Freshdesk Dynamics 365 Integration | Step by Step

Many businesses use Freshdesk and Dynamics 365 solutions to improve their operational efficiency, access intended features in budget and utilize the capabilities from both solutions to meet their requirements.

However, while using both solutions, you need to ensure that data is consistent to reduce data silos, improve collaboration between departments, and enable real-time data synchronization between these solutions.

So, Freshdesk Dynamics 365 integration comes into the picture. It unifies your customer data by centralizing it in a single source of truth, like Azure. Integration allows the access of customer details, purchase history, and previous interactions directly within Freshdesk to offer more personalized support.

On the other hand, sales teams can view support tickets and their statuses using Dynamics 365 to ensure better coordination between sales and support teams. In this blog, we will explore why you should consider Freshdesk Dynamics 365 integration and the advanced capability you can access.

Why Integrate Freshdesk with Dynamics 365?

Integrating Freshdesk with Dynamics 365 allows businesses to streamline their workflows and enable better collaboration between sales, support, and other departments. With data synchronization in place, organizations can:

Enhance Collaboration Between Teams 

Integration ensures that sales teams using Dynamics 365 and support teams relying on Freshdesk are always on the same page. Customer records, support tickets, and case updates flow seamlessly between the two systems.

Eliminate Manual Data Entry 

Synchronization eliminates the need for manual data updates between the two platforms. Changes made in one system are automatically reflected in the other, reducing errors and saving time.

Improve Customer Experiences 

By keeping customer data up to date across Freshdesk and Microsoft Dynamics, you can provide faster, more informed support. Support agents can access data from Dynamics CRM, while sales teams can view ongoing support cases to avoid redundant outreach.

Enhance Data Visibility 

Integrated systems ensure both sales and support teams have visibility into customer interactions. For instance, a sales rep can view support ticket statuses directly in Dynamics 365, providing them with a complete picture of the customer relationship.

Automate Workflows 

Automating workflows between Freshdesk and Dynamics 365 reduces repetitive tasks and ensures critical activities like ticket updates, case creation, and lead assignment happen in real time.

What Are the Integration Options?

There are multiple ways to integrate Freshdesk and Microsoft Dynamics. You can use the built-in connector, third-party solutions, or a customized API. Let’s see each option in detail:

Inbuilt Connector

Both the solutions provide built-in connectors to initiate integration. For example, you can search for the Freshdesk connector in Microsoft App Source. Or you can search for the Microsoft Dynamics 365 CRM connector in the Freshworks marketplace.

To initiate connection, Recursyv offers an integration service that focuses on bi-directional data syncing between Freshdesk and Dynamics 365. It’s ideal for businesses looking for robust, customizable integrations without the need for internal development resources.

With this connector, you can expect the following:

• Bi-Directional Sync
• Custom Mappings
• Azure Data Region
• Managed Service

Third-Party Solutions

There are various third-party solutions available that offer no-code solutions for Freshdesk and Dynamics 365 integration. For instance, Zapier provides a seamless and straightforward way to connect both solutions.

However, it lacks advanced customization and fails to fulfill complex business requirements and struggles to handle large datasets.

What you can expect from this connector:

• Triggers and Actions
• Predefined Workflows
• Ease of Use

Customized API

When both the options fail to fulfill your requirements, you can go for a customized service to integrate both the solutions. An experienced Microsoft Solutions Partner, like Dynamics Square, can help you integrate both systems even if you require advanced customization or complex business requirements.

Freshdesk and Dynamics 365 Integration Capabilities

Integrating Freshdesk with Dynamics 365 CRM brings a wide range of features to streamline operations and improve efficiency. These features ensure seamless data sharing and workflow automation between customer service and sales teams. Below, we delve deeper into each feature and its impact on business processes: 

Data Synchronization Across Platforms 

You can sync customer account and contact information between Freshdesk and Dynamics 365 with bi-directional data synchronization. This eliminates manual data entry by ensuring real-time updates and automatic data syncing. 

For instance, when a customer is created or updated in Freshdesk, the corresponding customer record in Dynamics 365 is updated in real time, and vice versa. This ensures a unified and accurate view of the customer. 

Ticket Management and Case Creation 

Freshdesk tickets are synced to Dynamics 365 cases, providing visibility to sales and customer service teams. Whenever a new ticket is raised in Freshdesk, it is automatically created as a case in Dynamics 365. This allows sales or account managers to view ongoing customer issues and align their communications accordingly. 

For instance, changes in ticket statuses in Freshdesk, such as “Resolved” or “Pending,” are instantly reflected in the associated case within Dynamics 365. This ensures that everyone involved has accurate updates without needing manual intervention. 

Workflow Automation 

The integration automates lead management, ticket assignments, and status updates. It allows you to trigger automated actions like email notifications or task creation based on predefined conditions. For example, when a high-priority ticket is created in Freshdesk, it can automatically trigger a task assignment in Dynamics 365 for the account manager. 

This support interaction in Freshdesk can be used to identify potential sales opportunities. For instance, if a customer inquiry about an upgrade or additional services, a lead can automatically be created in Dynamics 365 and assigned to a sales rep.

Cross-System Visibility 

Freshdesk agents can view Dynamics 365 CRM data directly within Freshdesk, ensuring they have context about customer interactions. Sales teams in Dynamics 365 can access support ticket details, enhancing their understanding of customer issues. 

Custom Field Mapping and Data Rules 

Integration provides you with the ability to customize data mappings and establish specific rules for data handling. Businesses can map custom fields between Freshdesk and Dynamics 365. For instance, fields like “Preferred Language” or “Contract Expiry Date” can be synced to ensure both platforms reflect unique business requirements. 

Freshdesk Dynamics 365 Integration – Steps

We have seen the multiple ways of Freshdesk Dynamics 365 integration. This section will explore the steps of integration using the in-built connector:

Register Freshdesk App on Azure Active Directory

Sign in to the Microsoft Azure management portal. Register a new application and obtain the Client ID and Client Secret.

Install the Dynamics 365 Connector App in Freshdesk

Go to the Freshdesk marketplace and search for the Dynamics CRM Connector App. Install the app and enter your Dynamics 365 credentials.

Configure Data Sync

Set up data synchronization between Freshdesk and Dynamics 365. Choose the direction of data flow (one-way or two-way) and configure the fields to be synced.

Test and Enable Integration

Test the integration to ensure data flows correctly. Enable the integration and monitor the synchronization process.

Ensure Seamless Freshdesk Dynamics 365 Integration with Dynamics Square

Freshdesk Dynamics 365 integration ensures your teams have access to the right information at the right time. This can improve efficiency, collaboration, and customer satisfaction. However, the first step towards this goal is to collaborate with an expert, like Dynamics Square, for seamless integration.

We have 14+ years of experience and expertise in CRM implementation with a 99% success rate. Our consultant provides you with end-to-end service for successful integration and increases the integration capabilities.

Call us at +1 778 381 5388 or shoot us an email at info@dynamicssquare.ca to get in touch with our consultant.