Freshdesk Extension

Connect your own Freshdesk account by saving your domain and API key, after checking it actually works.

Disconnect a Freshdesk account: deletes the saved domain/API key. Nothing in Freshdesk itself is changed.

List the connected Freshdesk accounts.

List tickets in the connected Freshdesk account, with filters by status, priority, and requester.

Read one ticket in full by id.

Create a new support ticket.

Update selected fields of an existing ticket. Only given fields change.

Move a ticket to Trash. Freshdesk keeps it recoverable via restore_ticket for a limited time before permanent purge.

Restore a previously deleted ticket out of Trash.

Forward a ticket's conversation to external email addresses.

Merge several tickets into one primary ticket. The merged tickets are closed; their conversation history moves under the primary ticket.

Update the same fields (status/priority/group/agent) on several explicit tickets in one call. Freshdesk processes this as a background job.

Delete several explicit tickets in one call. Freshdesk processes this as a background job; deleted tickets are recoverable via restore_ticket.

Start or stop watching a ticket -- watchers get notified of updates.

Reply to a ticket -- sends an email to the requester (and any CC'd addresses), visible to the customer.

Add a note to a ticket -- private by default (agent-only, not seen by the requester).

List the reply/note conversation thread on a ticket.

Edit the body of an existing reply or note.

Permanently delete a reply or note. Cannot be undone.

List contacts in the connected Freshdesk account, with filters by email/phone/mobile/company/state.

Read one contact in full by id.

Create a new contact record.

Update selected fields of an existing contact. Only given fields change.

Delete a contact. Soft-delete by default (recoverable 30 days in the Freshdesk UI); hard_delete permanently erases an already soft-deleted contact.

Merge several contacts into one primary contact -- the others are deleted and their tickets reassigned to the primary contact.

List companies (organizations) associated with contacts.

Read one company in full.

Create a new company record.

Update selected fields of an existing company without changing omitted fields.

Permanently delete a company. Cannot be undone.

List agents (staff who can be assigned tickets) on the connected Freshdesk account.

Read one agent's profile in full.

Invite a new agent to the connected Freshdesk account by email.

Update selected fields of an existing agent. Only given fields change.

Remove an agent from the connected Freshdesk account (frees their license seat). Cannot be undone.

List groups (teams agents are organized into) on the connected Freshdesk account.

Read one group in full.

Create a new group (team) with an optional escalation policy.

Update selected fields of an existing group. Only given fields change.

Permanently delete a group. Cannot be undone.

List canned response folders configured on the connected Freshdesk account.

List canned responses inside one folder.

Create a reusable canned response.

Update an existing canned response's title and/or body.

Permanently delete a canned response.

List knowledge base (Solutions) categories on the connected Freshdesk account.

Create a new knowledge base category.

Update an existing knowledge base category's name/description.

Permanently delete a knowledge base category. Cannot be undone.

List knowledge base folders inside a category.

Create a new knowledge base folder inside a category.

Update a knowledge base folder's name and/or description.

Permanently delete a knowledge base folder. Cannot be undone.

List knowledge base articles inside a folder.

Read one knowledge base article in full.

Create a new knowledge base article inside a folder.

Update a knowledge base article's title, body, and/or publication status.

Permanently delete a knowledge base article. Cannot be undone.

List time entries for a ticket, or across the account within a date range.

Log a billable or non-billable time entry against a ticket.

Update an existing time entry's duration, billable flag, or note.

Permanently delete a time entry. Cannot be undone.

Start/resume or stop/pause a running timer on a time entry.

List SLA policies configured on the connected Freshdesk account.

Read one SLA policy in full.

List business hour profiles configured on the connected Freshdesk account.

Read one business hour profile in full.

List customer satisfaction survey responses across the connected Freshdesk account.

Read the satisfaction rating left on one specific ticket, if any.

List the survey questions configured on the connected Freshdesk account's default customer satisfaction survey.

List automation rules of a given type (ticket_creation, ticket_update, time_triggers, or scenario_automations).

Read one automation rule in full.

Activate or deactivate an automation rule without deleting it.

Manually run a scenario automation against a specific ticket.

List ticket field definitions (built-in and custom) configured on the connected Freshdesk account -- useful before building filters or setting custom_fields_json on a ticket.

Build one aggregated health report across the connected Freshdesk account: open ticket count, overdue tickets, unassigned tickets, breakdown by priority/status, and agents whose open-ticket load looks disproportionate -- all from a handful of paginated list_tickets calls, no separate reporting API needed.