Zendesk to SimPRO Installation

Zendesk to SimPRO Installation and Overview Guide


This is a user guide to walk you through some of the basic functionalities of the SimPRO by SyncEzy extension for Zendesk.  The functionality of the app, the configuration details, settings and support information is listed below.


  • Create a New QUOTE or a New JOB or Convert a QUOTE to a JOB in simPRO.

  • Link ticket to an existing JOB or QUOTE in simPRO. The ticket URL and Zendesk ticket ID will be in the Activity Timeline of the Quote/Job.

  • Transfer ticket information to the Quote/Job such as the description, ticket ID and automatically lookup the Customer and Site in simPRO.

  • Creates new customers if not found in simPRO using the email address from the Zendesk ticket. A Default Site is assigned if no Sites are found against the customer.

  • simPRO Multicompany support. Choose the company from the dropdown list to send a Quote/Job to that company in simPRO.

How to Install

  1. Go to your admin page in the Zendesk account (url-prefix.zendesk.com/admin/home)

  2. Click on Apps and Integration in the side bar

  3. In the top right corner, click on Marketplace

  4. In the “Filter apps” textbox on the left, search for “SimPRO by SyncEzy”.

  5. Select the app once you find it. Once you’re in the page, click on Install.

  6. The app should now be installed in your account. Go back to the location mentioned in step 1 and 2 and you should now see the app under “Currently Installed”.

You can also go to the Zendesk marketplace link directly: https://www.zendesk.com/marketplace/apps/support/848031/simpro-by-syncezy/

Configuration Details



This will be populated automatically. The Title should be SimPRO Integration by SyncEzy.

Admin Email

Enter the email address of the administrator user. Alternatively, you can also enter the email of anyone in your organization. This will help us to communicate with you.

Default Site ID

Here you need to set the Default Site ID to create a Quote or a Job. A Site and a Customer are mandatory fields for creating a Quote or Job. In the event the Customer does not have a Site, the Default Site configured will be linked to the Quote/Job instead.

You will need to create a default site in simPRO, retrieve the Site ID and then add the ID in this field. You can also choose another Site if you wish, simply add that Site’s ID in this field.

Note: In the event you have a Multi-company setup, you will need to enter multiple site IDs separated by a comma. For example, in Company A the default site ID is 1234 and in Company B the default site ID is 9876. So the value here will be 1234,9876.

SimPRO Domain Prefix

This is used to connect your Zendesk account with your simPRO build URL.

For example, www.syncezy.simprosuite.com. In this example, we choose “syncezy” as the value to enter.

Multi Company

This field is used to enable Multi Company syncing. Only “Yes” or “No” are acceptable values. Type Yes if you want to configure simPRO Multi Company, Type No if you don’t or if you have a single company.

SimPRO Companies

If you don’t have a multi-company setup, enter 0 - company name here (eg. 0 - SyncEzy). If you wish to link only one company, you will need to enter the company ID - company name (eg. 4 - SyncEzy).

If you have a multi-company setup in simPRO, enter in this format: company ID - company name (eg. 6 - SyncEzy). For more companies, add the same with a comma separator (eg. 6 - SyncEzy, 7 - Zoho,..., etc). 

simPRO Company IDs can be found by going to simPRO > Setup > Company

Note: Avoid using commas and dashes in the company name as these are specifically used as delimiters.


To generate the SimPRO API key, go to Setup > API > Applications > Create Application. The values will be as follows:

Company: <Your Company Name>

Name: SimPRO Integration by SyncEzy

Redirect URI: /oauth2/accessCode (leave it as it is)

Email Address: <Your Email>

Description: SimPRO Integration by SyncEzy API Key

Notes: <blank>

Authentication Method: API Key

Click Create. You will see an “Access Token” at the bottom of your created key. This value should be copied and pasted into the SimPRO API Key section of this configuration.

Default Customer Type [Companies/Individuals]

In this option, you have to set the value as Companies or Individuals. This defines the customer type to be created from the extension, Company Customer or Individual Customer.

Default Project Type [Service/Project]

In this option, you have to set the value as Service or Project. This defines the Quote/Job type to be created from the extension, a Service Quote/Job or Project Quote/Job.

Create Customer in SimPRO if Email not found

When you disable this checkbox, the extension will link the default customer ID from the below setting if the customer's email is not found in Customers/Contacts. If this checkbox is enabled, the extension will create a new Customer for you depending on your Default Customer Type setting with some basic details such as Name and Email.

Default Customer ID

Add a default Customer ID as a fallback if the "Create Customer in SimPRO if Email not found" option is unticked. This will link this customer as a default if the Customer/Contact email is not found in SimPRO.

For Multi-company configurations, enter the default customer IDs of each linked company separated by a comma. Example, Company ID 1 has a default customer ID 1234 and Company ID 2 has a default customer ID 4567. Enter 1234,4567 as the value in this box if you entered 1 - Company Name, 2 - Company Name in the SimPRO Companies setting.


The description field can be left as is. This field is used to prepopulate information on how to enter your configuration, a simplified version of this guide.

Enable Role Restrictions

If you want to restrict the users who see this application, tick the “Enable Role Restrictions” checkbox and choose the roles you want to restrict. 

Note: This will have to be given to the “Admin” role at a minimum.

Enable Group Restrictions

This option is used if you want to select the user groups that should have access to this app.

Handy Tips

  1. The extension will give you an error if something is wrongly entered in the configuration.

  2. In case of any changes in the configuration, press Ctrl + Shift + R (Windows) or Command + Shift + R (Mac).

Have a support question?

We offer three support channels: 

Chat - Live Chat (24x5 support) from within your integration portal.  

Phone - #1 for Support
AUS: +61 2 9136 9448 
NZ: +64 9 303 2999 
UK: +44 203 670 1109
US: +1 720 500 9302