Connect Salesforce and eDesk

Connecting Salesforce and eDesk for a company could enable the automatic transfer of customer data, support tickets, and sales information between the two platforms. This could facilitate more efficient case management, improve customer service workflows, and provide a unified view of customer interactions across sales and support functions.

You can build this integration on the System2System platform. We design the connection between Salesforce and eDesk around the way you work — not as an off-the-shelf connector, but to fit your systems.

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Why connect Salesforce and eDesk?

A company using both Salesforce and eDesk could benefit from connecting these systems to exchange data, as this could improve efficiency and accuracy across customer service and sales processes. Without such a connection, staff may need to enter the same customer or order information in both systems, increasing the risk of errors and consuming valuable time. Over time, records in Salesforce and eDesk could diverge, with changes made in one system not reflected in the other, which could lead to situations where decisions are based on outdated or inconsistent information. Common types of data that could be exchanged between a CRM like Salesforce and a helpdesk platform like eDesk include customer contact details, case or ticket updates, order history, and communications records. This could help agents access a more complete view of customer interactions, streamline follow-up actions, and reduce manual work. The specific data that can be exchanged depends on what each system exposes through its API and is determined on a case-by-case basis.

How System2System builds an integration

Connectors

We connect to each system through the interface it offers — an API, a database, a file exchange or a webhook — and handle authentication, rate limits and retries.

Mapping

Fields rarely line up one to one. We map and transform the data so both systems receive it in the shape they expect.

Workflow

We define what triggers an exchange, in which direction data flows and which system takes precedence when the two disagree.

Monitoring

Every exchange is logged. Failures are flagged and can be replayed, so nothing disappears without anyone noticing.

What can actually be exchanged?

That depends on what Salesforce and eDesk make available through their APIs, on the licences and modules in use, and on the version each system runs. Which records are synchronised, in which direction and how often, is something we determine together before any work starts.

We are happy to look at your specific situation and tell you what is feasible — including when the answer is that it is not.