The Freshdesk-Salesforce integration allows agents to view, edit and create Freshdesk tickets from inside Salesforce, and also to view Salesforce contact information inside Freshdesk. To get this integration to work, you will need to install the Salesforce app inside Freshdesk and also the Freshdesk app inside Salesforce.


Salesforce app inside Freshdesk


Installation

  • Login to your Freshdesk account as an administrator.

  • Go to Admin > Support Operations > Apps > Get More Apps.

  • Select Salesforce from the list and click on Install.

  • You will be asked to enter your Salesforce credentials. 

  • Under Salesforce Settings, you can choose the Contact, Lead, Opportunities and Account Fields that you would like to import from Salesforce. 

  • Once done, click on Update.


How it works

  • If a ticket is raised by a customer who is a lead/contact in Salesforce, you can view their related - leads, contacts, accounts, and Opportunities  from Freshdesk.
    • Accounts will show up in this panel only if the name of the account in Salesforce matches the name of the company the contact is mapped to in Freshdesk.
  • The Salesforce app widget would show up both on the contact details page and the ticket details page.





Freshdesk app inside Salesforce


The Freshdesk for Salesforce app is publicly available in the Salesforce Appexchange and can be used with Enterprise edition and above. Please note that only Salesforce Admins can install the Freshdesk-Salesforce package.


Installation

  • Login to Salesforce Appexchange with your Salesforce credentials.

  • Search for Freshdesk and once you locate it, click on the Get it now button.

  • Click on the Install in Production button in the next screen.

  • Confirm the installation after agreeing to the terms and conditions.

  • You will be asked to login to your Salesforce account.

  • Depending on your use case, you can choose to install Freshdesk for everyone or just for the Admins. You can also choose specific profiles to whom Freshdesk tickets should be shown.


Configuration

  • Once the installation is complete, you will be taken to the Installed Packages page.

  • In the side bar on the left, go to Security Controls > Remote Site Settings


  • Create a new remote site and fill in information about your Freshdesk account like its URL and name and save it. The Remote Site Name must only have letters, numbers and/or underscores. Also, the Remote Site URL must start with "http://" or "https://


  • Now, click on the '+' button in the menu bar to open all tabs and click on Freshdesk.

  • Enter your Freshdesk URL and your API key to configure your account.

    • To get your API key, in Freshdesk, click on your profile picture on the top right corner, then on the Profile Settings option. The API key can be seen on the right below the change password option.


    Creating Page Layouts

  • Now, click on Setup on the top right corner next to your name.

  • Go to Build > Customize > Contacts > Page Layouts available on the left side of the setup page.

  • In the layouts listed, click on Edit next to Contact Layout

  • Drag and drop Section available under Fields in the Contact Layout window on top, to the Contact Sample page. This section is where you will see Ticket from Freshdesk in your Contacts page.

  • Name the section as Freshdesk tickets.


  • Now drag and drop ContactsFreshdesk available under Visualforce Pages on the newly created section.

  • Click on the Settings icon on the ContactsFreshdesk section and enable scrolling.

  • Click on the Save button in the Contact Layout window.

  • Now in your Contacts page, you can see the tickets raised in Freshdesk by your contacts.

  • To view or edit the ticket, click on the individual ticket, and this will be the view. Please note that, to update a ticket or to add a note from Salesforce, the logged in Salesforce user must be a valid agent in Freshdesk.

  • To see the tickets in the Leads page or the Accounts page, you can repeat these steps by going to Setup > Customize > Leads > Page Layouts and Setup > Customize > Accounts > Page Layouts.

  • You can also create a new ticket in the Contact's name. Or add notes to existing ones.

Uninstalling the old version of the Freshdesk app


If you've installed the old version (release date of new version is 1/29/2015) in your Salesforce, here's how to remove it:

  • Go to  Build > Customize > Contacts > Page Layouts

  • Click Edit next to the layout in which you had included Freshdesk Tickets section.

  • Click on the Remove button in the LeadsFreshdesk section and then on the Freshdesk Tickets section.

  • Save this layout. Follow the same steps to remove the Freshdesk section from Contacts and Accounts too.

  • Then go to Setup > Build > Installed Packages, locate Freshdesk and click Uninstall.

  • You can choose to save the Package data for 48 hours

  • Click on the "Yes, I want to uninstall.." checkbox and hit the uninstall button.

