01
Auto-resolve FAQs
- New ticket arrives
- Agent matches against knowledge base
- Sends draft response or auto-resolves with citation
Helpdesk
14 tools available
HelpDesk is a ticketing system designed to streamline customer support by organizing and managing inquiries efficiently.
Connect Helpdesk to Definable to auto-resolve FAQs with citations, escalate with full context, cluster recurring themes. Personas call Helpdesk's 14 tools directly from chat or scheduled flows. Run a support persona on top — the agent resolves what it can, escalates the rest with a clean briefing.
Common workflows with Helpdesk
02
Smart escalation
- Detect stuck or angry tickets
- Pull full customer history
- Hand off with a one-paragraph briefing
03
Weekly themes
- Cluster last 7 days of tickets
- Summarise emerging themes
- Post to product Slack
Helpdesk actions 14
Every Helpdesk action below is a callable tool any Definable persona can invoke.
List Agents
Retrieves all support agents (team members) in the HelpDesk account. Use this action to get a complete list of agents with their details including: - Agent profiles (name, email, avatar, job title) - Role assignments (owner, normal, viewer) - Team memberships - Status (active or invited) - Auto-assignment settings - Email signatures This action requires no parameters and returns all agents in the account. Useful for finding agent IDs, checking team composition, or verifying permissions.
List Canned Responses
Tool to list canned responses. Use when you need to retrieve all predefined reply templates for tickets.
List Custom Fields
Tool to list all custom fields defined in the account. Use when you need to view or manage custom fields. Only callable after authentication.
List Email Domains
Lists all email domains configured for the HelpDesk account. Returns a comprehensive list of all email domains set up in the HelpDesk account, including domain names, verification status, DNS records, and configuration flags. Email domains allow you to send and receive tickets via custom email addresses. Use this action to: - Get domain IDs and names for use in other API operations - Check domain verification and setup status - View DNS configuration requirements - Audit which domains are actively being used for inbox No parameters required - returns all email domains accessible to the authenticated account.
List Licenses
Retrieves all licenses (account configurations) for the authenticated HelpDesk account. A license represents a customer account and contains subscription information, global settings, default team/template assignments, and detected languages. Most accounts have one license. Use this action to: - Check account configuration and settings - Get account ID and metadata - View default team and template assignments - Inspect company settings and feature flags No parameters required - returns all licenses for the authenticated account.
List Reply Addresses
Lists all reply addresses configured in the HelpDesk account. Reply addresses are email addresses used to receive and respond to support tickets. Each reply address must be associated with a verified email domain and can be used as the "From" address when sending ticket responses to customers. Use this action to: - Get all available reply addresses and their verification status - Retrieve reply address IDs for use in other operations (e.g., creating mailboxes) - Check which email domains are being used for reply addresses - Audit reply address configuration across the account No parameters required - returns all reply addresses accessible to the authenticated account.
List Rules
Tool to retrieve a list of rules configured in the account. Use after authentication when you need an overview of all automation rules.
List Subscriptions
Lists all billing subscriptions for the HelpDesk account, including active, expired, canceled, and future subscriptions. Subscriptions represent the currently selected plan (team or enterprise) and number of paid agent slots. Use this tool to retrieve subscription details including plan codes, pricing, billing cycles, trial periods, and subscription states. Both filter parameters are optional - omit them to retrieve all subscriptions.
List Teams
Lists all teams in the HelpDesk account. Returns a comprehensive list of all teams configured in the HelpDesk account, including team IDs, names, settings, reply addresses, and integration configurations. Teams are organizational units that group agents and manage ticket routing. Use this action to: - Get team IDs for use in other API operations - Retrieve team names and configurations - Audit team settings and reply addresses - View team integration configurations No parameters required - returns all teams accessible to the authenticated account.
List Tickets
List all tickets from a specified silo with cursor-based pagination support. This tool retrieves tickets from the helpdesk system with flexible sorting and pagination. Use this when you need to retrieve tickets for monitoring, reporting, or processing. Key features: - Retrieves tickets from specified silo (tickets, archive, trash, or spam) - Supports cursor-based pagination for efficient navigation through large datasets - Configurable page size (1-100 tickets per page) - Multiple sort options (createdAt, updatedAt, lastMessageAt) in ascending or descending order Common use cases: - Get all open tickets: Use default parameters with silo='tickets' - Browse archived tickets: Set silo='archive' - Paginate through results: Use next_value and next_id from previous response
List Trusted Emails
Tool to retrieve a list of trusted email addresses or domains. Use when managing your spam whitelist after authenticating.
List Views
Tool to list agent views. Use when you need to retrieve saved ticket views after authentication.
List Webhooks
Lists all configured webhooks for the HelpDesk account. Webhooks allow you to receive real-time notifications about ticket events (creation, updates, status changes, assignments, etc.) sent as HTTP POST requests to your specified URLs. Use this action to view all active webhook configurations.
View Agent
Retrieves comprehensive details for a specific agent in the HelpDesk system. Returns complete agent information including profile details, role assignments, team memberships, status, settings, and signature configuration. Use this action when you need detailed information about a specific agent after obtaining their ID from the list_agents action.
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Frequently asked questions
What can I automate with Helpdesk on Definable?
Anything Helpdesk exposes through its API. Common customer support workflows on Definable include auto-resolve FAQs with citations, escalate with full context, cluster recurring themes. Personas can call any of the 14 Helpdesk tools directly, then chain the result into another integration without you writing code.
How does Helpdesk authentication work?
Helpdesk uses API_KEY on Definable. You connect once from the integrations page, scoped to the permissions you choose, and from then on any persona that has the integration enabled can act on your behalf. Tokens are encrypted at rest and rotated automatically.
Is the Helpdesk integration included in my Definable plan?
Yes — every Definable plan, including Starter, includes access to all 14 Helpdesk tools. You only need a separate Helpdesk subscription if Helpdesk itself charges per seat or per API call.
Is using Helpdesk through Definable secure?
Every call from a persona to Helpdesk is logged with the user, persona, prompt, and response. Tokens never leave Definable's secrets vault, scopes are configurable per persona, and you can revoke access at any time from the integration page.
How do I get started with Helpdesk on Definable?
Sign up for Definable, open the integrations page, find Helpdesk, and connect via OAuth or API key. You can immediately attach Helpdesk to any persona and start running workflows. The free Starter plan includes 5,000 credits/month.
What Helpdesk actions does Definable expose?
Definable exposes all 14 Helpdesk actions as callable tools — including `List Agents`, `List Canned Responses`, `List Custom Fields`, plus 11 more. Each tool gets a typed parameter schema so personas know exactly how to call it.
Ready to automate with Helpdesk?
Wire it up in minutes. No coding required.