The Dynamics 365 CRM Connector App integrates with Freshdesk, providing agents and admins with data from your CRM.

The app includes two components:

  1. An inbox view that displays customer details from Dynamics 365 CRM using their email ID.
  2. A data sync feature powered by the Connector App add-on.
This article includes,

Registering the Freshdesk app on Azure Active Directory

In order to connect to Microsoft 365 Dynamics on Workato, you need to obtain a client ID by registering your Microsoft 365 Dynamics app with Azure Active Directory. We walk through the process of registering Microsoft 365 Dynamics below.

  1. Sign in to the Microsoft Azure management portal by using an account with administrator permission. You'll need to use an account in the same Office 365 subscription (tenant) as you intend to register the app.
  2. Click App registrations
  3. If you already have an application, use that ID. If not, proceed to click Add. Provide a name for the application to add. Choose the account type as "Accounts in this organizational directory only (Single tenant)" and provide a redirect URI value of Click Register in the bottom of the page.
  4. Your new application will be displayed on your app registrations. Select your new app to open the app details.
  5. In your app details page, create a Client Secret under the Certificates & Secrets section. This will be required for the connection setup
  6. In the right menu click API permissions > Add a permission.
  7. Select Dynamics 365 from the Microsoft API tab.
  8. Select Delegated permission, then check the user_impersonation checkbox. Select Add permissions.
  9. Retrieve Client ID and Secret

Installing the Dynamics365 App in Freshdesk

To install the Dynamics 365 Connector App, go to the Freshdesk marketplace by navigating to Admin -> Apps and search for ‘Dynamics 365 CRM Connector App’.

Once you click Install, you will be prompted to enter your Dynamics 365 app credentials

  1. Enter your Dynamics 365 CRM Organisation domain in the following format:

  2. Input your Dynamics 365 CRM Client ID and Client Secret that you got in the previous step from your registered app

Connect your Freshdesk Account

  1. Enter your Freshdesk domain. Enter the URL in the format ‘
  2. Enter an admin Freshdesk API key.
    1. To get this, Click on your profile picture on the top right and select 'Profile Settings.'
    2. The ‘View API key’ button is available in the sidebar on the right.
    3. Click on it and complete the captcha verification.
  3. Select the agents who will have access to the Dynamics 365 CRM configuration.
  4. Click 'Install'. Once the app installation is complete, navigate to the full-page app on the left navigation bar.

Configuring the Dynamics 365 CRM widget

  1. Choose the specific Dynamics 365 CRM fields you wish to display in Freshdesk.
  2. Decide if agents should have the capability to create duplicate records of existing Salesforce entries.
  3. Hit ‘Save Settings,’ and the Dynamics CRM details of a contact based on the email ID will appear in the widget.

Features of the Dynamics 365 CRM widget

View Dynamics 365 CRM information:

  • Access comprehensive information about leads and contacts.
  • Get insights into account details.
  • Get relevant information on the open deals associated with the contact

Configuring data sync

To synchronize data between Dynamics 365 CRM and Freshdesk, go to the 'Data sync' tab in the full-page app. This feature is powered by the 'Connector apps add-on.'

  1. To authenticate your Dynamics 365 CRM account for data sync, you need to register another app on Azure Active Directory using the steps mentioned above. But instead of as the callback URL, add as the callback URL
  2. Choose the direction of data flow based on your requirements:
    • One way - From Dynamics 365 CRM to Freshdesk
    • One way - From Freshdesk to Dynamics 365 CRM
    • Two-way (Coming soon)
  3. After choosing the direction, relevant recipes will appear. You can currently sync Contact and Account information between Dynamics 365 CRM and Freshchat
  4. Determine which fields you want to sync
  5. After completing the configuration, click on 'Test recipe' to verify that the data is flowing smoothly.
  6. If the data flows without any issues, enable the recipe's toggle to start.

Account Management

  1. The dashboard will display the number of successful versus failed jobs, as well as the tasks consumed.
  2. If you want to modify the configured Dynamics 365 CRM account/authenticate with another user’s credentials, you can do so in the Account section.


The Connector app add-on is a paid add-on, priced at $80 per 5000 tasks. These tasks will align with your billing cycle. For example, tasks expire monthly if you're on the monthly billing cycle or at the end of the year if you're on the annual plan.

To purchase the add-on, navigate to Admin > Plans and Billing. Then, select the number of Connector App Task Packs you wish to purchase. Please note that you will be able to purchase the add-on only once you have an active subscription on Freshchat or Customer Service Suite

How are tasks calculated?

Every action block in the recipe constitutes a task.

The table below shows the task consumption based on the entity and direction of sync

Sync DirectionEntityNumber of tasks
Dynamics 365 CRM to FreshchatCreate Contact [No Account]1
Update Contact [No Account]1
New/Updated Contact [Contact with Account mapped]3
New/Updated Company1
Freshchat to Dynamics 365 CRMNew/Updated Contact [No Company]2
New/Updated Contact [Contact with Account mapped]3
Create/Update Company2