The Agent Sync flows in the Zendesk Support - NetSuite integration app create and update Zendesk agents from NetSuite employee records that have a support rep role. The flows run in real time, so a support rep you add or edit in NetSuite is available as an agent in Zendesk as soon as you save the employee record. Keeping agents in sync matters for the Tickets Sync flows, which require every Zendesk agent to exist in NetSuite as an employee.
Turn on agent sync
- Open the Zendesk Support - NetSuite integration app, and go to Flows > Agent Sync.
- Turn on NetSuite Employee to Zendesk Agent Add, NetSuite Employee to Zendesk Agent Update, or both.
Each time you create or edit an employee in NetSuite whose role is set to support rep and save it, the flow sends the employee to Zendesk as an agent.
Sync custom agent roles
If you use custom agent roles in Zendesk, go to Settings > Agent Sync, select Sync custom Agent roles from Zendesk to NetSuite, and then select Save.
When you add new custom roles in Zendesk later, clear the setting, select it again, and then select Save to pick up the new roles.