If you've been using plain old Gmail to handle customer support so far, you might have a lot of contact information about your customers stored in your Google Contacts. Freshdesk's integration with Google Contacts gives you an easy way to import all this information into Freshdesk. Besides just that, you can use Freshdesk as a 'shared address book' between all your agents. The contact sync happens in two ways:

Google Contacts to Freshdesk: Contacts from any group you choose from Google Contacts will be imported into your Freshdesk account with a tag you specify.

Freshdesk to Google Contacts: Verified contacts from your Freshdesk account will be synced back to your Google account under a group called ‘Freshdesk Contacts’

The sync happens every hour. You can set up the sync between one Google account and Freshdesk. The Google account can be your personal account or an Apps account. 

Quick guide to setup contacts sync:

  • Login to your help desk as an administrator.
  • Go to the Admin Tab.
  • Under Helpdesk Productivity, click Integrations.
  • Scroll down and Enable the toggle near Google Contacts.

  • From the next page, click Enable.
  • Sign into your Gmail account and click Allow access to grant Freshdesk the permission to read your Google Contacts.

Now, you’ll be taken back to the sync settings page in Freshdesk. You can now pick one or multiple groups from which contacts should be imported from. 

  • In the sync settings page, you can pick one or multiple contact groups from which contacts should be imported from.
  • You must then specify a sync tag. Contacts imported will be tagged in Freshdesk with this sync tag. 
  • In your Google Account, a new group Freshdesk Contacts will be created to sync contacts from Freshdesk back to Google Contacts. Please note that only verified contacts from Freshdesk will sync back to your Google account. 

  • Check the checkbox next to Overwrite existing contact details in Freshdesk, if you’d like to overwrite any contact in Freshdesk with the corresponding details from your Google account.

  • Click on Import and Activate. Note that the sync happens every hour. 

Your Google Contacts are now integrated with Freshdesk.