Zendesk User to NetSuite Customer Contact

Sync users and contacts (bi-directional)

The User & Contact flow syncs NetSuite Contacts as Zendesk Users whenever a new Contact is created or updated in NetSuite. The flow is bi-directional and can be configured to sync Zendesk SupportUsers as NetSuite Contacts whenever a new user is created or updated in Zendesk.

• The flow can be configured to trigger the sync on the create operation, the update operation, or both.
• The flow can be configured to run in one direction (NetSuite to Zendesk Support or Zendesk Support to Netsuite) or bi-directionally.

NetSuite to Zendesk flow is real-time. Zendesk to NetSuite flows is batch. The frequency of running the batch flows can be configured.

Note: Orphan records are not supported. A NetSuite Contact has to be associated with a NetSuite Customer (synced with Zendesk ) before getting synced to Zendesk .

Similarly, a Zendesk User has to be associated with a Zendesk Organization (synced with NetSuite) before getting synced to NetSuite.

Create a user for the Zendesk organization and export the data as a Contact in NetSuite. The Contact is associated with the customer that was imported into NetSuite.

Provide user details

The User is created in Zendesk.

Go to Settings > User Sync and check Sync all Zendesk users as NetSuite contacts checkbox and save to export the record to NetSuite.

Trigger the "Zendesk user to NetSuite contact Add" flow from the Dashboard. The Play button (Run) is enabled only after the setting is saved and observe the flow is successful in the dashboard.

The Contact is updated in NetSuite and is associated with the Customer that was earlier exported from Zendesk as an Organization.

Settings

• Filtering Zendesk Users: You can choose exactly which Zendesk Users you want to sync to NetSuite. The integration app offers two options:
  • You can choose to sync every Zendesk User record to NetSuite using the following setting: 
    
• If you don’t want every Zendesk User to sync to NetSuite, then you can uncheck this setting. The integration app has another checkbox in Zendesk for the User record - “Sync as NetSuite Contact”. Only when this checkbox is checked, the Zendesk User will be synced to NetSuite. 

Find Contacts using email address - We have introduced new settings that allow the integration app to link a NetSuite Contact and Zendesk User with each other if they have the same email address during a sync. Earlier the integration app would just give an error stating that a duplicate email address already exists.