Salesforce – ServiceNow Integration

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Data Types: Cases

Salesforce (Case) ServiceNow (Incident)

Salesforce (Case) ServiceNow (Request)

Salesforce – ServiceNow Integration Use Case

One of your teams uses Salesforce as a CRM system. Another one uses ServiceNow. There is, however, an impending need to sync tickets from ServiceNow to Salesforce. ZigiOps can handle this in a matter of minutes.

There is a newly created case in Salesforce. ZigiOps detects it and collects it (on a pre-defined interval). It transfers the collected information to ServiceNow, where the tool creates a related Incident/Change. ZigiOps offers its users the benefits of control over data filtering. Regular fields, custom fields, lifecycle fields, comments, and attachments get synced instantly. Also, data field mapping is fully controllable to define how ZigiOps reports data to ServiceNow.

Additionally, Salesforce Cases that are already transferred to the ServiceNow system can be collected at a scheduled interval and later, synced with related Incident/Change in ServiceNow for regular fields, custom fields, lifecycle fields, comments, and attachments.

ZigiOps instantly fetches the ServiceNow updates for the Incidents/Changes created as Cases in Salesforce on a scheduled interval. It syncs them with the related Cases in Salesforce for regular fields, custom fields, lifecycle fields, comments, and attachments.

Challenges for Salesforce and ServiceNow Users

Salesforce is a widely used customer relationship management platform.

ServiceNow is one of the most popular service desk tools on the market. It helps enterprise users cope with important tasks such as incident management and resolution.

Both systems, Salesforce and ServiceNow, can be found in the tech kit of modern-day organizations. In most cases, the systems are deployed separately. It means that there is no connection between them, and as a result, crucial tasks are done manually, take a lot of time to execute, and may include errors. Additionally, there could be a significant disruption in the data transfer.

Connecting Salesforce and ServiceNow via an integration platform not only resolves those problems but helps companies overcome silos and improve communication between departments.

How do we solve them?

With ZigiOps’ bi-directional integration between Salesforce and ServiceNow, enterprises seamlessly transfer Cases, Comments, and Attachments between the systems.

This allows coherent end-to-end data transfer between them and improves cross-team collaboration immensely. ZigiOps comes with a long list of pre-built templates, ready to be used. It also enables customization to fit specific use cases.

Automate vital tasks in less than a few minutes and enhance productivity and team communication.

• Poll Azure for new tasks every for 60 seconds
• Transform Azure tasks to Jira tasks based on the mapping
• Create new Jira task in ZigiOps

• Poll Jira tasks every 60 seconds
• Transform Jira task updates to the Azure task based on the mapping
• Update the corresponding Azure task based on the mapping
• Add comment to the Azure task for the new comment of the Jira task if any

• Poll Azure for changes on task item every 60 seconds
• Transform Azure task updates to the Jira task based on the mapping
• Update the corresponding Jira task based on the mapping
• Add Comment to the Jira task for the new comment of the Azure task if any

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