--- title: "Freshdesk Integration" description: "Connect AI agents to Freshdesk, the Freshworks customer support and helpdesk platform. Agents create and triage tickets, post replies and internal notes, search tickets and contacts, and sync customers as contacts and companies through the Freshdesk REST API v2." url: https://flowrunner.ai/integrations/freshdesk date_modified: 2026-08-07T17:20:23-07:00 --- # Freshdesk [Helpdesk & ITSM](https://flowrunner.ai/integrations/category/helpdesk-itsm) Connect AI agents to Freshdesk, the Freshworks customer support and helpdesk platform. Agents create and triage tickets, post replies and internal notes, search tickets and contacts, and sync customers as contacts and companies through the Freshdesk REST API v2. [Verified](https://flowrunner.ai/integrations/verified "What does verified mean?") · 21 actions · Basic auth · available [Freshdesk website](https://freshdesk.com/) · [Platform Documentation](https://developers.freshdesk.com/api/) · Capability data verified 2026-07-14 1. An inbound support request arrives from email, a form, or chat 2. Agent finds the sender with Search Contacts and reads context 3. Agent opens the case with Create Ticket, priority and group set 4. Agent confirms the requester and the ticket fields are complete 5. Support channel gets a message with the subject and priority 6. A support agent approves the customer reply before Add Reply sends it ## What This Integration Enables An agent can create, get, list, search, update, and delete tickets, add a public reply that emails the requester or an internal note visible only to agents, and list a ticket's conversations in order. Search Tickets uses the Freshdesk query language, so a flow can pull exactly the tickets it needs, for example urgent open tickets, and act on each. On the customer side, the agent creates, reads, lists, searches, updates, and deletes contacts, and creates, reads, and lists companies, so support has a record before the first ticket. For account metadata, the agent lists agents, groups, and ticket fields, which is how a flow discovers the custom field names Create Ticket and Update Ticket accept. Freshdesk exposes no triggers in this integration, because Freshdesk webhooks are configured as automation rules in the admin UI rather than through a public webhook management API. So flows start from the systems feeding it: an inbound email, a form submission, a chat message, or a scheduled sweep. The agent is the bridge between where the request arrives and where it gets resolved. ### Without FlowRunner **Tickets created by hand**: Someone retypes each inbound request into Freshdesk one at a time **Sender looked up manually**: An agent searches for the contact before they can open the ticket **Replies sent unread**: An automated reply reaches the customer with no human check ### With FlowRunner **Tickets created on arrival**: Create Ticket lands the request with priority and group already set **Sender resolved in the flow**: Search Contacts finds or creates the requester before the ticket opens **Replies reviewed**: The agent drafts the reply and a person approves before it sends ## Use Case Scenarios ### Open a Ticket From an Inbound Email When an inbound support request arrives, the agent calls Search Contacts to find the sender, then Create Ticket with the email body as the HTML description and the contact as requester, priority and group set from the routing rules. The ticket lands ready to work, with the customer already linked. ### Triage Urgent Tickets on a Schedule On a schedule, the agent runs Search Tickets with a query for urgent open tickets, then logs each into a triage dashboard with [Google Sheets](https://flowrunner.ai/integrations/google-sheets) Add Row so a lead can see the day's high-priority backlog at a glance. Nothing waits on a person to build the report by hand. ### Notify the Team on New Cases After Create Ticket runs, the agent posts to the support channel with [Slack](https://flowrunner.ai/integrations/slack) Send Message To Channel, attaching the subject, priority, and assigned agent, so the team sees the case immediately instead of discovering it in the queue. ## Human-in-Loop Highlight An internal note is safe, because only agents see it. Add Reply is not, because it emails the requester directly, and a support answer on a refund, a complaint, or an account-specific question often needs judgment the automation should not exercise. So the agent splits the two. It drafts the response as an internal note with Add Note, then routes it to a support agent as a [human-in-the-loop](https://flowrunner.ai/concepts/human-in-the-loop) step through Slack or email, showing the ticket, the requester, and the proposed wording, and asks whether to send it. On approval the agent sends the reply with Add Reply. On hold or edit, nothing reaches the customer. The AI handles intake, lookup, triage, and drafting at scale; the message that actually reaches the customer gets a human. Agent processes routinely Detects exception requiring judgment Clear match Continues automatically Ambiguous Routes to human via Slack Human decides Agent resumes with decision ## Agent Capabilities 21 actions ### Tickets 9 - **Add Note** Adds a note to a ticket's conversation thread. Notes are private to agents by default, and the body supports HTML markup. - **Add Reply** Adds a public reply to a ticket, sent to the requester by email and shown in the conversation thread. The body supports HTML markup. - **Create Ticket** Creates a new support ticket. Provide the requester email or an existing requester ID, with priority, status, source, group, agent, and custom fields set. - **Delete Ticket** Deletes a ticket by its ID. The ticket moves to the Freshdesk trash and can be restored from the UI within 30 days. - **Get Ticket** Retrieves a single ticket by its ID, including status, priority, requester, assignment, tags, and custom fields, and can embed recent conversations. - **List Ticket Conversations** Lists all conversations (replies and notes) of a ticket in chronological order, each marked private, incoming, and by author. - **List Tickets** Lists tickets sorted by creation date, supporting the predefined Freshdesk views, an updated-since filter, and paging. - **Search Tickets** Searches tickets with the Freshdesk query language, combining field conditions with AND and OR, for example priority:4 AND status:2. - **Update Ticket** Updates an existing ticket, changing only the fields you set, with priority, status, group, and agent assignment supported. ### Contacts 6 - **Create Contact** Creates a new contact. At least one of email or phone is required, and custom contact fields can be set. - **Delete Contact** Soft-deletes a contact by its ID. Their open tickets remain, and the contact can be restored from the UI. - **Get Contact** Retrieves a single contact by its ID, including name, email, phone, company association, tags, and custom fields. - **List Contacts** Lists contacts with paging, optionally filtered by an exact email address for a fast lookup. - **Search Contacts** Searches contacts with the Freshdesk query language across fields like name, email, phone, tag, and company. - **Update Contact** Updates an existing contact, changing only the fields you set. ### Companies 3 - **Create Company** Creates a new company with a unique name and associated domains, which link contacts by email domain. - **Get Company** Retrieves a single company by its ID, including name, domains, description, and custom fields. - **List Companies** Lists companies with paging, including their names, domains, and custom fields. ### Admin 3 - **List Agents** Lists agents with paging, including contact details, availability, and ticket scope, optionally filtered by email. - **List Groups** Lists agent groups with paging, including names, descriptions, and escalation settings. - **List Ticket Fields** Lists all ticket fields, default and custom, so a flow can discover the custom field names Create Ticket and Update Ticket accept. ## Frequently Asked Questions ### What can FlowRunner do with Freshdesk? FlowRunner agents can run Add Note, Add Reply, and Create Ticket in Freshdesk, plus 18 more actions. ### Does connecting Freshdesk to FlowRunner require OAuth? No. Freshdesk connects to FlowRunner with basic authentication (a username and password), no OAuth flow required. ### Can Freshdesk trigger a FlowRunner workflow automatically? Freshdesk doesn't currently expose triggers in FlowRunner. It connects as an action step inside workflows started by another trigger. **Work at Freshdesk?** This integration exposes Freshdesk to AI agents on every FlowRunner plan, including through MCP, at no cost to you. [See what FlowRunner offers integration partners](https://flowrunner.ai/integrations/partners), including how to keep this page current. --- Markdown version of https://flowrunner.ai/integrations/freshdesk. Site index: https://flowrunner.ai/llms.txt