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Freshdesk for NetSuite with features Explained

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 automation, 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 Integration

You are now setting up the integration so enjoy 4 Full Weeks to test out all your use cases using all our features and integration capabilities.

  • 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 Set Up 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 Set Ups and once you’ve selected the Set Ups tab, tap the “Create Set Up” button.

Enter any designated name for your new Set Up 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 in 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 Set Up.

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 integration so if you prefer to do both ways then you'll need to set up another integration 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 Set Up.

You can also select the optional features in Step 2 of the Set Up. 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 Set Up 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. 

Need some help?


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