Escalate critical Zendesk tickets into Dynamics365 cases
Make urgent customer problems visible where escalation work is managed.
Trigger
New Zendesk Ticket
Triggers when a new ticket is created in a specified Zendesk view.
Action
Create Case
Creates a new case (incident) entity record in dynamics crm using the web api.
Why this helps
Critical tickets can remain buried in a support view while cross team action is needed.
- Makes escalations visible
- Clarifies customer impact
- Reduces missed urgent work
Setup
Build it in a few focused steps.
- 1Connect Zendesk and Dynamics365 once in the Notis portal.
- 2Create an automation named critical ticket escalation.
- 3Tell Notis to create a Dynamics365 case only when the ticket meets your urgency or impact criteria, including evidence and next steps.
- 4Pick the New Zendesk Ticket trigger and select a report channel.
- 5Test with one ticket that meets the escalation rule.
Questions about this workflow
Can escalation criteria be based on ticket content?
Yes. State the impact, urgency, customer, or keyword conditions in your instruction.
What happens to ordinary tickets?
Tell Notis to skip them and report only tickets that meet the escalation criteria.
When this happens · Trigger
Do this · Action
Supported Triggers and Actions
Notis builds workflows that link Zendesk to Dynamics365. A trigger fires from one place; an action lands in another.
Zendesk triggers
Dynamics365 actions
Recurring trigger
Notis starts this workflow on a schedule, such as daily, weekly, or during business hours.
Get all invoices action
Get all invoices action
Webhook trigger
Notis starts this workflow when an external tool or custom backend sends an HTTP request.
Create Account
Creates a new account entity record in dynamics crm using the web api.
New User Created
Triggered when a new user is created in Zendesk.
Create Case
Creates a new case (incident) entity record in dynamics crm using the web api.
New Zendesk Ticket
Triggers when a new ticket is created in a specified Zendesk view.
Create Contact
Creates a new contact entity record in dynamics crm using the web api.
Create Invoice
Creates a new invoice entity record in dynamics crm using the web api.
Create Lead
Creates a new lead entity record in dynamics crm using the web api.
Create Opportunity
Creates a new opportunity entity record in dynamics crm using the web api.
Create Sales Order
Creates a new sales order entity record in dynamics crm using the web api.
Connect any two apps with Notis in the middle.
Zendesk and Dynamics365, or any other combination from 1,000+ integrations.
When this happens · Trigger
Do this · Action
Save your first hour today.
7-day trial of any paid plan, with 20$ of usage included.
No card. Works with personal or business Dynamics365.