Salesforce Integration to Zendesk Support with ZigiOps

Data Types: Tickets / Cases

• Zendesk Tickets → Salesforce Cases

• Salesforce Cases → Zendesk Tickets
• ‍

With ZigiOps, you can seamlessly integrate Zendesk Support and Salesforce, ensuring smooth workflows, better team collaboration, and faster resolution times. This bi-directional integration removes the need for manual data entry, eliminating errors and delays, while keeping both platforms perfectly synchronized.

Zendesk Support Integration to Salesforce Use Case

Use Case 1: Zendesk Tickets to Salesforce Cases

Imagine a situation where a customer submits a support ticket in Zendesk to report a critical issue. The ticket contains essential details, such as problem description, priority level, and attachments (e.g., error logs or screenshots). Without an integration, the support team would need to manually enter this information into Salesforce as a case, which can result in delays, errors, and inefficiency.

With ZigiOps, this process is automated and efficient:

• Seamless Data Transfer: Ticket details like descriptions, priority, customer information, and attachments are automatically mapped into corresponding fields in a Salesforce case. IT and customer service teams have immediate access to all relevant details.

• Smart Classification: Zendesk tickets are categorized as cases in Salesforce based on predefined criteria, such as priority or type. This ensures consistent case management and prioritization in Salesforce.

• Instant Notifications: Once a Zendesk ticket is converted to a Salesforce case, the appropriate team members are notified instantly, ensuring prompt attention and action.

• Real-Time Syncing: Any updates made in Zendesk, such as adding attachments or customer comments, are immediately synced with the corresponding Salesforce case, ensuring both platforms stay updated with the latest information.

By automating this data flow, ZigiOps reduces friction and accelerates the resolution process, improving the collaboration between customer support and IT teams.

Use Case 2: Salesforce Cases to Zendesk Tickets

Now, consider a scenario where an IT team in Salesforce resolves a technical issue that originated as a Zendesk ticket. With a bi-directional integration, updates made in Salesforce are automatically reflected in Zendesk, keeping the customer service team informed.

• Seamless Communication: Status changes in Salesforce, such as a case being resolved or requiring further customer input, are instantly mirrored in Zendesk. This allows support agents to keep customers informed about the status of their issue.

• Note Synchronization: IT teams' updates, including technical resolutions or escalation details, are automatically added to the corresponding Zendesk ticket, ensuring support agents have access to full information.

• Escalation Visibility: If a case in Salesforce is escalated, this update is synced back to Zendesk, alerting customer support teams to critical developments that may require immediate attention.

• Improved Customer Experience: The bi-directional integration ensures customers receive timely updates and accurate information from support agents, improving transparency and satisfaction.

This seamless two-way synchronization between Salesforce and Zendesk enhances the customer experience and ensures that support teams are always on the same page, whether in Zendesk or Salesforce.

Why Integrate Zendesk Support and Salesforce with ZigiOps?

Integrating Zendesk Support and Salesforce with ZigiOps bi-directionally offers a comprehensive solution to streamline your workflows, improve communication, and enhance operational efficiency. Here’s why ZigiOps is the ideal choice for connecting these platforms:

1. Effortless Automation

ZigiOps eliminates manual data entry and data silos, allowing you to automate workflows between Zendesk and Salesforce. Both support and IT teams can focus on resolving customer issues rather than handling repetitive tasks.

2. Real-Time Data Sync

Stay up-to-date across both platforms. ZigiOps enables real-time two-way synchronization between Zendesk tickets and Salesforce cases, ensuring that your teams always have the most accurate and current information available.

3. Enhanced Collaboration

By integrating Zendesk Support and Salesforce, ZigiOps bridges the gap between customer service and IT operations. This fosters better communication, ensuring that both teams are aligned to resolve issues swiftly and effectively.

4. No-Code, User-Friendly Integration

ZigiOps offers an intuitive, no-code platform, making it easy to configure and manage your bi-directional integration without needing extensive technical knowledge.

5. Scalability to Support Growth

ZigiOps adapts to your evolving business needs, offering scalable solutions that grow with your organization. Whether you need to handle more tickets or add new workflows, ZigiOps scales effortlessly.

