Setup
- In Agent Studio, go to Tools → Freshdesk → Connect
- Paste your API key from the Freshdesk dashboard
- Your Freshdesk account is now connected and ready to use
Available actions
| Action | Description |
|---|---|
FRESHDESK_CREATE_TICKET | Creates a new support ticket in Freshdesk with the specified subject, description, and optional metadata such as priority, status, and assignee. |
FRESHDESK_DELETE_TICKET | Permanently deletes an existing ticket from Freshdesk by ticket ID. |
FRESHDESK_GET_TICKETS | Retrieves a filtered and paginated list of tickets from Freshdesk based on criteria such as status, priority, agent, or requester email. |
FRESHDESK_LIST_ALL_TICKETS | Lists all tickets in the connected Freshdesk account without any filters applied. |
FRESHDESK_REPLY_TICKET | Posts a reply to an existing ticket, with optional CC and BCC recipients and file attachments. |
FRESHDESK_UPDATE_TICKET | Updates the fields of an existing ticket such as status, priority, assignee, tags, or custom fields. |
FRESHDESK_VIEW_TICKET | Fetches the full details of a single ticket by its ID. |
Adding to an agent
- Open your agent in Agent Studio → Agent Builder
- Go to Tools and enable Freshdesk
- Select only the actions your agent needs
- Set auth mode: Shared (agent acts on one account) or Per-user (each end-user connects their own account)
Example use cases
Automated ticket creation from inbound requests When a customer submits a request through a chat interface or form, an agent can automatically callFRESHDESK_CREATE_TICKET to open a ticket with the correct priority and assignment, eliminating manual data entry for support staff.
Intelligent ticket triage and status updates
An agent can use FRESHDESK_GET_TICKETS to fetch open tickets, analyze their content, and then call FRESHDESK_UPDATE_TICKET to reassign or reprioritize them based on urgency, keeping queues organized without human intervention.
Automated follow-up replies
After detecting that a ticket has gone unanswered for a set period, an agent can use FRESHDESK_REPLY_TICKET to send a proactive follow-up to the customer, improving response times and customer satisfaction.