How to integrate SAS Flex with Freshdesk

Freshdesk is an online customer resource management system that helps you stay organized by monitoring support tickets, updating your knowledgebase, creating reports, managing communications, and more. If your business uses this software, integrating your account with the Freshdesk app in the portal will automatically push data from your calls into your CRM system. This eliminates the need for you to do double the work, converting messages into Freshdesk entries.

In this article we'll discuss:

Connect Your Freshdesk with the SAS Freshdesk App
Set Contact Data Parameters
Configure Custom Mappings (Optional)
Integrate Freshdesk into Your Script

Connect Freshdesk with Your SAS Flex Account

In the SAS Flex portal, click Integrations from the left side menu.

From the Apps screen, click the Install button next to the Freshdesk logo.

On the next screen, enter in your Freshdesk URL and API key. Then click Save & Connect.

Setting Contact Data Parameters

Now that Freshdesk is connected to the app, click Add configuration to begin the setup.

On the next page, name your configuration. This is how your Freshdesk integration will be displayed within your SAS Flex portal.

Then, you'll need to tell the system how to manage the caller's contact details. Choose what email address Freshdesk will show in each task by selecting an option next to Send Data.

If   Send call data on behalf of email provided by caller. is chosen, tasks will be created under the email address the caller provides. Note that if the caller does not provide an email address, data will be sent from notifications@sasdesk.com by default.

If   Send call data from notifications@sasdesk.com is chosen, tasks will be created under the email address notifications@sasdesk.com.

If   Send data from email address is chosen, tasks will be created under the static email address you enter.

Next decide whether you'd like the system to Update and Overwrite existing contact data.

If   Don't update existing contacts. Create new ones. is chosen, SAS will look for an email match in your Freshdesk installation. If there is no match, it will create a new task and a new contact. If there is an email match, it will just create a new task.

If   Update contacts by overwriting any data with details from SAS. is chosen, SAS will look for an email match in your Freshdesk installation. If there is a match, it will overwrite any existing customer data with data we've received from the call.

If   Update contacts by appending details from SAS without overwriting existing data. is chosen, SAS will look for an email match in your Freshdesk installation. If there is a match, it won't overwrite data but will add any new details received.

When you are finished, click Save.

Freshdesk Custom Mappings (Optional)

Once the data section is complete, you can map your call data directly to specific Freshdesk fields by adding Custom mappings.

Under the Mappings tab, click Add Mapping.

In the first drop down box, select either Collector or Text.

Collector will allow you to use specific SAS script variables to populate Freshdesk's customer and ticket fields. If you select Collector, the second column will allow you to select a script variable.

Text gives you the option to type your own static data rather than using SAS variables. If you select Text, the second column will be a blank box where you can type specific information.

After you've completed the second column, you will set the Object, Type and Mapping.

The Object drop down gives you two options - Contact and Ticket.

The Type drop down gives you two options - Standard and Custom. Selecting Standard will bring up the default fields, and selecting Custom will bring up any custom Freshdesk fields you created.

The Mapping drop down will display the Standard or Custom fields within your Freshdesk setup.

Repeat the steps 1-3 until you've completed the custom mappings.

If you want to remove any mapping, hover over the section you want removed and click Delete

When you are finished, click Save.

Back on the main Freshdesk page, you can Disable, Edit or Delete your configuration by clicking on the 3-dot icon adjacent to your configuration.

Integrate Freshdesk into Your Script

When all of your integration settings are complete, contact SAS at service@specialtyansweringservice.net to add the integration into the appropriate block in your SAS script, or follow these instructions to integrate the app yourself.

If you've disconnected and reconnected your configuration at any point, you'll need to re-integrate it into your script.