YUNOVA · Freshdesk & Zendesk
Module 12: Admin and integrations
Roles and permissions in a helpdesk
Key points
- Roles control what agents, supervisors and admins can see and change.
- Give each person only the access their work needs.
- Groups limit which tickets each team can view.
Integrating a CRM with the helpdesk
Key points
- A CRM integration shows customer account details beside each ticket.
- Agents see past purchases and deals without switching tools.
- Sync contacts both ways to keep records consistent.
Helpdesk APIs and webhooks
Key points
- REST APIs let other systems create, read and update tickets.
- Webhooks send data to another app when a ticket event happens.
- API keys must be stored securely and kept out of shared code.
Migrating data between helpdesks
Key points
- Plan which tickets, contacts and articles must move to the new helpdesk.
- Map fields and statuses between the old and new systems.
- Run a test migration before the final cut-over.