# Freshdesk

## Overview

* **Categories**: *coming soon*
* **Use Cases**: [Master Data](https://connect-docs-uk.locoia.com/use-cases/stammdaten), Tickets
* **API Dokumentation**: [Link](https://developers.freshdesk.com/api/)

## Description

Freshdesk is a cloud-based helpdesk system that offers solutions for customer service.

## Use Cases

### 1. Master data

#### Overview

* [General Information](https://connect-docs-uk.locoia.com/use-cases/stammdaten)
* All new and updated contacts are synchronized from Freshdesk to QL

#### Entities

| ERP     | Freshdesk |
| ------- | --------- |
| Clients | Contacts  |

#### Field mapping

**Clients (ERP) - Contacts (Freshdesk)**

| ERP           | Freshdesk          |
| ------------- | ------------------ |
| No            | Unique External ID |
| Ext Client ID | ID                 |
| Email         | Email              |
| Forename      | First name         |
| Surename      | Last name          |
| Tel No 1      | Mobile             |
| Tel No 2      | Phone              |

### 2. Tickets

#### Overview

* All new and updated tickets are synchronized from Freshdesk to QL

#### Entities

| ERP      | Freshdesk |
| -------- | --------- |
| Contacts | Tickets   |

#### Field mapping

**Contacts (ERP) - Tickets (Freshdesk)**

| ERP              | Freshdesk                           |
| ---------------- | ----------------------------------- |
| No               | QL Contact Number (custom field)    |
| Client ID        | Contact - Unique External ID        |
| Brief Desc       | Subject                             |
| Full Desc        | Description                         |
| Class Level 1    | *Based on custom categories field*  |
| Class Level X... | *Based on custom categories fields* |