The Zendesk Support - NetSuite integration app syncs the conversation on a ticket or support case along with the record itself: NetSuite case messages become Zendesk ticket comments, and Zendesk public replies and internal notes become NetSuite case messages. This article explains how each kind of message syncs, how public and private messages map between the two systems, and which messages don't sync. To set up the ticket and case flows themselves, see Sync Zendesk tickets and NetSuite support cases.
NetSuite messages to Zendesk comments
NetSuite case messages sync to Zendesk in real time:
- New case: The message entered when the case is created becomes the ticket's description, which is the ticket's first comment.
- Edited case: Text added to the case's Message or Reply field syncs as a new comment through the case flow.
- Messages from Attach or email: Messages added to a case with Attach or by email sync through the separate NetSuite Support Case Messages to Zendesk Ticket Comments flow. Turn it on under Flows > Tickets Sync.
Private NetSuite messages become Zendesk internal notes, and public messages become comments.
If a comment's author doesn't exist in Zendesk, the integration app posts the comment under the integration owner's name instead. For details, see Invalid author ID attribute error.
Zendesk comments to NetSuite messages
The Zendesk ticket flows can also sync a ticket's public replies and internal notes to the support case as messages. Under Settings > Tickets Sync, select either or both, and then select Save:
- Sync Zendesk Ticket Public Replies to NetSuite Case as Message
- Sync Zendesk Ticket Internal Notes to NetSuite Case as Message
Both public replies and internal notes sync as public case messages in NetSuite.
Note: Internal notes don't stay internal in NetSuite. If your internal notes shouldn't appear as public case messages, leave Sync Zendesk Ticket Internal Notes to NetSuite Case as Message cleared.
Messages that existed before the flow was turned on
When a case that already has messages syncs to Zendesk for the first time, only messages created after the flow was turned on sync. Earlier messages stay in NetSuite only, because Zendesk limits how many comments can be added to a ticket in a short period.