Yapi (DoctorLogic)
How a dental practice management software company unified Salesforce and Zendesk, migrated off Salesforce Service Cloud, and gave every support agent full account context without switching tabs.
Industry: Healthcare Technology (Dental Practice Management)
Client Profile: Yapi, formerly DoctorLogic, builds practice management software for dental offices. Their platform helps practices handle scheduling, patient communication, and marketing during a brand transition from DoctorLogic to Yapi.
Key Results
- 10–20 hours/day of recovered capacity across the support team
- Equivalent of 1–2 FTEs redirected from tab-switching to actual support
- Consolidated platform — one tool, one source of truth
About the Client
Yapi, formerly DoctorLogic, builds practice management software for dental offices. Their platform helps practices handle scheduling, patient communication, and marketing. The company was in the middle of a brand transition from DoctorLogic to Yapi when they engaged for this work, which added a layer of complexity: their CRM data, support platform, and data infrastructure all needed to reflect the new identity while continuing to serve existing customers without interruption.
Client Voice
A Salesforce sidebar app inside Zendesk puts Contact, Account, and Case data on every ticket automatically. No tab-switching, no manual lookups, no missing context.
Are your support agents wasting time searching for account context in another system?
The Challenge
Yapi's support agents worked in Zendesk. Their sales and customer success teams worked in Salesforce. The two systems didn't talk to each other.
The Context Gap
A support agent picks up a ticket from a dental practice reporting an issue. The agent has no idea who the practice's Customer Success Manager is, what their account tier looks like, what their Tax ID or Legal Business Name is, or what recent sales conversations have involved. All of that context sits in Salesforce, but the agent is in Zendesk.
Manual Workarounds
Agents would copy the requester's email, open Salesforce, search for the contact, scan the account record, then return to Zendesk to continue working the ticket. Some agents kept a second monitor dedicated to Salesforce. Others just guessed at context or asked the customer to repeat information that was already on file.
Platform Migration Complexity
Yapi was migrating away from DoctorLogic's Salesforce Service Cloud instance. Support operations that had lived in Salesforce needed to move to Zendesk as the primary platform. That meant rebuilding workflows, migrating data, and ensuring nothing fell through the cracks.
Configuration Debt
The Zendesk instance itself needed work. Ticket forms had accumulated inconsistencies. Custom fields were duplicated or unused. Agent groups were misconfigured, causing routing errors. Before building new integrations, the existing foundation had to be cleaned up.
The Solution
The engagement covered four workstreams:
1. Salesforce–Zendesk Integration
A Salesforce lookup application was deployed on the Zendesk ticket interface. When an agent opens a ticket, it matches the requester's email address and pulls the corresponding Contact, Account, and Case data directly into the workspace. Customer Success Manager assignments now sync from Salesforce into Zendesk, so agents see who owns the account relationship without asking.
2. Platform Migration
Support operations moved from Salesforce Service Cloud (the legacy DoctorLogic instance) to Zendesk as the primary support platform. Ticket history and customer data were preserved during the transition.
3. Zendesk Configuration Cleanup
Ticket forms were standardized. Duplicate custom fields were consolidated. Agent group assignments causing routing errors were fixed. A ticket volume analysis identified which workflows handled the most traffic and where bottlenecks existed. The team developed a Zendesk Configuration Workbook documenting all settings and customizations.
4. Data Ecosystem Alignment
Salesforce and Zendesk data changes were coordinated with the broader infrastructure (FiveTran, BigQuery, Looker, Totango, Maxio) to prevent downstream breakage in reporting and customer health scoring.
The Results
By the Numbers
- 80–150 minutes/agent/day saved on context gathering (previously 2–3 min per ticket × 40–50 tickets)
- 10–20 hours/day of recovered capacity across a team of 8–10 agents
- Equivalent of 1–2 FTEs annually redirected from tab-switching to support work
- Immediate drop in misrouted tickets within the first two weeks post-cleanup
Operational Impact
The Salesforce sidebar app changed how agents work on every single ticket. Contact, Account, and Case data appear automatically when a ticket opens. The lookup time drops to zero.
The routing fixes had an immediate, visible impact. Tickets that previously ended up in the wrong queue now route correctly on the first pass. Escalations caused by misrouted tickets dropped noticeably within the first two weeks.
The platform migration consolidated support operations into one tool. Agents no longer need to check two platforms or wonder which system has the authoritative version of a ticket. One platform, one source of truth.
The Configuration Workbook serves as a living reference for onboarding, workflow adjustments, and troubleshooting.
A Salesforce sidebar app inside Zendesk puts Contact, Account, and Case data on every ticket automatically. No tab-switching, no manual lookups, no missing context.
Are your support agents wasting time searching for account context in another system?