The Salesforce Plus App : Natero

Salesforce Plus is an enhanced version of Freshdesk sales integration where we introduce configurable two-way syncs in addition to enhanced CRM data available in Agent view. You can purchase this app from Freshdesk App Gallery.

Feature Availability:

Features	Freshdesk plans	Salesforce plans
Salesforce Sync	Blossom, Garden, Estate, Forest	Enterprise, Unlimited, Professional(if API is enabled), Developer
Field Visibility	Blossom, Garden, Estate, Forest

Feature Details:

Salesforce Sync:

With Salesforce Plus, you can sync Salesforce contacts and company information with Freshdesk and vice-versa. With the help of Master source of data feature, you can choose between Salesforce and Freshdesk to be the primary source or secondary destination for data sync. Apart from default field mapping, you can also map contact and company fields including custom fields. By enabling this feature, you can sync the following objects listed in the table below:

Freshdesk	Salesforce
Contacts	Contacts
Company	Company

Note:

1. Once the Salesforce Plus option is enabled, there won't be any sync performed (ie., no historical data migration will be performed) unless any updates are done in the contacts or company fields on either Freshdesk or Salesforce CRM.

Master Source of Data:

During an update collision, always the secondary destination side information will be overwritten by primary source information. This also includes any updates in contact’s account mapping. For example, if you have chosen Salesforce as Master Source of Data and if you update a company or account information in Freshdesk, this update will not be synced with Salesforce, instead the Salesforce company or account information will be overwritten in Freshdesk.
Sync Settings:
You can configure the Sync mechanism using this option:
- From Salesforce to Freshdesk - The sync is always performed from Salesforce to Freshdesk. By default, Salesforce will be the primary source.
- From Freshdesk to Salesforce - The sync is always performed from Freshdesk to Salesforce. By default, Freshdesk will be the primary source.
- Two-way sync - This sync is bidirectional; you can choose the Master source of Data to be either Salesforce or Freshdesk.
  Note: Only create and update events from Freshdesk will be updated in Salesforce. All the changes from Salesforce will be reflected in Freshdesk.
Set Frequency:
You can also set a sync frequency based on your requirements, currently, you can set - every 30 Mins Once, Hourly, and Daily.
Contacts Field Mapping:
By default, the following fields are mapped - Full Name, Email, Mobile phone, and Work phone. You can map up to 25 fields including the default fields. When the Salesforce Sync is enabled, mapping will be performed based on the match with Accountid, Email, Mobile Phone, and Work Phone - in this order. Before enabling the Sync feature, you need to manually create custom text fields in Freshdesk - SFCONTACTID and in Salesforce - FDCONTACTID.

Company Field Mapping:
By default the company Name field is mapped. You can also map up to 25 fields including the default field. Before enabling the Sync feature, you need to manually create custom text fields in Freshdesk - SFACCOUNTID and in Salesforce - FDACCOUNTID.

Field Visibility

With the previous Salesforce App, you can view Contact, Lead, Account fields, and Opportunity fields. As an enhancement with Salesforce Plus, you can also enable contract and order fields that can be viewed in the Salesforce requester information in the Ticket Details page. You can view the latest five entries of the contract and order information.

Field Mapping Guidelines:

As Email values are unique in Freshdesk, any contact duplication with the same email in Salesforce will not be synced with Freshdesk. For example, when contact A is associated with an email id in Salesforce and Freshdesk. If you are associating another contact B to the same email id in Salesforce, contact B will not be updated in Freshdesk.
Email, Mobile Phone, Work Phone fields will not be overwritten unless these fields are empty. Null values will not be pushed to the other end for the first time to prevent loss of data. However, once two contacts are connected Null values will overwrite the values at the other end.
Email will be updated from Salesforce to Freshdesk only if the email is already not taken.
Freshdesk Tags can be only synced to a Salesforce text box. We will put tags in a comma-separated value. And the comma separated values from Salesforce will be made as tags in Freshdesk.
For Mandatory fields, ensure that they are mapped for sync and the values are passed during sync.
If you are syncing a dropdown and picklist field, ensure that the options are same in both Salesforce and Freshdesk.
Contacts will be synced from Freshdesk to Salesforce even if there is no Email, Mobile, Phone. But not vice versa.
Multipicklist, lookup, formula, and system defined ID fields are restricted from the settings.
DateTime field cannot be synced.

