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Check support history before you close a Capsule CRM deal
For sales reps who want to see a Capsule CRM customer's Freshdesk tickets and ratings before chasing or closing, just by asking their AI assistant.
On this page
Connector
Connect Freshdesk, pick your AI tool and paste the prompt.
The problem
Deals get chased over escalations the rep never saw
Before chasing or closing a deal, reps should check the customer's support history, but that means searching Freshdesk by hand, so it gets skipped. Deals then close or get chased over open escalations.
Without PopdockAI
- Open the opportunity in Capsule CRM
- Search Freshdesk for the organization or contact
- Read tickets and ratings one by one
- Chase the deal without checking
With PopdockAI
- The Capsule CRM opportunity and customer are read
- The customer is found in Freshdesk by organization or contact name
- Tickets, escalations and ratings are reported
- The match used is stated, and nothing is changed
The prompt
Use this prompt
Copy it into any AI tool connected to PopdockAI. Swap the values in braces for your own.
**Objective:** Report the support health of the customer behind Capsule opportunity `{opportunity-id}`, looking back `{lookback-days}` days (default 90).
**Step 1: Read the opportunity (capsule-crm server)**
Call `capsule-crm-get-opportunity` with `opportunity-id` set to `{opportunity-id}`. Note `name`, `milestone-name`, `value`, `expected-close-date`, `party-name` and `party-organization-name`. If nothing is returned, say so and stop.
**Step 2: Find the customer in Freshdesk (freshdesk server)**
Take `party-organization-name` (or `party-name` when it is empty) and call `freshdesk-get-companies` with `name.contains` set to that value. If more than one company matches, list them and stop to ask which is meant. If none match, call `freshdesk-get-contacts` with `name.contains` set to `party-name`; if still nothing, report the customer as absent from Freshdesk and stop.
**Step 3: Pull the tickets (freshdesk server)**
Call `freshdesk-get-tickets` with `company-id` from the matched company (or `requester-id` from the matched contact) and `created-at.from` set to the lookback start. Then call `freshdesk-get-satisfaction-ratings` with `created-at.from` set to the same date and keep only ratings whose `ticket-id` is among those tickets.
**Step 4: Report**
Give the opportunity summary, then ticket counts by `status` and `priority`, any `escalated` tickets with `subject` and `created-at`, the oldest open ticket, and the satisfaction ratings. End with one line saying whether open support issues put the close date at risk.
**Rules & Guidelines:**
* `capsule-crm-get-opportunity` is on the capsule-crm server. `freshdesk-get-companies`, `freshdesk-get-contacts`, `freshdesk-get-tickets` and `freshdesk-get-satisfaction-ratings` are on the freshdesk server.
* Read-only. Do not call any add, update, delete or reply tool on either server, including `capsule-crm-add-note`, `capsule-crm-update-opportunity` and `freshdesk-reply-to-ticket`.
* Match on names with care: company names in the two systems often differ in suffixes such as Ltd or Inc.
**Validation:**
* If the two systems name the customer differently, state which match you used and how confident it is.
* If Freshdesk returns no tickets, report that plainly rather than inferring health.Who it's for
One answer, three teams that use it
Sales reps
Check support before you chase
Escalated tickets and the oldest open ticket tell you whether now is the right time to push for a close.
Does the customer on Capsule CRM opportunity 2204 have any open escalations in Freshdesk?
Sales managers
Know when a close date is at risk
A closing note says whether open issues put the expected close date at risk.
Will open Freshdesk tickets put the close date of Capsule CRM opportunity 1560 at risk?
Account managers
Bring support context to renewals
Satisfaction ratings and ticket counts give you a quick read on the relationship before a renewal conversation.
Show me Freshdesk tickets and ratings from the last 180 days for the customer on Capsule CRM opportunity 3012.
How it works
What PopdockAI does when you ask
You give an opportunity id and a period, and your AI assistant finds the customer's Freshdesk history. It stops to ask if several companies fit and says when the customer is missing.
01
Ask
You give the opportunity ID and how many days to look back.
02
Read
It reads the Capsule CRM opportunity and its customer.
03
Match
It finds the customer in Freshdesk and stops to ask if several companies fit.
04
Report
You get ticket counts, escalations, the oldest open ticket, ratings and a close date note.
What PopdockAI provides
The tools behind the answer
Ready made tools for Freshdesk and one secure connection to your AI tool. No code, no exports.
capsule-crm-get-opportunity
freshdesk-get-companies
freshdesk-get-contacts
freshdesk-get-tickets
freshdesk-get-satisfaction-ratings
This report is built from Get data tools only. PopdockAI applies the row, field and parameter rules your admin sets, and every query is written to the audit trail.
The outcome
No deal pushed over an open escalation
Related use cases
More ways to put this data to work
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