Integration Hero
Connect™

Unify ERP & Customer Service: SAP Business ByDesign and Zendesk Integration

Deliver 360° Customer Experience with Seamless Data Flow & Automated Workflows

Get Pricing

See how it works
The Challenge

The Disconnect: Why Siloed ERP & CX Data Harms Your Business

Without a unified view, your customer service agents lack critical financial context, leading to inefficient support, frustrated customers, and operational bottlenecks. Manual data transfers are prone to errors and consume valuable time, hindering your ability to scale and deliver consistent, high-quality service.

  • Customer service agents lack real-time order, invoice, or payment status from ByDesign.
  • New customer data isn't consistently synced between Zendesk and SAP Business ByDesign.
  • Support requests requiring financial action are delayed due to manual handoffs.
  • Inaccurate customer data leads to service errors, compliance risks, and customer churn.
  • Manual reconciliation of customer interactions with financial records is time-consuming.
Integration Diagram
Solution Illustration
The Solution

Seamlessly Connect SAP Business ByDesign & Zendesk with Intelligent iPaaS

Our integration solution leverages a powerful iPaaS platform to create a real-time, bidirectional data flow between SAP Business ByDesign and Zendesk. This empowers your customer service team with immediate access to critical ERP data, while ensuring that customer interactions in Zendesk can trigger or inform financial processes in ByDesign, creating a truly connected enterprise.

  • Real-time, bidirectional data synchronization
  • Automated workflow orchestration across systems
  • Unified 360-degree customer view
  • Customizable data mapping and transformation
  • Proactive error handling and monitoring
Implementation Timeline

Go live with SAP Business ByDesign + 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 SAP Business ByDesign 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 SAP Business ByDesign + 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

  • Real-time, bidirectional data synchronization
  • Automated workflow orchestration across systems
  • Unified 360-degree customer view
  • Customizable data mapping and transformation
  • Proactive error handling and monitoring

Technical Integration: Connecting SAP Business ByDesign and Zendesk

This integration leverages a robust iPaaS platform to orchestrate complex data flows and business logic between SAP Business ByDesign's SOAP and OData services and Zendesk's comprehensive REST APIs. It ensures secure, scalable, and real-time connectivity for critical customer and financial data, transforming disparate systems into a cohesive ecosystem.

Data Flow Steps

1. Establish Secure Connections & Authentication: Configure dedicated service users with minimal required permissions for SAP Business ByDesign (Basic Authentication over HTTPS for SOAP/OData). For Zendesk, utilize OAuth 2.0 or API tokens for secure REST API access. All communication is enforced over TLS 1.2+.

2. Event Listeners & Polling Mechanisms: Configure the iPaaS to listen for real-time events from Zendesk (e.g., `ticket.created`, `user.updated` via webhooks) or to periodically poll SAP Business ByDesign (e.g., for new sales orders or inventory level changes) using its OData services.

3. Data Extraction & Transformation: Extract relevant data from the source system. The iPaaS's visual mapping canvas, often augmented by AI, transforms the extracted data to match the target system's specific schema. This includes data type conversions, field concatenation, and conditional mapping (e.g., mapping Zendesk 'Organization' fields to ByDesign 'Business Partner' attributes).

4. Business Logic & Validation: Apply custom business rules and perform data quality checks within the iPaaS. This might include checking for duplicate customer records, enriching data with default values, or validating mandatory fields against ByDesign's stringent requirements before data ingestion.

5. Data Ingestion via API: Call the appropriate API endpoint in the target system to create, update, or query records. For ByDesign, this involves SOAP web services for transactional data and OData for queries. For Zendesk, REST APIs are used for managing users, organizations, tickets, and custom objects.

6. Robust Error Handling & Monitoring: Implement comprehensive error handling strategies within the iPaaS, including immediate retries for transient errors, dead-letter queues for persistent failures, and detailed logging. Centralized monitoring provides real-time visibility into integration health and data flow statuses.

Data Touchpoints

SAP ByDesign: Business Partner (Customer/Supplier), Product (Material), Sales Order, Supplier Invoice, Payment, General Ledger Entry, Project
Zendesk: User, Organization, Ticket, Custom Objects, Knowledge Base

"Zendesk Events (Webhooks: User/Org Create/Update, Ticket Status Change) --> iPaaS (Connectors, Data Mapping, Transformation, Validation, Orchestration) <-- ByDesign Queries (OData: Sales Order, Business Partner, Product, Payment) / ByDesign API Calls (SOAP: Manage Business Partner, Manage Sales Order, Manage Journal Entry Voucher) --> Zendesk API Calls (Create/Update User, Organization, Ticket, Custom Objects) / Zendesk App Widget (Display ByDesign Data)"

Pricing

Simple, transparent pricing for SAP Business ByDesign + 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 SAP Business ByDesign

Integrating SAP Business ByDesign 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

Key Data Entities & Field-Level Mappings for ByDesign-Zendesk Integration

Precise and intelligent mapping of data entities is crucial for a successful integration. Our iPaaS provides visual tools and AI assistance to map fields between SAP Business ByDesign and Zendesk, ensuring data consistency, integrity, and alignment with your specific business processes.

