Zendesk Tickets
Integrating Zendesk with Dynamics 365 Sales enhances customer support by providing seamless access to Zendesk tickets directly within Dynamics 365 Sales. The pre-configured Popdock list, which includes essential fields, details, and actions, can be tailored to meet an organization’s specific needs. Users can add or remove fields, implement restrictions, and manage the visibility of actions, ensuring that the most relevant information is always readily available.
Adding the Zendesk Tickets widget to Dynamics 365 Sales
Steps to adding the Zendesk tickets widget to Dynamics 365 Sales can be found here.
Configuring the Zendesk Tickets widget in the Popdock Edit Embedded App
The Popdock Edit Embedded App enables users to view a pre-configured list of Zendesk ticket information. To access the settings for this list, users need to edit the Zendesk Tickets from the homepage. This integration supports real-time queries to Zendesk and displays the tickets within Dynamics 365 Sales, streamlining the management of customer interactions and support tickets.
Begin by logging into your Popdock account at https://login.popdock.com. Popdock will open and display the Zendesk tickets on the left side. To edit the Zendesk Tickets widget, select the Edit icon.
Settings
Name – This is the name of the widget. The name is only used in the Edit Embedded App.
Title – This is the title of the widget that will appear in Dynamics 365 Sales. If you want to change the title, you can edit it here.
Type – This is the type of widget. This widget is a Single list widget, so data will be displayed in a grid view.
Locale – Select the locale you want to display dates and number values.
Connector – The connector that the widget is using to pull data from. This is set to Zendesk and cannot be changed.
Favorite – If the widget has favorites, you can select a favorite here.
Group – The group that the list belongs to.
List – This is the list that the widget is based on.
Environment – This is the application where the widget will be embedded. This will default to None for the Connector.
Fields
The list has a set of predefined fields included. You can remove fields you do not want to include by selecting the Delete icon at the end of the field.
Select Add fields to get a list of available fields for the widget. Select the fields you want to add and then select Add selected to add the fields to the widget.
You can change the order of the fields by grabbing the drag and drop icon to the left and then moving the row.
Details
Details included on the list will be displayed in the widget. You can change the Display type for each one by selecting an option from the dropdown list. You can select Hidden, to hide the option. Select Below the record to display details at the bottom of the list. Select In the sidebar to display details on the right side. Select Drill down to new page to double-click on a record and open a new page.
Actions
Actions included on the list will be displayed in the widget. You can select the location of the action from the dropdown list. If an action should not be displayed, you can select Hidden. To make changes to the action, select Edit.
Parameters
Parameters are what link the data in Dynamics 365 Sales to Zendesk.
URL parameter – Select this to add a URL parameter. Enter a name for your parameter and then select the Parameter type. Then select the Field that will be the parameter. You can also select one of the predefined lookups, if needed. If not, select None for the lookup.
Calculated parameter – Select this to add a calculated parameter. These can be added to process parameter values before they are applied to fields in your widget.
You can add columns by selecting Select columns in the upper right.
Name– The name of the parameter. If you want to change the name, place your cursor in the text box and enter a new name.
Destination – Displays the destination. This is a field from the tickets list in Zendesk that the list will be filtered on.
Lookup – Displays the lookup, if one is used. If you want to add a lookup, select one of the predefined lookups from the dropdown list. A lookup will let you look up one piece of information based on another. For example, the Account ID by Account Name lookup would let you look up the account ID by entering the account name.
Required – Select this option to make the parameter required.
Options
Allow export – Select this option to display the Export button on the list. This will allow you to export the list to PDF or Excel.
Allow grouping – Select this option to allow users to drag and drop columns and group by the column.
Allow refresh – Select this option and a refresh icon will be placed on the list. This will allow you to refresh the data on the list.
Change view type – Select this option to allow users to change the view to List, Chart, or Text.
HTML table – Select this option to display the list as a simple HTML table.
Show actions – Select this option to display actions in the list. Selecting this will also display the actions in the navigation pane in Popdock.
Show columns -Select this option to display the Columns sidebar.
