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Zendesk Dynamics 365 Sales Connector



Overview

Welcome to the official getting started guide for the Zendesk for Microsoft Dynamics 365 Sales integration. The Zendesk for Microsoft Dynamics 365 Sales connector closes the loop between your sales and support teams by enhancing visibility into customer information and support activity between Microsoft Dynamics 365 Sales and Zendesk. Use this guide to start configuring and using Zendesk for Microsoft Dynamics 365 Sales.

Zendesk for Microsoft Dynamics 365 Sales is a solution that your Microsoft Dynamics administrator deploys to your Microsoft Dynamics 365 Sales application. It contains a Zendesk module that gives you access to Zendesk tickets in Microsoft Dynamics and displays key Microsoft Dynamics fields in Zendesk user profiles. It also allows tickets to flow through into Dynamics 365 Sales as cases under the correct contacts in that system.

The setup has two parts:
Part 1: Installing the Zendesk for Microsoft Dynamics 365 Sales Solution
Part 2: Setting up the Zendesk App and Ticket-to-Case Process





Part 1: Installing the Zendesk for Microsoft Dynamics 365 Sales Solution

Part 1 of the setup contains the following steps:
  1. Load and install the Zendesk for Microsoft Dynamics 365 Sales solution package in Microsoft Dynamics 365 Sales.
  2. Configuring the Zendesk Connector solution in Microsoft Dynamics in Zendesk and Microsoft Dynamics 365 Sales to view Microsoft Dynamics 365 Sales data within Zendesk.
  3. Add the Zendesk ticketing grid to any of the available entities in Microsoft Dynamics 365 Sales.

Step 1: Loading and installing Zendesk for Microsoft Dynamics 365 Sales
  1. Download the solution file here
  2. Log in to Microsoft Dynamics 365 Sales
  3. Locate the Settings section in Microsoft Dynamics 365 Sales

  4. Select the Solutions option under the Settings menu

  5. Click the Import button on the Solutions page

  6. In the Import Solution dialog box, click the Browse button to select the zip file you saved in Step 1, then click OK
    • Make sure you check the box for Activate any processes and enable any SDK message processing steps included in the solution
  7. Click the Next button when you are ready to continue
  8. When the upload is complete, you’ll see confirmation that the upload was successful

This part of the setup is complete! Look for a new entry in the list of solutions for the Zendesk Dynamics 365 Sales Connector. 

 

 

Step 2: Configuring the Zendesk Connector solution in Microsoft Dynamics
The solution that was just imported to Dynamics 365 Sales has a configuration page that needs to be completed to enable the features of the connector. The configuration page contains the details for the connection information, field mappings being pulled out to Zendesk, and the mappings for any tickets flowing into cases within Dynamics 365 Sales.

  1. While in the Solutions list inside Dynamics 365 Sales, find the Zendesk Connector solution and double-click it to open the main solution window up

  2. Click on the Configuration menu item in the list on the left side of the solution window

  3. The first section in the Configuration page is the Authentication setup
  4. Enter the full URL to your Zendesk instance (ie: https://eone.zendesk.com)
  5. Enter the user name and password for an admin account that is setup within your Zendesk instance

  6. The second section is the Mapped Record Types, the fields selected within this section are displayed in Zendesk when a ticket is loaded. You can choose from the Lead, Contact, and Account entities. All fields are available for those entities, including custom fields.

  7. The third section is the Ticket to Case Mapping, which Identifies data items that should be mapped from standard Zendesk ticket fields into Microsoft Dynamics 365 Sales cases. The three Zendesk fields that are supported are Status, Priority, and Type. Other fields are mapped directly across from Zendesk to Dynamics 365 Sales that do not need any translation and so they are not shown in this setup window.

Step 3: Adding the Zendesk ticketing grid
Now you are ready to add the Zendesk ticketing panel to any of the entity pages that you’ve configured mappings for. You need to repeat the steps below for each entity type you want the ticketing grid displayed on. The ticket grid can be added to the contact, lead, or account entities – there is a slightly different grid which should be used if adding it to the account entity.

  1. In Microsoft Dynamics, navigate to the first entity where you want to add the ticketing grid. For this example, we’ll refer to a Contact record

  2. Select any contact in your list and navigate to the Form Editor
  3. In the Form Editor, click the Insert tab, then click the One Column Tab insert to create a new tab on your form. The ticket grid needs to be placed in its own tab, that is setup to be 1 column for the full width.

  4. While on the Insert tab (1), then click the Web Resource button (2)

  5. In the Add Web Resource page, click the magnifying glass next to Web resource to find the Zendesk ticket grid (eone_TicketGrid). If adding the ticket grid to the Account entity, use the eone_AccountTicketGrid instead – this has an extra column showing the user that opened the ticket. NOTE: The Account Ticket Grid is linked based off the Account Name in Dynamics and the Organization Name in Zendesk.

  6. In the next page, select the check box next to eone_TicketGrid, then click OK
  7. Back in the Add Web Resource dialog box you should see eone_TicketGrid in the Web resource. Enter a Name and Label you can easily recognize (consider naming it Zendesk Ticket Panel)
  8. Check the box for Pass record object-type code and unique identifier as parameters

  9. Switch to the Formatting Tab and set the Number of Rows to 25 (or something slightly higher). This is required so the ticket grid has enough space to function correctly with the Add/Edit Ticket Details windows that open within the grid.

  10. After you add the panel and have it setup in its own tab, navigate to the Home tab, click Save, then click Publish
  11. Refresh the contact page you had open and you should see the new Zendesk ticket panel where you placed it
  12. Repeat these steps for any other entities you have created mappings for.

Step 4: Configuring Dynamics 365 Security
The final step is to setup the needed security roles for non-admins within Dynamics 365. This step will ensure that users are able to read from the configuration that is setup for the solution so tickets can be displayed in the ticket grid.

  1. In Microsoft Dynamics, navigate to Security settings
  2. Create a new security role or select an existing one to modify it
  3. Switch to the Custom Entities tab of the security role window and grant the “Read” permission on the “Global Settings”


This completes the setup within Microsoft Dynamics 365 Sales.
If the Ticket Grid is not displaying tickets correctly, reference our troubleshooting guide HERE.
Continue to Part 2: Setting up the Zendesk Application to go through the process of setting up the Zendesk application.





Part 2: Configure the Zendesk Dynamics 365 Sales App

Now that the Microsoft Dynamics 365 Sales section is complete, it’s time to configure the Zendesk data display of Microsoft Dynamics 365 Sales information.

  1. Log in to your Zendesk portal (You need administrator access for the following steps)
  2. In Zendesk > Settings > API. Make sure Password Access is enabled.
  3. The Microsoft Dynamics 365 Sales application needs to be added to the Zendesk instance. Simply navigate back to Manage > Browse, locate the application tile for Microsoft Dynamics 365 Sales, click the Install button, and give the application a name
  4. Once installed, navigate to Apps > Manage, click the gear icon and select Change Settings to configure the connection information for Microsoft Dynamics 365 Sales
  5. The Title can be used to change the name of the App
  6. Switch to the App Configuration tab, the URL should be set to your full Dynamics 365 URL (ie, https://dyn365smartconnect.crm.dynamics.com)
  7. The email and password should be set to an administrator account with Dynamics 365 Sales
  8. Once the configuration is complete, click the Save Settings button

Now, on a ticket page, simply expand the Apps panel on the right-hand side of the page and you will see your information from Microsoft Dynamics 365 Sales pulled in.

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