Salesforce Zen Desk Integration | Infogen Labs

The Context

Zen desk is a complete customer service solution that's easy to use and scales with your business. Learn more about Zen desk for Service. Zen desk Sales CRM enhances productivity, processes, and pipeline visibility for sales teams. The Salesforce integration integrates Zen desk Support and Salesforce, built on Zen desk’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 Zen desk.

Approach

Salesforce and Zen desk are two leaders in CRM systems. Zen desk is a cloud platform solving mainly used for Support functions. Salesforce is a CRM platform that covers the needs of different business functions in the company. Sometimes a business needs to have support-related data in Salesforce or vice versa: sales or marketing-related data in Zen desk. These two giant platforms’ integration is a way to business processes optimization and efficiency.

In this article we are covering one of the way to connect Zen desk and Salesforce: Zen desk Admin Center.

Zen desk – Salesforce Integration 

• The Zen desk for Salesforce integration connects your Salesforce accounts to Zen desk accounts.
• It allows Zen desk tickets to be viewed in Salesforce from an Account, Contact, Lead, or Opportunity page. You can also create and edit Zen desk tickets, and sync Salesforce accounts to Zen desk organization data. For more information about the benefits and the limitations of the Zen desk for Salesforce integration.
• The Zen desk 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 Zen desk Support administrator and Salesforce administrator to set up your integration.

Zen desk to Salesforce Migration – Comparison of Zen desk to Salesforce

• Object Terminology

• User and Contact Creation Difference

• Custom Field Data Types – Comparison

• Views/List View (Record list) Comparison

• Macros Comparison

• Organization/ Account Object Comparison

• Form/ Page Layout Comparison

• Role (Profile) Comparison

•  Groups (Queue) Comparison

• Business Rules New Terminology Zen desk VS Salesforce Comparison

• Ticket Routing Comparison

• Trigger Comparison

• Automation Comparison

• Service Level Agreements Comparison

• Answer Bot Comparison

Zen desk Software Overview

The Zen desk Support mobile app is an app for agents and team leads to view and respond to Zen desk tickets from your mobile device or table. It's designed to let you quickly work with support tickets on your mobile device, including: Sorting, filtering, and searching tickets and ticket views.

• Zen desk Admin Center

Zen desk Admin Center provides a central location for managing global, cross-product settings such as account ownership, subscriptions, security settings, integrations, and custom objects. It also includes settings to manage the Support ticketing interface, including views, macros, triggers, automations, and more.

Admin Center is available for Support, Guide, Chat, Talk, Explore, and Sell. Customers with Legacy Chat and Legacy Sell accounts do not have access to Admin Center.

The features you can access in Admin Center varies depending on whether you’re an account owner, admin, or agent.

• Zen desk Sell

Zen desk Sell helps you to manage your contacts, leads, and sales. It was built to help you stay on top of your sales and allow you to focus your energy on finding new clients and growing your business. While it is very easy to use, we thought you’d enjoy some quick tips on figuring out how you can make Sell best suit your needs.

• Zen desk Export Feature

Zen desk allows to export data in JSON, CSV, or XML file.

Zen desk to Salesforce Integration: Using App Exchange project 

• The Zen desk for Salesforce integration connects your Salesforce accounts to Zen desk accounts. It allows Zen desk tickets to be viewed in Salesforce from an Account, Contact, Lead, or Opportunity page. You can also create and edit Zen desk tickets, and sync Salesforce accounts to Zen desk organization data.
• The Zen desk 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 Zen desk Support administrator and Salesforce administrator to set up your integration. The setup process requires performing a series of tasks:

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. To disable Salesforce sessions being locked to an IP address follow below steps -

1. Log in to your Salesforce account.
2. Click on the Setup.
3. Search for SETTINGS > Security, select Session Settings.
4. Review and ensure the Lock sessions to the IP address from which they originated checkbox is not selected.

Connecting Zen desk 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 Zen desk sandbox account and Salesforce sandbox account first. To connect Zen desk to Salesforce, follow below steps –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 Zen desk sandbox account and Salesforce sandbox account first. To connect Zen desk to Salesforce, follow below steps –

1. In Admin Center, click the Apps and integrations icon in the sidebar, then select Integrations > Integrations.
2. Click Connect next to the Salesforce integration.
3. Select the Salesforce instance to set up the integration.
4. 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. You will be asked to log in to Salesforce if you are not already logged in. Do this in a private web browser window to ensure that there is only one active Salesforce session.
5. Click Install. When the package has finished installing, click Done.
6. Return to the Admin Center, accept the Built by Zen desk Terms of Use, and click Connect. On the Allow Access? screen, click Allow.

Setting up user access to Zen desk tickets in Salesforce

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

1. In Salesforce, click on the Setup.
2. Search for Manage Connected Apps and click the Salesforce Integration for Zen desk app.
3. Click Edit Policies.
4. Under OAuth Policies, set Permitted Users to "Admin approved users are pre-authorized" and click Save. This is a required setting.
5. Return to the Manage Connected Apps page, and click the Salesforce Integration for Zen desk app.
6. Under Profiles, select Manage Profiles.
7. Select the user profiles in Salesforce which can view Zen desk tickets. You must select the System Administrator profile. User profiles that are not selected will not be able to view Zen desk tickets.
8. Click on Save.

 Reference:  https://support.zendesk.com/hc/en-us

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