Last week, we released our newest Salesforce app, making collaborations between departments even more beautifully simple ! Our Salesforce app is an essential tool for companies working in both Salesforce and Zendesk Support. The newest version includes all of the features you are used to (some of these features were improved), while introducing new features that you are sure to love! Today, let's look at three of the most useful functions of the Salesforce app:
- Updating Zendesk Support tickets within Salesforce - Full tickets, including custom fields can now be edited directly within Salesforce
- Updating Salesforce objects within Zendesk Support - Update a ticket in Zendesk Support and see the changes in Salesforce
- User syncing - A one way sync of users from Salesforce to Zendesk Support
To follow these tips, you will first need to set up the newest version of our Salesforce app.
To do so, follow the setup guide, which can be found here:
Table of contents:
Editing Zendesk Support tickets within Salesforce
We'll start with updating Zendesk Support tickets within Salesforce. You have a lead, let's call him Nick. Nick has been having a lot of support issues and your sales team has been waiting to close his sale until his support issues have been resolved. You would prefer that Sales Managers have ticket visibility directly within Salesforce in the same way that you would prefer support staff to know the status of a lead within Zendesk Support. Luckily, with the new Salesforce app, this gap is bridged perfectly. You can set up a ticket view within Salesforce, and then you can update tickets from Zendesk Support (and have the changes reflected in Salesforce) or you can update tickets within Salesforce (and have the changes reflected in Zendesk Support)!
First, let's walk through the steps needed to update a ticket from within Salesforce.
Before anything can be done, you will need to follow the guide mentioned above, specifically step 4: Sending Zendesk Support Tickets into Salesforce:
Don't forget, you can also enable Zendesk Support custom ticket fields (if desired) within Salesforce, by following this section of the above guide:
While you can update tickets from within Salesforce, you must go through a few steps first (in other words, you cannot directly edit the Salesforce object to update the ticket).
Note: You cannot edit a Zendesk Support ticket in Salesforce via direct editing, as shown below:
However, we can edit the ticket and change any mapped field value from within Salesforce, by doing the following:
Our Zendesk Support ticket Before:
1. Click Personal Settings .
2. Enter your Zendesk credentials.
3. Save, then click Edit Ticket Details .
Edit details button shown below
4. Now, click Edit .
5. Make a change to any ticket field or fields - here I have changed the value of my custom field, Favorite Bridge, as an example.
The edit ticket screen is shown below
6. Save, and note the change(s) in both Salesforce and Zendesk Support!
Our Salesforce Object After:
Our Zendesk Support ticket After:
Updating Salesforce objects within Zendesk Support
Now that we've updated a ticket from within Salesforce, what about updating a ticket in Zendesk Support? Well fortunately, during the Salesforce set up process, a system trigger called Create a record in Salesforce when ticket is solved is automatically created. This trigger does just what it sounds like it does - it syncs the ticket to Salesforce when the status on a ticket is changed to solved (by transmitting the data via a target). However, just like all triggers in Zendesk Support, this can be modified to fit your personal needs ( Manage > Triggers ). For instance, you can change the conditions of the trigger so that any time a ticket is updated, the trigger fires - this way all ticket changes will be reflected within Salesforce. If you modify the trigger in this way, then any updates to your tickets in Zendesk Support update the objects in Salesforce - which is awesome, of course! So, if you suddenly set the priority, type, and tags on a ticket, and you want to immediately get those changes into Salesforce, this is how you can do it! Also, please remember that the two options for the Ticket is condition within triggers are Updated or Created . If you create the trigger as shown below, a ticket would be synced to Salesforce on creation and any subsequent updates!
An example of a modified version of the system-created Salesforce trigger shown below.
Our ticket in Zendesk Support, before sync :
Our ticket in Zendesk Support, after sync:
Syncing users from Salesforce to Zendesk Support
Next, let's discuss user syncing. Nick's support tickets have been resolved and the sale is complete, but now you need to keep track of whether or not Nick is still a paying customer. You can do this in Zendesk Support with a tag, and you can do this in Salesforce with a tag and/or a custom field, but how do we keep them in sync? What if he cancels his account in Salesforce, but is still requesting support? How do we keep support in the loop? The answer to all of the above is Salesforce and Zendesk Support user syncing!
For this part, you need to follow step 3 of the Salesforce app setup guide, which can be found here:
1. You must first choose whether you want your Zendesk Support users to be synced to create/update new contacts, or leads (you must choose one - if you choose leads, contacts will not updated when a Zendesk Support user profile is updated, but the lead will be, and the reverse is true if you choose contacts). I have chosen to sync contacts in my example below. Once you have set this up and synced your users over, you are ready to update your users in Zendesk Support from within their respective Salesforce contacts!
Note : My example uses a Salesforce custom field, if you need help setting up Salesforce custom fields, you can find a guide here:
The screenshot below shows your user sync settings screen within Salesforce.
Note : You may have to reload the agent interface in Zendesk Support in order for the changes to be reflected on user profiles and/or tickets.
2. Now, open a user who is in both of your systems - here, I have used Nick Enduser, who is a user in my Zendesk Support, and a contact in my Salesforce set up.
Nick Enduser's profiles in each system are shown below.
3. So, now, we can sync some data. Say, for example, we want to know (within Zendesk Support), whether Nick is a paying customer or not. This info is stored in Salesforce in our set up, so we set up our custom field (called Paying? ) to sync over to Zendesk Support. We choose a choice from the drop-down list and it will be passed over as a tag into the Zendesk Support user profile!
Selecting a field option in a custom Salesforce drop-down list is shown below - once you make the selection and save, if all is set up properly, it will auto-sync to Zendesk Support!
4. Now, reload the agent interface and note the awesome new tag. Now you can easily track, for example, paying customers vs. non-paying, open vs closed leads, etc.!
Note the brand new 'paying' tag below!
4. Final thoughts: endless possibilities
One of the most sophisticated things about this new version of Salesforce is that it allows you to build all sorts of smooth workflows that, if done manually, would necessitate hours of work. For instance, if tickets from paying customers should receive faster attention from Support, and you now know Nick is a paying customer, you can set up a trigger so all tickets from Nick have a ticket priority of High automatically. This is just an example, the possibilities for collaboration and customization are nearly endless!
An example trigger might look like the image below.
With Salesforce and Zendesk Support, your company's potential is nearly unlimited. Now that is beautifully simple!