Ticketing: Freshdesk

ChurnZero supports a integration with Freshdesk to map ticket data to accounts and contacts in ChurnZero. Read below for details on requirements for the integration and the behavior/rules of the sync. 

Note: Freshdesk and Freshchat are NOT the same tool. At this time ChurnZero only integrates with Freshdesk. But it's worth noting that when resolving a chat in Freshchat, you can create a new Freshdesk ticket (or append to an existing ticket). 

Integration Requirements

In order to connect your Freshdesk instance to your ChurnZero instance, the following is required:

• Authorize your Freshdesk instance within ChurnZero. To authorize, log into your ChurnZero Production account, go to Admin > Freshdesk Setup and follow the instructions. Confirm the authorization with your Implementation Specialist and/or CSM when you are done. 
  • Note: You must authorize using a full-time agent's API Key. "Occasional Agents" have API key's that will reset nightly, thus disrupting the authorization.

Sync Behavior/Rules

• This is a one-way sync, from Freshdesk to ChurnZero. At this time the ChurnZero integration with Freshdesk is one direction, from Freshdesk into ChurnZero. Ticket data is NOT editable in ChurnZero, all ticket updates must be made in Freshdesk. But ChurnZero does provide a quick link back to Freshdesk for each ticket. 
  
  
• Default sync interval is 15 minutes. Every 15 minutes the sync will pull new tickets and search through existing tickets in order to match tickets to contacts and accounts. 
  
  
• Default mapping is based on the "Requester" field, with a secondary match on Account Name. All tickets require a Requester, which is the person who made the support request. By default, ChurnZero will match tickets to contacts - and subsequently to accounts - using this Requester field. There is also a secondary match on Account Name that is on by default. 
  
  • When a unique contact is identified, ChurnZero will associate that ticket with that contact AND with the account that contact is associated with.
  • If multiple contacts match the Requester, the ticket will be associated with the first contact the sync finds. 
  • If no contact matches Requester, the ticket will NOT be associated with any contact. New contacts will NOT be created in ChurnZero as the result of syncing tickets. 
  • When new contacts are added to ChurnZero and/or existing contacts are updated, the sync will search for any matching tickets. 

Important Note: ChurnZero's Freshdeak sync will never delete tickets because of a limitation with the Freshdeak API that prevents ChurnZero from scanning the entire set of tickets to infer if a ticket has been deleted. In instances where the sync criteria is no longer being met, the ticket is just never updated again in ChurnZero.

• Ticket data is supplemental data in ChurnZero. Ticket data can be used in Segment and can be used to trigger Alerts. But tickets themselves cannot interact with Plays, Journeys, NPS Campaigns or ChurnScores (this is all done at the Account and/or Contact level).