Customize the Zendesk App

The Fanatically Zen app is viewable in Zendesk when viewing tickets, users, organizations, and chat. The app senses the context of what is being viewed in Zendesk based on the email address of the requester or the organization name and pulls related data from your CRM.  By default, the app displays CRM modules- Contact, Account, and Opportunity (as shown below). This allows an agent working in Zendesk to see CRM information without having to leave Zendesk.  (See more default information here.)

The CRM data that appears in the Zendesk app can be customized based on your needs. The Zendesk app can display custom module and field information, such as contract information, license keys, support dates, or other custom fields specific to your business that the support agent needs to properly support your customers. With our integration, it is possible to have all of this immediately available in the correct context without any extra work from the agent.  Ditch the extra browser tabs and reduce the number of clicks and fumbling around it takes to find the information they need.

What can be customized?

For the ticket, user, and chat sidebar- By default, the integration looks at the requester field and matches the email that appears to a contact in the CRM.  Based on that email, the integration pulls contact, related account, and related opportunity level data.  Pull in other modules or fields from your CRM. 

For the organization sidebar - Similarly, by default, at the Zendesk organization level, the integration looks for an account in the CRM with the same name.  It then displays the account and related contacts.  Pull in additional module or field data from your CRM in this view as well.

Who can make customization requests?

Anyone on the Professional or Ultimate versions of Fanatically Zen.

How are customizations completed?

Please fill out this form or reach out to us at [e-mail] with the types of changes you'd like to make.  Once our team has enough information on the changes you'd like, we'll follow up with instructions a Sugar Admin can follow to put the customization into place.