Note: We’ve renamed our SmartConnectors to Integration Apps.
Zendesk is popular with both B2B and B2C companies for providing service to their customers. B2B and B2C companies may use Zendesk differently due to the nature of their business. A B2C company such as an eCommerce company can have thousands of individuals as customers who are not associated with any Organization. In this release of the Zendesk - NetSuite integration app, we have added support in the integration app for B2C companies along with other enhancements.
The main features are:
- Zendesk User and NetSuite Customer [Individual] - Companies who primarily have individuals as customers maintain them in Zendesk as Users without associating with an Organization. Now you can sync such Zendesk Users who are not associated with an Organization to NetSuite Customers of type [Individual]. This is a bidirectional flow which allows you to sync NetSuite Customers [Individual] with Zendesk Users. If a Zendesk User is associated with an Organization then it will still sync as a NetSuite Contact associated with a NetSuite Customer [Company] which is associated with the Zendesk organization.
- NetSuite Employee to Zendesk Agent - Now you can automatically create NetSuite Employees as Agents in Zendesk. You can choose which NetSuite Employees should get created in Zendesk as Agents and you can also assign custom roles to these Agents directly from NetSuite. There is also an option to create all Support Reps in NetSuite as Agents in Zendesk.
- NetSuite Support Case messages to NetSuite Ticket Comments - We have changed the NetSuite Support Case messages to NetSuite Ticket Comments flow from a real-time to scheduled flow. This ensures that all messages including the ones created before the Case was synced to Zendesk as Ticket are sent to Zendesk. This flow also intelligently manages Zendesk’s rate limits. Zendesk does not allow more than 15 comments to be created in a ticket within 10 minutes. If there are more than 15 messages in a NetSuite Case, then the integration app syncs these messages to Zendesk in multiple batches.