This article supplements the information in the article, Setting up and using Zendesk for SugarCRM.
Frequently asked questions
- How do I update my Zendesk for SugarCRM module?
- What determines which Zendesk tickets are displayed in SugarCRM?
- What are the rules for converting Zendesk tickets to SugarCRM cases?
- Where's my SugarCRM trigger?
- Why can't I see SugarCRM fields in Zendesk?
- Will the integration work if our SugarCRM server is behind a security layer?
- Can I connect to SugarCRM from Zendesk using a third-party authentication mechanism?
- If I add an end-user in Zendesk, is a corresponding contact added in SugarCRM?
- If I create a contact or account in SugarCRM, is a corresponding record created in Zendesk?
How do I update my Zendesk for SugarCRM module?
Occasionally, we post a new version of the SurgarCRM module. The update is available as a download link in the article Setting up and using Zendesk for SugarCRM. You can subscribe to the article to get notifications of these updates.
To install an update
- Download the latest zip file attached to this article, Setting up and using Zendesk for SugarCRM.
- Log into your SugarCRM instance and go to the Administration panel.
- Under Developer Tools, click Module Loader .
- Find the previously installed package. It's should be called Zendesk.
- Click Uninstall next to the Zendesk package.Note: You must uninstall the existing package before installing the new one. All of your Zendesk data will disappear when you do this. The data will return once you reinstall the new package.
- When the uninstall process is complete, click Choose file, select the latest zip file you downloaded on your hard disk, and click Upload.
- Press Install.
What determines which Zendesk tickets are displayed in SugarCRM?
In the Contacts and Leads modules
- The integration retrieves all tickets submitted by a requester with the same primary or secondary email address of the contact or lead.
In the Opportunities module
- The integration retrieves all tickets associated to the opportunity’s contacts.
In the Accounts module
- Is there a value in the zendesk_organization field in the account? If yes, the integration retrieves all tickets that belong to the organization.
- If zendesk_organization is blank, has "Show Account tickets by Zendesk organization" been selected? If yes, the integration retrieves all tickets for the Zendesk organization that matches that account name.
- If "Show Account tickets by Zendesk organization" has not been selected, the integration aggregates all tickets associated with the account’s contacts.
- If there are no contacts on the account, the integration retrieves all tickets within the Zendesk organization that matches the SugarCRM account name.
You can adjust which tickets are retrieved in the Accounts module. There are two ways to use the Zendesk organization name to match Zendesk tickets to a SugarCRM account:
- You can specify a Zendesk organization name to override the email-based lookup for each account. If a name is not specified, then the lookup uses the email address of the contacts in the account.
- SugarCRM can automatically match account and organization names. If no match exists, it won't try matching tickets using the email addresses of contacts.
To set up the first option
- Go to Studio > Account > Fields > Add Field.
- Add a TextField with a Field Name of "zendesk_organization" and a Display Name of "Zendesk organization".
- Click Save.
- Under Accounts on the left side, click Layouts > Record View.
- From the Toolbox, drag a New Row object into the "More information" section.
- Drag the new Zendesk organization field into the row you created in the previous step.
- Click Save & Deploy above the Toolbox.
What are the rules for converting Zendesk tickets to SugarCRM cases?
- A ticket-to-case conversion is a one-way push of Zendesk ticket data to a new case in SugarCRM. If the case is modified in SugarCRM, the Zendesk ticket is not updated.
- After a case is created from a Zendesk ticket, pushing the same Zendesk ticket again overwrites any mapped fields in the case.
- A case is always associated with a contact with the same email address as the Zendesk ticket requester. If there is no contact in SugarCRM with the same address as the requester, a new contact is created and associated with the case.
Where's my SugarCRM trigger?
When you install the Zendesk for SugarCRM extension in Zendesk, we automatically create an active SugarCRM target and an inactive SugarCRM trigger in Zendesk. If your trigger doesn't exist, you have two options:
- You can remove the SugarCRM extension in Zendesk and set it up again. Note that there's nothing to re-install in SugarCRM.
- You can add a SugarCRM target and trigger in Zendesk. To add the target, go to Admin > Extensions > Targets > Add target. To add a trigger, see Streamlining workflow with ticket updates and triggers.
Why can't I see SugarCRM fields in Zendesk?
When you install the SugarCRM extension in Zendesk, make sure you enter your SugarCRM login credentials as a SugarCRM admin. In addition, we store the SugarCRM information in Zendesk and refresh the information every hour. If the login information isn't recent, please try again in an hour before contacting us for help.
Will the integration work if our SugarCRM server is behind a security layer?
We don't support this set up. However, if you do try to make it work, note that all communications from the Zendesk app servers is from IP address 18.104.22.168 and are over the TCP protocol.
You may run into the following issues with the integration:
- Inability to view SugarCRM information in Zendesk
- Inability to send tickets to SugarCRM as cases
- Inability to view Zendesk ticket information in SugarCRM
Can I connect to SugarCRM from Zendesk using a third-party authentication mechanism?
We realize that for some set-ups, users must sign into SugarCRM using a third-party authentication mechanism such as SAML, LDAP, and Google. Unfortunately, we don't support this setup natively. We do require that you authenticate from Zendesk to SugarCRM using a SugarCRM username and password.
Similarly, we do not support the ability to use something other than native Zendesk authentication when connecting from SugarCRM to Zendesk. Even if you're using SSO or Google authentication in Zendesk, you can set up a personal password for use with integrations like SugarCRM.
If I add an end-user in Zendesk, is a corresponding contact added in SugarCRM?
No. However, the integration attempts to match the end-user's email address to a contact in SugarCRM. If a match is found, SugarCRM information about the user is displayed in Zendesk.
If I create a contact or account in SugarCRM, is a corresponding record created in Zendesk?
No. Creating a contact or account in SugarCRM doesn't automatically create a corresponding user or organization in Zendesk. Exception: When a Zendesk ticket is converted to a SugarCRM case using the ticket-to-case feature, a contact record is created automatically if the Zendesk end-user doesn't exist as a contact in SugarCRM.