Freshdesk

Basic Auth customer_support

Freshdesk

What you can do

Connect this agent connector to let your agent:

Reply tickets — Add a public reply to a ticket conversation
Get ticket — Retrieve details of a specific ticket by ID
Update ticket — Update an existing ticket in Freshdesk
Create ticket, agent, contact — Create a new ticket in Freshdesk
List tickets, roles, agents — Retrieve a list of tickets with filtering and pagination
Delete agent — Delete an agent from Freshdesk

Authentication

This connector uses Basic Auth authentication.

Code examples

Connect a user’s Freshdesk account and make API calls on their behalf — Scalekit handles OAuth and token management automatically.

Don’t worry about your Freshdesk domain in the path. Scalekit automatically resolves {{domain}} from the connected account’s configuration and constructs the full URL for you. For example, if your Freshdesk domain is mycompany.freshdesk.com, a request with path="/v2/agents/me" will be sent to https://mycompany.freshdesk.com/api/v2/agents/me automatically.

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import { ScalekitClient } from '@scalekit-sdk/node';
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import 'dotenv/config';
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const connectionName = 'freshdesk'; // get your connection name from connection configurations
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const identifier = 'user_123';  // your unique user identifier
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// Get your credentials from app.scalekit.com → Developers → Settings → API Credentials
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const scalekit = new ScalekitClient(
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  process.env.SCALEKIT_ENV_URL,
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  process.env.SCALEKIT_CLIENT_ID,
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  process.env.SCALEKIT_CLIENT_SECRET
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);
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const actions = scalekit.actions;
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// Authenticate the user
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const { link } = await actions.getAuthorizationLink({
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  connectionName,
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  identifier,
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});
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console.log('🔗 Authorize Freshdesk:', link);
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process.stdout.write('Press Enter after authorizing...');
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await new Promise(r => process.stdin.once('data', r));
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// Make a request via Scalekit proxy
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const result = await actions.request({
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  connectionName,
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  identifier,
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  path: '/v2/agents/me',
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  method: 'GET',
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});
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console.log(result);

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import scalekit.client, os
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from dotenv import load_dotenv
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load_dotenv()
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connection_name = "freshdesk"  # get your connection name from connection configurations
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identifier = "user_123"     # your unique user identifier
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# Get your credentials from app.scalekit.com → Developers → Settings → API Credentials
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scalekit_client = scalekit.client.ScalekitClient(
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    client_id=os.getenv("SCALEKIT_CLIENT_ID"),
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    client_secret=os.getenv("SCALEKIT_CLIENT_SECRET"),
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    env_url=os.getenv("SCALEKIT_ENV_URL"),
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)
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actions = scalekit_client.actions
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# Authenticate the user
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link_response = actions.get_authorization_link(
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    connection_name=connection_name,
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    identifier=identifier
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)
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# present this link to your user for authorization, or click it yourself for testing
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print("🔗 Authorize Freshdesk:", link_response.link)
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input("Press Enter after authorizing...")
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# Make a request via Scalekit proxy
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result = actions.request(
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    connection_name=connection_name,
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    identifier=identifier,
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    path="/v2/agents/me",
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    method="GET"
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)
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print(result)

Tool list

freshdesk_agent_create Create a new agent in Freshdesk. Email is required and must be unique. Agent will receive invitation email to set up account. At least one role must be assigned. 12 params

Create a new agent in Freshdesk. Email is required and must be unique. Agent will receive invitation email to set up account. At least one role must be assigned.

Name Type Required Description

email string required Email address of the agent (must be unique)

role_ids array required Array of role IDs to assign to the agent (at least one required)

ticket_scope number required Ticket permission level (1=Global Access, 2=Group Access, 3=Restricted Access)

agent_type number optional Type of agent (1=Support Agent, 2=Field Agent, 3=Collaborator)

focus_mode boolean optional Focus mode setting for the agent

group_ids array optional Array of group IDs to assign the agent to

language string optional Language preference of the agent

name string optional Full name of the agent

occasional boolean optional Whether the agent is occasional (true) or full-time (false)

signature string optional Agent email signature in HTML format

skill_ids array optional Array of skill IDs to assign to the agent

time_zone string optional Time zone of the agent

freshdesk_agent_delete Delete an agent from Freshdesk. This action is irreversible and will remove the agent from the system. The agent will no longer have access to the helpdesk and all associated data will be permanently deleted. 1 param

Delete an agent from Freshdesk. This action is irreversible and will remove the agent from the system. The agent will no longer have access to the helpdesk and all associated data will be permanently deleted.

Name Type Required Description

agent_id number required ID of the agent to delete

freshdesk_agents_list Retrieve a list of agents from Freshdesk with filtering options. Returns agent details including IDs, contact information, roles, and availability status. Supports pagination with up to 100 agents per page. 6 params

Retrieve a list of agents from Freshdesk with filtering options. Returns agent details including IDs, contact information, roles, and availability status. Supports pagination with up to 100 agents per page.

