Create a 360-Degree Customer View
Connecting Zendesk with SugarCRM
A 360-degree customer view is a powerful thing – it means having full access to relevant customer context across all departments. But are all your customer data truly centralized in one place, like your CRM? What about support-related information, such as service tickets?
In many organizations, support teams use a dedicated tool like Zendesk – and for good reason. Zendesk offers great features and a strong user experience for handling support requests. The downside? Those valuable support insights usually don’t appear in your CRM. That means either manually entering the data into SugarCRM – or missing out on important customer context.
That’s why we developed the Zendesk–SugarCRM Integration. This integration ensures that all tickets created and handled in Zendesk are also available in Sugar – linked directly to the associated contact or account. All key details such as status, priority, type, and the full conversation history are automatically transferred.
And there’s another benefit: even if you switch support tools in the future, all historical data remains securely stored in SugarCRM. Plus, marketing and sales teams – who often don’t have Zendesk access – gain visibility into ongoing service cases, allowing for more informed and customer-centric interactions.
Benefits & Features
More Efficiency Across Teams
1. Create a Ticket in Zendesk
A customer or support rep creates a new ticket in Zendesk. Automatically, a corresponding ticket is created in Sugar, linked to the correct contact or account. Key fields such as status, priority, and type are synced.
2. Link Contacts and Accounts in Sugar
The integration uses the email address to match tickets with contacts and accounts. If a contact doesn’t yet exist in Sugar, it can be created afterward and linked to the ticket upon saving.
3. User Mapping
When a ticket is transferred from Zendesk to Sugar, the responsible support agent is mapped to the correct Sugar user – making it easy to see who’s handling the case.
4. Zendesk Updates Are Synced
To make changes visible (e.g., status or priority updates), a dedicated module called Zendesk Logs records all updates to the ticket in Sugar.
In addition, all Zendesk emails marked as Public reply are transferred as Notes in Sugar, complete with a checkbox filter. This ensures full transparency of all communication – visible both in Sugar and in Zendesk.
One CRM – One Customer View
With this integration, all critical customer service data becomes part of your CRM. That enables the full 360-degree customer view we outlined at the beginning – and it benefits not just support, but also sales and marketing.
Fast Time-to-Value
We begin with a short consultation to understand your business requirements. This ensures the integration is tailored to your specific needs. During setup, we can customize the integration where needed – so you get exactly the functionality you want.
