Here’s how you enable the integration,

1. Login as an Administrator.

2. Go to Admin Settings > Marketplace Apps > search for Freshdesk in the search bar. 

3. Click Freshdesk and then click Install

   

4. Click Settings and under the Connect tab enter your Freshdesk domain and API key.

   

Note: 
1) To know your API key, login to your Freshdesk account, click your Profile picture and select Profile Settings.
2) Copy the API key that you see and paste it in the field API key inside your product.

5. Click Connect

6.  Under the Settings tab, Choose to enable or disable the following options:

   1. Would you like to sync Freshdesk tickets?

   2. Would you like to sync your contacts to Freshdesk?

   3. Would you like to overwrite field values?

7. Sync your Contacts/Accounts or both from the 'CRM entities to be synced' dropdown.

8.  Choose the Direction of the Sync

9. Click Save and you will be directed to the Field Mapping tab where you can map the fields to be synced from Freshdesk to your application.

   

Contacts sync: What exactly happens?

Every contact created or updated is automatically synced with those in Freshdesk. 

This two-way integration ensures the migration of all your existing customers in Freshdesk as contacts into your application.

Accounts sync: What exactly happens?

Every account created or updated is automatically synced with those in Freshdesk. 

This two-way integration ensures migration of all your existing companies in Freshdesk as accounts.

Note: 
1) This sync happens twice a day.
2) All duplicates are updated.
Only empty fields are updated for the existing contact. 
For instance: Say the 'Job title' of the contact already present as 'Sales Agent'. The 'Job title' in Freshdesk for the same contact is 'Sales Manager'. On updation during the sync, the job title of contact is not overwritten to 'Sales Manger'. But in case the field 'Job title' was empty initially, then on syncing, the field would be updated as 'Sales Manager')

Contacts Mapping

FRESHDESK	FRESHSALES/FRESHMARKETER/FRESHSALES SUITE
Full Name	First Name + Last Name
Address	Address
Email	Email
Job Title	Job Title
Mobile	Mobile
Phone	Work
Twitter ID	Twitter

Accounts Mapping

Ticket sync

Your tickets from Freshdesk get listed against the corresponding contact in your product.