Freshdesk Connector

1. Feature Overview

The Freshdesk Connector syncs tickets between your Freshdesk and LeadSquared accounts. It lets you manage your tickets and interactions with the leads (Contacts) directly from LeadSquared, and also allows you to create tickets in Freshdesk from your LeadSquared account.

Additionally, if a ticket is added to a Freshdesk Contact that does not exist as a lead in LeadSquared, a new lead gets created in your account. To know more, refer to Freshdesk Connector.

 

2. Prerequisites

  • You must be the Administrator of your LeadSquared account.
  • This is a paid feature. To enable it on your account, please reach out to your account manager, or write to support@leadsquared.com.
  • Your Freshdesk Account must have an active Pro Plan or above subscription, to avail better support when generating your Freshdesk reports.
  • Unique fields in your LeadSquared account must include Email Id, Phone Number, and Mobile Number.
  • Lead share via API must be enabled on your LeadSquared account. To enable it, please reach out to your account manager, or write to support@leadsquared.com.
  • For any Freshdesk custom ticket field, we only sync up to 200 characters in LeadSquared.
  • This connector is only supported on LeadSquared accounts that have more than 30 custom Activity fields.
  • In your Freshdesk account, you must enable the following setting-
    1. On the My Dashboard page, from the left-panel, click Integrate LeadSquared with Freshdesk.
    2. Under Workflows, click Automations.
    3. Under Ticket Creation, click Executing all matching rules.
    4. On the Rule execution type pop-up, click Execute all matching rules, and click Save.

Integrate LeadSquared with Freshdesk

Note: For tickets to be automatically assigned to the correct user in LeadSquared, the same email Id must be used for the LeadSquared Sales User and the Freshdesk Support Agent. If the user doesn’t exist in LeadSquared, the incoming ticket will be assigned to the LeadSquared System User.

 

3. How it Works

Before you install the connector in LeadSquared, you must enable Execute all matching rules in your Freshdesk account. This ensures all the automations work as expected.

Once the connector is installed and configured, tickets from your Freshdesk account are automatically mapped as activities against leads in LeadSquared. A new activity type, along with a new tab on the Lead Details page, called “Support Tickets”, is created by default. From this tab, you can perform various actions on your tickets like updating them, replying to your leads, and notifying your users.

When you create new tickets from LeadSquared (from the Smart Views, Manage Leads, and Lead Details pages) they are automatically mapped to existing Contacts in your Freshdesk account.

 

4. Install the Connector

  1. From the main menu, navigate to Apps>Apps Marketplace.
  2. Search for Freshdesk Connector, and click Install.
    • Alternatively, you can find the connector on the left panel, under Customer Support.
  3. Once the connector is installed, hover your cursor over , and click Configure.

LeadSquared Freshdesk Integration

 

5. Configure the Connector

Once the connector is installed, on the Configure Freshdesk Connector V2.0 pop-up, provide the following details –

5.1 Authentication

Enter the following details to authenticate your Freshdesk account –

  1. FreshDesk Domain – Enter your Freshdesk domain name here.
  2. FreshDesk API Key – Enter your Freshdesk API key here. To know more, refer to How to find your Freshdesk API key.
  3. Once you’re done, click Save & Next.

LeadSquared Freshdesk Integration

 

5.2 Configuration

  • Create Lead if not exist – When enabled, if a ticket is added to a lead that does not exist in your LeadSquared account, a new lead is automatically created.
  • Enable reply to customer – When enabled, you’ll be able to chat and reply to your customers (leads) in real-time, from LeadSquared.
  • Activity Name – The name of the activity. This field is not editable.
  • Activity Description – The activity description, which will help your users understand what the activity does.
  • Activity Score – The default score for the activity. Every time this activity is posted, this score will get added to the overall lead score.
  • Show in Activity Grid – To make this activity visible on the Activity Grid on the Manage Activities and Smart Views page, enable the checkbox.
Note: To edit the score associated with the ‘Support Ticket’ activity, navigate to My Profile>Settings>Leads>Custom Activities & Scores, and edit the support ticket activity.

LeadSquared Freshdesk Integration

 

5.3 Form Configuration

Here, you can configure the form your users can use to create and update tickets in your LeadSquared account. Select the fields you want to display in the LeadSquared Create and Update Ticket forms. The data in these fields will automatically get mapped to the corresponding fields in Freshdesk.

  • To display a field to your users, enable the Slider slider.
  • To make a field mandatory for your users, enable the Slider slider.

