After you have completed Part 1: Installing the Zendesk for Microsoft Dynamics CRM as a module in Microsoft Dynamics CRM , you are ready to configure the Zendesk web service on your IIS Server.
Please note that if you have an Active-Directory (AD) based implementation of Microsoft Dynamics CRM, you WILL need to host this internally in order for Zendesk to retrieve information from Microsoft Dynamics. For Internet Facing Deploys (IFD) or Cloud-based, this step is completely optional.
As part of the integration between Zendesk and Microsoft Dynamics CRM, Zendesk provides a shared web service that handles the following functionality:
- Ticket-to-case syncing
- 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.
- Download the Crm2011AdapterForZendesk.zip file attached to the bottom of this article.
- Extract the Crm2011AdapterForZendesk.zip file. Note, we've separated the contents of the folder it into two bundles, one folder for the actual source code and a folder for the deployable files for the web service. You can re-build or modify the solution to customize it and re-build if you'd like, or use Visual Studio to publish the webservice and skip the rest of the steps below.
From the Windows Start menu, select
then, in the prompt, enter "inetmgr".
This opens the IIS Manager.
In the left-hand panel, right-click the
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 .
- 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 contents of the "Deploy" folder from Step 2.
- Port - port number where you want the service to be hosted.
- Host Name - the actual domain where you want the service to reside.
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.)
Continue on to Part 3: Setting up the Zendesk App