Forums/Documentation/Setting up integrations

Zendesk for Microsoft Dynamics CRM 2011: Getting Started

Eric Shen
posted this on May 17, 2012 13:35

UPDATE January 7, 2013: We've released an updated version of the solution.  Check out the updated Getting started guide here

Overview

Welcome to the official getting started guide for the Zendesk for Microsoft Dynamics CRM 2011 integration. The Zendesk for Microsoft Dynamics CRM 2011 closes the loop between your sales and support teams by enhancing visibility into customer information and support activity between Microsoft Dynamics CRM 2011 and Zendesk. Use this guide to start configuring and using Zendesk for Microsoft Dynamics CRM 2011.

Zendesk for Microsoft Dynamics CRM 2011 is an application that your Microsoft Dynamics administrator installs in your Microsoft Dynamics CRM 2011 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.

Microsoft Dynamics CRM editions supported

  • Microsoft Dynamics CRM 2011 online (cloud based) using Microsoft LIve ID or Office365 as the primary authentication method.
  • Microsoft Dynamics CRM 2011 On Premise Solutions (self-hosted, IFD self-hosted) are currently in beta.   If you are interested, please shoot me an email to support@zendesk.com with the subject line "On-Premise Dynamics CRM Beta".  Include your Zendesk subdomain and we will make sure the on-premise setting is enabled.  You will receive additional information to get set up once enabled.

Getting started

Follow these steps to begin using Zendesk for Microsoft Dynamics CRM 2011:

  1. Install Zendesk for Microsoft Dynamics CRM 2011 as a module in Microsoft Dynamics CRM 2011 and set up user credentials for the Zendesk account you want to connect to.
  2. Set up new security roles. The Zendesk integration introduces two new Microsoft Dynamics CRM 2011 security roles to give you more granular control over who can access and enter their individual Zendesk credentials and who can access Zendesk configuration pages.
  3. Set up user data lookup in Zendesk and Microsoft Dynamics CRM 2011 to view Microsoft Dynamics CRM 2011 data within Zendesk.
  4. Configure the ticket-to-case capabilities in Zendesk and Microsoft Dynamics CRM 2011 to convert tickets into Microsoft Dynamics CRM 2011 cases.
  5. Additional/Optional information
    • Add the Zendesk Configuration page to a your existing customized site map.
    • Add the Zendesk ticketing panel to a custom area in your Accounts, Contacts, and Leads pages in Microsoft Dynamics CRM 2011.
    • Configure your IIS server with the Zendesk/Microsoft Dynamics web service that provides user data lookup and ticket-to-case functionality. This step is optional. Zendesk does provide a shared hosted web service for its customers on the Windows Azure platform.  

Install Zendesk for Microsoft Dynamics CRM 2011

The first part of this article covers uploading the Zendesk Silverlight module to your Microsoft Dynamics CRM 2011 instance. This is followed by configuring the plug-in.

Load and install the Zendesk module

  1. Download the zip file attached to the bottom of this article: ZendeskConnector_1_0_0_2_managed.zip. Note where you save this file.
  2. Log in to Microsoft Dynamics CRM 2011.
  3. Click the Settings section in the left-hand navigation (1), then click Solutions (under Customization) (2). Finally, click the Import button (3).
    1.png
  4. In the Import Solution dialog box, click the Browse button to select the "ZendeskConnector_1_0_0_2_managed.zip" file you saved in Step 1, then click OK. Click the Next button when you are ready to continue.
    2.png
  5. You can ignore the following warning, and click Next to start the upload process.
    3.png
  6. When the upload is complete, you'll see confirmation that the upload was successful. Click the Close button. This part of the setup is complete! Look for a new entry in the list of solutions for the Zendesk - MS CRM 2011 Connector. Stay on this page for the next phase.  Note: You may need to re-log into your instance of Dynamics for the Zendesk configuration page to show.  
    4.png

Setting up new security roles

 The Zendesk integration introduces two new security roles to Microsoft Dynamics CRM 2011 that must be assigned before you can proceed to the next step:

  • Zendesk - Read configuration settings - grants access to the configuration settings for an individual Zendesk user so they can enter their personal Zendesk credentials to create and edit Zendesk tickets directly from Microsoft Dynamics CRM 2011.
  • Zendesk administrator - grants access to the global Zendesk Configuration page (step #3).
By default, all users can view Zendesk ticket information in Microsoft Dynamics CRM 2011 if the panels are enabled. To edit tickets, the appropriate role must be assigned to a user. To enable the roles, do the following:
  1. In Microsoft Dynamics CRM 2011, select Settings (1) > System > Administration (2) > Users(3).
    19.png
  2. In the Users page, click New if you need to add new users.  If you are editing a list of existing users, select the user you want to modify and click on the Manage Roles button.
  3. In the Add Users dialog box, select the role for the group you want to configure. The two new roles created by the Zendesk integration are at the bottom. Click Next to select and assign the users to a particular role and to send email invitations.
    20.png
Users are now configured to use the Zendesk for Microsoft Dynamics CRM 2011 integration!  If you have pre-existing users, you can simply add the appropriate roles to each of your uses.

