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.
