It is not uncommon for a company to use multiple Zendesk instances. Either through mergers and acquisitions or separate business groups, a company may choose to have multiple Zendesk instances at their company. However most of the time the company will still have a single CRM instance where all of their customer data lives. In this scenario, Fanatically Zen is able to sync multiple Zendesk instances with a single SugarCRM or SuiteCRM instance.
How does it work?
There are a couple of different ways companies may link the data between CRM and multiple Zendesk instances. A company's customers may exist in all Zendesk instances or a customer may exist in only one Zendesk instance. Our integration can handle both scenarios across all of our features.
Viewing Zendesk Tickets in CRM
When viewing a customer in CRM, by default you can see their Zendesk tickets in the Fanatically Zen ticket dashlet.
If your customer can be in multiple Zendesk instances, we will pull tickets from all synced Zendesk instances and have them displayed in the dashlet. Each ticket will show a label that specifies exactly which Zendesk instance the ticket originates from.
If your customers exist in only one Zendesk instance, you can select a field that determines which Zendesk instance we should lookup tickets in.
Viewing CRM data in Zendesk
When viewing a ticket in Zendesk, by default you can see CRM data directly within Zendesk. When you have multiple Zendesk instances sync enabled, you can configure custom views for each individual Zendesk instance. This becomes handy when the employees in the first Zendesk instance only need access to certain CRM fields, and employees in the second Zendesk instance need access to other CRM fields.
Syncing Zendesk Data to Sugar
When it comes to syncing Zendesk data to Sugar, it is possible to configure exactly which modules the Zendesk data gets synced to. You can sync Zendesk tickets to CRM cases, Zendesk contacts to CRM leads, you can sync to custom modules and custom fields. It is very flexible.
When you have the Zendesk to Sugar syncing enabled with multiple Zendesk instances syncing, you choose exactly which data syncs to Sugar for each Zendesk instance.
How much does it cost?
For each Zendesk instance that you want to sync with CRM, you will need a new license of Fanatically Zen. Once you have the additional licenses needed, there are no additional setup costs for us to enable the multiple Zendesk instance sync. We will set it all up for you for free.
If you would like to integrate your CRM with multiple Zendesk instances, please schedule a call or submit a new ticket and we'll get you all set up.
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