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Unify Infor M3 ERP & Zendesk CX: Deliver Exceptional Customer Service

Break down data silos. Empower agents with real-time Infor M3 customer, order, and financial data directly within Zendesk. Transform your customer experience.

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The Challenge

The Disconnect: Why Fragmented Infor M3 & Zendesk Data Harms Your Business

Without a seamless connection, your Infor M3 ERP and Zendesk customer service platform operate in isolation, creating significant operational inefficiencies and a disjointed customer experience. This manual data gap leads to frustration for both your agents and your customers.

  • Limited Customer Visibility: Zendesk agents lack real-time access to critical M3 data like order history, invoice status, and customer credit information.
  • Inefficient Workflows: Agents waste time switching between M3 and Zendesk, manually searching for information, and re-entering data.
  • Inaccurate Information: Discrepancies between systems lead to incorrect customer answers, delayed resolutions, and potential billing errors.
  • Slow Issue Resolution: The inability to quickly access relevant M3 data prolongs customer interactions and reduces first-contact resolution rates.
  • Poor Customer Experience: Customers are frustrated by agents who don't have a complete picture of their interactions or status, leading to dissatisfaction and churn.
Integration Diagram
Solution Illustration
The Solution

The Unified Solution: Infor M3 & Zendesk Powered by iPaaS

Our AI-powered iPaaS bridges the gap between Infor M3 and Zendesk, creating a cohesive ecosystem where data flows freely and intelligently. This robust integration empowers your customer service team with a single, comprehensive view of every customer, enabling proactive support and superior service delivery.

  • Real-time Data Sync: Synchronize Infor M3 Customer, Sales Order, Product, and Invoice data with Zendesk.
  • 360° Customer View: Provide Zendesk agents with a complete historical and current customer profile from M3.
  • Automated Workflows: Automate data transfers and trigger actions between M3 and Zendesk based on business events.
  • Low-Code/No-Code Platform: Visually design, deploy, and manage complex integrations without extensive coding.
  • AI-Powered Automation: Leverage AI for intelligent mapping, data validation, and anomaly detection.
Implementation Timeline

Go live with Infor M3 & Zendesk: + ERP-CX Sync for Superior Service 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 M3 & Zendesk: and ERP-CX Sync for Superior Service, 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 M3 & Zendesk: + ERP-CX Sync for Superior Service deployments.

Project Phases

Discovery
Configure & Map
Validate
Launch

Engagement Model

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

Comprehensive Solution Details

  • Real-time Data Sync: Synchronize Infor M3 Customer, Sales Order, Product, and Invoice data with Zendesk.
  • 360° Customer View: Provide Zendesk agents with a complete historical and current customer profile from M3.
  • Automated Workflows: Automate data transfers and trigger actions between M3 and Zendesk based on business events.
  • Low-Code/No-Code Platform: Visually design, deploy, and manage complex integrations without extensive coding.
  • AI-Powered Automation: Leverage AI for intelligent mapping, data validation, and anomaly detection.
  • Centralized Monitoring: Gain full visibility into integration health, performance, and error management from one dashboard.
  • Scalable & Secure Architecture: Built on a cloud-native platform ensuring high performance, reliability, and data security.

Technical Integration Details: Connecting Infor M3 and Zendesk

This section outlines the technical framework and methods used to establish a robust and secure integration between Infor M3 and Zendesk. Our iPaaS acts as the intelligent middleware, orchestrating data flows, transformations, and error handling.

Data Flow Steps

API Connectivity: Establish secure API connections to Infor M3 via Infor OS and its M3 API suite, and to Zendesk using its REST APIs.

Authentication: Configure OAuth 2.0 (for M3 via Infor OS) and API token/OAuth (for Zendesk) for secure, least-privilege access.

Event Subscription: Subscribe to Infor ION Business Object Documents (BODs) for M3 events (e.g., CustomerChanged) and configure Zendesk webhooks for real-time notifications.

