Keep the customer issue visible to the team working in Salesforce. Gleap creates cases from support tickets and can send updates and messages to the connected case.
Prepare the Case object
Before connecting, add a custom Rich Text Area field called Gleap_Content to the Salesforce Case object. The integration uses this field for its content. Check the Salesforce setup guide for the preparation step.
Connect the correct instance
- Add Salesforce from Integrations in your Gleap project.
- Enter the Salesforce instance URL and authorize the connection.
- Choose which ticket types should create cases, or leave automatic forwarding off and send tickets individually.
- Test a ticket and inspect the resulting case and its content field.
Use the intended production or sandbox instance. The authorizing account needs access to create cases and use the configured field.
Keep cases meaningful
Forward the conversations the Salesforce team needs to act on, such as a confirmed customer issue requiring their involvement. Routine questions can stay in Gleap’s customer support inbox, while the case carries the handoff for the account team.
