Sync Zendesk Tickets, Users, and Organizations to CRM

In the Professional and Ultimate edition of the integration, Zendesk to CRM syncing is on by default.  The integration will sync Zendesk tickets, users, and organizations to your CRM as cases, contacts, and accounts respectively.  In the Professional plan this syncing is on by default but can be turned off, if preferred.

With the Ultimate plan, this syncing process can be customized to sync to modules and fields in your CRM. To make changes to the syncing, we have to update your syncing configuration and provide you the new configuration to install in your CRM. Most customizations do not require additional fees and they are included in your free trial and on-going Ultimate subscription. To start this process, please fill out this form. (If you would like a customization beyond the scope of our normal process, we'll let you know beforehand.)

You can find general information for how this sync works below.

Syncing Zendesk Tickets
Syncing Zendesk Requesters
Syncing Zendesk Organizations
Customizing the Sync
Turn off Zendesk to CRM Syncing

Zendesk Ticket Syncs to CRM Cases

Zendesk ticket syncing is turned on by default. When a Zendesk ticket is created in Zendesk, a corresponding case record will be created inside of your CRM. If a Zendesk ticket is updated in Zendesk, we will first search for an existing corresponding CRM case record by matching and update that one.  (This is done by matching the Zendesk ticket ID with the CRM zendesk_ticket_id_c field, which is created when Fanatically Zen is installed.) If one hasn't been created yet, it will create a new case record. When you install the module a zendesk_ticket_id_c field is added to the CRM cases module. This field stores the Zendesk ticket ID. That is the field we look up to see if an existing case has been created yet.

Zendesk Field	Syncs to CRM Case Field
subject	subject
description	description
id	zendesk_ticket_id_c (this field is created on install)
status	status*
priority	priority*
type	type*

*The Zendesk dropdown values for Status, Type, and Priority are automatically added to your CRM drop-downs when you install the module.

Zendesk Requester Syncs to CRM Contacts

By default, the integration syncs CRM contacts from the Zendesk user that is in a ticket (the email displayed in the Zendesk Requester field.) This works by checking for a contact with the same email address.  If one already exists, it will update the name, if needed.  If one does not exist, it will create a new contact.

email > email1 (primary email address)
name > first_name, last_name

Note: The match is made on the primary email address.

Zendesk Organizations Syncs to CRM Accounts

By default, the integration syncs Zendesk organizations to CRM accounts.  This works by checking for an account with the exact same name.  If an account does not already exist, one will be created. 

name > name

Note: The match is made on the account name.

Customizations

It is possible to change the modules and fields that are created/updated above if you are on our Ultimate plan. For example, maybe you want the Leads module to be used and not Contacts, or maybe you want to sync a custom ticket field from Zendesk to your CRM. All of this is possible in our Ultimate plan. To do this, fill out this form or reach us at [e-mail].

How to turn off Zendesk to CRM Sync

Zendesk ticket, requester, and organization syncing is turned on by default for Professional and Ultimate licenses. Syncing can be turned off by updating a Fanatically Zen config using your browser's console. To turn off syncing, please follow these steps:

Sugar 7 and up:

1. Navigate to the Zendesk Configuration page within Sugar Admin.
2. Right click anywhere on the page and select Inspect (These instructions are for Chrome. If you are using another browser you can follow these steps to open the console.)
3. Copy/paste the following string into your browser's console and press Enter.

SUGAR.App.api.call('get',SUGAR.App.api.buildURL('FanaticalZendesk/setting/ticketsync_enabled/0'),{},{})

Sugar 6 or SuiteCRM:

Go to your database and run the following query:

UPDATE config SET value=0 WHERE name='ticketsync_enabled' AND category='fanaticalzendesk';

If you don't have access to the database (if you're using Suite Hosted or On Demand) you can follow the steps below:

1. Navigate to Fanatically Zen's Health Status page from the Admin page.
2. From within the URL, remove the end of the URL that says:

   /index.php?module=FanaticalZendesk&action=status

3. Replace it with:

   /index.php?module=FanaticalZendesk&action=router&rawUrl=FanaticalZendesk/updateSetting&key=ticketsync_enabled&value=0

4. Press Enter. You should be taken to plain white page indicating success.