This Fine Tuning session is about how you can bridge the gap between your Support, Sales, and Engineering or Operations teams including:
- Providing important Information for your agents and Sales team
- Benefits of importing your Contacts and Accounts into Zendesk and how you can report on Zendesk Tickets in Salesforce
- Empowering agents to report issues/feedback/bugs directly to Engineers, Developers, and Operations
Customer Success Consultant, Ian LaPhilliph, has been with Zendesk since August 2013. Before joining the Success Team he was part of the Customer Advocacy Team in both Tier 1 and Tier 2 Support.
See all the Fine Tuning series discussions.
Part 1, 8 am: Providing important information to your Agents in Zendesk and visibility to your Sales Team in Salesforce
We’ll start by covering how the Salesforce App in Zendesk can be used to provide agents with access to vital customer information while working alongside a ticket in Zendesk.
Before you can set up the Salesforce App in Zendesk you will need to install the Zendesk for Salesforce integration in your Salesforce account.
That being said it’s important to take a step back and prioritize only displaying information that your agents would find most useful. To find out what is most useful, poll your support team to see what information they might regularly ask your Sales team for, or navigate directly to Salesforce to find. This could be information regarding an account, a subscription, purchases, account type, etc.
Focus on the top five pieces that your agents provided you from the poll, and then add additional information as needed. Once you’ve mapped out the data your agents are looking for it’s time get started setting up the Salesforce App in Zendesk.
Once you have completed the setup be sure to utilize the test option to ensure you’ve configured it correctly!
In my example I have identified that my agents would need access to the necessary phone number of the contact and the plan type, and additional notes regarding the account.
The next step here is to help the Sales team by providing them with visibility into our end users’ requests in Zendesk. The Zendesk for Salesforce integration allows us to quickly provide our team with a list of tickets related to a Contact, Account, Opportunity and Lead through the use of a visualforce page that can be added to each layout in Salesforce.
By default the integration will search for tickets using the contact’s email address, and account tickets by the contacts that are in the account. Here’s an example of how the ticket view will appear.
Pro Tip: Create a separate section in your Salesforce Account and Contact layouts labeled Zendesk Tickets so that your Sales Team can quickly to identify tickets on an Account and Contact.
What type of information do your agents find most useful from Salesforce? How does your Sales Team utilize the ticket view in Salesforce? I’m also here to answer any other questions that you have regarding the Salesforce integration! Post them in the comments section below.
Part 2, 11 am: Utilizing customer data from Salesforce with Business Rules in Zendesk and reporting on Zendesk Tickets in Salesforce
Let’s shift gears and discuss ways we can utilize information from your Salesforce instance in Zendesk. This can be beneficial as it can provide your agents with more information on the customers they are working with, as well as provide new conditions to utilize with custom business rules in your account.
One approach you could take to bringing data over from Salesforce would be by using the out of the box syncing feature to sync contact and account data to end users and organizations in Zendesk.
That being said this is an advanced feature. I highly recommend that you contact your Zendesk account manager or the Zendesk support team before attempting to set up this option. They can assist in evaluating the out of the box syncing option for your organization to see if it is right for you. Our Services Team can also assist in scoping custom solutions for syncing data between Salesforce and Zendesk.
Today I will be discussing how you can export your account and contact data out of Salesforce via CSV by building a report in Salesforce, and then using the bulk CSV import process to bring over data in bulk to Zendesk.
First, you will to start by identifying the information that you would like to bring over to Zendesk. My recommendation would be to consider picklist fields first, as these can be utilized within triggers in Zendesk.
In the following example I’ve decided that I would like to bring over the “Plan Type” from Salesforce.
Once you have picked out the fields you are looking to bring over to Zendesk, it’s time to run a report on your Accounts in Salesforce (Reports>New Report>Accounts>Create in Salesforce). Once the report is generated be sure to add your account fields as columns to the report. It will look similar to the following:
The final step is to select export details and switch around the options to set the encoding type to “UTF-8” and the file type to “csv."
Once you have the export file it’s time to follow along the steps outlined in our guide on the bulk import process to format the CSV file, so that the columns match up to the Zendesk upload requirements.
Important: To set the value of custom drop-down field options, use the tag you added when you created the drop-down list.
After working through the formatting of my CSV file, I uploaded it to my Zendesk account (Manage>People>Bulk Organization Import in Zendesk). Now I have created an Organization for each of my accounts, and the Plan Type was also included.
