Plan requirement
| Subscription | Suite Growth or higher, Support Professional or higher |
| Access | Admin |
Customer data from your CRM beside the ticket. Powerful, and it needs a decision about which system owns what.
Connect it
- Install the integration in Admin Center.
- Authorise it against Salesforce.
- Map the fields you want visible on the ticket.
- Decide the direction of any synchronisation.
- Test with a real customer record.
Decide which system owns the customer
Usually the CRM. Then Zendesk displays and does not overwrite, and there is one authoritative record.
Two systems both allowed to update the same field produces silent disagreement, and nobody notices until somebody acts on the wrong version.
Display before synchronising
Showing account details, plan and owner beside the ticket gives agents nearly all the benefit with none of the risk. Start there.
Two-way synchronisation is a project; displaying is a configuration.
Map few fields
What an agent needs before replying: who this is, what they pay for, who owns the account. Ten fields nobody reads is clutter beside every ticket.
Matching is the hard part
Records are linked by email address or an identifier. Customers writing from a different address show as unmatched, and an unmatched record looks like a new customer.
Check how often that happens before relying on it.
Authorise with a service account
Not somebody's personal login. When they leave, the connection breaks quietly and agents lose the panel without knowing why.
Ask us before a two-way setup
Synchronisation between systems is where most integration projects go wrong. Contact pluscloud support and we will work through what should own what.
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