Skip to main content
Articles in this section

Zendesk Ticket Comments to NetSuite Support Case Messages

Diana Badgett
Updated

The Zendesk Tickets to NetSuite Support Cases flow can sync Comments and Internal notes associated with the Ticket as Messages in the Support Case. This is an optional setting and can be turned off.

Note: Messages associated with NetSuite Support Cases are not synced to Zendesk as Zendesk API does not support creating Comments in Tickets.

Attachments sync is not supported between Zendesk Tickets and NetSuite Support Cases.

IMPORTANT
 
Syncing comments and descriptions between Zendesk and NetSuite
 
When exporting realtime sync for Support Cases to Tickets, we can also sync updates to support case via email or from a support case form which is exposed to users. 
 
To support real-time sync for NetSuite Support Case to Zendesk Tickets, do the following

1.  When a Support Case is created in NetSuite, the text in the Message added by the user is exported as description for the Ticket in Zendesk. Description is the first comment for a Zendesk Ticket. 
 
2. When the user edits the Support case in the NetSuite form and adds some text to either of Message or Reply fields, the messages are synced as comments from within the flow.

3.  To sync messages created from clicking 'Attach' or Email , we have a separate flow which is triggered and is responsible for syncing comments.

Flow with screens

Creating a public comment and a private note in Zendesk.

Picture1.png

Check the settings and run the flow from the Integrator panel.

ticket_sync.png

The status of the flow is shown in the dashboard.

The comments are synced to NetSuite ticket messages.

Picture4.png

Create Zendesk Organization and User (if non-existent) while syncing NetSuite Support Case 

In this example we create a new NetSuite case associated with a New Customer and New Contact

Picture5.png

The record in Zendesk

Picture7.png