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The Freshdesk for Salesforce app is available in the Salesforce AppExchange and can be used with the Enterprise Edition and above.  


Note: Only Salesforce Admins can install the Freshdesk-Salesforce package.

 

Installation from AppExchange

  1. Log in to the Salesforce AppExchange with your Salesforce credentials.
  2. Search for Freshdesk and click Get it Now.
    If you are not able to find the app, you can install the app using this link - Freshdesk for Salesforce.
  3. Click Install in Production.
  4. Confirm the installation after accepting the terms and conditions.
    You will be asked to log in to your Salesforce account.
  5. Based on your use case, you can choose to install Freshdesk for everyone or only Admins. You can also choose the specific profiles to whom Freshdesk tickets should be displayed.


Post-installation steps

  1. Once the installation is complete, you will be redirected to the Installed Packages page.
  2. From the left pane, go to Security Controls > Remote Site Settings.
  3. Click Create New View to create a new remote site. Enter your Freshdesk account details, such as the URL and name, and click Save.
    Note: The Remote Site Name must only have letters, numbers, and/or underscores. Also, the Remote Site URL must start with "http://" or "https://
  4. Click on App Launcher (Icon with nine dots) on the navigation bar and search for Freshdesk.
  5. Enter your Freshdesk URL and your API key to configure your account. The URL should be in this format - "https://yourdomain.freshdesk.com".
    To get your API key in Freshdesk, click on your profile picture in the top right corner and click Profile Settings. You can see your API key can be seen below the change password option.


Placement of Component

We are using the latest LWC component. Please use the lightning app builder to place any of these components on the record page at any given space on the Contact and Account pages.

  • ticketList: This component is available to use on the Contact record page.
  • viewAllAccountTickets: This component needs to be placed on the Account record page.

Note: Your organization might use different lightning pages in combination with App, Profile, and Record Type. Please place the component on all possible lightning pages using the lightning app builder.


Contact component - ticketList

  1. To open any contact record, click on the gear/setting icon and click Edit Object.
  2. In Lightning App builder, search component “ticketList”, drag and place it on a wide blank area available on page builder as it contains a table that is best viewed on the wider area.
  3. Save and return to the record page.
  4. You will see the Freshdesk tickets of the contact based on their email ID


Account component - viewAllAccountTickets

  1. To open an account record, click on the Gear icon and click Edit Page. This opens the lightning app builder for the current Account record page. 
  2. In the app builder, search viewAllAccountTickets and place it.
  3. Save and return to the record page.
  4. You will see Freshdesk tickets of all the contacts corresponding to that Account on Salesforce.

Permissions

We have 32 permission sets that are assigned to users to access different Freshdesk functionalities from Salesforce Org.

  • Freshdesk view access (contains custom permission - View Access Freshdesk): View access is the least permission that is needed to view Freshdesk tickets in salesforce org. This permission will allow users to view the tickets on Contact.
  • Freshdesk edit access (contains custom permission - Edit Access Freshdesk and View Access Freshdesk): Allows users to View, edit tickets, and add notes on tickets.
  • Freshdesk create access (contains custom permission - Create Access Freshdesk and View Access Freshdesk): Allows users to View and Create tickets.