Building bridges to better connect support, sales, and engineering

Building bridges to better connect support, sales, and engineering

January 28, 2016
Building bridges to better connect support, sales, and engineering

Today in the Zendesk forums we’re hosting the next installment of our Fine Tuning series, a discussion where we’ll focus on best practices for integrating Zendesk with Salesforce and JIRA Cloud.

Why? Well, we’re glad you asked. The Salesforce app in Zendesk can provide both agents and salespeople with access to vital customer information whether you’re providing sales with insight into open or past support tickets, or agents with account statuses. By contrast, the JIRA Cloud integration enables agents to report bugs, feedback, and incidents directly into JIRA, closing the gap between engineering, development, and operations.

How to join the conversation
Wondering what time this discussion begins? Good news: It’s already underway. We’ve broken our content into three digestible parts, which will be posted at 8 a.m., 11 a.m., and 2 p.m. Pacific time. All you have to do is read through the best practices and leave a comment to ask a question or share your own tips or experience.

Getting started: Prioritize the information to pass from sales to support
We began this morning by covering how the Salesforce app in Zendesk can be used to provide agents with access to customer information inside a ticket in Zendesk. Before you begin configuring the app, it’s important to prioritize the information you want to display to your agents. If you’re not sure, poll your support team to learn what they regularly ask sales about, or navigate directly to Salesforce to find. This might include information regarding account type or status, subscription plan, recent or past purchases, and so on. Once you have an idea, it’s time to set up the Salesforce app in Zendesk.

As you configure your integration, you’ll want to focus on the top five pieces of information an agent needs to see at a glance, and then add in additional information as needed. Once you’ve mapped out the data your agents are looking for it’s time get started setting up the Salesforce app in Zendesk.

To read the rest of part 1, head to the forums. Join in!

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