Adding the Zendesk Configuration page to your existing site map

To edit the site map of your Microsoft Dynamics CRM 2011, please follow the steps below.  Alternatively, you can use a tool like http://sitemapeditor.codeplex.com/ to make this a bit easier.

  1. If you do not have the SiteMap solution available in your list of Solutions, please follow steps 2-5.  If you do have the Sitemap, proceed to step 6.
  2. Click the New button in the Solutions section.
    Sitemap1.png
  3. Give the solution a Display Name (for example, "Sitemap"), select the Default Publisher, and specify a Version (for example, "1"), then save the solution.
    Sitemap2.png
  4. In the Sitemap page, click Components (1) in the left-hand navigation. Click the Add Existing button (2) and select Site Map from the list of options (3).  Click Ok.
    Sitemap3.png
  5. Click Save and Close.
  6. In the Solutions page, select SiteMap in your list of available Solutions (1), then click the Export button (2). 
    5.png
  7. Click Next through the series of Export options (and possible warning) presented. Don't worry about changing any of the settings. When you reach the final page you'll see an Export button. On the final page, make sure the Unmanaged option is selected, then click the Export button.
  8. When prompted, download a zip file of the SiteMap and save the file where you can easily find it.
  9. Locate the file you just downloaded and extract its contents. Open customizations.xml in a text editor to make changes.  
  10. Add the following code snippet to customizations.xml. You can put the code anywhere, as long as it's under an existing <Group> element (for example, under the Group ID of Customizations).
    <SubArea Id="new_ZendeskConfigurationPage_HTML" AvailableOffline="false" Icon="$webresource:new_ZendeskIcon" Url="$webresource:new_ZendeskConfigPage_HTML"> <Titles> <Title LCID="1033" Title="Zendesk Configuration Page" /> </Titles> </SubArea>
  11. Save the file and repackage the zip file. Be sure to include the other two original files ([Content_Types].xml and solution.xml) as well as your new customizations.xml file.
  12. Navigate back to the Microsoft Dynamics CRM 2011 Solutions page.
  13. Click the Import button, then browse to the updated zip file and click Next. Continue to click Next
  14. On the final page, click Publish All Customizations. When the import is complete, refresh your Microsoft Dynamics CRM 2011 page and look for a new entry in Settings called Zendesk Configuration Page.
    6.png

 

Adding the Zendesk for Microsoft Dynamics CRM 2011 panel

Now you are ready to add the Zendesk ticketing panel to your Accounts/Contacts/Leads pages.  You need to repeat the steps below for each type of record type you want the panel displayed on.

  1. In Microsoft Dynamics, select the Sales section in the left-hand navigation panel. Select the record type where you want to add the panel (AccountsContacts, or Leads ). For this example, we'll refer to a Contact record.
  2. Select any contact in your list and, in the Contact page, click the Customize tab.
    8.png
  3. Click the Form button in the menu bar. This starts the Form Editor and opens another window.
    9.png
  4. In the Form Editor, click the Insert tab (1), then click the Web Resource button (2).  
    10.png
  5. In the Add Web Resource page, click the magnifying glass next to Web resource to find the Zendesk Silverlight plug-in.  
    11.png
  6. In the next page, select the check box next to new_SilverLight/TicketLister, then click OK.
    Silverlight.jpg
  7. Back in the Add Web Resource dialog box you should see new_SilverLight/TicketLister in the Web resource field. Enter a Name and Label you can easily recognize (consider naming it Zendesk Ticket Panel), then click OK.
  8. You now have a Zendesk ticket panel in the form layout that you can drag anywhere you'd like on the page. You can even create a special subsection for it if you'd like.
  9. After you place the panel, navigate to the Home tab, click Save, then click Publish
  10. Refresh the contact page you had open and you should see the new Zendesk ticket panel where you placed it!  Note: You may experience an error that pops up when closing a record in CRM and Zendesk tickets will not be pulled.  This should disappear once you complete the next section "Setting up Zendesk Credentials".
    13.png
  11. Repeat these steps for the Accounts and Leads tabs if you want to display the panel on those pages.
Note: The Go To Configuration Page link allows Microsoft Dynamics users to create their individual settings for their Zendesk account. By authenticating with their Zendesk account, Dynamics users can create and edit tickets directly from Microsoft Dynamics CRM 2011 and they can set their personal filtering preferences.

Setting up Zendesk credentials

You now need to set up your Zendesk credentials so that the system can authenticate to the appropriate Zendesk instance.

