Cases

This page documents how Zendesk tickets are synchronized to Salesforce Cases, including the automated workflow, administrator procedures, and troubleshooting guidance.

Understanding Salesforce Cases

What are Salesforce Cases

In Salesforce, a Case is a record that tracks a customer’s question, issue, feedback, or request.

How do tickets become Salesforce Cases

Note: Only tickets associated with a Zendesk organization are synced to Salesforce. Tickets without an organization (such as free user inquiries) are not synced.

Whenever a ticket (associated to an organization) is created or closed, a trigger in the Zendesk instance triggers a pipeline (via a Zendesk webhook) in the project for the corresponding Zendesk instance.

This causes the bin/run script to run, which does the following:

• Fetch information on the ticket from Zendesk (including organization, requester, and assignee information)

• Fetch a list of Zendesk forms

• Search Salesforce to determine if the case exists

  SOQL used

  SELECT
    Id,
    Zendesk_Support_Ticket_ID__c,
    Priority,
    Status
  FROM Case
  WHERE
    Zendesk_Support_Ticket_URL__c = 'TICKET_URL'
  

• Creates a case if one does not exist

• Updates the case if one does exist

The information synced to a Salesforce Case from a ticket is:

• Ticket priority
• Ticket status
• Ticket assignee’s name (if one is present)
• Ticket form name
• Ticket requester’s email
• Ticket requester’s name
• Ticket subject
• Agent accessible ticket URL

Administrator tasks

Administrator tasks are performed by Customer Support Operations team members with appropriate access to the project repositories.

Modifying the sync projects

To modify the sync that manages Salesforce cases, you will need to create a MR in the corresponding project repo (which one depends on the change being made). The exact changes being made will depend on the request itself.

After a peer reviews and approves your MR, you can merge the MR. Because this is an Ad-hoc deployment type, the changes will be used the next time a ticket is created or closed (which triggers the sync).

Common issues and troubleshooting

Case not created in Salesforce

If a Zendesk ticket does not have a corresponding Salesforce case, it indicates the ticket was not associated with an organization in Zendesk at the time of creation. If association occurs on the ticket prior to it closing, a case will be created at the time of ticket closure.