Nieuw
Patronwell
CRM panel for Dynamics 365: the requester's contact, account, opportunities and cases on the ticket.
Werkt met
Support
Ontwikkelaar
Great Work LLC
About this app
Dynamics 365 accounts, contacts and open opportunities next to the ticket, with a guided setup that takes minutes. Patronwell finds the requester's Dynamics 365 contact by every email address on their Zendesk profile and shows their account, open opportunities with value, close date and sales stage, recent phone calls, emails, meetings, tasks and notes, and cases if you use Dynamics 365 Customer Service. Agents you allow can create the contact, add a note, or log a phone call or task, each confirmed first and recorded on the ticket as an internal note.
Patronwell is built by Great Work LLC. It is not made, endorsed or sponsored by Zendesk or Microsoft. Microsoft, Dynamics 365, Dataverse and Microsoft Entra are trademarks of the Microsoft group of companies.
The CRM record in the ticket
- Matched automatically by every email address on the requester's Zendesk profile, against all three email fields on Dynamics 365 contacts.
- Contact and account details, each with up to 10 Dynamics 365 columns you choose.
- Open opportunities with value, close date (highlighted when near or past), sales stage and owner.
- Recent activity: phone calls, emails, appointments, tasks and notes, newest first.
- Cases with status, priority and case number when your environment has Customer Service.
- Organization profiles show the matching account, found by the organization's domains or its name.
- No contact yet? Patronwell shows the account that uses the requester's domain. Every record links into Dynamics 365.
Actions with a confirmation and a trail
- Create a contact for a new requester, linked to the matched account. Patronwell checks Dynamics 365 again first and runs your duplicate detection rules, so it never creates a duplicate.
- Add a note to the contact or the account. Only what the agent writes and a link to the ticket go to Dynamics 365, never the ticket conversation.
- Log a phone call (made or received, marked completed) or create a task with a due date, regarding the contact or the account.
- Every action says exactly what will change, then adds an internal note and a tag (such as
patronwell_note) to the ticket. - You decide who may act: every agent by default, or admins, custom roles or groups you list. Each action type can be switched off.
Guided setup, least privilege
Patronwell signs in with your own Microsoft Entra app registration and a Dataverse application user. The setup guide lists every privilege of a dedicated "Zendesk panel" security role (read customer records, create contacts, notes and activities, nothing else), and the setup check in the sidebar tests each step live and tells the admin exactly what to fix. Patronwell refuses to run as a System Administrator or with any role that can change security.
Plans (billed monthly by Zendesk)
Standard: $12 per agent per month, every feature. 14-day trial; Zendesk asks for a card at install and billing starts when the trial ends unless you uninstall.
Your data
The client secret is stored as a Zendesk secure setting and never reaches the agent's browser: Zendesk adds it on the way to Microsoft, and only to login.microsoftonline.com. Microsoft then issues a short-lived access token that the sidebar keeps in memory, limited to the security role you gave the application user. Dynamics 365 data is read live while the sidebar is open and is never copied, stored or exported. Patronwell has no Great Work server, sends nothing to Great Work or anyone else (not even usage statistics), does no background work and uses no AI. Writes happen only when an agent confirms one, on one ticket.
Supported: Dynamics 365 Sales, Customer Service and other Dataverse-based apps on the commercial cloud and GCC, in every region.
Support
Email hello@greatwork.company. We reply within one business day.
Informatie over app
Installatie-instructies
- Register an app (a Microsoft Entra admin): Microsoft Entra admin center > Identity > Applications > App registrations > New registration. Name it "Zendesk panel", choose "Accounts in this organizational directory only", leave Redirect URI empty, Register. Copy the Application (client) ID and Directory (tenant) ID from Overview. Then Certificates & secrets > Client secrets > New client secret (24 months) and copy its Value right away. No API permissions are needed.
- Create the "Zendesk panel" security role (a Dynamics 365 or Power Platform admin): Power Platform admin center > Manage > Environments > your environment > Settings > Users + permissions > Security roles > New role, name "Zendesk panel", business unit at the top. Grant only: Contact Read (Organization), Create (User), Append (User), Append To (Organization); Account Read (Organization), Append To (Organization); Opportunity Read (Organization); Activity Read (Organization), Create (User), Append (User), Write (User); Note Read (Organization), Create (User), Append (User); User Read (Business Unit); Security Role Read (Business Unit); and Case Read (Organization) if you use Customer Service. Save.
- Add the application user: same Settings > Users + permissions > Application users > New app user > Add an app > pick "Zendesk panel" > choose the business unit > Security roles: "Zendesk panel" only > Create. Never give it System Administrator: Patronwell refuses to run with it.
- Install Patronwell from the Zendesk Marketplace. The 14-day trial starts now; Zendesk asks for a card and starts billing ($12 per agent per month) when the trial ends unless you uninstall.
- Fill in the settings: Dynamics 365 environment is the part of your environment URL before .dynamics.com (for https://contoso.crm4.dynamics.com enter
contoso.crm4), then the tenant ID, client ID and client secret. The secret is a secure setting: agents never see it and Zendesk only sends it to login.microsoftonline.com. - Choose Who may take actions (
agentfor everyone, the default, oradmin, custom role ids, orgroup:<id>) and switch off any action you do not want. Optional: extra contact and account columns to show. - Open any ticket as an admin. If anything is missing, Patronwell opens its setup check, tests every step live and names the exact fix. When all steps pass, agents see the requester's contact, account, opportunities and activity.
Patronwell creates nothing in your Zendesk account at install. It adds internal notes and patronwell_* tags to tickets only when an agent takes an action; they stay if you uninstall. Uninstalling deletes the stored secret; also delete the client secret and the application user in Microsoft.
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