Multiple studies show that an average support team spends up to 25% of its time searching for information.
For a 10-person team, that’s $150,000/year in lost productivity. And, for a 100-person company, that’s $1.5 million/year effectively spent on employees just looking for things.
Even if your business uses the best productivity apps, if the data isn’t getting where it needs to, then those apps are actually hindering, not helping, your business grow.
A robust ERP integration with Zendesk ensures seamless data synchronization across business operations and communication channels, giving your team unified access to information from customer purchase history, pricing, inventory, billing, phone records, marketing collateral, social media, email, chat history, and the company’s website.
If you’re using Zendesk alone, then you’re not fully benefiting from the abilities of this powerful technology. At APPSeCONNECT, we have created pre-built custom integration with Zendesk and your favorite ERP for a seamless bi-directional data exchange.
Why Integrate Zendesk With Your ERP For Full Visibility?
Without integration, customer service and operations work in siloes.
For instance, if a customer asks the support team for the shipment details for their order, without integration, they would have to contact the logistics, wait for an update, and then get back to the customer — wasting time and creating frustration on both sides.
That’s why integrating Zendesk with your ERP system is more than a technical upgrade; it’s a strategic move to achieve full visibility and a unified customer experience.
Unified Customer View
Great service relies on having a complete view of your customers. That means bringing all your support channels, workflows, customer data and apps into a unified workspace so that support teams have the context they need for every customer interaction.
By connecting Zendesk with your ERP, agents can instantly access:
- Complete order and invoice history
- Live shipment and inventory data
- Payment, refund, or credit details
- Contract terms or subscription validity
All of this appears directly within Zendesk, providing a single source of truth for every customer interaction.
Data-driven Decision-making
When customers interact with support agents, they’re feeding companies with incredible insights that can transform customer experience. Zendesk data shows what customers are saying, while ERP data shows what’s actually happening.
The downside of reviewing this data post customer interaction is that it is too late to intervene in problematic conversations.
Zendesk and ERP combined capitalize on predictive analytics that are found in your historical and transactional data to anticipate what will happen in the future. It aims at suggesting actions that empower your team to make decisions while they are still in a conversation with them.
It strengthens customer retention and lifetime value (CLV) while unlocking opportunities to improve sales conversions and uncover new upselling potential.
Better Team Collaboration
Customer service doesn’t exist in isolation; it depends on sales, logistics, and finance teams working together. However, when each team uses separate systems, collaboration often means endless email chains and Slack messages.
An ERP-Zendesk integration creates shared visibility across all departments. When sales, finance, and operations teams can see the same customer data and ticket history, they’re no longer guessing what the other knows.
Improved Customer Experience
At the heart of every business, the customer experience defines loyalty, advocacy, and long-term profitability. Yet many organizations unintentionally create friction by keeping their customer service and operational systems separate.
That disconnect leads to wait longer times, inconsistent answers, and frustrated customers who often need to repeat themselves or chase updates.
When integrating Zendesk with your ERP through integration solutions like APPSeCONNECT, agents get real-time access to the whole customer journey. This means they can:
- View order, shipment, and billing details instantly
- Proactively communicate delays or inventory issues
- Trigger refunds, replacements, or reorders directly
- Personalize interactions with accurate context
That one seamless experience builds credibility, trust, and emotional satisfaction, the three pillars of customer loyalty.
What Data Should Sync Between Zendesk & ERP?
When integrating Zendesk with an ERP system, the goal is to create a unified view of customers, orders, and operations — so both support and operations teams work from the same, up-to-date information.
In simple terms, any update made in one system, whether it’s a new support ticket, order status change, or customer detail, is automatically reflected in the other, ensuring both platforms always stay perfectly aligned without manual intervention.
Here’s a detailed breakdown of what data APPSeCONNECT helps sync between Zendesk and your ERP:
Customer Data
A seamless sync of customer data ensures that both your support and operations teams are always working with the most accurate, up-to-date information.
When a customer updates their billing address in an invoice, or your team edits their contact details in Zendesk, both systems should reflect the change automatically.
Data to sync:
- Full name, company name, and customer ID (for universal identification)
- Contact information (email, phone, address)
- Billing and shipping addresses
- Account type or tier (e.g., Enterprise, SMB, Partner, VIP)
- Credit limits, payment terms, or outstanding balance
Orders & Transactions
ERP systems manage all operational data related to orders, shipping, and fulfillment. Syncing this data into Zendesk gives customer service teams real-time visibility into the order lifecycle without switching systems.
