Empower your support and sales teams with clear visibility to the right data, right when they need it. With the Zendesk and SuiteCRM integration, your teams will be able to stay up-to-date on all relevant records whether they're working in Zendesk or SuiteCRM.
#149 - [Solved] Ability to create tickets from within SuiteCRM,
ok i guess. it doesn't have the ability to create tickets from within the crm, which is what we want/need since our team heavily uses crm and never logs into zd directly (another tool gives this functionality). this tool does not eliminate the back and forth between zd and crm. it also just puts itself wherever in the accounts/leads/whatever module and does not seem to have any configuration from within the studio, i.e. putting it where you want.
7 years ago
Hi Brad, thanks for taking the time to give it a try and give us some feedback. We don't currently claim to be able to create tickets from within CRM but this is certainly something that is coming in a later edition.
The dashlet is currently available for the modules that we support: Accounts, Contacts, Leads and Opportunities, so that is why you see it in those places. Where else would you like to see it?
Also just curious, can you explain more about your use case? and how creating a ticket from CRM adds value on your side?
Thanks!
7 years ago
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.
7 years ago
Thanks Brad, I do appreciate that. It may not satisfy all of your needs, but an integration does not have to provide all of those things to add value to others. So I think that's where we're at at this point. Unfortunately our integration is not a good fit for your use case.
I don't think we'll ever have the integration setup in a way where you never have to login to Zendesk. There will always be things that Sugar does best and Zendesk does best that most people will still need. We'll add things to the integration that make sense through customer requests. Creating a Zendesk ticket from Sugar is certainly one of the top requests, and one we will implement.
We're going to move this conversation over to the feature request section so it is there for consideration.
I hope the rest of the year treats you well! Thanks again!
7 years ago
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.
7 years ago
That all makes sense. Thanks again.
I don't have a set timeframe for that feature, but I think it's something we'll be able to get out in Q1 2017.
6 years ago
Hi Brad, I know it's been a while since we last communicated. We obviously missed our Q1 target for this feature, but I can confirm this feature is currently being worked on.
We hope to have this out sooner rather than later now. Thanks!
6 years ago
Hi everyone, I know this is an old case, but we do now support Zendesk to SuiteCRM syncing when a ticket is created or updated in Zendesk.
If you'd like a demo of this, please pick a time here and we'll make it happen: https://calendly.com/fanaticallabs/zendesk-support-meeting
I'm going to close this case out for now. Thanks!