The User Sync flows in the Zendesk Support - NetSuite integration app sync Zendesk users with NetSuite in one of two ways: as contacts that belong to a NetSuite company customer, or as NetSuite customers of type individual. Use contacts when your Zendesk users belong to organizations, and individual customers when they don't. This article covers how to turn on each option and how the integration app matches users that already exist in both systems.
Sync users as NetSuite contacts
Use this option when each Zendesk user belongs to a Zendesk organization that's synced with a NetSuite customer. A contact or user whose parent record isn't synced doesn't sync. For details, see How synced records are linked.
Sync NetSuite contacts to Zendesk users
- Open the Zendesk Support - NetSuite integration app, and go to Flows > User Sync.
- Turn on NetSuite Contact to Zendesk User Add, NetSuite Contact to Zendesk User Update, or both.
Each time you create or edit a contact in NetSuite and save it, the flow sends it to Zendesk as a user of the organization that matches the contact's customer. Contacts also sync when their customer syncs. For details, see Contacts that sync with their customer.
Sync Zendesk users to NetSuite contacts
- In the integration app, go to Settings > User Sync.
- Select Sync all Zendesk Users as NetSuite Contacts, and then select Save.
- Go to Flows > User Sync, and turn on Zendesk User to NetSuite Contact Add, Zendesk User to NetSuite Contact Update, or both.
The setting syncs all Zendesk end users, as NetSuite contacts or, if you use the individual-customer flows, as individual customers. Run is available for these flows only after you save the setting. The flows run on their schedule, and each synced user appears in NetSuite as a contact of the customer that matches the user's organization.
Sync users as NetSuite individual customers
Use this option when your Zendesk users aren't part of an organization. The individual-customer flows are hidden until you turn them on.
- In the integration app, go to Settings > User Sync.
- Select Show data flows for NetSuite Customer [Individual], and then select Save.
- Refresh the page, and then go to Flows > User Sync. The four individual-customer flows now appear.
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Turn on the flows you need:
- NetSuite Customer [Individual] to Zendesk User Add and NetSuite Customer [Individual] to Zendesk User Update: Real time. Each individual customer you create or edit in NetSuite syncs to Zendesk as a user.
- Zendesk User to NetSuite Customer [Individual] Add and Zendesk User to NetSuite Customer [Individual] Update: On a schedule. Each Zendesk user syncs to NetSuite as a customer of type individual. To sync right away, select Run.
Match users that already exist in both systems
If the same person already exists in Zendesk and NetSuite, the integration app can link the two records by email address instead of returning a duplicate email error. Under Settings > User Sync, select the setting for each direction you sync, and then select Save:
- Find NetSuite Contacts in Zendesk using email address: When a NetSuite contact syncs to Zendesk, the integration app links it to the Zendesk user with the same email address instead of creating a new user.
- Find Zendesk Users in NetSuite using email address: When a Zendesk user syncs to NetSuite, the integration app links it to the NetSuite record with the same email address instead of creating a new record.