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Infor CloudSuite + Zendesk Integration

Clarity Connect™ integrates Infor CloudSuite 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 Infor CloudSuite 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 Infor CloudSuite and Zendesk.

  • Infor CloudSuite: Support for integrating custom fields defined in Infor M3, FMS, SCM, or HCM modules.
  • Zendesk: Full support for mapping to and from Zendesk custom user fields, organization fields, and ticket fields.
Implementation Timeline

Go live with Infor CloudSuite + 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 Infor CloudSuite 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 Infor CloudSuite + 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

  • Infor CloudSuite: Support for integrating custom fields defined in Infor M3, FMS, SCM, or HCM modules.
  • Zendesk: Full support for mapping to and from Zendesk custom user fields, organization fields, and ticket fields.

Robust Integration Architecture: Powering Infor CloudSuite & Zendesk Connectivity

A modern iPaaS forms the intelligent hub for Infor CloudSuite and Zendesk integration, ensuring secure, scalable, and resilient data exchange. This architecture leverages event-driven principles and API-first design.

Data Flow Steps

Event-Driven Architecture: Utilizing Zendesk webhooks and Infor ION to trigger integrations in real-time, reducing polling overhead and data latency.

Canonical Data Model: Defining a standardized data format within the iPaaS to simplify transformations between Infor CloudSuite and Zendesk.

API-First Approach: Leveraging well-documented, standardized APIs from both systems for predictable and scalable integration.

Batch Processing for Bulk Data: For initial loads or large historical data synchronizations, optimizing API calls through batch operations.

Circuit Breaker Pattern: Implementing circuit breakers in the iPaaS to prevent cascading failures when one system becomes unavailable.

Data Touchpoints

iPaaS Platform: Centralized integration hub with pre-built connectors for Infor CloudSuite and Zendesk.
Infor CloudSuite APIs: RESTful APIs for various modules (M3, FMS, SCM, HCM).
Infor ION: Infor's intelligent open network for asynchronous messaging and event publication.
Zendesk APIs: RESTful APIs for Tickets, Users, Organizations, and other services.
Zendesk Webhooks: Event-driven notifications from Zendesk to the iPaaS.
Data Transformation Engine: Within the iPaaS, handles schema mapping, data cleansing, and enrichment.
Workflow Orchestrator: Manages multi-step integration processes and business logic.
Monitoring & Alerting: Provides real-time visibility and proactive issue detection.
Security Gateway: Enforces authentication, authorization, and encryption.

"Conceptual Diagram: Infor CloudSuite <-> iPaaS <-> Zendesk. The iPaaS layer includes Connectors, Data Transformation Engine (with AI), Workflow Orchestration, Monitoring & Alerting, and a Security Gateway. Infor ION is depicted as an integral part of Infor's event publishing."

Pricing

Simple, transparent pricing for Infor CloudSuite + 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 Infor CloudSuite

Integrating Infor CloudSuite 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.
  • ✓
    Customer Master Data Sync (Infor to Zendesk)
  • ✓
    Order/Invoice Context to Zendesk
  • ✓
    Product/Inventory Data to Zendesk
  • ✓
    Service Request to Infor Action (Zendesk to Infor)
Data Mapping

Data Entity Mapping

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

Customer / User / Organization

Synchronizes customer master data from Infor CloudSuite to Zendesk, creating or updating user and organization profiles for a unified customer view.

Infor CloudSuite Fields

CustomerNumber (Infor CRM/M3/LN) CustomerName Email PhoneNumber BillingAddress ShippingAddress CreditLimit

Zendesk Fields

User ID (Zendesk) Name (User/Organization) Email Phone Address Tags (e.g., VIP, CreditHold)

Mapping Notes

CustomerNumber from Infor can map to an external ID field in Zendesk User/Organization. CustomerName maps to Name. Billing and Shipping addresses might be combined or mapped to custom address fields in Zendesk. CreditLimit can be mapped to a custom user tag or field in Zendesk to alert agents.

Next Steps

See Infor CloudSuite + 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.

Customer 360 View for Enhanced Support

Empower Zendesk agents with real-time access to Infor CloudSuite customer data, including order history, invoices, payment status, and product details, directly within the Zendesk ticket interface.

Integration Steps:

  1. 0 Customer creates a ticket in Zendesk.
  2. 1 iPaaS queries Infor CloudSuite for Customer (CustomerNumber) and associated Sales Orders, Invoices, and Product information.
  3. 2 Relevant Infor data is displayed in Zendesk as a widget or custom fields, providing agents with a complete context.
  4. 3 Agent resolves the issue with full customer history, leading to faster resolution and personalized service.

Business Outcome

Increased customer satisfaction, reduced average handle time (AHT), improved first contact resolution (FCR), and enhanced agent productivity.

