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SAP ECC + Zendesk Integration

Clarity Connect™ integrates SAP ECC 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 SAP ECC 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 SAP ECC and Zendesk.

  • Synchronize custom fields defined in SAP ECC Customer Master (e.g., Z-fields) to Zendesk User custom fields.
  • Map SAP ECC Sales Order or Invoice custom fields to Zendesk Ticket custom fields for enriched context.
  • Utilize Zendesk custom ticket fields to trigger specific SAP ECC workflows (e.g., 'SAP Return Initiated' checkbox).
Implementation Timeline

Go live with SAP ECC + 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 ECC 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 ECC + 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 custom fields defined in SAP ECC Customer Master (e.g., Z-fields) to Zendesk User custom fields.
  • Map SAP ECC Sales Order or Invoice custom fields to Zendesk Ticket custom fields for enriched context.
  • Utilize Zendesk custom ticket fields to trigger specific SAP ECC workflows (e.g., 'SAP Return Initiated' checkbox).

Robust Integration Architecture & Design

The integration between SAP ECC and Zendesk is built on a modern, event-driven iPaaS architecture designed for scalability, reliability, and security. It abstracts the complexity of connecting disparate systems, providing a centralized platform for orchestration, monitoring, and governance.

Data Flow Steps

Event-Driven Architecture (EDA): Utilize SAP Change Pointers and Zendesk Webhooks for real-time updates.

Canonical Data Model: Define a standardized intermediate data format within the iPaaS to simplify transformations between systems.

Publish/Subscribe: SAP ECC publishes events (e.g., new customer, order status change) that the iPaaS subscribes to and routes to Zendesk.

Request/Reply: Zendesk agents trigger synchronous requests to SAP ECC for on-demand data retrieval (e.g., order lookup).

Idempotent Operations: Design integrations to ensure that repeat requests do not cause duplicate data in SAP ECC.

Data Touchpoints

iPaaS Platform: Central hub for integration orchestration, mapping, and monitoring.
SAP ECC Connector: Specialized adapter for BAPIs, RFCs, IDocs, and OData services.
Zendesk Connector: Pre-built connector for Zendesk REST APIs and webhook listeners.
Secure Gateway/Agent: For on-premise SAP ECC, a lightweight agent or SAProuter ensures secure, firewall-friendly connectivity to the iPaaS.
Message Queues: For asynchronous processing and buffering messages to handle spikes in load.
Data Transformation Engine: For schema mapping, data enrichment, and standardization.
Monitoring & Alerting Module: Real-time visibility into integration health and performance.

"A conceptual diagram would show SAP ECC (on-premise or cloud) connected to the iPaaS via a secure gateway (e.g., SAProuter, VPN). Zendesk (cloud) connects directly to the iPaaS via its REST APIs and webhooks. The iPaaS layer includes connectors for both systems, a visual flow designer, data transformation engine, error handling, monitoring, and an AI co-pilot module. Data flows bi-directionally, often triggered by events."

Pricing

Simple, transparent pricing for SAP ECC + 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 ECC

Integrating SAP ECC 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 Master / User

Synchronizes customer general data between SAP ECC and Zendesk to ensure a unified view of customer information across sales, finance, and support.

SAP ECC Fields

KNA1-KUNNR (Customer Number) KNA1-NAME1 (Name 1) KNA1-NAME2 (Name 2) KNA1-STRAS (Street) KNA1-ORT01 (City) KNA1-PSTLZ (Postal Code) KNA1-LAND1 (Country) KNA1-TEL_NUMBER (Phone Number) KNA1-SMTP_ADDR (Email Address) KNB1-BUKRS (Company Code) KNB1-KTOKD (Account Group)

Zendesk Fields

id name email phone organization_id external_id user_fields (custom fields for address, company details)

Mapping Notes

SAP KUNNR often maps to Zendesk 'externalid' for unique identification. Address fields (street, city, postal code, country) from KNA1 should be mapped to corresponding Zendesk user custom fields. 'name' in Zendesk typically combines KNA1-NAME1 and KNA1-NAME2. Email (KNA1-SMTPADDR) is crucial for matching. Company Code (KNB1-BUKRS) might map to a Zendesk organization's custom field or drive organization creation.

Next Steps

See SAP ECC + 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

Provide Zendesk agents with immediate access to SAP ECC Customer Master data, Sales Orders, Invoices, and shipment statuses directly within the Zendesk ticket interface. This eliminates the need to switch between systems, ensuring agents have all necessary context to resolve inquiries quickly and accurately.

Integration Steps:

  1. 0 Customer creates a ticket in Zendesk.
  2. 1 iPaaS triggers a lookup in SAP ECC for customer data (KNA1, KNVV) and associated Sales Orders (VBAK/VBAP) or Invoices (VBRK/VBRP) based on customer ID or email.
  3. 2 Relevant SAP ECC data is pulled and displayed as context within the Zendesk ticket or user profile.
  4. 3 Agent resolves inquiry with full customer history and order details.

Business Outcome

Reduced average handling time (AHT), improved first contact resolution (FCR), enhanced customer satisfaction, and empowered agents.

