Introduction
Customer satisfaction is crucial for your business. And for you to make your customers happy, providing rapid resolution to their issues is important.
To ensure this, organizations use two powerful platforms – Zendesk and Salesforce.
Zendesk is an all-in-one solution for omnichannel customer support. It enables businesses to manage all of their 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, when you use them separately, it doesn’t help your business reap its full potential. This is because sales and customer support teams have to switch between these two platforms to access customer data.
It is not only time-consuming but also causes hindrance in getting things done effectively and efficiently.
This is where Zendesk-Salesforce integration comes into play.
Why You Should 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, aligning 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 bridges the gap between your Sales and Support teams by enhancing visibility into customer information and support activities.
Here are the benefits Zendesk- Salesforce integration brings to the table for these two teams:
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Enhanced Customer Service With Better Response Time:
Get a complete view of your customer 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 Interaction:
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 and the essential context of each customer. -
Access to Customer Data for Sales Teams:
By having a holistic view of customer interactions and support history, representatives can leverage valuable insights during sales engagements, identify opportunities for upselling or cross-selling, 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 seamlessly data synchronization. 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 fastest way to integrate Zendesk and Salesforce. Integration using this method brings the two teams on a singular track. It makes it easy to keep track of customer issues and give timely resolutions to their queries.
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 the 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 & the Zendesk end-user field to the Salesforce contact field.
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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 that 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 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, while 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 time 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 maps customer fields with roles other than end-users of Zendesk to users fields in Salesforce. User Syncing syncs all the customers with roles other than end-users of Zendesk CRM as users in 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 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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Add the Zendesk URL in Remote Site Settings in your Salesforce org. (eg. https://zendeskdomain.zendesk.com).
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Add your Salesforce org’s base URL in Remote Site Settings. (eg. https://yourdomain.salesforce.com) in Salesforce Classic.
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Enable Zendesk Password Access and Token Access API on the Zendesk side.
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Now add an auth client and copy the Access Token that appears on the screen. It will be required when you login.
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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 ‘Date/Time’ field in each Article Type with the field labels ‘Zendesk Article Created Date’ and ‘Article Last Modified Date’ but in the case of Lightning, you have to create it under Knowledge Object Setup.
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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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Create a ‘TEXT’ field in each Article Type with a field label(Zendesk External Id, Zendesk Article Id). For Lightning, you have to create it under Knowledge Object Setup.
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Now click on Zendesk Connector Lightning Tab and add a license key if you have otherwise click on Start Trial Link.
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To proceed further, add admin settings. Enter your Zendesk credentials once, and subsequently, only your Zendesk password will be required.
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Now please 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 check the checkbox. Then, choose your preferred frequency (Monthly/Weekly) and select the specific days of the week or month that suit your needs.
Today To Catch 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.
In the end, Zendesk and Salesforce data integration isn’t just about efficiency—it’s about unlocking the full potential of these CRMs to fuel your business growth and deliver exceptional customer experiences.
Optimize Customer Support by Harnessing the Power of Zendesk-Salesforce Integration.