  1. Open the newly created Zendesk Configuration page in your Microsoft Dynamics CRM 2011 instance.
  2. In the Authentication section of the configuration page, enter your Zendesk subdomain (make sure you specify HTTP vs. HTTPS if you have SSL enabled) and login credentials (you need administrator credentials). This gives your Microsoft Dynamics CRM 2011 users read-only access to available tickets. To create or edit tickets from Microsoft Dynamics CRM 2011, your Dynamics users must have a Zendesk license, and they will need to enter their own credentials (explained later in this article).  Make sure you end the Zendesk URL with a forward slash ("/").
    Dynamics_Settings2.png
  3. Optionally, you can configure the other settings now, if you want:
    • Ticket view defaults - global default settings for ticket views in the Zendesk ticket panel. This sets the defaults at the account level, but can be overwritten by individual preferences by each user.
      • Filtering - sets the default values for filters in the Zendesk ticket panel.
      • Sorting - sets the default sort order for tickets in the Zendesk ticket panel.
      • Advanced - if you select Show Account tickets by Zendesk Organization, and the Zendesk ticket panel is enabled on the Accounts object, then Zendesk tickets will be matched based on the Account Name matching the Zendesk Organization the ticket is associated with. By default, the Zendesk ticket panel on the Accounts object will match on all email addresses associated with an account.
    • Mapped record types - enables you to modify the data elements that display in a Zendesk user profile when a ticket is loaded. You can choose from Lead, Contact, and Account. All fields are available, including custom fields.
    • Ticket-to-case mapping - identifies data items that should be mapped from standard Zendesk ticket fields into Microsoft Dynamics CRM 2011 cases. The three Zendesk fields that are supported are Status, Priority, and Type.

Setting up user data lookup for data display in Zendesk

 

Now that the Microsoft Dynamics CRM 2011 section is complete, it's time to configure the Zendesk data display of Microsoft Dynamics CRM 2011 information.  
  1. Once again, in your Microsoft Dynamics CRM 2011 instance, open your newly created Zendesk Configuration page.
  2. In the Zendesk Configuration page, find the Mapped record types section and select the Microsoft Dynamics CRM 2011 fields that you want to appear in a Zendesk user profile. To do so, select a field from Microsoft Dynamics CRM (1) and click the arrow (2). The fields that appear on the right (3) are the ones that will be in each Zendesk user profile.  
    14.png
  3. Now log in to your Zendesk portal. (You need administrator access for the remaining steps.)
  4. In Zendesk, click the Manage cog in the sidebar, then select Extensions.  
  5. Select the CRM tab.
  6. In the Select CRM option, select Microsoft Dynamics 2011.
    Dynamics_Config.png
  7. Fill out the following pieces of information:
      • Web service address - stores the address of the web service required for the user profile lookup. If you are not hosting your own IIS server, enter URL: http://zendeskadaptor.cloudapp.net/. If you are hosting your own IIS server, enter the address where the IIS server is running (details for setting up your own IIS server are at the end of this article). 
      • CRM server address - stores the actual address of your Microsoft Dynamics CRM 2011 online instance. Make sure you enter the full URL, including "https" if SSL is enabled.
      • Username - is your Microsoft Dynamics CRM 2011 online username. Typically, this is your email address.
      • Password - is your Microsoft Dynamics CRM 2011 online password.
      • Discovery URI - you can locate this information in Microsoft Dynamics by selecting Settings > Customizations > Developer Resources.
      • Organization Name - you can locate this information in Microsoft Dynamics by selecting Settings > Customizations > Developer Resources.  This is located under the Organization Unique Name.
      • Organization URI - you can locate this information in Microsoft Dynamics by selecting Settings > Customizations > Developer Resources. Make sure you select Organization Service for the SOAP protocol.
      • User data lookup - enables the user profile lookup in Zendesk.
  8. Click Save Tab. The connection is tested, and, if successful, the page refreshes and your settings are complete. If the test fails, you receive an error message. If you get an error, review your settings.  Note: If you are experiencing issues saving the information and are sure the information is correct, add a contact record using the email address provided for user name.  
  9. Once this portion is set up, you now need to add the Microsoft Dynamics CRM 2011 application to your ticket pages.   Simply navigate back to Manage > Browse, locate the application tile for Microsoft Dynamics, click the Install button, and give the application a name.  
  10. Now, once 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 pulled in.

Configure the ticket-to-case capabilities

Zendesk allows you to send core ticket information to Microsoft Dynamics CRM 2011 cases using a target. This is useful for including Zendesk tickets in support analytics generated through the Microsoft Dynamics CRM 2011 reporting module. This feature is designed to send basic ticket information for reporting. Ticket comments are not replicated in the Microsoft Dynamics CRM 2011 case.

Here are the key rules for case creation from a Zendesk ticket:

    • Ticket-to-case is a one-way push of Zendesk ticket data to a case.
    • If the case is modified in Microsoft Dynamics CRM 2011, the Zendesk ticket is not updated.
    • If a case is created from a Zendesk ticket, a subsequent push of the same Zendesk ticket will create another case.
    • A case will always be associated with a contact, where the contact's email address matches the Zendesk ticket requester's email address. If no contact with a matching email exists, a new contact is created and associated with the case.

There are two steps leading to the provisioning of this feature:

  1. In Zendesk, create a trigger based on the criteria you want a ticket to meet for it to create a case in Microsoft Dynamics CRM 2011. A target is automatically created when the Microsoft Dynamics CRM 2011 setup is complete in Zendesk.
  2. In Microsoft Dynamics CRM 2011, open the Zendesk Configuration page. In the Mapped record types section, map the standard Zendesk ticket field values to the corresponding field and field values in Microsoft Dynamics CRM 2011 cases.

