With the integration of Freshsales and Freshdesk, tickets are synced in real-time.
How to view the list of tickets in the CRM
To view Freshdesk tickets,
Go to the Contact details page
Scroll to Contact details > Tickets. All tickets related to the contact/account will be shown here
Note: From the Account details page, you can filter tickets by contact, account, and status.
How to create tickets
To create a ticket, click on the Add ticket button
You will be redirected to Freshdesk in a new tab. Here, you can fill in the ticket information.
How to view ticket information and add notes?
Click on a ticket to view the conversations between the support agent and the customer.
You can also add private notes.
Users in the CRM, that aren't already agents in Freshdesk, will have a Freshsales agent role in Freshdesk by default.
Admins can remove users from the Agent Roles page under Freshsales agent tab if users should not be able to view Freshdesk tickets. Click here to learn more about roles and privileges for agents in Freshsales