Zendesk for Microsoft Dynamics CRM Part 1: Installing the Zendesk for Microsoft Dynamics CRM as a module in Microsoft Dynamics CRM Follow

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Overview

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.

The setup has three parts:

Microsoft Dynamics CRM editions supported

Microsoft Dynamics 2011/13

  • On-premise Active Directory (AD) based
  • On-premise Internet Facing Deploy (IFD) based
  • Cloud based (Office365 authentication and Windows LiveID)

Note: we've tested the solution down to roll-up 8 with Dynamics CRM 2011. There may be some unexpected behaviors with roll-ups earlier than this.

Part 1: Installing the Zendesk for Microsoft Dynamics CRM as a module in Microsoft Dynamics CRM

Part 1 of the setup contains the following steps:

  1. Load and install the Zendesk for Microsoft Dynamics CRM solution pacakge in Microsoft Dynamics CRM.
  2. Set up new security roles. The Zendesk integration introduces two new Microsoft Dynamics CRM 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. Configure the entity mapping in Microsoft Dynamics in Zendesk and Microsoft Dynamics CRM to view Microsoft Dynamics CRM 2011 data within Zendesk.
  4. Configure the “Zendesk settings” page in Microsoft Dynamicsto set up user credentials for the Zendesk account you want to connect to and data you wish to see in Zendesk.
  • (Optional) Configure the ticket-to-case capabilities in Zendesk and Microsoft Dynamics CRM to convert tickets into Microsoft Dynamics CRM cases.
  • Add the Zendesk ticketing grid to any of the available entities in Microsoft Dynamics CRM.

Step 1: Loading and installing Zendesk for Microsoft Dynamics CRM

  1. Download the zip file attached to the bottom of this article: ZendeskDynamicsCRMConnector_2_0_0_0_managed.zip.
    Note where you save this file.
  2. Log in to Microsoft Dynamics CRM.
  3. Locate the Settings section in Microsoft Dynamics
  • For Dynamics 2013:
    1. Hover over the label Microsoft Dynamics CRM(1) , and click on Settings(2). 2013_-_1.png
    2. Hover over the Settings(3) button that appears in the navigation tiles and click on Solutions(4). 2013-2.png
  • For Dynamics 2011:
    1. Click Settings(1) under the left navigation area of CRM.
    2. Click the link for Solutions(2) under the Customization section. 2011-1.png
  • Click the Import button on the Solutions page. 3.png
  • In the Import Solution dialog box, click the Browse button to select the " ZendeskDynamicsCRMConnector_2_0_0_0_managed.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 .

    Click the Next button when you are ready to continue.
  • 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 ZendeskCRM2011Connector.

Step 2: Setting up new security roles

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

  • Zendesk - Read configuration settings - grants the user  access to Zendesk ticket details in read-only mode  To gain access to create/edit Zendesk tickets functionality directly from Microsoft Dynamics CRM, these users must have a valid Zendesk liecense and enter their own personal Zendesk credentials on the ZD Personal Settings page.
  • Zendesk administrator - grants access to the global Zendesk Settings page and the Zendesk Entity mappings .  Have full access to create/edit Zendesk tickets directly from Microsoft Dynamics CRM.

By default, all users can view Zendesk ticket information in Microsoft Dynamics CRM if the panels are enabled.

To enable the roles, do the following:

  1. In Microsoft Dynamics CRM, select Settings > System > Administration > Users .
  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.  Make sure you give yourself the Zendesk administrator role for now so you can complete the setup.

Users are now configured to use the Z endesk for Microsoft Dynamics CRM integration!  If you have pre-existing users, you can simply add the appropriate roles to each of your uses.

Note: For users with the Zendesk - Read configuration settings permission, they can individually add their own credentials by navigating to Settings->ZD Personal Settings in Microsoft Dynamics and clicking the New button to add credentials. Enter the Zendesk User ID and Password then save the record and it will be applied when they access Zendesk tickets. The password will be encrypted so others cannot see the value.
Part3-4.png

Step 3: Configuring the entity mapping in Microsoft Dynamics

The Zendesk ticketing grid (installed in Step 6) can now match Zendesk tickets with based off certain Zendesk attributes on the ticket with any field present on a Dynamics entity that the ticket grid is installed on.

The most typical setups are things like on a “Contact” entity, match the Zendesk ticket requester with the email address on the “Contact” record. But what if you wanted to match of the “Full Name” field instead in both systems?  Now you can by utilizing entity mappings.

  1. Click the Settings section in Dynamics, then locate ZD Entity Mappings under the Extensions section and click it.

    • In Dynamics 2013

      2013-4.png
  • In Dynamics 2011

2011-4.png

  • Create a new entity mapping by clicking on the New button.
    2013-5.png
  • Select the following items

    • Entity Name – This is the Microsoft Dynamics entity that you want the mapping applied to.
    • Zendesk Object – This is where you can select which object from Zendesk you’d like to pick your field from.
    • Zendesk Field – This will populate with values depending on your selection from Zendesk Object.
    • Entity Field – This is a list of fields associated to the selected Entity Name .  Pick which field you want to match to the Zendesk Field .Click “Save” to store the mapping.
  • Click the ZD Entity Mapping tile to return to the page.
  • Repeat steps 1-5 if you wish to add more mappings for additional Entities..

Here’s a list of the most common types of mappings:

  • Account/Organization Entity
    • Entity Name: “Account” or “Organization”
    • Zendesk Object: Organization
    • Zendesk Field: Name
    • Entity Field: Account Name
    • Contact/Lead Entity
      • Entity Name: “Contact” or “Lead”
      • Zendesk Object: User
      • Zendesk Field: EmailAddress
      • Entity Field: EmailAddress 1

Step 4: Configuring the “Zendesk settings” page

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

To do so, navigate to Settings , then locate the Zendesk Settings->Settings title and click the title.

You will be presented with 4 sections:

  • 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.
  • Authentication - 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 users read-only access to available tickets. To create or edit tickets from Microsoft Dynamics CRM, your Dynamics users must have a Zendesk license, and they will need to enter their own credentials (explained later in this article).
  • 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 cases.
    The three Zendesk fields that are supported are Status , Priority , and Type .

Step 5: 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.

  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.
  • In Dynamics 2013, highlight the More (…) tab(1) and select the option for Form (2) to start the form editor. Form2013-1.png
    • In Dynamics 2011, navigate to the Customize (1) tab and click on Form (2) Form2011-1.png
  • In the Form Editor , click the Insert tab (1), then click the Web Resource button (2). Form2013-2.png
  • In the Add Web Resource page, click the magnifying glass next to Web resource to find the Zendesk ticket grid (zd_/Pages/TicketGrid/TicketGrid.html). Form2013-3.png
  • In the next page, select the check box next to zd_/Pages/TicketGrid/TicketGrid.html , then click OK .
  • Back in the Add Web Resource dialog box you should see zd_/Pages/TicketGrid/TicketGrid.html in the Web resource field. 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 .
    Form2013-4.png
    Click OK.

    Note: If you are using Dynamics 2011, there will be an additional check box for Display in Read-optimized format .  Make sure you check this box for the grid to render properly in 2011.

    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.
  • 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! Form2013-5.png
  • Repeat these steps for any other entities you have created mappings for.

Continue on to Part 2: Configuring the Zendesk Web Service on your IIS Server

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