Hi everyone,

I’m running a movie streaming app and using Freshdesk for customer support while managing user details in Freshsales CRM.

The issue I’m facing is with syncing custom fields between the two. For example, in Freshdesk, I’ve added fields like:

• Subscription Type (Free, Premium, VIP)

• Device Used (Android, iOS, Smart TV)

• Last Active Date

I’ve mapped these fields to Freshsales contacts, but the data isn’t syncing. When a user raises a ticket in Freshdesk, I can see all their details, but they don’t update in Freshsales.

Steps I’ve tried so far:

• Double-checked field mapping.

• Verified permissions in both systems.

• Tested with new and old tickets.

Still no luck.

Has anyone else working with apps or subscription-based businesses faced this problem? Any advice on whether it’s a limitation of the integration or if I’ve missed something would be super helpful.

Thanks a lot!