Freshdesk Salesforce Integration

Exalate is a flexible two-way sync platform that connects Freshdesk and Salesforce bidirectionally. It allows support and sales teams to share tickets, cases, contacts, and custom fields in real time while each team stays in their preferred tool. Unlike template-based solutions, Exalate uses a Groovy-based scripting engine that handles complex workflows such as conditional mappings, field transformations, and cross-company collaborations. You can start a 30-day free trial to test the integration with your specific use case.

You can sync Freshdesk ticket fields, including summary, description, status, priority, attachments, labels, notes, custom fields, and custom keys. On the Salesforce side, you can sync any object and its fields, such as Cases, Accounts, Opportunities, Contacts, Products, and Tasks. Custom objects and fields are also supported. If you need to sync entities not listed here, contact our team to discuss your requirements.

Setting up the integration involves four main steps. First, register your account at exalate.app. Second, connect your Freshdesk and Salesforce instances by entering each system’s URL. Third, configure your sync rules to define which fields to share and in which direction. Fourth, set up triggers using native query languages to automate when syncing occurs. Aida, the AI assistant, can help generate scripts based on plain language descriptions of what you want to sync. The entire setup typically takes 15 to 30 minutes for standard configurations.

Yes, Exalate provides real-time bidirectional synchronization. When a ticket is created or updated in Freshdesk, the corresponding Salesforce record reflects those changes within seconds. The same applies in reverse. Exalate uses transactional queues that track sync events in order, ensuring data consistency even during temporary network issues. If a connection drops, the system automatically resumes from the point of interruption once connectivity is restored.

Exalate uses outcome-based pricing, where you pay based on active items currently in sync rather than user counts or total transactions. Plans include Starter, Scale, Pro, and Enterprise tiers, each designed for different complexity levels and sync volumes. You can estimate costs using the pricing calculator or view detailed plan information on the pricing page. All paid plans include a 30-day free trial with full functionality.

Freshdesk’s native connector primarily displays Salesforce data within Freshdesk and offers limited sync capabilities for contacts and accounts. Exalate provides full bidirectional synchronization of tickets, cases, and any Salesforce object with custom field mappings. It supports advanced use cases like cross-company integrations where each organization controls its own sync rules. Native connectors work for basic visibility, but Exalate handles complex scenarios such as conditional logic, status mapping between incompatible values, and multi-platform setups.

Yes, Exalate supports multi-instance and multi-platform configurations. You can connect multiple Freshdesk accounts to multiple Salesforce orgs, or extend your integration network to include other tools like Jira, Azure DevOps, Zendesk, ServiceNow, and GitHub. Each connection can have its own sync rules, triggers, and field mappings. This makes Exalate suitable for MSP environments and organizations collaborating with external partners. Visit the integrations page for the full list of supported platforms.

Yes, Exalate is built with enterprise-grade security. It uses single-tenant cloud infrastructure where your data is isolated from other customers. Security features include JWT-based authentication, TLS 1.2 and 1.3 encryption, role-based access controls, and OAuth/PAT authentication options. Exalate is ISO 27001:2022 certified and maintains detailed audit trails for compliance. You can review our security documentation and certifications at the Trust Center.

Exalate’s scripting engine handles field transformations automatically. For example, Freshdesk ticket statuses like “Open” and “Pending” can be mapped to corresponding Salesforce Case statuses like “New” and “Working.” You write simple mapping rules in the sync scripts, or ask Aida to generate them for you. Custom fields, picklist values, and even calculated fields can be transformed during sync to match each system’s requirements.

Common use cases include escalating Salesforce cases to Freshdesk tickets for support handling, syncing customer context from Salesforce to help agents provide informed support, creating sales opportunities from support tickets tagged as upsell candidates, and consolidating multiple Freshdesk tickets into a single Salesforce case for account management. Organizations also use the integration to automate feedback loops by sending customer satisfaction scores from Freshdesk to Salesforce for sales strategy refinement.