Clarity Connect integration
Zendesk SAP Integration
Show SAP Business One or SAP Business ByDesign customer, order and delivery data to agents inside Zendesk, and pass the tickets that need the ERP back to it, through Clarity Connect.
What moves between Zendesk and SAP
Searches for this page split almost evenly between SAP Business One and SAP Business ByDesign, the two SAP ERPs aimed at midsize companies, so it covers both. The Zendesk side is the same for either.
Zendesk holds the conversation: tickets, the people who raise them and the companies they belong to. SAP holds the facts agents get asked about, such as what was ordered, whether it shipped and what was invoiced. The integration brings those facts to the ticket and sends back only what the ERP must act on.
Zendesk
Where customers ask and agents answer
- Tickets
- Users
- Organizations
- Custom fields and custom objects
SAP Business One / ByDesign
Where orders, deliveries and invoices live
- Customers (business partners or accounts)
- Sales orders
- Deliveries
- Invoices
- Service calls or service requests
Zendesk to SAP record mapping
Zendesk names from its Support API; Business One names from the Service Layer reference; ByDesign names as SAP's ByDesign integration documentation gives them. Discovery decides which records you need.
| Zendesk | SAP Business One | SAP Business ByDesign | Direction |
|---|---|---|---|
| Organization | BusinessPartners (customer) | Account | SAP to Zendesk |
| User | Contact person on the business partner | Contact | SAP to Zendesk |
| Custom object record or sidebar app | Orders, DeliveryNotes, Invoices | Sales order, outbound delivery, customer invoice | SAP to Zendesk |
| Ticket flagged by a trigger | ServiceCalls | Service request | Zendesk to SAP |
| Ticket custom field | SAP document number | SAP document number | SAP to Zendesk |
How the Zendesk sync runs
ERP customers become Zendesk organizations
Connect copies customers and their contacts from SAP into Zendesk organizations and users, with the SAP customer number stored in a custom organization field. Every new ticket from a known customer is then tied to the right ERP account without the agent looking it up.
Order and delivery details next to the ticket
There are two ways to put ERP data in front of an agent. Connect can write recent orders and deliveries into Zendesk custom objects on a schedule, or a small Zendesk app in the ticket sidebar can ask for the customer's open orders when the ticket is opened, so the answer comes straight from SAP.
Tickets that need action in the ERP
A Zendesk trigger can call a webhook when a ticket gets a tag or field value, for example a return request or a billing dispute. Connect receives it and creates the matching record in SAP, such as a service call in Business One or a service request in ByDesign, then writes the SAP number back to the ticket.
See Clarity Connect move an order
Watch an online order travel into the ERP and its status come back in our Clarity Connect demo, or book a live walkthrough on your own systems.
How each system is reached, and a Zendesk change to plan for
Business One is reached through its Service Layer, SAP's OData and REST interface. ByDesign offers SOAP web services, switched on through a communication arrangement, and OData services, where an administrator chooses in the OData Services view which business objects are exposed. The current ByDesign release on SAP's help site is 2611.
On the Zendesk side, API tokens are being retired: new tokens can no longer be created as of October 27, 2026, and Zendesk will deactivate the remaining ones on April 30, 2027. A new Zendesk integration should use OAuth access tokens.
Both ERPs also have their own service tools, service calls in Business One and service requests in ByDesign. Decide early which system agents work in, so a ticket is never handled twice.
How Clarity Connect runs it
Clarity Connect is Clarity's integration platform. It holds a lasting two-way link between Zendesk and your SAP system and runs each flow, such as customers to Zendesk or flagged tickets to SAP, as its own task, immediately or on a schedule. Every project starts with a Clarity business analyst documenting which fields and workflows each system shares. Clarity has built more than 3,000 integrations on Connect; demos are in the Clarity Connect video playlist.
Discovery
A Clarity business analyst documents the data fields and workflows each system can share and which ones you need.
Tasks and mapping
Each flow becomes a Connect task, such as orders to the ERP or stock to the store, set to run in real time or on a schedule.
Testing
Orders and updates are run end to end, including the return trip of statuses back to the customer-facing system.
Live, with a dashboard
Queues and scheduled tasks show in Connect's Hangfire dashboard. A job whose target is offline is retried 10 times, every 30 minutes, and can be re-queued once the cause is fixed.
Clarity Connect is sold as a SaaS subscription at $599 a month or as a one-time license at $15,000 with no ongoing fees, and larger projects are priced to scope. See pricing.
Questions
Does this work with both SAP Business One and ByDesign?
Yes. The Zendesk side is the same; only the SAP interface changes. Business One uses the Service Layer, and ByDesign uses its web services or OData services.
Can agents see live order status, not a copy?
Yes, with a Zendesk sidebar app that requests the data when a ticket opens. If a copy refreshed on a schedule is enough, Zendesk custom objects are simpler to report on.
Do we need to change how we authenticate to Zendesk?
If you use API tokens, yes. Zendesk stopped new token creation on October 27, 2026 and deactivates existing tokens on April 30, 2027, so a new integration should use OAuth.
Can a ticket create a return in SAP?
A tagged ticket can create a record in SAP, such as a service call or service request, for your team to process. Whether it should raise a return document directly is decided in discovery, because returns usually need approval.
Related resources
Connect Zendesk and SAP
Tell us which questions your agents answer from SAP today. A Clarity business analyst will map the customers, orders and ticket types with your team before anything is built.
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