Sugar Freshdesk Integration - Standard Syncs

Overview

This article will walk you through the Standard Syncs available in the Sugar Freshdesk Integration.

Standard Syncs

1. Sugar Account to/from Freshdesk Companies

This is a bi-directional sync between Sugar Accounts and Freshdesk Customers. This sync will create and update records in both systems. This sync is triggered by creating or editing an Account record in Sugar OR a Customer record in Freshdesk.

Notes:

1. The following scenarios can prevent an Account from successfully syncing from Sugar to Freshdesk due to record validation logic within Freshdesk:
   • More than one Account with the same domain/website address (only the “first” record in order of processing will sync)
   • An Account with the same Name as another Account record (only the “first” record in order of processing will sync)
   • An invalid URL in the website field

For the default mapping please see Sugar Accounts - Freshdesk Companies map

2. Sugar Contacts to/from Freshdesk Contacts

This is a bi-directional sync between Sugar Contacts and Freshdesk Contacts. This sync will create and update records in both systems.

Notes:

1. The following scenarios can prevent a Contact from successfully syncing from Sugar to Freshdesk due to record validation logic within Freshdesk:

• • Email address is invalid
  • Email address exists on another Contact record (only the “first” record in order of processing will sync)
  • Office/Work Phone exists on another Contact record (only the “first” record in order of processing will sync)

2. A Contact can be associated with more than one Company in Freshdesk, but it will only be related to the primary company when sync’d to Sugar

For the default mapping please see Sugar Contacts - Freshdesk Contacts Mapping

3. Freshdesk Tickets to Sugar Cases

This is a one-way sync from Freshdesk Tickets to Sugar Cases. For the default mapping please see Freshdesk Tickets to Sugar Cases Map

Notes:

1. Freshdesk Tickets created BEFORE the integration is activated will only sync to Sugar after it is edited and only new notes will sync over.
2. If Sugar is already populated with Cases that also exist in Freshdesk then the External Case ID must be populated with the Freshdesk ID to prevent duplicate records from being created.
3. The Freshdesk Agent on a Ticket maps to the Sugar Assigned To field on the Case based on the email address of the user.
4. Ticket attachments do not sync over to Sugar.
5. Tickets that are Closed in Freshdesk cease to update in Sugar unless reopened.

4. Freshdesk Notes to Sugar Messages

This is a one-way sync from Freshdesk Notes to Sugar Messages. For the default mapping please see Freshdesk Tickets to Sugar Cases Map

Notes:

1. Tread Conversations do not sync (only the first note within the thread syncs)
2. Side conversations do not sync