The Tickets Sync flows in the Zendesk Support - NetSuite integration app keep Zendesk tickets and NetSuite support cases in sync in both directions. NetSuite support cases sync to Zendesk as tickets in real time, and Zendesk tickets sync to NetSuite as support cases on a schedule. This article covers how to turn on each direction, what happens when the customer or user on a record is missing in the other system, and how ticket fields map to case fields by default.
Prerequisites:
- Every Zendesk agent must exist in NetSuite as an employee. To keep agents and employees in sync, see Sync NetSuite employees to Zendesk agents.
- If your integration app is on the Starter edition, the Tickets Sync flows aren't available until you upgrade. For steps, see Upgrade from the Starter to the Standard edition.
Sync NetSuite support cases to Zendesk tickets
- Open the Zendesk Support - NetSuite integration app, and go to Flows > Tickets Sync.
- Turn on NetSuite Support Case to Zendesk Ticket Add, NetSuite Support Case to Zendesk Ticket Update, or both.
Each time you create or edit a support case in NetSuite and save it, the flow sends it to Zendesk as a ticket.
Sync Zendesk tickets to NetSuite support cases
- In the integration app, go to Settings > Tickets Sync.
- Select Sync all Zendesk Tickets as NetSuite Support Cases, and then select Save.
- Go to Flows > Tickets Sync, and turn on Zendesk Ticket to NetSuite Support Case Add, Zendesk Ticket to NetSuite Support Case Update, or both.
Run is available only after you save the settings. The flows run on their schedule, and each ticket appears in NetSuite as a support case on the customer record that matches the ticket's organization.
When the customer or user is missing in the other system
Every ticket belongs to a Zendesk user, and every support case belongs to a NetSuite customer and, optionally, a contact. The Tickets Sync flows can create the missing records before they sync the ticket or case. Turn on each option under Settings > Tickets Sync:
- Create NetSuite Customer and Contact (if non-existent) while syncing Zendesk Ticket: If the ticket's user and organization don't exist in NetSuite, the flow first creates them as a NetSuite contact and customer, and then creates the support case.
- Create Zendesk Organization and User (if non-existent) while syncing NetSuite Support Case: If the case's customer and contact don't exist in Zendesk, the flow first creates them as a Zendesk organization and user, and then creates the ticket.
If an option is off and the record doesn't exist in the other system, the ticket or case doesn't sync, and an error appears in the integration app's dashboard.
Default field mappings
The integration app maps ticket priority and type to case priority and type out of the box. You can change these and other mappings in the flow's mapping.
| Zendesk priority | NetSuite priority |
|---|---|
| Urgent | High |
| High | High |
| Normal | Medium |
| Low | Low |
| Zendesk type | NetSuite type |
|---|---|
| Problem | Problem |
| Task | Problem |
| Question | Question |
| Incident | Concern |
To map a custom Zendesk drop-down to a NetSuite list field, see Map a Zendesk drop-down field to a NetSuite list field.
Sync attachments
To sync files attached to tickets and support cases, select either or both of these under Settings > Tickets Sync, and then select Save:
- Sync attachments in Zendesk Tickets to NetSuite Support Cases
- Sync attachments in NetSuite Support Cases to Zendesk Tickets
Comments and messages sync through their own settings and flows. For details, see Sync ticket comments and support case messages.