Data Mapping & Transformation: Design visual data maps within the iPaaS to translate M3's complex schema into Zendesk's data model, applying necessary business logic and transformations.

Workflow Orchestration: Build event-driven or scheduled workflows using low-code tools to define the precise sequence and conditions for data exchange.

Error Handling & Monitoring: Implement comprehensive logging, retry mechanisms, dead-letter queues, and real-time dashboards for proactive issue detection and resolution.

Deployment & Governance: Utilize the iPaaS's lifecycle management for seamless promotion from Dev to QA to Production, with version control and audit trails.

Data Touchpoints

Infor M3 Customer (CRS610) <-> Zendesk User/Organization
Infor M3 Product/Item (MMS200) <-> Zendesk Guide Article/Custom Object
Infor M3 Inventory Balance (MMS080) <-> Zendesk Custom Object/App Display
Infor M3 Sales Order (OIS100) <-> Zendesk App Display/Ticket Custom Fields
Infor M3 Invoice (OIS300) <-> Zendesk App Display/Ticket Custom Fields
Zendesk Ticket/User Events <-> Infor M3 Sales Order/Customer (for advanced workflows)

"Infor M3 (ERP) <-> Infor OS (API Gateway & ION) <-> iPaaS (Connectors, Mapping, Workflows, AI) <-> Zendesk (CX Platform)"

Pricing

Simple, transparent pricing for Infor M3 & Zendesk: + ERP-CX Sync for Superior Service.

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

Connect™ Plan

Clarity Connect

$599 /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 M3 & Zendesk:

Integrating Infor M3 & Zendesk: 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

Synchronization of customer master data between Infor M3 and Zendesk to ensure a consistent, 360-degree view for customer service agents.

Infor M3 & Zendesk: Fields

[field, CUNO (Customer Number)],[description, Unique identifier for the customer in Infor M3.] [field, CUNM (Customer Name)],[description, Full name of the customer or company.] [field, YREF (Your Reference)],[description, Customer's internal reference code.] [field, ADID (Address ID)],[description, ID for the customer's primary address.] [field, PHNO (Phone Number)],[description, Customer's primary contact phone number.] [field, EMAL (Email)],[description, Customer's primary email address.] [field, CSCD (Customer Status Code)],[description, Current status of the customer (e.g., active, on hold).]

ERP-CX Sync for Superior Service Fields

[field, id],[description, Unique identifier for the user or organization in Zendesk.] [field, external_id],[description, Custom field to store M3's CUNO for linking.] [field, name],[description, Name of the user or organization.] [field, email],[description, Primary email address of the user.] [field, phone],[description, Primary phone number of the user.] [field, organization_id],[description, Link to the associated organization in Zendesk.] [field, custom_fields],[description, Various custom fields for M3-specific data like YREF, address components, and customer status.]

Mapping Notes

CUNO from M3 is typically mapped to Zendesk's `external_id` for both User and Organization objects to maintain a unique link. M3's CUNM maps to Zendesk's `name`. Address components from M3's ADID need to be parsed and mapped to individual address fields in Zendesk or custom fields. Email and Phone numbers map directly. Custom fields in Zendesk may be necessary for additional M3-specific customer attributes.

Next Steps

See Infor M3 & Zendesk: + ERP-CX Sync for Superior Service 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.

Real-time Customer Master Data Synchronization

Ensure your Zendesk customer records are always up-to-date with the latest information from Infor M3. Any change to a customer's profile in M3 automatically updates their corresponding record in Zendesk.

Integration Steps:

  1. 0 Customer (CRS610) updated in Infor M3.
  2. 1 Infor ION publishes a Customer BOD (Business Object Document).
  3. 2 iPaaS subscribes to the BOD event.
  4. 3 iPaaS transforms M3 customer data to Zendesk User/Organization schema.
  5. 4 Zendesk User/Organization record is updated/created via API.
  6. 5 M3 Customer Number (CUNO) is mapped to Zendesk's `external_id` for linkage.

