Project Description:
We want to integrate our Zendesk (see www.zendesk.com) Support website with our internal Microsoft Dynamics CRM 4.0. Zendesk offers a RESTful API to integrate with any other system, more of which can be viewed at http://www.zendesk.com/api/rest-introduction. Microsoft CRM Dynamics 4.0 offers a Web Services and SDK architecture in order to integrate with external systems. See http://msdn.microsoft.com/en-us/library/bb928396.aspx for more information.
There are several points of integration that will be required. It can be assumed that the customer exists both in Zendesk and in CRM. There will be a custom attribute that records the Zendesk Organisation ID in CRM, and a custom attribute on the contact that will record the Zendesk user ID.
At this stage of the project, we only need read only access to tickets from within CRM. A trigger (https://support.zendesk.com/entries/21592-trigger-conditions-and-actions), inside Zendesk, will call the Web Service and feed the ticket details in to the CRM cases.
You will be required to provide a brief scope of this project before commencing, touching on the workflows and the various bits of information that will be required to complete the project.
Out of scope of this project, and later on, will be updating CRM Cases and updating the corresponding ticket in Zendesk.