Frequency

Real-time (event-driven on ticket view/update)

Implementation Timeline

Go live with Infor CloudSuite + 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 Infor CloudSuite 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 Infor CloudSuite + 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
POST /infor/m3/api/v1/salesorders Create new sales orders (e.g., service orders) in Infor M3 from Zendesk-initiated requests.
GET /infor/scm/api/v1/inventory/items/{itemId}/locations/{locationId} Retrieve real-time inventory levels for specific items to inform Zendesk agents.
POST /infor/fms/api/v1/journalentries Post financial journal entries (e.g., refunds, credits) to Infor CloudSuite Financials based on Zendesk actions.
GET /infor/hcm/api/v1/employees Retrieve employee records from Infor CloudSuite HCM for HR-related support in Zendesk.
POST /infor/ion/api/v1/events Publish custom business events to Infor ION (e.g., Zendesk ticket closed) for broader Infor ecosystem awareness.
GET /infor/m3/api/v1/customers Retrieve customer details from Infor M3/CRM for display in Zendesk.
GET /infor/fms/api/v1/invoices Fetch invoice details for customer billing inquiries in Zendesk.

⚡ Transformation Logic

  • Customer Data: Map Infor's 'CustomerNumber' to Zendesk's 'external_id' for unique identification. Combine Infor address fields into Zendesk's single address field or custom fields. Normalize phone numbers and email formats.
  • Order/Invoice Data: Summarize Infor line items for concise display in Zendesk. Convert Infor 'OrderStatus' codes to user-friendly text for Zendesk agents. Mask sensitive financial data as needed.
  • Product Data: Map Infor 'ItemNumber' to Zendesk product IDs. Convert Infor 'CurrentStock' to a boolean 'In Stock' or display actual quantity. Structure Infor product descriptions for Zendesk Guide articles.
  • Ticket to Infor Action: Parse Zendesk ticket subject/description/custom fields to extract relevant data for Infor (e.g., refund amount, GL account, service type). Generate unique transaction IDs for traceability.

🛡️ Error Handling

  • Infor CloudSuite API rate limits exceeded: iPaaS throttles and retries with backoff.
  • Zendesk API authentication failure: Alerts triggered, connection automatically retried after token refresh.
  • Data validation error (e.g., missing mandatory field for Infor GL entry): Message routed to DLQ, alert for manual correction.
  • Network connectivity issues between iPaaS and either system: Automated retries, circuit breaker pattern.
Pricing

Simple, transparent pricing for Infor CloudSuite + 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.

General FAQs

▸ What is the primary benefit of integrating Infor CloudSuite with Zendesk?
The primary benefit is achieving a unified 360-degree view of your customer by synchronizing critical ERP data (orders, invoices, product info) with customer service interactions. This empowers Zendesk agents with real-time context, leading to faster issue resolution, personalized service, and automated post-service actions in Infor CloudSuite, ultimately boosting customer satisfaction and operational efficiency.

Technical FAQs

▸ How does an iPaaS facilitate low-code/no-code workflows for Infor CloudSuite and Zendesk?
A modern iPaaS offers visual designers, pre-built connectors for both Infor CloudSuite and Zendesk, and drag-and-drop mapping tools. This enables business analysts and non-developers to configure, test, and deploy complex integration workflows without writing extensive code, accelerating automation initiatives and reducing IT dependency.
▸ How are rate limits managed for Infor CloudSuite and Zendesk APIs?
Rate limits are managed by implementing intelligent strategies within the iPaaS, such as queuing and throttling of API requests, using exponential backoff for retries, and batching multiple operations into single API calls where supported by both Infor CloudSuite and Zendesk, ensuring fair usage and system stability.

Use Case FAQs

▸ Can this integration handle real-time inventory updates from Infor CloudSuite to Zendesk?
Yes, leveraging Infor ION's event-driven capabilities or webhooks from Infor CloudSuite, the iPaaS can trigger near real-time synchronization of inventory levels from Infor SCM to Zendesk. This ensures support agents have the most current product availability information, preventing overselling or providing inaccurate information to customers.

Security FAQs

▸ How do you ensure data security during Infor CloudSuite and Zendesk integrations?
Data security is paramount. We ensure it through multiple layers: using secure authentication protocols (OAuth 2.0, API keys), encrypting data in transit (TLS 1.2+) and at rest, implementing least-privilege access controls for integration accounts, IP whitelisting, and adhering to data privacy regulations (GDPR, CCPA) via the iPaaS's robust security features.

AI Features FAQs

▸ What role does AI play in enhancing Infor CloudSuite and Zendesk integrations?
AI significantly augments integrations by providing intelligent data validation, anomaly detection in transaction flows, automated mapping suggestions between systems, predictive exception handling, and smart routing of workflows. This reduces manual intervention, improves data quality, and makes integrations more resilient and proactive.

Customization FAQs

▸ Can I customize the integration workflows for specific business needs?
Absolutely. The iPaaS platform offers extensive customization options. You can use its low-code/no-code visual designer to modify existing workflows, add conditional logic, implement custom data transformations, or even create entirely new integration flows to meet your unique business requirements, all without extensive coding.

Error Handling FAQs

▸ What happens if there's an error during data synchronization?
Our integration solution includes robust error handling. The iPaaS provides detailed logging, automated retries for transient issues, and configurable alerts for critical failures. Messages that persistently fail are routed to a Dead-Letter Queue (DLQ) for manual review and re-processing, ensuring no data is lost and issues are promptly addressed.
Implementation Timeline

Go live with Infor CloudSuite + 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 Infor CloudSuite 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 Infor CloudSuite + 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 Infor CloudSuite + 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 Infor CloudSuite + 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