Last updated: 2025-11-14

Source: https://support.freshdesk.com/support/solutions/articles/50000003751-syncing-ticket-field-and-properties-between-freshdesk-and-freshservice

Fsbt

Freshservice for business teams

``` This feature works the same way in Freshservice and Freshservice for Business Teams (FSBT). The plan badges shown above are specific to Freshservice. ```

The Freshdesk-Freshservice/FSBT integration helps customer support teams on Freshdesk collaborate with internal teams on Freshservice/FSBT 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/FSBT in one of the following ways:

You can also map dropdown choices for dropdown fields and sync the default and custom fields between Freshdesk & Freshservice/FSBT 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/FSBT:

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

Custom field sync rules:

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

Bidirectional sync:

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Freshservice/FSBT to Freshdesk sync: