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.
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.