Freshservice Salesforce Integration

Exalate is a script-based integration platform that creates real-time, two-way sync between Freshservice and Salesforce. It connects your IT service desk with your CRM to share tickets, cases, contacts, and custom fields automatically. Unlike template-based tools, Exalate uses Groovy scripting to handle complex field mappings, conditional logic, and cross-company collaborations. Both teams maintain independent control over what data they share. Start a 30-day free trial to test your specific use case.

Exalate syncs all standard and custom fields from Freshservice tickets (incidents and service requests), including summary, description, status, priority, urgency, attachments, notes, custom fields, and custom keys. For Salesforce, you can sync cases, accounts, tasks, products, opportunities, contacts, and any field available via the REST API. The most common setup syncs Freshservice incidents with Salesforce cases. If you need to sync specific entities not listed here, book a call with our engineers to discuss your requirements.

To integrate Freshservice with Salesforce using Exalate, follow these steps: Register your account at exalate.app, then connect both Freshservice and Salesforce instances by adding each system’s URL. Configure your sync rules using scripting, which gives you full control over field mappings. Aida, the AI assistant, can help convert your requirements into working scripts. Finally, set up triggers to automate synchronization based on JQL or custom conditions. The entire setup typically takes 30-60 minutes for standard configurations.

Yes, Exalate supports one-way, two-way, and multi-directional syncs in real time. Configure data to flow from Freshservice to Salesforce only, Salesforce to Freshservice only, or bidirectionally based on your workflow needs. You can also set up migration workflows for bulk data transfers. Changes sync within seconds of occurring, and TestRun lets you preview sync results before going live. This flexibility means sales and IT teams stay aligned without manual data entry.

Yes, Exalate integrates multiple Salesforce organizations with a single Freshservice instance. This setup works well for MSPs managing different client environments or enterprises with separate Salesforce orgs across business units. Each organization maintains independent control over its sync rules, field mappings, and data privacy settings from a unified management console. You can monitor all connections from one place while keeping configurations separate for each client or department.

Exalate protects your integration data using JWT access tokens, role-based access controls, HTTPS with TLS 1.2 and 1.3, and multi-factor authentication. The platform is ISO 27001:2022 certified with single-tenant architecture, meaning your data is completely isolated from other customers. Each side of the integration maintains autonomous control over what information to share. Visit the Trust Center for detailed security documentation and compliance certifications.

Exalate uses outcome-based pricing where you pay for active items currently in sync, not per user or API call. Each Freshservice-Salesforce connection counts as one integration. Use the pricing calculator to estimate costs for your volume, or view full pricing details.

Freshservice’s native integration only pulls CRM details into tickets for context; it doesn’t sync data bidirectionally or create records across systems. Exalate offers full two-way sync with custom field mapping, automated triggers, and script-based logic for complex workflows. Native integration requires Salesforce Enterprise edition and provides read-only views. Exalate works with any Salesforce edition and enables real-time bidirectional updates between tickets and cases, plus support for cross-company integrations where each organization controls its own sync rules.

Yes, Exalate offers a 30-day free trial with full access to all features, including access to the full scripting engine, Aida AI assistance, and all supported connectors. During the trial, you can set up real connections between Freshservice and Salesforce, test sync configurations with Test Run (which previews results without creating actual records), and validate your use case with production-like scenarios. No credit card required to start. Need help? Our team can assist with setup during the trial period.

Managed Service Providers use Exalate to connect their Freshservice instance with multiple client Salesforce organizations while maintaining complete data separation. Each client manages their own sync rules and decides what information to share. When a client creates a case in Salesforce, it can automatically generate a Freshservice ticket for the MSP’s team. Status updates flow back to clients in real time. This eliminates manual ticket creation and keeps clients informed without granting direct access to your service desk.