Pro Tip: If you are already storing the email domains of your customers on the Account Record in Salesforce, think about adding this to your CSV file for the import, as you can also set the default domain of the Organization. New users who submit a ticket will automatically be added to the appropriate organization in Zendesk based on the domain of their email address.
Now that I have imported over my account information from Salesforce via the CSV import process, including the custom field for my Plan Type from Salesforce, I can set up custom business rules using this field.
For example, let’s say that I have an SLA to ensure that tickets from Elite customers are treated on high priority. I can create a trigger that ensures all Elite account tickets are set to high priority as soon as they are created. It would look like the following:
Under Meet all of the conditions:
- “Ticket is: Created”
- Organization: Plan Type is Elite”
Perform these actions:
- Ticket: Priority set to High
The Salesforce integration also offers users the ability to create custom objects in Salesforce, called Zendesk Tickets. You might say, we already have visibility into tickets via the ticket view we added earlier. While that is correct, you can expand on this by sending tickets over to Salesforce as custom ticket objects. This offers you the ability to associate tickets with other objects in Salesforce and also to include Zendesk Tickets in Salesforce reports as well.
Once you have configured this feature you can now look at reporting on Zendesk Tickets in Salesforce. Zendesk Tickets are tied to Contacts and Accounts in Salesforce. As such you can utilize the Zendesk Ticket reporting capabilities that were added when you installed the integration.
A great example of of a report can be found in the out-of-the-box reports that are included when you install the Zendesk for Salesforce integration. In this case I’ve run the Unsolved Zendesk Tickets by Account Report.
What business rules have you set up using Account and Contact information from Salesforce? How does your Sales Team take advantage of having Zendesk Tickets stored in Salesforce? In the comments section below, keep submitting any questions that you have regarding the integration!
Part 3, 2 pm: Empowering agents to report issues/feedback/bugs directly to engineers, developers, and operations
Now let’s shift gears for the last topic of the day. We’ll be covering how the JIRA Cloud integration can assist in bridging the gap with your Engineering, Development, and Operations teams. The JIRA Cloud integration can empower your agents to report bugs, feedback, and incidents directly to JIRA in a beautifully simple way.
Here at Zendesk our Tier 2 Support Team submits problem tickets to our Developers when issues arise that need their attention. If your Developer team utilizes JIRA, your agents in Zendesk can link Zendesk tickets to new JIRA issues using the JIRA Cloud integration.
To start you’ll want to go through the setup guide to install the JIRA Cloud integration.
Once you’ve configured the JIRA Cloud integration to connect your Zendesk and JIRA environments the next step is to create a process for your agents to report problems and feedback through the integration. Support agents live and breathe your product or service, and are experts at identifying issues that might need attention. Trust your agents to report problems to your Development, Engineering, or Operations teams.
Pro Tip: Utilize a combination of Zendesk’s built in Problem and Incident linking to go along with having agents create JIRA issues. A best practice would be for agents to create a separate ticket that references the issue and sets that ticket to be a problem ticket. Once the problem ticket is created, agents can link related tickets as incidents. Agents can then use the problem ticket as the basis for creating a JIRA issue.
Now that agents are creating issues in JIRA through the workflow you have set up for your team, the next step is to ensure that your end users and requesters are kept in the loop. The JIRA Cloud integration can also be configured to automatically update a Zendesk ticket linked to a JIRA issue when the status of the issue changes in a JIRA workflow.
Pro Tip: You can also use this feature to update tags on the linked ticket in Zendesk. In turn, you can reference these tag changes in your business rules in Zendesk!
A good example and best practice for this would be to set up a notification that updates the Zendesk ticket with a comment when the JIRA issue has been solved or completed.
Here I have set up a post function that sends an internal note to the Zendesk Problem ticket to inform the assigned agent that the JIRA issue is resolved, and to respond to the affected incident tickets via a public reply on the problem ticket.
I have also added a JIRA_resolved tag to post function, which I have set up a corresponding trigger for in Zendesk that sets the priority of the ticket to high to ensure that its a top priority ticket for the agent to respond to.
What ways has your organization benefited from the JIRA integration? I’d love to hear about how your agents help identify issues for your engineers and operations teams. I’m also ready to answer any questions you have on the JIRA integration!