---
title: 'ECI Horizon + Freshworks Freshdesk'
url: 'https://www.staging38.commercient.com/product/eci-horizon-freshworks-freshdesk/'
date: '2026-06-19T10:11:59-04:00'
modified: '2026-06-19T10:11:59-04:00'
author: 'Aaron Torres'
excerpt: 'Commercient SYNC connects ECI Horizon to Freshworks Freshdesk, giving your team access to ECI Horizon data directly within Freshworks Freshdesk. No complex coding required.'
featured_image: 'https://www.staging38.commercient.com/wp-content/uploads/2026/06/Commercient-Product-Image.webp'
language: en-US
post_type: product
woocommerce:
  price: '0 USD'
  stock_status: instock
  attributes: { Product: SYNC }
---

Commercient connects ECI Horizon and Freshworks Freshdesk, surfacing ERP customer, order and invoice data inside Freshworks Freshdesk for support teams. When a ticket relates to an order or invoice, agents can view the ECI Horizon record directly from Freshworks Freshdesk.

## What syncs

- Update ECI Horizon Customers from Freshworks Freshdesk Account Data
- View ECI Horizon Payments Status in Freshworks Freshdesk Tickets
- Sync ECI Horizon Customer Account Status to Freshworks Freshdesk
- Connect Freshworks Freshdesk Tickets Resolution to ECI Horizon Records
- Import Freshworks Freshdesk New Contacts into ECI Horizon Customers
- Sync ECI Horizon Credit Notes to Freshworks Freshdesk for Dispute Handling

## Why Commercient

### Billing query resolution

Surface ECI Horizon Invoices, Credit Notes and Payments inside Freshworks Freshdesk tickets so agents can resolve billing disputes, refund requests and payment queries without switching systems.

### Order status and fulfilment visibility

Sync ECI Horizon Sales Orders status and shipment data to Freshworks Freshdesk so support agents can update customers on order progress and expected delivery without ERP access.

### Escalation and priority management

Sync ECI Horizon customer account tier, credit status and order value to Freshworks Freshdesk so support teams can prioritise tickets and escalate based on account importance.

### Product return and credit handling

Connect ECI Horizon Credit Notes to Freshworks Freshdesk so agents can see credit note status, return authorisations and refund processing information alongside the customer's support ticket.

## About ECI Horizon

ECI Horizon is a business management system for lumber and building material dealers, managing inventory, purchasing, sales orders, pricing and financials.

## About Freshworks Freshdesk

Freshworks Freshdesk is a customer support platform for managing tickets, live chat, email support, knowledge base articles and customer service team operations.

## Frequently asked questions

### Can ECI Horizon Credit Notes data appear in Freshworks Freshdesk for refund and dispute handling?

Commercient can surface ECI Horizon Credit Notes data inside Freshworks Freshdesk so agents can verify credit note status and return authorisations when handling customer disputes and refund requests.

### Can ECI Horizon Items data be accessed from Freshworks Freshdesk tickets?

Yes, Commercient can sync ECI Horizon Items data to Freshworks Freshdesk so support agents can reference product details, specifications and order history when answering customer product queries.

### Does Commercient support two-way customer data sync?

Commercient can support syncing ECI Horizon Customers to Freshworks Freshdesk and importing Freshworks Freshdesk new contacts back into ECI Horizon when included in scope. Direction and object coverage depend on project configuration.

### Can ECI Horizon Items availability show in Freshworks Freshdesk for order support?

Commercient can sync ECI Horizon Inventory and Items availability to Freshworks Freshdesk so support agents can check current stock status and expected lead times when handling order-related customer queries.

### Can ECI Horizon customer account tier sync to Freshworks Freshdesk for ticket prioritisation?

Commercient can sync ECI Horizon customer account tier, credit status or order value to Freshworks Freshdesk when included in scope, helping support teams prioritise and route tickets based on customer importance.