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View NetSuite sales orders and returns in Zendesk

Diana Badgett
Updated

The NetSuite Sales Order to Zendesk Organization/User flow in the Zendesk Support - NetSuite integration app shows a customer's recent NetSuite sales orders and return authorizations (RMAs) in Zendesk. Agents see them in the NetSuite details sidebar of a ticket, organization, or user, without signing in to NetSuite. Sales orders are read-only in Zendesk. This article covers the setup, the limits on how many records appear, and how to search and extend the data.

Prerequisites: In Zendesk, make sure the organization field NetSuite Sales Order data (znc_sales_order) is active. You'll find it under Admin > People > Configuration > Organization fields.

Turn on the sales order flow

  1. Open the Zendesk Support - NetSuite integration app, and go to Flows > Financials Sync.
  2. Turn on NetSuite Sales Order to Zendesk Organization/User.
  3. To sync now instead of waiting for the schedule, select Run.

The flow syncs sales orders to both Zendesk organizations and Zendesk users. It includes RMAs created from sales orders and from invoices.

View orders and returns in Zendesk

In a ticket, organization, or user, the NetSuite details sidebar lists recent sales orders and RMAs with their dates. Select a sales order to see its details, and select its Sales Order # number to open it in NetSuite. Select an RMA # number to see the RMA's details.

The NetSuite details sidebar in a Zendesk ticket, listing sales order numbers and dates and an RMA number and date.

Each organization or user shows up to 30 sales orders and 30 RMAs by default. You can raise the limit to 40 each in the flow's mapping.

Search for a sales order

Agents can search sales orders by order number. The Zendesk OrderNumber field maps to the NetSuite Document ID by default, so entering 2345 finds sales order 2345. To search by a different NetSuite field, change that mapping in the flow.

Show custom header fields

You can show custom NetSuite header fields on sales orders and RMAs in Zendesk. Line-level fields are fixed.

  • Sales orders: Add the custom field to the NetSuite saved search the flow uses, and then add it to the NetSuite Sales Order to Zendesk Organization/User mapping as {"ZD field":"{{CUSTOM1}}"}, where CUSTOM1 is the field's Custom label in the saved search and ZD field is the Zendesk field that stores the value.
  • RMAs: In the RMA mapping, use a multifield expression such as {"custom1":"{{custbody8}}","custom2":"{{custbody9}}"}, where custbody8 and custbody9 are NetSuite custom field IDs and custom1 and custom2 are the Zendesk fields. You can show up to three custom fields in the Zendesk RMA header by adding them to the app settings in Zendesk.

Create and edit returns in Zendesk

Agents can create and edit RMAs from Zendesk for sales orders that are synced from NetSuite, and the Zendesk RMA to NetSuite Return Authorization Add/Update flow syncs them to NetSuite in near real time. This flow is available only in the Standard edition. RMAs created in NetSuite sync to Zendesk in near real time through the NetSuite Return Authorization to Zendesk Organization/User flow. Both flows are under Flows > Financials Sync. Each RMA shows its status (in progress, failed, or completed), and you can remove a failed RMA. You can't create or edit a return that isn't linked to a sales order.