Sugar Integrate for Zendesk

Configuration Set-Up Services are Required

Configuration Set-Up Services must be performed by Sugar Professional Services or a SugarCRM Implementation Partner.

Introduction

Sugar Integrate for Zendesk will help you knock down the barriers between your Sales and Service/Support teams. Bringing Zendesk ticket information directly into Sugar will help your team 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.

Please contact integrate@sugarcrm.com for more details.

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 Pre-requities

• Zendesk instance with full API access
• Sugar Sell 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

Limitations

• Zendesk search has an indexing time of approximately 1-2 minutes in when 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

Pricing

• Advanced Pricing Tier - USD $6,000 ARR

Installation

Customer Set Up - Customer is responsible for configuring all fields in Zendesk required for the integration

Configuration Set Up

• Install Sugar module loadable package to add custom modules & fields required for integration
  • custom Sugar fields and dropdowns
• Configure system credentials for Zendesk and Sugar to enable sync
• Setup of webhook for immediate transfer data
• Configuration set up, additional fields, workflow changes, and initial data load will require incremental service *Note: Configuration Set-Up must be purchased and performed separately by Sugar Professional Services or a SugarCRM implementation partner