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• [Solved] Ability to create tickets from within SuiteCRM,

  Support November 30th, 2016 @ 7:40 pm
  

  Chad,

  You are welcome, happy to give you my opinion. As a closing thought, there is not much of anything a non-admin user would need to do in ZD besides create and update tickets. For the sake of clarity, our admin team does log into ZD for various reasons. Do you have a timeframe in which you think creating/updating tickets will be completed within your integration?

  Thx and best wishes to you as well.

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• [Solved] Ability to create tickets from within SuiteCRM,

  Support November 30th, 2016 @ 7:22 pm
  

  Chad,

  Yeah, sure, I'll do you a solid.

  A successful integration with Zendesk hinges on the ability to remove the ZD interface from the end user. Otherwise the user needs to continue to flip back and forth between the two systems, thus eliminating the value of the integration altogether. For us, we use an existing SugarCRM integration, which works fine albeit isn't as fancy-looking as yours, and our team never logs into ZD for any reason because they can do it all from the CRM interface. It is pointless to have tickets show up in CRM if you can't create or update them. I haven't looked at the ZD side of the integration because I really don't care for reasons already stated (but I'll say it again -- we never need to log into ZD. Ever.).

  The other issue is that this integration just plops itself wherever. Point in fact -- I don't like where it sits and I went to the studio to change it around. It doesn't show up there because it is apparently coded directly into the supported modules. That's disappointing. You should let your paying customers decide where they want the tickets to appear. For us, it's directly beneath the map and above some other company-related fields.

  All in all, I think the answers to your questions are pretty self-explanatory and at this point, your system is not ready to be a paid product.

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