Salesforce and Zendesk, read together
Zendesk holds the tickets: every question, complaint and request, with a requester, a status and a wait time. Salesforce holds the pipeline: leads, accounts, opportunities and the activity logged against each. The customer who has had three tickets open this month is the same customer whose renewal the rep is forecasting as safe, and neither system tells the other.
Liaison reads Zendesk and Salesforce together, matches the requester to the account, and tells the account owner what support already knows.
Where Salesforce and Zendesk disagree
- Open or escalated tickets on accounts that Salesforce shows as healthy, mid-renewal or mid-upsell.
- Requesters in Zendesk who are not contacts on the Salesforce account, so their complaints are invisible to the rep.
- Promises support made in a ticket that sales has not heard about, and the reverse.
- Deal value in Salesforce that never reaches Zendesk, so a top account waits in the same queue as everyone else.
- Churn that shows in Zendesk weeks before it shows in Salesforce: the questions change, then they stop.
Questions it answers across both
- “Which accounts with a renewal this quarter have open or reopened tickets?”
- “Who are our top ten accounts by Salesforce value, and how long are their Zendesk requests waiting?”
- “Which deals in Salesforce are moving while the same company has an unresolved complaint?”
- “What did support promise this customer in Zendesk last month?”
What Liaison does with Salesforce and Zendesk
- Matches Zendesk requesters to Salesforce accounts and lists the accounts with open, escalated or reopened tickets.
- Flags any deal or renewal in Salesforce on an account with an unresolved Zendesk issue, to the deal owner.
- Drafts the Salesforce note summarising the support history before a renewal call, in your voice.
- Writes the weekly account risk list from both: value, open issues, wait time, last promise made.
What it reads and does in each
Liaison across Salesforce and Zendesk, set up with you, for $629 a month.
- Connects to Salesforce and Zendesk with access you grant and reads them as one record; nothing is replaced or re-entered.
- Does the routine work in your voice; each kind of work is approved once.
- Answers across both: what Salesforce says, what Zendesk says, and where they disagree.
On Professional we connect your tools, bring your data in and set up the first rules with you. Anything that moves money waits for your yes.
“Cut our month-end close from 4 days to 4 hours.” Marcus C., owner
$629 a month, or $500 a month on a 12-month term. Prefer to start on your own? Starter is $149 a month, self-serve, with a free trial first: 7 days, no card.
Questions
Does Liaison answer Zendesk tickets?
It can draft replies in your voice and, once you have approved that kind of reply, send them. It never closes a ticket on its own.
Will it change Salesforce records?
It drafts notes and risk flags on the account and waits for your yes. After the first approval of that kind of update, it keeps them current.
What if the requester's email does not match a Salesforce contact?
It matches on company domain and name as well, and tells you which matches it is unsure about rather than guessing.
What does it cost?
Liaison starts at $149 a month. Professional is $629 a month and Team is $2,950 a month for up to five seats. Every plan works with the tools you connect.
See it on your own business.
Thirty minutes with us, on your own tools. Bring the thing that eats your evenings and watch it get handled from your own inbox, calendar and books.
Professional is $629 a month and we set it up with you. Starter is $149 a month, self-serve, with the free trial first: 7 days, no card. Every plan is on the pricing page.