Introduction
Customer satisfaction is crucial to your business and heavily depends on delivering rapid resolutions to your customers’ issues.
To achieve this, organizations use two powerful platforms- Zendesk and Salesforce.
Zendesk enables businesses to manage support requests, respond to inquiries right away, and assess the efficiency of their customer support agents using a single, intuitive platform.
On the other hand, Salesforce is a cloud-based customer relationship management (CRM) platform that gives support, sales, and marketing teams real-time access to customer data.
However, using these platforms separately can limit their effectiveness, as support teams have to switch between them to access customer data and knowledge base to resolve the tickets.
It is not only time-consuming but also causes hindrances to getting things done effectively and efficiently.
This is where Zendesk-Salesforce integration comes into play.
Why Should You Integrate Zendesk and Salesforce?
The integration of Zendesk and Salesforce allows access to comprehensive customer data, facilitating support teams in delivering efficient and prompt customer service.
Notably, this integration mitigates data silos and reduces the time it takes to resolve cases.
Also, connecting these two powerful platforms can be a boon for an organization in terms of ROI.
How Teams Benefit From Zendesk-Salesforce Integration
The Zendesk-Salesforce integration enables the support team to close tickets more quickly and access relevant articles directly within Salesforce.
Here are the benefits Zendesk- Salesforce integration brings to the table:
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Enhanced Customer Service With Better Response Time:
Get a complete view of your customers and personalize support based on their history, resolve issues faster, automate workflows, and enhance overall workflow efficiency.
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Improved Visibility Into Customer Interactions:
By bringing together data from both platforms, you’ll have a complete view of how customers engage with your business. This empowers service agents to offer personalized support, armed with a deeper understanding of the essential context of each customer. -
Access to Customer Data for Support Teams:
By having a holistic view of customer interactions and support history, representatives can leverage valuable insights during support engagements, resolve issues more effectively, and foster stronger customer relationships.
Top 3 Ways to Integrate Zendesk and Salesforce
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Customized integration
is an effective means to achieve seamless data synchronization between Zendesk and Salesforce. Nevertheless, developing a tool for two-way and real-time synchronization poses a significant challenge. Additionally, it may not be cost-effective, considering the extended timeline of weeks or months required for its implementation.
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Third-party integrations
are another way of integrating the two platforms. Although integrating the two platforms may seem like a simple task, securing the data while integrating them can be a major concern. -
Using a connector
is the safest and most efficient way to integrate Zendesk and Salesforce. This integration aligns both teams on a unified platform, simplifying the tracking of customer issues and ensuring timely resolutions. Additionally, it guarantees that all data remains secure and protected throughout the process.
Introducing Zendesk-Salesforce Connector
The manual ETL process can be very complex, and it may take up to weeks or months to synchronize data even if you have powerful tools like Zendesk and Salesforce.
Grazitti’s Zendesk-Salesforce connector ensures hassle-free synchronization of data between Zendesk and Salesforce by reducing the time span.
It gives you unidirectional connectivity from Zendesk to Salesforce. The connector ensures that data security is maintained during all the stages of synchronization, with no third-party involvement.
This connector seamlessly synchronizes data from Zendesk to Salesforce in real-time using Zendesk APIs, eliminating manual data entry and ensuring up-to-date information. It syncs Articles, Tickets, Organizations, and Users from Zendesk to Salesforce into Knowledge, Cases, Accounts, and Contacts(End- Users)/ Users(other than End -Users) objects respectively.
Features of Zendesk- Salesforce Connector:
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Hassle-Free Synchronization: Carry out the data sync process smoothly from Zendesk to Salesforce and vice versa.
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Smooth Transition: Map both standard and custom data fields according to your specific requirements during synchronization
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Scheduled Data Sync: Get the flexibility to sync data on a daily, weekly, or monthly basis according to your business requirements
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Versatile Object Synchronization: Choose what needs to be synced amongst Zendesk tickets, articles, organizations, and users into Salesforce
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Secure Synchronization: Ensure data security during the synchronization without the involvement of any third-party
Benefits of Zendesk- Salesforce Connector:
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Efficient Data Integration: Enable seamless integration and smooth data flow between Zendesk and Salesforce.
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Streamlined Workflows: Eliminate the need for manual data entry and reduce errors by manually or auto-syncing customer data.
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Customizable Syncing: Ensure that data is updated at convenient intervals by selecting between weekly or monthly sync and specifying preferred days and time.
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Data Mapping Capabilities: Ensure accurate data transfer by mapping the Zendesk organization field to the Salesforce account field, as well as the Zendesk end-user field to the Salesforce contact field. You can also map Zendesk ticket fields to Salesforce case fields for seamless integration.
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Enhanced Customer Insights: Get a unified view of customer data across systems by mapping the Zendesk end-user field to the salesforce contact field.
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Data Integrity and Security: Maintain data integrity during synchronization, ensuring data remains accurate. Adhere to security standards & protect sensitive data throughout the integration.
