Posted by Nishi on 19 December 2022
If you use Freshdesk to manage your customer support, you can integrate your Freshdesk account with the web application.
Manage your business better by
This integration allows:,
1. Sync fields from Contacts and Accounts/Companies
2. To list tickets under Contact and Account profile in Freshsales
3. Freshsales Users to get free limited access to Freshdesk
How to enable the integration?
This is how you can set up the integration:
Note:
To know your API key, login to your Freshdesk account, click your Profile picture and select Profile Settings.
Copy the API key that you see and paste it into the field API key in the web application.
Proceed to the Settings tab in Marketplace when you’re done.
Under the SYNC SETTINGS tab,
You can choose from:
4. Save the configuration for now. You are directed to the MAP FIELDS tab.
Note: The sync happens every 30 mins.
FIELD MAPPING
1. Non editable(pre-mapped) default fields
2. Custom field mapping:
3. Field type mapping:
Ex: The Contact Stages used in your Freshdesk account could be Prospect, Lead and Customer. You can map it to an equivalent stage in Freshsales.
A prospect who is in the Contacted stage in Freshdesk should be updated as a Customer in Freshdesk after the sync.
You may use the same stage in Freshdesk and map it to multiple stages in Freshsales and vice-versa.
LOGS:
Once your sync is complete,
In case of failed records, download the error log by clicking the link 'Download Error Details'. It's downloaded as a .CSV file.
Note:
For instance:
Say the 'Job title' of the contact already present in Freshsales is 'Sales Agent'. The 'Job title' in Freshdesk for the same contact is 'Sales Manager'. When updated during the sync, the job title of contact in Freshsales is not overwritten to 'Sales Manager'. But in case the field 'Job title' was empty initially, on syncing, the field is updated as 'Sales Manager')
Any support ticket raised by a customer would be fetched from Freshdesk and associated with the corresponding entity's record in Freshsales. Sales reps can create, update, assign the tickets to support agents, and add notes..
After you’ve enabled Freshdesk, support tickets of contacts created in real time and are listed with the relevant records in Freshsales.
To view the tickets,
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