Zendesk

Zendesk

Consistently having your customers' details in a single place gives you the advantage of knowing your customers 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. 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, and Accounts modules. Upon installing this extension, two custom modules will be created: Zendesk Tickets and Zendesk Ticket Comments.

Note:
  1. Only administrators can install this extension. Users who have a trial or paid plan in Zendesk can use this extension.
  2. Please note that the Zendesk extension for Zoho CRM is available in US, IN, AU, CA, SA, and JP datacenters.

Installing the extension

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 the Zendesk extension:
  1. Go to Setup > Marketplace > All. The installed extensions will be listed. Under All Extensions, you can view all of the extensions supported by your CRM.
  2. Click All Extensions, then browse for and click Zendesk.
    The details about the extension will be available.
  3. Click Install Now.
  4. In the following screen, agree to the Terms of Service and click Continue to Install.

  5. Choose one of the following, then click Confirm:
    1. Install for admins only: The extension will only be installed in CRM for users with the administrator profile.
    2. Install for all users: The extension will be installed in the CRM for all users. Users need to have an Zendesk account to use this feature.
    3. Choose profiles: The extension will be installed in the CRM for manually chosen users. Choose this option, click Confirm, then select the desired profiles.
      The extension will be installed automatically for the specified users.

  6. Click Authorize.
    If you click     Skip in this step, you can later authorize from Setup > Marketplace > All.
    In the Zendesk extension details page, you can click     Authorize.

  7. In the pop-up, specify your Zendesk subdomain and click Save and Authorize.
  8. Enter the Email and Password for the Zendesk account and click Sign In.
  9. Click Allow.
    The account will be authorized and the extension can be used. Three custom modules will be created after installing the extension.

Configuring the extension

Once the extension is installed and authorized, you need to set up the data synchronization settings to import the contacts, leads, and accounts from Zendesk to CRM.
  1. Click the Settings button on the Extension Details page.
    You will be redirected to the     Zendesk - Settings page.
  2. In Sync Settings, choose either Bulk Sync or Selective Sync.

Bulk Sync
  1. In Auto Sync, choose Yes to schedule auto-synchronization. Choose No if you wish to sync data manually.
  2. In CRM modules for auto sync, choose Accounts, Contacts, or Leads, which you want to sync from Zendesk.

  3. Click Next.
    The     Field Mapping Settings page will open, and the modules chosen in the previous page will be listed.

  4. Map the Zendesk fields to the corresponding Zoho CRM fields to ensure data is accurately transferred in Zoho CRM.
    The default fields of each module will be mapped by default.

  5. Click Next.
  6. Click Sync Now to synchronize data for all organizations.
  7. Click Sync now.

Note: The Bulk Sync can be performed only once. In case your want to use Bulk Sync again, you need to write to us at support@zohoextensions.com.
Selective Sync
  1. In Auto Sync, choose Yes to schedule auto-synchronization. Choose No if you wish to sync data manually.
  2. In CRM modules for auto sync, choose Accounts, Contacts, or Leads, which you want to sync from Zendesk.

  3. Click Next.
    The     Field Mapping Settings page will open, and the modules chosen in the previous page will be listed.
  4. Map the Zendesk fields to the corresponding Zoho CRM fields to ensure data is accurately transferred in Zoho CRM.
  5. All the default fields of each module will be mapped by default.
  6. Click Next.
  7. Move the desired organizations from Available Organizations to Selected Organizations using the arrow keys.

  8. Click Sync now.

Once the synchronization is done, the statistical information about the synchronized information will be available as a dashboard in the Zendesk webtab. Any further information available from Zendesk after the initial sync will be synchronized in Zoho CRM in real time.


You can modify the extension synchronization settings any time using the modify button available in the Zendesk - Settings page. This button will be visible only after the initial synchronization is completed.

Sync tickets from Zoho CRM to Zendesk

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

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

To create and sync a ticket from Zoho CRM
  1. Click the Leads, Accounts, or Contacts 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:
    1. Enter the Requester Name.
      By default, the selected contact's name will be added.
    2. Enter the Requester Email.
    3. Select the Assignee from the drop-down list.
      All the agents from Zendesk will be listed.
    4. Select the Type of ticket and it's Priority from the respective drop-down list.
    5. Specify any Tags.
    6. Select the Status of the ticket from the drop-down list.
      The Brand name will be selected by default.
    7. Enter the Subject and Description of the ticket.
    8. 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, or Contacts modules.
  2. Click on a record and go to the Zendesk Tickets related list.
  3. You can view the tickets, their status, and so on.

Uninstalling the extension

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

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

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