Configuring your own IIS server with the Zendesk/Microsoft Dynamics Web Service

As part of the integration between Zendesk and Microsoft Dynamics CRM 2011, Zendesk provides a shared web service that handles the following functionality:

  • Ticket-to-case synching
  • User profile lookup in Zendesk
If you do not want to use the shared web service, Zendesk provides the code for the web service so you can host your own Internet Information Service (IIS) environment. To do so, use the instructions below. It is recommended that this deployment be completed by an IIS administrator or someone with a good understanding of IIS and credentials to IIS Manager. The following screenshots use Windows Server 2008 and IIS 7.0.
  1. Download the Crm2011AdapterForZendesk.zip file attached to the bottom of this article.
  2. Extract the Crm2011AdapterForZendesk.zip file and import the project into Visual Studio.
  3. After the project is imported, publish the web services via the options provided by Visual Studio under the Build Menu to configure your personal settings.
  4. From the Windows Start menu, select Run. In the prompt, enter "inetmgr".  This opens the IIS Manager.
    16.png
  5. In the left-hand panel, right-click the Sites folder and select Add Web Site. Alternatively, the web application can be added to an existing site by right-clicking the site you want to add it to and selecting Add application.
  6. In the Add Web Site dialog box, complete the following fields, then click OK.
    • Site Name - a name for the site you are configuring.
    • Physical Path - physical location on the machine of the published files from Step 3.
    • Port - port number where you want the service to be hosted.
    • Host Name - the actual domain where you want the service to reside.
    17.png

  7. In the next dialog box, select the path where you want the service to reside, give it an Alias and enter the Physical path, then click OK.  
This completes the configuration of the web service. You can access the service at: http://[<server-address>>:<<port>>]/<<web- application-path>>/ MSCRMAdapter.asmx (Note: "server-address:port" can be replaced by the alias set up in Step 7.)
 
 
 

Comments

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Gary Lavin
ceojuice

Getting this error when I try to import the solution package, any suggestions?

May 22, 2012 09:48
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Eric Shen
Zendesk

@Gary Microsoft Dynamics CRM 2011 generally comes pre-packaged with the activity streams feed component preinstalled (http://dynamics.pinpoint.microsoft.com/en-US/applications/microsoft...).  If this piece is missing, or those components are not available on the page, the package will not install.  I will see what we can do to provide a package that does not include these components on the page so you don't have to install the activity feed.

May 22, 2012 09:58
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Gary Lavin
ceojuice

Thanks Eric, excited to get this piece going...

May 22, 2012 10:05
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Jonathan Whitehouse
techtorium47

Can this be used within an On-Premise deployment of MS Dynamics?

May 23, 2012 03:36
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Johnathan Herbst
ewx

I get the same error as Gary.

May 23, 2012 05:36
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Eric Shen
Zendesk

@Jonathan Whitehouse the current version of this plugin cannot be used with on-premise deployments of MS Dynamics.  It's something we are working on as well, but we don't have an ETA at this point.

@Jonathan Herbst the quick solution would be to install the Activity feed linked in my previous post.  But if that's something you don't want present on your system, we are working on re-packaging the solution so that piece is not necessary.  I'll post an update as soon as it's available.

May 23, 2012 09:23
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Gary Lavin
ceojuice

Eric, if you have an eta as to the repackaged version that would be good, if it's a while out I may try to install the activity feed. I looked at your previous post and could see an App Overview but no clear instructions on where to download the app.

May 23, 2012 21:19
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Eric Shen
Zendesk

@Gary, I'm actually in the midst of removing that package and re-packing ours without the activity stream (there's a whole lot of dependencies to remove from the activity stream).  We are also troubleshooting another issue that seems to have cropped up.  I'd estimate tomorrow or next Tuesday for the updated package.  As for the activity stream, if you actually go to the link I provided and click on the "Try It" button, it will go through a few sign up steps for Pinpoint and then download the package so you can install.  More updates to come!

May 24, 2012 14:38
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Eric Shen
Zendesk

@Gary and @Johnathan Herbst, I've attached the latest package to the article ZendeskCRM2011Connector_1_0_0_0_managed_2405.zip.  This should include the solution without any of the Activity feed components.  Give it a shot and let us know if you have any questions/concerns.

May 24, 2012 17:03
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Gary Lavin
ceojuice

Spent 2 hours on it, giving up for now, would happily pay someone to do this....

Got stuck at Setting up user data lookup for data display in Zendesk

 

Failed to update Microsoft Dynamics settings.

  • There was a problem fetching data from CRM. Check the url, credentials, and the Zendesk for Microsoft Dynamics application installed in your Microsoft Dynamics instance.
May 24, 2012 21:24
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Johnathan Herbst
ewx

I have an On-Premises deployment. I am giving it a shot. Attached is the message that I received.

May 25, 2012 04:05
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Johnathan Herbst
ewx

I just reaised it won't work when I got to the CRM extension settings :-P

May 25, 2012 04:37
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John

I cannot connect when I save the CRM extensions settings.  I get the following error:

Failed to update Microsoft Dynamics settings.

  • There was a problem fetching data from CRM. Check the url, credentials, and the Zendesk for Microsoft Dynamics application installed in your Microsoft Dynamics instance.

The solution has been imported, published and configured using the steps above.  The discovery and organization URIs are from my developer resources page.  And the user ID is mine which is the primary system administrator ID.  I even added a contact using the same email address as noted in step 8. 

