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Salesforce Integration Using Zendesk API In The Digital Advertising Company

About The Company:

Our client is a digital advertising network that specializes in connecting pharmaceutical and healthcare brands with niche audiences. Established in 1999, our client is the longest-serving digital advertising network in the healthcare and pharmaceutical sectors.

With more than 85 exclusive relationships with leading healthcare publishers, medical societies, and associations, our client provides unparalleled access to healthcare professional and consumer audiences. Through their unique marketing platform, they help their clients to reach their target audiences effectively and efficiently, making them a trusted partner in the healthcare and pharmaceutical industries.

Customer Challenges:

The client wanted to automatically create a ticket in Zendesk when an opportunity was created in Salesforce. For this, the client had a business requirement to integrate Salesforce and Zendesk.

The challenges they were facing:

  • Integrate Salesforce and Zendesk
  • Automatically create a ticket in Zendesk when an opportunity is created in Salesforce.
  • The opportunity owner should be the ticket owner.
  • The account associate should be listed as a follower on the ticket when the opportunity moves to "proposal submitted."
  • The account associate should be notified when the opportunity moves to "verbal."
  • When the opportunity moves to closed/won, a form should be kicked out asking for details about the distribution list, campaign screenshots, etc

Solution:

CloudCache Consulting, a leading Salesforce integration solutions provider, understood their issues and suggested a custom integration using Zendesk APIs.

using  our Salesforce Professional Resources, we suggested the following solution steps to them.

  • Custom integration with Salesforce using Zendesk APIs.
  • Trigger created in Salesforce to send an API call to Zendesk when an opportunity is created.
  • API call creates a ticket in Zendesk, with the opportunity owner set as the ticket owner.
  • Trigger created in Salesforce to notify Zendesk when an opportunity moves to "proposal submitted” and adds the Account Associate as a follower on the ticket.
  • Salesforce to notify Zendesk via Zendesk API  when an opportunity moves to "verbal."

Results:

With the integration of Salesforce and Zendesk, the client could automate their workflow and ensure that important information was being tracked.

The custom integration created by us allowed the client to

  • Automation of workflow.
  • Improved communication between teams.
  • Time-saving.
  • Opportunity owners are always aware of the status of their opportunities.
  • Account Associate is notified of changes in status.
  • Important information is captured and stored in Zendesk.

Technologies and Tools Used:

Salesforce, Zendesk, Zendesk API

Why Choose CloudCache Consulting For Salesforce Implementation?

The custom integration solution provided by CloudCache Consulting has enabled clients to automate their workflow, improve team communication, and save time. With the Salesforce and Zendesk integration, clients can efficiently manage their opportunities and ensure that important information is captured and stored in Zendesk.

The client is extremely satisfied with the results and the custom solution provided by CloudCache Consulting. If you are looking for Salesforce Implementation or wanna  utilize our Salesforce Professional Resources as well, feel free to contact us today.

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