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Freshdesk for NetSuite with features Explained

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Setting up an integration for syncing Tickets and Cases for Freshdesk with NetSuite? You got it right! Here's the right article for you! 

Before setting up your Sync Profile, make sure that you have properly setup required Permissions/Roles in NetSuite and have correctly set up the Token-Based Authentication:

Let’s get started!

Setting up your Sync Profile

Setting up your Sync Profile, or integration as it is called is easy!

You are now setting up the integration, so we are giving you an EXTRA 2 Weeks Free on us! Enjoy 4 Full Weeks of our real-time, Enterprise plan integration.

  • Unlimited Records sync between Freshdesk and NetSuite
  • Unlimited Opt-Out sync from your NetSuite and Freshdesk 
  • Unlimited  Tickets and Cases integration
  • Sync on Demand included for easy testing of your integration scenarios
  • Scheduling of a Sync Profile is available on both Free trial and Paid plans (Step 5)


Logging in to your SyncApps account will land you the SyncApps Dashboard. Head to Sync Profiles and Once you’ve selected the Sync Profiles tab, tap the “Create Sync Profile” button.

Enter any designated name for your new Sync Profile as your identifier. Then in Sync Type, select Freshdesk to NetSuite.

Step 1: Freshdesk


Freshdesk Domain URL 

  • Look for the domain of your Freshdesk instance. You may find that in your Freshdesk URL. Example


  • An API key is important so that SyncApps can be able to access and integrate the Freshdesk tickets to NetSuite.
  1. Log in to your Freshdesk Support Portal.
  2. Tap on your profile picture on the top right corner of your portal.
  3. Go to Profile settings Page.
  4. Your API key will be available below the change password section to your right.
  5. Copy then paste it in the "API Key" box in Step 1 of the Sync Profile.

Sync Mode

  • There are two available Tickets and Cases Sync Modes for now. Need to request another one that will meet your integration needs? Feel free to reach out to our 24/7 Support team today! You can only set up 1 Sync Mode per Sync Profile so if you prefer to do both ways then you'll need to set up another Sync Profile for it.

- Freshdesk Ticket to NetSuite Case (One-Way ticket sync).

- NetSuite Case to Freshdesk Ticket (One-Way ticket sync).

If you're using the Freshdesk RMA app, please reach out to our 24/7 support team through so that they can send you the file to install it to your Freshdesk.

Once you have completed the setup per Step, please tap the "Next" button.

Step 2: NetSuite


Once you have completed the Token-Based Authentication setup, please copy the NetSuite credentials to Step 2 of the Sync Profile.

You can also select the optional features in Step 2 of the Sync Profile. To know how each feature works, hover over to the SyncNote tooltip () beside each feature.

After configuring Step 2, tap the "Next" button.

Step 3: Additional Configuration


Step 3 of the Sync Profile is where you'll gonna set up the Freshdesk Ticket Priority to NetSuite Case Priority and Freshdesk Source to NetSuite Origin.

Step 4: Field Mapping

Additional field mapping is optional. Basic ticket fields such as subject, description, type, status, priority are already mapped. Otherwise, if you have more additional fields to map, then you’ll have to set these fields up here.

Generic Field Mapping Guide

Step 5: Sync Scheduling

Finally, the very last step. Just select the time when you would like to sync your data automatically.

Sync Scheduling Guide

Tap the Finish button and then Sync Now. More questions or hit any snags? You can always reach out to our 24/7 Support team.

Need some help?

Check out the options below on how you can contact our Support team and find the answers you need to help you with your SyncApps integrations.

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Check out these Help Desk articles for answers to frequently asked questions.

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