Features availability:

Feature

Freshdesk plans

SugarCRM plans

Access customer details from SugarCRM in Freshdesk

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Feature Details:

The SugarCRM app for Freshdesk allows you to retrieve contact, account, and lead details of a requester in your helpdesk from SugarCRM and provide support with better context of your customer’s problems.

Helpdesk admins can configure agent accessibility from the app configuration page and only the details selected by the Admins will be available in the Tickets page and the Contacts page of the Requesters for agents to view and use.


Installation Procedure:

On Freshdesk

  • Go to Admin → Apps → Get More Apps

  • Select SugarCRM and click on Install. The authorization page from SugarCRM will popup

  • Enter your SugarCRM credentials - Account URL, username, password - and authorize

  • You will be taken to the app configuration page where you can select the data fields to be displayed under Contact Details, Account Details, and Lead Details. The data fields that you, as an Admin, choose here are the only ones that your agents will be able to view in the Ticket Details page. You can choose up to 10 data fields each in Contact, Account, and Lead Details sections.

And you are all set.


Using The Feature

The SugarCRM app for Freshdesk provides context to agents about the customer they are trying to support. Once the app has been enabled, details about the customer will be visible in the Requester Info section of their Tickets page. Agents merely have to choose the SugarCRM option in the selector to get the relevant data.


The app matches the email ID of the requester and displays the contacts from SugarCRM. If a requester has multiple email IDs, then all of them will be checked with your SugarCRM account and all contacts which have matching email IDs will be displayed.


The app also tries to match Company name of the requester to any Accounts in SugarCRM. In case of matches, the relevant details are displayed in the Requester Info section below the Contacts section. Agents can select one of the contact matches to get more details. Selecting “View Contact” will take you to SugarCRM’s contact page for that account/requester.


In case the company of a requester matches an account in SugarCRM, agents can just click on the Company name in Requester Info section to get more details about that account. They can also choose one of the matches in the main screen of the Requester Info section as well.


The fields displayed in this section are those that the Admin configured in the app configuration screen. If you need a different field displayed or one of the fields removed, go to
Admin → Apps → SugarCRM → Edit.

 

Agents can also access this data from the Contacts page of the Requester.


FAQ

  1. Requestor Info section shows “Cannot find *Requester Name* in SugarCRM”. Why?
    The app matches only the email IDs and the Company name of the requester. If neither of those match, then no information will be retrieved.

  2. I can see Contact details of the Requestor. But I can’t see his address. Why?
    Please make sure that the Admin has enabled access to the address field in the app configuration window. Go to Admin → Apps → SugarCRM → Edit and make sure that in the Contact Fields section, the data field you want is added there.

  3. How many data fields can I select in Contact, Account or Lead Details section?
    You can choose to display up to 10 fields each in Contact, Account and Lead Details each.