Connect Zendesk to your CRM
For greater efficiency and fewer system changes in support
Is customer data stored in the CRM, tickets in Zendesk, and other information somewhere else entirely? This leads to extra work, errors and omissions, misunderstandings and duplication.
We’ll sort that out and integrate Zendesk with your CRM and other systems – whether as a cloud solution, your own backend, or within an on-premises setup. That way, the right information ends up exactly where your customer service team needs it.
Why should you integrate Zendesk with your CRM software?
When support, sales and customer data operate in silos, it wastes time and often causes frustration. A good CRM integration ensures that your systems don’t just exist side by side, but actually communicate with one another. This means information is automatically available across all systems, allowing your teams to work together seamlessly.
What this helps you avoid:
The support team often has to switch back and forth between different tools to find orders, contracts, contact persons or previous cases. This takes up time and makes providing good support unnecessarily complicated.
In sectors such as e-commerce, finance, education, healthcare and travel in particular, customer service often involves a great deal of customer contact. Keeping customer data up to date across different systems involves a considerable amount of effort: data has to be maintained, copied or updated multiple times. When there are a large number of tickets, this results in a significant amount of manual work, along with the associated error rates.
If information is missing or has to be tracked down first, it slows down responses and internal processes. Customers often notice this straight away and are often gone before you can say “sorry”.
When marketing, support and sales teams need to work closely together, it can be challenging to measure results. Consequently, it is difficult to optimise marketing, sales and support activities.
Zendesk & CRM: The benefits of integration
Customer data in the ticket
Find key CRM information directly in Zendesk – such as contracts, orders, contacts or open cases.
Less clicks
Synchronises information automatically, rather than transferring it manually multiple times.
Faster responses
Agents have everything they need right at their fingertips and can process enquiries more quickly.
Better Customer Experience
When all teams have access to the same data, it creates a more consistent customer experience across different channels.
Automate processes
Tickets, escalations or data updates can be triggered and processed automatically.
Connect Zendesk to on-premises systems
Do you use an on-premises CRM solution or a standalone system to manage your customer relationships? Here’s how we integrate your CRM:
Whether due to historical reasons or practical necessity, some companies continue to use their own CRM systems, internal databases or other on-premises system environments. These too can be effectively integrated with Zendesk!
Depending on the technical structure, CRM data can be displayed directly in Zendesk, synchronised with it or processed automatically – for example, customer information, contracts, orders or internal status data.
We develop integrations tailored to your existing processes and work with you to determine which architecture is scalable, sensible in the long term and maintainable for your needs.
Connect cloud CRM systems to Zendesk
Do you use a cloud-based CRM solution or one that can communicate via REST API? Good news! You can access your CRM data directly from a Zendesk app.
Cloud-based CRM systems such as HubSpot, Salesforce or Pipedrive can often be connected directly to Zendesk.
This allows important customer data to be automatically synchronised between systems and displayed directly in the ticket. Support teams can therefore see relevant information straight away, without having to switch between tools.
Depending on the setup, additional processes can be automated – for example, creating new contacts, synchronising tickets or setting up custom workflows between the CRM and customer service.
How businesses use Zendesk integrations in their day-to-day operations
The extent to which a Zendesk CRM integration can ease the workload becomes particularly apparent in day-to-day operations, especially when multiple systems, processes and teams are working together. At Globetrotter, by combining Zendesk with bespoke integrations, we were able to significantly reduce response times, amongst other benefits.
Globetrotter
Simply work more efficiently: thanks to well-designed integrations, the support team had to process information manually far less often, and response times were halved within just three months.
What can be improved with a Zendesk CRM integration
A good Zendesk CRM integration makes customer data, tickets and relevant information available exactly where support teams need it – without constantly switching between different systems.
Display CRM data directly in tickets
Contracts, contacts, orders or open requests can be displayed directly inside Zendesk, so agents do not need to search across multiple systems.
Synchronize customer data automatically
Information from your CRM, Zendesk and other systems stays in sync automatically – without duplicate maintenance or manual transfers.
Connect telephony with Zendesk
Calls, contacts and tickets work together in one place – for example through integrations such as Aircall.
Automate support processes
Recurring workflows such as escalations, ticket assignments or status updates can be triggered and processed automatically.
Integrate cloud and on-premise systems
Zendesk can be connected with existing CRM, ERP and business systems – from cloud platforms to individual internal infrastructures.
Create a foundation for AI workflows
Clean and centrally available customer data helps automate processes and build more effective AI-powered workflows.
Our customers
We help hundreds of clients to make lasting improvements to their customer service, including start-ups, SMEs and large corporations.
“With Leafworks, we managed to complete a massive project without any negative impact on users or customers. We were able to unify customer satisfaction across the entire Staffbase Group and now provide efficient multi-product support.”
Felix Starzer Global Director Customer Care | Staffbase GmbH
“Working with Leafworks was professional and straightforward from start to finish. The team understood our requirements very well and supported us throughout the transformation process.”
Omied Sadegie Head of Customer Service | Globetrotter Ausrüstung GmbH
“Working with Zendesk and Leafworks was highly professional and reliable from beginning to end. We were able to go live just two months after the decision and experienced very few issues during rollout.”
Alexander Bösch Head of Services | Jelmoli AG
More customers
We’re here to help!
Zendesk delivers the greatest value when customer data, processes and existing systems work together seamlessly. This is exactly where we support businesses, having now completed almost 1,000 projects – from simple CRM connections to bespoke integrations and automated workflows.
Together, we look at what information is really needed in support, how systems can communicate seamlessly with one another, and which processes can be usefully automated.
And what does your support team need to be at its best?
Marvin Post
CRM expert & solution hero
- CRM
- Automation
- Integrations
- Business Intelligence / BI
- Zendesk
- Digital Transformation
- Custom MVPs
Zendesk Premier Partner Leafworks is a leading Zendesk integration company that specializes in improving business ROI by creating custom integrations for Zendesk.
We use Zendesk to realize customer service projects. We undertake the customizing, automations, triggers, custom-app development and the integrations into backend systems.
Our consulting services include QuickStart initial setups, Zendesk integration & automation and Zendesk apps & themes. Contact us today to book your discovery call.
FAQ on Zendesk CRM integrations
Zendesk is primarily a customer service and support platform. Although it does offer some CRM functionality, this is often insufficient for many businesses, so they integrate Zendesk with specialist CRM systems as well.
Yes, Zendesk can be connected to many CRM systems and enterprise solutions – for example, with HubSpot, Salesforce, Pipedrive or individual internal systems. Depending on the setup, data can be synchronized, information displayed in the ticket or processes can be automated.
This depends on the system used. For example, customer data, contact persons, contracts, orders, tickets, status information or internal notes are often synchronized.
Yes, even existing on-premise systems or internal databases can usually be connected to Zendesk. The technical implementation depends on the existing infrastructure and the available interfaces.
Yeah. Yeah. For example, ticket assignments, escalations, data updates, or notifications can be automatically triggered and processed.
