In order to access this integration you but be both a paying Freshdesk and ChurnZero customer. Integration Requirements: In order to connect your Freshdesk instance to your ChurnZero instance, you should authorize your Freshdesk instance within ChurnZero. To authorize, log into your ChurnZero Production account, go to Admin > Freshdesk Setup and follow the instructions. Confirm the authorization with your Implementation Specialist and/or CSM when you are done. Sync Behavior/Rules: -This is a one-way sync, from Freshdesk to ChurnZero. At this time the ChurnZero integration with Freshdesk is one direction, from Freshdesk into ChurnZero. Ticket data is NOT editable in ChurnZero, all ticket updates must be made in Freshdesk. But ChurnZero does provide a quick link back to Freshdesk for each ticket. -Default sync interval is 15 minutes. Every 15 minutes the sync will pull new tickets and search through existing tickets in order to match tickets to contacts and accounts. -Default mapping is based on the "Requester" field, with a secondary match on Account Name. All tickets require a Requester, which is the person who made the support request. By default, ChurnZero will match tickets to contacts - and subsequently to accounts - using this Requester field. There is also a secondary match on Account Name that is on by default. -Ticket data is supplemental data in ChurnZero. Ticket data can be used in Segment and can be used to trigger Alerts. But tickets themselves cannot interact with Plays, Journeys, NPS Campaigns or ChurnScores (this is all done at the Account and/or Contact level).