Is there something I'm missing?

One observation is that the discovery URI goes blank if I try to re-save after the error is displayed. 

May 25, 2012 11:57
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Eric Shen
Zendesk

@Gary @John I'm going to create tickets for each of you separately to follow up and see what we can do to assist in troubleshooting.  

May 25, 2012 12:48
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Gary Lavin
ceojuice

"Microsoft Dynamics CRM 2011 On Premise Solutions are not supported at this time"

I asked many months ago about support for MSCRM and was told nothing in the works. I then started the process of looking for a company that could build it for us. I was then pleasantly surprised when I got the announcement that you were supporting MSCRM, then disappointed again when we determined that On Premise is not supported.

Do I go back to my developers or are you planning support at some point?



May 28, 2012 11:07
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Eric Shen
Zendesk

@Gary, apologies for putting you through the roller coaster you have experienced.  We are planning on supporting on premise solutions, but I can't give you an ETA of when to expect it.  We are working out the details right now, and once we have formalized the plans, we'll post an update.

May 29, 2012 08:40
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Robin De Bondt

This looks wonderful. Looking forward for the IFD (& OnPremise) solution!

May 30, 2012 05:04
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Yoann B
ntsi

Hi,

I'll try your solution to test the CRM dynamics features.... and after hour realize than can't work.

I'm on premise, and would like to know when it'sg oing to be available... Week ? Month ? Never ?

I wish i can try this quickly, because i want check some important details for us:

We're plannig to use your product to "collect" LogMeIn Rescue request in dynamics CRM case, is this possible ?

Could a user connect to zendesk forum et view is ticket history ?*

If yes, your product could be a good alternative than our existing solution...

Sorry for my bad English.

June 06, 2012 04:38
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Renārs Niedra

Hello !

Another interesent in On premise version.

Are you planning to make it ?

July 19, 2012 06:45
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Eric Shen
Zendesk

@Renārs we are planning on supporting both on-premise AD and IFD solutions.  We don't have an exact ETA, but it should be available by early Q4 at latest.

July 19, 2012 09:07
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Alex Walker

I can't get the Dynamics configuration page to save at all. I just enter the Zendesk URL, username & password, click Save and it changes the button to say "Please wait....." but never actually saves it. If I click off and back on again, it's lost the changes I tried to save. Any ideas?

Interestingly the integration the other way is working OK - I can see my Dynamics CRM data in Zendesk... 

July 24, 2012 06:22
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Eric Shen
Zendesk

@Alex, seems like that page does seem to have a few issues that we're sorting out.  Have you filled out any other part of that page other than just the Zendesk credentials?  Make sure a few of the fields are mapped as well as the last portion for the ticket->case synching.  If you still experience issues, submit a ticket to support@zendesk.com and we will assist further.

July 24, 2012 09:55
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Ryan Nguyen
lovestockleaf

Web service address - http://zendeskadaptor.cloudapp.net/.

Just a small silly question though: is it possible to build the adapter on Apache instead of IIS?

Is there any dev documentation about the API and things happen between CRM and Zendesk so we can base on it to develope an "Apache adapter"?

July 25, 2012 20:03
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Christophe Trevisani Chavey

Hi, do you know if support for Dynamics CRM 2011 On Premise will be available this year?

We are waiting for it eagerly too.

Thanks.

July 30, 2012 18:05
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Eric Shen
Zendesk

@Ryan, it might be tricky to build the adapter out on Apache as it does utilize the Microsoft Authentication SDK which is built out in c#.

@Christophe, we've kicked off the project and it should be available by at latest, early Q4 (so yes, it should be available before the end of this year).

July 31, 2012 09:42
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David Draxl

Hi Eric!

We also need to get ZD integrated in our MS dyn. CRM!
Please keep us informed if there are any delays!

Thank you again!

 

 

August 31, 2012 06:43
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J-P Luoma

We got the same "Failed to update Microsoft Dynamics settings" error. Only that im trying to connect it to dynamics crm online and yes, i have followed the steps.

It works from crm to zendesk but not the other way around.

We used the following infromation (organization name moved)

 

Web service address: http://zendeskadaptor.cloudapp.net

Crm server address:https://**********.crm4.dynamics.com

Discovery url: https://disco.crm4.dynamics.com/XRMServices/2011/Discovery.svc

Organization url: https://**********.api.crm4.dynamics.com/XRMServices/2011/Organization.svc

Is this configuration ok?

Thank you!

September 05, 2012 04:16
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Michael B
panatrack

Is this integration working for anyone with CRM Online? We are getting the same types of errors and can't get either side to work. I'm curious if anyone really has this working, and whether it is worth the trouble. Thoughts?

September 19, 2012 09:05
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Menno
cloudforyou

Hi Michael,

We are experiencing the same. No luck installing the extension on CRM Online (june release). It appears that Zendesk only supports the old Live ID credentials and not the new MOS ID. Which is a shame since it's already there for several months now. From the specs the integration looks useful but unfortunately it doesn't work. I hope Zendesk will change the extension to CRM soon since there missing all new CRM Online customers.

