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Zendesk for NetSuite modes of integration and which becomes the source or truth for support teams

To integrate Zendesk, where your customer success team lives, with NetSuite where Salespeople live is super easy. 

Try to see which mode of integration makes the most sense for your team and choose the right one.  Teams are a key focus at SyncApps so see how we enable teams of all sizes to collaborate on integrations in real-time.

Sync Modes, or a term for direction of integration really, for the Zendesk for NetSuite Integration can be found at Step 1 of your Sync Profile.

The Sync Mode option cannot be changed once selected. 

  • Please note that using two active Sync Profiles with different Sync Integration Modes could cause data synchronization problems.

Please check with our support team today to see which integration mode is best for your business.

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These are the following Supported modes:

Zendesk Ticket to NetSuite Case (One-way ticket sync)

The Zendesk Ticket is synced to NetSuite Case and updates from Zendesk Ticket will always be synced to NetSuite Case. NetSuite Contacts or Customers can be synced to Zendesk User.

NetSuite Case to Zendesk Ticket (One-way ticket sync)

NetSuite Case is synced to Zendesk Ticket and updates from NetSuite Case will always be synced to Zendesk Ticket. NetSuite Contacts or Customers can be synced to Zendesk User.

Sync Zendesk Ticket to NetSuite Case only if NetSuite Case does not exist. Sync NetSuite Case update to Zendesk Ticket.

Sync Zendesk Ticket to NetSuite Case. A NetSuite Case is created in NetSuite if the Case does not exist at the time of sync. Any updates in NetSuite Case are synced back to Zendesk Ticket. Update to Zendesk fields is not synced to NetSuite Case fields. Syncs comments bi-bidirectionally. NetSuite Contacts or Customers can be synced to Zendesk User.

This mode is for a scenario where Zendesk is used to receive support endpoint, NetSuite cases are created on every Zendesk ticket then support person works in NetSuite and updates NetSuite Status.

Status in NetSuite will then be updated to Zendesk ticket.

Do not sync Zendesk tickets.

If this mode is chosen then tickets from Zendesk are not synced to NetSuite Cases and users will not be synced from Zendesk to NetSuite as contacts or customers

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Note: Still using Username and Password for your Authentication in NetSuite (Step 2 of the Sync Profile)? Switch to Token Based Authentication now and have an enhanced integration experience today! See the guide here

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