LeadSquared Freshdesk Integration

 

5.4 Default Mapping

By default, the Freshdesk Ticket and Contact system fields are mapped to the corresponding LeadSquared Activity and Lead fields. If required, you can also add custom activity and lead fields.

Note: You cannot edit or update any of the default field mappings.

To add a custom field –

  1. Click Add Custom.
  2. Under Freshdesk Ticket/Contact Fields, from the dropdown, select the custom Freshdesk field.
  3. Under Map to Leadsquared Field, select the corresponding LeadSquared field.
  4. Under Enable/Disable, click Slider to enable data capture to the selected field.
  5. Once you’re done, click  Integrate LeadSquared with Freshdesk.
  6. After adding all the custom fields, click Save & Next.

Note:

  • To edit a custom field, click Integrate LeadSquared with Freshdesk.
  • To delete a custom field, click Integrate LeadSquared with Freshdesk.

LeadSquared Freshdesk Integration

 

5.4 Webhooks

The webhooks are automatically created and configured in your Freshdesk and LeadSquared accounts. No further action is required from your end. To view the webhook, click Webhook Details.

In LeadSquared, you can also capture and map the SLA Policy changes made on your Freshdesk account. To do this, enable the Create SLA webhooks Slider slider. Once you’re done, click Save & Next.

LeadSquared Freshdesk Integration

 

5.5 Sync Settings

If required, you can manually sync existing Freshdesk tickets with LeadSquared. Tickets that were created in the past 15 days (from the date of the manual sync) can be synced. To do this –

  1. Alongside Allow Manual Sync, enable the Slider slider.
  2. From the Sync Time Period dropdown, select the date range within which you want to carry out the sync. You can select Last 7 Days or Custom Date Range.
  3. If you’ve selected Custom Date Range, enter the Start Date and End Date.
  4. Once you’re done, click Trigger Now. The tickets in the selected date range will get synced with LeadSquared.
  5. Lastly, click Save & Next. The connector is successfully installed and configured in your account.

LeadSquared Freshdesk Integration

 

6. Actions in LeadSquared

Once your accounts are synced, support tickets from Freshdesk become visible under the Activity History tab on the Lead Details page. Additionally, a separate tab called Support Tickets is created on the Lead Details page, where these tickets are mapped as activities to your leads. You can filter these tickets by –

  • Status – Open, Pending, Resolved, and Closed.
  • Priority – Low, Medium, High, and Urgent.
  • Owner – The ticket owner in LeadSquared.
  • Date – Today, Last 7 Days, Last 15 Days, or Last 30 Days.

Note:

  • You can send and receive attachments (images, documents, PDFs, videos, etc.) from your lead when replying to a ticket. You can also add attachments when creating and updating a note.
  • You can search for a ticket using the Ticket ID or the ticket’s subject line.

LeadSquared Freshdesk Integration

On the Support Tickets tab, you can perform the following actions –

6.1 Reply to a Ticket

  1. Alongside the ticket you want to reply to, click Comments, and then click the Reply button.
  2. You can choose the sender email Id from which your leads will receive the reply, through the From dropdown.
  3. In the text box, type your reply.
  4. To add an attachment to your reply, click Attachment, and then drag and drop the file you want to send to your lead.
  5. If required, you can add other LeadSquared users to the mail thread, by adding them to the CC or BCC tab.
  6. Once you’re done, click Send Reply. The lead will receive your reply.

Note:

  • You can add multiple attachments to the reply, but the combined file size of all the attachments must be less than 6MB.
  • After typing out a reply, if you want to save it as a draft, click Save Changes.

LeadSquared Freshdesk Integration

 

6.2 Update a Ticket

To edit and update the details of a ticket (such as the Subject, Status, Description, Priority, etc.) –

  1. Alongside the ticket you want to update, click Comments.
  2. Then, click the Edit Ticket button.
  3. On the Edit Ticket screen, enter the new values for the fields you want to update.
  4. Once you’re done, click Save Changes. The ticket will get updated in your LeadSquared and Freshdesk accounts.

LeadSquared Freshdesk Integration

To assign the ticket to a different user, from the Agent dropdown, select the user you want to reassign the ticket to.

LeadSquared Freshdesk Integration

You can also update the ticket by hovering your cursor over Three dots, and clicking Edit Ticket.

