Here’s how you enable the integration,
Login to Freshworks CRM as an Administrator.
Go to Admin Settings > Marketplace Apps > search for Freshdesk in the search bar.
Click Freshdesk and then click Install
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 in Freshworks CRM.
Under the Settings tab, Choose to enable or disable the following options:
Would you like to sync Freshdesk tickets?
Would you like to sync your contacts to Freshdesk?
Would you like to overwrite field values?
Sync your Contacts/Accounts or both from the 'Freshworks CRM entities to be synced' dropdown.
Choose the Direction of the Sync
Click Save and you will be directed to the Field Mapping tab where you can map the fields to be synced from Freshdesk to Freshworks CRM.
Contact sync: What exactly happens?
Every contact created or updated in Freshworks CRM is automatically synced with those in Freshdesk.
This two-way integration ensures migration of all your existing customers in Freshdesk as contacts into Freshworks CRM.
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 in Freshworks CRM is 'Sales Agent'. The 'Job title' in Freshdesk for the same contact is 'Sales Manager'. On updation during the sync, the job title of contact in Freshworks CRM 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')
Your tickets from Freshdesk gets listed against the corresponding contact in Freshworks CRM too. Get to know more about the what and how of ticket sync.