Business Partner (Customer) / Zendesk User & Organization

Synchronizes customer master data, ensuring that contact information, addresses, and roles are consistent across both systems. A Zendesk User can map to a ByDesign Business Partner (Customer Role), and a Zendesk Organization can map to a ByDesign Business Partner (Customer/Prospect Role for B2B).

SAP Business ByDesign Fields

UUID InternalID RoleCode CategoryCode Name StreetName City CountryCode Email PhoneNumber CreationDate

Zendesk Fields

id (User/Org ID) name email phone organization_id (for User) tags external_id address city state country created_at

Mapping Notes

Map Zendesk User `name`, `email`, `phone` to ByDesign Business Partner `Name`, `Email`, `PhoneNumber`. Store ByDesign `InternalID` in Zendesk `external_id` for lookup. Map Zendesk `address` components to ByDesign's structured address fields. Derive ByDesign `RoleCode` (e.g., 'CRM Customer') based on Zendesk user/organization type. Consider mapping Zendesk `tags` to ByDesign `CategoryCode` or custom fields.

Next Steps

See SAP Business ByDesign + 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 Support Agents

When a customer contacts support via Zendesk, agents gain immediate visibility into their SAP Business ByDesign financial history, including past sales orders, open invoices, payment status, and account balance, directly within the Zendesk ticket interface.

Integration Steps:

  1. 0 Customer creates a new Zendesk ticket or updates an existing one.
  2. 1 Zendesk agent accesses the ticket and the integrated custom app/widget.
  3. 2 iPaaS queries SAP Business ByDesign for Business Partner details, associated Sales Orders, Invoices, and Payments based on the customer's ID/email.
  4. 3 Relevant ByDesign financial and order data is displayed in real-time within the Zendesk sidebar or a custom tab.

Business Outcome

Faster, more informed support resolutions; improved first contact resolution (FCR); enhanced customer satisfaction due to personalized service.

Frequency

Real-time (on-demand query from Zendesk)

Business Value

Key Integration Benefits

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

Enhanced Customer Satisfaction
Provide agents with a 360-degree view of customers, including financial history, leading to faster, more informed resolutions and personalized interactions.
Increased Operational Efficiency
Automate manual data entry and reconciliation between ERP and CX, freeing up valuable staff time for higher-value tasks.
Accelerated Issue Resolution
Agents can quickly access order status, invoice details, and payment information directly in Zendesk, significantly reducing resolution times.
Improved Data Accuracy & Consistency
Ensure master data like Business Partners and Products are synchronized across ByDesign and Zendesk, eliminating discrepancies and ensuring a single source of truth.
Faster Order-to-Cash Cycle
Streamline processes from sales order creation to payment, reducing delays caused by disconnected systems and improving cash flow.
Proactive Customer Engagement
Identify potential issues faster by correlating support tickets with financial data, enabling proactive outreach and preventing customer churn.
Scalability & Agility
Easily adapt integration flows to new business requirements, system changes, or increased data volumes without complex recoding, ensuring future-proof operations.
✨

Enhanced Customer Satisfaction

25%+ Improvement in CSAT Scores

📋 What You Get

Provide agents with a 360-degree view of customers, including financial history, leading to faster, more informed resolutions and personalized interactions.

💼 Business Impact

This benefit directly contributes to 25%+ improvement in Improvement in CSAT Scores, enabling your team to focus on high-value strategic initiatives.

Implementation Timeline

Go live with SAP Business ByDesign + 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 SAP Business ByDesign 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 SAP Business ByDesign + 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 /sap/bc/srt/scs/sap/managesalesorderin Create or update sales orders in ByDesign (e.g., for credit memos or re-billing initiated from Zendesk).
POST /sap/bc/srt/scs/sap/managebusinesspartnerin Manage customer and supplier master data (Business Partners) in ByDesign, typically for new customer onboarding from Zendesk.
GET /sap/byd/odata/v1/erp/materials Query product/material master data, including inventory levels and pricing, for display in Zendesk or knowledge base population.
GET /sap/byd/odata/v1/erp/salesorders Query sales order details, status, and line items for customer context in Zendesk.
GET /sap/byd/odata/v1/erp/payments Retrieve payment status and details for customer context in Zendesk, aiding in billing inquiries.
POST /sap/bc/srt/scs/sap/managejournalentryvoucherin Post financial journal entries in ByDesign, useful for integrating with subsidiary GLs or external financial systems, or for specific financial adjustments triggered from Zendesk.