App Installation

Note: If you are currently using the Salesforce App with opportunities to link and want to migrate to Salesforce Plus, first install Salesforce Plus before uninstalling the Salesforce App.

Quick guide to install the Salesforce Plus app:

Go to Admin > Support Operations > Apps > Get More Apps > Salesforce Plus.
Click on Install.
Enter your credentials to authorise Freshdesk to connect to your Salesforce account. Once the installation is complete, you will be redirected to the app configuration page.
Follow the instructions under App Configuration section to enable the desired feature.

App Configuration

Enable Salesforce Sync

With v2, you can sync salesforce contacts and company information with Freshdesk. With the help of Master source of data feature, you can choose between Salesforce and Freshdesk to be the primary source or secondary destination for data sync. Apart from default field mapping, you can also map contact and company fields including custom fields. Follow these steps to enable contract and order fields:

Login to your helpdesk as Admin.
Go to Admin > Support Operations > Apps > Salesforce Plus.
Click the settings icon, in the salesforce settings page, click Field Mapping.
Turn ON the Salesforce Sync toggle.
Click Master Source of Data and select your source. The selected source will act as a primary source, any conflicting changes made on the destination side will be overwritten with the data from the source side.
Click Sync Settings and select the sync mechanism.
Select the sync interval from the Sync Frequency dropdown. The following are the supported frequencies:
- 30 Mins Once
- Hourly
- Daily
Click Field Mapping, click Contact, by default Full Name, Email, Mobile phone, and Work Phone are mapped, apart from these default fields, you can map up to 25 fields. Before mapping the contact fields go through the guidelines listed in the Field Mapping Guidelines section.
Create the following contact custom fields in Freshdesk and Salesforce to enable the sync:
- Login to the Freshdesk Admin portal.
- Click Admin > Support Operations > Customer Fields.
- Click on the Single Line Text icon, in the properties window, do the following:
  - Enter the Label as SFCONTACTID
  - Uncheck the Display to customer optionNote: Your agents should not change the field value.
- Login to your Salesforce account, Click setup.
- Search for Contacts in Quick find box.
- Select Fields under Build > Customize > Contacts from suggestion.
- Select the field type as Text and click Next.
- Enter the name as FDCONTACTID, set size as 40, and click Next.
- In the Step 4. Add to page layouts page, ensure that all the checkboxes are unselected.
  
  Note: You need to make sure that these SFCONTACTID and FDCONTACTID are hidden from your agents view. These are meant to be manipulated by the System.
- Click Save. The new field FDCONTACTID is now created.
Create the following Company custom fields in Freshdesk and Salesforce to enable the sync:
- Login to Freshdesk Admin portal.
- Click Admin > Support Operations > Customer Fields > Companies tab.
- Click on the Single Line Text icon, in the properties window, do the following:
  - Enter the Label as SFACCOUNTID.Note: Your agents should not change the field value.
- Login to your Salesforce account, Click setup.
- Search for Contacts in Quick find box.
- Select Fields under Build > Customize > Account, from suggestion.
- Select the field type as Text and click Next.
- Enter the name as FDACCOUNTID, set size as 40, and click Next.
- In the Step 4. Add to page layouts page, ensure that all the checkboxes are unselected.
  
  Note: You need to make sure that these SFACCOUNTID and FDACCOUNTID are hidden from your agents view. These are meant to be manipulated by the System.
- Click Save. The new field FDACCOUNTID is now created.
In Freshdesk, go to Admin > Support Operations > Apps > Salesforce Plus, click the settings icon.
In the Salesforce Settings page, click Field Mapping, under Field Mapping section, click Contact and select the fields that you want to sync.
In the field mapping section, click Company and select the company fields that you want to sync.
Click Update. Now you have completed the Salesforce sync configuration.

