Zendesk Integration With Salesforce .pptx

Zendesk
Integration
With
Salesforce
cloud.analogy info@cloudanalogy.com +1(415)830-3899

CLIENT’S REQUIREMENTS
➔ Integrate Zendesk with Salesforce to connect
Salesforce Accounts with Zendesk Accounts.
➔ Bring Ticket details like status, priority & assignee
from Zendesk into your Salesforce to track the
current issue that customer faces.
➔ Create accounts in Zendesk for new users and keep
Salesforce accounts synced so sales reps can create a
ticket on behalf of their customers.

INTRODUCTION TO ZENDESK
➔ Zendesk is a sales CRM software tool that
enhances productivity, processes, and pipeline
visibility for sales teams.
➔ Zendesk allows you to gather all your
interactions with customers in one place.
➔ Zendesk allows you to create your sales &
support teams a holistic view of your customers
with a dynamic 2 way data sharing.
➔ Zendesk aims to help support, sales, and
customer success teams engage with their
customers better.

FEATURES OF ZENDESK
➔ Help Desk: Zendesk helps close the loop between your
sales & support teams by enhancing visibility into
customer information and support activity between
Salesforce & Zendesk.
➔ Ticketing System: Ticketing System is the most
highlighted feature in Zendesk. We can also view
Zendesk tickets using Account, Contact & Lead
VisualForce Pages.
➔ Self-Service Portal: Zendesk Self-Service portal is
Zendesk's help desk product, uses an intelligent base
for empowering your agents and customers through a
self-service solution.

BENEFITS OF INTEGRATION ZENDESK AND
SALESFORCE
Zendesk and Salesforce integration enables you to choose which feature
you need and customize them to work for your Salesforce setup. Some of
the features widely used by Zendesk customers that work for most
Salesforce organizations include:
➔ View Salesforce data in Zendesk
➔ View Zendesk tickets in Salesforce
➔ Create and edit Zendesk tickets in Salesforce and send Zendesk
tickets into Salesforce

INTEGRATION REQUIREMENTS
Zendesk for Salesforce integration connects your Salesforce accounts to Zendesk accounts. It allows Zendesk
tickets to be viewed in Salesforce from an Account, Contact, Lead, or Opportunity page.
You can also create and edit Zendesk tickets, and sync Salesforce accounts to Zendesk organization data. For
more information about the benefits and the limitations of the Zendesk for Salesforce integration.
The Zendesk for Salesforce integration is available at Salesforce editions, including Performance, Unlimited,
Enterprise, Developer Edition.
The setup process requires performing a series of tasks:
➔ Checking your Salesforce session settings
➔ Connecting Zendesk to Salesforce
➔ Setting up user access to Zendesk tickets in Salesforce

CHECKING YOUR SALESFORCE SESSION SETTINGS
➔ Log in to your Salesforce account.
➔ Click on the cog in the upper right pane, and click Setup.
➔ In the left navigation pane under SETTINGS > Security, select Session Settings.
➔ Review and ensure the Lock sessions to the IP address from which they originated checkbox is not selected.

CONNECTING ZENDESK TO SALESFORCE
➔ Go to AppExchange from App Launcher and Search Zapier in the Search
box.
➔ Search Zapier in the Search box.
➔ Select the Zapier App and click on get it
now button.

➔ Check the Terms & Conditions checkbox in the
Login Screen and click on Go To Site.
➔ The Zapier site looks like this.

➔ Click on the Sign up option present in the top right corner of the page to create
your account. After signing up, you can connect two apps to integrate in which you
need to enter the app you want to connect with another app.
➔ Enter Salesforce in the Connect this app search field and enter Zendesk in with this
one Search field.

Once you connect both the apps you can see several options in Salesforce to select
according to your preference in select a Trigger search field such as:
➔ New Outbound Message
➔ New Record
➔ Update Field on Record
➔ Update Record

After selecting a Trigger select an Action related to the action which you want to perform
with Zendesk in then do this action search field in which you can select various options
such as :
➔ Add Comment to Ticket
➔ Add Tag(s) to Ticket
➔ Find a Group
➔ Find an Agent
➔ Update Organizations
➔ Create Ticket
➔ Update User and more

➔ For Example, select New Record as a Trigger and select Create Trigger in action
then click on Try it button.

➔ Connect Salesforce Account by allowing the access.
Moving further, select any of the standard and custom objects from your Salesforce
Account and click on Continue to Test the Trigger.

➔ Your New Record is created in Account Object in Salesforce.

➔ Moving further in Step 2- To create a Ticket from the Action Event field, you can select any of
the mentioned actions to perform then hit the Continue button.

➔ You need to connect your Salesforce account to complete step 2 from there you can select
any of the objects present in the dropdown list of the Salesforce Object in which you want to
create a Ticket after then click on Next button.

CONNECT SALESFORCE WITH ZAPIER TO
EXTRACT DATA AND TO INTEGRATE

➔ Connect your Zapier Account with Zendesk account by providing all the required details of
your Zendesk account.

➔ After connecting your Account, select the fields of the object you want to edit in Zendesk you
can also select all the fields and can also select one field.

➔ After selecting fields, you can map those fields from Salesforce to Zendesk by providing the
Name, Email and Phone number and also update the fields by your provided details.

➔ You can also review or edit your action by clicking on the edit icon and can simply review.

➔ By doing this, you can easily perform integration Between Salesforce and Zendesk and can
perform whichever task you want to perform you can also manage your task by clicking on
manage Zap and can connect your Salesforce accounts with Zendesk account and can create
& view tickets.

THANK YOU

Zendesk Integration With Salesforce .pptx

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Zendesk Integration With Salesforce .pptx