Two front doors
Residents use the web form on one system and the app on another.
CRM and service deskSolution
Cases from anywhere.
Requests in 311.
Web cases in Salesforce, tickets in ServiceNow or Zendesk, issues in Jira: bring them into Sentra 311 or send 311 requests out to them, with fields mapped and IDs kept on both sides.
This solution
CRM & service desk
StartsOn a schedule · Every 15 minutes
SystemsSalesforce, ServiceNow, Zendesk, HubSpot CRM…
Templates2 ready-made flows to start from2
Stored recordsNone: pass-through, in memory only0
Preview any template on your own data before it writes anything.
§ The problem
What it looks like today.
Lost IDs
Without the other system's ID, updates can't find their match.
Swivel chair
Agents copy cases between screens all day.
§ How it works
How it works: CRM & service desk
- 01Every 15 minChanged cases since the last run
- 02New, from the webFilter by origin and status
- 03Shape a requestMap fields
- 04Create in 311Keep both IDs
§ 01 / Salesforce to 311
Web cases become service requests.
Every 15 minutes, new Salesforce cases from the web become Sentra 311 service requests, with the Salesforce case ID kept for updates.
- ServiceNow, Zendesk, HubSpot and Jira connectors too
- Open311 and SeeClickFix for other 311 systems
- Map fields with AI suggestions
§ Templates
Ready-made flows for this.
Salesforce → Sentra 311
Salesforce web cases become Sentra 311 requests
Every 15 minutes, turns new Salesforce cases from the web into Sentra 311 service requests.
Sentra 311 → Sentra Scheduler → PostgreSQL / PostGIS → Esri ArcGIS feature layer → SFTP server311 triage: route every request to the right system
Cleans and checks changed 311 requests, sends bad ones to a data-quality sub-flow, checks the city database to see if each is new, then routes new…
§ Systems
Works with
Pre-built connectors used in this solution. Anything else with an API, a database or SFTP works too.
Sentra 311See your own systems connected.
We'll set up a workspace with your systems in a sandbox and build your first flow with you.