You can adjust the Zendesk Support - NetSuite integration app's flows to fit your data: sync only test records during setup, filter which NetSuite records sync, change how often scheduled flows run, map Zendesk organization fields, and map custom Zendesk drop-down fields to NetSuite. This article is for integrator.io users who have the integration app running and need to change its default behavior.
Sync only test records during setup
While you set up the integration app, you can limit syncing to a few test records. In test mode, only records that have a field prefixed with your test mode text are selected for syncing.
- In the integration app, go to Settings > General.
- Select Enable Test Mode.
- In Test Mode Text, enter the prefix that marks your test records. The text must be at least 5 characters long.
- Select Save.
To sync all records again, clear Enable Test Mode, and then select Save.
Limit which NetSuite records sync
Every real-time flow that sends data from NetSuite to Zendesk has a qualifier, which decides which NetSuite records the flow picks up. Records that don't meet the qualifier don't sync.
- Open the Zendesk Support - NetSuite integration app, go to Flows, and then select the flow's category, such as Organization Sync.
- Select Settings for the flow.
- In Qualifier, enter the conditions a record must meet, and then select Save.
For example, the default qualifier of NetSuite Customer to Zendesk Organization Add syncs only company customers that don't have a Zendesk ID:
[["isperson","=","F"],"and",["custentity_celigo_znc_zendesk_id","empty",true]]The same Settings panel shows the flow's Execution Context and Execution Type.
Change a flow schedule
The scheduled flows are the organization, user, and ticket flows that send data from Zendesk to NetSuite, and the financials and sales order flows.
- In the integration app, go to Flows, and then select the flow's category, such as Financials Sync.
- Select Schedule for the flow.
- In Flow schedule, select the Time zone and how often the flow runs, such as Once daily or Every six hours, and then select Save.
Map Zendesk organization keys
Zendesk organizations have built-in fields, known as organization keys, that you can map in the Organization Sync add and update flows. Use these field IDs in the mapping:
| Zendesk field | Type | Field ID |
|---|---|---|
| Tags | Text | organization.tags |
| Domains | Text | organization.domains |
| Group | Picklist (enter the group ID) | organization.group |
| Users: can view all org tickets | Boolean (0 or 1) | organization.shared_tickets |
| Users: can add comments | Boolean (0 or 1) | organization.shared_comments |
| Details | Text | organization.details |
| Notes | Text | organization.notes |
Add the same mappings to both NetSuite Customer to Zendesk Organization Add and NetSuite Customer to Zendesk Organization Update, so the fields are set when an organization is created and kept current when it changes.
Map a Zendesk drop-down field to a NetSuite list field
To map a custom drop-down on a Zendesk ticket, such as a status field, to a list field on a NetSuite support case, use a static lookup that maps each Zendesk value to a NetSuite value. Zendesk sends drop-down values as tags, not as the labels you see on the ticket, so map the tags.
- In Zendesk Admin Center, go to Objects and rules > Tickets > Fields, and open the custom drop-down field.
- Select Show tags, and note the tag for each option.
- In the integration app, open the mapping for the Zendesk ticket to NetSuite support case flow, and map the drop-down field to the NetSuite field with the Static lookup type.
- Map each Zendesk tag to its NetSuite value.
Adjust the sync delay
Each record the integration app updates in Zendesk stores a Last Updated by Celigo timestamp. When a Zendesk to NetSuite flow runs, it compares that timestamp with the record's Zendesk updated_at time and skips the record if the integration app made the last change, so the same update doesn't sync back and forth. By default, the integration app allows 3 seconds between the two timestamps. If imports in your account take longer, for example because of many parallel requests or API limits, records the integration app updated can be picked up again by the reverse flow. Increase the delay to match your environment:
- In the integration app, go to Flows > Organization Sync, and select Mapping for NetSuite Customer to Zendesk Organization Add or NetSuite Customer to Zendesk Organization Update.
- Find the import field
organization.organization_fields.znc_last_celigo_update, and open its settings. - In Expression, change the number in
{{dateAdd (timeStamp) "3000"}}to the delay you need, in milliseconds. For example,"5000"sets 5 seconds. - Select Save.
- Repeat these steps for the other flow if it also maps
organization.organization_fields.znc_last_celigo_update.