Once you enable the add-on, a Freshdesk ticket will appear on Suite CRM as a Case, a Freshdesk contact will be Contact, a Freshdesk customer will be an Account & a Freshdesk reply will be Note. The Benefits / Key Features of the Freshdesk - suite CRM integration. Enable you to effectively control your Freshdesk data across SuiteCRM. The tickets are generated in Freshdesk, will create a Case in CRM. Sync Ticket Fields like status,state,priority,description,attachment,replies. Sync Contact Fields like name,address,email,title,mobile,description,twitter etc. All the replies will be generated as Note record in CRM. A complete relationship between Account-Contact-Case-Note. Can sync custom fields also. Case details in CRM Below is the screenshot of a case record created in SuiteCRM. A ticket generated in your Freshdesk portal. Now a case, account, contact also gets create in SuiteCRM and will relate to Contact and Account. It will sync ticket fields like status,state,priority,description,attachment,replies. We can see Freshdesk ID and Contact in the Freshdesk Info panel.