Setting up the Zendesk for Salesforce integration

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39 Comments

  • Dwight Bussman
    Zendesk Customer Care

    In order to continue troubleshooting this, I have some questions that are likely better to handle in a ticket. We can circle back here if there's something of relevance to a wider audience.

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  • GiveDirectly

    Hello! Is it possible to have one instance of Zendesk be integrated with 2 different CRMs e.g. Salesforce and another (TBD)? I ask because our Zendesk is currently integrated with Salesforce, but we are considering working with an external partner on a new project, and they would be the ones storing customer info in their CRM, so we wanted to see if we could set our Zendesk instance up to also integrate with their platform.

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  • Fellipe M.
    Zendesk Customer Care
    Hi Sarina,
     
    It should be possible to integrate 2 different CRMs with Zendesk. However, you need to be aware that depending on how this is set, it can cause some conflicts. For example, it can happen that both CRMs try to update a ticket field with different information. As long as you are aware of situations similar to this and integrate in a way to avoid it from happening, there should have no issue in integrating Salesforce and another CRM.
     
    If you have any further questions on this, I recommend you create a new ticket with us with more details about your integrations so we can assist you further.
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  • Rachel Murray

    Hi, We currently have two ZenDesk accounts. In an ideal world, we would like each of those ZenDesks accounts to connect to the same SF instance. So each ZenDesk instance would be connected to a single Saleforce instance but it would be the same SF instance for both ZenDesk instances. 

    It is unclear to me from the documentation and the note below whether or not this is possible. Can you please advise? 

    Many thanks,

    Rachel

    ˇYou can only connect one Salesforce account to one Zendesk account. So if you test the integration on a sandbox account, you need to disconnect the integration and reconnect to your production account.

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  • Dwight Bussman
    Zendesk Customer Care

    HeyO Rachel Murray

    Currently our integration only supports a one-to-one relationship on both sides. I'll reach out to our documentation team to see that this is better clarified in the article above. 

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  • Honey Faye

    Hi - On the AppExchange Marketplace, I'm not finding the Salesforce Integration for Zendesk V2 app.  Link, please?

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  • Alex
    Hi Honey Faye,
     
    The Salesforce integration is available on our Marketplace on this link: Salesforce
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  • Bill

    Does the integration with Salesforce support multiple Zendesk instances to integrate with a Single Salesforce instance?

     

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  • Dwight Bussman
    Zendesk Customer Care

    HeyO Bill

    The integration only supports a one-to-one connection at this time.

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