Take a look at our documentation

freshdesk + microsoft dynamics

Install process

In order to have the Dynamics App for Freshdesk working, you need to follow all the install steps for App registration and permissions and the Dynamics Flow connector. Please be sure to read all below instructions:

App registration and Permissions

Part 1: Application registration

Step 1:

Go to your Azure Portal.

If your account gives you access to more than one, click your account in the top right corner, and set your portal session to the desired Azure AD tenant.

Step 2:

In the left navigation panel, click the Azure Active Directory

Step 3:

Click on App registrations, and then click New Application registration

Step 4:

A Create page should appear. You’ll need to enter the application’s information as indicated below:

  • Name: Freshdesk
  • Application type: Select Web app / API
  • Sign-on URL: Add your URL here

Step 5:

Click on Create.You’ll be sent to the application’s main registration page. You’ll note that Azure AD will assign an ApplicationID (Client ID) to your application.

Step 6:

Please copy-paste this Application ID (Client ID). You’ll need it to authenticate the Dynamics 365 CRM app.

Part 2: Create an Application Key

Step 1:

After creating the application, click on Settings.

Step 2:

Select the Keys option.

Step 3:

Create a new key named “Client Secret” and select the Never Expires option.

Step 4:

Upon clicking Save, a “Value” will appear. This will be your “ClientSecret” and you’ll be needing it to authenticate the Dynamics 365 CRM app.

Make sure to Copy this key to a temp location, since after exiting this screen, the key won’t appear. Don’t worry, you can always create a new one.

Part 3: Assign permissions to the application

Step 1:

To add permissions to access resource APIs from your client, go to Settings > Required Permissions and click on Add.

Step 2:

Click Select an API to select the type of resources you want to pick from.

Step 3:

Browse through the list of available APIs, and select Dynamics CRM Online.

Step 4:

You're taken to the Enable Access page. Select all the permissions for the Dynamics CRM application and click on Select.

Step 5:

You’ll be sent to a page where all the API access permissions. Click in Done to finish up the process.

Step 6:

You’ll be prompted with a notification indicating the permissions have been granted successfully.

Step 7:

You’re now ready to set up Dynamics 365 CRM in Freshdesk.

Part 4: Download & Setup Dynamics 365 CRM

Step 1:

If you’ve not installed Dynamics 365 CRM yet, go to your Freshdesk domain and access Admin > Apps. Look for the Dynamics 365 CRM app and click on Install.

Step 2: Authentication

After installing the app, you’ll be sent to a setup page to authenticate your Dynamics account and setup the sync options.

You'll need to insert the information retrieved on past steps:

  • Dynamics Domain
  • Dynamics Account
  • Dynamics Password
  • Application ID (Client ID)
  • Client Secret
  • Freshdesk Domain
  • Freshdesk API Key

NOTE: You can save up to this step and come back later to set up the Accounts and Contacts sync settings.

Step 3: Accounts Sync & Field Mapping

In this step you’ll have two sections:

  • Accounts Sync: You’ll be able to select how you want to sync your Dynamics accounts into Freshdesk. Choose to sync None of them, Sync them all or Sync by filter. To sync by filter you need to generate the XML file in Dynamics, follow these instructions.
  • Field Mapping: You’ll be able to select which fields to bring from Dynamics into Freshdesk accounts fields. Some fields are selected by default and can’t be changed, but you can add more fields to sync into Freshdesk. The fields section is only enabled when choosing Sync all or Sync by filter.

    To add more fields to map, click on the button “Add new field”. You’ll need to select which Dynamics field to map, and a Freshdesk field where the information will be synced.

Step 4: Contacts Sync & Field Mapping

In this step you’ll have two sections:

  • Contacts Sync: You’ll be able to select how you want to sync your Dynamics contacts into Freshdesk. Choose to sync None of them, Sync them all or Sync by filter. To sync by filter you need to generate the XML file in Dynamics, follow these instructions.
  • Field Mapping: You’ll be able to select which fields to bring from Dynamics into Freshdesk contacts fields. Some fields are selected by default and can’t be changed, but you can add more fields to sync into Freshdesk. The fields section is only enabled when choosing Sync all or Sync by filter.

