The Financials Sync flows in the Zendesk Support - NetSuite integration app copy a NetSuite customer's financial summary to the matching Zendesk organization or user, so agents can see a customer's balance and credit status while working a ticket. The flows run on a schedule and send header-level values only, not transaction lines. This article covers which values sync, how to turn on the organization and user flows, and where agents see the data in Zendesk.
Financial values that sync
The flows sync these NetSuite values to custom fields in Zendesk:
| NetSuite field | Zendesk field |
|---|---|
| Credit Hold | Credit Hold |
| Credit Limit | Credit Limit |
| Account Balance | Account Balance |
| Account OverDue Balance | Account OverDue Balance |
| Days OverDue | Days OverDue |
| Unbilled Orders | Unbilled Orders |
The customer's currency also syncs.
Sync financials to Zendesk organizations
- Open the Zendesk Support - NetSuite integration app, and go to Flows > Financials Sync.
- Turn on NetSuite Customer Financials to Zendesk Organization.
The flow runs every 15 minutes by default. To run it now, select Run. To change the schedule, see Change a flow schedule.
Sync financials to Zendesk users
For NetSuite customers of type individual, which sync to Zendesk as users, the financials flow is hidden until you turn it on.
- In the integration app, go to Settings > Financials Sync, select Show Financial flows for NetSuite Customer [Individual], and then select Save.
- Refresh the page, and then go to Flows > Financials Sync.
- Turn on NetSuite Customer Financials to Zendesk User.
View financials in Zendesk
After the flow runs, the financial fields appear on the Zendesk organization or user. Agents also see them in the NetSuite details sidebar of a ticket. To choose which NetSuite fields appear in the sidebar, select customize in the sidebar.