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LeadSquared – Freshdesk Connector

LeadSquared Freshdesk connector allows you to enable bi-directional sync of leads/activities in LeadSquared with tickets/updates in Freshdesk. It synchronizes the tickets between LeadSquared and Freshdesk.

It allows you to:

  • Create tickets in Freshdesk when either tasks or activities are posted in LeadSquared.
  • Retrieve contact data and ticket information from Freshdesk to LeadSquared.

The LeadSquared Freshdesk connector can be availed at a cost. For more information on the pricing, send an email to: support@leadsquared.com.

Prerequisites:

  • You should be an administrator of Lead Squared and Freshdesk applications in order to access the connector.

Procedure:
To add the Freshdesk Connector from LeadSquared:

  1. From the LeadSquared dashboard, go to Apps > AppsMarketplace and select LeadSquared Freshdesk Connector.
  2. Click Install. The Freshdesk Connector is ready to be used.

freshdesk install

Configuring Freshdesk Connector

After the installation is complete, you are redirected to the Freshdesk Connector details page or you can view it from the Show Installed Apps tab.

configure freshdesk

Or

show installed apps tab

  1. Click Configure. The Configure LeadSquared Freshdesk Connector dialog box is displayed.

The Configure LeadSquared Freshdesk Connector dialog box has 4 tabs.
Note: The fourth tab, Webhook Information appears after the settings of the first three tabs are completed and saved.
Each tab is explained is below:

Freshdesk Account

  • Freshdesk Domain: Enter the subdomain of your Freshdesk account. For example: mydomain.freshdesk.com. Here mydomain is the subdomain name.
  • Freshdesk API key: Enter the Freshdesk API key. Refer How to find your API key for more information on finding your Freshdesk API key.

configure windowLeadSquared to Freshdesk

  • An activity is posted on a lead of this type: Check this box and select the required activity from the drop-down list, if you want an activity ticket to be raised in Freshdesk for the lead. The ticket title is the activity name and the ticket content is the note of the activity.
    Note: If you are unable to find the required activity from the drop-down list, refer ‘How to add Custom Lead Activity and associate a Score to it?’
  • A task is created against a lead of this type: Check this box and select the required task from the drop-down list, if you want a task ticket to be raised in Freshdesk for the lead. The ticket title will be the task name and ticket content will be the task description. When the ticket is closed, the task will be in the ‘Marked as completed’ status and if the ticket is reopened, the task will be in the ‘Marked as open’ status.

configure leadsquared fresh desk connector - lead sqaured to Freshdesk tabFreshdesk to LeadSqaured

  • Post activity on corresponding contact in LeadSquared when tickets are updated in Freshdesk: Check this box and select the required activity from the drop-down list, if a ticket is updated in Freshdesk and you want an activity for the corresponding lead to be updated in LeadSquared. This is for the selected activity type from the drop-down list.
  • Update ticket status and notes of only tickets pushed through this connector: Select if you want to update the ticket status and notes of only those tickets which has been raised from Freshdesk to LeadSquared for only the existing leads in LeadSquared.

Or

  • Synchronize all Freshdesk tickets in LeadSquared: Select, if you want update all Freshdesk tickets to LeadSquared even If the lead is not existing in LeadSquared.
    • Create a new lead in LeadSquared if it does not exist – Check this box if you want to create new leads for Freshdesk tickets updated in LeadSquared which does not have existing leads in LeadSquared.

Note: This option is only available for selection, if the Synchronize all Freshdesk tickets in LeadSquared button is selected.

  1. Click Save Settings. The Webhook Information tab is displayed in the Configure LeadSquared Freshdesk Connector dialog box.

webhook tabWebhook is an HTTP callback which dynamically sends events as a message through a URL.

You need to setup the webhooks in LeadSquared and Freshdesk to make this connector work.
Create LeadSquared Webhook for activity creation

  1. From the LeadSquared Dashboard, go to My Account > Settings > API and Webhooks > Webhooks and click Create. The Add Webhook box is displayed:

add webhook

  1. From the Event drop-down list, select Lead Activity Creation.
  2. From the Activity Event drop-down list, select the required activity event.

Note: The activity event selected should be the same which you had also selected in the An activity is posted on a lead of this type drop-down list of the LeadSquared To Freshdesk tab of the Configure LeadSquared Freshdesk Connector dialog box.

  1. Paste the URL from the Webhook Information tab highlighted in the below image into the Webhook URL field of the Add Webhooks box.

leadsquared webhook

  1. Complete the remaining fields as per the information provided in the Webhooks article .
  2. Click Save.

Create LeadSquared Webhook for task creation

  1. From the LeadSquared Dashboard, go to My Account > Settings > API and Webhooks > Webhooks and click Create. The Add Webhook pop-up box is displayed.
  2. Select Task Create from the Event drop-down list and follow the steps 4,5 and 6 under the ‘To setup LeadSquared Webhook for activity creation’ section to complete the procedure.

