Owing to the Freshdesk Salesforce Integration, agents may View, Edit, and Create Freshdesk Tickets from within Salesforce, as well as access Salesforce Contact Information from within Freshdesk.
You’ll need to install the Salesforce app in Freshdesk, as well as the Freshdesk app in Salesforce, for the Freshdesk and Salesforce Integration to be successful.You’ll learn about the advantages of setting up Freshdesk Salesforce Integration.
Let’s get going
Prerequisites
- An Active Salesforce account.
- A Freshdesk account.
- Working knowledge of Cloud Computing services and CRM tools.
Introduction to Freshdesk
Freshdesk is a robust Cloud-based customer service software that houses some reliable Helpdesk Features as well as helpful Automation for efficient customer service.
Introduction to Salesforce
Salesforce is a cloud-based Customer Relationship Management (CRM) tool that helps businesses manage Sales and Customer Information.
Methods to Set up Freshdesk Salesforce Integration
- Method 1: Using Freshdesk’s Native Salesforce Integration
- Method 2: Using Freshdesk for Salesforce App for Freshdesk Salesforce Integration
Method 1: Using Freshdesk’s Native Salesforce Integration
- Step 1: Installing the Salesforce Application in Freshdesk
- Step 2: Authorizing the Salesforce Freshdesk Integration
Step 1: Installing the Salesforce Application in Freshdesk
- First, log in to your Freshdesk account, as an administrator.
- Now, you need to find the Get More Apps option. You may find this under Admin > Support Operations > Apps > Get More Apps.
- Choose Salesforce from the drop-down menu and press Install.
- You’ll be prompted to enter your Salesforce Username and Password.
- You can specify which Contact, Lead, Opportunity, and Account Fields you want to import from Salesforce from settings.
- Once you’re finished, click on Update.
Step 2: Authorizing the Salesforce Freshdesk Integration
- If a prospect/customer, who is a Salesforce Lead/Contact raises a ticket, you may examine their linked – Leads, Contacts, Accounts, and Opportunities, directly from Freshdesk.
- Note: Only if the account name in Salesforce matches the name of the firm, the Salesforce Contact is mapped to Freshdesk.
- Both the Contact Details page and the Ticket Details page in Freshdesk would now have the Salesforce app widget.
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Method 2: Using Freshdesk for Salesforce App for Freshdesk Salesforce Integration
- Step 1: Installing the Freshdesk Application in your Salesforce
- Step 2: Configuring Freshdesk for Salesforce Packages
Step 1: Installing the Freshdesk Application in Salesforce
- First, use your Salesforce Credentials to log in to Salesforce AppExchange.
- Search for Freshdesk and then click the Get it Now option once you’ve found it.
- After agreeing to the terms and conditions, confirm the installation.
- You’ll be prompted to enter your Salesforce credentials.
- You can choose to install Freshdesk for everyone or just the admins, depending on your needs. You may also pick which Freshdesk profiles should see your Tickets.
Step 2: Configuring Freshdesk for Salesforce Packages
- You’ll be redirected to the Installed Packages page once the installation is complete.
- Go to Security Controls > Remote Site Settings in the left-hand sidebar.
- Create a new Remote Site and save it with information about your Freshdesk accounts, such as its URL and name. Only Letters, Digits, and Underscores are allowed in the Remote Site Name. In addition, the URL for the Remote Site must begin with “HTTP://” or “HTTPS://.”
- To open all tabs, click the ‘+’ icon in the menu bar and select Freshdesk.
- To configure your account, enter your Freshdesk URL and API key.
- In Freshdesk, click on your profile photo in the top right corner, then click on the Profile Settings option to acquire your API key. The API key may be found on the right, just below the option to update your password.
Conclusion
- You can allow your Sales staff to easily issue Support Tickets and update them with extra information through this Freshdesk Salesforce Integration.
- Similarly, from within the helpdesk, your Support team can determine where your customers are in your Sales Pipeline and provide them with the appropriate technical assistance.
- As there is no central spot from where your Sales and Support teams can access all customer data when your Helpdesk and CRM run separately, teams must work in silos.
Davor DSouza is a data analyst with a passion for using data to solve real-world problems. His experience with data integration and infrastructure, combined with his Master's in Machine Learning, equips him to bridge the gap between theory and practical application. He enjoys diving deep into data and emerging with clear and actionable insights.
