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Ticketing with Salesforce

Salesforce integration with the Debesis ticketing system

Support works with the customer record from the CRM, and sales sees the requests that the account has raised. One customer, one history — in two systems that finally agree.

CRM contextAccount historyShared customer recordAPI

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Why connect them

Why support needs the CRM record

Salesforce knows who the customer is, what they bought and who looks after the account. Debesis knows what they asked and when. Separately, both teams work with half the picture.

Customer context in the request

The agent sees the account, the assigned owner and the history from the CRM, so the answer fits the relationship and not just the question.

Sales sees the service side

Requests raised by an account are visible to the person who owns it — useful before renewal talks and during escalations.

No double record keeping

The customer record stays in the CRM; the request stays in the ticketing system. Neither team retypes what the other already has.

How it works

How the integration is set up

The connection is configured in Debesis and uses API access on the Salesforce side.

  1. Prepare API access in SalesforceAccess is granted in the CRM and defines what the integration may read.
  2. Add the integration in DebesisIn the Integration tab give it a name, select Salesforce as the service and provide the access data.
  3. Match the customerRequests are linked to CRM records by e-mail address or phone number.
  4. Agree the scopeWhat exactly is shown in the ticket and what flows back to the CRM is set during implementation.

Who it is for

Who benefits most

Teams where sales and support look at the same accounts but from different tools.

B2B companies with named accounts

When a customer is a company with several contacts, the CRM record is the only reliable context for a request.

Teams with account owners

The owner learns about service issues in their portfolio without asking support for a report.

Organisations with formal SLAs

Requests keep deadlines and ownership in the ticketing system, while the commercial relationship stays in the CRM.

Companies running several systems

Where the CRM, the ticketing system and telephony are separate tools, the integration removes retyping between them.

FAQ — Salesforce and Debesis

What does the integration give a support agent?

The customer record from Salesforce next to the request: account, owner and history, so the reply fits the relationship.

How are requests matched to CRM records?

By e-mail address or phone number from the request.

Does data flow back to Salesforce?

The scope of what is written back is agreed during implementation — from read-only context up to updating the record after a request is closed.

Is a developer needed?

The integration is configured in the Integration tab in Debesis and uses API access prepared in Salesforce.

What if we use a different CRM?

Debesis also integrates with Bitrix24, Comarch, Navision and others, and with the rest through API and webservice.

How much does the ticketing system cost?

Plans are priced per agent: 119, 149 and 169 PLN net per user per month, with a 10% discount on annual billing.

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