How to merge account data from our CRM and helpdesk in dashboards
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Saltdean Hart Insurance Brokers · How to merge account data from our CRM and helpdesk in dashboards
Paul asked how to join CRM and helpdesk data in one dashboard view. Olivia provided join guidance and then requested sample data to align the different field naming conventions.
What happened
What this says
As at Fri 9 Oct 2026Paul asked how to join CRM and helpdesk data in one dashboard view. Olivia provided join guidance and then requested sample data to align the different field naming conventions.
Problem: Paul needed to merge account information from CRM and helpdesk in a single dashboard but was uncertain about which field to use as the join key, since the systems use different naming conventions. Handling: Olivia sent a quick guide on using join formulas and asked Paul to provide sample exports so she could advise on the best join approach. Paul followed up and provided the requested sample data from both systems. Watch: This shows customer engagement with the dashboards builder and value creation through data integration.
Details
Updated 9 Oct 26Trail
created · Paul Ottaway 13 Jun 2025 14:36Hi, I'm trying to set up a dashboard that shows me account information from our CRM alongside support ticket history from the helpdesk. Can I join data from both systems in one view? At the moment I have to switch between two dashboards.- Public reply · Olivia Grant 14 Jun 2025 05:11Hi Paul, Thanks for reaching out. You can definitely do this with a join formula in the dashboards builder. The key is to set up your join on a common ID, usually the account number, from both systems. I've added a quick guide to your team's help centre. Can you take a look and let me know if you get stuck? Best, Olivia
- Public reply · Paul Ottaway 17 Jun 2025 12:16Thanks Olivia. I've had a read through the guide. I'm a bit unsure about which field to use as the join key, our CRM and helpdesk use different naming conventions for the same account. Do you have any suggestions?
- Public reply · Olivia Grant 19 Jun 2025 13:27Good question. Can you send me a quick export of a few rows from each system so I can see the field names and values? That way I can advise on the best way to set up the join. Best, Olivia
- Public reply · Paul Ottaway 20 Jun 2025 15:05Perfect. I've sent a sample export to the support email address. Thanks for your help!
- Status change · 12 Jul 2025 23:59