    To add more fields to map, click on the button “Add new field”. You’ll need to select which Dynamics field to map, and a Freshdesk field where the information will be synced.

Step 5:

Click on the Save button.

Dynamics Flow connectors

Part 1: Create a Connector for Contacts

Step 2:

Click on the Settings gear icon and select Custom Connectors.

Step 3:

Click on Create custom connector and select the option Import an OpenAPI file.

Step 5:

You’ll be sent to the connectors file details. There’s no need to change anything, just click on Create connector.

Step 6:

Now go to My flows and select Create from Blank.

Step 7:

Click on Search hundreds of connectors and triggers .

Step 8:

Search for the Dynamics 365 connector.

Step 9:

Now select the option When a record is created or updated.

Step 10:

Select your company in the Organization Name field, and then “Contacts” in the Entity field.

Step 11:

Click on the New step button, and select the “Add New Action” option.

Step 12:

Select the connector you created for Freshdesk App Contacts - Sync Contacts into Freshdesk.

Step 13:

Enter the following fields information:

  • Freshdesk Domain example: https://somedomain.freshdesk.com/
  • Dynamics Domain example: https://somedomain.crm.dynamics.com

Step 14:

Then for the field contactID, select Add Dynamic Content and search for Contact.

Step 15:

Click the Save button to finish up this process.

Part 2: Create a Connector for Accounts

Step 2:

Click on the Settings gear icon and select Custom Connectors.

Step 3:

Click on Create custom connector and select the option Import an OpenAPI file.

Step 5:

You’ll be sent to the connectors file details. There’s no need to change anything, just click on Create connector.

Step 6:

Now go to My flows and select Create from Blank.

Step 7:

Click on Search hundreds of connectors and triggers,

Step 8:

Search for the Dynamics 365 connector.

Step 9:

Now select the option When a record is created or updated.

Step 10:

Select your company in the Organization Name field, and then “Accounts” in the Entity field.

Step 11:

Click on the New step button, and select the “Add New Action” option.

Step 12:

Select the connector you created for Freshdesk App Accounts - Sync Accounts into Freshdesk.

Step 13:

Enter the following fields information:

  • Freshdesk Domain example: https://somedomain.freshdesk.com/
  • Dynamics Domain example: https://somedomain.crm.dynamics.com

Step 14:

Then for the field accountID, select Add Dynamic Content and search for Account.

Step 15:

Click the Save button to finish up this process.

Part 3: Verify that both connectors are activated

Step 1:

Go to My Flows.

Step 2:

Verify both flows are activated.

App’s settings and Sync information process

Part 1: Setting up the Sync options

Step 1:

Go to Admin > Apps, look for the Dynamics 365 CRM app and click the settings button.

Step 2: Authentication

You’ll need to insert the information retrieved on past steps.

  • Dynamics Domain
  • Dynamics Account
  • Dynamics Password
  • Application ID (Client ID)
  • Client Secret
  • Freshdesk Domain
  • Freshdesk API Key

NOTE: You can save up to this step and come back later to set up the Accounts and Contacts sync settings.

Step 3: Accounts Sync & Field Mapping

In this step you’ll have two sections:

  • Accounts Sync: You’ll be able to select how you want to sync your Dynamics accounts into Freshdesk. Choose to sync None of them, Sync them all or Sync by filter. To sync by filter you need to generate the XML file in Dynamics, follow these instructions.
  • Field Mapping: You’ll be able to select which fields to bring from Dynamics into Freshdesk accounts fields. Some fields are selected by default and can’t be changed, but you can add more fields to sync into Freshdesk. The fields section is only enabled when choosing Sync all or Sync by filter.

    To add more fields to map, click on the button “Add new field”. You’ll need to select which Dynamics field to map, and a Freshdesk field where the information will be synced.

