If you receive a support ticket from someone who is very interested in your product, you might want to add that person as a lead in your CRM. Adding requestors of tickets from your helpdesk as leads in your CRM is only a button's click away. If you use Freshdesk to manage your customer support, all you need to do is install a Freshplug (custom app) in your Freshdesk account to add leads from support tickets in your Freshsales account.


Here's how you do it,

  1. You need to create the Freshplug in your Freshdesk account first. So, login to Freshdesk as an Administrator.
  2. Click Admin and under Helpdesk Productivity select Apps.
  3. In the Apps page, click the Custom Apps tab. You can find a list of all the custom apps you've created. To add the freshplug for lead creation, click New Custom app.
  4. Download the script (attached in this article) and copy it.
  5. In the New Custom app page,
    1. Give the custom app a name of your choice.
    2. You can also describe the custom app by adding a one liner in the description. It helps the other admins understand the purpose of the app better.
    3. In the Script box, paste the code from the downloaded .txt file. (If the box has any sample code in it, please delete it before you paste the copied code.)
      1. After you've pasted the code, search for FRESHSALES_DOMAIN in the code. You'd need to enter your Freshsales domain URL between the double quotes provided. 
      2. Similarly, you'd also need to enter your Freshsales API key between the double quotes provided for FRESHSALES_API.


      3. Select the Ticket detail page checkbox.




    4. Click Create and enable when you're done.
The custom app would appear on the details page of all the tickets in your Freshdesk account. 



When you click on the Create Lead in Freshsales button,

  1. A lead is created and the Requestor's 
    1. Email address - is filled in the lead field Email.
    2. Last name - is filled in the lead field Last name.
    3. Company name - is filled in the lead field Company name.
    4. Mobile number - is filled in the lead field Mobile.
    5. Twitter - the link to the requestor's Twitter profile is filled in the lead field Twitter.
    6. Facebook - the link to the requestor's Facebook profile is filled in the lead field Facebook.
    7. Address - is filled in the lead field Address.
    8. Job title - is filled in the lead field Job title.
    9. Work number - is filled in the lead field Work.
    10. Timezone - is filled in the lead field Time zone.
  2. Notes of the ticket are added under the tab Notes in the lead's details page.

Note:


  1. Each time the button is clicked, the Requestor of the ticket is added as a lead. To avoid duplication, click the button only once.
  2. This Freshplug can be created and used even if you haven't integrated your Freshdesk account with your Freshsales account.