Update Dynamics365 cases from Zendesk follow-up
Keep one current case record as customer conversations evolve.
Trigger
New Zendesk Ticket
Triggers when a new ticket is created in a specified Zendesk view.
Action
Update Case
Updates an existing case (incident) entity record in dynamics crm using the web api.
Why this helps
Case records become stale when new support details remain only in Zendesk.
- Keeps case history current
- Reduces status ambiguity
- Makes escalations easier to review
Setup
Build it in a few focused steps.
- 1Connect Zendesk and Dynamics365 once in the Notis portal.
- 2Create an automation named ticket follow-up to case.
- 3Tell Notis to locate the related Dynamics365 case and add the new ticket summary, customer impact, and next step.
- 4Pick the New Zendesk Ticket trigger and select a report channel.
- 5Test with a ticket linked to an existing case.
Questions about this workflow
How does it find the related case?
Provide the matching clue in your instruction, such as a case number, ticket reference, or shared customer context.
Can it update only unresolved cases?
Yes. Tell Notis to skip closed cases unless the new ticket indicates a reopen request.
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
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