how to use salesforce in zendesk

• In Admin Center, click the Apps and integrations icon () in the sidebar, then select Integrations > Integrations.
• Click Connect next to the Salesforce integration.
• Select the Salesforce instance to set up the integration. Note: You can only connect one Salesforce account to one Zendesk account. ...
• Click Install managed package. This opens Salesforce in a new web browser tab. The package installs a Lightning component and Visualforce component which is used for the Ticket View feature. ...
• Click Install . When the package has finished installing, click Done.
• Return to the Admin Center, accept the Built by Zendesk Terms of Use, and click Connect.
• On the Allow Access? screen, click Allow.

Full Answer

How does Salesforce work with Zendesk?

Setting up user access to Zendesk tickets in Salesforce

• In Salesforce, click on the cog () in the upper right pane, and click Setup.
• In the left navigation pane under Platform Tools , select Manage Connected Apps and click the Salesforce Integration for Zendesk app.
• Click Edit Policies.
• Under OAuth Policies, set Permitted Users to "Admin approved users are pre-authorized" and click Save. ...

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Does Zendesk integrate with Salesforce?

The Zendesk for Salesforce integration is available if you are using Salesforce edition: Performance, Unlimited, Enterprise, Developer Edition (or other editions with Salesforce API rights, such as Professional with the API add-on). You must be a Zendesk Support administrator and Salesforce administrator to set up your integration.

What are the differences between Salesforce and Zendesk?

• Zendesk - popular customer service and engagement platform to raise productivity, and increase customer satisfaction. Here are its key features:
• Blended call center
• Escalation management
• Queue management

How to create custom app in Salesforce?

Create an App

• Learning Objectives. Create a Salesforce app that includes standard collaboration and analytics features.
• Introduction. In this project, you learn how to build an application on the Salesforce Platform from start to finish, without writing any code.
• Launch Your Trailhead Playground. ...
• Create an App and a Custom Object. ...

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How do I create a Zendesk ticket in Salesforce?

To create a ticketIn Salesforce, click on the App Launcher icon in the upper left, and select an Account, Contacts, Leads, or Opportunities page.In your ticket view in your Salesforce page, click New ticket.Enter details in the new ticket form. ... Click Submit as.

Is Zendesk same as Salesforce?

Zendesk is more focused on simple customer support, with an intuitive experience for the user. On the other hand, Salesforce customer Service Cloud can integrate with its sales and marketing software solutions. This can provide you with a lot of valuable information on your customer.

How does Zendesk integrate with sell and support?

In Sell, click the Settings icon ( ), then go to Integrations > Integrations. Select the Zendesk Support integration, and click Enable. To right of View Support tickets in Sell, click Enable, then in the Support tickets in Sell dialog, click Enable.. (Optional) Click Add users to groups.

Does Zapier work with Zendesk?

Zapier lets you connect Zendesk with thousands of the most popular apps, so you can automate your work and have more time for what matters most—no code required.

Does Zendesk use Salesforce?

The Salesforce integration integrates Zendesk Support and Salesforce, built on Zendesk's infrastructure using Salesforce public APIs. This integration enables collaboration between sales and support teams by providing visibility into customer information and support activities between Salesforce and Zendesk.

Which is better Salesforce or Zendesk?

So for the Salesforce vs Zendesk discussion from the features standpoint, Salesforce provides a better 360° customer visibility that enables users to market their product well and also use impactful tools to increase sales. In comparison, Zendesk offers easy-to-use features with limited capabilities.

What is zendesk CRM?

Give CRM software a try Sell, the Zendesk CRM, is an intuitive-yet-powerful sales CRM, designed with customer relationships in mind. Our cloud-based CRM platform makes accessing information easy for your entire team—anytime and anywhere. It's simple: customers are happier when they feel heard.

How do you add integrations in Zendesk?

Creating a channel integration generally consists of the following steps:Create the integration service.Create a Zendesk app to install the channel integration in Zendesk Support instances.Host a manifest file.Create and host an HTML administrative interface.Create an admin interface endpoint.More items...

How do I activate a zendesk sale?

