How can CRM data be identified from within Zendesk?

We store CRM-ids within the requester in Zendesk in a custom field or external id. When there is no CRM id in the requester we recommend the following approach:

• When a request comes in via Email
  1. search for email address in CRM
  2. if there is only one matching record - store the CRM id within the requester
  3. if there are multiple matching records (more than 1 contact with the same email address) - show a list of contacts and choose which one to link to the Zendesk requester
  4. if no contact could be found within CRM show a search window to manually search by name etc. / there could also be the possibility to create a new record from within Zendesk now
• When a request comes in via phone
  1. search for phone number in CRM
  2. if there is only one matching record - store the CRM id within the requester
  3. if there are multiple matching records (more than 1 contact with the same phone number) - show a list of contacts and choose which one to link to the Zendesk requester
  4. if no contact could be found within CRM show a search window to manually search by name etc. / there could also be the possibility to create a new record from within Zendesk now
• When a request comes in via a different channel
  1. directly show the search form
  2. or search automatically by name of the requester

You want to learn more about that please contact us - so we can show you a custom CRM-Integration in action.