This flow synchronizes the movement of Zendesk tickets into NetSuite Cases. When a Zendesk ticket is created, the ticket can be moved into NetSuite by triggering a data flow from the Integrator dashboard. The flow can also be scheduled to run at desired intervals. The ticket is associated with a user in Zendesk and in NetSuite, the case is associated with a user and also tied to the user’s company, i.e the customer record. The following images depict the creation of a ticket in NetSuite, triggering of the data flow and the export of ticket data into NetSuite.
Note: All Zendesk agents must exist in NetSuite as an Employee
Field Mappings
Some out of the box mappings are provided by default with the integration app. However, you can modify the mappings using the Mapping tool provided in the Integrator Settings section. The following table shows the two fields that have been mapped out of the box. There are other mappings that can be accessed and modified from the ‘Settings’ page.
| Field | Zendesk | NetSuite |
| Priority | Urgent | High |
| High | High | |
| Normal | Medium | |
| Low | Low | |
| Type | Problem | Problem |
| Task | Problem | |
| Question | Question | |
| Incident | Concern |
Create a ticket in Zendesk.
In the integrator Settings, ensure the appropriate flow is checked and saved.
Run the flow. The Run button (play icon) is enabled only after the setting is saved.
The integrator dashboard displays the status of the flow and errors if any. The flow takes a few seconds or minutes to export the data. The status is displayed as queued, in-progress and completed.
In NetSuite the ticket is displayed in the Cases section of the customer.