Freshworks Partner

Note: This feature is currently not available on Freshdesk Mint.

SugarCRM is an open-source customer relationship management CRM application. Integrate your Freshdesk account to view your Freshdesk tickets within SugarCRM.

Installation procedure for SugarCRM 6.0 and Freshdesk

1. Download the file named "Freshdesk-For-SugarCRM-version-6.zip" attached at the end of this article.
2. Login to SugarCRM and click on the Admin tab.
3. Go to Developer Tools > Module Builder > Upload Module.
   
4. Choose your module (the file you downloaded in step 1) and click Upload.
5. Click Install and when prompted, click Commit.
6. Go to Admin > Developer Tools > Studio.
   
7. Click Accounts > Layouts > Detailed View.
   1. You can create a new panel or add a row to an existing one.
      
   2. In the ‘Toolbox’ a row named Freshdesk Tickets will appear. Drag and drop to the new row or panel you have created.
   3. Delete the ‘filler’ box on the right by dragging & dropping any other form field into it and then moving it to the trash.
   4. Click on Save and Deploy.
8. Once you've done that, go to the details page of a specific lead, contact, or account. Repeat step 6 for each one that you configure.
   • Important: When you are setting up the integration for the first time, you'll need to provide your credentials. Click the link provided.
     
   • Enter your credentials and click Save. (Get your API key from Freshdesk > Profile (top right corner) > Profile Settings > View API Key).
     

Now your Freshdesk tickets can be seen in SugarCRM.

Installation Procedure for SugarCRM 7.0 and Freshdesk

1. Download the file named "FD_SugarCrm_version7.zip" attached at the end of this article.
2. Login to SugarCRM and go to Admin settings.
3. Choose the Module Builder option.
   
4. Upload the zip file you downloaded in step 1 and click Commit. If it's successfully loaded, you will be taken back to the home screen.
5. Important: Go back to Admin settings. Check and Repair the module. If this is not done, the dashlet will not appear. Loading the zip file will clear the dashlet cache inside SugarCRM.
   
   
6. You can create dashlets for Accounts, Contacts, and Leads tabs in the menu bar.
   1. To create a dashlet in the Contacts tab, click on the contact you like to get more information about in the Contacts tab. This will take you to the detailed contact information.
   2. In the dashlet panel, click on Create > Add Row > Add Dashlet and select “Freshdesk Tickets” from the dashlets options that show up.
   3. In the next window, provide a name and click Save. The dashlet is added to the panel.
   4. When you do this for the first time, you'll need to fill in the Freshdesk domain and API credentials by clicking the personal credential under Settings (the gear icon).
7. Now you can edit ticket properties from the dashlet by clicking on the vertical dots. This will show the corresponding ticket properties which can be updated.
8. Repeat step 6 to create dashlets in the Accounts and Leads tabs.

Notes:
Include your Freshdesk domain URL in the config_override.php file to prevent the XSRF check.
If you fetch contact-related information from SugarCRM into the Freshdesk app, change the parameter 'verify_client_ip' in Sugar CRM's config.php file from 'true' to 'false'.
If you're using an on-demand instance of SugarCRM, go to admin > system settings > advanced, uncheck the option 'validate the user IP address', and save the changes.