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Epicor E9 + Zendesk Integration

Clarity Connect™ integrates Epicor E9 with Zendesk, automating business processes and data sharing. This robust integration connects your critical business systems to automate order processing, inventory management, and customer data synchronization.

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The Challenge

Connecting with Clarity Connect™

Clarity Connect™ links Epicor E9 and Zendesk through automation and data sharing. Integrating these platforms benefits businesses by streamlining processes and connecting front-end and back-end systems.

Considerations when connecting these applications include security, performance, and physical access. We support both SaaS (Cloud) and On-Premises connection types.

Integration Diagram
Solution Illustration
The Solution

Seamless Integration

Our middleware platform ensures robust and reliable data transfer between Epicor E9 and Zendesk.

  • Synchronize Epicor E9 UDCs (User Defined Codes) to Zendesk custom ticket/organization fields.
  • Map Zendesk custom fields (e.g., 'Preferred Language', 'Customer Segment') back to Epicor E9 customer user-defined fields (UDFs).
  • Support for creating and mapping new custom fields in either system as business needs evolve.
Implementation Timeline

Go live with Epicor E9 + Zendesk in as little as 2–4 weeks.

A proven, repeatable implementation approach that minimizes risk while getting your team to value quickly.

1

Access Enabled

Secure connections established to both Epicor E9 and Zendesk, with credentials and environments confirmed.

2

Configuration & Mapping

Field mappings, business rules, and workflows configured using visual tools and pre-built templates.

3

Go Live

Launch production-ready integration with monitoring, alerting, and support in place—typically within 2–4 weeks.

Time to Value

2–4 weeks

Typical implementation window from access granted to production go-live for most Epicor E9 + Zendesk deployments.

Project Phases

Discovery
Configure & Map
Validate
Launch

Engagement Model

Guided by Clarity experts with your team involved at key milestones.

Comprehensive Solution Details

  • Synchronize Epicor E9 UDCs (User Defined Codes) to Zendesk custom ticket/organization fields.
  • Map Zendesk custom fields (e.g., 'Preferred Language', 'Customer Segment') back to Epicor E9 customer user-defined fields (UDFs).
  • Support for creating and mapping new custom fields in either system as business needs evolve.

Robust Integration Architecture: Epicor E9 and Zendesk

Our integration architecture leverages a modern iPaaS platform to provide a secure, scalable, and resilient bridge between Epicor E9 and Zendesk. It's designed for high availability and efficient data processing.

Data Flow Steps

Event-Driven Architecture: Utilizing Zendesk webhooks for real-time ticket updates to trigger actions in Epicor E9.

Request-Response for On-Demand Data: Zendesk agents querying Epicor E9 for specific order details as needed.

Batch Processing for Bulk Data: Scheduled synchronization of customer master data from Epicor E9 to Zendesk.

Canonical Data Model: Defining a neutral data structure within the iPaaS to simplify transformations between disparate systems.

Data Touchpoints

iPaaS Core Engine: Orchestrates workflows, manages connectors, and executes transformation logic.
Epicor E9 Connector: Handles authentication, API calls (SOAP/REST), and data extraction/insertion for Epicor E9.
Zendesk Connector: Manages authentication, REST API calls, and webhook processing for Zendesk.
Data Transformation Layer: Visual mapping canvas for field-level transformations, data enrichment, and normalization.
Workflow Designer: Low-code interface for defining complex integration flows, conditional logic, and error handling.
Monitoring & Alerting: Dashboards, logs, and notification services for real-time operational oversight.
Security Gateway: Encrypted communication, token management, and access control for all data transfers.

"Conceptual Diagram: Epicor E9 <-> iPaaS (Connectors, Transformations, Orchestration, AI Co-Pilot) <-> Zendesk. Showing bidirectional data flows, webhooks from Zendesk, scheduled jobs to/from Epicor, and a central monitoring layer."

Pricing

Simple, transparent pricing for Epicor E9 + Zendesk.

Start with a single integration pair and scale as your business grows—without surprise fees or transaction penalties.