Create Freshdesk Webhook for Dispatch’r Rule

  1. From the Freshdesk administrator page, go to admin and under Helpdesk Productivity, click Dispatch’r. The Dispatch’r – Rules window is displayed:

dispatcher new window

  1. Click New Rule. The Dispatch’r – New Rule window is displayed:

dispatcher new rule open

  1. Enter the rule name and the description in the Rule Name and Description fields respectively.
  2. Under the Actions section, complete the following fields:
    • From the Request Type drop-down menu, select POST.
    • Paste the below URL in the Callback URL field:

https://freshdesk-app.leadsquared.com/fd2lsq.php?id=4&AccessKey=c0nbb140b27f301121d3537b5be7cad2999&SecretKey=96bd8742996a6d38020cd47a914e3afedc4771ee

    • Encoding – Click the JSON button.
    • Content – Select the Advanced button and paste the following:
      { “freshdesk_webhook”: { “ticket_id”: {{ticket.id}}, “ticket_url”: “{{ticket.url}}”, “ticket_agent_name”: null, “ticket_agent_email”: null, “ticket_public_url”: “{{ticket.public_url}}”, “ticket_status”: “{{ticket.status}}”, “ticket_requester_firstname”: “{{ticket.requester.firstname}}”, “ticket_requester_lastname”: “{{ticket.requester.lastname}}”, “ticket_requester_email”: “{{ticket.from_email}}”, “triggered_event”: “{{triggered_event}}” }
  1. Click Save.

Note: If there is an already existing rule which matches this criteria, then the details should be added to the existing rule.
In a single action, there cannot be multiple Webhooks.

Create an Observer Rule on Lead reply

  1. From the Freshdesk administrator page, go to admin and under Helpdesk Productivity, click Observer. The Observer – Rules window is displayed:

observer new window

  1. Click New Rule. Observer – New Rule window is displayed.

observer new window open

  1. Enter the rule name and the description in the Rule Name and Description fields respectively.
  2. Under the When Any of these events occur section, select Reply is sent from the drop-down list.
  3. Under the and the events are performed by section, click the Requester button.

Note: Under the on tickets with these properties section, do not give any condition.

  1. Under the perform these actions section, complete the following fields:
    • From the drop-down list, select Trigger Webhook.
    • From the Request Type drop-down list, select POST.
    • Paste the following URL in the Callback URL field:

https://freshdesk-app.leadsquared.com/fd2lsq.php?id=4&AccessKey=c0nbb140b27f301121d3537b5be7cad2999&SecretKey=96bd8742996a6d38020cd47a914e3afedc4771ee&type=1

    • Encoding – Click the JSON button.
    • Content – Click the Advanced button and paste the following:

{ “freshdesk_webhook”: { “ticket_id”: {{ticket.id}}, “ticket_url”: “{{ticket.url}}”, “ticket_agent_name”: null, “ticket_agent_email”: null, “ticket_public_url”: “{{ticket.public_url}}”, “ticket_status”: “{{ticket.status}}”, “ticket_requester_firstname”: “{{ticket.requester.firstname}}”, “ticket_requester_lastname”: “{{ticket.requester.lastname}}”, “ticket_requester_email”: “{{ticket.from_email}}”, “triggered_event”: “{{triggered_event}}” }

  1. Click Save.

Create An Observer rule on Agent reply

To create an observer rule on agent reply, follow the same steps under the Create an Observer Rule on Lead reply section, and make the following changes:

  1. Under the and the events are performed by section, click the Agent button and the tag in the below field should be Any.
  2. Paste the following URL in the Callback URL field:

https://freshdesk-app.leadsquared.com/fd2lsq.php?id=4&AccessKey=c0nbb140b27f301121d3537b5be7cad2999&SecretKey=96bd8742996a6d38020cd47a914e3afedc4771ee&type=2

Create an Observer Rule on Status Changed from any status to Closed and Closed to any status
To create an observer rule on status changed from any status to closed and closed to any status, follow the same steps under the Create an Observer Rule on Lead reply section, and make the following changes:

  1. Under the When Any of these events occur section, give the conditions given in the table below using the drop-down lists:

 

StatusFromTo
Status is changedAny StatusClosed
Status is changedClosedAny Status

 

  1. Under the and the events are performed by section, click the Anyone button.
  2. Paste the following URL in the Callback URL field:

https://freshdesk-app.leadsquared.com/fd2lsq.php?id=4&AccessKey=c0nbb140b27f301121d3537b5be7cad2999&SecretKey=96bd8742996a6d38020cd47a914e3afedc4771ee&type=3