The integration of Dynamics 365 Sales with Zendesk offers a seamless way to manage customer interactions.  By displaying key CRM data within Zendesk tickets, users can access comprehensive customer information without switching systems.  The customizable ticket grid in Dynamics 365 Sales further boosts productivity by enabling ticket management directly within CRM.  This collaboration not only streamlines workflows but also ensures easy access to all customer data, including custom fields, enhancing customer service and informed decision-making.  The ability to tailor views to specific business needs makes this integration a versatile tool for organizations of all sizes.

1. Log into Zendesk.

2. Select the Zendesk Products icon.

3. Select Admin Center.

4. The Admin Center page will open.  In the left navigation pane, expand Apps and integrations and then select Zendesk Support apps.

5. Select Marketplace, on the right side of the page.

6. In the Filter apps box, type Dynamics 365.

7. In the results, select Dynamics 365 Connector.

8. Select the How to install tab. 

9. Right-click the URL and select Open link in new tab.

10. On the installation page, you will be prompted to create a new Popdock account.  You can enter your name, email address, company name, and set a password. 

Once you have entered your information, select Get started. 

11. Next, you’ll need to enter your Dynamics 365 Sales information.  Select the Connection type and then enter your Site URL. 

12. Select Validate to validate the connection.  You’ll need to enter your Dynamics 365 Sales account. 

13. If the validation is successful, you can select Connect.  You will need to sign in again.

14. Next, you’ll need to enter your Zendesk credentials.  Select your Connection type and enter the Site Prefix. 

The site prefix is the first part of the web address for your Zendesk.  For example, in mycompany.zendesk.com, the prefix is mycompany. 

15. Select Validate. 

16. Once the connection has been validated, select Connect.

17. Once you have successfully connected, you will see a page that displays the widget IDs for Dynamics 365 Sales and Zendesk.  You will also receive an email with this information.  You can leave this page open, as you’ll need it to complete the setup process in Step 20.

18. You’ll now need to return to the Dynamics 365 Connector page from Step 8 and then select Buy.

19. Select the Zendesk account you want to install the app to and then select Install. 

20. You’ll be taken back to Zendesk where you’ll need to enter the IDs from earlier.  In the Installation column on the left, enter a name for the app.  You can copy the domain and IDs from Step 17 and paste them into the corresponding field.

You can restrict access to the app by selecting Enable role restrictions and/or Enable group restrictions.  This will allow you to grant access to only the roles or groups that need access to the app.  If you leave this unmarked, all users in Zendesk will have access to the app.   

21. In the Billing details column on the right, enter your name and address.  If you have a coupon code, enter the code, and then select Apply. 

Once you have your information entered, select Proceed to payment. 

The State/Province is required.  If you live in a country that does not have a state or province, you can enter N/A.  If the State/Province field is left blank, you will not be able to select Proceed to payment.

22. Agree to the terms and then select Purchase.

23. You will now see the Dynamics 365 Connector listed on the My Apps page. 

24. Go to the Tickets in Zendesk and you will now see the Dynamics 365 Connector app in the sidebar.

Need further help with installing the Popdock Dynamics 365 Sales connector for Zendesk? Email support@eonesolutions.com