Identify CRM data from within Zendesk

To clearly link Zendesk requesters with records in your CRM, we store the corresponding CRM ID directly on the Zendesk requester. This can be done either in a custom field or in the external ID field.

If no CRM ID has been stored for the requester yet, the linking process can differ depending on the channel the request comes from.

Request via email

When a request comes in via email, the email address can be searched in the CRM.

Possible results:

• There is exactly one matching record: The CRM ID is stored on the Zendesk requester.
• There are multiple matching records, for example, several contacts with the same email address: The matching contacts are displayed in a list, and you can select which record should be linked to the Zendesk requester.
• No matching contact is found in the CRM: A search window can be displayed, allowing you to search manually by name or other criteria. Optionally, it can also be possible to create a new record in the CRM directly from Zendesk.

Request via phone

When a request comes in via phone, the phone number can be searched in the CRM.

Possible results:

• There is exactly one matching record: The CRM ID is stored on the Zendesk requester.
• There are multiple matching records, for example, several contacts with the same phone number: The matching contacts are displayed in a list, and you can select which record should be linked to the Zendesk requester.
• No matching contact is found in the CRM: A search window can be displayed, allowing you to search manually by name or other criteria. Optionally, it can also be possible to create a new record in the CRM directly from Zendesk.

Requests via other channels

When a request comes in via another channel, a search form can be displayed directly. Alternatively, an automatic search by the requester’s name can be performed in the CRM.

Interested in a CRM integration?

If you would like to learn more, feel free to get in touch. We’ll be happy to show you what a custom CRM integration in Zendesk can look like.