Enable Contract and Order Fields

With Salesforce Plus, you can also enable contract and order fields that can be viewed in the Salesforce requester information in the Ticket Details page. You can view the latest five entries of the contract and order information. Follow these steps to enable these fields:

Login to your helpdesk as an Admin.
Go to Admin > Support Operations > Apps > Salesforce Plus.
Click the settings icon, in the salesforce settings page, click Field Visibility.
If you want to enable contract fields, turn ON the Contract Fields toggle.
To enable order fields, turn ON the Order Fields toggle.
Click Update. The latest 5 entries of contract or/and order details of the requester’s company will be displayed under the requester information in the Ticket Detail Page.

Feature Availability:

Features

Freshdesk plans

Salesforce plans

Salesforce Sync

Blossom, Garden, Estate, Forest

Enterprise, Unlimited, Professional(if API is enabled), Developer

This sync is not applicable if you're using the Salesforce Lightning version.

Field Visibility

Feature Details:

Salesforce Sync:

Freshdesk	Salesforce
Contacts	Contacts
Company	Company

Note:

Master Source of Data:

During an update collision, always the destination side information will be overwritten by primary source information. This also includes any updates in contact’s account mapping. For example, if you have chosen Salesforce as Master Source of Data and if you update a company or account information in Freshdesk, this update will not be synced with Salesforce, instead the Salesforce company or account information will be overwritten in Freshdesk.
Sync Settings:
You can configure the Sync mechanism using this option:
- From Salesforce to Freshdesk - The sync is always performed from Salesforce to Freshdesk. By default, Salesforce will be the primary source.
- From Freshdesk to Salesforce - The sync is always performed from Freshdesk to Salesforce. By default, Freshdesk will be the primary source.
- Two-way sync - This sync is bidirectional, you can choose the Master source of Data to be either Salesforce or Freshdesk.
  Note: Only create and update events from Freshdesk will be updated in Salesforce. All the changes from Salesforce will be reflected in Freshdesk.
Set Frequency:
You can also set a sync frequency based on your requirements, currently, you can set - every 30 Mins Once, Hourly, and Daily.
Contacts Field Mapping:
By default, the following fields are mapped - Full Name, Email, Mobile phone, and Work phone. You can map up to 25 fields including the default fields. When the Salesforce Sync is enabled, mapping will be performed based on the match with Accountid, Email, Mobile Phone, and Work Phone - in this order. Before enabling the Sync feature, you need to manually create custom text fields in Freshdesk - SFCONTACTID and in Salesforce - FDCONTACTID.
Company Field Mapping:
By default the company Name field is mapped. You can also map up to 25 fields including the default field. Before enabling the Sync feature, you need to manually create custom text fields in Freshdesk - SFACCOUNTID and in Salesforce - FDACCOUNTID.

Field Visibility

Field Mapping Guidelines:

As Email values are unique in Freshdesk, any contact duplication with the same email in Salesforce will not be synced with Freshdesk. For example, when contact A is associated with an email id in Salesforce and Freshdesk. If you are associating another contact B to the same email id in Salesforce, contact B will not be updated in Freshdesk.
Email, Mobile Phone, Work Phone fields will not be overwritten unless these fields are empty. Null values will not be pushed to the other end for the first time to prevent loss of data. However, once two contacts are connected Null values will overwrite the values at the other end.
Email will be updated from Salesforce to Freshdesk only if the email is already not taken.
Freshdesk Tags can be only synced to a Salesforce text box. We will put tags in a comma-separated value. And the comma separated values from Salesforce will be made as tags in Freshdesk.
For Mandatory fields, ensure that they are mapped for sync and the values are passed during sync.
If you are syncing a dropdown and picklist field, ensure that the options are same in both Salesforce and Freshdesk.
Contacts will be synced from Freshdesk to Salesforce even if there is no Email, Mobile, Phone. But not vice versa.
Multipicklist, lookup, formula, and system defined ID fields are restricted from the settings.
DateTime field cannot be synced.

