How teams connect Freshservice and Salesforce
Pick the setup closest to yours. Each one works with any native or custom Salesforce object.
-
Tickets
Items sync both ways between Freshservice and Salesforce
Cases
Show customer-impacting incidents to account teams
When a ticket is found in Freshservice, create a matching case in Salesforce and keep them in sync.
Status, priority and comments from the Freshservice ticket update the Salesforce case, so account teams keep the customer posted while IT works the incident.
-
Service requests
Items sync both ways between Freshservice and Salesforce
Cases
Log customer service requests on the account
When a service request is found in Freshservice, create a matching case in Salesforce and keep them in sync.
The service request's status and description land on the Salesforce case, so account teams see what each customer asked IT for and where it stands.
-
Tickets
Items sync both ways between Freshservice and Salesforce
Tasks
Give account owners a follow-up for known problems
When a ticket is found in Freshservice, create a matching task in Salesforce and keep them in sync.
Status and IT's comments on the Freshservice ticket reach the account owner's Salesforce task, so they know which customers to call once the problem is fixed.
Trusted by Fortune 500 companies and global brands
Everything Unito syncs between Freshservice and Salesforce
Choose which tool creates new items and which way each field syncs, so Freshservice tickets can create Salesforce cases while status, priority and comments update both ways. Set rules on field values to decide which tickets and cases sync.
Freshservice
Supported object types
- Tickets
- Service requests
Also syncs
- Comments
- Attachments
- Rich text
Supported fields
Two-way
- Subject
- Description
- Status
- Priority
- Agent
- Tags
- Agent group
- CC emails
- Due by
- First response due by
- Is escalated
- Reply CC emails
- Requested for
- Requester
- Resolution notes
- Spam
- To emails
- Workspace
Salesforce
Supported object types
- Tasks
- Cases
- Contacts
- Accounts
- Leads
- Opportunities
- + All native & custom objects
Also syncs
- Comments
- Attachments
- Subtasks
- Hierarchies
- Rich text
Supported fields
Two-way
- Subject
- Status
- Priority
- Due date
- Attachments
- Comment
One-way (read only)
- Account
- Related to
- Is closed
- Contact/lead
- Last modified date
- Created
- URL
Two-way
- Subject
- Description
- Status
- Priority
- Case type
- Attachments
- Company
- Contact
- Country
- Asset
- Case origin
- Case reason
- Case source
- Internal comments
- Parent case
- Product
One-way (read only)
- Account
- Last modified by
- Case number
- Closed
- Closed date
- Contact email
- Fax
- Mobile
- Created by
- Created date
- Last modified date
Two-way
- Title
- First name
- Last name
- Assistant name
- Description
- Owner
- Attachments
- Lead source
- Campaign
- Phone
- Salutation
- Assistant phone
- Birthdate
- Business fax
- Business phone
- Department
- Home phone
- Mailing city
- Mailing country
- Mailing state/province
- Mailing street
- Mailing zip/postal code
- Mobile phone
- Other country
- Other phone
- Other postal code
- Other state
- Other street
- Related account
One-way (read only)
- Account
- Related to
- Creation date
- Update date
- Created
- Contact ID
Two-way
- Title
- First name
- Last name
- Description
- Status
- Lead source
- Company
- Country
- Phone
- Salutation
- Annual revenue
- City
- Email bounced date
- Email bounced reason
- Employees
- Industry
- Rating
- State/Province
- Street
- Website
- Zip/Postal code
One-way (read only)
- Full name
- Converted
- Converted date
- Created date
- Last activity
- Last modified date
- Lead ID
Two-way
- Name
- Description
- Stage
- Owner
- Close date
- Type
- Amount
- Forecast category
- Attachments
- Lead source
- Campaign
- Contact
- Currency
- Next step
- Probability
- Total opportunity quantity
One-way (read only)
- Account
- Related to
- Expected amount
- Is closed
- Last modified by
- Last modified date
- URL
Real-time data sync with full control, no coding required
Enterprise-grade sync without the enterprise-grade complexity
Enterprise integration tools handle service-to-account workflows at scale, but they demand certification, scripting, and multi-week rollouts. Unito handles the same workflows between Freshservice and Salesforce with rules anyone on the team can configure.
Abstracted complexity
Lower total cost of ownership
Scalability and resilience
Enterprise-grade control and reliability
Unito is designed to meet the highest standards of security and performance.
SOC 2 Type 2 certified
GDPR and CCPA compliant
- SSO
- Secure from end to end
- Access controls and flow permissions
- Centralized monitoring tools
- No data stored by Unito
See how teams succeed with Unito
-
"Unito’s flexibility and support were critical. They didn’t just provide a tool; they became a partner in solving our workflow challenges."
$595k
saved annually
21k
tasks synced monthly
7.9k
hours saved annually
-
"Absolutely love the two-way sync. It allows our pipeline to run seamlessly from Sales to Engineering, while ensuring everyone is on the same page in Salesforce and Jira."
$312k
saved annually
2600
hours saved
-
"Unito grants more visibility to executives and projects managers. Syncing Jira and Wrike provided more clarity in our reporting and enables collaboration between teams."
$291k
saved annually
3328
hours saved
-
"We saved more than 40 hours a week after syncing Asana and Jira through Unito. Our engagement with the C-suite was far, far better than expected. "
$218k
saved annually
2236
hours saved
-
"Unito isn’t just a nice-to-have—it’s a necessity once you realize how much time and effort it saves."
8.5
weeks IT time saved/year
30-40
ServiceNow licenses saved
9.79x
ROI
-
"Unito allows us to use the right project management and development tools so our teams can do their work without changing how they work."
$98k
saved annually
1040
hours saved
See how you can sync Freshservice and Salesforce with Unito
Book time with an integration expert who can help solve your specific workflow integration challenges.
What to expect
- A 15-30 min call to assess your workflow and integration needs
- A solutions overview of Unito’s sync platform
- Hands-on help to get started and support your evaluation
Frequently asked questions about Freshservice and Salesforce
Yes. Tickets sync as linked records on the matching account. Status, priority, and resolution time stay current both ways. CSMs see open tickets without opening Freshservice.
Yes. Account fields sync from Salesforce onto the Freshservice ticket. Agents see ARR, renewal date, and exec sponsor on the ticket they’re working without context-switching.
No. Field mapping happens in Unito’s UI. No Apex, no triggers, no Salesforce admin work to add or change a field map. Per-flow control over direction and timing.
Yes. Flow rules decide what crosses over. Private notes can stay only in Freshservice or sync to private fields the customer-facing portal will not show.
Unito keeps Salesforce and Freshservice in a bidirectional sync: Salesforce Cases, Contacts or Accounts stay linked to Freshservice service requests, with comments and attachments, so both tools stay current while teams move over.
Freshservice service requests can sync with Salesforce Cases, Accounts or Opportunities. On Cases, the Subject field syncs two-way.
Yes. Custom fields map by type (text to text, number to number, date to date), and each mapping can be one-way or two-way. Some stay one-way when the other tool has no equivalent field. Contact first and last name sync two-way.
About Freshservice
Freshservice is a cloud-based IT service management platform from Freshworks. Designed for IT teams of any size, it streamlines incident, problem, change, and asset management with an intuitive interface.
Learn more about Unito's Freshservice integrations ↗About Salesforce
Salesforce is the world's leading CRM platform, helping businesses manage customer relationships, sales pipelines, service cases, and marketing campaigns in one unified cloud environment.
Learn more about Unito's Salesforce integrations ↗