Now your old version of Freshdesk app for Sales force will be removed. You can install it again by following the instructions in the beginning of this article.


Salesforce integration on Sandbox

 

User information is included in a sandbox copy or refresh for all sandbox types. Since all Salesforce usernames must be unique and refer to a single organization, all copied usernames are modified to ensure uniqueness during the copy process.

For each username, the copy process applies modifications as necessary to generate a unique, new username:

1. First, the sandbox name is appended to the username. For example, the username user@acme.com for a sandbox named testbecomes user@acme.com.test.

2. If the resulting username is not unique, a second modification is performed in which a number of characters and digits are prepended to the modified username. This second modification may result in a username such as00x7Vquser@acme.com.test.


Unfortunately since this is related to Salesforce we do not have more information on this. If you are facing an issue with Sandbox, please contact Salesforce support.


The Freshdesk-Salesforce integration allows agents to view, edit and create Freshdesk tickets from inside Salesforce, and also to view Salesforce contact information inside Freshdesk. To get this integration to work, you will need to install the Salesforce app inside Freshdesk and also the Freshdesk app inside Salesforce.


Salesforce app inside Freshdesk


Installation

  • Login to your Freshdesk account as an administrator.

  • Go to Admin > Helpdesk Productivity > Apps > Get More Apps.

  • Select Salesforce from the list and click on Install.

  • You will be asked to enter your Salesforce credentials. 

  • Under Salesforce Settings, you can choose the Contact, Lead and Account Fields that you would like to import from Salesforce. 

  • Once done, click on Update.


How it works


If a ticket is raised by a customer who is a lead/contact in Salesforce, the corresponding fields can be seen in their tickets.


Freshdesk app inside Salesforce


The Freshdesk for Salesforce app is publicly available in the Salesforce Appexchange and can be used with Enterprise edition and above. Please note that only Salesforce Admins can install the Freshdesk-Salesforce package.


Installation

  • Login to Salesforce Appexchange with your Salesforce credentials.

  • Search for Freshdesk and once you locate it, click on the Get it now button.


  • Click on the Install in Production button in the next screen.


  • Confirm the installation after agreeing to the terms and conditions.

  • You will be asked to login to your Salesforce account.

  • Depending on your use case, you can choose to install Freshdesk for everyone or just for the Admins. You can also choose specific profiles to whom Freshdesk tickets should be shown.



Configuration

  • Once the installation is complete, you will be taken to the Installed Packages page.

  • In the side bar on the left, go to Security Controls > Remote Site Settings


  • Create a new remote site and fill in information about your Freshdesk account like its URL and name and save it. The Remote Site Name must only have letters, numbers and/or underscores. Also, the Remote Site URL must start with "http://" or "https://"


  • Now, click on the '+' button in the menu bar to open all tabs and click on Freshdesk.


  • Enter your Freshdesk URL and your API key to configure your account.

    • To get your API key, in Freshdesk, click on your profile picture on the top right corner, then on the Profile Settings option. The API key can be seen on the right below the change password option.


    Creating Page Layouts

  • Now, click on Setup on the top right corner next to your name.

  • Go to Build > Customize > Contacts > Page Layouts available on the left side of the setup page.


  • In the layouts listed, click on Edit next to Contact Layout

  • Drag and drop Section available under Fields in the Contact Layout window on top, to the Contact Sample page. This section is where you will see Ticket from Freshdesk in your Contacts page.

  • Name the section as Freshdesk tickets.


  • Now drag and drop ContactsFreshdesk available under Visualforce Pages on the newly created section.

  • Click on the Settings icon on the ContactsFreshdesk section and enable scrolling.


  • Click on the Save button in the Contact Layout window.

  • Now in your Contacts page, you can see the tickets raised in Freshdesk by your contacts.


  • To view or edit the ticket, click on the individual ticket, and this will be the view. Please note that, to update a ticket or to add a note from Salesforce, the logged in Salesforce user must be a valid agent in Freshdesk.


  • To see the tickets in the Leads page or the Accounts page, you can repeat these steps by going to Setup > Customize > Leads > Page Layouts and Setup > Customize > Accounts > Page Layouts.

  • You can also create a new ticket in the Contact's name. Or add notes to existing ones.


Uninstalling the old version of the Freshdesk app


If you've installed the old version (release date of new version is 1/29/2015) in your Salesforce, here's how to remove it:

  • Go to  Build > Customize > Contacts > Page Layouts

  • Click Edit next to the layout in which you had included Freshdesk Tickets section.

