Does Freshdesk integrate with Salesforce?

Yes, Freshdesk integrates with Salesforce to effortlessly bring the capabilities of a helpdesk into your CRM. With this integration, your sales and support teams can always work in sync without having to worry about any form of customer communication slipping through the cracks.

You can create Freshdesk tickets from inside Salesforce, and simultaneously access contextual customer information from Salesforce on Freshdesk.

The benefits of the Freshdesk-Salesforce integration

Efficient collaboration between sales and support teams

When your helpdesk and CRM work independently, your sales and support teams have to work in silos as there’s no single location where they can access all customer data. They have to constantly switch back and forth between tools to ensure they have a 360-degree view of the customer’s information. 

By integrating Freshdesk and Salesforce, you can let your sales department quickly create support tickets and update them with additional information. Likewise, your support team can find out where your customers are in your sales pipeline from within the helpdesk and give them the right kind of technical assistance.

Better, more contextual customer communication

As Freshdesk data will be available on Salesforce and vice-versa, you can ensure there are no lapses in customer communication. 

For example, consider a scenario where a sales representative is looking to pitch the advantages of a new feature to a customer who had already raised a support ticket expressing dissatisfaction with the beta version. When there’s no helpdesk information coming into the CRM, the sales rep will not be able to see the support ticket and will continue to have the conversation without any context. Such unpleasant experiences can be avoided if there’s a seamless flow of data between the two tools.

How does the Freshdesk-Salesforce integration work?

Create, modify and view Freshdesk tickets inside Salesforce

Freshdesk ticket data for each contact will be available inside Salesforce. You can easily modify ticket properties like status, priority, assigned agent/group, and more. You can also create a new ticket for the contact or add a note directly from Salesforce. This way, you can ensure your sales and support teams are always on the same page. 

Salesforce tickets

Give restricted access to Freshdesk data on Salesforce

Depending on your use case, you can choose to install Freshdesk for every user or just for the account administrators. You can also choose specific Salesforce profiles to whom Freshdesk tickets should be visible, ensuring only the required stakeholders are looped in for service issues.

Salesforce accounts

Access Salesforce contact information inside Freshdesk

If a ticket is raised by a customer who is a contact in Salesforce, you can view all their related account information - leads, contacts, opportunities, and more straight from Freshdesk. Your support agents will, therefore, have complete context about the customer at all times.

Salesforce contacts

To get detailed step-by-step instructions on how to set up the integration, head over to this solution article.