Dynamics Plus app is an enhanced version of Freshdesk sales integration where we introduce configurable two-way syncs in addition to enhanced CRM data available in the Agent view. This app also supports on-premise version, you can purchase the app from Freshdesk App Gallery.  


Feature Availability:


Features
Freshdesk Plans
Dynamics Supported Versions

Dynamics Sync

Sprout, Blossom, Garden, Estate, Forest


  • Online 

  • On-premise(Check with Freshdesk support for authentication compatibility.)

Field Visibility


Feature Details:


Dynamics Sync:

With Dynamics Sync, you can sync Dynamics CRM contacts and company information with Freshdesk and vice-versa. With the help of Master source of data feature, you can choose between Dynamics CRM and Freshdesk to be the master or slave for data sync. Apart from default field mapping, you can also map contact and company fields including custom fields. By enabling this feature, you can sync the following objects listed in the table below:

                            

Freshdesk
Dynamics CRM 
Contacts
Contacts
Company
Company



Note: 

  1. The lead information in Dynamics CRM will not be synced with the contacts. 
  2. Even though you enable Dynamics Sync option, the actual sync will be triggered only upon any updates done on either Freshdesk or Dynamics CRM, that is there will not be any historical data migration.

  • Master Source of Data: 

    During an update collision, always the slave side information will be overwritten by master information. This also includes any updates in contact’s account mapping.  For example, if you have chosen Dynamics as Master Source of Data and if you update a company or account information in Freshdesk, this update will not be synced with Dynamics CRM, instead the Dynamics CRM company or account information will be overwritten in Freshdesk.

  • Sync Settings: 
    You can configure the Sync mechanism using this option:

    • From Dynamics to Freshdesk - The sync is always performed from Dynamics CRM to Freshdesk. By default, Dynamics CRM will be the master.
    • From Freshdesk to Dynamics - The sync is always performed from Freshdesk to Dynamics CRM.By default, Freshdesk will be the master.

    • Two-way sync - This sync is bidirectional, you can choose the master source of Data to be either Dynamics CRM or Freshdesk.
      Note: Only create and update events from Freshdesk will be updated in Dynamics CRM. All the changes from Dynamics CRM will be reflected in Freshdesk.

  • Set Frequency: 
    You can also set a sync frequency based on your requirements, currently you can set - every 30 Mins Once, Hourly, and Daily.

  • Contacts Field Mapping: 
    By default, the following fields are mapped - Full Name, Email, Mobile phone, and Work phone. You can map up to 25 fields including the default fields.  When the Dynamics Sync is enabled, mapping will be performed based on the match with Accountid, Email, Mobile Phone, and Work Phone - in this order. Before enabling the Sync feature, you need to manually create custom text fields in Freshdesk - dycontactid and in Dynamics CRM - fdcontact.
  • Company Field Mapping: 
    By default the company Name field is mapped. You can also map up to 25 fields including the default field. Before enabling the Sync feature, you need to manually create custom text fields in Freshdesk - dyaccountid and in Dynamics CRM - fdaccount.

      

Field Visibility


With the previous Dynamics Plus App,  you can view Contact, Lead, and Account fields. As an enhancement with Dynamics CRM, you can also enable contract and order fields that can be viewed in the Dynamics CRM requester information in the Ticket Details page. You can view the latest five entries of the contract and order information. 


Field Mapping Guidelines:

  1. As Email values are unique in Freshdesk, any contact duplication with the same email in Dynamics CRM will not be synced with Freshdesk. For example, when contact A is associated with an email id in Dynamics CRM and Freshdesk. If you are associating another contact B to the same email id in Dynamics CRM, contact B will not be updated in Freshdesk. 
  2. Email, Mobile Phone, Work Phone fields will not be overwritten unless these fields are empty.  Null values will not be pushed to other end for the first time to prevent loss of data. However, once two contacts are connected Null values will overwrite the values at the other end.

  3. Email will be updated from Dynamics CRM to Freshdesk only if the email is already not taken.

  4. Freshdesk Tags can be only synced to a Dynamics CRM text box. We will put tags in a comma separated values. And the comma separated values from Dynamics CRM will be made as tags in Freshdesk.