Step 4: Contacts Sync & Field Mapping

In this step you’ll have two sections:

  • Contacts Sync: You’ll be able to select how you want to sync your Dynamics contacts into Freshdesk. Choose to sync None of them, Sync them all or Sync by filter. To sync by filter you need to generate the XML file in Dynamics, follow these instructions.
  • Field Mapping: You’ll be able to select which fields to bring from Dynamics into Freshdesk contacts fields. Some fields are selected by default and can’t be changed, but you can add more fields to sync into Freshdesk. The fields section is only enabled when choosing Sync all or Sync by filter.

    To add more fields to map, click on the button “Add new field”. You’ll need to select which Dynamics field to map, and a Freshdesk field where the information will be synced.

Step 5:

Click on the Save button.

Part 2: Generating an XML file for syncing Contacts / Accounts

Step 1:

Go to Dynamics and click on the Filter icon.

Step 2:

A new screen will open with the filtering options.

Step 3:

In the Look for option, Select either Contacts or Accounts to start filtering which type of Contacts/Accounts you’d like to sync into Freshdesk.

Step 4:

Select the criteria with which you’d like to filter your Contacts/ Accounts.

Only those that meet the criteria will be selected for Sync when adding this XML in Freshdesk.

Step 5:

Once you’ve finished entering the filtering criteria, click on Download Fetch XML.

Step 6:

The document will be downloaded to your computer. This XML file will be needed in the final settings steps inside Freshdesk.

Please note that you’ll to repeat this process in order to generate one XML for each one: Contacts and Accounts.

Part 3: Syncing Accounts and Contacts information

Account information Visibility:

The app is shown within the Customer profile, in the right side container. When opening the app this is the information you’ll see:

  • General Info: in this section you’ll be able to see the number of accounts and contacts that have been synced from Dynamics.
    • In case the App hasn’t been set up, then it will display a message telling user that he needs to go to the app’s settings.
    • In case there was an error while setting up the account, it will have an error message asking the user to setup again the account.
  • Account Info: In this section, the Dynamics 365 Account to which the customer belongs, will be displayed there along with the relevant information. This information is set as default, if there’s no value for any field, then it will display it with an “--”.

App Sync:

The app Syncs whenever there’s a new contact or account created in Dynamics or if there’s an update on an existing one. The sync will only happen when it meets the criteria selected in the sync settings.

Account Sync:

With the Sync option enabled, the app will Sync Dynamics 365 Account information into Freshdesk according to the following criteria:

  • If the Company in Freshdesk exists with the same name as in Dynamics 365, it will Sync the Dynamics 365 Account information into Freshdesk company.
  • Example: If there’s a Technology creators, Co. company in Freshdesk it will Sync the information from the Dynamics 365 account into the Freshdesk Company.

  • If the Company in Freshdesk doesn’t exist, it will create a new Company, with the same name as in Dynamics 365 Account.
  • Example: If there’s a Technology creators, Co. account in Dynamics 365 but doesn’t exist in Freshdesk with that exact name, it will create a new Company in Freshdesk and sync all information selected in the app’s sync settings.

Contact Sync:

With the Sync option enabled, the app will Sync Dynamics 365 Contact information into Freshdesk according to the following criteria:

  • If the Contact in Freshdesk exists with the same email address address as in Dynamics 365, it will Sync the Dynamics 365 Contact information into the Freshdesk one.
  • Example: If there’s a Contact in Freshdesk with email address avincent@techcreators.com, it will Sync the information from the Dynamics 365 Contact into the Freshdesk one.

  • If the Contact in Freshdesk doesn’t exist, it will create a new Contact, with the same email address as in Dynamics 365 Contact.
  • Example: If there’s a Contact in Dynamics 365 with email avincent@techcreators.com, but doesn’t exist in Freshdesk with that email address, it will create a new Contact in Freshdesk and sync all information selected in the app’s sync settings.

Contact us

Still can’t find what you were looking for? Contact us.