With the Freshdesk - SugarCRM integration, your contacts, accounts, support tickets, replies, and notes move between your helpdesk and your CRM seamlessly. Freshdesk is the perfect tool for your customer support, SugarCRM is great for your sales team, and this integration allows both teams to use what is best for them. How it works: Freshdesk Ticket to Sugar Case * Whenever a ticket is created on Freshdesk it generates a case on SugarCRM. * All Case details eg: subject, description, priority, type, status and product info is sent to sugar. * Any attachments on a ticket are sent as attachment links on case description. Freshdesk Ticket Contact and Account to Sugar Contact Ticket and Account * When a ticket is created, the integration checks the email address of the user who registered the ticket and if that contact doesn't exist, we create a new one. * If the Freshdesk Contact has an account, that account is created on Sugar. Freshdesk Ticket Replies to Sugar Case * When a ticket is responded with either the reply or note on Freshdesk, it creates a Note on Sugar and also relates it to proper Case. * Any attachments on reply are send as attachment links on note description. Sugar Note to Freshdesk Reply * If a note is created either from cases subpanel or from notes module in Sugar, it will create a reply on Freshdesk. * Also posts the attachments from notes to Freshdesk Reply of that respective Ticket. This integration ensures that both, your support and sales teams have a 360 view of all your customers.