Dynamics 365 Connector for Zendesk

Display all relevant customer data to your Sales and Support Teams in the app where they work.

Core Experience Integrations

Created By eOne Solutions

Cost $10/agent/month

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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 these fields can be displayed:

Opportunities For CRM	Accounts For CRM	Contacts For CRM	Tickets For Zendesk
– Topic – Description – Estimated Revenue (Total Amount)	– Account Name – Relationship – Address 1 – Main Phone – Street 1 – Street 2 – Street 3 – City – State/Province – Country/Region – Zip/Postal Code – Parent Account	– 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	– 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	Available in Zendesk
– Open Contact in Dynamics 365 – Change Priority – Change Status – Create Ticket – Open a Ticket in Zendesk – Set Ticket as Spam	– Update Contact – Create Contact – Open Contact in Dynamics 365 – Update Account – Open an 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. It’s also valuable 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)

Client Review

Popdock has resulted in a significant increase in efficiency for our support agents, both in time savings and being able to provide better and faster customer service by having the correct information readily available. We are making fewer mistakes and resolving tickets faster.

Hindrik Usin, IT Manager at PLM Group

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