Zendesk Extension - Integrations - Online Help - Zoho CRM


Having your customers' details in a single place, always gives you the advantage of knowing your customer better; their interests, issues faced by them and all the communications that you had with them. It is better to know the issues they faced earlier, before contacting them. Zoho CRM provides you the platform to bring in all the information about your customers in a single place and with the Zendesk integration, you can now associate the support tickets as well with the CRM contacts.

This extension is supported only for the Leads, Contacts, Accounts and Deals modules. On installing this extension, two custom modules will be created: Zendesk Tickets and Zendesk Ticket Comments

  • 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

You can either go to the  Zoho Marketplace and install the Zendesk extension or log in to your Zoho CRM account and install.

To 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

With the New Zendesk Ticket option in Zoho CRM you can create tickets for the leads, contacts, accounts and deals and push them to Zendesk. The contacts and leads will be synchronized with Zendesk's people data. Similarly, the account details will be synchronized with the organization data in Zendesk.

Tickets will be synchronized from Zendesk to Zoho CRM also. You can synchronize the new tickets and also the existing tickets that are edited.

To create and sync a ticket from Zoho CRM
  1. Click the LeadsAccountsContacts, 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

To view tickets associated to a record
  1. Click the LeadsAccountsContacts, 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

When you wish to uninstall Zendesk extension, please note that all the custom modules related to this extension will be deleted.

To 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.

    Zoho CRM Training Programs

    Learn how to use the best tools for sales force automation and better customer engagement from Zoho's implementation specialists.

    Zoho CRM Training
      Redefine the way you work
      with Zoho Workplace

        Zoho DataPrep Personalized Demo

        If you'd like a personalized walk-through of our data preparation tool, please request a demo and we'll be happy to show you how to get the best out of Zoho DataPrep.

        Zoho CRM Training

          Create, share, and deliver

          beautiful slides from anywhere.

          Get Started Now

            Zoho Sign now offers specialized one-on-one training for both administrators and developers.

            BOOK A SESSION

                                    You are currently viewing the help pages of Qntrl’s earlier version. Click here to view our latest version—Qntrl 3.0's help articles.

                                        Manage your brands on social media

                                          Zoho Desk Resources

                                          • Desk Community Learning Series

                                          • Digest

                                          • Functions

                                          • Meetups

                                          • Kbase

                                          • Resources

                                          • Glossary

                                          • Desk Marketplace

                                          • MVP Corner

                                          • Word of the Day

                                            Zoho Marketing Automation

                                              Zoho Sheet Resources


                                                  Zoho Forms Resources

                                                    Secure your business
                                                    communication with Zoho Mail

                                                    Mail on the move with
                                                    Zoho Mail mobile application

                                                      Stay on top of your schedule
                                                      at all times

                                                      Carry your calendar with you
                                                      Anytime, anywhere

                                                            Zoho Sign Resources

                                                              Sign, Paperless!

                                                              Sign and send business documents on the go!

                                                              Get Started Now

                                                                      Zoho TeamInbox Resources

                                                                              Zoho DataPrep Resources

                                                                                Zoho DataPrep Demo

                                                                                Get a personalized demo or POC

                                                                                REGISTER NOW

                                                                                  Design. Discuss. Deliver.

                                                                                  Create visually engaging stories with Zoho Show.

                                                                                  Get Started Now

                                                                                                      • Related Articles

                                                                                                      • Troubleshooting Zoho Backstage integration with Zoho CRM

                                                                                                        1. Why am I unable to integrate Zoho Backstage with Zoho CRM?  By default in your CRM, those who have admin level permissions or an admin profile have access privilege for extensions. You won't be able to integrate marketplace apps into your CRM ...
                                                                                                      • Nexmo

                                                                                                        Nexmo, a Vonage Company, is the global cloud communications platform leader providing innovative communication APIs and SDKs for voice, text, chat app and phone verification services. Nexmo enables applications and enterprises to communicate with ...
                                                                                                      • GoToWebinar

                                                                                                        The GoToWebinar extension eases the process of managing attendees and tracking registrations, and saves you time by importing the registrants' and attendees' details into Zoho CRM automatically.. Install the extension You can install the GoTo Webinar ...
                                                                                                      • MiiTel For Zoho CRM

                                                                                                        This integration is supported for users in the US and JP DCs. Scope To initiate, receive and synchronize records of phone calls on Zoho CRM, using the MiiTel extension. Overview The MiiTel extension can be integrated with Zoho CRM to receive, ...
                                                                                                      • Dropbox

                                                                                                        Dropbox is one of the most popular tools that simplifies creating, sharing and collaborating files from anywhere and with anyone. Running any business requires documents that needs to be shared and extension for Zoho CRM lets you access your Dropbox ...
                                                                                                        Wherever you are is as good as
                                                                                                        your workplace



                                                                                                          Watch comprehensive videos on features and other important topics that will help you master Zoho CRM.


                                                                                                          Download free eBooks and access a range of topics to get deeper insight on successfully using Zoho CRM.


                                                                                                          Sign up for our webinars and learn the Zoho CRM basics, from customization to sales force automation and more.

                                                                                                          CRM Tips

                                                                                                          Make the most of Zoho CRM with these useful tips.

                                                                                                            Zoho Show Resources