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 Sugar 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.
How to Add the Fanatical Zendesk Dashlet
To add the FanaticalZendesk Zendesk ticket dashlet, first go to an enabled view. The following views are enabled by default:
Contacts record view
Leads record view
Prospects record view
Cases record view
Accounts record view
Opportunities record view
(Note: A "record view" is the view when you are looking at a specific record. For example, you are on the "record view" when you click on the Contacts module and click into a specific contact.)
1. View your Sugar dashboard for this view on the right side of the page
2. Using the carrot shaped drop-down, click Edit
3. Click Add a Row
4. Click Add a Sugar Dashlet
5. Select the one labeled Fanatical Zendesk
6. Click Save in the top right corner
(Note: If you're using SuiteCRM or Sugar 6 the ticket dashlet is automatically added to your views. If you are unable to see the ticket dashlet in your views, please run a Quick Repair and Rebuild and try again.)
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 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: http://support.sugarcrm.com/Documentation/Sugar_Versions/8.0/Ult/Application_Guide/User_Interface/Dashboards_Dashlets/index.html#Managing_Dashboards
Enabling Fanatical Zendesk 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 can enable for you over a support call. This type of customization is free through your active subscription.