Purpose of the Module :


With the Freshdesk - SugarCRM integration, you get to exchange contacts ,accounts,ticket , replies,notes information between your helpdesk and your CRM seamlessly. Freshdesk is great for your customer support. SugarCRM is awesome for the sales team. With the Sugar Freshdesk integration the tickets and their replies are integrated with Sugar Case and replies thus making it a very automated process.


Configuration


ACTIVATION


  • Find and click the 'Admin' tab at the top of the page.

Admin

  • Scroll down until you see 'Activate Freshdesk Connector.', then click on it.
  • Copy the License Key from that is right above the file you downloaded under your Purchases to the License Key box in SugarCRM and Validate.
  • Once it validates you will be redirected to the Freshdesk General Settings.


GENERAL SETTINGS

  • Complete Freshdesk settings entering your Freshdesk Account Domain.
  • Then enter your Freshdesk Account api key.On how to get API key click here.
  • You may optionally select which user should be assigned all records.
  • If your freshdesk have a custom product field add its name too.
  • Freshdesk Admin Settings

Freshdesk Integration Settings


To Create Freshdesk Tickets as Cases on Sugar.

  • Create a new Dispatcher rule on Freshdesk.Dispatcher will be located in Admin Panel > Helpdesk Productivity.
  • Give it a name ,select request type as "POST".
  • In Callback URL enter http://{yoursugarcrmcrm.com}/index.php?entryPoint=FreshdeskNotify&event_type=new_ticket
  • Now in Actions panel , select "Trigger Webhook" , in Encoding choose "X-FORM-URLENCODED"
  • In Content select "Simple" and select "Ticket ID".



To update Sugar case when a freshdesk ticket is updated :

  1. Go to Admin -> Helpddesk Productivity->Observer.
  2. Create a new observer rule.
  3. Give it a name Eg : Ticket Updated send to Sugar.
  4. Configure "When Any of these events occur","and the events are performed by","on tickets with these properties." as in below screenshot.
  • Ticket Updated Freshdesk Observer

      5. In "perform these actions panel set request type as "POST" , Callback Url as "http://{yoursugarcrm.com}/index.php?entryPoint=FreshdeskNotify&event_type=new_ticket" , encoding as "X-FORM-URLENCODED" and Content as "Simple" with Ticket ID Selected.


6. Finally Save the rule.



To create a note when a reply or note is created on Freshdesk : 


  1. Go to Admin -> Helpddesk Productivity->Observer.
  2. Create a new observer rule.
  3. Give it a name Eg : New Reply send to Sugar.
  4. Configure "When Any of these events occur","and the events are performed by","on tickets with these properties." as in below screenshot.

 

5. In "perform these actions panel set request type as "POST" , Callback Url as "http://{yoursugarcrm.com}/index.php?entryPoint=FreshdeskNotify&event_type=new_reply" , encoding as "X-FORM-URLENCODED" and Content as "Simple" with Ticket ID Selected.



6. Finally save the rule.