The Microsoft Contact Center—Power Automate solution for Zendesk connector allows organizations to engage with their customers using capabilities such as voice, video, SMS, live chat, and social messaging from their non-Microsoft CRM solutions. You can use Power Automate data connectors to sync the contacts and accounts data from the Zendesk CRM solution into Dataverse.
Prerequisites
- A Zendesk
https://<your_subdomain>.zendesk.com
instance - License for Dynamic 365 Contact Center that includes the Power Automate and Power Apps subscriptions.
- Power Platform System administrator permissions.
- Basic understanding of how to use Power Automate flows or Power Apps.
- Ensure that the Power Apps and Power Automate environments are the same.
- The msdyn_ContactCenterCRMConnector connector is available in the Power Apps environment and the Account and Contact tables have the following columns:
- Source CRM
- Source CRM ID
- Source CRM URL
Import Power Automate flows to sync Account and Contact records
Perform the steps in the following sections to import the Power Automate flows for Zendesk.
Add a Zendesk connector
- Follow the steps in Add a connection to add a Zendesk connection.
- Specify your Zendesk domain, and then select Create.
- In the pop-up window, sign in with your Zendesk credentials.
- In the pop-up window that appears, select Allow to Power Platform to access your Zendesk account. A connection is created.
Add a Dataverse Connector
- Follow the steps in Add a connection to add a Dataverse connection, and then select Create.
- In the pop-up window that appears, select your account. A connection is created.
Download flows from GitHub
Download all the Power Automate flows from the Zendesk repository.
Import flows to Power Automate
- In Power Automate, select My flows.
- In Import, select Import and then select Import Package (legacy).
- Select the downloaded flows and then select Upload.
- In the Import package window, for the Microsoft Dataverse resource type, select Select during import and then select the Dataverse connection that you created.
- Select Save. The connection is displayed on the Import page.
- Select Import. The imported flows are displayed in the My flows page. They are disabled by default.
- To enable a flow, select more items (ellipsis) and then select Turn on to enable them.
Configure incremental data sync
Incremental data sync updates the Zendesk data to Dataverse in real time through automated triggers.
You must update the credentials in the Power Automate flows to connect the flows to your Zendesk account. For all the incremental automated-triggered flows such as create, delete, and update, perform the following steps:
- In Power Automate Cloud flows select the ZendeskCreateUserAPICall, ZendeskUpdateUserAPICall, and ZendeskCreateOrgHttp flows and then select Edit. Perform the following actions:
- Update the subdomain in the URI section with your Zendesk subdomain.
- Update the Method to GET
- Select Authentication in Advanced parameters, and specify the following:
- Authentication Type: Basic
- Specify your Zendesk credentials in the Username and Password fields.
- Sign in to the Zendesk instance.
- In the Zendesk Admin Center page, select Apps and integration. Select the Zendesk API option and then enable the Password access toggle.
- Select Save.
Configure Webhooks
Set up webhooks in Zendesk to facilitate incremental data synchronization. Webhooks trigger notifications upon the creation, update, or deletion of a record. Name the flows to reflect the operation such as create, update, delete and the entity involved such as org, user. For example, ZendeskCreateOrgHttp
.
Retrieve endpoint
To create webhooks, ensure you have the HTTP endpoint for the Power Automate flow. Perform the following steps to get the endpoint in Power Automate:
- Select the required flow and then select Edit.
- Select Manual in the flow, and then copy the HTTP URL. Repeat the steps for the organization and user flows for all the create, update, and delete operations.
Add endpoint to Zendesk
- Sign in to your Zendesk instance and then select Admin center.
- Select Apps and Integrations > Webhooks. Perform the steps in create a webhook to create a webhook.
- Select Create webhook.
- For organization events, in the Create webhook page, select the following options in Organization events:
- Support Organization Created to create an organization, and then select Next.
- Support Organization name changed to update the organization, and then select Next.
- Support Organization deleted to delete the organization, and then select Next.
- For user events, in the Create webhook page, select the following options in User events:
- Support user Created to create a user, and then select Next.
- Any user events to update a user, and then select Next.
- Support user deleted to delete users, and then select Next.
- Specify a name and update the Endpoint URL field with the endpoint copied from Power Automate flow.
- Select Test Webhook, and then select Send Test. If you get a 202 Accepted response, the webhook is configured successfully.
Run the Power Automate flow
In Power Automate, select the required flow, and then select Run.
Note
Create, update, and delete events automatically trigger automated flows.
Edit flows and field mappings (Optional)
- If you want to edit the flow or field mappings, select the flow that you want to edit.
- Select Edit.
- You can use outputs from previous triggers and actions in the Dynamic content selector, or modify them by building an expression. Learn more at use expressions in flow actions.
Predefined column mapping
The following tables describe the predefined column mapping for the Zendesk and Dataverse connectors for Contact and Account.
Contact
Zendesk | Dataverse |
---|---|
id | contactid |
name | lastname |
emailaddress1 | |
phone | mobilephone |
organization_id | parentcustomerid |
id | msdyn_source_crm_id |
Static Value: Zendesk | msdyn_source_crm |
Calculated Value | msdyn_source_crm_url |
Created_at | createddate |
Account
Zendesk | Dataverse |
---|---|
name | name |
id | accountid |
id | msdyn_source_crm_id |
Static Value: Zendesk | msdyn_source_crm |
Calculated Value | msdyn_source_crm_url |
Created_at | createddate |
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