App Installation

Note: If you are currently using the Salesforce App with opportunities to link and want to migrate to Salesforce Plus, first install Salesforce Plus before uninstalling the Salesforce App.

Quick guide to install the Salesforce Plus app:

Go to Admin → Support Operations → Apps → Get More Apps → Salesforce Plus.
Click on Install.
Enter your credentials to authorise Freshdesk to connect to your Salesforce account. Once the installation is complete, you will be redirected to the app configuration page.
Follow the instructions under App Configuration section to enable the desired feature.

App Configuration

Enable Salesforce Sync

Login to your helpdesk as admin user.
Go to Admin → Support Operations → Apps → Salesforce Plus.
Click the settings icon, in the salesforce settings page, click Field Mapping.
Turn ON the Salesforce Sync toggle.
Click Master Source of Data and select your source. The selected source will act as a primary source; any, conflicting changes made on the destination side will be overwritten with the data from the primary source side.
Click Sync Settings and select the sync mechanism.
Select the sync interval from the Sync Frequency dropdown. The following are the supported frequencies:
- 30 Mins Once
- Hourly
- Daily
Click Field Mapping, click Contact, by default Full Name, Email, Mobile phone, and Work Phone are mapped, apart from these default fields, you can map up to 25 fields. Before mapping the contact fields go through the guidelines listed in the Field Mapping Guidelines section.
Create the following contact custom fields in Freshdesk and Salesforce to enable the sync:
- Login to Freshdesk Admin portal.
- Click Admin -> Support Operations -> Customer Fields.
- Click on the Single Line Text icon, in the properties window, do the following:
  - Enter the Label as SFCONTACTID.
  - Uncheck the Display to customer option.
    Note: Your agents should not change the field value.
- Login to your Salesforce account, Click setup.
- Search for Contacts in Quick find box.
- Select Build->Customize->Contacts->fields from suggestion.
- Select the field type as Text and click Next.
- Enter the name as FDCONTACTID, set size as 40, and click Next.
- In the Step 4. Add to page layouts page, ensure that all the checkboxes are unselected.
  
  Note: You need to make sure that these SFCONTACTID and FDCONTACTID are hidden from your agents view. These are meant to be manipulated by the System.
- Click Save. The new field FDCONTACTID is now created.
Create the following Company custom fields in Freshdesk and Salesforce to enable the sync:
- Login to Freshdesk Admin portal.
- Click Admin -> Support Operations -> Customer Fields.
- Click on the Single Line Text icon, in the properties window, do the following:
  - Enter the Label as SFACCOUNTID.Note: Your agents should not change the field value.
- Login to your Salesforce account, Click setup.
- Search for Contacts in Quick find box.
- Select Build->Customize->Account->Fields from suggestion.
- Select the field type as Text and click Next.
- Enter the name as FDACCOUNTID, set size as 40, and click Next.
- In Step 4. Add to page layouts page, ensure that all the checkboxes are unselected.
  
  Note: You need to make sure that these SFACCOUNTID and FDACCOUNTID are hidden from your agents view. These are meant to be manipulated by the System.
- Click Save. The new field FDACCOUNTID is now created.
In Freshdesk, go to Admin → Support Operations → Apps → Salesforce Plus, click the settings icon.
In the Salesforce Settings page, click Field Mapping, under Field Mapping section, click Contact and select the fields that you want to sync.
In the field mapping section, click Company and select the company fields that you want to sync.
Click Update. Now you have completed the Salesforce sync configuration.

Enable Contract and Order Fields

Login to your helpdesk as admin user.
Go to Admin → Support Operations → Apps → Salesforce Plus.
Click the settings icon, in the salesforce settings page, click Field Visibility.
If you want to enable contract fields, turn ON the Contract Fields toggle.
To enable order fields, turn ON the Order Fields toggle.
Click Update. The latest 5 entries of contract or/and order details of the requester’s company will be displayed under the requester information in the Ticket Detail Page.

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