/ Best Practices

Your Definitive Checklist to Setting up a Perfect & Predictable CRM-to-Helpdesk Integration

If you’re new to setting up a CRM and helpdesk integration, we’re here to help you make sure you have all your “boxes checked”.

  • Check your access to data. Ensure you have admin permissions in both systems to access the data needed or enlist the help of someone who does.
  • Define it. Know exactly what data you need to sync. It’s not just connecting both databases and syncing everything. The integration should start with a measured and thoughtful outlining of specific data that will help both sales & support teams do their jobs better. Do you want all new contacts from your helpdesk synced to your CRM as leads? Would your sales team benefit from seeing support ticket history on their contact’s activity history/timelines? You may want to start by reading this post here which explains what you may want to integrate and the goals they help achieve.
  • Time it. Decide what frequency you need the data to sync. Is it daily at 9a when your teams open up their database each morning? Is it weekly, on a Friday night after everyone is done for the day? Or is it real-time, as data is entered into one database it automatically shows up in the other?
  • Build it. This means choosing between: your tools’ native integration options (if they provide it), carving out the developer resources from your company to build this from scratch, or a 3rd party tool which already has the connections built to the tools you need.
  • Test it. After a “trial period”, check that you’ve accomplished what you set out to. Perhaps you need to add 1 or more additional pieces of data to share - or, maybe you need to reduce the amount of data being shared. Take time to thoughtfully review the integration as a whole to ensure it’s helping you achieve the specific goal or task you set out to. If not, an integration can easily add mess or confusion into your database, and it's better to start from scratch to get it right.
  • Monitor it. Setup a system and point-person for addressing issues, like validation errors or system crashes. For example, you may wish to send automated notifications via email or Slack chat for issues that need handling. This way, you’ll ensure long-term ownership and integrity of your integration, so that it continues to run smoothly.

If you are not sure where to start with step 1 (deciding the tool), you can check out Import2 Wizard, which connects to any CRM & helpdesk tools you might use, and guides you through the easy setup of integrating the specific data you need.

Your Definitive Checklist to Setting up a Perfect & Predictable CRM-to-Helpdesk Integration
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