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How to Integrate Salesforce CRM With ProProfs Help Desk

Integrating Salesforce CRM with ProProfs Help Desk enables your operators to create a Salesforce Case without ever leaving the ProProfs Help Desk.


After the integration, you can also access cases directly within a Help Desk ticket and get a complete picture of past customer issues and suggestions. It eliminates the communication gap between the support team and the sales & marketing staff. Your team is equipped to resolve customer questions faster with Salesforce and Help Desk integration. 


Post the integration, your operators will be able to:

  • Create a Salesforce Case from within a Help Desk ticket
  • Assign case priority
  • Leave a description for other operators
  • Access Salesforce Case from within Help Desk
  • Change Case Owner
  • Add internal comments to a case


Salesforce has two experiences - Classic View and Lightning Experience. So, in order to perform this integration, you would need to switch to the Salesforce Classic view. Here are the step-by-step instructions to integrate Salesforce CRM with ProProfs Help Desk:


Step 1. Login to your Salesforce Account.


Step 2. From your Salesforce dashboard, click on 'View Profile' and select the option 'Switch to Salesforce Classic' as in the screenshot below.



Step 3. On this page, click on Setup in the top-right corner.



Step 4. In the left pane, scroll down to the 'Build' section, click 'Create' and then 'Apps'.



Step 5. Click 'New' and fill in the required details in the 'New Connected App' form.



Step 6. Checkmark 'Enable OAuth Setting' and fill in the form that opens up. 



Step 7. Click 'Continue' to submit. 



Step 8. You'll see the 'Consumer Key' and 'Consumer Secret'. Copy both of these in a notepad as you'll need them later. 



Note: Copy the Consumer Key & Consumer Secret code in a notepad as you'll need these later.


Step 9. You will now need a Security Token. To get that, Switch back to the Lightning Experience.



Step 10. Go to Settings by clicking on your user profile icon. In the left pane, click 'Reset My Security Token' to get a new security token.



Note: Copy the Security Token in the notepad.


Step 11. Now, login to ProProfs Help Desk, go to 'Settings', select 'Integrations', and then Salesforce.


Step 12. Fill in the 'Integration' form and copy the 'Consumer Key', 'Consumer Secret' and the 'Security Token' you copied in the notepad in the corresponding fields in this form.



Step 13. Click 'Save' to complete the integration process.



Related Articles:

How to Integrate ProProfs Knowledge Base With Help Desk 
Create a ticket via API
Update a Ticket via API