September 19, 2012 11:36
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Eric Shen
Zendesk

@Michael B and @Menno 

Hey guys, apologies that you are experiencing so many difficulties with setting up the integration.  We are aware of the update from LiveID to Office365 accounts from Microsoft for new instances of Dynamics online 2011 that are spun up and are actively trying to get this fixed with the upcoming enhancements that add support for on-premise and IFD instances of Dynamics as well.  I'll make sure we add a note to the beginning of the article to make it more clear what is supported at this time.

@Michael B, if you have a Dynamics CRM 2011 account and are using a MS Live ID and still encountering issues, please submit a ticket to support@zendesk.com and we'll see what we can do to help you troubleshoot.

September 19, 2012 11:40
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Eric Shen
Zendesk

Hi all,

We've had a hiccup with the service that was currently running (http://zendeskadaptor.cloudapp.net).  We're working on getting it back up, but in the meantime, we've spun up another temporary web service available here: 

http://zendeskadaptertemp.cloudapp.net/

We apologize for the inconvenience and will be working to make sure that the service stays up and running.  

September 19, 2012 19:27
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Kathleen

Our CRM 2011 is all Office365.  I've tried integrating ZEN desk & CRM 2011 and get the error: There was a problem fetching data from CRM. Check the url, credentials, and the Zendesk for Microsoft Dynamics application installed in your Microsoft Dynamics instance.  I assume that's because we're Office365?  Any e.t.a. on this fix?  Was seriously looking forward to the integration of CRM/Zendesk.

October 09, 2012 09:05
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Steven Uecke

Yes, please give an estimated time of when this will be fixed. We are in a trial on this product and would really like to adopt it, but we need this functionality.

October 09, 2012 17:39
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Steven Uecke

If you want this login issue with CRM Dynamics with Office 365 to be fixed, please vote here: https://support.zendesk.com/entries/22278738-crm-dynamics-integrati...

October 26, 2012 17:25
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Eric Shen
Zendesk

@Steven Uecke, @Kathleen

This should be resolved now.  Office365 accounts should now be supported with the latest version of the web service we launched.  I just noted this in the other article.  The instructions have been updated and a summary is below.

Basically there's a new field on the Zendesk configuration page that utilizes the "Organization Name".  You can find this in CRM where you find the Discovery/Organization service URLs.  You will also want to make sure the web service address used is "http://zendeskadaptor.cloudapp.net"  as this one has support for Office365.  If you have any issues with this, please submit to support@zendesk.com.

Also, as an update to the on-premise, unfortunately, we're actually expecting this to be closer to Thanksgiving for an official release date now.  There are some extensive changes we need to make to the configuration on our end which has led to an extended delay in getting the on-premise version working.

October 29, 2012 11:22
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John Pitts
tekcetera

Any update on when the on premise solution will be available? Thanks in advance.

November 16, 2012 14:16
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David Draxl

Thanksgiving is over, Please tell us the release date.
The "extended delay" is really a problem!

 

November 23, 2012 02:48
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Jeffrey Davidson
iasta

Now that we're half-way through December, I thought I would give this another bump. We're definitely waiting for the on premise solution, and getting emails about "Amazing Updates to our Salesforce App" don't help too much. 

December 13, 2012 12:45
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John Pitts
tekcetera

Agree 100%, getting frustrating.

December 13, 2012 12:55
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Eric Shen
Zendesk

Hi all,

Apologies for the delay.  We are doing some closed beta testing of this currently.  If you are interested, please shoot me an email at support@zendesk.com with the subject line "On-Premise Dynamics CRM Beta".  Include your Zendesk subdomain and we will make sure the on-premise setting is enabled.  The updated package is actually included to this article, but we do have to turn on a setting on the Zendesk side of things for this to work.    The trickiest part of the setup for traditional on-premise solutions is ensuring that the web service (should you choose to host your own) can communicate with both CRM and Dynamics.  Your Dynamics instance will also need to be able to communicate with Zendesk.

December 13, 2012 16:36
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tim king

I have sent a request to join the beta test. Many thanks, Tim.

January 04, 2013 08:05
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Liz Krause

Any update on this?  How is testing going?

January 17, 2013 09:04
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John

On the ticket-to-case mapping, what CRM field should the Zendesk Ticket Status map to?  The case status field doesn't not appear in the dropdown.  (All other mapping fields work okay.)

March 17, 2013 18:32
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Brandon K.
Zendesk

Hey John,

The ticket field can be whatever you want, there are no requirements, but typically there's a "Case Stage" field by default in CRM that most closely resembled "Status".

March 18, 2013 15:42
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Sean Harrington

My Zendesk - Dynamics CRM integration has been working fine for the past month or so, but all of the sudden I'm seeing this on all of the records I try to view that I normally could as of Friday:  "Failed to synchronize user info"

 

I haven't changed my Username or passwords at all.  Any thoughts?

 

Thanks!

Sean

April 15, 2013 09:56
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Eric Shen
Zendesk

@Sean, we just noticed this as well.  Looking into it.

April 15, 2013 09:58
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Mohamed Habaza
vytru

Dears, 

I followed all instructions typically and make sure all steps done, but when I save the settings on the extension's page it gives me this error: 

Failed to update Microsoft Dynamics settings.