Connect™ Plan

Clarity Connect

$595 /mo

Billed annually • Includes one production integration pair

  • Unlimited transactions and API calls within fair-use limits.
  • Visual workflow designer and reusable mapping templates.
  • Monitoring, alerting, and access to Clarity’s support team.
View full pricing & options
Innovative & Robust

How Middleware Integration Works

Benefits of Integrating Epicor E9

Integrating Epicor E9 fosters greater efficiency and data accuracy. Automate your critical business processes to deliver consistently outstanding results.

Hover over the steps on the right to see detailed integration points.
Data Mapping

Data Entity Mapping

Explore how data flows between systems with intelligent field mapping and transformation logic.

Customer/Account

Synchronize customer and account details from Epicor E9 to Zendesk, and potentially update contact information from Zendesk back to Epicor E9.

Epicor E9 Fields

Customer.CustNum (ID) Customer.Name Customer.Address Customer.City Customer.State Customer.Zip Customer.Phone Customer.Email Customer.TermsCode Customer.CreditLimit Customer.Balance

Zendesk Fields

User.external_id (mapped to CustNum) User.name User.email User.phone Organization.name (mapped to Customer.Name) Organization.details (includes address, terms, credit limit) Organization.external_id (mapped to CustNum)

Mapping Notes

Epicor E9's Customer record typically maps to a Zendesk Organization, with individual contacts mapping to Zendesk Users. CustNum is critical for external_id mapping.

Next Steps

See Epicor E9 + Zendesk integration in action.

Explore a guided demo, start a sandbox integration, or speak directly with our solution architects about your specific use cases.

Start Free Trial Request Live Demo
Real-World Applications

Integration Use Cases

Explore how the integration behaves in real business scenarios, with clearly defined steps, outcomes, and execution patterns.

Integration Steps:

Business Outcome

Frequency

Implementation Timeline

Go live with Epicor E9 + Zendesk in as little as 2–4 weeks.

A proven, repeatable implementation approach that minimizes risk while getting your team to value quickly.

1

Access Enabled

Secure connections established to both Epicor E9 and Zendesk, with credentials and environments confirmed.

2

Configuration & Mapping

Field mappings, business rules, and workflows configured using visual tools and pre-built templates.

3

Go Live

Launch production-ready integration with monitoring, alerting, and support in place—typically within 2–4 weeks.

Time to Value

2–4 weeks

Typical implementation window from access granted to production go-live for most Epicor E9 + Zendesk deployments.

Project Phases

Discovery
Configure & Map
Validate
Launch

Engagement Model

Guided by Clarity experts with your team involved at key milestones.

Technical Documentation

API Endpoints & Data Logic

Technical details for developers and architects.

Method Endpoint Purpose

⚡ Transformation Logic

  • Customer Address Normalization: Standardize address formats from Epicor E9 for consistent display in Zendesk.
  • Status Code Mapping: Translate Epicor E9 numerical/short-code statuses (e.g., 'OPEN', 'CLOSED') to user-friendly Zendesk labels ('Open', 'Pending', 'Solved').
  • Date/Time Formatting: Ensure consistent date and time formats across both systems for audit trails and reporting.
  • Data Aggregation: Combine multiple Epicor E9 OrderDtl records into a summary for Zendesk ticket comments.
  • Conditional Logic: Only create Epicor E9 Service Calls for Zendesk tickets with specific tags or high priority.

🛡️ Error Handling

  • Epicor E9 API unresponsiveness during peak load.
  • Zendesk API rate limits exceeded.
  • Mismatched data types causing transformation failures.
  • Invalid or missing mandatory fields in source system.
  • Network connectivity issues between iPaaS and either system.
Pricing

Simple, transparent pricing for Epicor E9 + Zendesk.

Start with a single integration pair and scale as your business grows—without surprise fees or transaction penalties.

Connect™ Plan

Clarity Connect

$595 /mo

Billed annually • Includes one production integration pair

  • Unlimited transactions and API calls within fair-use limits.
  • Visual workflow designer and reusable mapping templates.
  • Monitoring, alerting, and access to Clarity’s support team.
View full pricing & options
Support & Information

Frequently Asked Questions

Common questions about integration implementation, security, and best practices.

