Contents

2019

• Release notes v1.9, April 2019 
• Release notes v1.9.0, April 2019

2016

• Release notes v1.7.0, September 2016
• Release notes v1.6.0, May 2016
• Release notes v1.5.0, February 2016

Release notes v1.9, April 2019

What’s new

• We now support the NetSuite Sandbox refresh.
• We now support the uninstallation of the Zendesk-NetSuite connector.
1. In the Zendesk — NetSuite connector, go to Settings > Uninstall.
2. Click the Uninstall button.
3. Click Yes.
4. For Uninstall Zendesk App, click Click to Uninstall. This uninstalls the Celigo NetSuite Connector app from your Zendesk account.
5. For ZDNS Account Uninstall, click Click to Uninstall. This uninstalls the Zendesk — NetSuite connector from your integrator.io account.

Specify start time and date for a scheduled flow

You can now specify a start time and date for scheduled flows to fetch orders from a specific timestamp. If Zendesk or NetSuite's services are down, you can use this feature to keep from missing orders.

1. In integrator.io, click the Zendesk - NetSuite connector tile.
2. Go to the desired scheduled flow.
3. Click the Run button.
4. In the Delta Flow window, select Custom.
5. From Time Zone, select the desired timezone.
6. Click inside the Start Date/Time textbox.
7. Select the desired date and time.
8. Click Apply.
9. Click Run.

Release notes v1.9.0, April 2019

What’s new

• We now support the NetSuite Sandbox refresh.
• The uninstallation of the Zendesk integration app is now supported.

To uninstall

1. In the Zendesk — NetSuite integration app, go to Settings > Uninstall.
2. Click the Uninstall button.
3. Click Yes.
4. For Uninstall Zendesk App, click Click to Uninstall. This uninstalls the Celigo NetSuite integration app from your Zendesk account.

For ZDNS Account Uninstall, click Click to Uninstall. This uninstalls the Zendesk — NetSuite integration app from your integrator.io account.

Release notes v1.7.0, September 2016

In this latest release of the Zendesk - NetSuite integration app, we have introduced enhancements that make the integration app more powerful and easy to use.

• Time tracking information from Zendesk to NetSuite -Agents in Zendesk can use the Zendesk Time tracking app to record the time they spend on a ticket. We have introduced a new data flow which can sync this time tracking information to NetSuite. With this information, you can track how much time an Agent has spent on a ticket. The Zendesk Ticket should be synced as a NetSuite Support Case. The Time tracking information from Zendesk is created as a Time tracking record in NetSuite and is associated with that Support Case and the Agent employee record in NetSuite. Even if the Agent in Zendesk is not in sync with an Employee in NetSuite, the integration app will lookup the Agent in the NetSuite Employee records using the email address of the Zendesk Agent. Right now we only support time tracking information recorded by the Zendesk Time tracking app. Other time tracking apps are not supported.
  
• Filtering Zendesk Users - Now you can choose exactly which Zendesk Users you want to sync to NetSuite. The integration app now offers two options:
  • You can choose to sync every Zendesk User record to NetSuite using the following setting:
    
  • If you don’t want every Zendesk User to sync to NetSuite, then you can uncheck this setting. The integration app has introduced another checkbox in Zendesk for the User record - “Sync as NetSuite Contact”. Only when this checkbox is checked, the Zendesk User will be synced to NetSuite.
    
• Qualification criteria for NetSuite to Zendesk flows - All NetSuite to Zendesk data flows now have a Qualification criteria option with which filtering criteria can be defined. This powerful feature allows you to specify any logic which the integration app should use to choose records in NetSuite and sync them to Zendesk.
  
  
• Find Contacts using email address - We have introduced new settings that allow the integration app to link a NetSuite Contact and Zendesk User with each other if they have the same email address during a sync. Earlier the integration app would just give an error stating that a duplicate email address already exists.
  
• Record IDs in error messages - Now it's even easier to resolve errors. All error messages now contain the ID of the record in Zendesk or NetSuite which caused the error so you can easily identify the source of the issues.

Release notes v1.7.0, May 2016

Zendesk is popular with both B2B and B2C companies for providing service to their customers. B2B and B2C companies may use Zendesk differently due to the nature of their business. A B2C company such as an eCommerce company can have thousands of individuals as customers who are not associated with any Organization. In this release of the Zendesk - NetSuite integration app, we have added support in the integration app for B2C companies along with other enhancements.

The main features are:

• Zendesk User and NetSuite Customer [Individual] -Companies who primarily have individuals as customers maintain them in Zendesk as Users without associating with an Organization. Now you can sync such Zendesk Users who are not associated with an Organization to NetSuite Customers of type [Individual]. This is a bidirectional flow which allows you to sync NetSuite Customers [Individual] with Zendesk Users. If a Zendesk User is associated with an Organization then it will still sync as a NetSuite Contact associated with a NetSuite Customer [Company] which is associated with the Zendesk organization.
  
• NetSuite Employee to Zendesk Agent - Now you can automatically create NetSuite Employees as Agents in Zendesk. You can choose which NetSuite Employees should get created in Zendesk as Agents and you can also assign custom roles to these Agents directly from NetSuite. There is also an option to create all Support Reps in NetSuite as Agents in Zendesk.
• NetSuite Support Case messages to NetSuite Ticket Comments - We have changed the NetSuite Support Case messages to NetSuite Ticket Comments flow from a real-time to scheduled flow. This ensures that all messages including the ones created before the Case was synced to Zendesk as Ticket are sent to Zendesk. This flow also intelligently manages Zendesk’s rate limits. Zendesk does not allow more than 15 comments to be created in a ticket within 10 minutes. If there are more than 15 messages in a NetSuite Case, then the integration app syncs these messages to Zendesk in multiple batches.

Release notes v1.5.0, February 2016

Celigo is happy to announce the next major update to its Zendesk integration app for NetSuite. This update brings some exciting and much requested new features:

• Sales Order and RMA information in Zendesk: Your Agents can now quickly see information from NetSuite on recent Sales Orders and Return Authorization associated with a Customer right in Zendesk. While talking to a customer or replying to a ticket, they can easily see the most relevant information regarding a Sales Order or a Return Order in the sidebar on Ticket's view without having to log in to NetSuite or requesting someone else with access to NetSuite for this information. If they want to dive deeper or take some action on an Order, they can go into NetSuite using a handy hyperlink to that Order or RMA.
  
  
  
• Syncing of NetSuite Case Messages to Zendesk Tickets: We have introduced support for syncing Messages on NetSuite Support Case as Comments on Zendesk Ticket. This option can be enabled or disabled as needed. Previously the integration app only supported syncing Zendesk Ticket comments to NetSuite Case Messages.
• More control on syncing Zendesk Ticket Comments: You can now choose whether you want to sync only Public replies or Internal Notes or both from Zendesk Ticket as NetSuite Case Messages.