  • There was a problem fetching data from CRM. Check the url, credentials, and the Zendesk for Microsoft Dynamics application installed in your Microsoft Dynamics instance.
Any help will be appreciated. 
Thanks in advance. 
April 17, 2013 07:56
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Eric Shen
Zendesk

@Mohamed. We're currently experiencing some issues on our end with saving the configuration page.  We're working on it and have identified the issue.  I'll update the chain here soon as we have it fixed.

April 17, 2013 09:00
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Mohamed Habaza
vytru

@Eric. Thanks for your gentle reply. waiting your update. 

Thanks again.

April 17, 2013 09:19
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Eric Shen
Zendesk

@Mohamed @Sean, this should now be working again.

If you continue to experience issues, please send an email to support@zendesk.com and we'll see what we can do to help.

 

 

-Eric

April 17, 2013 11:19
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Mohamed Habaza
vytru

@Eric. Thanks very much it works fine now. But I need to ask about the data appeared on Zendesk user profile, customer will see it also? or just the administrator/agent? 

April 17, 2013 17:10
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Eric Shen
Zendesk

@Mohamed, the information is only available to agents.  Customers submitting tickets as end-users to your Zendesk portal will not see that information.

April 17, 2013 17:13
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Mohamed Habaza
vytru

@Eric. Thanks for your prompt response. Good luck. 

April 17, 2013 18:42
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Michael B
panatrack

We still can't get this to work. We are using the Office365 CRM and are having two problems:

  1. Zendesk cannot get data from MSCRM and always gives the "Failed to synchronize user info.". However, the configuration page saves cleanly and does not report an error. How can I find what is going wrong? I see no details reports or logs to check.
  2. The CRM Account page will only display the relevant tickets in "Classic" mode and will not show anything in the new (Polaris) view.

Help? 

June 03, 2013 15:34
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Eric Shen
Zendesk

@michael b can you send in a ticket to support@zendesk.com about this?  We'll take a look now, but it will be better to follow up via ticket once we have found something.

June 03, 2013 15:49
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Audrey Blair
eastridge

"If a case is created from a Zendesk ticket, a subsequent push of the same Zendesk ticket will create another case."

Just want to confirm: Does this mean you can't change the status of an existing ticket (e.g. when a ticket is resolved and closed)?

June 04, 2013 13:12
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Eric Shen
Zendesk

@Ablair You cannot make a change in Zendesk to a status of an existing ticket and have the same case in Dynamics that was generated updated with the new status.  So your statement is correct in the context of the push from a Zendesk ticket to a Dynamics case.

June 04, 2013 13:56
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Neil Robertson-Ravo

OK,

I think have followed most of the settings and options to integrate Zendesk with Dynamics CRM but for some of our users they are receiving the attached error:   In our org, not everyone is a Zendesk Agent (I wouldn't expect many organizations have this) - but it would seem for some, when they open the contact form it seems to error?  

Only way to stop it is to remove the field from the view but I am not sure why this would happen?

I can also connect AOK **TO*** Zendesk in terms of content but I cannot seem to get any content back to Dynamics?  Does it require a unique username to Zendesk PER Dynamics?

Thanks

 

June 06, 2013 06:55
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Eric Shen
Zendesk

@Neil can you submit a ticket to support@zendesk.com about this?  This error generally occurs when the setup is not complete on the Zendesk end ("Setting up user data lookup for data display in Zendesk" section).  That piece of the configuration does need to be complete before the ticket panel will pull tickets.  I'll make sure we update our instructions to indicate this as it's definitely not clear the way it currently is set up.

June 06, 2013 09:33
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Vahid Dastpak

This is probably more of a Microsoft Dynamics CRM than a Zendesk question:

Most people in my company use the MS Dynamics CRM client for Outlook. After I define the new Zendesk Tickets panel in CRM, does it appear in the Outlook client as well?

June 24, 2013 13:47
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Sabahudin Zaimbegovic

Guys, any update on when the CRM "on premise solution" should be released? We would like to use Zendesk but in connection with our Dynamics CRM 2011.

July 16, 2013 07:38
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Eric Shen
Zendesk

@Zaimbegovic we haven't officially launched it and we're actually making improvements to the overall package to fix items we have received feedback during the beta.  It is basically in working form now though, so if you'd like to add it, just let us know and we can add you to the beta.

 

July 16, 2013 17:43
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Richard Ertel
leapfrog3d

Hi,

Are you able to provide any indicative timeframes around support for the Polaris UI changes in Microsoft Dynamics Online?

We are scheduled to receive the update from Microsoft in the next few months and I don't really want to inform users that they  need to switch back to classic mode (in the CRM) to see the Zendesk ticket panel.

Thanks

August 13, 2013 17:10
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Eric Shen
Zendesk

@Richard it's actually in the works right now.  We're expecting to have something in the next month or so.  If you're interested, let us know and we'd be happy to let you test it out soon as it's ready.

August 13, 2013 17:12
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Richard Ertel
leapfrog3d

We would love to test it once it is available..

August 13, 2013 17:15
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Vahid Dastpak

Hi,

We currently have two separate Zendesk services. Can we connect both at the same time to a single CRM instance?

