Freshdesk Salesforce Integration

Exalate syncs Freshdesk ticket fields, including summary, description, attachments, labels, notes, priorities, statuses, and custom fields with Salesforce objects. You can connect tickets to Cases, Accounts, Opportunities, Contacts, Products, and Tasks, including custom fields from any Salesforce object. The Groovy-based scripting engine lets you map any field available through REST APIs, while Aida helps generate sync rules automatically. Contact us if you need to sync specific fields not listed here.

Setting up takes four steps: Register your account at exalate.app and create a connection between Freshdesk and Salesforce. Configure your sync rule, use Aida to generate scripts automatically, or write custom Groovy logic. Set up triggers to automate when data syncs. The entire setup typically takes under 30 minutes for basic connections. Start your free 30-day trial to test before committing.

Exalate uses outcome-based pricing, so you pay based on active items currently in sync, not per user or API call. Each integration (like Freshdesk to Salesforce) requires its own plan. Self-serve plans start at $85/month. For larger volumes or enterprise features like priority support and sandbox environments, contact sales for custom pricing. Use the pricing calculator to estimate costs for your specific use case.

Yes. Exalate uses single-tenant cloud architecture, meaning your data is completely isolated from other customers. Security features include JWT-based authentication, role-based access controls, TLS 1.2/1.3 encryption, and HTTPS protocols. Exalate is ISO 27001:2022 certified and compliant with GDPR requirements. Each admin controls their own side of the integration independently, so sensitive data never leaves your environment without explicit sync rules. Visit the Trust Center for detailed security documentation.

Yes, Exalate supports multi-node setups where you can connect multiple Freshdesk instances to multiple Salesforce orgs. Each connection is managed independently from a unified console, giving you visibility across your entire integration network. This works well for enterprises with regional instances or MSPs managing multiple client environments. Exalate also integrates with other platforms, including Jira, Azure DevOps, ServiceNow, Zendesk, and GitHub. See all supported integrations.

The native Freshdesk Salesforce Connector syncs contact and account data with limited field mapping and scheduled intervals (minimum 30 minutes). Exalate provides real-time bidirectional sync of tickets, cases, and any custom objects with full scripting control. Key differences: Exalate supports custom field mapping, conditional logic via triggers, and cross-company collaboration where each party controls its own sync rules. Choose native integration for basic contact visibility; choose Exalate when you need automated ticket-to-case workflows, custom business logic, or multi-platform connectivity.

Yes. Create a trigger in Exalate using Freshdesk’s filter query syntax to automatically sync tickets matching specific conditions, such as priority, status, or custom field values, to Salesforce Cases. When a ticket meets your trigger criteria, Exalate creates or updates the corresponding Case in real-time. Use Aida to generate the sync scripts, then configure field mappings for summary, description, status, priority, attachments, and comments. Updates flow bidirectionally, so changes on either side stay synchronized.

Yes, Exalate supports both sync directions. Configure one-way sync to push Freshdesk tickets into Salesforce without sending updates back, ideal for reporting or archival. Two-way sync keeps both systems updated in real-time, and changes to tickets in Freshdesk reflect in Salesforce Cases and vice versa. Each side independently controls what data they share through separate incoming and outgoing sync rules, giving both teams autonomy over their integration without affecting the other side.

Use Exalate’s sync rules to create status mappings between the two systems. Since Freshdesk and Salesforce use different status values (like “Open” vs “New”), you’ll write conditional logic in the outgoing and incoming sync rules. For example, map Freshdesk “Pending” to Salesforce “On Hold” and “Resolved” to “Closed.” Aida can generate these mappings automatically based on your requirements—just describe your workflow, and Aida produces the Groovy scripts.

Exalate uses asynchronous transactional queues on both sides to handle downtime gracefully. When either system becomes unavailable, sync events queue in order of initiation. Once connectivity is restored, Exalate’s built-in retry mechanism resumes sync from the exact point of interruption, no manual intervention required. Changes apply in the correct sequence, ensuring data consistency even after extended outages. The sync queue provides visibility into pending and processed messages during bulk operations.