D365 Sales and Zendesk Integration

Supports:
SmartConnect 2017+
Publisher:
eOne Solutions

D365 Sales and Zendesk Integration



Overview
Integrate Zendesk and Dynamics 365 Sales using a combination of bulk and scheduled processes to keep your CRM and helpdesk data in sync. The templates are a two-way integration solution, allowing data to flow in both directions between the two systems. Decide which components of each system should be synced with the other using the provided integration maps. The integration includes processes that will sync up the following records:
  • Zendesk Users and 365 Sales Contacts
  • Zendesk Organizations and 365 Sales Accounts
  • Zendesk Tickets and 365 Sales Cases
The solution includes a set of minor customizations to both 365 Sales and Zendesk. The customizations allow the unique ID from each system to be stored in the other one in order to ensure that data isn't duplicated or missed when integrating the two systems together.
These templates do require that the latest version of the Zendesk Connection is installed and setup within SmartConnect. The Zendesk Connection is included in the download file with these templates, and additional information about the connection can be found on its dedicated overview page.

Details
General Information
The Zendesk and Dynamics 365 Sales templates consist of 8 maps. There are integration point between the following points:
  • Zendesk Organizations to D365 Sales Accounts
  • Zendesk Users to D365 Sales Contacts
  • Zendesk Tickets to D365 Sales Cases
There are 2 versions of the Users to Contacts map, one version will sync all Zendesk users to contacts while the other version will only sync users categorized as an end-user in Zendesk. End-users are generally the users that are opening the support tickets and would be best suited to be tracked as contacts in D365 Sales. If internal users or agents can open tickets as well then the full contact and user integration would be the best option.

For every integration, a Bulk version and a Change version of the map exists. The set of bulk maps are intended for an initial sync of data from Zendesk to D365 Sales. Once that is complete, the change maps are designed to be scheduled as an ongoing process to keep the two systems synced up.
Any of the mappings can be changed or configured once the integrations are imported into SmartConnect, so additional fields can be included or even new maps can be added to fit specific needs.

Prerequisites to using these templates are as follows:
  • Have a valid D365 Sales and Zendesk instance/organization
  • SmartConnect 20.17.0.11 or higher installed and registered
  • D365 Sales Connector already configured within SmartConnect
Import and Configure the Service Provider
  1. Click on the “Maintenance” tab within SmartConnect
  2. Click the “Import” button within the REST Connector section
  3. Browse to and select the “REST_Connector_Zendesk.xml” file for the import
  4. Mark the Zendesk service provider box for import
  5. Click the “Import” button to bring in the service provider definition
  6. Close that window and click on the “Service Providers” button
  7. Double-click the “Zendesk” provider from the list to open the provider setup windows
  8. Double-click the “Authorization” parameter from the list
  9. The “Default Value” needs to be set with a valid authorization key, which can be obtained by using Postman
  10. Download/install postman through chrome, and when it opens up put any GET request path into the URL (https://eone.zendesk.com/api/v2/users/me.json is a request that should always work) – make sure it is using the subdomain from the correct Zendesk instance
  11. Then put in your username and password using Basic Auth, and click the “Update Request” button
  12. It will generate the value that needs to be copied into the Authorization parameter default value, switch to the “Headers” section to find the authorization key
  13. Save the REST Parameters window once the value is copied in
  14. Switch to the Methods tab in the REST Service Provider window
  15. Each method in the list needs to have its URL path updated to use the correct Zendesk instance subdomain – by default they will all point to eone.zendesk.com
  16. Double-click on the first method to open the setup window
  17. Replace the “eone” subdomain with the correct value in the URL field
  18. Save that setup window and repeat that process for each method in the list
  19. Once all the methods are updated, save and close the REST Service Provider window
Import and Configure the Dynamics 365 Sales– Zendesk Maps
  1. Click on the “Maintenance” tab within SmartConnect
  2. Click the “Import Wizard” button within the SmartConnect Maintenance section
  3. Select the “Zendesk_Crm_Maps.sce” file and import its contents
  4. Once the import completes, navigate to the Maintenance tab within SmartConnect
  5. Click on the “MSSQL Defaults” button and then double-click the “SMARTCONNECT_DB” item to open it
  6. Update the connection information in the SQL connection to point to the correct SmartConnect server and database and then save the changes
Final Steps
  1. Choose which Zendesk User to D365 Sales Contacts map to use, only one is needed:
  2. The Map with the suffix of _ENDUSERS will integrate only users flagged as end-users in Zendesk over to Contacts in D365 Sales
  3. The basic Users to Contacts map will integrate all Zendesk users over to contacts in D365 Sales
  4. Run the bulk maps to perform an initial sync of data
  5. Maps should be run in the following order
    1. BULK_ZENDESK_ORGS_TO_CRM_ACCOUNT
    2. BULK_ZENDESK_USERS_TO_CRM_CONTACTS (_ENDUSERS)
    3. BULK_ZENDESK_TICKETS_TO_CRM_CASES
  6. Schedule the maps that have the prefix of CHANGE_ on whatever schedule is desired:
  7. A 5 minute interval should be the quickest time frame in which the maps are set to repeat, this is recommended as the Zendesk API has a minimum interval of 5 minutes when determining changed records

Free 30 Day Trial

Free 30 Day Trial