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Introducing the Freshdesk for NetSuite Integration
  • August 18, 2020|
  • 5 minute read

Did you know that most customers are willing to pay more just to get better customer services?

Sometimes, up to 25% more.

Customer support isn’t just something you do out of the goodness of your heart. People expect it. And they don’t just expect any customer support — they want the best. Who doesn’t, right?

When someone purchases something from you, it’s implied that you’ll go above and beyond to answer questions and fix any issues that may appear.

If you don’t do that, you’ll leave money on the table. Not only will you lose new customers, but you’ll also lose extra profit from those who are willing to stick with you and become loyal buyers.
Where am I going with this? It’s not intended to make you feel bad.

Quite the opposite: it’s intended to make you and your customers feel better about your brand.

More importantly, it’s intended to emphasize the fact that customer service shouldn’t be just an afterthought, something you set up after everything else in place.

Invest in developing a strong customer support department from the very beginning and see your customers’ loyalty level soar.

Not sure how to do this without a massive investment?

We’ve got you covered!

The brand-new integration you need to take your customer support from “ok” to “wow” is now LIVE.

Every business loves new things and especially if they help you scale your business. In the integration platform world, “new” often means new products, with a product being an all-new way to provide quality data syncing in diverse ways.

In simple terms, new software combos are the Big Thing that iPaaS (integration platforms as a service) aim to deliver. As you know, we absolutely LOVE to launch new features and new integrations. And we know you love it too, otherwise, we couldn’t rely on your feedback for our new launches!

This is why we’re excited to announce that we at SyncApps have a Big Thing to introduce to our subscribers. Freshdesk and NetSuite users can now integrate their software – our Freshdesk and NetSuite integrations are now live!

What does this mean?

It means that managing and migrating tickets and support cases have become so much more efficient. Through this integration, subscribers can utilize SyncApps to migrate existing tickets, integrate and update tickets as they flow in real-time – the integration features include hourly Sync Scheduling for Basic and Pro Plans or down to the minute for Enterprise Plans.

How does this help you and your customers?

Briefly put:

  • Your customers will be stoked to see they don’t have to repeat the same issue to three support agents. 71% of them hate that!
  • You will reduce your overhead by cutting down on manual labor and not hiring people for menial tasks like data migration from one platform to another.

Here’s a quick rundown of the features that are now live for the Freshdesk for NetSuite integration:

  • Tickets in Freshdesk can create NetSuite Cases
  • Freshdesk Ticket to NetSuite Case (One-Way Ticket Sync)
  • NetSuite Case to Freshdesk Ticket (One-Way Ticket Sync)
  • Sync Freshdesk Ticket to NetSuite Case only if NetSuite Case does not exist (Sync NetSuite Case update to Freshdesk Ticket)
  • Sync Freshdesk Users to NetSuite Contacts
  • Sync NetSuite Customers to Freshdesk users
  • Add or Update Contact details in Freshdesk with NetSuite Contact data
  • Freshdesk App: Search NetSuite Customers from Freshdesk Tickets
  • Freshdesk App: View NetSuite Sales Orders in Freshdesk
  • Freshdesk App: Custom Records Tab (Warranty, Contracts) are available to build with our Services Team to your NetSuite specifications

Freshdesk for NetSuite Integration Flow

Setting up the Freshdesk to NetSuite integration is very straightforward.

Select Freshdesk from the list of software provided when creating a new Sync Profile, then select NetSuite as the software that Freshdesk will be syncing. Then in Step 1 of setting up the Sync Profile, select your preferred authentication option.

creating a new Sync Profile

There are two authentication options available: token-based authentication and username-based authentication. To be clear: both authentication options are valid. The difference between them is that token-based authentication allows for 5 concurrent Syncs to run while username-based authentication allows only 1 Sync to run at a time.


At the Mapping step, which is in Step 3, mapping the ticket status is further broken down. You can map Freshdesk to NetSuite default statuses, ticket priorities, and update or migrate Freshdesk source data to NetSuite origins.

Freshdesk for NetSuite Field Mapping

Default values are already pre-mapped for both, with all the fields exposed in Step 3, so you know exactly which parts of your ticket records are being synced up between the two software.

Static text mapping is also enabled for the Freshdesk to NetSuite integration, which means you can label your records or fields to further organize your data.

Let’s put it this way: you’ve got everything you need to put your customer support on auto-pilot and still have that human touch your customers know and love. What have you got to lose?

Want to give the Freshdesk to NetSuite integration a whirl, or view a demo on how to get set up? Get in touch with us today!

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