This one pushes outward: tickets in Gleap become cases in Salesforce, and updates follow. It suits teams whose support lives in Gleap but whose account management runs on Salesforce.
Gleap_Content of type Rich Text Area to your Case object before connecting. The integration stores its content there, and without it cases arrive incomplete.It takes a minute in Salesforce Setup, under the Case object's fields, and it's the step people skip.
Add Salesforce from Integrations. It asks for your Salesforce URL — the full instance address, the one in your browser when you're logged in — and then sends you to Salesforce to authorise the connection.
Use the right instance. A sandbox and a production org have different URLs, and connecting the sandbox by accident produces cases nobody reads.
A ticket created in Gleap creates a case; a ticket updated updates it; a ticket deleted removes it. The connection is authorised as the Salesforce user who set it up, so cases are created by that account rather than by the individual agent.
The ticket-type picker matters more here than anywhere else. Salesforce cases are usually reported on and often tied to process, so filling the org with “how do I export a CSV” distorts numbers other people rely on.
Sending only the types that represent real customer issues — or leaving automatic sending off entirely and pushing individual tickets — keeps both systems honest.
Check the Gleap_Content field still exists and hasn't been renamed, and that the connected user still has permission to create cases. Both fail quietly — nothing errors in Gleap, cases simply don't show up in Salesforce.