Freshdesk Integration
Connect Freshdesk CRM to synchronize tickets, contacts, and customer data with eeV.ai.
Freshdesk Overview
Integration Benefits
- Unified Ticketing: Sync tickets between platforms
- Contact Management: Shared customer database
- Workflow Automation: Automated ticket routing
- Reporting Sync: Combined analytics and reporting
- Agent Collaboration: Seamless agent handoffs
Supported Features
- Ticket creation and updates
- Contact synchronization
- Custom field mapping
- Status and priority sync
- Attachment handling
Setup Process
1. Freshdesk API Setup
- Access your Freshdesk admin panel
- Navigate to Admin > API
- Generate API key
- Note your Freshdesk domain URL
- Configure webhook endpoints (optional)
2. eeV.ai Configuration
- Navigate to Integrations > CRM
- Select Freshdesk integration
- Enter connection details:
- Freshdesk Domain
- API Key
- Authentication method
- Test connection
3. Field Mapping
- Ticket Fields: Map eeV.ai fields to Freshdesk fields
- Contact Fields: Sync customer information
- Custom Fields: Configure custom field mapping
- Priority Mapping: Align priority levels
Synchronization Features
Ticket Synchronization
Automatic Ticket Creation
- New eeV.ai conversations create Freshdesk tickets
- Customer information automatically populated
- Conversation history included in ticket
- Attachments transferred
Bi-directional Updates
- Status changes sync between platforms
- Priority updates reflected in both systems
- Agent assignments synchronized
- Resolution notes shared
Contact Management
Contact Sync
- Customer Profiles: Unified customer view
- Contact History: Shared interaction history
- Custom Properties: Sync custom contact fields
- Segmentation: Maintain customer segments
Duplicate Prevention
- Automatic duplicate detection
- Contact merging capabilities
- Data validation rules
- Conflict resolution
Workflow Integration
Automated Workflows
Ticket Routing
- Route tickets based on Freshdesk rules
- Skills-based assignment
- Priority-based escalation
- Department-specific routing
Status Management
- Open: New tickets from eeV.ai
- Pending: Waiting for customer response
- Resolved: Completed interactions
- Closed: Final ticket status
Escalation Rules
- Time-based escalation
- Priority-based escalation
- Agent availability escalation
- Manager notification rules
Reporting and Analytics
Combined Reporting
- Unified Dashboards: Combined metrics from both platforms
- Cross-platform Analytics: Comprehensive performance view
- Custom Reports: Build reports using data from both systems
- Export Capabilities: Export combined data sets
Key Metrics
- Response Times: Average response across channels
- Resolution Rates: Combined resolution statistics
- Customer Satisfaction: Unified CSAT scores
- Agent Performance: Cross-platform agent metrics
Advanced Features
Custom Field Mapping
- Map eeV.ai custom fields to Freshdesk
- Transform data during sync
- Conditional field mapping
- Validation rules
Webhook Integration
- Real-time data synchronization
- Event-driven updates
- Custom webhook handlers
- Error handling and retry logic
Multi-brand Support
- Support multiple Freshdesk brands
- Brand-specific configurations
- Separate field mappings per brand
- Isolated data sync
Troubleshooting
Common Issues
Authentication Problems
- Verify API key validity
- Check domain URL format
- Confirm API permissions
- Test connection regularly
Sync Issues
- Monitor sync logs
- Check field mapping configuration
- Verify data format compatibility
- Review error messages
Performance Optimization
- Optimize sync frequency
- Use selective field sync
- Implement data filtering
- Monitor API rate limits
Best Practices
Data Management
- Regular data cleanup
- Consistent field naming
- Proper data validation
- Backup before major changes
Integration Maintenance
- Monitor sync performance
- Update field mappings as needed
- Test after Freshdesk updates
- Document configuration changes
