Senior Product Developer

Epicor has launched Epicor Prism across Latin America, bringing AI-driven ERP capabilities to manufacturers and distributors. The portfolio of vertical AI agents is embedded directly in Epicor Kinetic and Prophet 21, giving users conversational access to live ERP data without requiring specialised analytics skills. Epicor Prism includes 18+ pre-built AI agents designed for operational workflows. The Reasoning Agent analyses live ERP data and documents to provide contextual insights, whilst the Developer for Application Studio reduces customisation time by approximately 60%. The launch addresses growing pressure on Latin American businesses to improve productivity whilst navigating volatile supply chains. Unlike generic AI assistants, Epicor Prism leverages Epicor's industry-specific data ontology built on over 50 years of experience in manufacturing, distribution and related sectors.

Epicor to Zendesk integration. August 12, 2026 Updated onAugust 18, 2026 Epicor manages the operational side of the business: orders, inventory, customer records, invoices, and financials. Zendesk manages the customer-facing side: support tickets, agent workflows, and service communications. When the two systems run independently, support agents work without the context they need. They cannot see order status, invoice history, or account details without leaving Zendesk and logging into a separate system. That gap slows resolution times, frustrates customers, and creates unnecessary back-and-forth between support and operations teams. Integrating Epicor with Zendesk through Epicor Automation Studio closes that gap. It surfaces operational data from Epicor directly inside Zendesk, giving support agents the information they need to resolve tickets faster without switching systems. Why your support team needs Epicor data in Zendesk. Manufacturers and distributors running Epicor alongside Zendesk consistently run into the same set of problems when the two systems are not connected: * No order visibility in support tickets: Agents handling a delivery or billing inquiry have to contact operations or log into Epicor separately to find order status, ship date, or invoice details. Every extra step adds time to the resolution. * Duplicate data entry: Customer records created in Zendesk are not connected to Epicor customer accounts, leading to inconsistencies and manual reconciliation between teams. * Reactive customer service: Without access to order history or account standing, agents cannot anticipate customer needs or provide proactive updates on open issues. * Disconnected reporting: Management cannot see the relationship between operational performance and support volume. If a fulfillment issue is generating a spike in tickets, that connection is invisible without integrated data. The data that closes these gaps is already in Epicor. The integration makes it available where support agents actually work. Common data flows between Epicor and Zendesk include customer records and account details, order status and shipping information, invoice history and outstanding balances, product and part information, and event-driven ticket creation triggered by Epicor transactions such as order placements or shipment delays. How the integration works. API-Driven connectivity. Epicor's open API architecture allows data to flow in and out of Epicor without requiring fragile UI-level customization. Zendesk's API supports tickets, organizations, users, and custom fields, making it straightforward to map Epicor data into the fields support agents see on every ticket. Customer IDs from Epicor map to Zendesk organization records, creating a reliable link between operational and support data. Epicor Automation Studio workflows. Epicor Automation Studio is the recommended tool for building and managing the integration on the Epicor side. Built on Workato and embedded natively in Epicor, Automation Studio uses a recipe-based, low-code approach to define how data moves between systems. Workflows can be triggered by events in Epicor, such as a new order, a shipment update, or an invoice posting, and push the relevant data to Zendesk automatically. Because workflows run server-side and outside the UI layer, they remain stable through Epicor upgrades. Error handling and monitoring. A reliable integration requires more than moving data. Failed transactions need to be detected and corrected before they affect support operations. A well-designed Epicor to Zendesk integration includes automated monitoring that logs errors, flags failed syncs, and alerts the right people when intervention is needed. Without this layer, data discrepancies accumulate quietly until a support agent notices something is wrong during a live customer interaction. Epicor Automation Studio: Connecting Epicor and Zendesk without custom code. Automation Studio gives organizations access to a library of pre-built connectors and workflow templates, including Zendesk, without requiring custom development for every integration point. It is embedded directly in Epicor and powered by Workato, which provides access to over 500,000 community recipes and connectors across hundreds of platforms. For an Epicor to Zendesk integration, Automation Studio handles the workflow logic: which customer records to sync, when to push order updates to Zendesk ticket fields, how to handle exceptions, and how to trigger ticket creation from Epicor events. The recipe-based interface means business users and IT teams can build and modify workflows without writing code, and without creating customizations that break when Epicor releases updates. Automation Studio brings together integration, automation, and AI into a single platform, with pre-built Epicor connectors, recipe-based workflow design, a wide variety of triggers, error alerts, and an extensive library of templates. For organizations already using Automation Studio for other integrations, adding a Zendesk connection is a natural extension of the same toolset. How to build a reliable integration. Define which system owns each data element. Epicor should own customer master data, order records, invoice details, and product information. Zendesk should own ticket workflows, agent communications, and support history. Mixing ownership creates conflicts and overwrites that are difficult to resolve after go-live. Establishing clear data ownership before building any workflow prevents the most common integration problems. Focus on high-value data flows. Not every field in Epicor needs to appear in Zendesk. Focus on the data that directly helps support agents resolve tickets: order status, ship dates, invoice balances, and account standing. Syncing unnecessary fields adds complexity, increases maintenance overhead, and makes the integration harder to troubleshoot when something goes wrong. Design for upgrade safety. Both Epicor and Zendesk release updates regularly. Integrations built on UI-level scripts or point-to-point connections break when either system updates. Using Automation Studio's server-side workflows and Zendesk's published REST APIs ensures the integration continues to function as both platforms evolve. Plan for ongoing monitoring. Integration performance should be reviewed regularly, not just at go-live. Error logs, sync frequency, and data accuracy checks catch drift before it becomes a support problem. Assign clear ownership for monitoring the integration and establish a process for reviewing performance as ticket volumes or business processes change. What can go wrong and how to avoid it. * Treating the integration as a one-time project rather than an ongoing operational process * Allowing duplicate customer records to persist across Epicor and Zendesk * Building workflows that depend on UI-level logic and break during upgrades * Syncing too much data too early, creating noise in Zendesk that slows agents down rather than helping them * Skipping user training, leaving support teams unsure how to use the Epicor data that now appears in their tickets * Failing to monitor error logs, allowing data discrepancies to surface during live customer interactions Partner with EC Solutions for Epicor to Zendesk integration. Connecting Epicor with Zendesk requires more than mapping fields between two systems. It requires a clear understanding of how support workflows operate, which operational data actually helps agents resolve tickets, and how to build workflows that remain reliable as both platforms evolve. EC Solutions specializes in Epicor integrations for Canadian manufacturers and distributors. EC Solutions help organizations design Automation Studio workflows that are upgrade-safe, properly scoped, and aligned with real support and operational processes. From initial assessment and data mapping to implementation, testing, and ongoing monitoring, EC Solutions guide the integration from start to finish.