Dynamics 365 Sales for tickets

Customizing the Dynamics 365 Sales sidebar in Zendesk enables a more personalized experience for managing organizational data.  By setting up widgets for Contacts, Accounts, Opportunities, Search, and Create, users can optimize their workflow and keep essential information at their fingertips.  Making adjustments like adding or removing fields, changing the visibility of details and actions, or including specific parameters can greatly improve efficiency and data management.

Begin by logging into your Popdock account at https://login.popdock.com. Popdock will open and display the Dynamics 365 Sales sidebar for tickets on the left side.

Settings

Name – This is the name of the widget. The name is only used in the Edit Embedded App.

Title – This is the title that will appear on the ticket sidebar.  You will need to select the option Show title for the tile to display.  By default, this option is not marked.

Locale – Select the locale you want to display dates and number values.

Environment – This is the application where the widget will be embedded. This will default to the Zendesk Connector and the Tickets Page. If you change these, it will change where the widget is created.

Tabs

The tickets sidebar is configured with four tabs.  You can change the name of the tab by clicking in the Name column and editing the name.  If you need to remove a tab, select the Delete icon at the end of the field.  You can create new tabs by selecting Add tab.  Then enter a Name and select an Icon.  Once a tab is created, you can assign items to a tab. 

Widgets

The Dynamics 365 Sales sidebar for tickets is configured with Contact, Account, Opportunity, Search contacts, Search accounts, and Create contact widgets.  You can make changes to the individual widgets by selecting the Edit icon.

If you want to create new widgets, you can select Add new widget, and then select the type of widget you want to create. Information on creating widgets can be found here.

Options

There are five options available for the tickets sidebar:

Allow collapsing of widgets – Select this option and you can collapse the widget in the sidebar.  If this option is not marked, the widgets will display expanded without the option to collapse them. 

Allow refresh – Select this option and a refresh icon will be placed on the widget in the sidebar.  This will allow you to refresh the data in the widget. 

Eager load – Select this option and data for all widgets in the group is loaded when the widget is opened. If the option is not selected, data for the widget is loaded when it is selected.

Show tab labels – Select this option to display the tab name.  If you clear this option, only the icon will appear on the tab. 

Show title – Select this option if you want to display the title. 

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 Widgets

The Dynamics 365 Sales sidebar for tickets offers six preconfigured widgets. Each one set up with fields, actions, and details. Users have the flexibility to configure the widgets in the tickets sidebar by adding or removing fields to meet their needs.

To edit the sidebar, select the widget and then 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 title that will appear on the widget. 

Type – This is the type of widget. This widget is a Single record widget, so data will be displayed as a single record.

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 Dynamics 365 Sales 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 the Zendesk Connector and the Page where the widget is created. If you change these, it will change where the widget is created.

Fields

Each widget 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 item.  Select the fields you want to add and then select Add to add the fields to the widget. 

Details

If the item includes details, they will be listed on the settings page.  You can select Hidden in the Display type column if you do not want the detail to display in the sidebar. 

Actions

If the item includes actions, they will be listed on the settings page. You can select Hidden in the Display type column if you do not want the action to display.  If you want to make changes to the action, select Edit.

Parameters

Parameters are what link the data in Zendesk to Dynamics 365 Sales.  In this example, in order to display tickets, the ticket requester email in Zendesk is linked to the email field in Dynamics 365 Sales. 

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. 

Environment parameter – Select this to add an environment parameter from Zendesk.  You can select a parameter such as organization name or group, external ID, CRM ID, or serial number.  Then select a field from the Dynamics 365 Sales list.  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.   Parameter is the default, and the view will be reset to this when the page is refreshed.

Parameter– Displays the name of the parameter.  This is the field from the Ticket environment in Zendesk that is being passed into the list. You can change this by selecting a different parameter from the dropdown list.

Destination – Displays the destination. This is a field from the D365 Sales Contacts list that the Parameter is passed to.  You can change this by selecting a different destination from the dropdown list.

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 – Displays if the parameter is required or not. Select this option to make the parameter required.       

Options

Allow refresh – Select this option and a refresh icon will be placed on the widget in the sidebar.  This will allow you to refresh the individual item.

Show actions – Select this option to display actions in the sidebar.  Selecting this will also display the actions in the navigation pane in Popdock.

Show details – Select this option to display details in the sidebar.  Selecting this will also display the details in the navigation pane in Popdock.

Show fields with no data – Select this option to display fields that contain no data. Selecting this will display a blank space if there is no data. When unselected, fields with no data will be hidden.

Show title – Select this option if you want to display the item’s title. 

Options will vary depending on the type of widget. These are the options for a single record widget.

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

The Security tab will display the users that have access to the widget.

Editing Actions

To edit an action, select the Edit icon at the end of the field.

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.

Fields

Actions have predefined fields that serve as the data inputs for the action. The Fields tab displays the fields that have been added to the widget.

Label – This is the text that will appear in the sidebar.  If you want to change the label, place your cursor in the text box and enter a new label.

Value – If the field should have a default value, select the type of value from the dropdown list.  You can select None, Constant, or Environment parameter. 

Required – This will show if the field is required or not. 

Hidden – Fields that are hidden are automatically included in the form and hidden from view. 

To see the Required and Hidden columns, you will need to select Select columns and then add those columns. The Label and Value columns are the defaults, and the view will reset to this once the page is refreshed.

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.

Settings

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 Update contact action, these fields will be displayed. Users can then enter this information to create a new contact. 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 Dynamics 365 Sales sidebar for tickets in Zendesk? Email support at support@eonesolutions.com