Salesforce cases

Zendesk Salesforce cases sync

This is runs at two periods of time:

• whenever a ticket with an organization associated is created
• whenever a ticket with an organization associated is closed

At either event, a pipeline is triggered at at the corresponding project:

• For the Global Zendesks
• For the US Government Zendesks

Both trigger the bin/run script, which does the following:

• Gathers the ticket information (including the organization, requester, and current assignee)
• Checks in Salesforce if an existing cases exists
  • If one does, it updates it with the information
  • If one does not, it creates a case
  • If multiple somehow exist, it exists with an error code of 1

When a case is created or updated, the following information is used to populate said case:

• Account ID
• Description
• Priority
• Status
• Subject
• Ticket assignee Name
• Ticket creation time
• Ticket form name
• Ticket ID
• Ticket organization name
• Ticket requester email
• Ticket requester name
• URL to the ticket

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