Zendesk

Synchronizing Zendesk Tickets with Zoho CRM

Having your customers' details in a single place, always gives you the advantage of knowing your customer better; their interests, issues faced by them and all the communications that you had with them. It is better to know the issues they faced earlier, before contacting them. Zoho CRM provides you the platform to bring in all the information about your customers in a single place and with the Zendesk integration, you can now associate the support tickets as well with the CRM contacts.

This extension is supported only for the Leads, Contacts, Accounts and Deals modules. On installing this extension, two custom modules will be created: Zendesk Tickets and Zendesk Ticket Comments

Note:

  • Only administrators can install this extension. Users having a trial or paid plan in Zendesk can use this extension.
  • The email address to sign in to Zoho CRM account and Zendesk account should be the same.

Install Zendesk

You can either go to the Zoho Marketplace and install the Zendesk extension or log in to your Zoho CRM account and install.

To install Zendesk

  1. Click Setting > Setup > Marketplace  > All.
    All the installed extensions are listed. Under All Extensions you can view all the extensions supported in CRM.
  2. Click AllExtensions, browse through for Zendesk and click it.
    The details about the extension will be available.
  3. Click InstallNow.
  4. In the following screen, agree to the terms of service and click Continueto Install.
  5. Choose one of the following and click Confirm.
    • Install for admin only - The extension will be installed in CRM for only the users with the administrator profile.
    • Install for all users - The extension will be installed in CRM for all the users. Users need to have an Zendesk account to use this feature.
    • Choose profiles - The extension will be installed in CRM for all the users. You need to choose this option, click Continue and then select the profile
      The extension will be installed automatically for the specified users. After installing you need to authorize using your Zendesk login credentials.
  6. Click Authorize.
    If you click Skip in this step, you can later authorize from Settings> Setup > Marketplace > All.
    In the Zendesk extension details page, you can click Authorize.
  7. In the pop-up, specify the Email and Password for the Zendesk account and click SignIn.
  8. Click Next.
  9. In the pop-up, specify your Zendesk subdomain and click Save.
    The account will be authorized and the extension can be used. Three custom modules will be created after installing the extension.

Sync tickets from Zoho CRM to Zendesk

With the New Zendesk Ticket option in Zoho CRM you can create tickets for the leads, contacts, accounts and deals and push them to Zendesk. The contacts and leads will be synchronized with Zendesk's people data. Similarly, the account details will be synchronized with the organization data in Zendesk.

Tickets will be synchronized from Zendesk to Zoho CRM also. You can synchronize the new tickets and also the existing tickets that are edited.

To create and sync a ticket from Zoho CRM

  1. Click the Leads, Accounts, Contacts, or Deals modules.
  2. Click on a record to which you want to send documents.
  3. In the record's details page, click New Zendesk Ticket.
  4. In the New Zendesk Ticket pop-up window, do the following:
    • Enter the RequesterName.
      By default, the selected contact's name will be added.
    • Enter the RequesterEmail.
    • Select the Assignee from the drop-down list.
      All the agents from Zendesk will be listed.
    • Select the Type of ticket and it's Priority from the respective drop-down list.
    • Specify Tags, if any.
    • Select the Status of the ticket from the drop-down list.
      The Brand name will be selected by default.
    • Enter the Subject and Description of the ticket.
    • Click Save.
      The ticket will be created in Zendesk.

View tickets associated to a record

To view tickets associated to a record

  1. Click the Leads, Accounts, Contacts, or Deals modules.
  2. Click on a record and go to the Zendesk Tickets related list.
    You can view the tickets, their status, etc.

Uninstall Zendesk

When you wish to uninstall Zendesk extension, please note that all the custom modules related to this extension will be deleted.

To uninstall Zendesk

  1. Click Setting > Setup > Marketplace > All.
    All the installed extensions are listed. Under All Extensions you can view all the extensions supported in CRM.
  2. Browse for Zendesk and click the corresponding Uninstall link.
  3. Click Ok to confirm.

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