Note: This feature is currently not available on Freshdesk Mint.
|Feature||Freshdesk plans||FreshBooks plans|
Access FreshBooks customer details
Garden, Estate, Forest
View FreshBooks invoices
The FreshBooks app for Freshdesk will allow you to:
1. Access customer details from FreshBooks in the Requester Info section of the Freshdesk ticket view page or in the contact details page.
2. Track time spent on a ticket and sync these time-sheet entries between your Freshdesk and FreshBooks accounts. These entries can be used to generate an invoice against a customer for time spent on support.
3. View the five most recent support invoices generated in FreshBooks against a customer.
Admin Steps in Freshdesk
Follow these steps to set it up
1. Sign into your Freshdesk account
2. Under Admin → Apps, Click on "Get More Apps".
3. Find FreshBooks and click Install
4. Enter the API URL and the FreshBooks Authentication Token that you copied from the “My FreshBooks” page.
4. You have the option to restrict your agents from seeing FreshBooks invoices via the app.
5. You can also disable agents from syncing time-sheet entries to FreshBooks.
Choose the options you want and you are now good to go.
Using The Feature
Once the app has been enabled, agents will be able to access customer details from FreshBooks in the Requester Info section of the Ticket Details page.
Any time-sheet entry that agents create or update can be synced to the linked FreshBooks account. When syncing the time-sheet entry, agents need to specify the FreshBooks employee, their project, and the task. The prices that are specified for a task in FreshBooks will be automatically applied to the time-sheet entry and these can then be added as invoice line items. You can also enable a feature, allowing agents to view the five most recent invoices of a ticket requester.
How does Freshdesk retrieve the relevant client data from FreshBooks?
Freshdesk tries match the ticket requester’s company to with your FreshBooks client list. In case of a match, the relevant details are displayed. If no company matches to a client, Freshdesk tries to match the requester’s email to a FreshBooks client and displays the data of any and all profiles that match.
What if a requester’s email matches a client email id in FreshBooks, but not the company?
All data associated with the client email id, including invoices and company details will be retrieved and displayed in Freshdesk.
FreshBooks allows multiple clients to have the same name. Freshdesk does not allow this. How will the app deal with this if a ticket requester’s company and email id matches multiple clients in FreshBooks?
Freshdesk will list all the FreshBooks clients that match the ticket requester’s company. Agents will have the choice to view whichever profile they want. When linking time-sheets, agents will have the option to choose which client to associate the time-sheet entry with.
The FreshBooks app will also display all the invoices linked to the client across all tickets. In case a client’s email matches neither the requestor nor any company, the time-sheet entry can be associated with any other client from FreshBooks.
How are price rates automatically applied to invoices?
Your FreshBooks clients have staff members who can have multiple projects associated with them. Each project can comprise of multiple tasks. The admin in FreshBooks can specify the price rate for completion of each task based on time. When a time-sheet entry is linked to a FreshBooks client, Freshdesk asks agents to specify their project and task as well. Based on the project and task linked, the price rates are automatically applied.
What if an agent’s name in Freshdesk does not match staff name in FreshBooks?
If a Freshdesk agent’s email matches with a staff member in FreshBooks then the FreshBooks app “Staff” column is populated by default. If the agent doesn’t exist in FreshBooks, then the app will display the first staff name that it fetches. Agents will be able to select other names from the drop-down list box.
How will tasks be displayed in the app? What if there are multiple projects?
The Hierarchy of importance in descending order is:
The Freshdesk “Agent” and FreshBooks “Staff” column is the primary field of connection between Freshdesk and FreshBooks. Based on the “Staff” member selected, the projects and tasks options available in the app will change. Based on the tasks selected, price rates will be applied to the time-sheet entry. If there are multiple projects associated with a staff member, choose the appropriate project. This will change the list of tasks associated with the project. Choose the right task and an invoice will be generated based on the price rate specified in FreshBooks.
Can I stop my support agents from seeing invoice elements like “Price per Unit” and “Invoice Total”?
Yes. Go to Admin → Apps → FreshBooks → Edit. In the app configuration page, uncheck the “Show commercial details like cost, amount, total” check box. This will cause invoices to not show “Item rates”, “Staff Rates” and “Total Charges”. Only the item description and the quantity will be displayed.
Can I use Dynamic Placeholders in the "Item description" section of a draft invoice?
Yes. You can use Dynamic Placeholders to automatically include information such as Ticket Number served in the description of a line item in the draft invoice.
NOTE: Not all placeholders can be used in the description of a line item. The image below the entire list of Dynamic Placeholders that Freshdesk has
The following placeholders cannot be used as description for the line item:
- Ticket URL
- Public Ticket URL
- Product specific ticket URL
- Product description
- Last Public Comment
- Satisfaction Survey