Note:

1. Only administrators can install this extension. Users who have a trial or paid plan in Zendesk can use this extension.
2. Please note that the Zendesk extension for Zoho CRM is available in US, IN, AU, CA, SA, and JP datacenters.
   

Installing the extension

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

1. Go to Setup > Marketplace > All. The installed extensions will be listed. Under All Extensions, you can view all of the extensions supported by your CRM.
2. Click All Extensions, then browse for and click Zendesk.
   The details about the extension will be available.
3. Click Install Now.
4. In the following screen, agree to the Terms of Service and click Continue to Install.
   
   
5. Choose one of the following, then click Confirm:
1. Install for admins only: The extension will only be installed in CRM for users with the administrator profile.
2. Install for all users: The extension will be installed in the CRM for all users. Users need to have an Zendesk account to use this feature.
3. Choose profiles: The extension will be installed in the CRM for manually chosen users. Choose this option, click Confirm, then select the desired profiles.
   The extension will be installed automatically for the specified users.
   
   
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 Sign In.
9. Click Allow.
   The account will be authorized and the extension can be used. Three custom modules will be created after installing the extension.

Configuring the extension

1. Click the Settings button on the Extension Details page.
   You will be redirected to the Zendesk - Settings page.
2. In Sync Settings, choose either Bulk Sync or Selective Sync.
   
   

1. In Auto Sync, choose Yes to schedule auto-synchronization. Choose No if you wish to sync data manually.
2. In CRM modules for auto sync, choose Accounts, Contacts, or Leads, which you want to sync from Zendesk.
   
   
3. Click Next.
   The Field Mapping Settings page will open, and the modules chosen in the previous page will be listed.
   
   
4. Map the Zendesk fields to the corresponding Zoho CRM fields to ensure data is accurately transferred in Zoho CRM.
   The default fields of each module will be mapped by default.
   
   
5. Click Next.
6. Click Sync Now to synchronize data for all organizations.
7. Click Sync now.
   
   

Note: The Bulk Sync can be performed only once. In case your want to use Bulk Sync again, you need to write to us at support@zohoextensions.com.

1. In Auto Sync, choose Yes to schedule auto-synchronization. Choose No if you wish to sync data manually.
2. In CRM modules for auto sync, choose Accounts, Contacts, or Leads, which you want to sync from Zendesk.
   
   
3. Click Next.
   The Field Mapping Settings page will open, and the modules chosen in the previous page will be listed.
4. Map the Zendesk fields to the corresponding Zoho CRM fields to ensure data is accurately transferred in Zoho CRM.
5. All the default fields of each module will be mapped by default.
6. Click Next.
7. Move the desired organizations from Available Organizations to Selected Organizations using the arrow keys.
   
   
8. Click Sync now.
   

Sync tickets from Zoho CRM to Zendesk

1. Click the Leads, Accounts, or Contacts 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:
1. Enter the Requester Name.
   By default, the selected contact's name will be added.
2. Enter the Requester Email.
3. Select the Assignee from the drop-down list.
   All the agents from Zendesk will be listed.
4. Select the Type of ticket and it's Priority from the respective drop-down list.
5. Specify any Tags.
6. Select the Status of the ticket from the drop-down list.
   The Brand name will be selected by default.
7. Enter the Subject and Description of the ticket.
8. Click Save.
   The ticket will be created in Zendesk.

View tickets associated to a record

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

Uninstalling the extension

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