The Zendesk Ticket Time Tracking to NetSuite Support Case Time Tracking flow in the Zendesk Support - NetSuite integration app copies the time agents record on Zendesk tickets to NetSuite, so you can see how much time each agent spends on each support case. Each time entry becomes a NetSuite time tracking record linked to the matching support case and to the agent's employee record. This article covers the requirements and setup.
Prerequisites:
- Agents must record time with the Zendesk Time Tracking app. Time recorded by other time tracking apps doesn't sync.
- The ticket must be synced to NetSuite as a support case. For details, see Sync Zendesk tickets and NetSuite support cases.
Turn on time tracking sync
- Open the Zendesk Support - NetSuite integration app, and go to Flows > Tickets Sync.
- Turn on Zendesk Ticket Time Tracking to NetSuite Support Case Time Tracking.
The flow runs in real time. Each time an agent updates time tracking on a ticket and saves it, the time entry syncs to NetSuite.
The integration app finds the agent's NetSuite employee record by the agent's email address, so time syncs even if the agent isn't synced as an employee through Agent Sync.