The Dynamics CRM app for Freshdesk lets you access contact details, lead data and other information right from your ticket view page.

NOTE: You can integrate your helpdesk only with the online version of Dynamics CRM. This app does not support on-premise versions of Dynamics CRM. 


To integrate Dynamics CRM with your helpdesk, you will need 5 data points to authenticate and retrieve information. The five are:

  1. User ID
  2. Password to your Dynamics CRM account
  3. Organization Unique Name - You can get your “Organization unique name” by going to DynamicsCRM settings → Customizations → DeveloperResources → Your Organization Information → Organization Unique Name. 


  4. Organization Service SOAP end point - This data point is also available in the same place as your Organization Unique Name. Go to DynamicsCRM settings → Customizations → DeveloperResources → Your Organization Information → Organization Service for SOAP protocol 


  5. Contact Email - Enter a contact email associated with a contact in Dynamics CRM. 
  6. Data Fields - Select the contact details that you want displayed on the tickets page. 

     


To enable the Dynamics CRM app in your helpdesk, 

  1. Login to your support portal as an administrator.
  2. Go to Admin → Helpdesk Productivity → Apps. 
  3. Click on "Get More Apps" and select “Dynamics CRM”
  4. In the App description page, click on Install