Streamlining Data Integration between Zendesk and NetSuite

This document outlines the process of connecting Zendesk and NetSuite using Celigo's Integrator.io. The integration facilitates seamless data flow, providing a unified view of customers, tickets, and financial data. This process is demonstrated through three scenarios: organization synchronization, ticket synchronization, and financial visibility.

Step 1

Begin by familiarizing yourself with Celigo's Integrator.io to connect Zendesk and NetSuite, enabling a unified view across customers, tickets, and financial data. We will demonstrate three scenarios: organization sync, ticket sync, and financial visibility, illustrating how Integrator.io automates data flow between the two systems in near real-time or batch mode.

Step 2

Start by reviewing the configured settings within the Integration app. You have options to sync all organizations as customers, synchronize users and agents, define roles for synchronization, and manage financial records. The app also allows specific settings for ticket synchronization.

Step 3

Proceed by supporting the organization synchronization in the Integration app. Begin by creating a new organization in Zendesk.

Step 4

Once the organization is created, navigate back to the Integration app where you can schedule this flow to run. Predefined presets are available for use.

Step 5

For any batch-based integration flow, you can choose to run it on demand. By selecting 'Run Now', you can sync from the last execution time or specify custom dates and times.

Step 6

After adding the organization, it will be converted into a customer in NetSuite. Switch to NetSuite, search for customers, filter for recently created ones, and you will find the new company listed.

Step 7

Upon reviewing this record in NetSuite, you'll notice the fields have been synchronized correctly.

Step 8

The integration is bidirectional. If you wish to add a phone number to the record,

Step 9

once it's saved in the Integration app, the flow executes in real time. You can then return to Zendesk, refresh, and see the updated information synced back. For scenario two, we will sync a Zendesk ticket to NetSuite.

Step 10

Within Zendesk, navigate to the hwave organization and select a user to create a new ticket.

Step 11

After selecting a user, proceed to create the ticket.

Step 12

Save the ticket. Once completed, go to the Integration app, access the tickets flow, and choose to schedule it or run it on demand. You may also select a custom time for execution.

Step 13

You can specify your desired time and execute the flow on demand.

Step 14

Upon completion, switch to the NetSuite tab, locate the hwave customer, navigate to the Support tab, and you will see the new ticket created.

Step 15

Viewing the ticket reveals that all fields are populated correctly. This bidirectional connection allows updates within NetSuite to sync back to Zendesk, providing real-time visibility into customer issues for support teams while accounting and sales teams can see case content without leaving their systems.

Step 16

Lastly, explore how Celigo extends NetSuite financial data into Zendesk. In the hwave organization, a Celigo app panel on the right provides a snapshot of NetSuite financial records within Zendesk.

Step 17

The panel displays recent sales orders, RMAs, and custom fields from the sales order header. Clicking a sales order link in Zendesk opens the corresponding record in NetSuite, offering agents instant insights into a customer's purchase history. This view includes up to 20 recent transactions, aiding support teams in troubleshooting billing or returns without needing additional licenses or switching applications.

Step 18

These pre-built side panel apps are standardized, ensuring fast and secure deployment while allowing limited custom field exposure from NetSuite.