Zendesk Salesforce Integration

Create Zendesk support tickets directly from Salesforce Cases using Flow Builder - no code required.

A Salesforce-native integration that enables customer service teams to automatically create Zendesk tickets from Salesforce Cases. Built with Invocable Apex for seamless Flow Builder compatibility.

Install

Package Version: 0.1.0-1 Subscriber Package Version Id: 04tfo000001FaSPAA0

Features

• Invocable Apex Action - Use in Flow Builder to create Zendesk tickets with no code
• Custom Metadata Configuration - Store API credentials securely (no hardcoded values)
• Priority Mapping - Automatically maps Salesforce Case priority to Zendesk
• Error Handling - Returns success/failure status with detailed error messages
• External ID Linking - Links Zendesk tickets back to Salesforce Cases

Use Cases

• Escalate high-priority Cases to your support team in Zendesk
• Sync customer issues across CRM and helpdesk platforms
• Automate ticket creation when Cases meet specific criteria
• Enable service agents to create Zendesk tickets with one click

What's Included

Component	Type	Description
ZendeskTicketService	Apex Class	Invocable action for Flow Builder
ZendeskTicketServiceTest	Apex Test Class	Test coverage for the service
Zendesk_Settings__mdt	Custom Metadata Type	Stores API credentials securely
Zendesk_API	Remote Site Setting	Enables callouts to Zendesk API

Setup Instructions

Step 1: Install the Package

Click one of the install buttons above, or use the Salesforce CLI:

sf package install --package 04tfo000001FaSPAA0 --target-org your-org-alias --wait 10

Step 2: Get Your Zendesk API Token

1. Log in to your Zendesk Admin Center
2. Navigate to Apps and integrations > APIs > Zendesk API
3. Click Add API token
4. Copy the generated token (you won't be able to see it again)

Step 3: Configure Remote Site Setting

1. Go to Setup > Security > Remote Site Settings
2. Find and edit Zendesk_API
3. Replace your-subdomain with your actual Zendesk subdomain in the URL
   • Example: https://acme.zendesk.com
4. Save the changes

Step 4: Configure Custom Metadata

1. Go to Setup > Custom Metadata Types
2. Click Manage Records next to Zendesk Settings
3. Edit the Default record:

Field	Description	Example
Subdomain	Your Zendesk subdomain	acme (for acme.zendesk.com)
Email	Zendesk agent email address	support@acme.com
API Token	Token from Step 2	abc123xyz789...
Is Active	Enable the integration	true

4. Save the record

Usage in Flow Builder

Add the Action

1. Open Flow Builder
2. Add an Action element
3. Search for "Create Zendesk Ticket"
4. Configure the inputs:

Input Variables

Variable	Required	Description
Case ID	Yes	The Salesforce Case record ID
Subject	No	Ticket subject (defaults to "Case from Salesforce")
Description	No	Ticket body/comment
Priority	No	High, Medium, or Low
Requester Email	No	Email of the ticket requester
Requester Name	No	Name of the ticket requester

Output Variables

Variable	Type	Description
Success	Boolean	true if ticket was created
Zendesk Ticket ID	String	ID of the created Zendesk ticket
Error Message	String	Error details if creation failed

Example Flow

Record-Triggered Flow on Case
    ↓
When Case Status = "Escalated"
    ↓
Action: Create Zendesk Ticket
    - Case ID: {!$Record.Id}
    - Subject: {!$Record.Subject}
    - Description: {!$Record.Description}
    - Priority: {!$Record.Priority}
    - Requester Email: {!$Record.Contact.Email}
    - Requester Name: {!$Record.Contact.Name}
    ↓
Decision: Check Success
    ↓
If True → Update Case with Zendesk Ticket ID
If False → Create Task for Manual Review

Troubleshooting

Common Errors

Error	Cause	Solution
Zendesk integration is not configured or inactive	Settings not configured or Is_Active is false	Complete Step 4 and set Is Active to true
Zendesk API Error: 401	Invalid credentials	Verify email and API token are correct
Zendesk API Error: 404	Wrong subdomain	Check Remote Site Setting URL matches your Zendesk URL
System.CalloutException	Remote Site not configured	Complete Step 3

Testing the Integration

1. Create a simple Screen Flow with the Create Zendesk Ticket action
2. Use a test Case ID
3. Run the Flow and check the output variables
4. Verify the ticket appears in Zendesk

Security Considerations

• API tokens are stored in Custom Metadata (protected, not exposed in code)
• Uses Basic Authentication with token (Zendesk recommended approach)
• All callouts use HTTPS
• External ID links tickets back to Salesforce for auditing

License

This project is licensed under the MIT License - see the LICENSE file for details.

Contributing

Issues and pull requests are welcome! Please open an issue first to discuss any changes.