Data to sync:
- Order number, date, and total value
- Items purchased and quantities
- Order status (Processing, Shipped, Delivered, Cancelled)
- Tracking details (carrier, tracking number, estimated delivery date)
- Return or refund requests
- Associated invoice or payment details
Invoices & Payments
Your ERP holds all financial data, invoices, payment statuses, and outstanding balances. Bringing this data into Zendesk allows agents to handle billing-related questions effortlessly.
Data to sync:
- Invoice numbers and issuance dates
- Payment status (Paid, Pending, Overdue)
- Payment methods (Credit Card, Bank Transfer, PayPal, etc.)
- Amounts due or credited
- Due dates and reminders
Product & Inventory Data
Since ERP systems manage stock and product information, integrating that with Zendesk provides agents the clarity they need about what’s available, what’s not, and what’s coming soon.
Data to sync:
- Product names, SKUs, and descriptions
- Current stock levels or availability
- Product category or specifications
- Warranty and replacement eligibility
- Batch or serial numbers (for traceability)
Support Tickets & Case Notes
Syncing Zendesk tickets to your ERP ensures that your operations, logistics, or finance teams have complete visibility into customer issues related to their processes.
Data to sync:
- Ticket ID, type, and creation date
- Issue category (billing, shipping, technical, etc.)
- Ticket status (Open, On Hold, Resolved)
- Resolution notes and internal comments
- Assigned agent and department
Customer Interaction History
A 360° view of customer interactions allows every team, from support to sales, to understand the whole journey. Syncing this data eliminates context gaps when different departments handle the same customer.
Data to sync:
- Chat, email, and call history
- Complaint and escalation records
- CSAT (Customer Satisfaction) scores or feedback
- Customer preferences (language, contact time, communication channel)
SLAs, Contracts & Entitlements
Most SLAs and service contracts are stored within ERP systems. Bringing this information into Zendesk helps support teams prioritize tickets and manage expectations properly.
Data to sync:
- Contract type and validity period
- SLA response and resolution times
- Warranty coverage or expiration
- Support tier (Standard, Premium, Enterprise)
Custom or Business-Specific Data
Every business has unique data points that can enhance visibility when shared between systems. When your agents have complete insight into operational, billing, and usage data, they can respond smarter, upsell more effectively, and build long-term relationships.
Examples of custom syncs:
- Subscription details (start date, renewal cycle, plan type)
- Project timelines or delivery schedules
- License or activation keys (for SaaS companies)
- Equipment serial numbers or asset IDs (for hardware providers)
How To Connect Zendesk With ERP?
You’ve probably heard this before, but successful integration demands more than technical steps. It requires thoughtful planning and attention to detail.
Here are the steps to connect Zendesk with your favorite ERP solution:
Set business goals
Before embarking on the integration process, clarify what you want your ERP integration with NetSuite to achieve.
For instance, what do you want to achieve with this integration? Common objectives can include automating lead-to-cash processes, enhancing inventory visibility, and ensuring accurate customer and sales data across systems.
A clear understanding of your goal will guide your choice of integration tools and the type of data flow between them.
Choose The Right Integration Method
A Zendesk-ERP integration connects two systems to foster seamless collaboration and data sharing.
The three most common approaches are:
- Custom API development: Custom APIs allow deep, tailored integration between CRM and ERP, without an intermediary platform. However, this approach becomes exponentially complex and costly as your needs grow.
- Standard connector: Several connectors, including NetSuite, offer pre-built connectors to integrate various tools. But Zendesk API presents an issue: businesses find it difficult to integrate other tools with this ERP platform. Let’s say you want to integrate Zendesk with SAP ERP; using native Zendesk CRM integrations won’t deliver the required robustness and flexibility.
- iPaaS: iPaaS stands for Integration Platform as a Service, which uses a cloud-based platform to connect. It can be quicker and cost-effective to integrate with your systems. These are usually low-code or no-code, meaning they require little technical background to implement systems.
If you are looking for the no. 1 iPaaS solution provider for your small-to-mid-sized business, then the best option that you have in hand is APPSeCONNECT.
Why APPSeCONNECT iPaaS the Smart Choice?Integration Platform as a Service (iPaaS) solutions like APPSeCONNECT provide ready-to-use connectors with built-in Salesforce and other industry-leading ERP platforms like SAP, MS Dynamics 365 Business Central, Uniconta, Monday, and more, including:
Unlike manual or custom-heavy integrations, it provides a low-code, scalable, and secure solution that accelerates digital transformation. |
Ensure Data Consistency And Synchronization
One of the biggest challenges in NetSuite-ERP integration is maintaining accurate and consistent data across both systems. Even minor mismatches can result in duplicate records, reporting errors, and operational inefficiencies.
