Connecting your Freshchat, Freshsales, Freshmarketer, and Freshsales Suite account with Freshdesk helps you manage all your contacts in one central place. This seamless interaction between your Freshworks products is now possible with just a click.


Integrating your Freshdesk account to your Chat and CRM accounts will help you:

  • Access Freshdesk tickets linked to your customers on Chat and CRM
  • Convert conversations into Freshdesk tickets
  • Import your Freshdesk knowledgebase articles as FAQs
  • Create Tasks from conversations (learn more about Tasks)
  • Sync your Contacts and Accounts between Freshdesk, Chat, and CRM


Note: This integration is only possible with a click if your Freshchat, Freshsales Suite, and Freshdesk accounts are all on the same org account. You can confirm this by clicking on the multi-color grid icon on the bottom left corner. If they are not, follow the instructions in this article to migrate your account to the same organization.


Before you proceed

  • Make sure you are logged in as a full-time Admin on both Freshchat and Freshdesk. Occasional agents will not be able to connect the two accounts.
  • If you have any of the following marketplace apps integrated, please uninstall them
    • Contact Sync
    • Freshsales
    • Freshsales Suite
    • Freshsales conversations
  • Note that connecting Freshchat and Freshdesk will also connect your Freshsales, Freshmarketer, and Freshcaller accounts with Freshdesk.


TABLE OF CONTENTS


Connecting your Freshchat with Freshdesk

  • Log in to your Freshdesk as an Admin
  • Go to Admin > Chat



  • You will find your Freshchat account(s) listed on the following page
    • If you do not have a Freshchat account, you will find the option to sign up from this page
  • Click 'Connect Account,' and you're done



  • Once you establish the connection between your accounts, you can set things up on Freshchat
  • In case there are changes in the org and the API key needs to be updated, you can edit authorization to update the settings




  • You can also disconnect the account if necessary by hitting the ‘Disconnect account’ button from the dropdown
  • When you disconnect the accounts, you will have the following implications:
    • You will no longer view CRM fields on the Freshdesk Ticket page
    • The synced contact details will be available on the account, however, new contact sync will not happen
    • You will not be able to convert chat conversations to Freshdesk tickets
    • Existing imported knowledge base articles will remain as FAQs, however, new articles will not be available
    • You will no longer be able to create Tasks (or use Task Management)


Connecting your Freshsales Suite with Freshdesk

  • Log in to your Freshdesk as an Admin
  • Go to Admin > Freshsales Suite



  • You will find your Freshsales Suite account listed on the following page
    • If you do not have a Freshsales Suite account, you will find the option to sign up from this page
  • Click 'Connect Account,' and you're done



  • Once you establish the connection between your accounts, you can set things up on Freshsales
    • Click here to learn more about Freshsales Suite settings
  • In case there are changes in the org and the API key needs to be updates, you can edit authorization to update the settings
  • You can also disconnect the account if necessary by hitting the ‘Disconnect account’ button from the dropdown
  • When you disconnect the accounts, you will have the following implications:
    • You will no longer view CRM fields on the Freshdesk Ticket page
    • The synced contact details will be available on the account, however, new contact sync will not happen