Last updated: 2020-11-15

Source: https://support.freshservice.com/support/solutions/articles/50000002892-integrating-freshservice-with-freshsales

Note: We've updated our pricing and packaging. This feature is available from Blossom plan for customers who signed up before Nov 2nd 2020.

Freshservice offers the option to integrate with Freshsales, the CRM offering from Freshworks. By integrating Freshsales, you can view contact information from Freshsales in Freshservice.

To integrate Freshservice with Freshsales, follow the steps mentioned below:

  • Log into your Freshservice account and head to Settings > Apps and click on Get More Apps.
  • Search and choose Freshsales

  • Enter your Freshsales Account domain and Authentication token (your API key).
  • Once done, click Authenticate.
  • After successful authentication , add the Freshsales contact fields you want to be shown in your Freshservice account.
  • After choosing the fields, click Install.

    • After installation, all the chosen information from Freshsales will be shown in the ticket detail pages of Freshservice.

    The integration also supports uni-directional sync of contacts and accounts from Freshservice to Freshsales. To achieve this, you will need to install the Freshsales Contacts Sync App in Freshservice.

    To install Freshsales Contacts Sync App in Freshservice,

  • Log into your Freshservice account and head to Settings > Apps and click on Get More Apps.
  • Search and choose Freshsales Contact Sync

  • Click the Install button. The Settings tab will appear.
  • On the Settings tab, fill the following details:

    • - Freshservice domain name. Eg: Acme Inc. - Freshservice API Key - To find the Freshservice API key, on Freshservice, click on the Profile icon > Profile Settings \> on the right, Enable the captcha > Copy the API key - Freshservice domain name. Eg: Acme Inc. - Freshsales API Key - To find the Freshsales API key, on Freshsales, click on the Profile icon > Settings > API Settings \> Enable the captcha > Copy the API key

  • After filling in all the details, click Authenticate
  • The next step is to map the fields between your Freshservice and Freshsales accounts.

  • Under the Field Mapping tab, map the Freshsales Contacts fields with Freshservice Requestor fields and the Freshsales Accounts fields with Freshservice Department fields
  • Click Install

    • **

    You can now see the Freshsales Contacts Sync app in the list of apps installed, along with a success message denoting successful installation. You can choose to enable or disable the integration using the toggle, click settings to re-configure field mapping, or uninstall the app.

    Once you have integrated both the products, you will be able to see the incident tickets in Freshsales.

    You can view and add notes on top of tickets created in Freshservice. To get more details about the ticket, click on the View in Freshservice button.

    You can also create an incident ticket on behalf of the contact and include the team who would be handling the request.