Empower Your Customer Experience and Sales by Zendesk Integration with Salesforce

Table of Contents

Introduction

Are you tired of repeating the same information in different departments while keeping your sales and support teams on the same page?

Well, you are not the only one experiencing this frustration. Streamlining sales and customer support to provide unified customer experiences is challenging. By utilizing CRM, you can ensure customer support is on the right track and business operations offer the best to the end customers.

However, combining customer support and CRM can boost sales conversions, improve customer satisfaction, and provide a seamless experience. One rock-solid example of this powerful combination is Zendesk integration with Salesforce.

This blog will explore how and why integrating Zendesk with Salesforce will benefit your customer service operation and streamline the entire process.

Zendesk Integration with Salesforce

In your organization, if your support team uses Zendesk and your sales team uses Salesforce. And you want them to collaborate and share information easily; each team uses the tool they like; here, what do you do?

Today the sales support thing has become a common scenario easily solved by Zendesk for Salesforce integration. By uniting these two great tools, you bring two customer-facing teams on the same page. Specifically, the integration gives your sales team-

• Complete access to the sales and support data from both tools
• Creates a single shared customer database between sales and support that is always in the sink.

The Zendesk for Salesforce integration connects your Salesforce account with your Zendesk account, making it easy for the teams to have clear transparency and smooth communication.

The integration allows your teams to view Zendesk tickets easily in their Salesforce accounts. The Zendesk integration for Salesforce is flexible; you can choose the functionalities that work best for your business.

The integration allows your teams to view the Zendesk tickets easily in their Salesforce accounts. The Zendesk integration for Salesforce is flexible; it allows you to choose the only functionalities which work for your business.

Benefits of Salesforce Zendesk Integration to Upscale Your Customer Experience

Zendesk integration with Salesforce enables the sales and support teams to collaborate by providing visibility to customer data and insights. It also offers other significant benefits that surely help you provide an excellent customer experience than ever before. Below are the best benefits of Salesforce integration with Zendesk-

• A comprehensive view of customer data: Zendesk tickets will help you view crucial data in Salesforce from the account, opportunity, lead, or contact page.
• All data in one place: It helps to maintain all your customer data in a single place in Salesforce and allows teams to access it from either Salesforce or Zendesk with real-time data synchronization.
• Sync information: The Salesforce integration allows you to sync customer information from Salesforce to Support efficiently without repeating the same information.
• Multilingual: Language is no barrier in Zendesk Salesforce integration, as it offers multiple languages according to your business needs.
• Customization: It enables you to customize its functionalities according to the unique requirements, leading to flexibility and providing the best customer experience.
• Update automation: It comes with seamless and automatic updates and offers full support to Salesforce Lightning

But, the story does not end here; every coin has two sides. On one end, where it offers such immense benefits, the other side also has some limitations.

Limitations of Salesforce integration for Zendesk

You need to understand that not all integrations can perform every task. If we talk about the limitation here, the integration does not support-

• Personal accounts in Salesforce requires a corporate account
• Salesforce organizations without API rights
• Salesforce integration on Streamline APIs
• Salesforce hierarchical structure doesn’t retain in Zendesk
• Zendesk faces challenges in data export

Moving on, let’s see how Zendesk support can integrate with Salesforce?

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How to integrate Zendesk support with Salesforce?

The most important thing that you need to note down for Zendesk Salesforce integration is-

Basic requirements:

The zendesk integration with Salesforce only works if you are using Salesforce editions, which are-

• Performance
• Developer
• Unlimited
• Enterprises
• Other editions with Salesforce API rights

The second thing you require to integrate Zendesk with Salesforce is the administrator. You must have a Zendesk support administrator and Salesforce administrator to set up the integration. For that, you can hire a company providing Salesforce support services so they can help you integrate Zendesk with Salesforce smoothly and adequately.

If you are using the Zendesk host mapping feature, you need to configure hosted SSL.

Steps involved in Zendesk integration with Salesforce

However, the setup process looks easy, but it is not; it involves a series of tasks like-

1. Checking your Salesforce session settings
2. Connecting Zendesk to Salesforce
3. Setting up user access to Zendesk tickets in Salesforce

For checking the Salesforce session settings:

1. You are required to log in to your Salesforce account
2. In Salesforce, click on the cog in the upper right pane, you will see an option SetUp; click on it
3. Once you click on Setup, a new window will open in which you will find an option Settings
4. Under the settings, click on Security, and you will see Session settings options
5. In session settings- you will find two options-

• Lock sessions to the IP address from which they are originated
• Lock sessions to the domain in which they were first used

Make sure not to select the first option.

This process will help you to disable Salesforce sessions being locked to an IP address.

Connecting Zendesk to Salesforce

1. You are required to create an account on Zendesk. For that, you can visit the official website of https://www.zendesk.com/login/.
2. Once you have created the account, a username will be created automatically and displayed on your screen.
3. After getting the username, the login page will get your domain.
4. In your Salesforce account, you will see an app launcher option that includes several different apps.
5. From that app launcher, you are required to choose the “Sales app” option.

6. Once you have opened the Sales app, you will see various options on the top board like opportunities, leads, accounts, home, files, tasks, campaigns, and more.
7. Choose an option from the top bar where you would like to display your Zendesk ticket. For example, you have selected the “Account” option.
8. Click on Account; you will see an option Page Layout and later Edit Layout.
9. In page layout, options like Visual force pages, canvas apps, report charts, components, and related lists are available.
10. Select Visual force pages and add zendesk account to the edit layout of Zabdesk tickets
11. Save the Layout
12. Refresh it and now visit back to your Zendesk account
13. In the Zendesk account, click on Settings.
14. Once you have opened the settings, click on Extension>>CRM>>Connect to Salesforce.
15. Refresh it; it will automatically take you to the Salesforce account and connect your Zendesk with Salesforce.

To know more about accessing the Zendesk tickets in Salesforce, feel free to connect with our Salesforce professionals.

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Popular Integrations

Here we have mentioned a few of the popular Integrations which are highly demanding in the market out there-

• Add a Ticket in Zendesk on a New Custom Object in Salesforce
• Add a Note in Salesforce on a New Ticket in Zendesk
• Add or Update a User in Zendesk on a New Contact in Salesforce
• Add or Update a User in Zendesk on a New Lead in Salesforce
• Add or Update a User in Zendesk on a New Custom Object in Salesforce

Final Words

Frequently Asked Questions (FAQs)

What Zendesk integration with Salesforce offers to my business?

Zendesk integration with Salesforce allows you to view Zendesk tickets in Salesforce. It will bring your sales and support teams together working on a shared customer database and makes your business goal achievable.

What can I do with Zendesk integration with Salesforce?

Zendesk Salesforce integration will allow you to create and edit Zendesk tickets and sync data into Salesforce accounts to Zendesk organization data.

Is Zendesk and Salesforce similar?

Zendesk and Salesforce are not identical; Zendesk has around 500 apps, while Salesforce has more than 3000 apps. With Salesforce, you can run and manage your entire organization, while with Zendesk, you can make your customer support advanced.

How much will it cost to integrate Zendesk with Salesforce?

The cost of Zendesk and Salesforce integration depends on the business requirements. The Zendesk integration is flexible, enabling you to use the beneficial functionalities for your business. To know more about pricing, feel free to contact our Salesforce experts.