Although there is a built-in connector between Salesforce and Zendesk, there are important limitations. The built-in Salesforce connector pulls in Zendesk information as a static, visual widget, whose data points are not manageable by Salesforce. Further, this information is not a formal Salesforce object, like a case, and cannot be manipulated by Salesforce.
In contrast, Azuqua’s integration can:
- Create an actual case in Salesforce from a Zendesk entry
- Pull in Zendesk data as manipulatable data into Salesforce, enabling case metrics
- Edit & comment in Salesforce and sync it back into Zendesk
For this reason alone our customers have chosen to use Azuqua to sync the two platforms.
This week’s FLO of the Week comes from Claire Machado.
FLO of the Week: Syncing Zendesk tickets as Salesforce cases
Sometimes a customer with a problem will reach out twice to different teams: once, through a standard support channel, and perhaps again with a team member that they have a personal rapport with. This is often a sales rep or customer success manager.
In this situation, there is potential for lost information. Perhaps the customer divulged information in one communication but not the other, or the sales rep/CSM has helpful thoughts on the situation, or perhaps the customer is just plain angry and ready to pull the plug (meaning a high priority ticket). This is all necessary information for everyone to know while they prioritize and solve the problem.
This week we will talk about two FLOs to ensure success in this situation: one that syncs all tickets in Zendesk with Salesforce, and one that syncs all Salesforce comments with it’s corresponding ticket in Zendesk.
1. Zendesk to Salesforce Connection
Going beyond the capabilities of the native integration, this creates a case in Salesforce for a Zendesk ticket.
Card 1. Monitor Zendesk for a new issue.
Card 2. Take the customer’s ID in Zendesk (“Submitter ID”). Use it to find the Zendesk field “Salesforce Contact ID.” This is an auto-generated piece of text that we will use in Salesforce to link the two issues.
Card 3. Search in Salesforce for the entry that has your “Salesforce Contact ID.” Spit out the Account ID and Owner ID information in Salesforce.
Card 4. Create a Salesforce case using the Zendesk fields from card 1: Type, Status, Subject, Priorty, and several more. Tie in the Salesforce Owner ID and the Zendesk “Ticket ID” with the case to complete the loop.
Congratulations! You have set up an automatic workflow that creates Salesforce cases for every new ticket in Zendesk!
2. Update Zendesk with Salesforce Comments
This FLO requires the first FLO to be set up. This FLO allows the sales rep to comment on the customer’s case in Salesforce and have this information be pulled into Zendesk to help solve the problem.
Card 1: Monitor salesforce for a new case.
Card 2: Take the Salesforce case ID and spit out the “Zendesk Ticket ID” which we set up in the above FLO. We are grabbing the Zendesk issue associated with the Salesforce case.
Card 3: Use Azuqua’s built-in text composer to create a piece of text with the comment body from Salesforce.
Card 4. Use the output from the text composer to create a Zendesk comment.
Eager to learn more about Zendesk, Salesforce, and Azuqua’s other integrations? Visit the integrations page for more ideas.