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
Sync your Sales and Support teams for faster resolutions
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.
Default fields displayed from Zendesk and Dynamics 365
Any of this field data can be displayed:
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.
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.
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:
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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.
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)
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.
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)
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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