Note

• Only administrators can install this extension. Users having a trial or paid plan in Zendesk can use this extension.
  
• The email address to sign in to Zoho CRM account and Zendesk account should be the same.
  

Install Zendesk

1. Go to Setup > Marketplace  > All.
   All the installed extensions are listed. Under All Extensions you can view all the extensions supported in CRM.
2. Click All Extensions, browse through for Zendesk and click it.
   The details about the extension will be available.
3. Click InstallNow.
   
4. In the following screen, agree to the terms of service and click Continueto Install.
   
5. Choose one of the following and click Confirm.
   
• Install for admin only - The extension will be installed in CRM for only the users with the administrator profile.
  
• Install for all users - The extension will be installed in CRM for all the users. Users need to have an Zendesk account to use this feature.
  
• Choose profiles - The extension will be installed in CRM for all the users. You need to choose this option, click Continue and then select the profile
  The extension will be installed automatically for the specified users. After installing you need to authorize using your Zendesk login credentials.
6. Click Authorize.
   If you click Skip in this step, you can later authorize from Setup > Marketplace > All.
   In the Zendesk extension details page, you can click Authorize.
   
   
   
   
7. In the pop-up, specify your Zendesk subdomain and click Save and Authorize.
   
8. Enter the Email and Password for the Zendesk account and click SignIn.
   
   
   
   
9. Click Allow.
   The account will be authorized and the extension can be used. Three custom modules will be created after installing the extension.

Sync tickets from Zoho CRM to Zendesk

1. Click the Leads, Accounts, Contacts, or Deals modules.
   
2. Click on a record to which you want to send documents.
   
3. In the record's details page, click New Zendesk Ticket.
   
   
   
   
4. In the New Zendesk Ticket pop-up window, do the following:
   
• Enter the RequesterName.
  By default, the selected contact's name will be added.
• Enter the RequesterEmail.
  
• Select the Assignee from the drop-down list.
  All the agents from Zendesk will be listed.
• Select the Type of ticket and it's Priority from the respective drop-down list.
  
• Specify Tags, if any.
  
• Select the Status of the ticket from the drop-down list.
  The Brand name will be selected by default.
• Enter the Subject and Description of the ticket.
  
• Click Save.
  The ticket will be created in Zendesk.

View tickets associated to a record

1. Click the Leads, Accounts, Contacts, or Deals modules.
   
2. Click on a record and go to the Zendesk Tickets related list.
   You can view the tickets, their status, etc.

Uninstall Zendesk

1. Go to Setup > Marketplace > All.
   All the installed extensions are listed. Under All Extensions you can view all the extensions supported in CRM.
2. Browse for Zendesk and click the corresponding Uninstall link.
   
   
   
   
3. Click Ok to confirm.