Show details – Select this option to display details in the list. Selecting this will also display the details in the navigation pane in Popdock.
Show filter – Select this option to add filtering and allows the user to add a filter.
Show filter description – Select this option to display the filter description in the lower left corner. This works in conjunction with the Show filter option.
Show pages – This option will show the page numbers.
Show record count – This option will show the number of records the list pulled.
Show search – Select this option if you want to include a search bar on the list.
Show settings – Select this option if you want to change the settings for cards or charts. You must also select the Change view type option to use this option.
Show title – This option will display the name of the list.
Show totals – This option will display a total for columns that have a summary method other than None.
Preview
The Preview tab will allow you to preview the widget. If you need to make changes to it, you can preview those changes before finalizing the widget.
Embed codes
Embed codes allows you to create different types of codes for your widget.
Type – Select the type of code to create. You can select Link, Widget ID, Iframe, NetSuite portlet, or Visualforce page.
Theme – Select the theme to apply to the widget.
Code – This will display the code based on the type you selected. You can use Copy to clipboard to copy the code and use in another application.
Security
This will display users that have access to the widget.
Editing Actions
The actions settings page is a feature that provides users with the flexibility to configure their actions. It allows for the addition or removal of fields and enables the editing of text to suit specific needs or preferences.
To edit an action, select Actions in the navigation pane and then select the Edit icon.
Settings
Name – This is the name that will display for the action. If you want to change the name, place your cursor in the text box and enter a new name.
Icon – Select an icon from the dropdown list. The icon will appear next to the action name.
Location – Select the location where the action will appear in the widget. You can select Right-click menu, Sidebar, or Toolbar.
Fields
The Fields tab will display the fields that have been added to the action. If you need to add additional fields, you will need to edit the action.
The Value of the field can be set to None, Constant, or URL parameter.
None – No value is in the fields and user must enter something.
Constant – The value you enter as a constant will default in the field.
URL parameter – Select one of the values that were defined on the Parameters tab. The field will default to the value for the selected parameter.
Edit action
Select Edit action and a new tab will open that allows you to edit the action. Making changes here will change how your action performs.
The Settings tab will display the details of the action. There is a section for the details of the action and a section for the details of the connector.
Name – This is the name that will display for the action. If you want to change the name, place your cursor in the text box and enter a new name.
Icon – Select an icon from the dropdown list. The icon will appear next to the action name.
Task type – The type of task for the action. This is set when the action is created.
Type – There are three types of actions available: Display a form, Display a confirmation prompt, and Run as a background process. The actions are predefined as Display a form actions. This will display a form that the user must interact with, when selecting the action. It is best not to change the type for the actions.
Submit button label – The text that is displayed for the submit button.
Cancel button label – The text that is displayed for the cancel button.
Connector – The connector that contains the action.
Action – The name of the action.
Group – The group that contains the list the action is from.
List – The list that contains the action.
Fields
The Fields tab displays the fields that are on the action. In this example, when the user selects the Add ticket comment action, these fields will be displayed. Users can then enter this information to create a new comment. If a field should be required, you can select the Required box.
Changes made here will be reflected on the Fields tab in the action.
Select the Edit icon to make changes to the field. You can change the label, the field, and field type.
Select Hide field to make the field hidden. Fields that are hidden are automatically included in the form and hidden from view.
Select Delete to permanently remove the field from the action.
Add form field – Select this to add a new field to the action. You can select a Field, and the Label will be automatically added.
Select columns – Select this to add columns to the display. The Label and Required columns are the default. The view will be reset to these when the page is refreshed.
Default values
The Default values tab display any default values for any fields. If you need to add a default value to a field, you can set it here.
Security
This will display users that have access to the action.
API endpoints
The API endpoints tab displays predefined endpoints for the action. You can copy the endpoint to use in another application. You can also test the endpoint using a selected token.
Actions
Select Test to test the action. This will allow you to see how the action will work within the widget.
Select Delete to permanently delete the action.
Questions on configuring the Zendesk Tickets widget in the Edit Embedded App? Email support at support@eonesolutions.com