FINAL POS For NetSuite

In8Sync DirectConnect

Directly Connecting NetSuite & Zendesk!

Zendesk is one of many robust In8Sync DirectConnect applications that seamlessly connect NetSuite workflows with CRMs like Zendesk.

Zendesk is natively built into NetSuite – the only required software for the integration. In8Sync’s simple solution bridges the gap with automatic
*Full API & file transfer bi-directional data sync.

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Zendesk | CRM NetSuite Connector Flows

Inbound Flows

Organizations | Zendesk -> NetSuite as Customers | Organizations that are created or updated in Zendesk can sync to NetSuite as Customers with the type set as a company. this means that any end user in Zendesk will be added as a contact to the company record in NetSuite. Although this flow is optional upon create/update from Zendesk. When an Organization is associated with a ticket, it will sync the Organization and End Users into NetSuite to be associated with the NetSuite case.

End Users | Zendesk -> NetSuite as Customers or Contacts | End Users that are created or updated in Zendesk as stand alone users (not associated with an organization), they can sync to NetSuite as Customers with the type set as a individual. If the End User is associated with an Organization in Zendesk it will sync into NetSuite as a contact on the company record. Although this flow is optional upon create/update from Zendesk. When an End User is associated with a ticket, it will sync the End Users into NetSuite to be associated with the NetSuite case.

Agents | Zendesk -> NetSuite as Employees | You can have Agents from Zendesk automatically created as Employees in your NetSuite account. Although this optional flow is not commonly used, it can be enabled at anytime.

Tickets | Zendesk -> NetSuite as Cases | Sync Zendesk tickets to NetSuite as Cases automatically. this includes assigning customers, contacts and employees. Additionally, it can sync all comments from Zendesk tickets as messages on the NetSuite Case.

Outbound Flows

Customers | NetSuite -> Zendesk as End Users | Manage your Zendesk End Users records as customers and contacts in NetSuite. This is an optional flow that can be enabled. It is much more common to sync End Users from Zendesk into NetSuite.

Employees | NetSuite -> Zendesk as Agents | Manage Zendesk Agents from the employee record in your NetSuite account. You can control the type of Agent permissions and passwords from NetSuite as well. This is an optional flow.

Cases | NetSuite -> Zendesk as Tickets | Automatically sync cases from NetSuite to Zendesk. This is useful for when Return Authroizations are created and need to be handled by a support team, or for any other reason when a transaction or customer ius created in NetSuite and needs to be handled by Zendesk Agents. Zendesk does not allow posting messages to the Tickets. Therefore, messages on NetSuite cases will not sync as comments on Zendesk tickets.

Zendesk NetSuite Integration Flowchart

Other Flows

Groups | Bi-directional between Zendesk <- -> NetSuite | Groups are synced as a custom record in NetSuite and used on employee records for Zendesk group assignments.

Out of the Box Capabilities

Fully Managed within NetSuite

  • Unlike other sync solutions which run on an external integration platform, In8Sync DirectConnect’s Zendesk app is natively built into and fully hosted in NetSuite, offering superior system performance, dramatically reducing the time and skill required to manage the system, and saving a lot of money.

Easily Configurable

  • Schedule and initiate integration flows
  • Setup new integration flows
  • Choose from pre-existing integration flows
  • Self service setup documentation provided

End Users (Zendesk Agents → NetSuite Customer)

  • End Users in Zendesk are either stand alone customers or attached to Organizations. End Users can create and manage their tickets in Zendesk
  • End Users can sync when created or updated, or only sync when an associated ticket is created or updated
  • Searches NetSuite by email address and/or phone for existing Customers

Agents (Zendesk Agents → NetSuite Employees)

  • Create/Update Zendesk Agents as NetSuite Employees

Cases (NetSuite Cases → Zendesk Tickets)

  • Create/Update Cases in NetSuite and have them sync to Zendesk
  • Syncs comments/messages
  • Sync in real-time or queued processing sync when there is high volume
  • Auto assign employees and customers

Self Service Management Dashboard

  • Ability to see integration statuses and activity
  • All Integration settings within NetSuite
  • All Logs within NetSuite

Customers (NetSuite → Zendesk End Users)

  • Create/Update Companies as organizations, along with Company Contacts as End Users attached to Organizations in Zendesk
  • Create/Update Individual Customers as End User in Zendesk
  • Can be synced in real-time as a user event or queued to sync when there is higher volume
  • Searches Zendesk by email address to find existing users
  • Control customer details from NetSuite
  • Automatically create/update customers into Zendesk from NetSuite eCommerce integrations and B2B integrations

Employees (NetSuite Employee → Zendesk Agent)

  • Control the creation and update of your Zendesk Agents directly from the NetSuite employee record
  • Sync in real-time or queued processing sync when there is high volume
  • Control Agent Type from NetSuite
  • Searches Zendesk by email address to find existing Agents

Groups (NetSuite Custom Record ← → Zendesk Group)

  • List of groups in Zendesk populate custom record in NetSuite
  • Custom Record list in NetSuite populates Groups in Zendesk\
  • Trigger manually in Sync Settings, sync daily or higher frequencies
  • Shows as Multi Select list in NetSuite on employee record for Agents
  • Bi-Directional
NetSuite to Zendesk Connector

No External Platform or Middleware

Zendesk offers superior system performance while dramatically reducing the TIME and SKILL required to manage; saving your business MONEY and RESOURCES.

While many other solutions run on an Expensive External Platform, aka an Middleware, In8Sync’s efficient DirectConnect bundles are natively built into and fully hosted in NetSuite.

In8Sync’s agile approach allows for More Money to be re-invested in New and Improved Products & Features

Benefits

Save TIME

Automatically sync data bi-directionally – ANY record becomes easy to view or download from NetSuite.

Save MONEY

Skip complicated and expensive options like 3rd party platforms, or middleware application. Our simple, cost-effective bundles are designed to map source API and EDI data directly into NetSuite.

Save EXPERTISE

Any authorized employee, regardless of their experience, can easily manage the bundle in NetSuite – rather than learning a new complicated system or another software.

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NetSuite to Zendesk Connector

Zendesk | CRM NetSuite Integration

Zendesk is a support ticket system designed with several user-friendly features for customers and for customer services reps. The IDC Application will incorporate the NetSuite Support Case Record with all of the available data fields from the Zendesk API associated with Tickets, Ticket Fields, Ticket Forms and all of the various endpoints related to tickets will be mappable in the IDC Application Configuration page as Ticket mappings. Additionally, Tickets in Zendesk can get assigned to employees and have customers associated with them. Customers and Employees should have their own flows between Zendesk and NetSuite. The Cases in NetSuite will also show the connections with Customers and Employees.

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In8Sync Support

Live Phone Support Hours: 8am-8pm Mountain Time
Email Support response within 24 hours

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