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Introducing Zendesk for Microsoft Dynamics 2011

Eric Shen
posted this on May 21, 2012 14:13

Today, Zendesk is happy to introduce Zendesk for Microsoft Dynamics CRM 2011 Online. With this integration, your support and sales teams will be able to:

  • Easily access and filter support ticket information in a custom Zendesk panel within Microsoft Dynamics CRM 2011. Enable your sales team to view, create and update tickets within a familiar sales platform they use everyday. 
  • Give your support team better insights to deliver superior customer service. Share relevant customer data, such as customer account size or contract status, from Microsoft Dynamics CRM 2011 on Zendesk ticket pages and user profiles.
  • Apply Microsoft Dynamics CRM 2011 reporting and analytics tools to Zendesk ticket data. Gain insights to increase workflow efficiencies that help you raise customer satisfaction.

Deliver a holistic view of your customers for your sales and support teams with a dynamic two-way integration between ticket data from Zendesk and customer data from Microsoft Dynamics CRM 2011.

Availability and Supported Versions

The Zendesk for Microsoft Dynamics CRM 2011 connector is available at no cost to all Zendesk customers. All you need is an account with Microsoft Dynamics CRM 2011 and a Zendesk account to get started.  The integration is currently supported on Microsoft Dynamics CRM 2011 on-line only.

Detailed Overview

The following features are available to anyone who installs Microsoft Dynamics CRM 2011:

View, edit and create Zendesk tickets from Microsoft Dynamics CRM 2011

  • View Zendesk tickets in Microsoft Dynamics CRM 2011 for Accounts, Leads, and Contacts and filter them by status, priority and type
  • Microsoft Dynamics CRM 2011 users that are also Zendesk agents can update and create Zendesk tickets directly within Microsoft Dynamics CRM 2011
  • Access all Zendesk ticket information including custom fields, tags and apply macros

Access Microsoft Dynamics CRM 2011 information from Zendesk

  • View Microsoft Dynamics CRM 2011 information on a customer profile directly in Zendesk
  • Retrieve standard Microsoft Dynamics CRM 2011 record types, such as Accounts, Leads and Contacts on the Zendesk user profile
  • Select which standard and custom fields from each Microsoft Dynamics CRM 2011 record type that appear in Zendesk

Analyze Zendesk tickets with Microsoft Dynamics CRM 2011 reporting

  • Send ticket data to Microsoft Dynamics CRM 2011 as a Microsoft Dynamics CRM 2011 case and map core ticket attributes such as subject, priority, type, status
  • Report on consolidated Microsoft Dynamics CRM 2011 cases and Zendesk ticket data; tap into Microsoft Dynamics CRM 2011 advanced analytics to make intelligent business decisions

Getting started

If you're interested in getting started with Zendesk for Microsoft Dynamics CRM 2011, watch the screencast video below explaining the integration and read the getting started guide (where you will find the Zendesk for Microsoft Dynamics CRM 2011 plugin).



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Anthony Carter

I think you should change the wording:

"Microsoft Dynamics CRM 2011 is available at no cost to all Zendesk customers."

This seems to suggest that as a Zendesk customer, we get access for free to Microsoft Dynamics CRM 2011 when in reality it is $44/month/user to CRM 2011 and what is "free" is the connector.

May 22, 2012 21:59
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Eric Shen

@Anthony, thanks for the feedback.  We've updated the text to hopefully be more clear that it is the connector that is free and not Dynamics itself.

May 23, 2012 09:16
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David Finley

Love the concept. But you have only released an integration to Microsoft CRM Live (The Microsoft Hosted Solution). 

This is a great start, but really you need to allow the connection to IFD (Partner Hosted Solutions) and On Premises hosted CRM 2011.

We are experts at CRM 2011 SDK and integration, and the good news is that it is really really easy to enable the other two authentication methods into CRM. Basically some simple code on the configuration page of your website should let the user select one of the three methods, and then enter the authentication details as is appropriate for the system.

As a matter of fact, the Live Authentication that you have already provided linking to, is by far the more complex and harder system to get working (the sdk documentation is terrible with this). So you boys should have no trouble making this work.

So how about it... this is the entire reason we have signed up for Zendesk, and are terribly disappointed to find it fails with IFD.  

June 19, 2012 08:57
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Eric Shen

@David Finley Thanks for the message.  This is something we are keen to get working as well, although we don't have an exact ETA yet.  We are working to get the project started to get the integration working for on-premise and IFD solutions and as soon as we have some updates, we'll notify everyone here.

June 19, 2012 09:17
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Richard Dunlop

Any update on IFD solution?  We have a lot of interest in this however our customers have On-Premise CRM solutions.  Is there a way a Microsoft Partner (like ourselves) could have access to an API/SDK to build integration?


September 25, 2012 04:03
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Eric Shen


We are getting close to completing the IFD and on-premise solutions.  We're wrapping up some loose ends and finalizing testing before we launch.  We anticipate within 1-2 weeks, but we'll definitely notify this thread once available.  

September 25, 2012 11:35
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Steven Thong

Any luck with CRM on-premise yet?

October 18, 2012 18:55
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Eric Shen

Hi all,

Sorry for the lack of replies here.  We have run into some delays and are working to get this as soon as we can.  We are very close to the finish line and trying to finish up the changes.  More info to come as we hammer out the official date.

October 19, 2012 08:49
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Brad Harris

What are the significant differences, if any, with integration support for AX 2011 and AX 2012?

November 19, 2012 13:23
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Brad Harris

Please disregard my last comment! Thanks!

November 19, 2012 13:27
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