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Freshservice Salesforce Integration

Connect Freshservice and Salesforce for cross-team collaborations. Share updates between systems in real time. Close the communication gap between the sales team and IT. 

Sync Freshservice tickets (incidents and service requests) with Salesforce entities (cases, accounts, tasks, products, and opportunities). 

Start for free, install Exalate on both tools:

Sync opportunity, case, taks, account, product...

sync owner, status, number, priority...

sync contact details, internal comments...

Sync summary, description, labels...

Sync status, priority, attachments,

Sync phone, notes, custom fields, custom keys...

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Freshservice Salesforce Sync: Uninterrupted Sales Workflows

Stay Updated Without Context Switching

Keep your teams on their preferred systems without any context switching. Bridge the game between teams and companies with a customizable Freshservice to Salesforce integration.

Align your ITSM and sales workflow perfectly with a decentralized integration solution.

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Keep track of ticket updates across both support and sales teams.

Automate the syncing process to save time and keep things running smoothly.

Link multiple Freshservice tickets to a single Salesforce account for better context.

Turn Salesforce cases into Freshservice incidents instantly to address issues faster.

Choose between real-time one-way or two-way syncs to keep both platforms aligned.

Salesforce to Freshservice: Customer Support With Confidence

Map and sync both default and custom fields between Freshservice and Salesforce. Stay in control of what data gets shared, ensuring it fits your exact needs. Protect sensitive customer information and stay compliant as data flows between platforms.

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Freshservice

Tickets

All fields are supported, including:

  • Custom fields
  • Custom keys
  • Summary
  • Description
  • Status
  • Attachment
  • Label
  • Priority
  • Notes
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Salesforce

Case

All fields are supported, including:

  • Custom fields
  • Account Name
  • Asset
  • Business Hours
  • Case Owner
  • Contact Email
  • Escalated
  • Priority
  • Product
  • SLA Violantion
  • Type

Problems

All fields are supported, including:

  • Close Date
  • Contract
  • Delivery/Installation Status
  • Description
  • Lead Source
  • Order Number
  • Opportunity Score
  • Price Book
  • Probability
  • Tracking Number

Change Requests

All fields are supported, incuding:

  • Account Owner
  • Annual Revenue
  • Billing Address
  • Customer Priority
  • Parent Account
  • SIC Code
  • Tradestyle
  • Upsell
  • Year Started

Sync any Salesforce entity

Exalate for Salesforce allows syncing all the available objects and their fields within the Script connection. This page only shows the most popular and widely used objects and their fields.

Check the full list of supported fields for Freshservice and Salesforce

Fast Service Delivery for Happy Customers

Send data and updates in only one direction or back and forth between Freshservice and Salesforce. Start the configuration from either platform and enjoy the same experience across the board.

Use platform-native queries and search syntaxes to set up triggers for real-time syncs and instant updates. Limit the impact of humans in the process to ensure smooth and accurate data flow. 

Cut down the average time to resolution by using bulk syncing for tickets and entities for massive data exchanges. Use Bulk Connect to link existing tickets or fields between Salesforce and Freshservice. Automatically sync entities and tickets with the same trigger using Bulk Exalate. 

Set up advanced workflows syncs with the AI-powered Groovy scripting engine. Maintain consistent formatting for notes, comments, and descriptions. Control your own sync to the last detail and keep your mappings tailored to each unique scenario.

Enhanced Scalability

Broaden the integration scope to accommodate increasing Freshservice ticket and service request volumes and case surges from Salesforce. Grow steadily as more data flows through the synchronization ecosystem. Get started with pre-built connections, then expand your scope to complex workflows with script-based connections.

Top-notch Security

Tighten up security around your Salesforce and Freshservice sync. Trust Exalate’s distributed infrastructure to keep your data safe with our single-tenant architecture and advanced endpoint detection. Keep your instances flexible with loosely coupled systems and airtight security features backed by ISO 27001 certification.

Simple to Advanced Freshservice Salesforce Integration Use Cases

Work with simple integration templates. Or, completely customize your sync. 

Escalate Freshservice Ticket as a ServiceNow Incident

Automatically escalate incidents and requests from Freshservice to ServiceNow for IT specialists when more complex issues arise. Keep teams on both platforms updated so support and IT can collaborate in real time. 

Escalate Freshservice Ticket as a ServiceNow Incident

Automatically escalate incidents and requests from Freshservice to ServiceNow for IT specialists when more complex issues arise. Keep teams on both platforms updated so support and IT can collaborate in real time. 

Sync Ticket Status with Entity State

When the status of a Freshservice ticket changes, it will reflect in the corresponding ServiceNow state. This ensures smooth coordination between support workflows and IT service management by syncing updates and keeping teams in the loop.

Manage and Configure Assets between Freshservice and ServiceNow

Share asset details from ServiceNow’s Configuration Management Database (CMDB) with Freshservice agents. Give the service team more context about the user’s environment to help them diagnose issues faster and more accurately.

Manage Incidents and Problems

Automatically categorize incidents in Freshservice based on ServiceNow data for consistent classification and reporting. Link Freshservice tickets with ServiceNow asset management. Sync problem records between Freshservice and ServiceNow to help IT teams identify and resolve recurring issues.

Manage Service Requests and Changes

Speed up the escalation pipeline by instantly forwarding service requests created by customers in Freshservice to support staff using ServiceNow. Sync change requests between both platforms to streamline ITIL-compliant change management processes.

Map Multiple Related Freshservice Tickets to a Single ServiceNow Incident

Unify incident management across teams by mapping multiple Freshservice tickets to a single ServiceNow incident. Provide additional context for the ITSM team working with the MSP or clients. Get timely updates about the bug or incident on your end.

Configure ITSM Integration Between Teams

Set up an integration between Freshservice and ServiceNow to streamline IT service management workflows. Sync high-priority incidents and service requests automatically, ensuring both teams have access to critical information about issues. Update statuses and resolutions in real-time between teams working on the same project. 

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FAQ

Answers to the most frequently asked questions

Exalate enables users to sync fields from Freshservice tickets (incidents and service requests), including summary, description, status, priority, urgency, attachments, notes, custom fields, custom keys, and more. 

For Salesforce, you can sync default and custom fields, plus any other field available via REST APIs. The most commonly synced entities are cases, accounts, tasks, products, and opportunities. If you don’t see the fields or entities that you need to sync, book a call with our engineers to discuss your use case.

To set up a Freshservice-Salesforce integration, here are the steps to follow: 

  • Install Exalate on both Freshservice and Salesforce. 
  • Then, create a Script Mode connection, allowing administrators to customize the sync fully. 
  • AI Assist can help with the mapping by converting your prompts into actual scripts. 
  • Add triggers to control how the sync works without manual intervention.

Yes, Exalate supports both one-way and two-way syncs in real time. You can configure either one-way or two-way synchronization based on your requirements, giving you flexibility in how data flows between Freshservice and Salesforce. You can also set up multi-directional syncs and migration workflows.

Yes, Exalate can integrate multiple Salesforce organizations with Freshservice. This is the perfect MSP setup for connecting multiple clients or partners. The dedicated teams for each organization manage data flow and sync in their environment while maintaining complete control over mappings, conditions, and data privacy.

Exalate protects the data flowing through your Freshservice to Salesforce integration using security features such as JWT access tokens, role-based access controls, HTTP (HTTPS), TLS 1.2 and 1.3, and multi-factor authentication. It is also ISO27001:2022 certified. You can find out more about it in the Trust Center.