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Hello,

We are running into some issues attempting to integrate our Freshdesk ticketing system with other software being used in the company.  We want to ensure that customer information is kept consistent between the various software systems, and have the ability to update one system based upon changes made to another.  The systems we are synching up include Freshdesk, Salesforce, our custom SaaS software, and Fusebill (credit card/billing software).

 

In order to synch up all these systems we would like to use account numbers or license numbers for our clients (companies), or some other form of unique identifiers for each company we will be working with.  We do not want to use E-mail as the main identifer as someone can change their email or domain and mess up our records, and e-mail is not a good field to use as a unique identifer.

 

I've been toying with adding a customer number or license number to the 'Company Name' and Customer Name' fields within Freshdesk and trying to search for them, but they come up with no results.  Has anyone else been able to add in a field/value somewhere for a "customer number" or have any other suggestions on a unique identifier other than the e-mail address?

Hi Michael


Sincere apologies for letting this forum post go out.

We've addressed this to a certain level with option to create Tickets using Phone Number recently, so instead of a UNIQUE ID, you can use Phone Number of the USER and Create Ticket and maybe once the Ticket has been submitted, use our Freshplugs and create your own widget which can view the info from your Fusebill or any other 3rd party App and show more info in the Tickets page 


More info here - https://support.freshdesk.com/solution/articles/32031-using-freshplugs-to-integrate-third-party-apps


regards

Vijay

Hi Vijay,


We require something similar as well, in order to integrate our CRM which contains license information etc.  


Are you suggesting that the site is created with the unique ID rather than the telephone number?  If so, I can't see a telephone field available via the freshplug template fields - are there extra fields not documented, or is this just not actually available?


Thanks,


Ian




Hi,






We've come up with a feature that allows you to maintain an unique identifier for contacts and use it instead of email or phone number to create tickets. Please refer to this article to get more insights about the feature .






Cheers!



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