ZenDesk to Microsoft CRM integration password change

Changing your password in ZenDesk may affect your Microsoft CRM integration

 if you are to upgrade or change the password that you utilise in your ZenDesk system for the account that has been set to synchronise data with the Microsoft CRM platform, you will notice that the synchronisation may not function correctly or may only perform a one-way synchronisation. 

You will remember from the instructions that you likely followed in your initial configuration:  

 that part of these configuration settings is to set up your password and username in the SETTINGS / ZD Personal Settings –  area of your Microsoft CRM system.

 Below is an extract from the vendor’s configuration portal found here

Step 2: Setting up new security roles

The Zendesk integration introduces two new security roles to Microsoft Dynamics CRM that must be assigned before you can proceed to the next step:

  • Zendesk – Read configuration settings – grants the user  access to Zendesk ticket details in read-only mode  To gain access to create/edit Zendesk tickets functionality directly from Microsoft Dynamics CRM, these users must have a valid Zendesk liecense and enter their own personal Zendesk credentials on the ZD Personal Settings page.
  • Zendesk administrator – grants access to the global Zendesk Settings page and the Zendesk Entity mappings .  Have full access to create/edit Zendesk tickets directly from Microsoft Dynamics CRM.

By default, all users can view Zendesk ticket information in Microsoft Dynamics CRM if the panels are enabled.

To enable the roles, do the following:

  1. In Microsoft Dynamics CRM, select Settings System Administration Users .
  2. In the Users page, click New if you need to add new users. 
    If you are editing a list of existing users, select the user you want to modify and click on the Manage Roles button.
  3. In the Add Users dialog box, select the role for the group you want to configure. 
    The two new roles created by the Zendesk integration are at the bottom. Click Next to select and assign the users to a particular role and to send email invitations.  Make sure you give yourself the Zendesk administrator role for now so you can complete the setup.

Users are now configured to use the Z endesk for Microsoft Dynamics CRM integration!  If you have pre-existing users, you can simply add the appropriate roles to each of your uses.

Note: For users with the Zendesk – Read configuration settings permission, they can individually add their own credentials by navigating to Settings->ZD Personal Settings in Microsoft Dynamics and clicking the New button to add credentials. Enter the Zendesk User ID andPassword then save the record and it will be applied when they access Zendesk tickets. The password will be encrypted so others cannot see the value. 

The e-mail address for one or more recipients is either blank or not a valid e-mail address

The message cannot be sent to all selected recipients. 

When running a workflow / process in Microsoft CRM, you receive a message that looks like this:

The e-mail address for one or more recipients is either blank or not a valid e-mail address

The e-mail address for one or more recipients is either blank or not a valid e-mail address

The Cause

This error message is a little misleading as it points to an email address problem. As the title of the error suggests, the problem could be from:

1. A blank email address.

2. An email address with an error, such as a “.” at the end of it:

3. The more likely one is that the contact or account record associated with the flow has a setting to 

MS CRM e-mail do not allow

E-mail Do Not Allow.

This setting will prevent any workflows in CRM from running and sending email messages.

The Solution

The fix is easy… just change the setting back to allow. Then save the associated record.

You then need to restart the stalled process or workflow.

Screenshot 2015 03 17 15 24 13

CRM Resume Workflow

MS CRM The length of the 'messageid' attribute of the 'email' entity exceeded the maximum allowed length of '100'.

I had noticed that this error was logging in the Application log of our CRM server very often.


#9628 – An error occurred while delivering the e-mail message with subject "FW: Undeliverable: Read: " in mailbox for delivery to http://localhost/CRM. System.Web.Services.Protocols.SoapException: Server was unable to process request.
   at System.Web.Services.Protocols.SoapHttpClientProtocol.ReadResponse(SoapClientMessage message, WebResponse response, Stream responseStream, Boolean asyncCall)
   at System.Web.Services.Protocols.SoapHttpClientProtocol.Invoke(String methodName, Object[] parameters)
   at Microsoft.Crm.Sdk.Proxy.CrmService.Execute(Request Request)
   at Microsoft.Crm.Tools.Email.Providers.CrmPollingMailboxProvider.DeliverMessageInternal(EmailMessage emailMessage)
   at Microsoft.Crm.Tools.Email.Providers.ExchangePollingMailboxProvider.DeliverMessageInternal(EmailMessage emailMessage)
   at Microsoft.Crm.Tools.Email.Providers.CrmPollingMailboxProvider.DeliverMessage(EmailMessage emailMessage)
   at Microsoft.Crm.Tools.Email.Providers.CrmPollingMailboxProvider.Run()\r\n
  A validation error occurred.  The length of the ‘messageid’ attribute of the ’email’ entity exceeded the maximum allowed length of ‘100’.

The solution was to customize the Email Entity.


The Email Entity



Attributes: messageID


Change the Message Maximum Length to 250


Save and Close


Then Publish


Although this fix will not track all messages of any length, it will help.