  5. For Mandatory fields, ensure that they are mapped for sync and the values are passed during sync. 

  6. Dropdown field and whole number fields(Language and Timezone) are not supported for sync. 

  7. Contacts will be synced from Freshdesk to Dynamics CRM even if there is no Email, Mobile, Phone. But not vice versa.

  8. System defined ID fields are restricted from the settings.

  9. URL field in Dynamics CRM can only be synced with a text field in Freshdesk.

  10. For custom fields, currently we support only Simple field type in Dynamics CRM


App Installation


Follow these steps to install Dynamics Plus:

  1. Go to AdminAppsGet More AppsDynamics Plus.
  2. Click on Install.

  3. Enter your credentials to authorise Freshdesk to connect to your Dynamics CRM account. Click Update.  

    Once the installation is complete, you will be redirected to the app configuration page.
  4. Follow the instructions under App Configuration section to enable the desired feature. 


App Configuration


Enable Dynamics Sync


With Dynamics Sync, you can sync Dynamic CRM contacts and company information with Freshdesk. With the help of Master source of data feature, you can between choose between Dynamic CRM and Freshdesk to be the master or slave for data sync. Apart from default field mapping, you can also map contact and company fields including custom fields. Follow these steps to enable contract and order fields:

  1. Login to your helpdesk as admin user.
  2. Go to AdminAppsDynamics Plus

  3. Click the settings icon, in the dynamics CRM settings page, click Field Mapping.

  4. Turn ON the Dynamics Sync toggle.

  5. Click Master Source of Data and select your source. The selected source will act as a master, any conflicting changes made on the slave side will be overwritten with the data from the master side. 

  6. Click Sync Settings and select the sync mechanism.

  7. Select the sync interval from the Sync Frequency dropdown. The following are the supported frequencies:

    1. 30 Mins Once

    2. Hourly

    3. Daily

  8. Click Field Mapping, click Contact, by default Full Name, Email, Mobile phone, and Work Phone are mapped, apart from these default fields, you can map up to 25 fields. Before mapping the contact fields go through the guidelines listed in the Field Mapping Guidelines section.

  9. Create the following contact custom fields in Freshdesk and Dynamics CRM to enable the sync:

    1. Login to Freshdesk Admin portal.

    2. Click Admin->General Settings->Customer Fields

    3. Click on the Single Line Text icon, in the properties window, do the following:

      1. Enter the Label as dycontactid.

      2. Uncheck the Display to customer option and click Done.
        Note: Your agents should not change the field value.  

    4. Login to your dynamics CRM account, Click Sales->Settings->Customizations.


    5. Click Customize the System options.

    6. In the left navigation bar, go to Components->Entities->Account->Fields and click New.

    7. In the New for Contact page, enter the name as fdcontact and click save and close.

  10. Create the following Company custom fields in Freshdesk and Dynamics CRM to enable the sync:

    1. Login to Freshdesk Admin portal.

    2. Click Admin->General Settings->Customer Fields

    3. Click on the Single Line Text icon, in the properties window, do the following:

      1. Enter the Label as dyaccountid.

      2. Uncheck the Display to customer option and click Done.
        Note: Your agents should not change the field value.  

    4. Login to your dynamics CRM account, Click Sales->Settings->Customizations.
    5. Click Customize the System options.
    6. In the left navigation bar, go to Components->Entities->Account->Fields and click New.
    7. In the New for Account page, enter the name as fdaccount and click save and close.
      The new field fdaccount is now created.
  11. In Freshdesk, go to AdminAppsDynamics Plus, click the settings icon
  12. In the Dynamics Settings page, click Field Mapping, under Field Mapping section, click Contact, select the fields that you want to sync. 
  13. In the field mapping section, click Company and select the company fields that you want to sync. 
  14. Click Update. Now you have completed the Dynamics CRM sync configuration.


Enable Contract and Order Fields


With Dynamics Plus, you can also enable contract and order fields that can be viewed in the Dynamics CRM requester information in the Ticket Details page. You can view the latest five entries of the contract and order information. Follow these steps to enable these fields:


  1. Login to your helpdesk as admin user.

  2. Go to AdminAppsDynamics Plus

  3. Click the settings icon, in the Dynamics Settings page, click Field Visibility.

  4. If you want to enable contract fields, turn ON the Contract Fields toggle.

  5. To enable order fields, turn ON the Order Fields toggle.

  6. Click Update. The latest 5 entries of contract or/and order details of the requester’s company will be displayed under the requester information in the Ticket Detail Page.