The Zendesk Salesforce Integration
The most common use case we see for a Zendesk to Salesforce integration is within companies leveraging Zendesk for Customer Support and Salesforce as their CRM. Bridging a unified customer experience across Sales and Support/Service is critical in both B2B and B2C organizations with downstream, customer engagement implications across Marketing Ops & Support Ops. Typically, in orgs where both Salesforce and Zendesk are implemented, we find that Salesforce is the central system of record and Zendesk is primarily used for ticketing & real-time support, which makes the need for syncing Accounts, Contacts, and Leads critical.
Is there an out-of-the-box Zendesk Salesforce integration solution?
Yes. Similar to the Salesforce AppExchange, Zendesk has an App Marketplace consisting of 3rd Party App Developers and Apps built by the Zendesk team. While there is a Salesforce App for Zendesk Support within the Zendesk App Marketplace, it is primarily for companies that have Zendesk as the primary system of record. There are several important limitations to keep in mind when using this Salesforce to Zendesk App:
- First, Salesforce orgs need to have API rights and data syncing only works with Fields supporting by Salesforce Streaming API.
- Syncing tickets to custom objects in Salesforce is currently not support
- This App only offers one-way data syncs from Salesforce to Zendesk
What are the other ways to integrate Zendesk and Salesforce?
If you need a bi-directional sync between Zendesk and Salesforce, particularly if the primary system of record is Salesforce then you will need to build a custom integration using the Salesforce API. You can either list a project or use the 'Integration Resources' tab below to identify a Salesforce Engineer to help with this build.