SalesForce Integration

TeamSupport is SalesForce App Exchange certified which means that you can share data between TeamSupport and SalesForce Professional, Enterprise, or Unlimited editions.

TeamSupport is not a sales tool and as such our solution does not entail sales force automation, lead generation, sales opportunities or marketing campaigns.  We are focused on helping your organization provide the best customer & product support possible.  The integration between the two products makes it very simple.  Once you have made a sale, simply set the Account "Type" field in SalesForce to "Customer" and the Account information and Contact details will be synced with TeamSupport automatically.

Also, when a new ticket is created in TeamSupport about that company, a note will be created for the Account which gives the title of the ticket and a hyperlink to open the ticket in TeamSupport.

Here's a brief video which shows the integration in action.

Note:  The TeamSupport integration only works with Professional and above versions of SalesForce.  Unfortunately, SalesForce does not allow API access to Group and Team edition customers so the TeamSupport integration will not work with these versions.

Setting up the Integration

The exchange of information centers around customer information - Information about Accounts that have been marked as customers in SalesForce, along with the Contacts associated with those Accounts, will be synced with TeamSupport automatically.

The setup of the integration is straight forward.  SalesForce's API is tied to a specific user, so the first step is to determine what user login you will use to interface the two products.  Some users spend the extra money with SalesForce to get a dedicated API user id, while others simply use the Support Manager's user id.  In either case, log into SalesForce with that account information and get the Security Token.

The SalesForce security token will be e-mailed to you by following these steps:

1.           Log in to Salesforce via the browser to request your security token.

2.           Go to Setup -> My Personal Information -> Reset Security Token.

3.           Click the Reset Security Token button to trigger an email which will contain your security token.

4.           Select and copy the token from the email.

Next, log into TeamSupport with an account that has Administrator rights and go to Admin->My Company, and click on the Edit CRM Properties button.  You should see a screen like this:

1.           In the CRM System pulldown, select "SalesForce"

2.           Cut and paste your Security Token from the SalesForce e-mail into the Security Token and Confirm Security Token fields.

3.           Enter the e-mail address you log into SalesForce as in the "SalesForce Username" field.

4.           Enter the password for the SalesForce account in the Password and Confirm Password fields.

5.           We default to syncing the data of Accounts that have an Account Type set to "Customer" in SalesForce, but you can change this by setting the "Account Type to Link to TeamSupport" to another value.  Whatever you set this value to, make sure that it exists in the Account Type dropdown in SalesForce.

6.           Verify that the "CRM Synchronization active" checkbox is checked, and hit the Save button.

The synchronization should take a few minutes to complete and once it is done you should be able to go to the Customers tab in TeamSupport and see the customers and their contacts that have synced.

Also, when you create a new ticket for a customer, a note will be placed in the Account's record in SalesForce.

Troubleshooting

If you have followed the steps above, but do not see the Customer information in a few minutes, please go to Reports and select the "CRM Sync Logs" report in TeamSupport.  This report should show you the synchronization activity and and errors that have occurred. 

You can also go to SalesForce and select Setup->My Personal Information->Personal Information.  At the bottom of that page is a list of user logins and API attempted logins to your SalesForce account.

Of course, if you still need help, please give us a call or open a support ticket in our portal.

Additional Integration

TeamSupport also offers another way to integrate with SalesForce by adding a button which opens up the SalesForce Account's information in TeamSupport.  Please see this article for more information.