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Zendesk Time Tracking for NetSuite is here!

Use Zendesk Time Tracking?  Sync it back to NetSuite for free inside SyncApps!


How Time Tracking Works in Zendesk


What does this error mean (Error code: INVALID_SEARCH_MORE)?


I have just received this error while attempting a full sync of NetSuite to Zendesk:

Error on sync: Invalid searchMore operation. Please make sure that you have had a successful search operation before you can perform any searchMore operation. (Error code: INVALID_SEARCH_MORE)


That error means there is another application doing a search while SyncApps is in the middle of getting a search result. The next sync should be fine if there is no interruption.

Do you have other integration/application connect to your NetSuite other than SyncApps? If so be sure and schedule your sync to run at another time to not interfere with other search occurring in NetSuite.

NetSuite Customer record fields to Zendesk Organisation fields?


I’m just trying to confirm if there’s any way to sync information from NetSuite Customer record fields to Zendesk Organisation fields?

I’ve been able to set up syncing from NetSuite Customer record fields to Zendesk User fields only at this stage. The syncing options in SyncApps allow for Ticket and Customer.  The Customer fields relate only to the Zendesk User fields.

Is there any way to change this / a workaround available?

Or will SyncApps only ever sync NetSuite Customer info to the Zendesk User fields?


Absolutely, please email our 24/7 Support Team to turn on this customization in your SyncApps Account.

We can enable a cool feature called "Allow Zendesk Organization fields mapping" customization for your account. Once enabled please Refresh fields in the field mapping page in Step 5 of your integration.


Best Practice:

Remove any NetSuite Customer Saved Search in Step 1 of your configuration, if you have one currently, as SyncApps will use NetSuite Contact Saved Search to correlate the NetSuite Contact's Customer to Zendesk Organization.

Common Errors:

Running into an error in this step in edit mode in your Sync Profile in Field Mapping?

Enable Additional Field Mappings

If you get an error like below then please add 'Custom Event Fields' permission to your NetSuite record to get around this hurdle.

  • Permission Violation: You need the 'Custom Event Fields' permission to access this page. Please contact your NetSuite account administrator. (Error code: INSUFFICIENT_PERMISSION)
Unprocessed and filtered records

When using our powerful Filtering feature, SyncApps will only sync specific records that do not contain these Group/Role email addresses. Reason for this is that these are not "person" emails because they might cause spam complaints and blacklisting.

These are the following Group/Role email addresses that SyncApps will ignore when Filtering feature is enabled:

  • abuse@
  • admin@
  • all@
  • everyone@
  • ftp@
  • investorrelations@
  • jobs@
  • marketing@
  • media@
  • noc@
  • postmaster@
  • prime@
  • privacy@
  • remove@
  • request@
  • root@
  • sales@
  • security@
  • spam.*@
  • subscribe@
  • usenet@
  • users@
  • uucp@
  • webmaster@
  • www@
  • noreply@


If you are syncing any @yopmail emails with your email marketing this will cause errors to appear as Mailchimp and others have banned this domain so to avoid any errors just set up a filter in SyncApps with "Email does not contain" criteria in your Sync Profile.

Zendesk for NetSuite Integration Sync Modes

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Sync Modes 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.

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-directionally. 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

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



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

Syncing NetSuite Companies to Zendesk Organizations

Check out some best practices on how to sync NetSuite Companies to Zendesk Organizations.


NetSuite companies that have the same name (like Allcare Pharmacy) are synced as one organization in ZenDesk.

Note there are 4 Allcare Pharmacy and one AllCare Pharmacy (with uppercase C) in NetSuite.

Note that Allcare Pharmacy has 4 contacts, these are the 4 contacts for the 4 NetSuite companies synced to one ZenDesk Organization.


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For Zendesk Organization sync currently, we integrate only by company name. The problem is company name in NetSuite is not unique (the customer id is unique).

Note: To fix this issue you may need to make the company name differentiated in NetSuite - (This option can be used IF you have the permissions to edit the company name in NetSuite)

Or do you want to use Customer ID (like 106127 AllCare Pharmacy) instead of name to be used as organization name in Zendesk?


Customer ID (like 106127 AllCare Pharmacy) would work perfectly, thank you.  I was trying to figure out how to do that.

The problem with the company name is that is the name the company owners give it, not us.  We can't go changing their company names.


There’s an option to sync NetSuite customer Entity ID as ZD organization name.

To use NetSuite EntityID instead of company name you need to map "EntityID" to "Organization: Name".

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We have also enabled expression mapping feature (Please let our support team know so that they may enable this feature) that can be used for combining fields, in your case EntityID and company name. 

Please map the following expression to Organization name (see screenshot).

record.EntityID + ' ' + record.CompanyName

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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.  


Cazoomi Answers and Best Practices

We're always working to deliver best practices around SyncApps that are relevant to your business. Now you don't have to look any further than Cazoomi Answers for up-to-date SyncApps advice and integration tips.

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