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Just a heads up to say that our company is attempting to use this. 

  • A contact / account created in FreshService gets synchronized back to CRM/ Sales 
    • Note that it only works for newly created accounts
    • Unfortunately the apis provide different contact and account ids between FService and FSales/CRM making it alot more difficult to pull data from one api call to the other.
  • In Fresh service you can see a Freshworks CRM plugin option, lets you click contact or account and you can drill down into data on both to see meta on the other side. option to browse url
  • In CRM/Sales under account or contact you can see a Freshservice plugin option, very useful for sales, list all of the open tickets that support are dealing with for that customer (MSP) 
  • From Sales a ticket /change etc can be created using the workflow tool, but its limited in fields, no custom fields . only makes a basic web request and no processing engines like you have with the workflow tools in Fservice. 
    • Needing to use the workflow tool in Fservice as its more powerful to make a second back tool to CRM to fetch extra information from the api that wasn't available in the gui workflow to enrich the records. 

Hi @Rob J EliteGroupIT, 

It's great to hear that your company is delving into the FreshService / Unified CRM / FreshSales integration! Thanks for sharing your insights and observations on the process. 

Your observations will definitely help other community members looking to implement Freshsales - Freshservice integration.

Regarding this point, 
"From Sales a ticket /change etc can be created using the workflow tool, but its limited in fields, no custom fields . only makes a basic web request and no processing engines like you have with the workflow tools in Fservice."

Can you please confirm if you are referring to creating Freshservice tickets/changes from Freshsales workflow webhooks? 

If yes, you can use workflow webhooks in the CRM to create tickets in Freshservice and you can pass custom fields information using placeholders in the API requests. 
 


 


Just wanted to check if you had tried this out? 


Regards,
Joselyn

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