The Freshservice-Salesforce integration enables agents to view the CRM details for the requester every time a ticket comes to the service desk from Salesforce. This helps the team prioritize tickets based on the criticality of the lead.
Freshservice supports only the enterprise edition of Salesforce. The professional edition doesn't have the required feature (Classes/TicketDetailsControllers.cls) so it won't be able to use this app. You need to upgrade to the enterprise edition to use Freshservice in Salesforce.
Guide to bringing Salesforce information into Freshservice:
- Login to your Freshservice account as an administrator.
- Go to Admin > Service Desk Productivity > Integrations.
- Locate the Salesforce Integration from the list and toggle the switch to enable the integration.
- You will be asked to enter your Salesforce credentials.
- Under Salesforce Settings, you can choose the Contact, Lead, and Account Fields that you would like to import from Salesforce.
- Once done, click on Update.
- Now whenever a customer raises a ticket as a lead/contact in Salesforce, the corresponding fields can be seen in their tickets.
Uninstalling the old version of the Freshservice app
The version of the Freshservice app inside Salesforce has been discontinued. If you want to remove it from your Salesforce account, here's how to remove it:
- Go to Build > Customize > Contacts > Page Layouts.
- Click Edit next to the layout in which you had included the Freshservice Tickets section.
- Click on the Remove button in the Leads Freshservice section and then on the Freshservice Tickets section.
- Save this layout. Follow the same steps to remove the Freshservice section from Contacts and Accounts too.
- Then go to Setup > Build > Installed Packages, locate Freshservice and click Uninstall.
- You can choose to save the Package data for 48 hours.
- Click on the "Yes, I want to uninstall.." checkbox and hit the Uninstall button.
Now your Freshservice app for Salesforce will be removed.
