Zendesk Salesforce Integration Quick Guide

Zendesk Salesforce integration provides companies and businesses with a suitable way to manage the relationship they have with customers and prospects. The joining is not only useful for sales and marketing strategies but also helps a company to have all customers’ details in a centralized platform. The integration step establishes a customer centric vision and tactical strategy, which eventually create a suitable customer experience. This technology provides the infrastructure and tools companies need for their daily processes.  Businesses, companies and organizations can create and provide an optimal customer experience by integrating Zendesk and Salesforce. The Salesforce integration patterns is perfect because it enhances the visibility into support tasks and customers’ data.

Zendesk Salesforce Integration Guide

Step one – Installing Zendesk Salesforce App in Salesforce Zendesk for Salesforce App is available in the Salesforce App Exchange. Configure Zendesk as a remote site and then authenticate to Zendesk. Use the following guide to proceed with the installation process. 
  • Navigate to the Zendesk for Salesforce page into the App Exchange. This is where you will initiate the installation. Click the ‘Get it now’ link then use your Salesforce details to log yourself in to the App Exchange. Once logged in, select ‘Production or Sandbox’.
  • Agree to the terms and conditions by checking the checkbox button, then click ‘Confirm and Install’. You will need to login to Salesforce again. When prompted, click ‘continue’. Approve the package API and choose a security option, which helps to determine who can access the application within Salesforce. The most recommended settings are to grant access to all users. Click install. When the installation is complete, you should see the package details screen.
  • The next thing is to configure your Zendesk as a remote site. Go to administration setup in Salesforce page, choose security control and then select ‘Remote Site Settings’. Create a new remote in the ‘All Remote Sites’by entering your site’s name and URL. Save what you have done.
  • You need to do Zendesk authentication. To do this, use the URL used in remote site setting. Use your credential to authenticate Zendesk. Test to see if your credentials work by clicking the ‘test’ button. If your details are accurate, the system will save them automatically.
Step two – Installation and Configuration of the App in Zendesk
  • You need to get the Salesforce App in Zendesk. Locate the ‘Manage Icon’ on the sidebar and click it. You will see an Available Apps page. Position your mouse on the Salesforce app and then click the install option. Enter the title for the App then proceed with the installation. Go ahead and refresh your browser once done with the installation. This makes Zendesk recognize a new App.
  • This is where you connect Zendesk to Salesforce. You will need admin credentials to do this. Click ‘Extensions’ in the manage icon. Click the CRM tab and choose Salesforce from the Select CRM’ option. Connect to Salesforce link for production or sandbox. You are directed to Salesforce once you click ‘connect to Salesforce’ link. Enter your admin username and password to authorize Zendesk access to your Salesforce account. Click the ‘Allow Access’ link to allow Zendesk to access your Salesforce information.
  • The next thing is to connect the Salesforce app. Open the CRM tab to customize your Salesforce App. Click ‘Customize new setting’ then ‘Add Object’ to your Salesforce App. Add the objects you would like to appear in your app then save.
  • Test the app to see if there are results returned from your Salesforce. Open CRM tab in Zendesk, chose ‘Test Your Salesforce App’ and enter relevant values in each text box. Click the try button to see if it works. Save when done testing.
Step three – configure users and organize syncing in Salesforce
  • To stop Salesforce from creating and updating Zendesk organizations and user based account information, click Zendesk tab in the Zendesk for Salesforce App. turn off ��Enable Automatic Updates by choosing the ‘NO’ option in the ‘Organization and Account Mapping’. Click ‘Save’. Do the same for User and Contact/Lead Mapping and save.
  • To configure account and organization mapping, choose the ‘Organization and Account Mapping’ and choose ‘Yes’ to Enable Automatic Updates. Indicate the Salesforce Account fields you want to add to Zendesk organization as tags. Select the field to map the domain name and then click ‘Save’.
  • To synchronize accounts with organizations and contact leads, find matches in Salesforce and Zendesk. Create new organizations and contact leads for organization or user. The sync process executes based on mapping created.
Step four – Sending Zendesk Tickets into Salesforce Customer Relationship Management  Once you configure organization and users syncing, go ahead and enable Zendesk to send all ticket information to Salesforce. You need to use a target for this instance. It is also possible to see Zendesk ticket information without sending ticket information to Salesforce. To do this, add a Visual Force page with a list of all the tickets. Editing Salesforce target and trigger in Zendesk Step four takes into account editing your target and trigger in Zendesk. The reason why you need to edit your target and trigger is so that you are able to send full ticket details. It is easy to edit target and trigger for Salesforce in Zendesk. Proceed as follows: 
  • Go to ‘Manage Icon’ in your Zendesk. Select ‘Settings’ then choose ‘Extension’. Click the ‘Target’ tab in the extension. Identify your Salesforce target then click the ‘Edit’ link to modify the target.
  • In the ticket information section, choose ‘Send full ticket information as custom object’. Choose the ‘Update Target’ option then submit.
  •  To modify your trigger, choose ‘Trigger and mail notification’ from ‘Manage icon’. Find a new trigger then click ‘Edit’ to modify it. Once you modify as required, click ‘Update trigger’. Click the ‘Activate’ link to activate the trigger.
  • You can also customize the Zendesk ticket in Salesforce. Go to admin setup page and select create object under App Setup. Click ‘Zendesk Ticket’. Click ‘new’ in the ‘Custom Fields and Relationships’. Choose a data type, enter a field label complete all fields and save your work.
Conclusion Following the above steps carefully will ensure a successful Zendesk Salesforce integration.  Read Salesforce trigger best practices for more triggers information.
Amanda is the Lead Author & Editor of Rainforce Blog. Amanda established the Rainforce blog to create a source for news and discussion about some of the issues, challenges, news, and ideas relating to Salesforce usage.