Some best practices include:
- Define a clear data ownership model: Decide which platform serves as the “source of truth” for different record types such as customer details, inventory, and invoices, to prevent conflicting updates.
- Maintain a detailed field-mapping document: Clearly map equivalent fields (e.g., “Customer ID” in NetSuite to “Client Code” in the connected ERP) to prevent misaligned or missing data.
- Set up validation and error-handling rules: Automatically flag or reject records that don’t meet data quality standards to avoid propagation of incorrect information.
- Implement role-based permissions: Restrict who can modify master data fields to reduce accidental overwrites or inconsistencies.
- Regularly audit and reconcile data: Schedule automated data audits to detect discrepancies early and keep both systems aligned.
Prioritize Security And Compliance
Security is paramount when dealing with sensitive information such as customer data or financial records. The NetSuite-ERP integration should not expose vulnerabilities, and both systems should remain compliant with regulations like GDPR, HIPAA, and more.
Key security practices include:
- Make sure the data transfer between your CRM and ERP is encrypted.
- Implement role-based access to restrict sensitive data access to authorized persons only.
- To ensure accountability and traceability, run automated scripts or use data-quality tools to detect duplicates, orphan records, or outdated entries.
All communication in the APPSeCONNECT follows a centralized security system, which encrypts data and uses a protected plug for communication.
APPSeCONNECT’s Enhanced Security & Compliance Measures:
- Role-based access
- 2-Factor authentication
- SOC2-level monitoring
- Secure authentication
- GDPR and CCPA compliance
- APPSeCONNECT also provides HIPAA and CLOUD ACT-compliant integration solutions for handling sensitive data in the US.
Ready to sync your Zendesk and ERP data automatically?
Use Cases of Zendesk ERP integration
Siloed systems are often challenging to scale up. When your Zendesk platform operates in isolation from your ERP, it creates various bottlenecks. The disconnected system may lead to manual processes and data discrepancies, leading to slower growth.
Zendesk ERP integration offers the tools needed to complete the data exchange cycle and provide a seamless customer experience. Here are some of the top real-world use cases of integrating Zendesk with an ERP system, including:
Automated Order and Invoice Updates
According to Gartner, companies lose between 20% and 30% of annual revenue due to inefficiencies and redundant manual processes across departments.
By integrating Zendesk with an ERP platform, these processes become entirely automated and seamless. APPSeCONNECT continuously tracks and syncs all customer data that is synced through the solution.
Every time an order is created, updated, or completed in the ERP, the relevant information, such as order ID, product details, fulfillment status, shipment tracking number, invoice generation date, and payment confirmation, automatically syncs into Zendesk in real time.
It helps you address any data sync issues and resync them when required.
Real-Time Inventory Visibility for Support Teams
When your inventory lives in siloes—in different systems, locations, and teams—you can’t simply provide accurate information or make informed decisions.
U.S. retailers achieve an average inventory accuracy rate of only around 65%, indicating that nearly one in three stock records is inaccurate or unreliable.
With APPSeCONNECT ERP integration, Zendesk agents gain direct access to real-time inventory information without needing to contact the warehouse or operations team. This means they can instantly answer questions like “Is this item in stock?” or “When will it be available again?” during a live chat or call.
This enhances the customer experience by providing accurate information on availability, reducing waiting times, and preventing false promises.
Improved Escalation and Resolution Workflows
In most organizations, customer service agents often depend on multiple departments, such as finance, logistics, manufacturing, or procurement, to resolve complex issues.
Integrating Zendesk with your ERP system through APPSeCONNECT transforms this process by enabling automated, data-driven escalations that route tickets to the right team with the right context.
When a support ticket involves backend operations (like billing errors, order status updates, or product returns), Zendesk automatically pulls the relevant ERP data and attaches it to the ticket.
This automation ensures that every escalation reaches the correct team immediately, complete with the necessary operational details to take action.
Best Practices for Zendesk–ERP Integration
Integrating Zendesk with your ERP system enables seamless information flow between customer support, sales, and operations — but achieving and maintaining a reliable integration requires following best practices.
Following are key recommendations to ensure a stable, compliant, and efficient integration process:
Implement Robust Error Handling
Set up automatic retry mechanisms to handle failed syncs and prevent data loss. Enable real-time alerts to detect and fix issues quickly, and maintain temporary data queues to ensure business continuity. A retail brand using Zendesk and SAP Business One reduced data mismatches by 40% through automated error recovery workflows.
