Oracle Fusion Cloud ERP and Zendesk integration

What moves between them

Customer records flow from Oracle Fusion Cloud ERP into Zendesk as organizations and user contacts. ml-connector polls the Oracle Fusion Cloud ERP REST API for new or changed customer records on your schedule, transforms each into a Zendesk organization with associated users, and creates or updates them via Zendesk's REST API. When Zendesk webhook events fire for ticket creation, updates, and resolution, ml-connector receives the HMAC-signed events, maps them back to the originating customer in Oracle Fusion Cloud ERP, and can log the interaction as a note or document for audit and compliance. The integration is bidirectional: Oracle Fusion Cloud ERP pushes customer master data, and Zendesk returns ticket event notifications.

How ml-connector handles it

ml-connector stores OAuth 2.0 credentials encrypted for both systems. On the Oracle Fusion Cloud ERP side, it refreshes the bearer token when a request returns 401, polls the REST API for customers modified since the last poll using LastUpdateDate filtering, and transforms the customer record (name, email, country, credit limit if present) into a Zendesk organization with the customer email as a contact user. On the Zendesk side, it validates the HMAC-SHA256 webhook signature using the X-Zendesk-Webhook-Signature header and the stored webhook secret, creates or updates organizations and users, and can write ticket summaries back to Oracle Fusion Cloud ERP as document attachments or custom fields if configured. Rate limits on both sides are handled with exponential backoff and jitter. The integration respects Oracle Fusion Cloud ERP's one-hour token expiry and Zendesk's persistent OAuth tokens. All records carry an audit trail and can be replayed if a downstream call fails.

A real-world example

A mid-sized B2B software company runs Oracle Fusion Cloud ERP for finance, AR, and customer master data, and Zendesk for global customer support. Before the integration, customer information was manually maintained in both systems, creating gaps when account owners updated payment terms or contact details in Oracle Fusion Cloud ERP but the support team still worked with stale contact records. Zendesk support agents could not quickly see which customers had overdue invoices or pending purchase orders without switching between systems. With Oracle Fusion Cloud ERP and Zendesk connected, each customer record update in Oracle Fusion Cloud ERP flows to Zendesk automatically, and support agents see the linked customer context. When a support ticket is created, ml-connector logs the ticket summary and resolution back to Oracle Fusion Cloud ERP so the finance team has a record of support interactions for each customer relationship.

What you can do

• •Sync customer master records from Oracle Fusion Cloud ERP to Zendesk as organizations and user contacts, filtered by last update date and refreshed on your schedule.
• •Refresh OAuth 2.0 bearer tokens automatically for both Oracle Fusion Cloud ERP and Zendesk, with retries on 401 responses.
• •Validate Zendesk webhook signatures using HMAC-SHA256 and the X-Zendesk-Webhook-Signature header to ensure events originate from Zendesk.
• •Transform customer attributes (name, email, billing country, credit limit) from Oracle Fusion Cloud ERP into Zendesk organization and user objects.
• •Log Zendesk ticket events back to Oracle Fusion Cloud ERP as customer interactions with a full audit trail and the ability to replay failed sends.

Questions

Which direction does data move between Oracle Fusion Cloud ERP and Zendesk?

Customer records flow primarily from Oracle Fusion Cloud ERP into Zendesk. ml-connector polls Oracle Fusion Cloud ERP for new and updated customers and creates or updates them in Zendesk as organizations and contacts. Zendesk publishes ticket and user events via webhook, which ml-connector receives and can log back to Oracle Fusion Cloud ERP as customer interactions or support history.

How does ml-connector handle the OAuth 2.0 tokens for both systems?

ml-connector stores both OAuth 2.0 credential sets encrypted. It refreshes the Oracle Fusion Cloud ERP bearer token when a request returns 401 (tokens are valid approximately one hour). Zendesk OAuth tokens do not expire until revoked, so no refresh is required; however, if a token is revoked, ml-connector will surface an authentication error on the next call.

How does the integration determine when to sync customers from Oracle Fusion Cloud ERP?

ml-connector polls the Oracle Fusion Cloud ERP REST API on a schedule you define (typically every 5 to 15 minutes) and filters customer records using the LastUpdateDate parameter to retrieve only records that have changed since the last poll. This minimizes API calls and ensures that changes in Oracle Fusion Cloud ERP are reflected in Zendesk within your chosen interval.