The Zendesk Support - NetSuite integration app syncs customer, contact, employee, support case, and financial data between NetSuite and Zendesk Support. Support agents can see a customer's NetSuite financials, sales orders, and returns from inside Zendesk, and tickets and support cases stay in sync in both systems without duplicate entry. This article is for integrator.io users and support administrators who want to know what the integration app syncs, in which direction, and when, before setting it up.
Flows included in the integration app
The integration app groups its flows into categories. Each category has its own settings in the integration app, and you turn on only the flows you need.
| Category | Flow | Direction | Runs |
|---|---|---|---|
| Organization Sync | NetSuite Customer to Zendesk Organization Add | NetSuite to Zendesk | Real time |
| Organization Sync | NetSuite Customer to Zendesk Organization Update | NetSuite to Zendesk | Real time |
| Organization Sync | Zendesk Organization to NetSuite Customer Add | Zendesk to NetSuite | On a schedule |
| Organization Sync | Zendesk Organization to NetSuite Customer Update | Zendesk to NetSuite | On a schedule |
| User Sync | NetSuite Contact to Zendesk User Add | NetSuite to Zendesk | Real time |
| User Sync | NetSuite Contact to Zendesk User Update | NetSuite to Zendesk | Real time |
| User Sync | Zendesk User to NetSuite Contact Add | Zendesk to NetSuite | On a schedule |
| User Sync | Zendesk User to NetSuite Contact Update | Zendesk to NetSuite | On a schedule |
| User Sync | NetSuite Customer [Individual] to Zendesk User Add | NetSuite to Zendesk | Real time |
| User Sync | NetSuite Customer [Individual] to Zendesk User Update | NetSuite to Zendesk | Real time |
| User Sync | Zendesk User to NetSuite Customer [Individual] Add | Zendesk to NetSuite | On a schedule |
| User Sync | Zendesk User to NetSuite Customer [Individual] Update | Zendesk to NetSuite | On a schedule |
| Agent Sync | NetSuite Employee to Zendesk Agent Add | NetSuite to Zendesk | Real time |
| Agent Sync | NetSuite Employee to Zendesk Agent Update | NetSuite to Zendesk | Real time |
| Financials Sync | NetSuite Customer Financials to Zendesk Organization | NetSuite to Zendesk | On a schedule |
| Financials Sync | NetSuite Customer Financials to Zendesk User | NetSuite to Zendesk | On a schedule |
| Financials Sync | NetSuite Sales Order to Zendesk Organization/User | NetSuite to Zendesk | On a schedule |
| Financials Sync | Zendesk RMA to NetSuite Return Authorization Add/Update | Zendesk to NetSuite | Near real time |
| Financials Sync | NetSuite Return Authorization to Zendesk Organization/User | NetSuite to Zendesk | Near real time |
| Tickets Sync | NetSuite Support Case to Zendesk Ticket Add | NetSuite to Zendesk | Real time |
| Tickets Sync | NetSuite Support Case to Zendesk Ticket Update | NetSuite to Zendesk | Real time |
| Tickets Sync | NetSuite Support Case Messages to Zendesk Ticket Comments | NetSuite to Zendesk | Real time |
| Tickets Sync | Zendesk Ticket to NetSuite Support Case Add | Zendesk to NetSuite | On a schedule |
| Tickets Sync | Zendesk Ticket to NetSuite Support Case Update | Zendesk to NetSuite | On a schedule |
| Tickets Sync | Zendesk Ticket Time Tracking to NetSuite Support Case Time Tracking | Zendesk to NetSuite | Real time |
The flows for NetSuite individual customers are hidden until you turn them on in Settings: the four User Sync flows with Show data flows for NetSuite Customer [Individual], and NetSuite Customer Financials to Zendesk User with Show Financial flows for NetSuite Customer [Individual]. For details, see Sync Zendesk users with NetSuite contacts or individual customers and Sync NetSuite customer financials to Zendesk.
Real-time and scheduled flows
Real-time flows start automatically when you save a record: most flows that send data from NetSuite to Zendesk start when you create or edit a record in NetSuite and save it, and the time tracking flow starts when an agent saves time tracking on a Zendesk ticket. Scheduled flows run on a schedule that you can change, or when you run them manually. The organization, user, and ticket flows that send data from Zendesk to NetSuite are scheduled, and so are the financials and sales order flows that send data from NetSuite to Zendesk. For example, a new NetSuite customer appears in Zendesk within moments of saving, but a new Zendesk organization appears in NetSuite only after the next scheduled run.
Each pair of Add and Update flows can be turned on independently, so you can sync only new records, only changes, or both. A category can run in one direction only or in both directions.
How synced records are linked
The integration app links each synced record to its counterpart by ID. A Zendesk organization or user created from NetSuite shows a NetSuite ID field, and a NetSuite record created from Zendesk stores the Zendesk ID on its Custom subtab. The integration app uses these IDs to find the matching record on later updates.
Child records sync only after their parent is synced:
- A NetSuite contact syncs to Zendesk only if its NetSuite customer is already synced as a Zendesk organization.
- A Zendesk user syncs to NetSuite only if its Zendesk organization is already synced as a NetSuite customer.
Records without a synced parent aren't synced.
Editions
Customers onboarded from 2026 onward are provisioned on the highest tier, which includes every flow in this article. Customers on the earlier Starter edition don't have the Tickets Sync flows until they upgrade, and the Zendesk RMA to NetSuite Return Authorization Add/Update flow is also available only in the Standard edition. For details, see Upgrade from the Starter to the Standard edition.