In all editions of the integration, you have access to a SugarCRM dashlet (or SuiteCRM connector) that can be visible when looking at a contact, account, lead, or opportunity. This dashlet will show you all of the Zendesk tickets related to the CRM record you're viewing. This is very helpful for CRM users so they do not have to leave the CRM to see a customer's Zendesk tickets and recent interactions with your support team.
For information on installing this dashlet in SugarCRM, please follow the steps here.
Customizing the Dashlet
When using the dashlet, you are able to filter the tickets that are displayed based on ticket status and priority. You can also change how the tickets are sorted in a variety of different ways. As you make changes to the dashlet, it will update the ticket results automatically.
In the top-right corner of the dashlet, click the gears icon and it will open dashlet settings. On the settings page, you can select default values for the filters and sort. You can also pick how many tickets you want to be displayed on each page of the dashlet.
On this link, we describe what you can expect to see on each of the default scenarios for the dashlet. In most cases, we pull from the primary email address and search for tickets that way. If you have custom Zendesk fields or special business logic for how we should display tickets in the Sugar dashlet, we are able to customize the dashlet to work this way. You are not able to enable this through the Sugar interface, but we are able to enable this for you by getting on a support call. This type of customization is free of cost and included in your active Ultimate subscription.
Adding the Dashlet to All Sugar Users
Sugar's latest versions include a dashboard management section for admins. You are able to create default dashboards and this is what will show for Sugar users. Here is the documentation provided by Sugar for how to manage shareable dashboards.
Enabling FanaticalZendesk Dashlet on Other Modules
It is possible to enable the Zendesk ticket dashlet on other modules. There is no way to enable this through the Sugar interface, but it is something that we may be able to enable for you. Please reach out to us at zendesk@fanaticallabs.com with more information of what you need.
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