The Organization Sync flows in the Zendesk Support - NetSuite integration app keep NetSuite customers and Zendesk organizations in sync. NetSuite customers sync to Zendesk as organizations in real time, and Zendesk organizations sync to NetSuite as customers on a schedule. Use this article to turn on either direction and to understand which customers sync and when.
Sync NetSuite customers to Zendesk organizations
- Open the Zendesk Support - NetSuite integration app, and go to Flows > Organization Sync.
- Turn on NetSuite Customer to Zendesk Organization Add, NetSuite Customer to Zendesk Organization Update, or both.
From then on, each time you create or edit a customer in NetSuite and save it, the flow sends it to Zendesk as an organization. The organization shows the customer's NetSuite ID. If a record fails, the error appears in the integration app's dashboard.
Customers that existed before you turned on the flow
Existing NetSuite customers don't sync when you install the integration app or turn on the flow. Each existing customer syncs the next time it's edited and saved in NetSuite. To sync many existing customers without opening each one, use a mass update. For steps, see Trigger syncs from NetSuite scripts, workflows, and mass updates.
Contacts that sync with their customer
When a customer syncs, its contacts also sync to Zendesk as users if NetSuite Contact to Zendesk User Add is turned on. If that flow is off, the contacts don't sync. Because the contacts are part of the customer record, the dashboard shows only the customer flow's run, not a separate contact run.
Sync Zendesk organizations to NetSuite customers
- In the integration app, go to Settings > Organization Sync.
- Select Sync all Zendesk Organizations as NetSuite Customers, and then select Save.
- Go to Flows > Organization Sync, and turn on Zendesk Organization to NetSuite Customer Add, Zendesk Organization to NetSuite Customer Update, or both.
The flows run on their schedule. To sync right away, select Run next to the flow. Each synced organization appears in NetSuite as a customer.
To limit which NetSuite customers sync, or to change how often the Zendesk to NetSuite flows run, see Customize Zendesk Support - NetSuite flows.