Data Synchronization FAQs

▸ What kind of data can be synchronized between Epicor E9 and Zendesk?
The integration supports synchronization of critical entities like customer accounts, contacts, order status, invoice details, product information, and service requests (tickets). This enables Zendesk agents to access Epicor E9 ERP data and allows for specific Zendesk events to trigger actions in Epicor E9.

Technical FAQs

▸ Is the integration real-time or batch-based?
Our iPaaS solution supports both. Zendesk webhooks facilitate real-time, event-driven updates (e.g., new tickets). For larger data sets like customer master data, scheduled batch synchronizations from Epicor E9 are often preferred to optimize system load. On-demand queries for specific order details are also real-time.

Data Integrity FAQs

▸ How does the integration handle data conflicts?
The iPaaS provides configurable conflict resolution strategies such as 'Last Write Wins' or 'Source System Dominates'. For complex scenarios, AI-assisted validation can flag potential conflicts for manual review, ensuring data integrity across both Epicor E9 and Zendesk.

Customization FAQs

▸ Can we customize the integration to fit our specific Epicor E9 modules or Zendesk workflows?
Absolutely. Our low-code iPaaS platform offers extensive customization. You can visually design workflows, map custom fields, define conditional logic, and implement unique business rules without coding, adapting the integration to your exact Epicor E9 and Zendesk configurations.

Security FAQs

▸ What are the security measures in place for data transfer?
We adhere to enterprise-grade security standards including TLS 1.2+ encryption for data in transit and AES-256 for data at rest. The platform supports OAuth 2.0, API key management, role-based access control, and complies with standards like ISO 27001 and SOC 2 Type II.

AI Features FAQs

▸ How does the AI co-pilot assist in setting up and managing the integration?
The AI co-pilot intelligently suggests field mappings, infers business rules, auto-generates transformation logic, detects anomalies during data sync, and assists in testing workflows in a sandbox environment. This significantly accelerates setup and reduces manual configuration effort.

Reliability FAQs

▸ What happens if Epicor E9 or Zendesk APIs go down?
Our robust iPaaS architecture includes built-in fault tolerance. It employs automatic retry logic with exponential backoff, persistent queues, and dead-letter queues to ensure data is not lost during transient outages. Configurable alerts notify administrators of any prolonged system unavailability.

Business Value FAQs

▸ What are the typical benefits of integrating Epicor E9 with Zendesk?
Key benefits include a 360-degree view of customers for support agents, reduced manual data entry, faster customer service response times, improved data accuracy, streamlined returns/warranty processes, and enhanced overall operational efficiency.
Implementation Timeline

Go live with Epicor E9 + Zendesk in as little as 2–4 weeks.

A proven, repeatable implementation approach that minimizes risk while getting your team to value quickly.

1

Access Enabled

Secure connections established to both Epicor E9 and Zendesk, with credentials and environments confirmed.

2

Configuration & Mapping

Field mappings, business rules, and workflows configured using visual tools and pre-built templates.

3

Go Live

Launch production-ready integration with monitoring, alerting, and support in place—typically within 2–4 weeks.

Time to Value

2–4 weeks

Typical implementation window from access granted to production go-live for most Epicor E9 + Zendesk deployments.

Project Phases

Discovery
Configure & Map
Validate
Launch

Engagement Model

Guided by Clarity experts with your team involved at key milestones.

Pricing

Simple, transparent pricing for Epicor E9 + Zendesk.

Start with a single integration pair and scale as your business grows—without surprise fees or transaction penalties.

Connect™ Plan

Clarity Connect

$595 /mo

Billed annually • Includes one production integration pair

  • Unlimited transactions and API calls within fair-use limits.
  • Visual workflow designer and reusable mapping templates.
  • Monitoring, alerting, and access to Clarity’s support team.
View full pricing & options
Next Steps

See Epicor E9 + Zendesk integration in action.

Explore a guided demo, start a sandbox integration, or speak directly with our solution architects about your specific use cases.

Start Free Trial Request Live Demo