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How To Set Up Your Freshdesk For NetSuite Setup Integration (With Features)


Before You Get Started

Did you set up your SyncApps account? If not, start here:

Want the bird's eye view first? Check out some key documentation for the Freshdesk for NetSuite integration:

Let’s Get Started!

How to Set Up Your Freshdesk for NetSuite 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.

  • Sync 1 - 1,000,000+ records or more between Freshdesk and NetSuite
  • Sync 1 - 1,000,000+ records or more Opt-Out sync from your NetSuite and Freshdesk 
  • Sync 1 - 1,000,000+ records or more Tickets and Cases integration
  • Sync on Demand included for easy testing of your integration scenarios
  • Sync on Demand included for easy testing of your integration scenarios
  • Scheduling of a Set Up is available on both Free trial and plans (Step 5)

General Pre-Integration Steps


Log into your SyncApps account. This will land you in the SyncApps Dashboard. Head to Set-Ups and once you’ve selected the Set-Ups tab, tap the “Create Set Up” button.

Enter a name of your choice for your new Set Up as your identifier. Then for the Sync Type, select Freshdesk to NetSuite.

Step 1: Freshdesk Configuration  

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 the 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

  1. Freshdesk Ticket to NetSuite Case (One-Way ticket sync)
  2. NetSuite Case to Freshdesk Ticket (One-Way ticket sync)
  • There are two available Tickets and Cases Sync Modes. You can only select 1 Sync Mode.

Want to Sync Ticket Conversation? Select this Feature

  • Enabling this feature would allow your Sales team and Support team to communicate bidirectionally.

Enter your Set Up Token for Freshdesk App Configuration

  • 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 Configuration  

Enter your NetSuite account credentials using (TBA) Token-Based Authentication, please see the article below on how to do it: How to Setup NetSuite Token-Based Authentication as Authentication Type Gather your information such as your Account ID, Username, Password, and Application ID, if using the "Username and Password" Authentication type, which we also support.

You can use a NetSuite Sandbox, which is really just a test account type that replicates your live NetSuite account. It uses testing records that will not affect your live or production records when syncing. If you are testing records or requirements and want your production records to remain unaltered, enable this option.

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

Step 3: Additional Configuration  

In 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, and 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. 

Additional Options and Features You May Want to Add to Your Freshdesk for NetSuite Integration

Do not create a new Customer or Contact in NetSuite if the Freshdesk ticket requester cannot be linked to an existing NetSuite Customer or Contact

  • This also means a support case will not be created if the ticket requester cannot be linked to a Customer or Contact.

Do not create a new employee in NetSuite if the Freshdesk ticket assignee cannot be found in NetSuite 

  • If this option is checked and the assignee's email address cannot be found in NetSuite then Case will be created with a blank assigned field.

Do not set the Support Case email

  • NetSuite's default behavior will set Customer email if currently blank when the support case email is set. To solve this issue if encountered please check this feature for "Do not set Support Case email".

Default Subsidiary (for NetSuite OneWorld users only) 

  • For NetSuite OneWorld users please enter the default subsidiary name for a new Customer or Contact created by SyncApps, otherwise, Customer or Contact creation will fail.
  • In some cases, a subscriber will create a Set Up for each NetSuite Subsidiary that they want to integrate. To make sure that each Set Up syncs with its assigned Subsidiary please be sure to only use a NetSuite role with NetSuite Subsidiary access and also create a separate NetSuite role for reaching NetSuite Subsidiaries assigned.
Note -- Default subsidiary is only used for new record creation in NetSuite.

Tap the Finish button and then Sync Now. 


Need some help?

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