Freshdesk for Salesforce

Terrible Integration

You can hardly call this an integration, the view is awful and you are limited in what you can access from FreshDesk. Nothing can be done without custom development.

Went back and forth with support for over 2 months...

Been trying to get a yes or no answer to some integration questions. All support does is send you articles or links to calendars that dont have any time slots. Was told yes by one support agent on how to enable the integration with Salesforce only to be told it isnt possible to do what we asked a couple months later. Save your time and money and use another product.

Upgrade

Note there is an upgrade Version 1.4 : - https://login.salesforce.com/packaging/installPackage.apexp?p0=04t28000000XY0h - https://support.freshservice.com/support/solutions/articles/224011-freshservice-integration-with-salesforce

Only works for Classic

We can only see the freshdesk ticket list in contacts when we switch over to classic like the other review said. Please resolve this issue

Does not work with Salesforce Lightning

With the Classic version of Salesforce, the app works well but not great. I does not allow for customization of fields displayed in SF and... it does not show Company/Account data in Freshdesk unless all companies are created in FD and match what is in SF. It should just pull whatever company it finds in SF. This app does not work with the Lightning version of SF, which is the latest... so it's useless to us at the moment... I will have to uninstall until it's upgraded, which as of today, support have no ETA.

Doesn't Work

I installed it but nothing shows up in either system.

Seamless Integration - Working great!

Followed this guide; https://support.freshdesk.com/support/solutions/articles/18585-the-salesforce-app-part-1-create-tickets-access-contact-details And everything went super smooth. Great to see ticket history on contacts and accounts with tickets in SF, and the requester info toggle on Freshdesk feeds really well to see our elite customers and those actually subscribed for paid support. Only issue is i'm not sure there's a live feed between Salesforce when new customers/contacts are added to flow through into Freshdesk contacts/companies. Thanks for integration tho guys!

Sort of works...

Followed the install instructions and I can see recent tickets listed for my test contact. Clicking the "New Ticket" button on the ContactsFreshdesk VF page sends me to an error - "Page ContactCreateTicket does not exist" UPDATE (2014-07-08): Retrying this App, either they fixed the above issue or it resolved itself by installing this in production instead of the Sandbox. Updating my rating from 1 to 4 stars since it mostly does what it says, still needs a bit of polish on the Create Ticket side as only some of our custom fields are showing up and the standard field selections do not properly mirror what our agents seen in the FD UI.

Horrible Integration Issues

So this used to work when we had a trial set up and I was happy with it. Then the trial ended and I signed up. That is when it all fell apart. They resent my API key in Freshdesk and by doing so, it would no longer connect to Salesforce. Every time I tried it would give me the same error. "Unable to connect to Freshdesk. Please check the domain URL and credentials" Salesforce claims it is a Freshdesk issue and Freshdesk claims that the salesforce developers resources are not helpful. Here I am stuck in the middle with no working solution. Salesforce even told me that they won't help because I am just one customer, not a "developer". Talk about being kicked in the you know what by a company you are PAYING to use their services. I am at the end of my patience with this whole thing and why I am starting to write bad reviews. I keep getting the run around. If I could switch to a solution that did both better I would in a second. I am already thinking about at least going with desk.com or zendesk rather than Freshdesk but I am stuck with Salesforce.

Integration Failed

The Freshdesk to Saleforce integration didn't work. And worse, the Freshdesk support team couldn't figure out why as they didn't know what the error message was. It's still not working.