Salesforce

Easily act with a unified view of the customer across Sales and Service

Zendesk is a Salesforce ISV partner. 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.

The Salesforce integration for Zendesk helps facilitate a unified view of the customer across Sales and Service so you can:
* Empower agents with customer context to personalize service interactions by surfacing Salesforce objects and records in Zendesk
* Keep your teams in sync by enabling Sales to collaborate on Zendesk tickets directly from Salesforce
* Boost productivity with automation by connecting and automating workflows across Zendesk and Salesforce

Empower agents with customer context from Salesforce
customer_context
- Personalize service interactions by viewing any Salesforce objects and records next to a live ticket in Zendesk

Boost team productivity by automating workflows across sales and service
automating_workflows
- Automate workflows across Salesforce and Zendesk by syncing Salesforce accounts, contacts, and cases to Zendesk orgs, users, and tickets

Support sales conversations with visibility into service issues from Salesforce
service_issues
- Resolve account issues faster by enabling sales to collaborate on tickets directly in Salesforce

By enabling this app, you agree to the Built by Zendesk Terms of Use and the following data usage policy:

In the provision of this Application (a) your Customer Data (as defined in Your agreement with Salesforce) will be transmitted or processed outside of the Salesforce systems and to that extent Salesforce is not responsible for the privacy, security or integrity of that Customer Data; and (b) data transmitted or processed by the Application outside Salesforce’s systems shall not constitute Customer Data (as defined in Your Agreement with Salesforce).

App details

Works with
Support
Installs
3,500+
Author
Zendesk
Version
3.0.0
Price (USD)
Free

Apps install directly into your account

What people are saying

3.0

(1495)
4 reviews
Bryan Matias
over 3 years ago

Echoing the other 2 reviewers, the lack of logging is a real pain. The integration is failing to fire for a ton of users, though seemingly everything is set up correctly. If there was logging, I'd be able to figure out what the heck is going on. When it does work, it's great. But when it stops working 3 weeks in without notifying you, you'll be pulling your hair out trying to figure out how to fix it.

Mark Leci
over 4 years ago

We've had a few issues with this app, the biggest is that any mapped field value needs to have an equivalent value in Zendesk or the integration fails to run. Given that there's also no logging, this is a huge pain.

Anonymous
about 5 years ago

Great app. Our support loves to see some of the Salesforce info when working on a Zendesk ticket. Small minus: We never 'create' a Lead or Account from the app, so this part should be optional. It's wasted space now.

Anonymous
about 5 years ago

While this is step the right direction, there are some major deficiencies here. The Good: Far more options of what to sync, and controllable in Zendesk! Bravo! The Bad: There is currently (2020-01-06) no logging to audit sync of SFDC Accounts and Contacts. Sync for Accounts and Contacts randomly turned off over the weekend. The External ID can not be used for matching purpose and you must use User or Organization field for the sync. So if agents have edit they ca edit the value used for mapping the Account -> Org or Contact -> Enduser and break the sync of updates. The is no update to the SFDC Contact or Account to show that sync occurred as with the old sync mechanism. Zendesk Talk related testing with E.164 enforcement enabled prevented the sync of ALL contacts from Salesforce that had 1 or more phone numbers not in the E164 format.

Displaying 4 of 4 ratings

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