Zendesk
Salesforce integration.
What Zendesk's own Salesforce integration shows and syncs, which plans and editions it needs, and where its limits are.
The Zendesk Salesforce integration is Zendesk's own connector. It shows Zendesk tickets on Salesforce account, contact and lead pages, syncs tickets one way into Salesforce cases, and syncs Salesforce accounts, contacts and leads one way into Zendesk organizations and users. It needs a Zendesk Suite or Support plan and Salesforce API access.
How it works
Is the Zendesk Salesforce sync two-way?
No single flow is two-way. Ticket sync copies Zendesk tickets into Salesforce cases, and data sync copies Salesforce accounts, contacts and leads into Zendesk. Zendesk says changes made in Zendesk are not reflected in Salesforce.
The connector
Support in Zendesk. Context in Salesforce.
Techila Global Services is a Salesforce Summit Partner. We set up Zendesk's Salesforce integration: profiles and permissions, the case record type, field mappings, sync filters and ticket view, and we test them before agents rely on them.
Where you need data the integration does not move, we build and support the extra flows.
What does Zendesk's Salesforce integration do?
| Feature | Direction | Limits Zendesk lists |
|---|---|---|
| Ticket view | Zendesk tickets shown on Salesforce account, contact and lead pages | Other users see tickets only if PKCE is enabled on the connected app |
| Ticket sync | Zendesk tickets to Salesforce cases | Attachments, closed tickets and ticket comments do not sync |
| Data sync | Salesforce accounts to organizations; contacts and leads to users | One way; one Salesforce org to one Zendesk account; uses Streaming API limits |
| Salesforce app in Zendesk | Salesforce customer data in the ticket sidebar | For agents working in Zendesk |
Which way does each Zendesk flow go?
- Tickets to cases (from Zendesk to Salesforce)
- Tickets shown on record pages (from Zendesk to Salesforce)
- Accounts to organizations (from Salesforce to Zendesk)
- Contacts and leads to users (from Salesforce to Zendesk)
- Customer data in the ticket sidebar (from Salesforce to Zendesk)
By default, ticket sync matches Zendesk organization name to Salesforce account name and creates a new account when there is no match. Decide on matching before go-live.
What do you need to connect Zendesk and Salesforce?
- Zendesk: Suite Team, Growth, Professional, Enterprise or Enterprise Plus, or Support Team, Professional or Enterprise.
- Salesforce: Performance, Unlimited, Enterprise or Developer Edition, or another edition with API rights, such as Professional with the API add-on.
- Both admins: a Zendesk Support administrator and a Salesforce administrator. An API-only Salesforce user can't connect it.
- Streaming API enabled for account, contact and lead data sync.
- Filters within limits: up to three ALL and three ANY conditions; formula, lookup, long text area and currency fields can't be used.
When do you need more than the native integration?
The native integration suits teams that want agents in each tool to see the other's records. It is not built for full two-way case and ticket sync, attachments, comments or closed-ticket history.
For those, or for a move of support into Salesforce Service Cloud, we design custom flows on Salesforce APIs or middleware. See our Salesforce integration services, Service Cloud services and Salesforce integrations, or book a discovery call.
Architecture
How do Zendesk and Salesforce share data?
Zendesk
Zendesk integration
Salesforce
What's included
What does Techila set up for Zendesk and Salesforce?
Looking for delivered work? See case studies
FAQ
Frequently asked questions.
What architects ask before commissioning a Techila integration.
Yes. Zendesk's own integration provides ticket view in Salesforce, ticket sync to Salesforce cases, data sync from Salesforce to Zendesk, and a Salesforce app in the Zendesk ticket sidebar.
Zendesk lists Performance, Unlimited, Enterprise and Developer Edition, plus other editions with API rights, such as Professional with the API add-on.
No. Zendesk says ticket attachments, closed tickets and ticket comments do not sync to Salesforce cases. Comments can be viewed through ticket view.
Not for data sync. Zendesk says data sync works between one Salesforce organization and one Zendesk account and does not support multi-instance connections.
Sources
Last reviewed:
- Zendesk Help, Connecting your Salesforce organization to Zendesk (read 10 November 2026)
- Zendesk Help, Setting up ticket sync from Zendesk to Salesforce (read 10 November 2026)
- Zendesk Help, Configuring data sync from Salesforce to Zendesk (read 10 November 2026)
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