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#3224 - Creating Case from Sugar

Closed Feature created by Brian Bradford 2 years ago

I am not sure if I am missing something but it doesn't seem to create a ticket from Sugar as expected. If you click the create ticket button in the dashlet it just creates a blank ticket in ZD. It doesn't take the account or contact's name or info. Please advise.
-Brian

  1. chad member avatar

    Chad Hutchins

    2 years ago

    Hi Brian, we're based out of the USA, sorry for the slow response.

    What you're seeing is the current workflow. Unfortunately Zendesk does not allow us to pre-populate fields on the new ticket form and we don't yet have a way for you to create a ticket from Sugar directly.

    We're currently looking at this feature and looking for feedback. Can you help us understand what you're hoping to accomplish? How would you like to see this process work? What's the use case for your Sugar user needing to create a Zendesk ticket directly from Sugar?

    Any and all details will help as we look into how we're going to implement this. Thanks!

    • Piftech member avatar

      Brian Bradford

      2 years ago

      No worries Chad.
      90% of our calls come via phone calls into our tech support team. Right now they open the account to see what kind of support contract they have, to see if it may be billable or not. Once that piece is resolved, they open a case in sugar. Now we are moving to ZD, they Techs will still need to go into Sugar to see the contracts and instead of having to click over to ZD and click on add ticket, then fill in the info that was on the Sugar screen to create the ticket.
      The other thing I noticed too is that when in ZD you can't create a ticket and enter any of our Sugar contacts names, I assumed that an integration with a CRM would allow you to pull up info from Sugar to create a ticket and not have to manually create all of the accounts. Is this the case?

      -Brian

    • chad member avatar

      Chad Hutchins

      2 years ago

      Hi Brian, thanks for that.

      Is viewing the support contract for an account the main reason the tech support team uses Sugar?

      If so, they may not have to use Sugar at all because with our Zendesk app you should be able to pull through the Accounts' contract information. When viewing an organization or contact in Sugar it will be able to pull the related contract information from Sugar and the support agent can see it right there within Zendesk.

      If it worked like described above, would you still need the ability to create the ticket from Sugar? It seems to me the support agent would already be in Zendesk and they could create a ticket for that person right there.

      Do you currently have your phone system hooked up to Sugar? Are you planning on routing the calls through Zendesk now?

      The other piece to make the above scenario to work is you would need to have all of your Sugar Accounts in Zendesk to some extent so when they search for the person or they popup from a call inside Zendesk, it would be able to make the link to the Contract information in Sugar.

  2. Piftech member avatar

    Brian Bradford

    2 years ago

    Yes if we could see the contract info while in Zendesk that would keep us from needing to create a ticket from Sugar.

  3. chad member avatar

    Chad Hutchins

    2 years ago

    Hi Brian, just following up here.

    Want to get on a quick screenshare so I can configure this for you to see the contracts within Zendesk?

    • chad member avatar

      Chad Hutchins

      2 years ago

      Just remembered you cancelled the trial, sorry about that. Let us know if you switch back over to Zendesk. Thanks and have a good one!

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