LeadSquared Freshdesk Integration

 

6.3 Add a Note

  1. Alongside the ticket you want to add a note to, click Comments, and then click the Add a Note button.
  2. By default, your note is marked as Private. To make it visible to your lead, select Visible to Contact.
  3. From the Notify To dropdown, select the LeadSquared user you want to notify with the note.
  4. In the text box, type the contents of your note.
  5. To add an attachment to your note, click Attachment, and then drag and drop the file you want to send to your lead.
  6. Once you’re done, click Add Note. The selected user/lead will be notified.

Integrate LeadSquared with Freshdesk

 

6.4 View Conversations

You can view ticket-related conversations with your leads from the following screens –

Lead Details Screen

On the Lead Details screen, from the Support Ticket tab, click Comments to view the conversations with your lead.

Note: Every time you receive a response from your leads, you’ll get a Customer Response notification (marked in red), tagged against the lead.

LeadSquared Freshdesk Integration

Manage Activites Screen

To view the conversation from the Manage Activities screen –

  1. Navigate to Leads>Manage Activities.
  2. From the Activity Type dropdown, select Support Ticket Activity.
  3. Alongside the lead you want to view the conversations for, hover your cursor over .
  4. From the options, hover your cursor over Custom Actions, and click View Details.
  5. You can view the conversation on the View Details pop-up.

Integrate LeadSquared with Freshdesk

Note: You can also perform the following actions on the Manage Activities page, from the View Details pop-up –

  • Reply to your Lead
  • Add a Note
  • Assign the ticket to a different user
  • Update Status and Priority of the ticket

 

7. Create Tickets in LeadSquared

When you add tickets to leads in LeadSquared, they are automatically added to existing Contacts in Freshdesk. If a ticket is added to a lead that does not exist in your Freshdesk account, then a new Contact is created. You can add and update tickets to your leads from the following screens –

Note: Before you create tickets, ensure the ticket creation form is configured when setting up the connector.

7.1 Smart Views

Here, you can create tickets on leads, and update existing tickets. To create a ticket –

  1. From the main menu, navigate to Leads>Smart Views.
  2. On the Leads Smart Views tab, alongside the lead you want to add a ticket to, hover your cursor over .
  3. Under Custom Actions, click Create Ticket.
  4. On the Create Ticket pop-up, enter all the necessary details.
  5. Once you’re done, click Create Ticket.

LeadSquared Freshdesk Integration

To update an existing ticket –

  1. From the main menu, navigate to Leads>Smart Views.
  2. On the Tickets Smart Views tab, alongside the ticket you want to update, hover your cursor over .
  3. Under Custom Actions, click Update Ticket.
  4. On the Update Ticket pop-up, enter all the necessary details.
  5. Once you’re done, click Save Changes.
Note: To know how to create a custom Smart Views tab for tickets, refer to Smart Views.

LeadSquared Freshdesk Integration

 

7.2 Manage Leads

To create a ticket from the Manage Leads screen –

  1. From the main menu, navigate to Leads>Manage Leads.
  2. Alongside the lead you want to add the ticket to, hover your cursor over .
  3. Under Custom Actions, click Create Ticket.
  4. On the Create Ticket pop-up, enter all the necessary details.
  5. Once you’re done, click Create Ticket. The ticket is automatically mapped to the corresponding lead in your Freshdesk account.

LeadSquared Freshdesk Integration

 

7.3 Lead Details

To create a ticket from the Lead Details page –

  1. Hover your cursor over the Lead Actions menu.
  2. Under Custom Actions, click Create Ticket.
  3. On the Create Ticket pop-up, enter all the necessary details.
  4. Once you’re done, click Create Ticket.

LeadSquared Freshdesk Integration

 

7.4 Manage Activities

From the Manage Activities screen, you can update existing tickets.

  1. From the main menu, navigate to Leads>Manage Activities.
  2. From the Activity Type dropdown, select Support Ticket Activity.
  3. Alongside the ticket you want to update, hover your cursor over .
  4. Under Custom Actions, click Update Ticket.
  5. On the Update Ticket pop-up, enter all the necessary details.
  6. Once you’re done, click Save Changes.

LeadSquared Freshdesk Integration

 

8. View New Lead

In Freshdesk, if you add a ticket to a Contact that does not exist in LeadSquared, a new lead is automatically created, with the lead’s Name, Email Id, and Phone Number. The Create Lead if not exist setting must be enabled for this feature to work.Integrate LeadSquared with Freshdesk

 

Any Questions?

Did you find this article helpful? Please let us know any feedback you may have in the comments section below. We’d love to hear from you and help you out!

Was this Helpful?

Subscribe
Notify of
guest
0 Comments
Inline Feedbacks
View all comments