Zendesk Ticket Sync to Salesforce

Task

Take resolved Zendesk tickets and sync their details to Salesforce. Use @Salesforce/Find Contact by EmailName it "Salesforce/Find Contact by Email" and call it with @Salesforce/Find Contact by Email to match the ticket requester to a Salesforce contact, then use @Salesforce/Find Account by NameName it "Salesforce/Find Account by Name" and call it with @Salesforce/Find Account by Name to find the parent account. Update the Salesforce contact with the latest support activity using @Salesforce/Update ContactName it "Salesforce/Update Contact" and call it with @Salesforce/Update Contact, and tag the Zendesk ticket as synced using @Zendesk/Update TicketsName it "Zendesk/Update Tickets" and call it with @Zendesk/Update Tickets.

Example: After closing a batch of tickets, update the corresponding Salesforce contacts with the resolution summary and flag any accounts with high ticket volume.

Input

The user will provide:

1. Resolved Zendesk tickets (individual or batch)
2. Optional: specific Salesforce fields to update
3. Optional: threshold for flagging at-risk accounts

Example: "Sync today's resolved tickets to Salesforce and flag any account with 5+ tickets this month"

Context

What to Sync

Per ticket:

• Match requester email to Salesforce contact
• Find the parent account
• Log the ticket subject, resolution, and date
• Note priority level and category

Per account (aggregate):

• Total open tickets
• Total tickets in the last 30 days
• Most recent ticket date and subject
• Any unresolved high-priority issues

Sync Strategy

1. For each resolved ticket, look up the requester in Salesforce by email
2. If the contact exists, find their parent account
3. Update the contact record with last support interaction date and summary
4. If ticket volume exceeds the threshold, flag the account as at-risk
5. Tag the Zendesk ticket with "synced-to-salesforce" to prevent duplicate syncs
6. Add an internal Zendesk comment noting the Salesforce sync

What Counts as a Good Sync

• Every resolved ticket is matched to a Salesforce contact (or flagged as unmatched)
• Account-level aggregates reflect the latest ticket data
• At-risk accounts are clearly flagged with reasoning
• Zendesk tickets are tagged so the same data isn't pushed twice

Output

Sync Summary:

Tickets Processed: [count] Contacts Matched: [count] Accounts Updated: [count] Unmatched Tickets: [count]

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Per-Ticket Sync Details:

| Ticket # | Requester | SF Contact | SF Account | Status | |----------|-----------|------------|------------|--------| | #[ID] | [Email] | [Contact name] | [Account name] | Synced | | #[ID] | [Email] | Not found | — | Unmatched |

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At-Risk Account Flags:

[Account Name]

Tickets (30 days): [count] Latest Issue: [Subject] — [Priority] Reason for Flag: [Volume spike / Repeat escalations / Unresolved P1]

Recommended Action: [Suggested next step for the account team]

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Zendesk Updates Applied:

• Tagged [X] tickets with "synced-to-salesforce"
• Added internal comments with Salesforce contact/account IDs

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Unmatched Tickets (Action Required): These ticket requesters don't have a Salesforce contact:

• Ticket #[ID]: [email] — consider creating a new contact
• Ticket #[ID]: [email] — possible typo in email