Freshdesk Integration

About Freshdesk

Freshdesk is a leading online helpdesk software trusted by over 50k clients worldwide. It allows multiple channel customer service to support customers across email, phone, chat, web, Twitter and more.

FieldPro <> Freshdesk

Customer support can't fall through the cracks. Together, FieldPro and Freshdesk can keep you and your team on top of customers' concerns. Automatically generate Freshdesk tickets when customers fill out forms on FieldPro, and be sure your team is acting on Freshdesk tickets by creating notifications and organizing approval/support flows and tasks.
FieldPro is an official Freshdesk Partner.

Freshdesk integration details

You can connect FieldPro and Freshdesk within a minute.

Two ways to connect:

Plug Freshdesk to an activity

++ the data is sent to freshdesk as soon as it reaches our backend
-- formatting is not possible, hence ticket structure will be very simple

Plug Freshdesk to a Transfo table:

++ it is possible to format / structure the ticket with much more information
-- the ticket is sent once the transfo table refreshes (minimum 6min delay)

Use Cases

We are currently using Freshdesk for 3 main use cases:
Reporting issues and Tracking their quick resolutions
Receiving complex orders that ultimately need to be input into an ERP or billing software

1. Register and track complex Orders (Sales Rep > Finance > Production > Shipping)

the case of a Paint Manufacturer in East-Africa

We help a Paint manufacturing company operating in East Africa to capture complex orders (more than 10k SKUs) and ensure their proper delivery in record time.

These orders used to be reported via phone call, email, SMS or WhatsApp to back-office agents by field sales reps employed by the manufacturer. The orders were then manually inputed in their ERP system.

Lots of orders were lost in translation or delayed as no global overview of where the orders are standing was possible.

Leveraging FieldPro and Freshdesk we were able to set-up an efficient channel to report and track any orders coming from the field. We helped our client to divide by 10 the number of orders that get “lost” and to gain 30% efficiency/speed into delivering their customers resulting in a higher customer satisfaction.

The flow:
Sales Reps can visualise on FieldPro the customer details, sales KPIs (strike rate, avg. drop size, total sales value, SKUs sales values, etc.) as well as account status (on hold, debt balance, debt aging, etc.)
Having in mind all the customers main info they can conduct an inform visit and register orders
In the order form they can capture open text, pictures or upload files. This has been decided due to the complexity of the SKUs list. Doing so the customer are able to wite on a paper what they want and the Sales Rep can use the most adequate methode to report the order.
The order is then sent to FieldPro back-end where it is formated and sent to Freshdesk.
Fields used are:
(i). Type –> Based on the type of order it is assigned to a specific category
(ii). Freshdesk Officer --> Based on the order type and sales rep reporting the order it is assigned to a specific back-officer**
(iii). Subject
(iv). Order Description i.e.
-Customer details
-Customer financial status (Debt level, Debt Aging, Account status, etc.)
- Order details i.e.
-Visualize order text
-Links to pictures
-Links to uploaded files

Once the ticket is created the back-office officers are able to assign it to finance or any other department if some special info/approval is needed or to ask the sales rep for more info. All the info is stored in the same ticket for quick review, tracking and accountability purpose.

Once the ticket is fully approved, the order is entered into the ERP system, the ERP order number is added to the ticket and the ticket is closed on the Freshdesk side.

2. Reporting issues and tracking their quick resolutions

We help a Paint manufacturing company operating in East Africa to report client issues and quickly close them

Our client sales reps are visiting 15 clients per day and before when the client was facing an issue, the client or the rep was trying to get help from the relevant department but often inefficiencies or information loss was leading to client dissatisfaction.

Today we have built FieldPro flows for each type of issue which are then fed to Freshdesk for efficient tracking and closing. Issues we track are for example:
Product related
Package related
Service related
Account related
Etc.

The flow:
The reps have the choice between various type of issues
When they select an issue the information needed for back-office to quickly solve the issue are requested
The reps inputs all the info needed and submit
Data is received in FielPro backend
A ticket is automatically created in Freshdesk and assigned to the right department
Fields used are:
Type –> Based on the type of issue it is assigned to a specific category
Freshdesk Officer --> Based on the order type and the sales rep reporting the order it is assigned to a specific back-officer
Subject → Easy title to identify the issue
Issue Description
-Customer details (ERP ID, name, phone, email, etc.)
-Customer financial status (Debt level, Debt Aging, Account status, etc.)
-Issue details as formated in the mobile flow

3. Register Distributors' order

We help a Dairy manufacturer to better handle the relationship with its key distributors.

The distributors used to call the manufacturer back-office several time a week to place orders to be delivered the following day. In order to bring more efficiency and better ressource planning our client opted for FieldPro + Freshdesk.

Now the distributors have access to a workflow where they can a week before place their orders for the following week.


The flow:
Distributors access an order workflow
They select the week they want to order for


They input the quantites for each SKUs they would like to receive for each day of the week





The order is then sent to FieldPro back-end where it is formatted and sent to Freshdesk where a ticket is created for each order for each day



Fields used are:
Type –> Based on the type of order it is assigned to a specific category
Subject → Easy title to identify the order
Order Description
-Customer details (ERP ID, name, phone, email, etc.)
-Order details
-Table to view the: SKU ID, SKU name, Quantity
-Expected delivery date

* Once the ticket is created the back-office officers are able to assign it to finance or any other department if some special info/approval is needed or to ask the sales rep for more info. All the info is stored in the same ticket for quick review, tracking and accountability purpose.

* Once the ticket is fully approved, the order is entered into the ERP system and the ticket is closed on Freshdesk side.

Updated on: 26/04/2024