⚡ Transformation Logic

  • Data Type Conversions: Automatically convert between data types (e.g., string to decimal for amounts, various date formats).
  • Field Concatenation/Splitting: Combine multiple Zendesk fields (e.g., first name, last name) into a single ByDesign field (e.g., `Name`), or split ByDesign fields.
  • Conditional Mapping: Apply logic to map fields based on conditions (e.g., set ByDesign `RoleCode` based on Zendesk `tags` or `organization_type`).
  • Data Enrichment: Populate missing ByDesign fields with default values or values derived from other integrated systems.
  • Currency Conversion: Convert amounts to a standard currency if multiple currencies are involved.
  • Data Cleansing: Remove special characters, standardize formats (e.g., phone numbers, addresses) for ByDesign requirements.

🛡️ Error Handling

  • Invalid customer ID during ByDesign Business Partner creation.
  • Missing mandatory fields for a Sales Order in ByDesign.
  • SAP Business ByDesign API rate limits being hit due to high volume.
  • Network timeouts or connectivity issues between iPaaS and either system.
  • Data type mismatches during transformation (e.g., sending text to a numeric field).
  • Duplicate record creation if deduplication logic fails or is not implemented.
  • Zendesk API authentication failures.
Pricing

Simple, transparent pricing for SAP Business ByDesign + 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 are the primary benefits of integrating SAP Business ByDesign with Zendesk?
The core benefits include providing Zendesk agents with a 360-degree view of customer data (including financial history from ByDesign), automating customer and order data synchronization, reducing manual data entry, accelerating issue resolution, and improving overall data accuracy and consistency across your ERP and CX operations.

Technical FAQs

▸ How does the integration handle customer master data synchronization?
Our solution uses a bidirectional sync for customer master data. When a new customer is created in Zendesk, it can automatically create a Business Partner in ByDesign. Conversely, updates to customer details in ByDesign can be reflected in Zendesk. The iPaaS handles deduplication, data validation, and ensures the ByDesign `InternalID` is stored in Zendesk's `external_id` for robust linking.
▸ What kind of Zendesk events can trigger actions in SAP Business ByDesign?
Common Zendesk events like new ticket creation, ticket status updates (e.g., 'approved for refund', 'escalated to finance'), or new user/organization creation can trigger workflows in SAP Business ByDesign. For example, a ticket status change could initiate a credit memo process, a specific financial posting (Journal Entry Voucher), or even update a project status in ByDesign.

Use Case FAQs

▸ Can Zendesk agents see SAP Business ByDesign order or invoice information?
Yes, absolutely. The integration enables Zendesk agents to view real-time or near real-time sales order status, invoice details, and payment information from SAP Business ByDesign directly within the Zendesk interface. This is typically achieved via a custom app or widget embedded in the Zendesk ticket view, querying ByDesign's OData services on demand.

Technology FAQs

▸ How does an iPaaS improve this integration compared to custom coding?
An iPaaS centralizes all integration logic, offers pre-built connectors, visual data mapping tools, robust error handling, and centralized monitoring. This significantly reduces development time, simplifies maintenance, enhances scalability, and provides a low-code/no-code environment that empowers business users, unlike complex, brittle, and expensive point-to-point custom code.
▸ How does AI assist in building and maintaining this integration?
AI acts as a co-pilot, assisting with auto-generating integration flows, suggesting optimal field mappings between ByDesign and Zendesk schemas, inferring complex business rules for transformations, detecting anomalies in data transfers, and helping with sandbox testing and intelligent exception handling. This accelerates development, improves data quality, and reduces manual effort.

Security FAQs

▸ What are the security considerations for this integration?
Security is paramount. We adhere to best practices including TLS 1.2+ encryption for all data in transit, using dedicated service users with minimal permissions for ByDesign, OAuth 2.0/API tokens for Zendesk, IP whitelisting, and comprehensive audit trails. Data validation and robust error handling also prevent unauthorized data manipulation, ensuring compliance with data privacy regulations.

Customization FAQs

▸ Can this integration handle custom fields in both SAP Business ByDesign and Zendesk?
Yes, the iPaaS platform is designed for extensibility. Our visual mapping tools allow you to easily map and transform data between standard and custom fields in SAP Business ByDesign and Zendesk. This ensures that your unique business processes and data requirements are fully supported without needing complex custom development.
Implementation Timeline

Go live with SAP Business ByDesign + 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 SAP Business ByDesign 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 SAP Business ByDesign + 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 SAP Business ByDesign + 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 SAP Business ByDesign + 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