Case Study: Freshworks achieves faster ticket management and seamless Salesforce-Freshdesk syncing with DianApps

Freshworks rebuilds Salesforce platform with DianApps for real-time two-way syncing

Freshworks, a provider of a unified, AI-powered customer support platform, faced challenges with its outdated Freshdesk Salesforce Application. The app was built on legacy components, making it difficult to scale and enhance, and it suffered from inconsistent data syncing that led to mismatches. Freshworks engaged vendor DianApps to rebuild the connector without disrupting its existing user base.

DianApps redesigned and rebuilt the application using modern Lightning Web Components (LWC), implementing a real-time, two-way syncing process. This solution provided a more scalable, user-friendly platform with enhanced performance. The result was a significant boost in agent productivity and ticket management efficiency, leading to a smoother and more reliable customer support experience for Freshworks users.

Freshworks