Business Outcome

Consistent customer data across systems, preventing discrepancies and ensuring agents have accurate contact and billing information. Reduced manual data entry and improved data quality.

Frequency

Real-time (event-driven)

Business Value

Key Integration Benefits

Discover the strategic advantages and business value of seamless integration between your systems.

360° Customer View
Empower Zendesk agents with real-time access to M3 customer, order, and invoice data, eliminating context switching and providing a complete customer profile.
Automated Data Sync
Automate the flow of critical data like customer updates and order statuses between M3 and Zendesk, reducing manual entry and errors.
Faster Issue Resolution
With immediate access to accurate M3 data, agents can resolve customer inquiries faster, improving first-contact resolution rates.
Enhanced Customer Satisfaction
Deliver consistent, informed, and proactive customer service that builds trust and loyalty, leading to higher CSAT scores.
Increased Agent Productivity
Streamline agent workflows, minimize repetitive tasks, and provide the tools they need to be more efficient and effective.
Reduced Operational Costs
Minimize labor costs associated with manual data handling, error correction, and IT management of point-to-point integrations.
✨

360° Customer View

25% Reduction in AHT

📋 What You Get

Empower Zendesk agents with real-time access to M3 customer, order, and invoice data, eliminating context switching and providing a complete customer profile.

💼 Business Impact

This benefit directly contributes to 25% improvement in Reduction in AHT, enabling your team to focus on high-value strategic initiatives.

Technical Documentation

API Endpoints & Data Logic

Technical details for developers and architects.

Method Endpoint Purpose
GET /m3/api-rest/execute/CRS610MI/GetBasic Retrieve basic Customer (CRS610) master data from Infor M3, used for populating Zendesk User/Organization profiles.
POST /m3/api-rest/execute/CRS610MI/Add Create a new Customer (CRS610) record in Infor M3, potentially triggered by a new 'Organization' or 'User' created in Zendesk (less common).
GET /m3/api-rest/execute/OIS100MI/LstLine Retrieve Sales Order (OIS100) line details for a specific order number, used for displaying order details in Zendesk.
GET /m3/api-rest/execute/OIS100MI/GetHead Retrieve Sales Order (OIS100) header details, including overall status, for display in Zendesk.
GET /m3/api-rest/execute/MMS200MI/GetItmBasic Retrieve basic Item (MMS200) master data for product information in Zendesk Knowledge Base or custom objects.
GET /m3/api-rest/execute/MMS080MI/LstItemBal Retrieve Inventory Balance (MMS080) for items, essential for real-time stock availability information in Zendesk.
GET /m3/api-rest/execute/OIS300MI/GetHead Retrieve Customer Invoice (OIS300) header details for billing inquiries in Zendesk.

⚡ Transformation Logic

  • Standardize address formats and phone numbers.
  • Map M3 specific status codes (e.g., OIS100 STAT) to human-readable labels for Zendesk display.
  • Convert M3 Item Group (ITCL) to Zendesk Guide categories.
  • Handle currency conversions if applicable.
  • Consolidate multiple M3 fields into single Zendesk custom fields or vice-versa where appropriate.
  • Tokenization of sensitive M3 financial data before display in Zendesk if full data is not required.

🛡️ Error Handling

  • Infor M3 API unavailability or rate limit exceeded.
  • Zendesk API returning validation errors for malformed data.
  • Network connectivity issues between iPaaS and either system.
  • Data transformation errors due to unexpected M3 data formats.
  • M3 customer record not found when attempting to link an order.
  • Zendesk custom field limits reached.
Support & Information

Frequently Asked Questions

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

No FAQs available for this integration pair.
Pricing

Simple, transparent pricing for Infor M3 & Zendesk: + ERP-CX Sync for Superior Service.

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

Connect™ Plan

Clarity Connect

$599 /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 M3 & Zendesk: + ERP-CX Sync for Superior Service 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