# Freshdesk Integrations: Slack, Jira, Salesforce, Shopify Setup > How Freshdesk connects to Slack, Teams, Jira, Salesforce, Shopify and HubSpot: plan gates, connector-task costs, sync limits and why it is not a CRM. _Source: https://professionalstoolkit.com/articles/freshdesk-integrations — The Professional's Toolkit · updated October 2026_ --- Freshdesk connects to Slack, Microsoft Teams, Jira, Salesforce, Shopify, Freshsales, Zoho CRM and the main phone systems through the Freshworks Marketplace, which Freshworks says lists **1,200+ public apps**. The catch is the plan. Marketplace apps and the API start on Growth, with only the telephony extensions also running on the Free program. The Salesforce Connector runs on paid connector tasks, while the Slack, Teams and Freshsales apps are listed free. Freshdesk is not a CRM. It keeps contacts and companies for support work and pulls deals and accounts from Freshsales, Salesforce, Zoho CRM or SugarCRM into the ticket. HubSpot is reached through AI Agent Studio workflows or the Omni integration list. **1,200+** — public apps in the Freshworks Marketplace (Freshworks' count), installable on Growth, Pro and Enterprise; phone extensions also on Free. - **100/min** — API calls on Growth, account-wide; every webhook counts - **$80** — per 5,000 connector tasks; tasks expire each billing cycle - **5** — Jira issues linkable to one Freshdesk ticket (Jira Plus) ## What every integration needs before you install it Apart from the phone extensions, every connector here assumes a paid plan. Freshdesk's pricing page lists Growth at $23 per agent per month billed monthly, or $19 per agent per month billed annually ($228 per agent a year). Billing is per agent and every agent on an account sits on the same plan; the seat math is in our [Freshdesk pricing guide](/articles/freshdesk-pricing). New buyers get a 14-day trial with Enterprise features and no card, the right window to wire up apps, though the trial API allows 50 calls a minute and connector task packs need an active paid subscription. There is no self-serve free plan. Freshdesk can move a small account into its Free program (up to 2 agents) through Customer Success, without API access. An admin installs apps under Admin, Support Operations, Apps, and the account admin's API key is required for any integration. Paid apps are billed each cycle alongside the subscription. **Third-party vendors bear sole responsibility for their apps**: a Verified by Freshworks tag means the app follows publishing guidelines, not that Freshworks built it, and Freshworks offers no implementation help beyond referring you to partners. Uninstalling deletes the app's data, and reinstalling does not bring it back. Freshworks' Terms also let it stop supporting third-party integrations without refund or credit. | Integration | Lowest Freshdesk plan | How it is billed | |---|---|---| | Slack (new app) | Growth | Free Marketplace app | | Microsoft Teams | Growth | Free Marketplace app | | Jira Plus | Growth | Marketplace app | | Salesforce Connector | Growth | Paid connector tasks | | Shopify | Growth | Marketplace app | | Freshsales | Growth | Free Freshworks app | | Zapier | Growth | Uses the API rate limit | > ⚠ **Resetting the API key breaks apps:** Resetting the API key disconnects every integration that uses it. Plan a reconnect of each app before you rotate the key. ## Slack and Microsoft Teams: work tickets where the team talks Slack comes in two versions, and new accounts get only the new one. It maps one Slack channel to each Freshdesk group, and only Slack members who are also Freshdesk admins can change that mapping [1]. Slack members who are not agents can collaborate on tickets and create new ones but cannot update them. Know the limits before rollout: notes and replies sent to Slack are cut to 250 characters, attachments arrive as links, updates can take up to 5 minutes to show, and priority is the only filter for pushed tickets. The older app stays supported for existing users with no end date announced, but new features go only to the new one. It takes up to 20 public and 20 private channels, adds Push to Slack actions to automation rules, and offers a slash command that turns up to 200 previous messages into a ticket as plain text, for North American users only. It cannot notify on SLA violations. Deleting a channel that rules depend on makes them fail. Microsoft Teams is simpler. Agents create, view and update tickets, add notes and get assignment alerts without leaving Teams. It runs