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freshdesk + microsoft dynamics

Install process

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:

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

Step 6:

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

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 click on Save, a “Value” will appear. This will be your “ClientSecret” and you’ll be needing it to authenticate the Dynamics 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 succesfully.

Step 7:

You’re now ready to set up the Dynamics app in Freshdesk.

Part 4: Download & Setup the Dynamics app

Step 1:

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

Step 2:

After installing the app, you’ll be sent to a setup page to authenticate your Dynamics account and you’ll need to insert the information retrieved on past steps.

  • Dynamics Domain
  • Dynamics Username
  • Dynamics Password
  • Application ID (Client ID)
  • Client Secret

Step 3:

You’ll be ready to start using the app. Access the Contacts tab and select a contact to start setting up the app’s sync.

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.

Sync and app settings process

Part 1: 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 2: Setting up the Dynamics App

Step 1:

Access your Freshdesk account, go to Customers, and select one customer.

Step 2:

On the right side, go to the Dynamics App and Click on the Settings icon.

Step 3:

You’ll be prompted with a modal to select Field Visibility and Field Mapping.

Field Visibility

Step 1:

Select the fields you want to be displayed in the app for the Account information brought from Dynamics CRM.

Step 2:

Click on Save to save the changes on the configuration of the app. Now you’ll be able to see Dynamics CRM Accounts information in Freshdesk.

Field Mapping

Step 1:

Select to Sync Contacts and/or Accounts by enabling it on the Field Mapping tab. You’ll be allowing for these to Sync the information selected from Dynamics CRM to Freshdesk.

Step 2:

Select if you want to sync all Contacts/Accounts or you’d like to select to import by filter.

Step 3:

Select Choose file to import the XML files generated before for Contact or Accounts sync.

Step 4:

Choose which fields to Sync from Dynamics CRM to Freshdesk.

Step 5:

Click on Save to save the changes made to the configuration. Now all Contacts/Accounts that meet the criteria will be synced into Freshdesk.

Step 6:

Choose which fields to Sync from Dynamics CRM to Freshdesk.

Step 7:

Click on Save to save the changes made to the configuration. Now all Contacts/Accounts that meet the criteria will be synced into Freshdesk.

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