Key Integration Features
- New and modified Accounts are synced from SugarCRM to Zendesk Organizations based on Account name
- New End-Users are synced from Zendesk to Sugar based on the primary email address
- New and modified Tickets and Satisfaction Ratings are synced from Zendesk to Sugar
- Contacts, Tickets and Satisfaction Ratings are configurable and can be enabled or disabled
Solution Benefits
- Eliminates lost tickets between service and sales
- Ensures sales and service teams see all the service end-users
- Provides actual ticket status from service to sales
- Enables measurement of service activities and customer satisfaction
Flow Diagram
Integration Capabilities
- Accounts sync one way from Sugar to Zendesk Organizations
- End-Users sync one way from Zendesk to Sugar TicketsSugar Account must be synced in Zendesk for their Contacts to sync into Sugar
- Tickets sync one way from Zendesk for synced Contacts to Sugar Tickets Configurable option. Zendesk End-User must be synced in Sugar for their Tickets to sync into Sugar
- Zendesk Satisfaction Ratings sync one-way from Zendesk to Sugar Satisfaction-Ratings Configurable option. Zendesk Ticket must be synced in Sugar for their Satisfaction Rating to sync into Sugar
- Sync between the systems runs every 15 min (changeable default setting) detecting changes
- A webhook allows to sync immediately after creation from Zendesk to Sugar
Integration Prerequisites
- Zendesk instance with full API access
- Sugar Serve v11.0 & above or Sugar Enterprise 11.0
- Sugar’s Zendesk installable package – adding custom Sugar code and fields
- Zendesk fields creation (i.e., SugarCRM ID Fields)
- Sugar Integrate license for Zendesk
- Sugar dedicated user license for the integration
Integration Limitations
- Zendesk search has an indexing time of approximately 1-2 minutes in which data updates will not be visible for search
- Based on volume of data changes, it may be necessary to run the integration less frequently to remain in compliance
Installation and Setup
View Pricing
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