This article explains how to build a workflow that automatically creates a Salesforce Case from a helpdesk ticket, so your sales and support teams see the same customer issue in both systems without manual data entry.
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Note: This article covers HappyFox Workflows, which creates Cases through configurable workflow actions and supports any standard or custom Salesforce object. HappyFox Help Desk also offers a separate native Salesforce CRM integration with a Push Ticket Information to CRM option. If you only need ticket updates pushed as Cases against a matched contact, the native integration may be sufficient; use Workflows when you need control over trigger conditions, field mapping, or multi-step automation.
Prerequisites
- Your Salesforce account must be connected to HappyFox Workflows. See Integrating Salesforce with HappyFox Workflows.
- The Case object must be added under Additional Objects on the Salesforce app page in HappyFox Workflows. Step 1 below covers this.
Step 1: Add Case as an additional object
By default, HappyFox Workflows exposes only the Contact, Account, Lead, and Opportunity Salesforce objects in workflow actions. The Case object must be added before it appears in the workflow builder.
- Navigate to Apps > Salesforce in HappyFox Workflows.
- Under Additional Objects, click +.
The Additional Objects section on the Salesforce app page, with the + button used to add standard or custom objects.
- Type case in the search field and select Case from the dropdown.
The object search dropdown filtered by "case", listing Case and related objects such as Case Comments and Case Feed.
- Click Save.
Note: The same dropdown lists every standard and custom object in your Salesforce org, so you can also add objects such as Task or User if your workflow needs them.
Step 2: Build the workflow
- Create a new workflow with HappyFox Help Desk as the trigger app, and select a trigger such as Ticket Created or Smart Rule. To fire only for specific tickets — for example, a particular category or priority — add trigger conditions. See how to set up a smart rule to trigger a workflow.
- Add the Create an object in Salesforce action.
- Select Case as the object.
- Map the ticket data to the Case fields — for example, the ticket subject to the Case Subject, the ticket description to the Case Description, and the ticket contact's email address to the Case Web Email.
- Click Save and Test.
- Enable the workflow.
Note: If a required Salesforce Case field is not mapped or receives an invalid value, the workflow step fails at runtime. Open Run History to view the error returned by Salesforce, correct the field mapping, and re-run the workflow.
The workflow now creates a Salesforce Case each time a matching ticket is created.