Freshdesk
Helpdesk tickets. Agents search and read tickets and their conversations, reply to customers, add private notes, triage status, priority, group and tags, and look up contacts and solution articles.
- Category
- Customer support
- Ways to connect
- 1
- Actions for agents
- 12
- Triggers
- 0
Ways to connect
A company admin connects Freshdesk from the Integrations page in Everdeck. Keys, tokens and secrets are encrypted before they're stored, and the connection's Test button checks it works before any agent uses it.
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API key API key
Copy a key or token from Freshdesk and paste it into Everdeck.
What agents can do with Freshdesk
An agent can only use the actions its charter grants. Each action has a risk tier, and the tier decides whether it runs on its own, asks first or always asks a person.
Runs on its own 9
Looking things up, writing to Everdeck's own records and changes one step can undo. Once an agent's charter grants one of these, it runs without asking, unless you set it to Ask first in the charter or one of your approval rules covers it.
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Search tickets Tier 0 · Read Outside content
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.
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List recent tickets Tier 0 · Read Outside content
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.
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Read a ticket Tier 0 · Read Outside content
Read one ticket with its first message as text and the requester's name and email. Use list_conversations for replies and notes.
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Read a ticket's conversation Tier 0 · Read Outside content
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.
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Update a ticket Tier 2 · Reversible Outside content
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.
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Add a private note Tier 2 · Reversible Outside content
Add a private note that only agents can see.
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Find contacts Tier 0 · Read Outside content
Look up contacts by exact email, phone or mobile number, or list a company's contacts.
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Search solution articles Tier 0 · Read Outside content
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.
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List groups Tier 0 · Read Outside content
List agent groups with their ids, for routing tickets with update_ticket.
Asks first 3
Anything a customer or the public sees. By default a charter grants these as Ask first: the agent sends an approval request and waits for a yes. A company admin can switch one to Auto in the charter after confirming with their second factor. Even then, once an agent has read outside content, such as a customer's email, its tier 3 and 4 actions need a person by default for the rest of that session.
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Create a ticket Tier 3 · External
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.
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Resolve or close a ticket Tier 3 · External
Mark a ticket resolved (4) or closed (5). Freshdesk's requester notifications for solved and closed tickets normally email the customer.
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Reply to the customer Tier 3 · External Outside content
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.
Actions marked Outside content return what people outside your company may have written, such as emails or comments. Agents treat it as information to check, never as instructions.
What can start work
Nothing in Freshdesk starts agent work by itself. Agents use it while they work on tasks from the board, from other agents or from the sources on the Intake page.
Work an agent can take on
Examples for apps in Customer support. What an agent does with Freshdesk depends on the actions you grant it.
- Read new tickets or conversations, tag them and draft replies for review.
- Add an internal note that sums up a long conversation before a person takes over.
- Answer common questions from your help articles, after you approve the reply.
Set it up
The Freshdesk setup guide walks through each way to connect: what to set up first and the fields to fill in.
Freshdesk is a separate service with its own terms. Everdeck isn't affiliated with or endorsed by it.
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