6. Secure Integration

ZigiOps prioritizes data security, ensuring your information remains protected and compliant with industry standards. The platform never stores your data, ensuring that your sensitive information remains private and secure.

Challenges for Zendesk Support and Salesforce Users

Operating Zendesk Support and Salesforce independently can present several challenges:

• Data Silos: Support and IT teams may struggle to collaborate effectively when information is confined to one platform, leading to delays and miscommunication.

• Manual Data Entry: Without integration, agents must manually copy and paste data between Zendesk and Salesforce, which can be error-prone and time-consuming.

• Inconsistent Updates: Manual processes lead to inconsistent or delayed updates, preventing teams from having access to the latest information when working on cases or tickets.

• Inefficient Workflows: Managing workflows across two separate platforms without integration results in inefficiencies, slowing down issue resolution and hindering team productivity.

• Scaling Issues: As the volume of tickets and cases grows, managing them manually becomes increasingly difficult, straining teams and resources.

How ZigiOps Solves These Zendesk Integration to Salesforce Challenges

ZigiOps provides a powerful, seamless solution to address these challenges:

• Real-Time Data Synchronization: ZigiOps ensures that all updates in Zendesk and Salesforce are reflected in real time, eliminating data silos and ensuring teams always have the latest information at their fingertips.

• Automated Data Transfers: By automating the data transfer process, ZigiOps reduces the risk of errors and saves time for both customer support and IT teams.

• Consistent Updates Across Systems: Any changes made in Zendesk or Salesforce are instantly synced, ensuring that both teams are always working with accurate and up-to-date data.

• Streamlined Workflows: ZigiOps automates categorization, notifications, and updates between Zendesk and Salesforce, improving operational efficiency and speeding up issue resolution.

• Adaptable Scaling: Whether you are a small business or a large enterprise, ZigiOps scales effortlessly to meet the growing needs of your organization, supporting an increased volume of tickets and cases.

Maximize the benefits of your Zendesk Support and TOPdesk integration with ZigiOps. Build a seamless, secure connection between these platforms to synchronize ticket and incident data, improve cross-team communication, and boost operational efficiency. Avoid the delays and errors caused by fragmented systems—integrate Zendesk Support and TOPdesk now for a smoother, more collaborative workflow.

Integrating Zendesk Support and Salesforce using ZigiOps provides numerous benefits for your organization:

• Faster Issue Resolution: Real-time synchronization between Zendesk and Salesforce allows teams to work more efficiently, speeding up issue resolution times.

• Improved Collaboration: With synchronized updates, both customer support and IT teams are always in the loop, fostering better collaboration and communication.

• Reduced Errors and Manual Effort: Automation minimizes the risk of human error and reduces the need for manual data entry, freeing up resources for more strategic tasks.

• Enhanced Customer Experience: By providing transparent, real-time updates on case statuses, customers experience greater satisfaction with faster and more informed responses.

• Increased Efficiency: ZigiOps helps streamline workflows and reduces operational complexity, allowing teams to handle a higher volume of issues without added stress.

With ZigiOps, Zendesk Support and Salesforce integration becomes a powerful tool for improving collaboration, productivity, and customer satisfaction. Unlock the full potential of these platforms and drive success across your support and IT teams.

Create Salesforce case

• Poll Zendesk Support for new ticket every 30 seconds

• Transform and sync Zendesk Support ticket to Topdesk incident

Update Zendesk Ticket

• Poll Salesforce changes on incident on a few seconds time interval  

• Transform and sync Salesforce cases updates to the Zendesk tickets

Close TOPdesk incident/change and the Zendesk Support ticket

• Poll the Zendesk Support ticket to check if it is closed

• Sync updates to Salesforce and mark it as closed

Unlock the full potential of your Zendesk Support and Salesforce integration with ZigiOps. Seamlessly connect these two powerful platforms to streamline case management, accelerate issue resolution, and enhance collaboration between your support and sales teams. Eliminate the inefficiencies of disconnected systems—integrate Zendesk Support and Salesforce today for a unified and efficient workflow that delivers exceptional customer experiences.