Our support reps often spot commercial opportunities in tickets. We'd like to be able to send a ticket to freshsales as a qualified lead for our sales department to act upon.
I'd like to attach the entire email conversation to the lead, but let the main text of the lead be a short text typed by the agent in order to have an orderly handover.
Let the agent assign a first monetary value and chance to the lead (to be refined by the sales rep of course).
+3A quick and dirty way to do this would be to have the agent first adding a note to the ticket and then forward the ticket to an inbox in Freshsales. Freshdesk will then automatically create a new lead, if you have it set up correctly.
The other alternative would be going through the Freshsales API. It will be a bit more complicated but give a lot more control. Either this can be done through an Observer rule that triggers a Webook or as an app.
+12Hello,
Happy to let you know that it is now possible to create a lead or contact in Freshsales right from the Freshdesk ticket using the Freshdesk<->Freshsales integration. More details available here.
Cheers!
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