  • Click on the Remove button in the LeadsFreshdesk section and then on the Freshdesk Tickets section.

  • Save this layout. Follow the same steps to remove the Freshdesk section from Contacts and Accounts too.

  • Then go to Setup > Build > Installed Packages, locate Freshdesk and click Uninstall.

  • You can choose to save the Package data for 48 hours

  • Click on the "Yes, I want to uninstall.." checkbox and hit the uninstall button.

Now your old version of Freshdesk app for Sales force will be removed. You can install it again by following the instructions in the beginning of this article.


Salesforce integration on Sandbox

 

User information is included in a sandbox copy or refresh for all sandbox types. Since all Salesforce usernames must be unique and refer to a single organization, all copied usernames are modified to ensure uniqueness during the copy process.

For each username, the copy process applies modifications as necessary to generate a unique, new username:

1. First, the sandbox name is appended to the username. For example, the username user@acme.com for a sandbox named testbecomes user@acme.com.test.

2. If the resulting username is not unique, a second modification is performed in which a number of characters and digits are prepended to the modified username. This second modification may result in a username such as00x7Vquser@acme.com.test.


Unfortunately since this is related to Salesforce we do not have more information on this. If you are facing an issue with Sandbox, please contact Salesforce support.


Accessing opportunities in Freshdesk


Feature availability:


Feature
 Freshdesk plans
 Salesforce plans
Access Salesforce Opportunities details from Freshdesk and vice versa
 All Plans
 All Plans

 

Feature Details:


This update to the Salesforce app for Freshdesk allows agents to create/link/unlink Opportunities in Salesforce to Freshdesk Tickets. Agents will also be able to view five of the most recent opportunities right next to the ticket. The “Most Recent” will be sorted by “Close Date”.

 

If none of the existing opportunities are the right one to link to a ticket, agents also have the ability to create a new opportunity in Salesforce right from the ticket details page in Freshdesk. Salesforce users will also be able to see linked tickets in the Opportunities page. Clicking on these linked tickets will lead them directly to the Ticket Details Page provided they have the required Freshdesk credentials.


Installation Procedure:


On Freshdesk


Admin Steps

  1. Login to your helpdesk.

  2. Go to Admin → Apps → Get More Apps → Salesforce

  3. Click on Install

  4. Enter your credentials to authorize Freshdesk to connect to your Salesforce account

  5. You will be redirected to the app configuration page. Make sure “Opportunities” is set to “ON”

  6. Choose which fields you want the Opportunities widget to display. By default, Name, Stage and Close Date are displayed

  7. You can allow your agents to create, link/unlink opportunities. Make sure the checkbox is selected to enable this

  8. Click on Enable and the Salesforce app will be installed  

 

Using The App


In Freshdesk


In the Ticket Details Page, agents will be able to see five of the most recent opportunities sorted by “Close By” date. Clicking on the “Link” button next to each item in the Opportunity widget will let them link an opportunity of their choice with the current ticket being viewed. By default, the Opportunities widget will display Name, Stage and Close Date. If you wish to add additional fields, you can do so via the app configuration page.  


Agents can link the same Opportunity to multiple tickets but each ticket can be linked to only one Opportunity. And once an opportunity has been linked, the Salesforce widget in helpdesk will display only the linked opportunity relevant in each ticket page and nothing else.

 

NOTE: Mandatory custom fields in Salesforce Opportunities are not supported for now in this app. In case a user tries to create an Opportunity from Freshdesk when a mandatory custom field is required, the app will throw an error.

 

FAQ

  1. Can I link/unlink/create Opportunities from the Contacts page?
    No. The widget is available only in the Ticket Details Page and all modifications to linked/new opportunities can be made only from there.

  1. I don’t want my agents to be able to create/link/unlink opportunities. Just view them. Is that possible?

    Yes. If you have admin credentials, go to the app configuration page and make sure the “Allow agents to create/link opportunities” checkbox is unchecked.

  1. I tried to create an opportunity in Salesforce from the Freshdesk widget. But it said “Opportunity creation failed. Required Fields missing: [custom_field_name]”. Why does this happen?

    Mandatory custom fields in Salesforce Opportunities are not supported for now in the Salesforce app for Freshdesk. If you try to create an Opportunity from the Freshdesk widget when a mandatory custom field is required, the widget will show you this error message.