Features availability:

  

  

Feature

Freshdesk plans

Salesforce plans

Ticket properties from Freshdesk will be accessible in Salesforce.

Estate, Forest (On Request)

Enterprise, Unlimited


Feature Details:
The feature is meant primarily for Salesforce admins who wish to analyze their ticket volumes, helpdesk interaction patterns, agent activities and more.When a ticket is created, the ticket ID is synced to Salesforce along with the subject, link and properties. Admins will be able to access the synced data from Freshdesk Tickets section in the admin panel.

Along with Ticket Properties, Admins will also be have access to a section called “Ticket Metrics” which lists ticket details such as “First Response Time”, “First Assigned Time” and more. With every change in the ticket - from a property update to a response being added, these metrics will be updated.

This feature is enabled only on demand. So if you wish to use the “Freshdesk Ticket Sync to Salesforce” feature, please email us. This sync is not applicable if you're using the Salesforce Lightning version.


Installation Procedure:

On Salesforce
Email us if you wish to have this feature enabled for your helpdesk. You will receive a URL from which you’ll have to install the Freshdesk Tickets app in Salesforce. Once you’ve enabled the app in Salesforce, you will find a new option “Freshdesk Tickets” in the New Tab section.


On Freshdesk

Once you’ve installed the app in Salesforce from the link we share, go to your helpdesk and follow these steps.

  1. Login to your helpdesk. Go to Admin → Apps → Salesforce. Click to enable.

  2. Login and authorize your salesforce account to connect, if necessary.

  3. In the app configuration page, make sure the “Sync Tickets to Salesforce” checkbox is selected



  4. Click on Enable

And your tickets and ticket properties will be synced to Salesforce.

Note: The existing app in Salesforce’s marketplace will not enable this feature for you. You must email us if you wish to have this feature. We will send you a URL from which you can install the “Freshdesk Ticket Sync” app in your Salesforce account. You can have the existing Freshdesk app for Salesforce sync and the new ticket sync app installed simultaneously on your Salesforce account. 


Using the Feature:

Once the app has been enabled, all tickets created in the helpdesk will be automatically synced to Salesforce. The following details will be accessible in Salesforce:

  1. Ticket ID

  2. Ticket Title/Subject

  3. Ticket Properties - such as source, priority, group etc.

  4. Ticket Metrics - such as “First Assigned at”, “First Response time” etc.


Admins in Salesforce can use this to generate extensive reports to monitor the state of their support based on specific parameters such as “First Response Time in Helpdesk”, “Priority Distribution of Tickets” etc. using tools like GainSight.


Ticket Property Updation Rules:

Ticket Properties have certain rules governing updation. If you update a Ticket Property in Freshdesk, such as “Source” or “Product”, the change will not be synced to Salesforce. If you change any of the following properties in Freshdesk:

  1. Status

  2. Priority

  3. Ticket Type

  4. Group

  5. Agent

  6. Due By time*

  7. Deleted or not

then the entire ticket details section will be sent to Salesforce from Freshdesk and updated. Ticket Metrics column, however, is updated for every change in the ticket.


*Note: Due By time updates are also immediately synced to Salesforce. However, since Due By time is dependent on SLA settings and change in Ticket Statuses, they will immediately reflect in Salesforce.


Matching Ticket Requesters to Salesforce Contacts and its Rules:
Depending on the existence of contacts and company details in Freshdesk and Salesforce, when a ticket is synced, contact data might be added or company created in Salesforce. For a comprehensive list of how the Freshdesk - Salesforce app treats contact data, check the following table.


         

         

Details in Freshdesk

Details in Salesforce

Does ticket data exist in Salesforce and match Freshdesk data?

Create new contact/company in Salesforce?

Final ticket data in Salesforce

Contact Name

Company Name

Contact Name

Company Name

Contact

Company

Contact

Company

Contact

Company

Con-A

Com-A

Con-A

Com-A

Yes, Matches

Yes, Matches

no need

no need

Con-A

Com-A

Con-A

Com-A

Con-A

Com-B

Yes, Matches

Yes, Doesn't Match

no need

no need

Con-A

Com-A

Con-A

Com-A

Con-A

Com-B

Yes, Matches

No

no need

Yes

Con-A

Com-A

Con-A

-----

Con-A

Com-X

Yes, Matches

NA

no need

no need

Con-A

Com-X

Con-A

Com-A

Con-A

-----

Yes, Matches

Yes

no need

no need

Con-A

Com-A

Con-A

Com-A

Con-A

-----

Yes, Matches

No

no need

Yes

Con-A

Com-A

Con-A

-----

Con-A

-----

Yes, Matches

NA

no need

no need

Con-A

FD_unknown**

Con-A

Com-A

-----

NA

No

Yes

Yes

no need

Con-A

Com-A

Con-A

Com-A

-----

NA

No

No

Yes

Yes

Con-A

Com-A

Con-A

------

-----

NA

No

NA

Yes

no need

Con-A

FD_unknown**


**NOTE: Orphaned contacts with no company names associated are linked to “Freshdesk Unknown Company” in Salesforce


FAQ:

  1. Will my existing data in salesforce be affected because of this app?
    No. Under no circumstance will any of your existing data in Salesforce be changed by this app. However, the Freshdesk - Salesforce app might add contacts or companies from Freshdesk to your Salesforce contacts list if it doesn’t exist.

  2. I changed one of my ticket properties but it isn’t syncing to Salesforce. Why?
    Not all ticket properties support syncing. If you make changes to the following 7 properties, they will be updated in Salesforce immediately:

    1. Status

    2. Priority

    3. Ticket Type

    4. Group

    5. Agent

    6. Due By time

    7. Deleted or not

If you make changes to one of the above parameters, the entire ticket properties list gets synced to Salesforce. So if you wish to change a non-sync-supported parameter (such as Source), be sure to change one of the above ones as well to reflect changes immediately.

  1. Can Salesforce agents other than Admin view/access ticket details from Freshdesk?
    No. This is an Admin-only app.  It is built primarily to help you collate data across Salesforce and Freshdesk to generate the reports you need to figure out the state of your helpdesk.   

  2. Can I see ticket conversations in Salesforce?
    No. The app only syncs Ticket ID, Subject and Properties to Salesforce along with Ticket Metrics. Conversations, notes and other data will not be synced.