Configure and run the flows in Salesforce – Zendesk Support quickstart integration template

Contents

• Overview: Understanding the Salesforce - Zendesk Support quickstart integration template
• Install the Salesforce - Zendesk Support quickstart integration template
•  Configure and run flows in the Salesforce - Zendesk Support integration template
  • Salesforce accounts to Zendesk Support organizations
  • Salesforce cases to Zendesk Support tickets
  • Salesforce contacts to Zendesk Support users
  • Zendesk Support organizations to Salesforce accounts
  • Zendesk Support tickets to Salesforce cases
  • Zendesk Support users to Salesforce contacts

After you install the template, additional record mapping is required to integrate the template’s exports and imports with your Salesforce and Zendesk Support apps.

Note that all of your flows are disabled when first installed. After configuring the flows, you can enable them in your Flows dashboard or in Flow Builder with the Off/On toggle button and then run or schedule each flow.

Salesforce accounts to Zendesk Support organizations

This flow syncs Salesforce accounts as Zendesk Support organizations. When an account is updated/created in Salesforce, this integration flow exports accounts from Salesforce to Zendesk Support organizations.

Flow details

• Export source: Salesforce
• Built-in export: Get Salesforce accounts - get all accounts from Salesforce that have been modified since this flow last ran.
• Import destination: Zendesk Support
• Built-in import: Import Zendesk Support organizations - add/update organizations into Zendesk Support with name as the lookup identifier.

Salesforce cases to Zendesk Support tickets

This flow syncs Salesforce cases as Zendesk Support tickets. When a case is updated/created in Salesforce, this integration flow exports the case from Salesforce to the Zendesk Support ticket.

Flow details

• Export source: Salesforce
• Built-in export: Get Salesforce cases - get all cases from Salesforce that have been modified since this flow last ran.
• Import destination: Zendesk Support
• Built-in import: Import Zendesk Support users - add/update users into Zendesk Support with email as the lookup identifier.
• Built-in import: Import Zendesk Support tickets - add/update tickets into Zendesk Support with the subject as the lookup identifier.

Setup instructions

1. Configure the following static mapping according to your business requirements in Import Zendesk Support tickets, before running the flow.

Salesforce contacts to Zendesk Support users

This flow syncs Salesforce contacts as Zendesk Support users. When a contact is updated/created in Salesforce, this integration flow exports the contact from Salesforce to the Zendesk Support user.

Flow details

• Export source: Salesforce
• Built-in export: Get Salesforce contacts - get all contacts from Salesforce that have been modified since this flow last ran.
• Import destination: Zendesk Support
• Built-in import: Import Zendesk Support users - add/update users into Zendesk Support with email as the lookup identifier.

Zendesk Support organizations to Salesforce accounts

This flow syncs Zendesk Support organizations as Salesforce accounts. When an organization is updated/created in Zendesk Support, this integration flow exports the organization from Zendesk Support to the Salesforce account.

Flow details

• Export source: Zendesk Support
• Built-in export: Get Zendesk Support organizations - get all organizations from Zendesk Support that have been modified since this flow last ran.
• Import destination: Salesforce
• Built-in import: Import Salesforce accounts - add/update accounts into Salesforce with ID as the lookup identifier.

Note: Ensure you installed the Salesforce package to create the required custom fields prior to running this flow.

Zendesk Support tickets to Salesforce cases

This flow syncs Zendesk Support tickets as Salesforce cases. When a ticket is updated/created in Zendesk Support, this integration flow exports the ticket from Zendesk Support to the Salesforce case.

Flow details

• Export source: Zendesk Support
• Built-in export: Get Zendesk Support tickets - get all tickets from Zendesk Support that have been modified since this flow last ran.
• Import destination: Salesforce
• Built-in lookup: Get Zendesk Support users by ID - syncs a user from Zendesk Support by ID.
• Built-in lookup: Get Zendesk Support organization by ID - syncs an organization from Zendesk Support by ID.
• Built-in import: Import Salesforce cases - add/update cases into Salesforce with ID as the lookup identifier.

Note: Ensure you installed the Salesforce package to create the required custom fields prior to running this flow.

Before you begin

1. The Zendesk Support organization name and the Salesforce account name should be the same.
2. The Zendesk Support user name and the Salesforce contact email should be the same.

Zendesk Support users to Salesforce contacts

This flow syncs Zendesk Support users as Salesforce contacts. When a user is updated/created in Zendesk Support, this integration flow exports the user from the Zendesk Support user to the Salesforce contact.

Flow details

• Export source: Zendesk Support
• Built-in export: Get Zendesk Support users - all users from Zendesk Support that have been modified since this flow last ran.
• Import destination: Salesforce
• Built-in import: Import Salesforce contacts - add/update contacts into Salesforce with the configured custom field as the lookup identifier.
  • preMapFunction hook: ProcessingZendeskusername.js - normalize data for user name. 

Note: Ensure you installed the Salesforce package to create the required custom fields prior to running this flow.