# Freshdesk AI integration on Definable

> Freshdesk provides customer support software with ticketing, knowledge base, and automation features for efficient helpdesk operations and better customer experiences

## What this connects

Freshdesk provides customer support software with ticketing, knowledge base, and automation features for efficient helpdesk operations and better customer experiences

Vendor: https://www.freshworks.com/

## Tools available

**178** tools available. First 12:

- `FRESHDESK_ADD_NOTE_TO_TICKET` — Add Note to Ticket — Tool to add a private or public note to an existing ticket in Freshdesk. Use when you need to add internal comments or public notes to a ticket. Notes can be private (agent-only) or public, and can include HTML content.
- `FRESHDESK_ADD_TICKET_USER_ACCESS` — Add Ticket User Access — Tool to add agent access to a specific ticket in Freshdesk. Use when you need to grant agent(s) permission to view or interact with a ticket. The endpoint accepts agent IDs (not contact IDs) and returns the list of agent IDs that have access to the ticket.
- `FRESHDESK_ADD_WATCHER` — Add Watcher to Ticket — Tool to add the authenticated user as a watcher to a Freshdesk ticket. Use when you need to follow a ticket's progress and receive email notifications for updates like replies or status changes. The API automatically uses the authenticated user's credentials and does not require additional parameters.
- `FRESHDESK_BULK_UNWATCH_TICKETS` — Bulk Unwatch Tickets — Tool to remove the authenticated user as a watcher from multiple Freshdesk tickets in bulk. Use when you need to stop following multiple tickets at once and stop receiving email notifications for their updates. The API automatically uses the authenticated user's credentials.
- `FRESHDESK_BULK_UPDATE_TICKETS` — Bulk Update Tickets — Tool to update multiple tickets simultaneously in bulk. The bulk update operation runs asynchronously in the background, and returns a job_id to track progress. Use when you need to modify the same properties across multiple tickets efficiently.
- `FRESHDESK_CANCEL_CONTACT_IMPORT` — Cancel Contact Import — Tool to cancel an ongoing contact import operation in Freshdesk. Use when you need to halt a contact import process that is currently running.
- `FRESHDESK_CREATE_ADMIN` — Create Admin Group — Tool to create a new admin group in Freshdesk. Use when you need to create a new admin group with specific agents, escalation settings, and automatic assignment configuration.
- `FRESHDESK_CREATE_ADMIN_GROUP` — Create Admin Group — Tool to create a new admin-level support agent group in Freshdesk. Use when you need to create groups for organizing support agents and managing ticket routing at the admin level.
- `FRESHDESK_CREATE_ADMIN_TICKET_FIELD` — Create Admin Ticket Field — Tool to create a new custom ticket field in Freshdesk. Use when you need to add a new field definition for capturing additional ticket information (e.g., priority level, customer type, issue category). The field type can be text, number, dropdown, checkbox, date, or paragraph.
- `FRESHDESK_CREATE_ADMIN_TICKET_FIELD_SECTION` — Create Admin Ticket Field Section — Tool to create a new section within a ticket field in Freshdesk. Use when you need to add conditional field sections that appear based on selected dropdown choices.
- `FRESHDESK_CREATE_AGENTS` — Create Multiple Agents — Tool to create multiple agents in Freshdesk in a single bulk operation. Use when you need to add multiple agents at once. This is an asynchronous operation that returns a job_id for tracking the creation status.
- `FRESHDESK_CREATE_CANNED_RESPONSE` — Create Canned Response — Tool to create a new canned response in Freshdesk. Use when you need to create a reusable message template that agents can quickly insert into tickets.

## Auth

Auth schemes: `API_KEY`.

## How agents use Freshdesk

Inside a Definable workflow, Freshdesk is one of the tools the **Distributor specialist** can call. Example coordination patterns:

- **Researcher → Freshdesk** — the Researcher (GPT-5.5) pulls context from Freshdesk (records, threads, documents), synthesises findings, and briefs the rest of the team.
- **Writer → Distributor → Freshdesk** — the Writer (Claude Opus 4.7) drafts copy in brand voice, the Verifier passes it, then the Distributor writes the result into Freshdesk (create record, post message, draft email).
- **Designer / Engineer → Distributor → Freshdesk** — the Designer ships an asset or the Engineer ships a code change, the Distributor delivers it via Freshdesk (attach file, open PR comment, post status).

The Verifier checks every Freshdesk call. On rate limit, schema drift, or auth refresh it self-heals and retries — the workflow completes without manual intervention.

## Categories

- crm — https://definable.ai/apps/category/crm/
- customer support — https://definable.ai/apps/category/customer-support/

## Related

- HTML page: https://definable.ai/apps/freshdesk/
- Same category (crm): https://definable.ai/apps/category/crm/
- All integrations: https://definable.ai/apps/
- Workflow (multi-agent loop): https://definable.ai/workflow/
- Apps llms.txt index: https://definable.ai/llms-apps.txt