CRM Setup
Connect your CRM to enable contact sync, SSO, and workflow automation
Connecting your CRM is the first step to getting the most out of your helpdesk. Once linked, contacts sync automatically, your team can sign in via SSO, and you unlock workflow automation in both directions.
How to connect
Install from your CRM marketplace
Find the helpdesk app in your CRM's marketplace or app store and click Install. You will be redirected to an authorisation screen where you grant the helpdesk permission to access your CRM data.
Authorise the connection
Review the requested permissions and click Authorise. The helpdesk needs access to contacts, conversations, and custom objects to function correctly. No data is modified in your CRM without your knowledge.
Automatic provisioning
Once authorised, the following happens automatically:
- Your organisation is created in the helpdesk (or restored if previously connected).
- Admin users from your CRM are created as helpdesk users with matching roles.
- Contacts are bulk-imported so your directory is ready from day one.
- The setup wizard launches to walk you through branding, terminology, and departments.
Custom domain
By default, your helpdesk is accessed at a shared URL. If you want your team to access it from a branded domain (e.g. support.youragency.com), configure this under Settings > CRM Integration.
Custom domain setup requires a DNS change on your end. The settings page will show you the exact record to add.
Reconnecting
If the CRM connection is ever lost — for example, if someone revokes the app permissions — you can reconnect by reinstalling from the marketplace. Your existing data is preserved; the helpdesk simply re-establishes the link.