Integrate Freshdesk with Zoho SalesIQ

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Freshdesk & Zoho SalesIQ

Freshdesk is a customer support help desk that helps businesses manage and resolve customer queries through tickets.

By integrating Zoho SalesIQ with Freshdesk, you can bring real-time chat and support ticketing together. This allows you to convert chat conversations into tickets and ensure customer queries are tracked and resolved without losing context.

How does this integration help?

Convert chats into tickets: Turn visitor conversations into Freshdesk tickets directly from SalesIQ, so support requests are captured and tracked without manual effort.
Access support context while chatting: View related Freshdesk ticket details alongside conversations to understand customer issues and respond effectively.
Simplify support workflows: Manage tickets using Freshdesk fields like priority, status, and group, while reducing the need to switch between platforms.

How to integrate your Freshdesk account with SalesIQ?

Prerequisites:

A Freshdesk account with admin privileges.
A Zoho SalesIQ account with admin privileges.

Connect Freshdesk with SalesIQ

Log in to your Zoho SalesIQ account.
Navigate to Settings → Integrations → Help Desk → Freshdesk.

Click Add to open the integration setup.

Enter your Freshdesk domain name (e.g., yourcompany.Freshdesk.com) and API key. Where can I find my Freshdesk domain name & API key?

Finally, click on Add Freshdesk Integration.

Upon successful connection, you’ll see the Freshdesk administrator details and portal name displayed in the Connect with your Freshdesk account section, confirming that the integration is done.

You can modify or update the domain name and API key by using the Update option here.

Setting up the Freshdesk integration configurations

Freshdesk configurations

In this section, you can select the type of chats to convert to tickets in Freshdesk and configure other related settings.

Chats to be converted as tickets in Freshdesk

You can choose the type of SalesIQ chats that need to be automatically converted as tickets in Freshdesk. These can be:

Operator attended - A chat attended by an operator.
Bot attended - A chat attended by a bot.
Missed - A chat missed by operator/bot.

You can choose one, two, or all the options from here.

Choose when to convert chats as tickets

Here, you can select when exactly the ticket must be automatically created in Freshdesk. These can be:

While attending chat – as soon as the operator picks up the chat.
While ending chat – when the chat ends.

Default status of created tickets

Here you can choose the default status for Freshdesk tickets created via this integration. These can be either open or closed.

Department mapping

The configurations in this section help ensure that the chats from SalesIQ are logged to the right groups/departments inside Freshdesk as tickets.

Map SalesIQ departments with Freshdesk groups

Here, you can choose the relevant Freshdesk groups to which the data should be pushed, mapping them with the corresponding SalesIQ departments. You can either choose the exact Freshdesk group the data must be pushed to or one of the following options.

Choose on demand: This option will allow operators to manually push a chat as a ticket to the required group in Freshdesk, on the Freshdesk widget of the operator chat window.

Note: If any SalesIQ chats are chosen for auto-conversion (Freshdesk Configurations > Chats to be converted as tickets in Freshdesk) those chats will be pushed to Freshdesk as tickets automatically. To achieve complete manual push of data, deselect all the options available for automatic push of tickets.

Read-only: Existing tickets of visitors will be displayed in the Freshdesk widget on the operator chat window, but there will be no option for operators to convert the current chat to a Freshdesk ticket. This is a read-only option that allows view access alone.
No integration: The Freshdesk widget will not display any information.

Choose the configurations for all the available SalesIQ departments to complete department mapping.

SalesIQ configurations

In this section, you can you can set up configurations like handling of missed chats and the various ticket fields to be displayed in the Freshdesk widget on the operator chat window.

Missed chat status in SalesIQ

We can choose to push missed chats to Freshdesk as a ticket automatically here. But the missed chats' status on SalesIQ will be marked based on the preference selected here. The status of the chats can be either of the following:

Keep as missed chat - This will retain the SalesIQ chat in the missed chats section.
Move to closed chats - The missed chat will be moved to the closed chats section, and follow-ups of the chat can be carried out in Freshdesk.

Freshdesk fields for ticket creation on SalesIQ

Choose the SalesIQ brand and Freshdesk group.
Under Freshdesk layout fields, the fields from the chosen Freshdesk group will be listed.
You can drag and drop the Freshdesk ticket fields on the left to the "Fields to show in SalesIQ" area on the right.
Once the required fields are dropped to the right, you can rearrange the order to customize the order that you want your operators to fill in during manual Freshdesk ticket creation.

Freshdesk info on SalesIQ's Operator chat window

With your Zoho SalesIQ integrated with Freshdesk, your operators will be able to:

View a customer or visitor's recent tickets' information from the Freshdesk database on SalesIQ's operator chat window (Freshdesk info widget).
Convert the current chat as a ticket in Freshdesk and specify the information to be populated on the required fields within Freshdesk.

Convert chats as tickets in Freshdesk

While conversing with your visitors, if you want to add a chat as a ticket in your Freshdesk:

Click on the Convert chat as ticket option in the Freshdesk widget on the operator chat window.

The Create ticket dialog box will appear. You can choose to associate the chat with an existing ticket or create it as a new ticket.
Next, add the details of the ticket and click on Submit.

The ticket will be added and will appear in the Freshdesk info widget on the right.
You can also view the ticket in your Freshdesk portal. Click on the navigation icon on the ticket to navigate straight away to the ticket page on Freshdesk.

You will be navigated to the ticket's page on Freshdesk, and the details will be available as recorded on SalesIQ.

Note: The operator must be part of the integrated Freshdesk portal to be able to directly navigate to the ticket page on Freshdesk. If they are not part of the Freshdesk portal, they will not have the option to navigate.

What details from SalesIQ will be pushed to Freshdesk?

Tickets will be created and pushed once the chat is attended or ended on SalesIQ, based on automatic or manual ticket creation settings set up in the integration configurations.

The chat transcript along with any attachments will be pushed.

An automatic private note will also be added to the ticket that includes the question, location, browser, and system details of the visitor/customer.

The actions done in relation to this ticket will be available on the Activity tab.

Managing the Freshdesk integration

Disable integration: You can disable the linked integration in the integration settings page by clicking on Disable at the top right.

Re-enable integration: You can re-enable the linked integration on the same page in the same manner.

Note: If the Freshdesk user who set up the integration is deactivated or loses access, the integration may fail, ensure their account remains active on both SalesIQ and Freshdesk.

Where can I find my Freshdesk domain name & API key?

Log in to your Freshdesk account.
Click the profile icon at the top right and then click on Profile settings.

Your API key will be available at the right. Click on View API Key to display it.

The domain name will be available at the top of the browser URL.