Freshworks Partner

Features availability:

Feature Details:
The Freshsales app for Freshdesk lets your support and sales teams work in sync with each other. Agents can easily access information - leads, contacts, deals, and accounts - from Freshsales for better context regarding customer problems. This will allow support agents to tailor their responses better and ensure their answers provide more value to the customers.

Agents will be able to view five of the most recent deals associated with a customer right next to their ticket. Freshsales users will also be able to see linked tickets in the Contacts, Leads, Deals, and Accounts page. The tickets linked to these Contacts, Leads, Deals, and Accounts will also have the option 'View in Freshdesk' that will lead them directly to the ticket details page provided they have the required Freshdesk credentials.

Agents can also create a lead/contact directly from Freshdesk without switching to Freshsales. 

Installation Procedure:

In order to install the Freshsales app in Freshdesk, you will need your Freshsales API Key.

To get the Freshsales API Key:

1. Login to Freshsales, click on your profile in the top right
2. Select 'Settings'
3. Switch to the API settings tab in the settings page
4. You'll find your API Key in the API settings tab. Copy it to your clipboard.

To install the Freshsales app for Freshdesk

1. Login to your Freshdesk account as an administrator.
2. Go to Admin → Support Operations → Apps → Get More Apps.
3. Select Freshsales from the list and click on Install.
4. You will be asked to enter your Freshsales credentials.  Enter the username and API key that you retrieved earlier from inside Freshsales. 
5. Click on Update and the Freshsales app for Freshdesk will be installed.
6. Under Freshsales settings, you can select the Contact, Lead, Deal and Account fields that you want displayed in Freshdesk. You can select upto 10 fields each for Contact, Lead, Deal and Account. By default, only Full Name is displayed. 
7. Click 'Update' once you are done.

Using the Freshsales App:
Once you’ve enabled the app on Freshdesk, when a customer raises a query, if they are a lead, account or contact in Freshsales, you will see information about them in the Requester Info Section.

When you select the Account option in the 'Requester Info' section of the Freshsales app, you will be able to see information about the company as well as the deals associated with it. Only five (5) open deals will be displayed at any time. They will be sorted by 'Expected Close Date' with the nearer date being first. If a customer does not have 5 open deals, then the app will display all the open deals the customer has and will display closed deals in the remaining slots. The closed deals will be sorted by 'Most recent closed date'.

You can convert a sales query from a customer on a Freshdesk ticket to a lead/contact in Freshsales, by clicking on "create lead/contact" option within the app. 

Note: The Freshsales app widget would show up both on the contact details page and the ticket details page.

FAQ:

1. The Freshsales widget in the Requester Info section shows multiple Leads. Why?
   If the email ID of the ticket requester in Freshdesk is associated with multiple leads in Freshsales, then the Requester Info section will display the top five results of the email match.  You can select the Lead for which you wish to get more information.

2. I wish to see Freshdesk Tickets linked to Contacts and Leads in Freshsales. Is this possible?
   Yes. Check out the Freshdesk integration in Freshsales.

3. What are the ticket requestor's details that are automatically populated onto the freshsales new lead/contact form ?

           First name, Last name, Email ID, Work Phone, Mobile, Company, Twitter url, Facebook url, Address, Job Title and Time Zone

Features availability:

Feature Details:
The Freshsales app for Freshdesk lets your support and sales teams work in sync with each other. Agents can easily access information - contact and deals - from Freshsales for better context regarding customer problems. This will allow support agents to tailor their responses better and ensure their answers provide more value to the customers.

The Freshsales app for Freshdesk also allows agents to create/link/unlink Deals in Freshsales to Freshdesk Tickets. Agents will be able to view five of the most recent deals associated with a customer right next to their ticket. If none of the existing deals are the right one to link to a ticket, agents also have the ability to create a new deal in Freshsales right from the ticket details page in Freshdesk. Freshsales users will also be able to see linked tickets in the Contacts, Leads and Accounts page. The tickets linked to these Contacts, Leads and Accounts will also have the option 'View in Freshdesk' that will lead them directly to the Ticket Details Page provided they have the required Freshdesk credentials.

Installation Procedure:

To get the Freshsales API Key 

1. Login to Freshsales, click on your profile in the top right.
2. Select 'Profile Settings'.
3. Switch to the API settings tab in the profile settings page.
4. You'll find your API Key in the API settings tab. Copy it to your clipboard.
   

   
   

   

   
   

1. Login to your Freshdesk account as an administrator.
2. Go to Admin → Support Operations → Apps → Get More Apps.
3. Select Freshsales from the list and click on Install.
4. You will be asked to enter your Freshsales credentials.  Enter the username and API key. Then, click on Update and the Freshsales app for Freshdesk will be installed.
5. Under Freshsales settings, you can select the Contact, Lead and Account fields that you want displayed in Freshdesk. You can select upto 10 fields each for Contact, Lead and Account. By default, only Full Name is displayed.

6. Switch on the 'Deal Fields' option if you wish for your agents to have access to Freshsales deals of a customer.

7. Once you’ve switched on the 'Deal Fields' option, you can also choose if you want your agents to link Freshsales Deals to Freshdesk Tickets by checking the 'Agents can create/link or unlink deals from the ticket' checkbox.
   

   
   

8. Once you have enabled the options you want, click on Update and the ticket details page in Freshdesk will be populated with the relevant data.
   
   

Using The App:
Once you’ve enabled the app on Freshdesk, when a customer raises a query, if they are a lead or contact in Freshsales, you will see information about them in the Requester Info Section.

When you select the Account option in the 'Requester Info' section of the Freshsales app, you will be able to see information about the company as well as the deals associated with it. Only five (5) open deals will be displayed at any time. They will be sorted by 'Expected Close Date' with the nearer date being first. If a customer does not have 5 open deals, then the app will display all the open deals the customer has and will display closed deals in the remaining slots. The closed deals will be sorted by 'Most recent closed date'. If none of the existing deals are appropriate to link to the ticket, you or your agents can create one. The Admin also has the option of disabling the 'Create/Link a Deal' option, in which case agents will only be able to view deals but not create or link them.

FAQ:

1. The Freshsales widget in the Requester Info section shows multiple Leads. Why?
   If the email ID of the ticket requester in Freshdesk is associated with multiple leads in Freshsales, then the Requester Info section will display the top five results of the email match.  You can select the Lead for which you wish to get more information.
   

2. I wish to see Freshdesk Tickets linked to Contacts and Leads in Freshsales. Is this possible?
   Yes. Check out the Freshdesk integration in Freshsales.
   
   

3. Can I link/unlink Deals 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.
   

4. I don’t want my agents to be able to create/link/unlink deals. 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 deal” checkbox is unchecked.