on Growth, Pro and Enterprise, and installing it needs a Freshdesk admin who is also an Azure admin to grant consent. Where IT owns Azure, book that person before install day. > 💡 **Map Slack channels to groups first:** The new Slack app allows one channel per Freshdesk group, and only Slack members who are Freshdesk admins can set the mapping. Plan your groups before you install. ## Jira Plus: keep support and engineering on one issue Jira Plus replaces the older Jira app. It installs on Growth, Pro and Enterprise and links a ticket to up to 5 Jira issues, syncing comments, status and priority in both directions. Admins map Jira statuses one to one to Freshdesk statuses, custom ones included, and choose which roles may delete Jira issues from Freshdesk. Up to ten ticket fields can show in Jira, except on on-prem Jira. Cloud and on-prem both work; on-prem needs a firewall exception for Freshdesk IP addresses tied to your account's region. Two traps catch teams. Engineers who want to see linked tickets inside Jira need a separate app, Freshdesk by Freshworks, from the Atlassian Marketplace. And if Jira's notification emails go to a Freshdesk support address, every Jira comment opens a new ticket; removing that address stops it. ## CRM data: why Freshdesk isn't a CRM and what fills the gap Freshdesk keeps contacts and companies with custom fields, segments and notes, which covers support and stops there. Deals, accounts and opportunities live in a CRM, and Freshdesk brings that data into the ticket sidebar. Freshworks' own CRM is Freshsales, covered in our [Freshsales review](/articles/freshsales-review). Which connector you pick decides both what agents see and whether a usage meter runs. ### Freshsales The Freshsales app is free and works on Growth, Pro and Enterprise. Agents see the five most recent open deals for an account next to the ticket and can create a Freshsales contact from it. Admins can show up to 10 fields each for contact, account and deal. Only contacts with an email address or a unique external ID sync, and a ticket links to one deal. The Shared agent role lets Freshsales users open Freshdesk tickets without another Freshdesk license, view-only by default. ### Salesforce Freshdesk's pricing page lists connector app tasks at $80 per 5,000 tasks [2]. Those tasks power the Salesforce Connector app, available on Growth, Pro and Enterprise and on all three Omni plans [3]. Its widget shows leads, contacts, accounts, tasks, cases and opportunities, and agents can create any of those from the ticket. Sync covers contacts and companies, one-way in either direction or two-way, against a sandbox or a live account. Every action block in a recipe counts as a task. Pushing a Freshdesk contact to Salesforce costs 1 task without a company and 3 with one. The other direction costs 2 tasks for a contact without an account, 3 when the account exists in Freshdesk and 4 when it does not. By our arithmetic, one pack covers 1,250 of the costliest Salesforce-to-Freshdesk syncs or 2,500 of the cheapest. Tasks expire monthly on monthly billing and at year end on annual billing. > 💡 **Test Salesforce sync on a sandbox:** Once you are on a paid plan (task packs need an active subscription), connect the Salesforce Connector to a Salesforce sandbox instead of the live account. Run your recipes there to see how many connector tasks each sync really uses. ### HubSpot, Zoho CRM and SugarCRM Zoho CRM has a native app, installed with an auth token, that fetches requester details into contact and ticket pages. The SugarCRM app shows up to 10 fields each for contact, account and lead, and matches only on requester email and company name, so a mismatch shows nothing. HubSpot works differently. Inside AI Agent Studio, the workflow library offers 52 prebuilt workflows with HubSpot among them, and Freshworks lists HubSpot among Omni's integrations. Workflows run by a customer-facing AI agent sit inside the AI session meter, so they suit AI answers rather than record sync. ## Shopify: orders, cancellations and tracking inside the ticket Shopify works on Growth, Pro and Enterprise [4]. Since 1 January 2026, a new store connection needs a custom app created in the Shopify Dev Dashboard with three scopes: read_customers, read_orders and write_orders. Stores connected earlier are unaffected. Several stores can run through one Freshdesk account by reusing the same Client ID and Secret. From the ticket widget, agents see current and past orders, status and shipping details, and can issue full