Getting started with Zendesk SellPart 1: Navigating Sell.Part 2: Setting up.Part 3: Connecting your email and calendar.Part 4: Adding data.Part 5: Configuring your sales pipeline.Part 6: Start selling with Sell.Part 7: Getting mobile with Sell.Part 8: Integrating Zendesk Support with Sell.More items...

How do you integrate Zapier with Zendesk?

How Zapier + Zendesk Integrations WorkStep 1: Authenticate Zapier and Zendesk.Step 2: Pick one of the apps as a trigger, which will kick off your automation.Step 3: Choose a resulting action from the other app.Step 4: Select the data you want to send from one app to the other.That's it!

Does Zendesk work with HubSpot?

The HubSpot integration allows HubSpot users to receive Zendesk ticket events and chat transcripts in the HubSpot's contact timeline. This integration is available to all HubSpot subscriptions.

What does HubSpot integrate with?

HubSpot and Salesforce's integration is a bridge between your marketing database and your sales database, allowing activity and information to move seamlessly between the two. With the HubSpot Salesforce integration, your sales team will consistently have the most up-to-date leads from your marketing team.

Checking your Salesforce session settings

The integration requires your Salesforce session settings to be not set to a locked IP address. If your session settings remain locked, your integration will be disconnected once a session expires.

Connecting Zendesk to Salesforce

The Admin Center is where you set up and configure your integration including the integration location. It is recommended to test the integration with your Zendesk sandbox account and Salesforce sandbox account first.

Setting up user access to Zendesk tickets in Salesforce

After setting up your connection between Zendesk and Salesforce, you need to define which user profiles in Salesforce can view Zendesk tickets.

Disconnecting the integration

The Zendesk for Salesforce integration can be disconnected in the Admin Center. Once disconnected, your configuration settings are still retained. if you decide to set it up again. If you are setting up the integration again, you will need to enable syncing and activate the Salesforce trigger again.

Installing and enabling the Salesforce app in Zendesk

The Salesforce app can be downloaded and installed from the Zendesk Marketplace.

Connecting Zendesk Support to Salesforce

After installing the Salesforce app, you need to connect Zendesk to Salesforce. You must have administrator credentials in Salesforce to perform this task.

Configuring the Salesforce app

You can customize the data displayed in the Salesforce app, and how often the data is refreshed, by configuring the app settings discussed in this section. These settings are applied when viewing Salesforce information from a ticket, and are configured as part of a single process.

Viewing Salesforce information from a Zendesk Support ticket

After you have installed the Zendesk for Salesforce app you can easily view Salesforce information from a ticket in Zendesk.

Understanding the data sync process

A data sync is triggered when a mapped field is updated in an existing Salesforce record, or a new record is created. Any unmapped fields that are updated do not trigger the sync.

Setting up a data sync

Setting up a data sync requires performing several tasks in Salesforce and the Zendesk Admin Center.

Understanding sync filtering

In the Data Sync > Sync Filtering section, you can apply a filter to choose which Salesforce accounts are synced to Zendesk, or choose which Salesforce Contacts or Leads accounts are synced to Zendesk. You can control the sync by building conditional statements. If no filters are set, all accounts are in scope for syncing.

Understanding matching criteria

In the Data sync > Matching criteria section, the criteria is set for matching Salesforce Accounts to Zendesk organizations, or Salesforce Contacts or Leads to Zendesk users.

Understanding field mapping

The field mapping sections enable Salesforce fields to be mapped to Zendesk fields. Every field for a Salesforce Account, Contact, or Lead should be mapped to a standard or custom Zendesk field. The mapped fields are updated during the sync.

Checking your data sync setup

Use the following checklist to help check your data sync is setup correctly:

Keep your teams in sync

Make it easier for sales and support to get visibility into the right customer data. Integrate Zendesk and Salesforce in minutes, so you always have the right information.

Give reps valuable lead activity

Close more deals and reduce resolution times by giving sales access to customer tickets so they’re looped into conversations with support. Reps can view, create, and update tickets while seamlessly collaborating with your support team.

Leverage smart automations

Improve productivity for sales and support by automating activities across systems. Create connected workflows for instant resolutions, like reassigning tickets based on loyalty status stored in Salesforce.

Understand your business

Identify trends across all touchpoints of customer interactions. Enhance your Salesforce reporting to include Zendesk ticket data so that you can make more informed business decisions.