Is it possible to connect Freshdesk to Freshworks CRM in a way so that emails sent out of the CRM will also appear when looking e.g. at customer data in Freshdesk?
thanks in advance and regards
Best answer by Keer
- Sync Contacts
- View Freshdesk tickets in CRM
- Sync accounts
Please have a glance at this comprehensive document on how you can set this up : https://crmsupport.freshworks.com/support/solutions/articles/50000002457-how-to-integrate-freshdesk-with-freshworks-crm-
I am afraid it’s not possible to directly view all emails sent to contacts in CRM in Freshdesk. As a workaround, you can BCC or CC the support email address for all the mails sent out of CRM so that you can view them as tickets in Freshdesk. You can click on a specific contacts to view the mails sent to them under tickets section.
To not let these tickets affect your SLA/reports, you can set up a ticket creation automation rule like :
If Requester email is <Sales email>
ANd/OR - < add additional consitions to identify these emamils>
Set status as closed | Agent as None | Add tag sales
You can use a filter in your reports to exclude such tickets and in the ticket list view, you can filter using this tag and the contact name to look for all the mails sent to these specific contacts from sales email.
I hope this helps. If you have further queries, please post them here and I’d be glad to help. Thanks!