Thanks

September 20, 2013 10:21
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Eric Shen
Zendesk

@Vahid

The Zendesk app that pulls info from CRM into Zendesk can be set up in separate Zendesk instances.

The ticketing panel inside CRM however, can only be connected to one Zendesk instance.

Hope this information helps.

September 20, 2013 10:23
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Vahid Dastpak

Thanks Eric,

It makes sense.

September 20, 2013 10:26
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Vahid Dastpak

Hi Eric,

Is Zendesk for Dynamic CRM still in beta?

Thanks

September 20, 2013 13:36
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Eric Shen
Zendesk

@Vahid It is for on-premise solutions still.  We're actually prepping a new version as we speak with some updates and that will likely go through a little more testing before we release (we realize this has been a while).  We've removed all dependencies on Silverlight which should make the integration better, but we'll need to do some more testing as well.

 

September 20, 2013 14:30
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Vahid Dastpak

Thanks Eric.

Do you have a rough ETA for when the on-premise solution is planned to go to release?

September 20, 2013 15:09
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Eric Shen
Zendesk

@Vahid,

Sorry for the delay.  We're doing some testing on the latest 2013 updates now to make sure we're supported there as well.  It's looking good, but some more tweaks are being made as we've found some issues.

 

October 22, 2013 14:43
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Simon Penfold

Hi Eric,

Are there any updates on the release of the on-premise solution?

November 11, 2013 07:19
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Brett Meyer

I have successfully set this up to work with our CRM online account and tickets are going across. To really use this to it's fullest extent I would like to extend the data that goes from ZenDesk to Microsoft CRM. Can you change what gets synced to CRM? I do not see anywhere to create mappings from ZenDesk to Microsoft CRM. Any assistance would be appreciated.

November 11, 2013 07:47
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Emily
Zendesk

Hi Simon, 

Rest assured we're working hard on the on-premise solution. While we don't have a release date pinpointed, you can subscribe to our Announcements forum to stay tuned!

Hi Brett, 

I've reached out to a member of our Advanced Support Team with your question, and one of these helpful Associates will post back in this forum shortly. Thanks for your patience!

November 11, 2013 10:54
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Simon Penfold

Many thanks for the update Emily,  I will subscribe now.

November 12, 2013 02:55
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Brian Treff
lucity

We had the Dynamics CRM ticket panel working prior to the CRM Online Fall 2013 upgrade from Microsoft.  Now our panel is gone (just a placeholder where it was previously located).  Is anyone else experiencing this issue?  We can still see CRM info inside Zendesk, but not in the other direction.

November 20, 2013 07:04
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Menno
cloudforyou

We have the same issue. Apparently CRM 2013 is not supported. When will this be supported?

November 20, 2013 07:24
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Eric Shen
Zendesk

@Brian @Menno we're finalizing the latest package that will support the new 2013 interface.  Stay tuned and we'll be updating this article soon as it's ready.  We're anticipating this to go out early next month.

November 20, 2013 10:03
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Matthew Pull
Foehn

Is there any way to get the Ticket to Case mapping to push the ticket ID (to a custom field in the case) and the Ticket description to the Case notes section?

Also being able to push the Organisation into the case as [Parent Customer(Customer (Contact))} field so that the Case (and contact if being created) are automatically associated with the relevant client's organisation.

Are there plans afoot to allow us to extend these capabilities for closer integration?

November 21, 2013 05:17
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Laura D.
Zendesk

Hi Matthew, 

Right now the first two topics you're asking about would require additional functionality in the integration - there is no way to do either of these. As Eric mentioned above, there is an update coming soon that will support the new interface and make some backend improvements. Making these improvements will allow us to keep improving the integration overall, possibly in the future we'll have the additional features you're looking for.

November 25, 2013 14:58
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Jeremy
southernnetworx

If there needs to be any testing done we would be happy to test the new 2013 interface for you.  

Thanks. 

December 04, 2013 11:59
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Josh Jandrain

Hi there, we have Microsoft Dynamics CRM 2013 on premise.  Is a beta program available for this?

December 17, 2013 04:52
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Menno
cloudforyou

Hi,

Your last status update was that you were finalizing CRM Online support for the 2013 version. When will this be available. We are missing ticket information in our CRM system at the moment.

December 28, 2013 04:25
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Eric Shen
Zendesk

Hey guys,

We're on the home stretch here.  Final setup documentation is being reviewed as we speak and hoping to push out next week.

January 02, 2014 12:45
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Tommy Clarke

Hi Eric if you need someone to test it with ping me im eager to get it going and will switch as soon as you have the integration in Place.

January 04, 2014 15:04
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Eric Shen
Zendesk

Hey all,

We're pleased to announce that the updated integration for Microsoft Dynamics 2011/2013 online/on-premise is now publicly available!  We've updated the documentation and is available here:

https://support.zendesk.com/entries/33898297

Note the guide is now separated into 3 different areas.  You can remove the old solution (we'll have a guide for this soon) and install the new one fresh.  You do NOT need to reconfigure anything on the Zendesk side if you have an existing setup.  We do recommend that all customers upgrade to the new version.

 

January 07, 2014 09:20
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Matthew Pull
Foehn

Looking forward to the upgrade article! Thanks Eric!

January 08, 2014 03:11