Ticket Mirror
See ticket summaries directly on CRM contact records
Ticket Mirror pushes a lightweight summary of each ticket to your CRM as a custom object record. This means anyone viewing a contact in your CRM can immediately see their support history — open tickets, recent resolutions, priorities, and statuses — without switching to the helpdesk.
What gets mirrored
Each mirrored record includes:
- Ticket number and subject
- Status (e.g. Open, In Progress, Resolved)
- Priority (Low, Medium, High, Urgent)
- Assigned agent
- Created and last updated timestamps
- Deep link — click through to open the full ticket in your helpdesk
Records are associated with the contact they belong to, so they appear directly on the contact's profile in your CRM.
How syncing works
- One-way sync — Data flows from the helpdesk to your CRM only. Editing a mirrored record in the CRM does not affect the ticket.
- Automatic updates — Whenever a ticket is created, updated, or resolved, the mirror record is updated in the CRM.
- Fire-and-forget — If the CRM is temporarily unavailable, the ticket operation still completes in the helpdesk. The mirror will catch up when the connection is restored.
Setting up Ticket Mirror
Ticket Mirror can be configured during the initial setup wizard or later from Settings > CRM Integration.
Before enabling Ticket Mirror, you must confirm your terminology (e.g. "Tickets", "Cases", "Requests"). This label is used as the custom object name in your CRM and cannot be changed once confirmed — it is permanently locked to prevent naming conflicts.
Prefix
Each mirrored record has a short prefix (e.g. "TK" for Tickets, "CS" for Cases) that appears alongside the ticket number in your CRM. Like terminology, the prefix is locked once confirmed.