by SugarCRM

Knock down the barriers between your Sales and Service/Support teams with Sugar Integrate for Zendesk. Save time and focus on productive customer data analysis that leads to happy customers. This integration allows Sugar users to monitor overall customer satisfaction and account health by synchronizing Zendesk tickets with Sugar Accounts and Contacts.

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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

Zendesk Refarance Model.png

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

Zendesk Install V2.png

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