CRM Sync
How contacts synchronise between your CRM and the helpdesk
Your helpdesk keeps its contact list in sync with your CRM so you never have to manually add or update contacts. There are three sync mechanisms that work together to ensure your data stays current.
Sync Mechanisms
Initial Bulk Sync
When you first connect your CRM during setup, all existing contacts are imported into the helpdesk. This is a one-time operation that populates your contact list so your team can start working immediately.
Real-Time Webhooks
After the initial sync, your CRM sends real-time notifications whenever a contact is created, updated, or deleted. Changes appear in the helpdesk within seconds — no manual refresh needed.
Weekly Reconciliation
Once a week, the helpdesk runs a background reconciliation to catch any changes that may have been missed by webhooks (for example, during a brief connectivity interruption). This ensures long-term accuracy without any action from your team.
Source of Truth
While your CRM is connected, it is the source of truth for contact data. Core fields — name, email, phone — flow from the CRM into the helpdesk. If you need to update a contact's details, make the change in your CRM and the helpdesk will reflect it automatically.
Manual Sync
If you need to refresh contacts immediately rather than waiting for the next webhook or reconciliation cycle, use the Sync from CRM button on the Users page. This triggers a fresh pull of contact data from your CRM.
Contact Deletion Behaviour
When a contact is deleted in your CRM, the helpdesk handles it based on whether the contact has existing tickets:
- No tickets — the contact is permanently removed from the helpdesk.
- Has tickets — the contact is kept in the helpdesk for historical reference, but the link to the CRM record is removed. Ticket history is preserved.
Deleting a contact in your CRM cannot be undone from the helpdesk. If the contact has no tickets, their record is permanently removed.