or partial Shopify order refunds to the shopper, with restocking. Cancelling has a rule. Only unpaid orders, or paid orders not yet ready for shipping, can be cancelled. Eight Shopify placeholders, including tracking number and shipping status, can go into canned responses, so a where-is-my-order reply fills itself. On Pro and Enterprise, Proactive Outreach for Shopify adds abandoned-cart and order-feedback emails, capped at 30 outreaches a month on Pro. ## Phones, Zapier, webhooks and MCP for everything else Phone systems are the one family that reaches below Growth. Aircall, Five9, Genesys and Amazon Connect extensions are listed on every current Freshdesk plan, Free program included. Each needs the provider's own account; Amazon Connect also needs a Call ID custom field for transfers. Teams with an in-house phone system can build on the CTI framework from Growth up. Freshcaller cannot run while the CTI app is on. Zapier works on Growth, Pro and Enterprise and pairs a trigger with an action, such as a Google Sheets row that becomes a ticket. Watch the meter it shares. Every webhook, from an automation rule or an outside service such as Zapier, counts toward the account-wide API limit: 100 calls a minute on Growth, 400 on Pro and 700 on Enterprise. The free Webhook Relay app forwards ticket, conversation and agent-availability events to up to five HTTPS addresses without authentication headers, so secure those endpoints yourself. Our [Freshdesk API guide](/articles/freshdesk-api) covers the limits. The newest route is MCP. Since 10 September 2026, Freshdesk's MCP server lets AI tools such as Claude, Cursor and Microsoft Copilot Studio read and update tickets, contacts and knowledge-base articles. Each user connects with their own API key, and every action respects that user's role permissions. Growth includes 100 actions a month, Pro 500 and Enterprise 1,000. Extra actions are sold in packs of 1,000 on the pricing page, and allowances do not roll over. ## FAQ **Can I build my own Freshdesk app?** Yes. Custom apps built with the Freshdesk App SDK install only to your own account and can sit on the ticket, contact, new ticket and new email pages; serverless apps run on events such as ticket create or contact update. **Does Freshdesk integrate with Freshservice?** Yes. Support agents can raise incidents and service requests to internal Freshservice teams from a ticket. Freshservice agents cannot reply to the customer; they add private notes that notify the Freshdesk agent. **Can I connect Gmail or Outlook mailboxes?** Yes. Support emails can be set up on Gmail, Microsoft 365 or a custom IMAP/SMTP server, incoming, outgoing or both. Microsoft 365 connections may need re-authentication every 90 days. **Can I add WhatsApp or live chat to standalone Freshdesk?** Not on new accounts. Live web chat, WhatsApp, Instagram and SMS are Freshdesk Omni channels; standalone Freshdesk covers email, the portal, a help widget without live chat, Facebook and phone. ## The bottom line Freshdesk's integration list is broad and mostly free to install, but apart from the phone extensions it starts at Growth. Slack, Teams, Jira Plus, Shopify and Freshsales cover the daily work of most support teams, each with limits to read first: one Slack channel per group, five Jira issues per ticket, cancellations only before shipping. Salesforce, like the other Connector apps such as Insightly and Copper, syncs on paid connector tasks, so size them against your contact volume. Freshdesk is not a CRM. Connect the one you already run, and use the 14-day trial to test the free apps; connector syncs need a paid plan. ## Sources [1] Freshdesk Support: simplifying collaboration using the latest slack app — https://support.freshdesk.com/support/solutions/articles/50000001687-simplifying-collaboration-using-the-latest-slack-app (2026-10) [2] Freshdesk Customer Support Software Pricing & Plans — https://www.freshworks.com/freshdesk/pricing/ (2026-10) [3] Freshdesk Support: the salesforce connector app — https://support.freshdesk.com/support/solutions/articles/50000009747-the-salesforce-connector-app (2026-10) [4] Freshdesk Support: integrating shopify with freshdesk — https://support.freshdesk.com/support/solutions/articles/195382-integrating-shopify-with-freshdesk (2026-10) [5] Freshdesk Support (help center) — https://support.freshdesk.com/support/home [6] Freshworks Terms of Service — https://www.freshworks.com/terms/ [7] App Store (US), Freshdesk listing — https://apps.apple.com/us/app/freshdesk/id849713306