# Freshdesk integration

> Customer support helpdesk for ticketing, knowledge base, contacts, companies, and agent management

- Authentication: apiKey

## Tools (37)

- **Add Note to Ticket**: Add a private (agent-only) or public note to a ticket
- **Add Watcher to Ticket**: Add the authenticated agent (or specific agents) as watchers on a ticket
- **Bulk Update Tickets**: Asynchronously update the same properties on up to 100 tickets, returning a job_id to poll
- **Create Article**: Create a new solution article in a folder
- **Create Company**: Create a company, optionally with email domains for auto-associating contacts
- **Create Contact**: Create a new contact with at least one unique identifier (email/phone/etc.)
- **Create Ticket**: Create a new support ticket; requires subject, description, and a requester identifier
- **Create Time Entry**: Log a time entry on a ticket, fixed or via a running timer
- **Delete Contact**: Soft-delete a contact; recoverable via restore endpoint
- **Delete Conversation**: Hard-delete a ticket conversation entry (note or reply)
- **Delete Ticket**: Soft-delete a ticket; recoverable from Trash within 30 days
- **Filter Companies**: Search/filter companies using a Lucene-like query expression
- **Filter Contacts**: Search/filter contacts using a Lucene-like query expression
- **Filter Tickets**: Search/filter tickets using a Lucene-like query expression
- **List Agents**: List support agents in the Freshdesk account
- **List Articles in Folder**: List solution articles in a folder
- **List Companies**: List all companies
- **List Contacts**: List contacts with optional filters and incremental sync via updated_since
- **List Groups**: List agent groups used for ticket routing
- **List Roles**: List all agent roles (default and custom) with their permission flags
- **List Solution Categories**: List knowledge base categories (which contain folders and articles)
- **List Ticket Conversations**: List all conversation entries (replies + notes) on a ticket, oldest first
- **List Tickets**: List tickets with filters, incremental sync, and optional includes
- **List Time Entries**: List time entries logged across tickets, filterable by company/agent/period
- **Merge Tickets**: Merge up to 5 secondary tickets into a primary; secondaries are closed with a linking note
- **Remove Watcher from Ticket**: Remove the authenticated agent from a ticket's watcher list
- **Reply to Ticket**: Post a public reply emailed to the requester (use Add Note for internal-only)
- **Restore Ticket**: Restore a soft-deleted ticket from Trash (within 30 days)
- **Search Solution Articles**: Full-text search of published solution articles
- **Update Company**: Partially update a company; only included fields are changed
- **Update Contact**: Partially update a contact; only included fields are changed
- **Update Conversation**: Edit a conversation entry's body (note bodies are editable; replies have stricter rules)
- **Update Ticket**: Partially update a ticket; send empty arrays to clear, null to unset optional values
- **View Company**: Retrieve a single company by ID
- **View Contact**: Retrieve a single contact by ID
- **View Current Agent**: Get the agent record for the API key owner (display name, time zone, groups)
- **View Ticket**: Retrieve a single ticket; use include to expand related entities in one call

## Triggers (6)

- **New Ticket in Freshdesk**: Triggers when a new ticket is created in Freshdesk. Optional filters narrow by agent, group, company, status, priority, type, source, and tags.
- **Updated Ticket in Freshdesk**: Triggers when an existing ticket is updated (status, assignee, priority, etc). Fires only on actual payload changes between polls.
- **New Contact in Freshdesk**: Triggers when a new contact (customer) is created in Freshdesk.
- **Updated Contact in Freshdesk**: Triggers when a contact is updated in Freshdesk. Fires only on actual payload changes between polls.
- **New Company in Freshdesk**: Triggers when a new company is created in Freshdesk.
- **New Conversation on Ticket**: Triggers when a new reply or private note is added to a ticket. Optionally filter to notes only or replies only.

## Related prompts

- [Add Shopify order context to new Freshdesk tickets](https://www.generalinput.com/prompts/add-shopify-order-context-to-new-freshdesk-tickets.md)
- [Weekly Freshdesk support performance digest in Slack](https://www.generalinput.com/prompts/weekly-freshdesk-support-performance-digest-in-slack.md)
- [Slack alerts for urgent Freshdesk tickets with HubSpot context](https://www.generalinput.com/prompts/slack-alerts-for-urgent-freshdesk-tickets-with-hubspot-context.md)
- [Escalate Freshdesk bug tickets to Linear issues](https://www.generalinput.com/prompts/escalate-freshdesk-bug-tickets-to-linear-issues.md)

Connect Freshdesk in General Input: https://www.generalinput.com/apps/freshdesk