Welcome to the official getting started guide for the Zendesk for Microsoft Dynamics CRM integration. The Zendesk for Microsoft Dynamics CRM closes the loop between your sales and support teams by enhancing visibility into customer information and support activity between Microsoft Dynamics CRM and Zendesk. Use this guide to start configuring and using Zendesk for Microsoft Dynamics CRM.
Zendesk for Microsoft Dynamics CRM is an application that your Microsoft Dynamics administrator installs in your Microsoft Dynamics CRM 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 CRM as cases under the correct contacts in that system.
The setup has two parts:Part 1: Installing the Zendesk for Microsoft Dynamics CRM Solution
Part 2: Setting up the Zendesk App and Ticket-to-Case Process
Microsoft Dynamics CRM editions supported
Microsoft Dynamics 2016 8.1
On-premise Internet Facing Deploy (IFD) based
Cloud based (Office365 authentication and Windows LiveID)
Note: On-Premise Active Directory based is supported if the needed ports are opened and the CRM services can be hit externally. It uses the same authentication method as IFD deployments, and as a result ADFS is required for this deployment method, which is what would be selected in that instance.
Part 1: Installing the Zendesk for Microsoft Dynamics CRM Solution
Part 1 of the setup contains the following steps:
- Load and install the Zendesk for Microsoft Dynamics CRM solution package in Microsoft Dynamics CRM.
- Configuring the Zendesk Connector solution in CRM in Microsoft Dynamics CRM to set up user credentials for the Zendesk account you want to connect to and data you wish to see in Zendesk.
- Add the Zendesk ticketing grid to any of the available entities in Microsoft Dynamics CRM.
- Configuring Dynamics 365 Security for non-admin CRM users.
- Download the solution file: Zendesk Dynamics CRM Connector 2016.
- Make sure you check the box for Activate any processes and enable any SDK message processing steps included in the solution
This part of the setup is complete! Look for a new entry in the list of solutions for the Zendesk Dynamics CRM Connector.
While in the Solutions list inside Dynamics CRM, find the Zendesk Connector solution and double-click it to open the main solution window up
- While in the Solutions list inside Dynamics CRM, find the Zendesk Connector solution and double-click it to open the main solution window
- Click on the Configuration menu item in the list on the left side of the solution window
- The first section in the Configuration page is the Authentication setup
- Enter the full URL to your Zendesk instance (ie: https://eone.zendesk.com)
- Enter the user name and password for an admin account that is setup within your Zendesk instance
- 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.
- 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 CRM cases. The three Zendesk fields that are supported are Status, Priority, and Type. Other fields are mapped directly across from Zendesk to Dynamics CRM that do not need any translation and so they are not shown in this setup window.
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.
- 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
- Select any contact in your list and navigate to the Form Editor
- 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.
- While on the Insert tab (1), then click the Web Resource button (2)
- 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.
- In the next page, select the check box next to eone_TicketGrid, then click OK
- 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)
- Check the box for Pass record object-type code and unique identifier as parameters
- 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.
- After you place the panel, navigate to the Home tab, click Save, then click Publish
- Refresh the contact page you had open and you should see the new Zendesk ticket panel where you placed it
- Repeat these steps for any other entities you have created mappings for
This completes the setup within Microsoft Dynamics CRM. Continue on to Part 2: Setting up the Zendesk Application to go through the process of setting up the Zendesk application.
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.
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 CRM App
Now that the Microsoft Dynamics CRM 2016 section is complete, it’s time to configure the Zendesk data display of Microsoft Dynamics CRM information.
- Log in to your Zendesk portal (You need administrator access for the following steps)
- In Zendesk > Settings > API. Make sure Password Access is enabled.
- The Dynamics CRM 2016 application needs to be added to the Zendesk instance. Simply navigate back to Manage > Browse, locate the application tile for Dynamics CRM 2016, click the Install button, and give the application a name
- Once installed, navigate to Apps > Manage, click the gear icon and select Change Settings to configure the connection information for Microsoft Dynamics 365 Sales
- The Title can be used to change the name of the App
- The CRM URL should be the actual address of your CRM instance, make sure to use “https” if SSL is enabled. If CRM is an On-Premise deployment the port must be opened so it can be hit externally by Zendesk
- The CRM Organization Name should be filled in for IFD/On-Premise deployments – this is not required for Online deployments as the Org Name is included in the CRM URL
- The Active Directory Name should be filled in for IFD/On-Premise deployments – this is not required for Online deployments as there is no domain in that environment
- The User Name should be an admin account within the CRM instance
- The email and password should be set to an administrator account with Dynamics CRM
- 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 CRM pulled in.
ZENDESK CRM CONNECTOR 2016