How are zendesk contacts created in salesforce


Our Zendesk sync is configured so that requester email addresses are matched and synced to existing Lead or Contact email addresses in Salesforce. When there is no matching email address, a new Contact record is created in Salesforce without an Account.Apr 2, 2021

Table of Contents

How connecting Zendesk and Salesforce can help your business?

Connecting Zendesk and Salesforce can make life easier for your sales and support team members. Implementing a CRM is the best way to ensure that your customer support efforts yield the greatest return for the business and enable your team to deliver the best possible customer experience.

How do I view Zendesk tickets in Salesforce?

It allows Zendesk tickets to be viewed in Salesforce from an Account, Contact, Lead, or Opportunity page. You can also create and edit Zendesk tickets, and sync Salesforce accounts to Zendesk organization data.

Why do you pay for Zendesk integration fees?

We pay fees for the right to integrate the Zendesk application with the Salesforce services and create custom functionality linking the Zendesk application and Salesforce platforms. *

Why are some fields not supported by the Salesforce Streaming API?

Fields not supported by the Salesforce Streaming API are not available in data syncing Bi-directional real time data sync (it is one way from Salesforce to Zendesk) The hierarchy of Parent/Child Accounts in Salesforce (All data transfers but does not retain its hierarchical structure once in Zendesk.)


How does Zendesk Integrate with Salesforce?

Connecting Zendesk to SalesforceIn 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. … Click Install managed package. … Click Install .More items…

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.

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.

Can HubSpot integrate with Salesforce?

The HubSpot-Salesforce integration allows you to pass data between HubSpot and Salesforce seamlessly, and maintain consistency between your marketing and sales teams.

Which one is better Zendesk for Salesforce?

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.

How do I migrate from Zendesk to Salesforce?

Step-by-step Data Migration from Zendesk to Salesforce Service CLoudStep 1: Create two SQL Server database tables. Create an SQL server table to house the mapping for Salesforce Case ID and Zendesk Case ID. … Step 2: Begin the export and import of data between Zendesk and Salesforce. … Step 3: Execute the SQL code.

What is the difference between Zendesk and HubSpot?

What is the difference between Zendesk and HubSpot? Zendesk is mainly a help desk solution while HubSpot can be used for marketing, sales, customer service, CMS, and operations.

What makes HubSpot different?

HubSpot has become famous for its simple and intuitive interface and the CMS is definitely in line with that user-friendly, straightforward style. Put simply you don’t need to be a front-end developer or have any real tech experience to create visually great, attractive and effective landing pages or blogs.

How does Jira integrate with Zendesk?

To link to an existing Jira issueIn Zendesk, go to the ticket you’d like to link to a Jira issue.Click Link Issue in the Jira panel. Note: If the Jira app is not displayed on the right side of the agent interface, click Apps.Enter your issue key (XXX-000) or paste a link to the issue. … Click Link issue.

Which is bigger Salesforce or HubSpot?

HubSpot vs Salesforce CRM In terms of market share, Salesforce is the leader with a 19.6% market share and over 150,000 customers.

How do Salesforce and HubSpot work together?

The Standard HubSpot Salesforce Integration Out of the box, the HubSpot Salesforce integration creates new leads in Salesforce from new contacts in HubSpot. When an opportunity is won in Salesforce, the contact’s lifecycle stage in HubSpot is set to ‘Customer’. By default, Contacts sync between HubSpot and Salesforce.

How do I link an account and contact in Salesforce?

Enable Social Accounts and Contacts Just log in to your Salesforce org as an admin -> Go to setup -> type “Social” in Quick Find Box -> Click “Social Account and Contacts Settings”. Check “Enable Social Accounts, Contacts and Leads”.

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.

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:

Recommendations before setting up

Ticket sync is an advanced feature and it is important to understand the behavior before setting it up in your production accounts. We recommend the following tasks:

Setting up Ticket Sync

Setting up ticket sync requires performing a number of tasks to the Salesforce Case Object, Zendesk triggers, and in the Zendesk Admin Center.

Creating a Salesforce Case Record Type

Record types are used to implement a custom business process in Salesforce. It is not mandatory to create a record type. However, if you are using your Salesforce Case Object for another process, the record type ensures the Zendesk tickets are kept separate.

Installing the Ticket Sync package in Admin Center

The ticket sync package creates standard Zendesk ticket fields in the case object and maps them to standard Case fields.

Configuring Zendesk tickets to Salesforce cases sync

Once the steps in the previous sections are completed, the ticket sync is enabled to allow mapping and syncing Zendesk fields to Salesforce cases.

Configuring and activating Zendesk triggers

Zendesk Triggers are created from conditions and actions. They run immediately after Zendesk tickets are created or updated.

Standard field mappings

When the ticket sync package is installed, Zendesk creates and maps most of the standard ticket fields to Salesforce case fields as shown in the following table.

Understanding the multiple organization syncing process

When the multiple organizations feature is enabled, multiple Salesforce contacts with the same email address which belong to different Salesforce accounts can be connected in Zendesk Support to a user belonging to multiple organizations. The linking of a user to an organization in Zendesk is known as an organization membership.

Sync behavior when multiple organizations is enabled or disabled

To understand what happens during syncing, the following table describes some scenarios and the actions and results when the multiple organizations feature in Support is enabled and disabled.

Introduction to Salesforce

The United States-based Salesforce is a cloud computing service as a software (SaaS) providing company. It is a global leader in developing customer relationship management platforms that help enterprises automate critical business processes, including sales, marketing, customer service, and many more.

Key Services offered by Salesforce

Salesforce being one of the world’s largest CRM platforms offers various services to its clients that can be used to upscale operation and automate critical business processes. Below are a few services that are offered by Salesforce.

Introduction to Zendesk

Zendesk is a software company that specializes in developing cloud-based customer service solutions to help companies improve the quality of their customer support. The company also provides sales automation support tools that enable businesses to effectively deal with target audiences to increase conversion rate and revenue generation.

Key Services offered by Zendesk

Zendesk CRM platform is known for its capabilities of providing consistent support to its users. With Zendesk, businesses can quickly generate new leads regularly and seamlessly handle high amounts of incoming customers queries. To achieve such results, Zendesk offers multiple services.

Key Differences between Salesforce and Zendesk

Both the companies are currently the market leaders in developing CRM platforms. Nevertheless, they have certain differences that make them stand out from each other. Below mentioned points shed light on Salesforce vs Zendesk:


There can not be one clear winner in this comparison as both platforms come with unique and distinctive capabilities. Businesses with a motive of integrating sales and marketing operations with customer support should have a better experience while using Salesforce.


Leave a Comment