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- Freshdesk Integration Case Study
Freshdesk Integration Case Study
iTS runs installation and support work through Freshdesk, a helpdesk system, while orders and customer records live in webCRM. The two need to stay connected so engineers and sales staff see the same picture.
The Business Problem
Some tickets lost their link to the CRM activity they belonged to, so notes and updates went nowhere. Emails about new leads and orders still had to be turned into tickets by hand. The product shown on each ticket included options that no longer applied. Older scheduled triggers and support-call history routines also needed updating for the current CRM.
The Solution
wildesoft.net investigated the broken links and fixed their cause. A new daily job now finds tickets with missing links and repairs them.
Emails about new leads and orders now create Freshdesk tickets automatically, at set times during the day. Activity filtering makes sure only the right items are sent across. Ticket product details are updated when the product is PaperCut, and the product list was tidied.
Notes added to tickets are saved back to the matching CRM history. The ten-day follow-up triggers and the support-call history routines were rewritten for the current webCRM interface. Daily emails list the deliveries that were checked, with links back to the CRM.
The Result
Engineers and sales staff can rely on tickets and CRM records matching. New work reaches the support desk without anyone retyping it, and broken links are found and fixed automatically every day.
Get in touch if your helpdesk and CRM tell different stories.