Setting Up Zendesk SLA with Salesforce
How do I set up a Zendesk SLA based on Salesforce user or organization?
To set up a Zendesk SLA based on a Salesforce user or organization, you need to configure syncing and mapping between the two platforms.
First, ensure you have a Professional or Enterprise level Zendesk account and the Zendesk for Salesforce app installed. You'll also need a Group or Professional edition of Salesforce. Start by configuring user and organization syncing in Salesforce, opting for an ongoing sync to keep data up-to-date. Then, select a pairing to modify its sync settings, choosing between Accounts and Organizations, Leads and Users, or Contacts and Users. Finally, establish a Tag or Field mapping in Salesforce to apply a tag to a Zendesk ticket, which will trigger the SLA. For more details, visit theoriginal link.
More related questions
What are the prerequisites for setting up a Zendesk SLA with Salesforce?
Before setting up a Zendesk SLA with Salesforce, ensure you meet certain prerequisites. You must have a Professional or Enterprise level Zendesk account, as the SLA feature is only available at these levels. Additionally, the Zendesk for Salesforce…
How do I configure user and organization syncing in Salesforce for Zendesk SLA?
Configuring user and organization syncing in Salesforce is crucial for setting up a Zendesk SLA. You have the option of a one-time sync or an ongoing sync, with the latter being recommended to keep your Zendesk data current with Salesforce. Once…
What is the difference between Tag Mapping and Field Mapping in Salesforce for Zendesk SLA?
Tag Mapping and Field Mapping are two methods to establish SLAs in Zendesk using Salesforce data. Tag Mapping allows you to choose an existing field in Salesforce to automatically populate a value as a domain name, tag, or note associated with the…
How do I establish a tag condition for a Zendesk SLA policy?
Establishing a tag condition for a Zendesk SLA policy involves using the tag value from your Salesforce mapping. Once you have configured syncing and mapping between Salesforce and Zendesk, you will have a tag value based on the user or…
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