Znuny & Salesforce Integration Extension – Sync Contacts, Cases and Activities

Summary: The Znuny & Salesforce Integration Extension connects your service desk with Salesforce CRM. Using Salesforce APIs, it synchronizes Contacts, Cases, and Activities, so customer data, support tickets, and conversation history are aligned between support agents in Znuny and sales teams in Salesforce.

Why This Integration Matters

Customer data should not live in silos. Support teams need CRM context, while sales and account managers need visibility into open issues. The Znuny–Salesforce Integration ensures tickets, contacts, and cases stay connected, improving collaboration and decision-making.

• Unified customer view
  support agents see Salesforce Contacts and Accounts directly in Znuny
• Case synchronization
  Znuny tickets sync with Salesforce Cases
• Activity tracking
  conversations and notes are stored as Salesforce Tasks or Activities
• Better collaboration
  sales and service teams share customer insights

What Does the Integration Offer?

The extension creates a two-way bridge between Znuny tickets and Salesforce CRM objects via the Salesforce REST API.

• sync Znuny tickets into Salesforce as Cases
• create or update Contacts automatically when new customers open tickets
• link Znuny ticket articles as Salesforce Tasks or Activities
• push ticket status and resolution into Salesforce for sales visibility
• fetch Salesforce Account details into Znuny for full context

Key Features:

• Contact synchronization
  align Salesforce Contacts with Znuny customers
• Case linking
  support tickets are mirrored as Salesforce Cases
• Activity capture
  ticket conversations become Salesforce Tasks/Activities
• Bidirectional updates
  status changes flow between Salesforce and Znuny
• Role-based access
  limit which agents can push or sync data

Why Use Znuny–Salesforce Integration?

This extension empowers sales and service alignment:

• 360° customer insight
  all teams see the same Contacts, Cases, and Activities
• Stronger collaboration
  sales knows about open issues, support sees customer value
• Traceability
  tickets tracked from first report to Salesforce resolution
• Faster response
  agents use CRM context to personalize support

Workflow Example

1. A customer creates a support ticket in Znuny
2. The extension checks if a Salesforce Contact exists; if not, it creates one via API
3. The ticket is synchronized into Salesforce as a new Case
4. Ticket articles are logged in Salesforce as Tasks or Activities
5. Salesforce updates (e.g., Case closed) are synced back into Znuny

Conclusion

The Znuny & Salesforce Integration Extension aligns service and sales by syncing Contacts, Cases, and Activities. It ensures both teams work with the same data, improves collaboration, and enhances the customer experience.

Get started today and connect your Znuny help desk with Salesforce CRM.

FAQ

Which Salesforce objects are supported?

Contacts, Accounts, Cases, Tasks, and Activities are supported via API mappings.

Does it work both ways?

Yes. Ticket updates flow into Salesforce Cases, and Case status changes sync back to Znuny.

Can new contacts be created automatically?

Yes. If no Salesforce Contact exists, one is created when a new Znuny customer ticket arrives.

Are conversations logged?

Yes. Ticket articles are stored as Salesforce Tasks/Activities for full conversation history.

Is this extension compatible with Znuny and OTRS?

Yes. It is designed for Web – Znuny / OTRS environments and avoids risky core changes.