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Integration with ZOHO CRM



FAQ's :  Applicable for Zoho CRM

Note : We mentioned ManageEngine ServiceDesk Plus MSP as MSP SDP

What are the data that will be synced between ZOHO CRM and MSP SDP ?
--> We sync Accounts (MSP SDP) to Accounts (ZOHO CRM)
--> Requesters (MSP SDP) to Contacts (ZOHO CRM)
PS : Account Details and Requester details are one way sync (only CRM's data will be added or updated to MSP SDP) 

How does the sync works ?

Following are the methods in which the Sync will happen :

Account's Sync :
  • If MSP SDP has exact Account Name as that of CRM's Account Name , then CRM data will be overwritten in MSP SDP. (Note : Address details will be overwritten in MSP SDP).
  • New Account from CRM (which is not in MSP SDP) will be added to the Action Page for the first time alone. Customers should map the Account's according to their requirements (Add / Update with the existing accounts in MSP SDP).
  • Once an Account is mapped to a CRM Account, that Account Name will be removed from the Mapping MSP SDP list (Action Page).
This is to make sure that the data is mapped with MSP SDP and CRM is correct. Refer Actions page for further details.

Note : Only for the first time after saving the configuration , you will get an alert message which says "Some accounts are not mapped after initial Sync. Please click here to Sync". (Action page)
Please map the account details from this page to avoid data mismatch. After this operation any account added in the ZOHO Apps., will be directly added to MSP SDP.

Requester's Sync :
  • If the Contact is not present in MSP SDP, then he will be added directly under the specific Account.
  • If the Contact's Email address is already mapped, then the data will be overwritten.
  • If Contact has no Account Name, then he will not be created in MSP SDP.
  • If Contact has Account Name and he has no Account's Site, then a requester (Contact) will be created in MSP SDP under that Account's Default Site.
What happens if requester is already available in MSP and while sync is initiated ? 
-> It will update if any new details for that requester is present. It will follow the below flow and update the details, no data loss will happen.
- Compare requester's (Contact) email ID in ZB - MSP and do add / update operation.

What happens if an email address is associated to wrong Account's Requester in MSP SDP ?
--> CRM Contact's (requester) data will be created again under the CRM mentioned Account Name in MSP SDP.

What happens if we add new account in CRM ?
--> It will be added to MSP SDP as per the Sync scheduled interval.

What happens if we update some details in CRM ? 
--> It will be pushed in the next sync to MSP SDP.

What happens if we update some details in MSP SDP alone ?
--> Account Details and Requester details are 1 way sync (only data will be get from CRM and Add / Update will happen) 

What happens if we delete the data from MSP alone ? or  What happens if we delete the data from CRM alone ?
--> Delete operation is not supported.

What will happen if sync is disabled and re-enabled ? 
--> Sync will start again and old details will be updated if any changes is there and new differential data will be added to MSP SDP.

What will happen, if sync is done initially by  X (ZOHO ID's AuthToken) and then again we sync with Y ZOHO ID's AuthToken ? 
--> Sync will start again. If Account A is created using X ID and if we use Y ID and Account A created again in CRM, we will map the details with the existing Account Name in MSP SDP and do Add / Update Operation.

What happens if requesters don't have site name in CRM ? 
--> Requester will be created under the default site of that Account in MSP SDP.

What happens if requesters don't have Account Name in CRM ?
--> Those requesters will not be created in MSP SDP.

What happens if sync is failed in middle for some reason ? 
--> We will store the failed data in a text file for reference.

Whether we create new departments if requester department is mentioned in CRM ? 
--> We will check the department name in CRM. If it is in MSP , we will put it under that department else we will put the user under default department (General). (We won't create departments in MSP SDP)

Will you consider Account and Requester additional fields? 
--> Yes, we will consider it. Currently, we need to add CRM additional fields in the file manually and it will be reflected in the integration configuration page.

How to disable the integration ?
--> Click on the Enabled button again in the integration page for the same. You need to disable the integration for every modules (Account , Requesters) separately.

How many calls will be sent from MSP to CRM ? 
--> Two calls per sync to get Account and Requesters (Contacts) Details. An API call will provide 200 rows (Accounts + Requesters = 400 rows). 

How to generate Authtoken ?
--> Please login to your ZOHO Account.

How to differentiate Accounts and Requesters which are created through ZOHO CRM in MSP SDP ?
--> In Account Details page (MSP SDP) description area will show the message "Account Created from ZOHO CRM".
For Requesters, VIP icon will be enabled and the VIP image will be shown near the name.

What happens if ZOHO CRM and Books / Invoice integrations are enabled ? What happens if both has same Account Names and push the same to MSP SDP ?
--> If CRM sync is at 10:00 A.M and Books Schedule is at 11:00 A.M, now the 11:00 A.M data will overwrite the existing details.

How to sync with a new ZOHO Account again ?
--> Existing data cant be removed from the MSP SDP database. However you can start this integration from a new ZOHO account by just deleting a folder in your installation and replace it with a new one. 
For ZOHO CRM : Delete the folder "ZOHOCRM" present under <ServiceDeskPlus_MSP_Home>\plugin -> ZOHOCRM
--> Shut down and Start the ServiceDesk Plus MSP Service without fail once.

What is the recommended time period for sync to happen ?
--> Please schedule the sync during your Business non-operational hours.

Please contact our support at sdpmsp@manageengine.com for further assistance or feedback.



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