Install and configure the Zendesk Support - NetSuite integration app

Overview

Zendesk Support integration app for NetSuite enables companies to synchronize their NetSuite Customers, Contacts, Financials, and more with Zendesk, eliminating the overhead associated with dual-entry and maintenance between multiple systems.

Before You Begin

Before you begin installing the Zendesk Support - NetSuite integration app, perform the steps mentioned below.

1. Accomplish the steps mentioned in the prerequisites article.
2. Install the integrator.io and Zendesk Support bundles in NetSuite.
   1. Install integrator.io bundle in NetSuite.
   2. Install the Zendesk Support Bundle in NetSuite.
3. From your Zendesk account, navigate to Admin > CHANNELS > API > Settings, and Enable Password Access.

Install integrator.io bundle in NetSuite

1. In your NetSuite account, go to Customization > SuiteBundler > Search & Install Bundles.
2. In the Search bar, enter "Celigo integrator.io". Find Bundle ID 20038.
   
   
3. Click Install.

Install the Zendesk Support bundle in NetSuite

Prerequisite: In your NetSuite account, navigate to Setup > Company > Enable Features > CRM, and Enable Customer Support and Service.

1. In your NetSuite account, go to Customization > SuiteBundler > Search & Install Bundles.
2. In the KEYWORDS textbox, enter "Celigo Zendesk Connector" and then click Search. Find Bundle ID 80381.
   
   
3. Click Install.

Install Zendesk Support -NetSuite integration app

1. In integrator.io, go to integrator.io Menu (the Waffle icon) > Integration Marketplace >  Zendesk Support > Zendesk Support - NetSuite integration app.
   
   
2. Click Install. The integrator.io Dashboard page will appear and in that, you can see the Zendesk Support - NetSuite integration app tile is ready for setup.
   

   Note: If you see the Contact Sales button instead of the Install button, please reach out to your Account Executive to check the status of your integration app license.

3. On the Zendesk Support - NetSuite integration app tile, click Setup and go through the guided install process.
4. On the Zendesk Support - NetSuite integration app Setup page,
   1. For NetSuite Connection, Configure NetSuite Account Credentials.
   2. For Zendesk Support Connection, Configure Zendesk Support Connection Credentials.
   3. For Integrator Bundle, the Installed status will come automatically. This is because you installed the integrator.io bundle.
      

      Note: If you are seeing the Click to Install link, click the link and this will open the NetSuite login page. Login to NetSuite using your NetSuite credentials and the Click to Install will automatically convert to the Verify Now link. Now click Verify Now.

   4. For Zendesk Support Bundle, click Verify Now. This is because you installed the Zendesk Support bundle.
      

      Note: If you are seeing the Click to Install link, click the link and this will open the NetSuite login page. Login to NetSuite using your NetSuite credentials and the Click to Install will automatically convert to the Verify Now link. Now click Verify Now.

   5. For Zendesk Support App, install the NetSuite integration app.

Configure NetSuite Connection Credentials

1. On the Zendesk Support - NetSuite integration app Setup page, for NetSuite Connection, click Click to Configure;
2. In the NetSuite Connection dialog box, you can select either of the following authentication types
   1. (RECOMMENDED) Select Authentication Type as Token and also perform the following steps.
      1. Create access tokens for the NetSuite connection.
      2. Provide access tokens to the NetSuite connection.
   2. Select Authentication Type as Basic and perform the following steps:
      1. Enter your NetSuite email id and password and then click Validate. The button label changes to Validated and then you can select the desired values for Environment, Account, and Role.
      2. Click the Save button.

Configure Zendesk Support Connection Credentials

1. On the Zendesk Support - NetSuite integration app Setup page, for Zendesk Support Connection, click Click to Configure.
2. From your Zendesk account, navigate to Admin > CHANNELS > API > Settings, and Enable Password Access.
3. Click Test. The Connection is working fine message appears.
   

   Note: Ensure you have performed the steps mentioned in the Before You Begin section. Otherwise, you will be unable to connect to your Zendesk account.

Install NetSuite Connector app

1. In Zendesk Support, go to Admin > APPS > Marketplace to locate the Zendesk Support App.
2. In the Apps Directory page, search for the NetSuite Connector app using the Search bar.
3. Click the NetSuite Connector app icon and then click Install. The APP INSTALLATION window appears.
   
   
4. From the drop-down list box, select the appropriate Zendesk account and then click Install. The Apps Marketplace page appears.
5. In the Apps Marketplace page, enter the required details in the fields and then click Install. It takes a few seconds to install the app. A successful installation message is displayed in the top- right corner of the window. After successful installation, the app appears under Admin > APPS > Manage.