Freshdesk Integration

The Freshdesk integration lets agents create and manage support tickets directly during a conversation. When a caller reports an issue, the agent can open a ticket, check its status, add notes, and close it — all without leaving the call.

Authentication

Freshdesk uses API key authentication. You will need:

Field	Description
API Key	Found in Freshdesk → Profile Settings → API Key
Subdomain	The prefix of your Freshdesk URL. For voisai.freshdesk.com, enter voisai

Installing

1. Go to your project → Integrations → Browse
2. Find Freshdesk Support and click Install
3. In Step 1 — Connect, enter your API Key and Subdomain
4. Select which actions to enable
5. Click Install

tip

After installing, go to the agent editor → Tools tab and attach the Freshdesk tools to your agent. If you reinstall Freshdesk, you must re-attach the new tools — the old tool IDs are no longer valid.

Actions

create_ticket — Create Ticket

Opens a new support ticket in Freshdesk.

Tool reference: {{tool:freshdesk_support_create_ticket}}

Parameters:

Parameter	Required	Description
subject	Yes	One-line summary of the issue
description	Yes	Full details of what the caller reported
requester_email	Yes	Caller's email address

Returns: ticket_id, status, created_at

---

get_ticket — Get Ticket

Retrieves the current status and details of a ticket by ID.

Tool reference: {{tool:freshdesk_support_get_ticket}}

Parameters:

Parameter	Required	Description
ticket_id	Yes	Freshdesk ticket ID

Returns: ticket_id, subject, status, priority

---

update_ticket — Update Ticket

Changes the status or priority of an existing ticket.

Tool reference: {{tool:freshdesk_support_update_ticket}}

Parameters:

Parameter	Required	Description
ticket_id	Yes	Ticket ID to update
status	No	2 = Open, 3 = Pending, 4 = Resolved, 5 = Closed
priority	No	1 = Low, 2 = Medium, 3 = High, 4 = Urgent

---

add_note — Add Note

Adds a private or public note to an existing ticket.

Tool reference: {{tool:freshdesk_support_add_note}}

Parameters:

Parameter	Required	Description
ticket_id	Yes	Ticket ID to add the note to
note_body	Yes	Note content
private	No	true = private agent note (default), false = public reply

Returns: note_id, created_at

---

list_tickets — List Tickets

Lists recent tickets, optionally filtered by requester email.

Tool reference: {{tool:freshdesk_support_list_tickets}}

Parameters:

Parameter	Required	Description
requester_email	No	Filter by caller email
limit	No	Number of tickets to return (default 10, max 100)

Returns: Array of ticket objects

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Using Freshdesk in an agent

Attach the Support Ticket Routing skill to your agent. This skill handles:

• Detecting when a caller is reporting an issue
• Collecting their email and issue description
• Calling {{tool:freshdesk_support_create_ticket}} automatically
• Confirming the ticket ID back to the caller

Support Ticket Routing skill instructions

When a user reports a problem, error, or issue with any service or tool, create a support ticket.

Steps:
1. Ask for the user's email address if not already known.
2. Summarise the issue from the conversation as the ticket description.
3. Use {{tool:freshdesk_support_create_ticket}} to open the ticket with:
   - subject: one-line summary of the issue
   - description: full details of what the user reported
   - requester_email: the user's email (always lowercase)
4. Confirm the ticket ID back to the user: "I've raised ticket #[ID] for you. The support team will follow up shortly."

If the user asks to check an existing ticket:
- Ask for the ticket ID.
- Use {{tool:freshdesk_support_get_ticket}} to retrieve the status and share it.

If the user wants to add more information to an open ticket:
- Use {{tool:freshdesk_support_add_note}} to append the note.

If the user asks to close or resolve their ticket:
- Use {{tool:freshdesk_support_update_ticket}} with status 4 (resolved) or 5 (closed).

If the user asks to see their open tickets:
- Use {{tool:freshdesk_support_list_tickets}} filtered by their email.

Do NOT call the tool the user is reporting a problem with. "I'm having trouble with Google Calendar"
means create a ticket — not call Google Calendar.

Troubleshooting

Ticket not appearing in Freshdesk

1. Check the subdomain — must be just the prefix, e.g. voisai not voisai.freshdesk.com
2. Re-attach tools after reinstall — uninstalling creates new tool IDs; go to the agent editor → Tools tab and re-add them
3. Check logs for SSL handshake failure — this means the subdomain is wrong or doesn't exist as a Freshdesk account

SSL handshake failure

The Freshdesk subdomain doesn't exist or was entered incorrectly. Uninstall and reinstall with the correct subdomain.

401 Unauthorized

The API key is incorrect or was entered with extra spaces. Find it in Freshdesk → click your avatar → Profile Settings → scroll to Your API Key.