> ## Documentation Index
> Fetch the complete documentation index at: https://docs.neoflo.ai/llms.txt
> Use this file to discover all available pages before exploring further.

# CRM & Helpdesk Integrations: Salesforce and Zendesk | Neoflo

> Connect Neoflo to Salesforce or Zendesk to automate ticket handling, customer support workflows, and order-to-cash operations at scale.

CRM and helpdesk integrations give Neoflo direct access to the systems where your customer interactions live. Rather than asking your team to export data, copy it into another tool, and paste responses back, Neoflo connects directly to Salesforce and Zendesk — receiving tickets and cases as they arrive, taking action, and updating records in place. Your support agents and account managers always see the latest status in the tools they already use, with no manual handoffs and no duplicate data entry.

<Tabs>
  <Tab title="Salesforce">
    ## Salesforce Integration

    Neoflo's Salesforce connector supports both Service Cloud (for customer support operations) and core CRM functions tied to order-to-cash workflows. It reads from and writes to Salesforce records in real time, keeping your CRM as the single source of truth for customer data.

    ### What Neoflo automates in Salesforce

    * **Case management** — Neoflo monitors open cases, triages inbound requests, drafts responses, routes escalations, and updates case status as work progresses — all directly within Salesforce Service Cloud.
    * **Customer account sync** — Neoflo reads customer account data (billing details, contract terms, credit status) to inform how it handles related invoices, disputes, and support requests.
    * **Order-to-cash (O2C)** — Neoflo supports the order and invoice portion of O2C by pulling order data from Salesforce, processing related invoices and payments, and writing status updates back to the relevant account and opportunity records.
    * **Service Cloud automation** — Neoflo works within your existing Service Cloud configuration, respecting your case assignment rules, SLA policies, and custom fields.

    ### How the connection works

    Neoflo connects to Salesforce using the **Salesforce REST API** through a **Connected App** configured in your Salesforce org. The Connected App grants Neoflo scoped OAuth 2.0 access — you control exactly which objects and fields Neoflo can read and write. No managed packages or AppExchange installations are required.

    ### Data synced between Neoflo and Salesforce

    | Object            | Direction     | Description                                                      |
    | ----------------- | ------------- | ---------------------------------------------------------------- |
    | Customer Accounts | Neoflo reads  | Billing details, credit terms, contract status                   |
    | Cases             | Bidirectional | Neoflo reads open cases, updates status and resolution notes     |
    | Invoice Status    | Neoflo writes | Payment status, approval outcomes pushed back to account records |
    | Payment Records   | Neoflo writes | Cash application results updated on relevant Salesforce records  |
    | Opportunities     | Neoflo reads  | Order data used to drive O2C processing                          |
  </Tab>

  <Tab title="Zendesk">
    ## Zendesk Integration

    Neoflo's Zendesk connector handles the full lifecycle of customer support tickets — from intake through to resolution — operating directly inside your Zendesk environment. It is designed for support teams processing high volumes of routine inquiries, billing questions, and service requests.

    ### What Neoflo automates in Zendesk

    * **Ticket intake** — Neoflo monitors incoming tickets and begins triage immediately, categorizing requests, identifying the customer, and pulling relevant account context.
    * **Auto-tagging** — Neoflo applies consistent tags to tickets based on content and category, making it easier for your team to filter, report on, and escalate work accurately.
    * **Response drafting** — For common request types, Neoflo drafts responses using account-specific data and your approved templates, which agents can review and send in one click.
    * **Escalation routing** — When Neoflo identifies a ticket that requires human judgment or elevated handling, it routes the ticket to the right agent group or manager with full context attached.
    * **CSAT tracking** — Neoflo reads CSAT survey results and flags patterns — such as recurring issues with a specific product or process — for your team to review.

    ### How the connection works

    Neoflo connects to Zendesk using the **Zendesk REST API**, authenticated via an API token associated with a dedicated Neoflo service account in your Zendesk instance. The integration does not require any Zendesk apps or marketplace add-ons.

    ### Data synced between Neoflo and Zendesk

    | Object            | Direction     | Description                                                           |
    | ----------------- | ------------- | --------------------------------------------------------------------- |
    | Tickets           | Bidirectional | Neoflo reads open tickets, writes updates, tags, and resolution notes |
    | Customer Profiles | Neoflo reads  | End-user and organization data used to contextualize ticket handling  |
    | CSAT Scores       | Neoflo reads  | Satisfaction results monitored for quality and trend analysis         |
    | Resolution Status | Neoflo writes | Ticket status updated to solved or pending as work completes          |
  </Tab>
</Tabs>

## Integration setup process

Setting up CRM and helpdesk integrations follows a structured four-step process, managed by Neoflo's integration team alongside your go-live onboarding.

<Steps>
  <Step title="Provide API credentials">
    Your team provides the necessary API credentials for Salesforce (Connected App client ID and secret) or Zendesk (API token and subdomain). Neoflo's integration engineer will send you a pre-filled setup checklist so you know exactly what to prepare.
  </Step>

  <Step title="Configure field mappings">
    Neoflo's team maps your Salesforce or Zendesk fields — including any custom fields in your instance — to the corresponding data points Neoflo needs to process work correctly. This includes case priorities, account identifiers, invoice references, and resolution categories.
  </Step>

  <Step title="Test ticket and case flows">
    Neoflo runs end-to-end tests using sample tickets or cases in your staging environment. Your team reviews the intake, triage, response drafting, and status update behavior to confirm everything matches your workflows and expectations.
  </Step>

  <Step title="Go live">
    Once testing is approved, the integration switches to your production environment and Neoflo begins processing live tickets and cases. Your team monitors outcomes through both the Neoflo dashboard and Salesforce or Zendesk as normal.
  </Step>
</Steps>

<Tip>
  Many Neoflo customers run Salesforce and Zendesk integrations in parallel — using Salesforce to manage the O2C and account-level workflow while Zendesk handles day-to-day customer support ticket volume. Neoflo can pull context from both systems when processing a related request, giving it a complete picture of the customer without requiring your agents to switch tools.
</Tip>