Connect Zendesk to Salesforce

Support works in Zendesk, account teams work in Salesforce, and each is blind to the other. Agents do not know an account's plan or renewal date. CSMs do not know an account just opened five urgent tickets. The usual fixes are a shallow native connector or a manual weekly export.

• A new ticket is stamped with the account's plan, ARR, and CSM from Salesforce before an agent picks it up
• Tickets and Cases stay in step both ways: status, priority, assignee, and public comments sync, with a loop guard so an update the sync made does not trigger itself back
• Ticket volume, first response time, and CSAT roll up to the Salesforce Account, so success sees support health next to renewal date
• Every record change is a run you can inspect, so a case that fell out of sync can be traced to the sync that wrote it

The enrichment and sync flow most teams turn on first.

New Zendesk ticket to a linked Salesforce Case, with account context and a loop check

Started on ticket creation, with a second flow for ongoing two-way updates.

1. 1
   Trigger: a Zendesk trigger fires on Ticket is Created and calls a Neblex Webhook trigger with the ticket ID and the requester email.
2. 2
   Resolve account: search Salesforce for a Contact by email, then read its Account for Plan__c, ARR__c, CSM__c, and Renewal_Date__c.
3. 3
   Stamp the ticket: a Zendesk ticket update sets the tier custom field, the CSM custom field, and a tag of tier-enterprise or similar.
4. 4
   Write the case: Salesforce Upsert by external ID on Case, keyed on Zendesk_Ticket_Id__c, mapping the fields below and linking the Contact and Account.
5. 5
   Loop check: the reverse flow, which polls Salesforce Case changes, skips any change whose last-modified-by is the integration user.
6. 6
   Ongoing: a two-way flow syncs status, priority, assignee, and public comments. A Zendesk status maps to a Case status through a lookup, not one to one.
7. 7
   Rollup: a scheduled flow recomputes open ticket count and 30-day CSAT per account and writes them to the Salesforce Account.

The starting map for the Zendesk ticket to Salesforce Case step. The status map is a lookup, not a direct copy.

• Tickets to Cases. New tickets create linked Cases. Status, priority, assignee, and public comments sync on every update. (Zendesk to Salesforce)
• Account context. Plan, ARR, CSM, renewal date, and account health are written to Zendesk ticket fields and the organization record. (Salesforce to Zendesk)
• Case changes back. A Case status change, an internal comment, or a reassignment made in Salesforce syncs to the Zendesk ticket on the next poll, unless the integration user made it. (Salesforce to Zendesk)
• Support rollups. Open ticket count, first response time, and 30-day CSAT per account roll up to the Salesforce Account on a schedule. (Zendesk to Salesforce)

The same controls apply to this sync as to every other Neblex workload.

• Run history. Every record sync is a run with each step's input and output, including the loop check. A failed run can be replayed from the step that failed, and the upsert stops a second case.
• Approval steps. Add a Wait for form step before a bulk status change, so a mapping error does not close a thousand cases.
• Scoped access. Zendesk uses an agent API token with the needed role. Salesforce uses a connected app and a permission set limited to Case, Contact, and Account.
• Environments. Build against a Zendesk sandbox and a Salesforce sandbox, then promote the same flow and mappings to production.