Freshdesk setup guide

Agents read tickets and conversations and draft or send replies to your customers.

Ways to connect

Company admins connect apps, on the Integrations page in Everdeck: open Freshdesk, choose one of the ways below, follow its steps and fill in its fields. Everdeck checks what you enter before it saves anything, and asks you to confirm it’s you (your second factor) before you type any secret. How connecting works.

API key

API key.

1. Sign in to Freshdesk as the agent the AI employee should act as. Replies and notes are sent as this agent and it can do only what the agent's role allows, so a dedicated agent seat with a suitable role works best.
2. Click your profile picture (top right) and choose Profile settings.
3. Click View API key, complete the captcha and copy the key into the form. The key appears only for verified agents.
4. Enter your Freshdesk subdomain. The API works only on the yourcompany.freshdesk.com address, not on a custom domain.

Field	What to enter
Freshdesk subdomain (the part before .freshdesk.com)	Text. For example yourcompany.
API key	A secret: Everdeck saves it encrypted and never shows it again. Where to find it.

Disconnecting deletes the credentials Everdeck saved, but Everdeck can't revoke them: the key, token or password itself keeps working at Freshdesk until you delete or rotate it there.

What agents can do

An agent uses an action only when its charter grants it, on the agent’s Tools tab, where you choose whether each one runs by itself (Auto), asks first or never runs. Each action has a risk tier: tier 3 actions, which customers or the public see, ask first unless you choose otherwise, and tier 4 actions (money, deleting things, access) always need a person. How tools and tiers work.

Actions marked Reads outside content return things people outside your company may have written. Agents treat what they read as information, never as instructions, and their riskier actions later in the same session need approval.

• Search ticketsTier 0 · ReadReads outside contentfreshdesk_search_tickets

  Filter tickets by field values, 30 per page, up to 10 pages. Returns id, subject, status, priority, requester, agent, group, tags, type, due date and timestamps. Updates take a few minutes to be indexed. Status: 2 open, 3 pending, 4 resolved, 5 closed. Priority: 1 low, 2 medium, 3 high, 4 urgent.

• List recent ticketsTier 0 · ReadReads outside contentfreshdesk_list_tickets

  List tickets newest-updated first, optionally only those updated since a time or from one requester or company. Without updated_since, only tickets created in the last 30 days are listed.

• Read a ticketTier 0 · ReadReads outside contentfreshdesk_get_ticket

  Read one ticket with its first message as text and the requester's name and email. Use list_conversations for replies and notes.

• Read a ticket's conversationTier 0 · ReadReads outside contentfreshdesk_list_conversations

  List a ticket's replies and notes, oldest first, 30 per page: text, whether it came from the customer, whether it is private, sender and recipients.

• Create a ticketTier 3 · Externalfreshdesk_create_ticket

  Create a ticket for a requester (a new contact is added if the email is unknown). Freshdesk's "New Ticket Created" notification normally emails the requester.

• Update a ticketTier 2 · ReversibleReads outside contentfreshdesk_update_ticket

  Change status (open, pending or a custom status), priority, type, group, assigned agent, tags or custom fields. To resolve or close, use resolve_ticket. tags replaces the whole tag list.

• Resolve or close a ticketTier 3 · Externalfreshdesk_resolve_ticket

  Mark a ticket resolved (4) or closed (5). Freshdesk's requester notifications for solved and closed tickets normally email the customer.

• Reply to the customerTier 3 · ExternalReads outside contentfreshdesk_reply_to_ticket

  Email a reply to the requester from the ticket's support address, as the connected agent. For email and portal tickets; web chat and mobile SDK tickets are not supported.

• Add a private noteTier 2 · ReversibleReads outside contentfreshdesk_add_note

  Add a private note that only agents can see.

• Find contactsTier 0 · ReadReads outside contentfreshdesk_find_contacts

  Look up contacts by exact email, phone or mobile number, or list a company's contacts.

• Search solution articlesTier 0 · ReadReads outside contentfreshdesk_search_solutions

  Search the knowledge base by keyword. Returns title, folder, category, status (1 draft, 2 published), folder visibility (1 everyone, 2 logged-in users, 3 agents only, 4 selected companies, 5 bots, 6 and 7 selected segments) and the article text. Quote only published articles in folders customers can see.

• List groupsTier 0 · ReadReads outside contentfreshdesk_list_groups

  List agent groups with their ids, for routing tickets with update_ticket.

Testing, problems and disconnecting

Everdeck checks the connection when you save it. On the connection’s page in Integrations, Test checks it again at any time.

If Freshdesk later refuses the connection, for example because a key was deleted or a sign-in expired, the connection shows Needs attention on the Integrations page and the people who manage connections are told. Agents can’t use it until a company admin fixes it with Edit.

To stop agents using Freshdesk, open the connection and select Disconnect. Agents stop using it at once and its saved credentials are deleted. What else happens depends on how it was connected: each way above says.