SugarCRM is an open-source customer relationship management CRM application. By integrating your Freshdesk account with Sugar CRM, you can view your Freshdesk tickets from within Sugar CRM.

Installation procedure for SugarCRM 6.0 and Freshdesk:

  • Login to Sugar CRM and click on the Admin tab.
  • Under Developer Tools, click on Module Builder > Upload Module to upload your Freshdesk module.


  • Click on Upload. The file to be uploaded is named "Freshdesk for SugarCRM version 6" and attached at the end of this article. 
  • Click on Install and then when prompted, click on Commit.
  • Once you've done this, click on Admin > Developer Tools > Studio


  • Click on Accounts > Layouts > Detailed View (You'll be following the same instructions for CONTACTS, LEADS & ACCOUNTS).
    You can either create a new panel or you can add a row to an existing panel.


  • In the ‘Toolbox’ a row named ‘Freshdesk Tickets’ will appear. Drag and drop to the new row or panel you have created.
  • Delete the ‘filler’ box on the right by dragging & dropping any other form field into it and then moving it to the trash.
  • Click on Save and Deploy.
  • Once you've done that, go to the details page of a specific lead, contact or account. When you are setting up the integration for the first time, this is what you'll see. Click on the link Click here to go to the Freshdesk configuration page. (This is a one-time step & need not be repeated for Leads & Contacts).


  • Enter your credentials and click on Save. To get your API key, click on your name on the top right corner of the screen, click on Profile Settings. You can copy your API key from here.


  • Follow the same set of instructions for "contacts" and "leads".      
  • Now your Freshdesk tickets can be seen in SugarCRM.

Installation Procedure for SugarCRM 7.0 and Freshdesk:

  • Download the zip file named "Freshdesk for SugarCRM version 7" attached at the end of this solution article.
  • Login to your Sugar CRM portal.
  • Go to the Admin settings and choose the Module Builder option.

  • Upload the zip file which you had downloaded earlier.
  • Click on Commit and if its successfully loaded, you will be taken back to the home screen.
  • Go back to the Admin settings. Check and repair the module. (Note- This step is very important. If this is not done, the dashlet will not appear as it will clear the dashlet cache inside the SugarCRM upon loading the zip file)

  • You can create dashlet for Accounts, Contacts and Leads tab in the menu bar.

  • To create a dashlet in the Contacts tab, click on the contact you like to get more information about in the Contacts tab. This will take you to the detailed contact information.

  • In the dashlet panel, click on Create > Add Row > Add Dashlet and select “Freshdesk Tickets” from the dashlets options that show up.

  • In the next window give a name for your dashlet and click on Save.

  • Now the dashlet is added to the panel. When you do this for the first time you will have to fill in the Freshdesk domain and API credentials by clicking the personal credential under Settings (the gear icon).

  • Now you can edit ticket properties from the dashlet by clicking on the vertical dots. This will show the corresponding ticket properties which can be updated.

  • The same steps need to be followed to create dashlets in Accounts and Leads tab as well.

  • Now the installation is complete.

Note: Please ensure to include your Freshdesk domain url in config_override.php file to prevent the XSRF check.

Note: Users using the integration from within Freshdesk to fetch contact related information from Sugar CRM, are advised to change the parameter 'verify_client_ip' in Sugar CRM's config.php file, from 'true' to 'false'. SugarCRM users who are using an on-demand instance, can get this done by configuring the admin panel - go to admin->systemsettings->advanced, uncheck the option 'validate the user IP address' and save the changes.