The Freshdesk-Freshservice integration helps customer support teams on Freshdesk collaborate with internal teams on Freshservice and provide faster resolutions. This integration enables companies to streamline and accelerate the service management process and deliver outstanding support from a unified window. 


Syncing ticket fields and properties


You can sync ticket fields between Freshdesk & Freshservice in one of the following ways:

  • Freshdesk -> Freshservice
  • Freshservice -> Freshdesk
  • Freshdesk Freshservice (bidirectional)

You can also map dropdown choices for dropdown fields and sync the default and custom fields between Freshdesk & Freshservice like ticket status, customer ID, customer pin code, etc.


Field sync guidelines: 


Here are some of the guidelines you need to keep in mind while syncing fields between Freshdesk and Freshservice: 


Note: In a scenario where a ticket field is updated on Freshservice based on an action/update on Freshdesk, then Freshdesk is the source side, and Freshservice is the destination. We will be using these references in the pointers below. 

  • The field mapping should always be 1:1. Choice mapping (dropdown choices) can be many:1, but it can not be 1:many. 
  • The sync direction can be set on a per-field basis, but only one mapping per field is allowed. 
  • The field sync between Freshdesk and Freshservice is case-sensitive. 
  • You can map the custom field based on the details below
  • If choices are not mapped to a dropdown field, the value will be directly copied to the destination. However, some dropdown fields will require mandatory choice mapping.
  • Only fields that are mapped via the ticket field sync will be synced. Other fields will not be affected.
  • When you are mapping a value from the dropdown choices, only the values that are mapped will sync. If the value is changed to any other value from the dropdown, it will not be synced.
  • If a field or a choice is deleted in either Freshdesk or Freshservice, then an error will be displayed on the sync fields page on Freshdesk admin settings. The admin will need to resolve the issue before saving a new change.
  • Once a source field is selected, only the applicable destination fields are displayed for syncing.
  • Field syncing will only work on tickets that are created after setting up the integration and sync. It will not automatically update any of the previously created tickets or issues. However, when an existing ticket is updated, field syncing will be applied.
  • Because data synced fields cannot be unsynced, we recommend that you test your field sync settings in the sandbox. If required, you can pause the field syncing feature on your account at any time.
  • Automations can trigger field sync, but sync won't trigger automation rules. 
  • If the integration is broken due to plan downgrade or unlinking, the data will not be synced between Freshdesk and Freshservice. 
  • If a ticket is archived or deleted in either Freshdesk or Freshservice, any corresponding updates in the Freshdesk or Freshservice tickets won't be synced.
  • Fields will be synced in the primary languages set in the account (not based on the multilingual variants) 

Custom field sync rules:


The syncing between custom fields and default fields of Freshdesk and Freshservice is detailed below:


Bidirectional sync:

Freshdesk

Freshservice

Single line

Text

Multi line

Paragraph

Number

Number

Decimal

Decimal

Checkbox

Checkbox

Custom Dropdown 

Custom Dropdown

Default fields (group, status, priority)

Default fields (group, status, priority)

Custom Dropdown 

Default fields (group, status, priority)

Date

Date


Freshdesk to Freshservice sync:

Freshdesk Custom Fields

Freshservice Custom and Default Fields

Single line (Customer ID)

Custom fields:


Text (Customer ID)

Paragraph (Customer details)

Multi line

Custom field:


Paragraph (Customer details)

Number

Custom field:


Text (Customer ID)

Paragraph (Customer details)

Number (Customer pin code)

Decimal

Decimal

Custom fields:


Text (Customer ID)

Paragraph (Customer details)

Decimal

Checkbox

Custom field:


Checkbox

Dropdown

Custom fields:


Text (Cust ID)

Paragraph (Customer details)

Dropdown (without lookup)

Dropdown (with lookup)

Multi-select dropdown

Multi-select dropdown (with lookup)


Default fields:


Status

Urgency

Impact

Priority

Group

Agent

Department

Date

Custom fields:


Text (Customer ID)

Paragraph (Customer details)

Date




Freshdesk Default Fields

Freshservice Custom Fields

Group


Custom fields:


Text (Customer ID)

Paragraph (Customer details)

Dropdown (without lookup)

Multi-select dropdown


Default fields:


Group

Department


Agent

Custom fields:


Text (Customer ID)

Paragraph (Customer details)

Dropdown (without lookup)

Multi-select dropdown


Default field:


Agent

Type

Custom fields:


Text (Customer ID)

Paragraph (Customer details)

Dropdown (without lookup)

Multi-select dropdown



Status

Custom fields:


Text (Customer ID)

Paragraph (Customer details)

Dropdown (without lookup)

Multi-select dropdown


Default field:


Status

Priority


Custom fields:


Text (Customer ID)

Paragraph (Customer details)

Dropdown (without lookup)

Multi-select dropdown


Default fields:


Urgency

Priority


Company


Custom fields:


Text (Customer ID)

Paragraph (Customer details)

Dropdown (without lookup)

Multi-select dropdown


Freshservice to Freshdesk sync:

Freshservice Custom Fields

Freshdesk Custom Fields

Single line text

Custom fields:


Single line

Multi line

Default fields:



Paragraph

Custom field:


Multi line

Number

Custom fields:


Single line

Multi line

Number

Decimal

Decimal

Custom fields:


Single line

Multi line

Decimal

Checkbox

Custom field:


Checkbox

Dropdown

Custom fields:


Single line

Multi line

Dropdown


Default fields:


Group

Agent

Type 

Status

Priority

Dropdown (with lookup)

Custom fields:


Single line

Multi line

Dropdown

Date

Custom fields:


Single line

Multi line

Date

Multi-select dropdown

Custom field:


Multi line

Multi-select dropdown (with lookup)

Custom field:


Multi line


Freshservice Default Fields

Freshdesk Custom Fields

Status

Custom fields:


Single line

Multi line

Dropdown


Default field:


Status

Urgency

Custom fields:


Single line

Multi line

Dropdown


Default fields:


Priority

Impact

Custom fields:


Single line

Multi line

Dropdown

Priority

Custom fields:


Single line

Multi line


Default fields:


Priority

Group

Custom fields:


Single line

Multi line

Dropdown


Default field:


Group

Agent

Custom fields:


Single line

Multi line

Dropdown


Default field:


Agent

Department

Custom fields:


Single line

Multi line

Dropdown


Default field:


Group