Zoho Desk to SimPRO Overview and Setup Guide

Zoho Desk to Simpro (CRM Integration Users) Overview and Setup Guide


Summary


This is a user guide to walk you through some of the basic functionalities of the Zoho Desk to Simpro extension, an overview on how to install and setup the extension and to detail functionalities of the extension.


Note: This extension is only available to use for customers who have subscribed to SyncEzy’s Simpro-Zoho CRM integration. If you do not have this subscription, please go to our Zoho Desk to Simpro (Standalone) guide.

Functions

Overview

  • 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. Ticket information and link is stored in the Activity Timeline of the Quote/Job.

  • Transfer ticket information to the Quote/Job such as the description, due date, automatically lookup and link the Customer and Site in Simpro.

  • Searches the email from the Zoho Desk ticket in the CRM Accounts module and fetches the Simpro customer record. If the record is not found in Accounts, the customer is searched for in the CRM Contacts module (Individual Customer or parent of Customer Contact)

  • Sites will also be checked against the customer record in CRM, and associated with the Quote/Job. If there are no sites found, a default site is associated.

  • Creates new customers if not found in Simpro using the email address from Desk (optional).

  • Simpro Multi-company support. Choose the company from the dropdown list to send a Quote/Job to that company in Simpro.

  • Update the Simpro Quote Status based on Desk Ticket Status.

  • Choose the Simpro Site associated with the customer

Workflow chart



Installation and configuration details

The extension can be installed from the following links:

General Settings


Once installed, you will be prompted to select the Department and Profiles to whom this extension will be visible. Choose the options you want, agree to the terms of use and click Install.



Authorise Zoho account


Once the extension is installed, it will take you to the Extension details screen.


You will get a popup on the top right corner asking you to authorize your account for Zoho OAuth service. Click on Authorize and accept the permissions requested in the window that opens.


You should get a success message in the corner when this is done.




Configuration Details

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.


This field is used to fetch the Site associated with the Contact when creating a Quote or Job. The extension will search for the Site under the related list and link the found Site under the Contact. If there are multiple sites, the first Site found will be linked. If there is no site linked with Contact, the extension will use the Default Site.


You can find the API name by going to CRM > Setup > APIs > API names > Contact > Related List.


This field is used to fetch the Site associated with the Account when creating a Quote or Job. The extension will search for the Site under the related list and link the found Site under the Account. If there are multiple sites, the first Site found will be linked. If there is no site linked with Account, the extension will use the Default Site.


You can find the API name by going to CRM > Setup > APIs > API names > Account > Related List

Simpro Sub Domain


This is used to connect your Zoho Desk account with your Simpro build URL.

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

Simpro API Key

The Simpro API Key setting helps us to communicate with Simpro. Navigate Simpro->Setup->API->Application > Create Application. Enter the following values and click Save: Company: <Your company name> Name: Zoho Desk Authentication Redirect URI: https://desk.zoho.com / https://desk.zoho.com.au / https://desk.zoho.eu (depending on your Desk domain) Email Address: <Your Email Address> Description: Client application for Desk-Simpro Authentication method: API Key
You have to copy the Access Token generated and paste it into this field in the configuration. You can also write to support@syncezy.com if you need help with this.

Simpro Companies


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


If you have multi-company 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.

Sync to Quotes


This setting is only used if you chose to sync your Simpro Quotes into the Quotes module in Zoho CRM instead of the Deals module. This will give you an additional option in the extension called "Opportunity Number", so that you can link the Quote to a Zoho Deal. 
Only Yes or No are acceptable values. By default, the value is No.

Default Customer Type

This setting is used to determine whether the extension should create a Company or Individual customer. Only Company or Individual are acceptable values.

Multicompany

This setting is used to toggle Multi-company on or off. Only Yes or No are acceptable values. If you choose Yes, you'll need to ensure that you have entered comma separated values in the Default Site ID and Simpro Companies settings.

Default Project Type

This setting is used to determine whether the extension should create a Service or Project Quote/Job. Only Service or Job are acceptable values.

Extension Fields

This is an internal setting to ensure your CRM and Desk are linked. Only Yes or No are acceptable values. If your Contact/Account Related List settings from above contain the "szs__" prefix, the value will be Yes. If not, the value will be No.

Create Customer Check

This setting is used to determine whether you want the extension to create new Customers for you from Zoho Desk to Simpro. Only Yes or No are acceptable values. If the value is Yes, a new customer will be created if the email cannot be found in Zoho CRM with a Simpro ID. The type of Customer created is based on the Default_Customer_Type setting. Basic details such as the Name, Email and Phone will be transferred from Zoho Desk to the newly created Customer. If the value is No, no customer will be created but a Default Customer ID must be entered in the next setting.

Default Customer Id

This setting is only used if the Create_Customer_Check value is "No". Any newly created Quote/Job will be linked with this default Customer and the default Site.

Update Simpro Status from Desk[Yes/No] 

To enable the syncing of statuses between Zoho Desk and Simpro, select “Yes” as the option. Note: This will only work if the Desk status and Simpro status are worded exactly the same. It is not possible to associate different Desk statuses and Simpro statuses. For example – if you want to update the stage to “Quote: Converted to Job” in Simpro, your ticket should also have the status “Quote: Converted to Job”. There will be an “Update Status” button in the extension to send the update to Simpro. 

Final Touches

Your configuration page should look similar to this after it is done. It may vary depending on your inputs.
Your configuration page should look similar to this after it is done. It may vary depending on your inputs.  
Click on the  logo in any ticket to view the extension and to start using it.

Without Multi-company  



With Multi-company  



 


 

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

Email - support@syncezy.com

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