How to integrate Freshsales with Freshdesk?
If you use Freshdesk to manage your customer support, you can integrate your Freshdesk account with the web application.
Manage your business better by
- Keeping your sales agent updated with any tickets raised by their customers
- Automatically syncing your support and sales Contacts.
- This two-way integration ensures migration of all your existing customers in Freshdesk as Contacts/Accounts or both
This integration allows:
- 1. Sync fields from Contacts and Accounts/Companies
- To list tickets under Contact and Account profile in Freshsales
- Freshsales Users to get free limited access to Freshdesk
How to enable the integration?
This is how you can set up the integration:
- Login to the web application as an Administrator.
- Go to Admin Settings > Marketplace Apps
- Search for Freshdesk
- You are directed to the Configuration page
- Enter your Freshdesk domain and API key.
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,
- Choose to sync your tickets and contacts/ accounts or Both contacts and accounts.
- Next, choose the 'Direction of the Sync' that you want.
You can choose from:
- 2-way sync (from Frehsales to Freshdesk and from Freshdesk to Freshsales)1-way sync (from Freshsales to Freshdesk)1-way sync (from Freshdesk to Freshsales)
- 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
- Certain default fields are already mapped and can’t be changed.
- The unmapped default fields can be mapped to other default as well as custom fields
2. Custom field mapping:
- Custom fields of Freshdesk can be mapped to custom or default fields of Freshsales and vice-versa.
- Custom fields of all field types can be mapped and synced.
- You need to ensure that all your mandatory custom fields are mapped. Only then, will the Start sync button work
- In case you create a new custom field and want it to be reflected in the Field Mapping tab, click the Refresh field list button.
- Leave the mapping empty if you don't want to sync the field.
3. Field type mapping:
- Text field type can be mapped to any other type of field too.
- Updates of Checkbox type fields are overwritten from the source to the destination during the sync.
- Drop-down fields can be mapped to only Dropdown fields. You can map it at a choice level.
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.
System fields like created at, updated at can’t be mapped and synced
LOGS:
Once your sync is complete,
- Sync start date and time
- Sync end date and time
- Direction of sync
- The number of Contacts created/updated or failed(if any) is shown.
In case of failed records, download the error log by clicking the link 'Download Error Details'. It's downloaded as a .CSV file.
Note:
- This sync happens every 30 mins.
- All duplicates are updated.Only empty fields are updated for the existing lead/contact.
- Only for a checkbox field, values are overwritten.
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')
Ticket Listing
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,
- Click on a ticket to view the details of that ticket, add a note (public and private) and update ticket properties.
- You can create a ticket for your lead by clicking the Create ticket button from the list view page. The tickets you create are listed on the same page.
- You can also send an email and make a call to the contact from the ticket's details page.
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