Introduction to Synchronize Zendesk Tickets with Salesforce Cases recipe

The Synchronize Zendesk Tickets with Salesforce Cases recipe is based on REST and SOAP APIs. Use the recipe to synchronize a Zendesk ticket with a Salesforce case based on a webhook request from Zendesk without manual intervention.

When a ticket is created or updated in Zendesk, Zendesk sends a webhook and triggers the process. The process uses the ticket ID from the request and calls Zendesk to retrieve data from the Ticket entity. The process uses the Zendesk ID and Organization ID to search for an account in Salesforce. If the account exists, the process updates the data for the Salesforce account. Otherwise, the process creates a new account in Salesforce. The process skips the step if the organization is not specified in the ticket.

The process for contact entities uses the same steps as the account entities. The process uses the Zendesk ID and ticket ID to search for a case in Salesforce. If the case exists, the process updates the data for the Salesforce case. Otherwise, the process creates a new case in Salesforce.