Freshworks provides a unified, AI-powered platform with Freshdesk, designed to streamline IT services and customer support. Freshdesk Salesforce Application allows users to smoothly sync support tickets with Salesforce, allowing faster resolutions and ticket management. Freshdesk enhances productivity and customer satisfaction with AI-driven automation and intuitive tools.

Our contribution

DianApps Contribution in Building the Freshworks Platform

DianApps has played an important role in rebuilding the Freshdesk Salesforce Application with the help of Lightning Web Components (LWC). The team at DianApps worked to enhance the app’s functionality while ensuring a smooth transition for existing users without disrupting their experiences. The Expert Salesforce team at DianApps dedicatedly analyzed the previous Salesforce connector app to understand its syncing process with Freshdesk. We started with the fresh development process, after documenting all the challenges encountered by the team. By focusing on user-friendly design, two-way syncing, and seamless automation, we built a more efficient and scalable Salesforce connector app. This improved ticket management boosted agent productivity and enhanced the overall customer support experience.

Solving the Challenges

Before

Earlier Freshworks Salesforce app was built using outdated components, making it difficult to enhance and scale.

Freshworks was facing a lack of features challenge but wanted to keep all the existing features while redeveloping to prevent disruptions for current users.

The inconsistent syncing process between Salesforce and Freshdesk leads to data mismatches.

A major challenge for our developers was to deploy a new app without affecting the production environment.

After

DianApps has helped Freshworks develop a Salesforce platform using Lightning Web Components (LWC). It is used for modern user experience, scalability, and better performance.

Before redesigning a Salesforce platform, our team conducted a detailed analysis of the existing software to validate it with the Freshworks team before development.

To ensure seamless data exchange between the two platforms, our team has implemented a real-time two-way syncing process.

To overcome this challenge, our team developed a strategic deployment plan, tested it thoroughly in a sandbox environment, and ensured a smooth transition without downtime.

Result

While redesigning the Freshdesk Salesforce platform, DianApps has developed a scalable, user-friendly, and efficient platform. The team at DianApps has enhanced support for ticket management and ensured seamless data flow between Freshdesk and Salesforce by integrating Lightning Web Components (LWC) and real-time two-way syncing. With these enhancements provided by DianApps, Freshdesk can now manage tickets faster, collaborate better, and automate repetitive tasks with AI-powered features. The rebuilt Salesforce platform ensures the delivery of a smoother, more reliable customer support experience, empowering businesses to provide effective and quick services.