Name Type Required Description

email string optional Filter agents by email address

mobile string optional Filter agents by mobile number

page number optional Page number for pagination (starts from 1)

per_page number optional Number of agents per page (max 100)

phone string optional Filter agents by phone number

state string optional Filter agents by state (fulltime or occasional)

freshdesk_contact_create Create a new contact in Freshdesk. Email and name are required. Supports custom fields, company assignment, and contact segmentation. 12 params

Create a new contact in Freshdesk. Email and name are required. Supports custom fields, company assignment, and contact segmentation.

Name Type Required Description

email string required Email address of the contact

name string required Full name of the contact

address string optional Address of the contact

company_id number optional Company ID to associate with the contact

custom_fields object optional Key-value pairs for custom field values

description string optional Description about the contact

job_title string optional Job title of the contact

language string optional Language preference of the contact

mobile string optional Mobile number of the contact

phone string optional Phone number of the contact

tags array optional Array of tags to associate with the contact

time_zone string optional Time zone of the contact

freshdesk_roles_list Retrieve a list of all roles from Freshdesk. Returns role details including IDs, names, descriptions, default status, and timestamps. This endpoint provides information about the different permission levels and access controls available in the Freshdesk system. 0 params

Retrieve a list of all roles from Freshdesk. Returns role details including IDs, names, descriptions, default status, and timestamps. This endpoint provides information about the different permission levels and access controls available in the Freshdesk system.

freshdesk_ticket_create Create a new ticket in Freshdesk. Requires either requester_id, email, facebook_id, phone, twitter_id, or unique_external_id to identify the requester. 14 params

Create a new ticket in Freshdesk. Requires either requester_id, email, facebook_id, phone, twitter_id, or unique_external_id to identify the requester.

Name Type Required Description

cc_emails array optional Array of email addresses to be added in CC

custom_fields object optional Key-value pairs containing custom field names and values

description string optional HTML content of the ticket describing the issue

email string optional Email address of the requester. If no contact exists, will be added as new contact.

group_id number optional ID of the group to which the ticket has been assigned

name string optional Name of the requester

priority number optional Priority of the ticket. 1=Low, 2=Medium, 3=High, 4=Urgent

requester_id number optional User ID of the requester. For existing contacts, can be passed instead of email.

responder_id number optional ID of the agent to whom the ticket has been assigned

source number optional Channel through which ticket was created. 1=Email, 2=Portal, 3=Phone, 7=Chat, 9=Feedback Widget, 10=Outbound Email

status number optional Status of the ticket. 2=Open, 3=Pending, 4=Resolved, 5=Closed

subject string optional Subject of the ticket

tags array optional Array of tags to be associated with the ticket

type string optional Helps categorize the ticket according to different kinds of issues

freshdesk_ticket_get Retrieve details of a specific ticket by ID. Includes ticket properties, conversations, and metadata. 2 params

Retrieve details of a specific ticket by ID. Includes ticket properties, conversations, and metadata.

Name Type Required Description

ticket_id number required ID of the ticket to retrieve

include string optional Additional resources to include (stats, requester, company, conversations)

freshdesk_ticket_update Update an existing ticket in Freshdesk. Note: Subject and description of outbound tickets cannot be updated. 10 params

Update an existing ticket in Freshdesk. Note: Subject and description of outbound tickets cannot be updated.

Name Type Required Description

ticket_id number required ID of the ticket to update

custom_fields object optional Key-value pairs containing custom field names and values

description string optional HTML content of the ticket (cannot be updated for outbound tickets)

group_id number optional ID of the group to which the ticket has been assigned

name string optional Name of the requester

priority number optional Priority of the ticket. 1=Low, 2=Medium, 3=High, 4=Urgent

responder_id number optional ID of the agent to whom the ticket has been assigned

status number optional Status of the ticket. 2=Open, 3=Pending, 4=Resolved, 5=Closed

subject string optional Subject of the ticket (cannot be updated for outbound tickets)

tags array optional Array of tags to be associated with the ticket

freshdesk_tickets_list Retrieve a list of tickets with filtering and pagination. Supports filtering by status, priority, requester, and more. Returns 30 tickets per page by default. 8 params

Retrieve a list of tickets with filtering and pagination. Supports filtering by status, priority, requester, and more. Returns 30 tickets per page by default.

Name Type Required Description

company_id number optional Filter by company ID

email string optional Filter by requester email

filter string optional Filter name (new_and_my_open, watching, spam, deleted)

include string optional Additional resources to include (description, requester, company, stats)

page number optional Page number for pagination (starts from 1)

per_page number optional Number of tickets per page (max 100)

requester_id number optional Filter by requester ID

updated_since string optional Filter tickets updated since this timestamp (ISO 8601)

freshdesk_tickets_reply Add a public reply to a ticket conversation. The reply will be visible to the customer and will update the ticket status if specified. 6 params

Add a public reply to a ticket conversation. The reply will be visible to the customer and will update the ticket status if specified.

Name Type Required Description

body string required HTML content of the reply

ticket_id number required ID of the ticket to reply to

bcc_emails array optional Array of email addresses to BCC on the reply

cc_emails array optional Array of email addresses to CC on the reply

from_email string optional Email address to send the reply from

user_id number optional ID of the agent sending the reply