So you’re considering setting up an integration between your CRM and helpdesk - good for you! This is a critical integration to have, so your sales and support teams can share key client data to work better and smarter.
Your first decision will be what tool to use to setup your integration. You probably already know Zapier, but you do have other options, and its important to know the differences before you commit.
We’ll take a look at the differences between Zapier and Import2 Wizard. Both tools allow you to setup an integration between helpdesk and CRM tools (such as HubSpot, Intercom, Zendesk, Salesforce, and many more). However, there are some key differences in the functionality, limitations and support that you can get with each option.
Triggers vs. stable sync
As you probably already know, Zapier works by triggers (some action in your database). This is the foundation of any integration you can setup with this tool: Action A occurs, prompting Action B.
There are cases when a trigger is not the best solution, as there may be no actual action taking place but you still want to sync data. Take for example, if you setup your integration like this:
A new contact is created in your helpdesk, so it should automatically create a new contact in your CRM as well.
What happens to all the contacts that were in your helpdesk previously? If they are not already in your CRM, you are going to miss creating those, since there is no “action” taking place. They were already created.
Import2 Wizard is a tool that allows you to setup the integration exactly how you need it. If you need historical data synced, it can do that. If you need only data entered from today onward, it can do that too. The intent is that your integration brings over exactly what you need, where you need it, and you define that when you set up the sync.
So, when thinking about what you want to integrate, knowing if you want to sync historical information (contacts, tickets, and so on) is going to be an important consideration here.
What data is supported
This is crucial - what data do you want to see in each system? Common examples of data syncing between CRM & helpdesk are:
- Creation of contacts from helpdesk as new contacts in CRM
- Contact fields from CRM syncing to customer record in helpdesk (i.e. lifecycle stage, or subscription level)
- Ticket history added into CRM (i.e. seeing the actual ticket detail as historical activities/interactions on your contact record’s timeline)
When you have your list, check that the tool you select has support for that. Otherwise, you will not be able to get the data you need, where you need it.
Take for example Zapier’s integration between HubSpot and Zendesk. They allow you to add new contacts in either system, and update fields, but they do not currently support the sharing of ticket information into the contact record’s timeline in HubSpot.
Import2 Wizard does support the creation of a new activity entry if a support ticket is received in Zendesk, so that it appears as part of their history in the HubSpot timeline. This is critical if you want to see your shared clients’ complete relationship with your company all in one place.
It shouldn’t be the first consideration, but you’ll of course have to decide how much you’re willing to invest in the setup of the integration in order for it to work properly.
Zapier requires some setup of your tools in order for their “zaps” to work (specific requirements vary by tool). For example, if you want to setup a trigger based on new ticket creation from Zendesk, you must have a specific type of view in Zendesk setup prior in order for the “zap” to correctly grab the data.
Import2 Wizard takes a bit different approach. You don’t have to have any specific setup in the tools you use in order for the integration to work correctly. Instead, you work with an import specialist to communicate what you want, and they help set it up for you, so all you have to worry about is the results.
Zapier and Import2 Wizard both have great documentation to learn about the products and get help with common tasks.
Zapier also provides email support if you need help with specific questions.
Import2 Wizard also provides realtime chat support, so you can reach out while you’re using the tool if you need help.
This covers the basics between Zapier and Import2 Wizard as options for your CRM and helpdesk integration solution. If you’re keen to try it out, both tools offer their solutions for free to try it out!