Frequency

Real-time (event-driven on ticket creation/update, or on-demand lookup)

Implementation Timeline

Go live with SAP ECC + 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 ECC 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 ECC + 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/opu/odata/sap/SDSALESDOCUMENTSRV/SalesOrderCollection Create sales orders (e.g., for returns/refunds) or query order details from Zendesk context via OData services.
RFC BAPISALESORDERCREATEFROMDAT2 Programmatically create or update sales orders, including return orders, from Zendesk-initiated requests (e.g., return approvals).
RFC BAPICUSTOMERGETDETAIL2 Retrieve comprehensive customer master data details to populate Zendesk agent context.
RFC BAPIINVOICEGETDETAIL Fetch specific invoice details (header and item) for billing inquiries in Zendesk.
RFC BAPIACCDOCUMENT_POST Post financial accounting documents (e.g., credit memos for refunds) or generate error tickets if posting fails.
IDoc IDoc - ORDERS05 (Outbound) Publish sales order status changes or delivery confirmations from SAP ECC for real-time updates to Zendesk (e.g., custom fields).

⚡ Transformation Logic

  • Data Type Conversion: Convert SAP ECC date formats (YYYYMMDD) to Zendesk compatible formats (ISO 8601).
  • Field Concatenation: Combine SAP ECC name fields (NAME1, NAME2) into a single Zendesk 'name' field.
  • Conditional Mapping: Map SAP ECC Account Group (KNB1-KTOKD) to Zendesk 'organization_id' or a custom field based on business rules.
  • Status Harmonization: Translate SAP ECC Sales Order or Invoice statuses into simplified, user-friendly statuses for Zendesk custom fields.
  • Error Payload Formatting: Extract relevant error codes, messages, and document numbers from SAP ECC BAPI return tables or IDoc status records to populate Zendesk ticket descriptions.
Pricing

Simple, transparent pricing for SAP ECC + 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

▸ Why should I integrate SAP ECC with Zendesk?
Integrating SAP ECC with Zendesk provides your customer service agents with real-time access to critical ERP data (customer details, sales orders, invoices) directly within Zendesk. This leads to faster issue resolution, improved customer satisfaction, reduced manual data entry, and a more unified view of your customer across the organization.

Data & Entities FAQs

▸ What kind of data can be synchronized between SAP ECC and Zendesk?
Commonly synchronized entities include SAP ECC Customer Master (KNA1) to Zendesk Users, Sales Order (VBAK/VBAP) and Invoice (VBRK/VBRP) details for Zendesk ticket context, and financial document (BKPF/BSEG) errors for automated Zendesk ticket creation. Custom fields and specific status updates can also be synchronized.

Technology FAQs

▸ How does an iPaaS facilitate this integration?
A modern iPaaS (Integration Platform as a Service) provides pre-built connectors for both SAP ECC (supporting BAPIs, RFCs, IDocs, OData) and Zendesk (REST APIs, Webhooks). It offers a low-code/no-code visual designer for building integration flows, robust data mapping and transformation capabilities, real-time monitoring, and advanced error handling, abstracting much of the technical complexity.

Use Cases FAQs

▸ Can I automate workflows like returns or refunds from Zendesk to SAP ECC?
Absolutely. The integration can be configured to trigger SAP ECC processes from Zendesk. For example, when a return request is approved in Zendesk, the iPaaS can automatically create a Return Sales Order or Credit Memo Request in SAP ECC, streamlining your returns and refunds workflow and ensuring financial accuracy.

Security & Compliance FAQs

▸ What are the security considerations for connecting SAP ECC to Zendesk?
Security is paramount. Best practices include using secure communication protocols (HTTPS, VPN, SAProuter for on-premise ECC), implementing least-privilege access with dedicated service accounts in SAP ECC, encrypting sensitive data in transit and at rest, and maintaining comprehensive audit trails. An iPaaS with strong security certifications (e.g., ISO 27001, SOC 2) is crucial.

AI Features FAQs

▸ How does AI enhance the SAP ECC-Zendesk integration?
AI can significantly augment the integration by suggesting field mappings, inferring complex transformation rules, automatically validating data for anomalies, and even helping to auto-resolve common integration errors. This accelerates development, improves data quality, and makes your integration more intelligent and resilient.

Data Flow FAQs

▸ Is real-time data synchronization possible?
Yes, an event-driven architecture (EDA) is highly recommended for real-time synchronization. SAP Change Pointers can publish events for master data updates, and Zendesk Webhooks can trigger iPaaS flows for new tickets or status changes. This ensures that data is always up-to-date in both systems, minimizing latency.

Customization FAQs

▸ What if I have custom fields or specific business logic in SAP ECC or Zendesk?
The iPaaS is designed for flexibility. It supports mapping custom fields in both systems and allows you to embed complex business logic and conditional processing using a low-code rules engine. You can also extend workflows with custom scripting or integrate with other services to meet unique business requirements.
Implementation Timeline

Go live with SAP ECC + 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 ECC 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 ECC + 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 ECC + 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 ECC + 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