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Use Cases of Zendesk Salesforce Connector
Grazitti’s Zendesk and Salesforce connector helps enhance the functionalities of an enterprise by bringing two powerful platforms together.
Let’s look at the use cases of the Zendesk Salesforce connector.
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Account Mapping and Account Syncing Workflow
This connector facilitates the mapping of Zendesk organization fields to Salesforce account fields through Account Mapping. It enables the synchronization of all Zendesk CRM organizations as accounts in Salesforce through Account Syncing.
The syncing process can be initiated manually or automatically, with options for weekly or monthly scheduling. Weekly syncing allows customization of days and preferred times, while monthly syncing offers flexibility based on specific dates or days of the month, along with preferred scheduling times. Mapping is a prerequisite before syncing, ensuring accurate data alignment between Zendesk and Salesforce.
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Contact Mapping and Contact Syncing Workflow
Contact mapping facilitates the alignment of user fields from Zendesk to Salesforce contact fields. On the other hand, the contact syncing functionality ensures that all users with the role of end-users in Zendesk CRM are synchronized as contacts in Salesforce.
The syncing process, which can be initiated manually or automatically, involves mapping user fields before proceeding. Users can opt for weekly or monthly syncing, with the flexibility to specify days and preferred times for the weekly schedule, and either specific dates or days of the month for the monthly schedule.
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Case Mapping and Case Syncing Workflow
Case Mapping maps ticket fields of Zendesk to case fields in Salesforce. Case Syncing syncs all the tickets of Zendesk CRM as cases in Salesforce.
Remember, before proceeding to the syncing process, we need to do the mapping. Syncing can be done in two ways either weekly or monthly. With the weekly option, you can specify the days and preferred times for scheduling. For the monthly option, you can choose between syncing on a specific date each month or syncing on a particular day of the month, along with your preferred time.
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User Mapping and User Syncing Workflow
User Mapping associates customer fields from Zendesk users, excluding end-users, with corresponding fields in Salesforce. User Syncing ensures that all Zendesk users, other than end-users, are synced as users in Salesforce, maintaining up-to-date customer information across both platforms.
Before initiating the syncing process, mapping is required. You have two options for syncing: weekly or monthly. With the weekly option, you can specify the preferred days and time for scheduling. For the monthly option, you can choose to sync based on a specific date each month or on a particular day of the month, along with your preferred time.
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Knowledge Category Mapping and Knowledge Articles Syncing Workflow
Knowledge Category Mapping maps Zendesk categories to Salesforce Data Categories. Knowledge Articles Syncing syncs all the Zendesk articles into Salesforce.
Before initiating the syncing process, mapping is required. You have two options for syncing: weekly or monthly. With the weekly option, you can specify the preferred days and time for scheduling. For the monthly option, you can choose to sync on a specific date each month or on a particular day of the month, along with your preferred time.
Setting-Up Zendesk-Salesforce Connector
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To install the package, click on this link in your browser and log into your Salesforce account.
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Once the installation is complete, create a new class named ‘NewDataCategoryClass’ and then paste its code.
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Enable Zendesk Password Access and Token Access API on the Zendesk side.
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Now add an OAuth client and unique identifier that appears on the screen. It will be required when you login.
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Create an active API token and make sure to copy it before saving, as you’ll need it for future logins.
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Create a ‘Data Category’ in your Salesforce org.
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Create RecordTypes’ in your Salesforce org. But in the case of Classic Org, you have to create Article Types.
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Create data categories in your Salesforce org.
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Add Sub Data Categories in your Org.
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Create a ‘richTextArea’ field in each Article Type to store the content of Zendesk articles. For Lightning, ensure to create it under Knowledge Object Setup.
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Create a ‘URL’ field in each Article Type. And for Lightning, you have to create it under Knowledge Object Setup, which will store the Zendesk article link.
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Now click on the Zendesk Connector Lightning Tab and add a license key if you have one otherwise click on Start Trial Link.
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To proceed further, add the admin settings, enter your Zendesk credentials once, and then input only your Zendesk API token, unique identifier, Zendesk URL, and username.
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Now verify the instructions given on the knowledge base screen before proceeding to the mapping screen.
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Now click ‘Next’ and you will be directed to the mapping screen.
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Click ‘Next’ once more to navigate to the syncing screen. Then, simply click the ‘Start Syncing’ button. Once the process is complete, review the synced articles in your Salesforce Knowledge base.
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To automate the syncing process, simply enable the toggle option “want to schedule the sync”. Then, choose your preferred frequency (Monthly/Weekly) and select the specific days of the week or month that suit your needs.
Today to See the Zendesk-Salesforce Connector in Action!
Wrapping Up
Zendesk and Salesforce bring unique benefits to the table, each serving different aspects of customer relationship management. When you sync data between these platforms, you’re giving your support agents a powerful tool to streamline their work and provide top-notch customer service.
Plus, integrating Zendesk and Salesforce means you can move your data securely, without involving any third parties. This keeps your information safe and accurate.
Optimize Customer Support by Harnessing the Power of Zendesk-Salesforce Integration.