Integrate CRM and Helpdesk
Connect support and sales
Integrating CRM and helpdesk gives sales and support the full customer picture. See open tickets before a sales call, identify unhappy customers, and turn support load into upsell opportunities.
Problems without integration
Flying blind on support
Sales calls a customer who currently has a critical support ticket open. Embarrassing.
No customer picture
Support agents do not know how important a customer is, so everyone is treated the same.
Separate systems
Customer communication is split across two systems. Nobody has the full picture.
No correlation
The link between support load and churn, and any upsell potential, cannot be analyzed.
Integration options
Native integration
HubSpot Service Hub, Zoho Desk: CRM and helpdesk in one.
Connectors
Zendesk + HubSpot, Freshdesk + Zoho, Intercom + Pipedrive. Ready-made apps.
Middleware
Zapier or Make connect any helpdesk system with any CRM.
API integration
For complex requirements: a custom integration via the APIs of both systems.
Typical use cases
Tickets in the CRM
Open and closed support tickets are visible directly on the CRM contact.
Customer value in the helpdesk
The support agent sees: VIP customer, $50k annual revenue, renewal in two months.
CSAT score in the CRM
Customer satisfaction from support surveys flows into the CRM for account scoring.
Upsell detection
Frequent feature requests? Automatically logged as an upsell opportunity in the CRM.
Escalation workflow
Critical ticket on a key account? The account manager is notified automatically.
Best practices
Contact matching
Use the email address as the shared key. Check the company assignment as well.
Do not sync everything
Not every ticket belongs in the CRM. Set up filters for the relevant categories.
Priority rules
Prioritize high value customers automatically based on CRM data.
Feedback loop
Pass support insights on to product and sales systematically.
Recommended tools & software
Connect helpdesk and CRM?
We help with the integration for better customer service and sales.
