Freshdesk

How does the FreshDesk Integration work?

Freshdesk integrates with Salesforce to effortlessly bring the capabilities of a helpdesk into your CRM. With this integration, your sales and support teams can always work in sync without having to worry about any form of customer communication slipping through the cracks.

You can create Freshdesk tickets from inside Salesforce, and simultaneously access contextual customer information from Salesforce on Freshdesk.

Efficient Collaboraton between Sales and Support Teams

When your helpdesk and CRM work independently, your sales and support teams have to work in silos as there’s no single location where they can access all customer data. They have to constantly switch back and forth between tools to ensure they have a 360-degree view of the customer’s information.

By integrating Freshdesk and Salesforce, you can let your sales department quickly create support tickets and update them with additional information. Likewise, your support team can find out where your customers are in your sales pipeline from within the helpdesk and give them the right kind of technical assistance.

Better, More Contextual Customer Communication

As Freshdesk data will be available on Salesforce and vice-versa, you can ensure there are no lapses in customer communication.

For example, consider a scenario where a sales representative is looking to pitch the advantages of a new feature to a customer who had already raised a support ticket expressing dissatisfaction with the beta version. When there’s no helpdesk information coming into the CRM, the sales rep will not be able to see the support ticket and will continue to have the conversation without any context. Such unpleasant experiences can be avoided if there’s a seamless flow of data between the two tools.

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How to Setup the FreshDesk Integration

• Login to your Freshdesk account as an administrator.
• Go to Admin > Support Operations > Apps > Get More Apps.
• Select Salesforce from the list and click on Install.
• You will be asked to enter your Salesforce credentials.
• Under Salesforce Settings, you can choose the Contact, Lead, Opportunities and Account Fields that you would like to import from Salesforce.
• Once done, click on Update.

How it works

• If a ticket is raised by a customer who is a lead/contact in Salesforce, you can view their related - leads, contacts, accounts, and Opportunities  from Freshdesk.
• Accounts will show up in this panel only if the name of the account in Salesforce matches the name of the company the contact is mapped to in Freshdesk.
• The Salesforce app widget would show up both on the contact details page and the ticket details page.

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