Znuny & Sage CRM Integration Extension – Sync Companies, Contacts and Cases

Summary: The Znuny & Sage CRM Integration Extension connects your help desk with Sage CRM, Sage’s customer relationship management solution. It synchronizes Companies, Contacts, and Cases, ensuring support and sales teams share the same data for a unified customer view.

Why This Integration Matters

Sage CRM is widely used by small and medium-sized businesses to manage sales, marketing, and customer service. Without integration, support and CRM data remain siloed, requiring manual updates and creating inconsistencies. The Znuny–Sage CRM Integration eliminates duplication and ensures smooth collaboration between support and CRM users.

• Unified data
  see Sage CRM Companies and Contacts directly in Znuny
• Case synchronization
  map Znuny tickets to Sage CRM Cases
• Activity tracking
  ticket articles become Sage CRM Communications
• Improved collaboration
  sales and service work from the same source of truth

What Does the Integration Offer?

The extension establishes a bridge between Znuny and Sage CRM objects.

• sync Znuny customers with Sage CRM Companies and Contacts
• create and update Sage CRM Cases from Znuny tickets
• log ticket articles as Sage CRM Communications (emails, calls, notes)
• sync ticket status updates into Sage CRM Cases
• record all synchronization steps in Znuny ticket history

Key Features:

• Company & Contact synchronization
  keep Znuny and Sage CRM aligned
• Case mapping
  Znuny tickets are mirrored as Sage CRM Cases
• Communication logging
  ticket conversations become CRM Communications
• Bidirectional updates
  status changes are reflected in both systems
• Role-based permissions
  control which agents can sync or escalate

Why Use Znuny–Sage CRM Integration?

This integration helps SMBs maximize their Sage CRM investment:

• 360° customer view
  agents see CRM data directly inside Znuny
• Efficiency
  eliminate manual re-entry between support and CRM
• Traceability
  link customer tickets with CRM Cases for full history
• Happier customers
  faster, more consistent support responses

Workflow Example

1. A customer submits a ticket in Znuny
2. The integration checks for a matching Sage CRM Contact or Company
3. If none exists, a new Contact/Company can be created in Sage CRM
4. The Znuny ticket is mirrored as a Sage CRM Case
5. Ticket articles are logged as Sage CRM Communications
6. Case status updates in Sage CRM sync back to Znuny

Prerequisites

• An available Sage CRM test instance (on-premise or cloud)
• Enabled Sage CRM REST API (for modern versions)
• For older Sage CRM deployments: available SOAP Web Services endpoints
• API user credentials with access rights for Companies, Contacts, and Cases
• Configured security roles in Sage CRM to allow API operations

Conclusion

The Znuny & Sage CRM Integration Extension connects your help desk with Sage CRM, synchronizing Companies, Contacts, Cases, and Communications. It enables SMBs to unify support and CRM processes, reduce duplicate work, and improve customer satisfaction.

Get started today and link your Znuny help desk with Sage CRM for a fully connected customer management experience.

FAQ

Which Sage CRM systems are supported?

Both modern Sage CRM with REST API and older versions with SOAP Web Services are supported.

Which objects are synchronized?

Companies, Contacts, Cases, and Communications.

Do I need a test instance?

Yes. Customers must provide a Sage CRM test environment for configuration.

Which APIs are required?

Sage CRM REST API (modern) or SOAP Web Services (older systems).

Does the integration work both ways?

Yes. Updates flow both from Znuny into Sage CRM and from Sage CRM back into Znuny.