Dynamics 365 Connector for Zendesk

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$10/agent/month

Introducing the Dynamics 365 Connector for Zendesk, powered by Popdock

Display all relevant customer data to your Sales and Support Teams in the app where they work. With the configurable two-way Virtual Integration between Zendesk ticket data and Microsoft Dynamics 365 customer data, you can get the complete view of your customer and take action.

Improve Customer Satisfaction with Better Conversations

  • Get more visibility on relevant customer data. Display Dynamics D365 (CRM) data, such as customer account size or contract status, on your Zendesk ticket pages.
  • Enable your Support team to deliver a personal experience and improve customer satisfaction with customer profile information from Dynamics 365 in their Zendesk view.

Sync your Sales and Support teams for faster resolutions

  • Easily collaborate to resolve customer issues faster with access to support ticket information in a custom Zendesk panel within Microsoft Dynamics 365.
  • Stay up-to-date on the status of the account and customer with the ability to view and update tickets in Microsoft Dynamics 365, which syncs to Zendesk.

About the App

The Dynamics 365 Connector is an app solution built on Popdock lite.  As a platform, Popdock allows end users to access and work with any external data in their app.  Popdock includes a configurable experience for IT teams and administrators to control what data their users have access to and how data is presented to them.  When you get started with the Dynamics 365 Connector, you’ll get access to a Popdock lite account to configure the app and what data between Dynamics 365 and Zendesk your teams can work with.

Access and work with Dynamics 365 data in Zendesk

The Dynamics 365 Connector allows Account, Contact, and Opportunity data (all standard and custom fields) to be displayed when viewing a ticket within Zendesk.  The data is presented in the Sidebar (Context) window in the Zendesk app.

Zendesk data Embedded in Dynamics 365

The Zendesk App includes a ticket grid that can be deployed in Dynamics 365 that allows users to view and update tickets from Dynamics 365 (CRM).

Both apps are included with the Dynamics 365 Connector app, which is available to purchase in the Zendesk Marketplace.

Features

Default fields displayed from Zendesk and Dynamics 365

Any of this field data can be displayed:

For CRM

For Zendesk

Opportunities

  • Topic 
  • Description 
  • Estimated Revenue (Total Amount)

Accounts

  • Account Name
  • Relationship
  • Address 1
  • Main Phone
  • Street 1 
  • Street 2 
  • Street 3
  • City
  • State/Province
  • Country/Region
  • Zip/Postal Code
  • Parent Account

Contacts

  • Name
  • Job Title
  • Email
  • Business Phone
  • Mobile Phone
  • Address 1 
  • Steet 1
  • Street 2
  • Street 3
  • City
  • Zip/Postal Code
  • Country/Region
  • Preferred Method of Contact

Ticket

  • Subject 
  • Type
  • Priority
  • Status 
  • Description
  • Comments

Default Actions with the Connector

These actions allow end users to do things.  The default actions included here are available with the Dynamics 365 Connector for Zendesk.  

Available in Dynamics 365

  • Open Contact in Dynamics 365
  • Change Priority 
  • Change Status
  • Create Ticket
  • Open Ticket in Zendesk
  • Set Ticket as Spam

Available in Zendesk

  • Update Contact 
  • Create Contact 
  • Open Contact in Dynamics 365
  • Update Account
  • Open Account in Dynamics 365
  • Update Opportunity
  • Open Opportunity in Dynamics 365
  • Search Contacts 
  • Search Accounts

Looking to display more data or do more?

Bringing in more data to either Zendesk or Dynamics 365 is possible when you upgrade to a Popdock Business or Premium Plan. This is valuable for scenarios where you’d like to access another entity or object from Zendesk or Dynamics 365 and also for the scenario where you’d like to display external data from other applications.

Connections can be set up to view data from additional systems, such as your eCommerce platform, payment gateway, shipping carriers and more.

“Doing” more with custom actions:  Other actions can be created when you upgrade to a Popdock Business or Premium Plan.

Getting Started & Compatibility

Install & setup steps are available on the Zendesk marketplace here.

The Dynamics 365 Connector for Zendesk is compatible with the following versions of Microsoft's CRM:

  • Microsoft Dynamics 365 Online
  • Microsoft Dynamics 365 Customer Engagement
  • Microsoft Dynamics CRM 2016+ On Premise (non-ADFS)

Common Questions

Frequently Asked Questions

Can I access custom fields in Zendesk?

Yes, you can connect to any field data in the Zendesk API from Organizations, Organization members, Users, Groups, Group Members, Tickets, Ticket collaborators, Skipped tickets, Ticket comments, Suspended Tickets, Ticket Audits, and Satisfaction ratings.

Can I display custom entities from Dynamics 365 CRM in Zendesk?

Yes! By default, you have access to three entities in Dynamics 365 CRM from Zendesk:  Account, Contact, and Opportunities.  You also have access to all standard and custom fields associated with these entities. To access additional entities, including custom entities, a Popdock or Business Subscription is required. (link to pricing page)

Can I grant app permissions to specific roles/groups within Zendesk?

Yes, you can grant app permissions to specific roles/groups within Zendesk. Navigate to the “My Apps” screen in Zendesk and follow these steps: hover over the Dynamics 365 Connector with your mouse, click the down arrow, select “change settings”, check the box enable role and/or group restrictions, and select the roles/groups.

Can I move data between Zendesk and Dynamics 365 CRM?

Yes, in the same way that “actions” allow you to update or change data in each system, custom actions allow you to move data between Dynamics 365 and Zendesk. An example of a custom Action would be using the search feature in Zendesk to find additional information, such as product VIN numbers, purchase dates, warranties, and other related information. Then, automatically populating your required Zendesk ticket fields.  Avoid wasted time, unnecessary licensing costs, and human error with custom actions. Custom actions can be built by you or the eOne Professional Services team and requires a Popdock Business or Premium Subscription. (link with pricing page)

Can I move data between Zendesk and other applications, such as our ERP, eCommerce, or custom applications?

Yes, Custom Actions allow you to move data between Zendesk and other applications. Custom Actions can be built by you or the eOne Professional Services team and requires a Popdock Business or Premium Subscription. (link to pricing page)

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