Establish Continuous Monitoring
Use integration dashboards and audit trails to track sync performance and identify issues early. Schedule automated system health checks to ensure uptime and connection stability. For instance, a manufacturing firm leveraging APPSeCONNECT’s monitoring console reduced troubleshooting time from hours to minutes by gaining full visibility into data flows.
Validate Data Consistency and Accuracy
Validate data formats before synchronization to prevent duplication and errors. Perform regular reconciliation between Zendesk and ERP records to maintain accuracy and ensure field mappings remain standardized. An eCommerce company implemented daily automated checks to verify ticket updates against ERP invoices, achieving 99.9% data accuracy.
Prioritize Security and Compliance
Protect all data transfers using encrypted channels and enforce strict access controls for integration credentials. Regularly rotate API keys and ensure compliance with data protection laws like GDPR and CCPA. A global SaaS provider maintained GDPR compliance through secure data transmission and role-based access permissions.
Maintain Scalability and Future Readiness
Track API and ERP version updates to prevent compatibility issues. Build modular integration workflows that allow easy expansion to new systems and maintain updated documentation for quick troubleshooting. This approach ensures your integration evolves seamlessly with business growth.
Continuous Improvement and Optimization
Monitor performance metrics such as sync speed and error rates to identify improvement areas. Gather feedback from support and operations teams to fine-tune automation rules, and review configurations quarterly to align with changing business priorities.
Ready to take action on integrating Zendesk with ERP
Zendesk integrations help improve internal and cross-company communication and collaboration. You can use APPSeCONNECT to properly curate the Zendesk integration workflow to sync data and exchange information between platforms like SAP, NetSuite etc.
Here is a comparison table that will help you understand why APPSeCONNECT is better than its competitors – Mulesoft or Celigo.
| Parameters | APPSeCONNECT | Mulesoft | Celigo |
|---|---|---|---|
| Implementation time | Rapid deployment (2-4 weeks) | Longer implementation | Moderate setup time (4-8 weeks) |
| Technical Expertise Required | Low-code/no-code approach | High technical expertise is required. | Moderate technical expertise is required. |
| Scalability | Scales with business growth | Enterprise scalability | Mid-market scaling, Growth limitations |
| Data security and compliance | Enterprise-grade security, SOC 2, GDPR compliant, with data encryption | Strong security with enterprise compliance | Good security and standard compliance |
| Pricing model | Flexible | Enterprise-focused | Mid-market pricing |
Frequently Asked Questions
Zendesk-ERP integration connects your customer support system (Zendesk) with your enterprise resource planning (ERP) system—such as SAP, NetSuite, Microsoft Dynamics, or others—to synchronize data like orders, invoices, payments, and inventory in real time. This eliminates data silos and provides a unified view of customer interactions and operations.
Integrating Zendesk with ERP ensures seamless information flow between your support, sales, and operations teams. It helps reduce manual data entry, improve response times, eliminate errors, and enhance customer experience by allowing agents to access accurate order, payment, and shipment information directly within Zendesk.
APPSeCONNECT supports integration with major ERP systems including:
- SAP ERP (ECC, S/4HANA, Business One)
- Oracle NetSuite
- Microsoft Dynamics 365 Business Central
- Sage
- Priority ERP
- Uniconta
- Monday.com ERP modules and more.
Typically, APPSeCONNECT enables rapid deployment within 2–4 weeks, depending on your business complexity and customization needs. Its pre-built connectors and visual workflow designer minimize setup time compared to traditional custom integrations.
No. APPSeCONNECT offers a low-code/no-code environment, allowing both IT teams and business users to configure workflows using drag-and-drop tools without heavy technical expertise.
Yes. APPSeCONNECT ensures enterprise-grade security with:
- Role-based access control
- Data encryption in transit and at rest
- GDPR, HIPAA, and CCPA compliance
You can sync multiple data types including:
- Customer information (name, contact, billing/shipping address)
- Orders and invoices
- Payment and refund data
- Inventory and product details
- Ticket and escalation history
- SLAs, contracts, and subscription details
With APPSeCONNECT’s bi-directional data synchronization, any update in one system (e.g., order status change in ERP) automatically reflects in Zendesk—and vice versa. This ensures both platforms remain fully aligned without manual intervention.
Absolutely. The platform’s scalable architecture supports growing transaction volumes and complex workflows, making it suitable for both SMBs and large enterprises.
You can start by booking a free consultation or demo with APPSeCONNECT’s integration experts. They’ll help you map your current systems, define integration goals, and design a seamless workflow tailored to your business.
