#worksmart series

Integrate Freshdesk with Salesforce!
freshdesk logo.png
freshdesk logo.png

When I create a new

Freshdesk Ticket


If the Ticket Requestor isn't in Salesforce, create a Salesforce Contact for the Ticket Requestor


Create a new Salesforce Case for the Contact

Salesforce enhancements included!


Create Case field to store the Freshdesk Ticket URL, for easy access to the Ticket from within Salesforce


Create a Salesforce Case view that includes the Case name, Freshdesk Ticket URL, Case type, Case priority, and Case number

(click video link below to see how this looks)

Book your

Freshdesk + Salesforce integration appointment!

💡 don't see the date you need?

you may notice I've only opened up a few weeks worth of availability

if you need a date outside of what's showing, please let me know what date so I can open it up for you...thanks!

Approximate Appointment duration. 
The duration listed on the booking section is an estimate of how long it will take to set up the Zap[s] outlined below, but it could take more time depending on circumstances that may arise. We may finish in less than the estimated time, and will conclude our screenshare once the Zaps are set up.
What's included in the Appointment: Zaps. 
This is a flat-fee service to screenshare with you to set up 2 Zaps in your Zapier account that will integrate Freshdesk with Salesforce.  The Zaps we'll create are:
  • when a new Freshdesk Ticket is created, look for the Requestor in Salesforce and create the Contact if it's not found, then create a new Salesforce Case for that Salesforce Contact

  • when a Freshdesk Ticket Status is marked Resolved or Closed, post a Comment to the Salesforce Case, and create a Salesforce Task telling you to close the Salesforce Case.  As of Oct 16 2019, Salesforce doesn't give Zapier access to close a Salesforce Case so that's why we're creating a Task to give you the heads-up. Unfortunately they also don't give us the option to link the Task to the Case so the Task will be unlinked.

What's included in the Appointment: Salesforce enhancements. 
We'll also work with you to:
  • create Freshdesk Ticket Types, and the same Case Types in Salesforce

  • create a new field in your Case object to store the Freshdesk Ticket URL, for easy-click access back to the Freshdesk Ticket from within the Salesforce Case
  • create a customized Case view that shows the Case Name, Freshdesk Ticket URL, Case Type, Case Priority, and Case Number

What's not included in the Appointment. 
  • account fees imposed by Freshdesk, Salesforce or Zapier [all of the Zaps have 3+ steps so require a paid Zapier account]

  • any other 3rd party licenses or fees

  • setup of your Freshdesk and Salesforce accounts (except the Enhancement listed above), and training for Freshdesk and Salesforce is not included. we can provide this setup and training but it is outside the scope of this Appointment so you'll need to book that separately here

How the Appointment works. 

On your desired Appointment date and time, we will have a screenshare with you where we will be looking at your computer to complete the Zapier setup.

Appointment cancellation, no show, rescheduling. 

All Appointment cancellations must be made at least 24 hours prior to your scheduled Appointment in order to receive a full refund of the Appointment payment. In the event that the cancellation is received less than 24 hours prior to the scheduled Appointment or client fails to show for the Appointment, 50% of the Appointment payment serves as a non-refundable late cancellation fee. If the Appointment is rescheduled less than 24 hours prior to your scheduled Appointment, and the rescheduled Appointment is kept (ie it is not further cancelled or rescheduled), the late cancellation fee is waived. 

Cancellations should be done by clicking the Cancel button in your Appointment confirmation email. If you can't find your confirmation email you may submit your cancellation via phone at 503-208-6239

In the event that the client receives Blue Rock's voice mail, a cancellation message must be left. 


Please consult appropriate product manufacturer for information on terms and conditions of warranty. Blue Rock does not provide warranty for non-Blue Rock branded products. 


Client attests that software provided by client to Blue Rock Consulting for the purpose of installation to any client system has been lawfully acquired and purchased by client. Blue Rock assumes no liability for "pirated" software provided by client. 

Consequential damages.

In no event shall Blue Rock, its subsidiaries or affiliates, or their respective officers, directors, employees, representatives or agents (collectively, "Blue Rock Consulting") be liable for special, incidental, consequential, punitive, indirect, or other special damages, including but not limited to, loss of data, use, or profits, however caused, whether for breach of contract, negligence, or otherwise, and whether or not Blue Rock has been advised of the possibility of any such damages. All clients are advised to perform backups to their systems prior to any Blue Rock service performed.

As always, thanks for your business!