Freshdesk Automation

Core Workflows

1. Create and Manage Tickets

When to use: User wants to create a new support ticket, update an existing ticket, or view ticket details.

Tool sequence:

1. FRESHDESK_SEARCH_CONTACTS - Find requester by email to get requester_id [Optional]
2. FRESHDESK_LIST_TICKET_FIELDS - Check available custom fields and statuses [Optional]
3. FRESHDESK_CREATE_TICKET - Create a new ticket with subject, description, requester info [Required]
4. FRESHDESK_UPDATE_TICKET - Modify ticket status, priority, assignee, or other fields [Optional]
5. FRESHDESK_VIEW_TICKET - Retrieve full ticket details by ID [Optional]

Key parameters for FRESHDESK_CREATE_TICKET:

• subject: Ticket subject (required)
• description: HTML content of the ticket (required)
• email: Requester email (at least one requester identifier required)
• requester_id: User ID of requester (alternative to email)
• status: 2=Open, 3=Pending, 4=Resolved, 5=Closed (default 2)
• priority: 1=Low, 2=Medium, 3=High, 4=Urgent (default 1)
• source: 1=Email, 2=Portal, 3=Phone, 7=Chat (default 2)
• responder_id: Agent ID to assign the ticket to
• group_id: Group to assign the ticket to
• tags: Array of tag strings
• custom_fields: Object with cf_<field_name> keys

Pitfalls:

• At least one requester identifier is required: requester_id, email, phone, facebook_id, twitter_id, or unique_external_id
• If phone is provided without email, then name becomes mandatory
• description supports HTML formatting
• attachments field expects multipart/form-data format, not file paths or URLs
• Custom field keys must be prefixed with cf_ (e.g., cf_reference_number)
• Status and priority are integers, not strings

2. Search and Filter Tickets

When to use: User wants to find tickets by status, priority, date range, agent, or custom fields.

Tool sequence:

1. FRESHDESK_GET_TICKETS - List tickets with simple filters (status, priority, agent) [Required]
2. FRESHDESK_GET_SEARCH - Advanced ticket search with query syntax [Required]
3. FRESHDESK_VIEW_TICKET - Get full details for specific tickets from results [Optional]
4. FRESHDESK_LIST_TICKET_FIELDS - Check available fields for search queries [Optional]

Key parameters for FRESHDESK_GET_TICKETS:

• status: Filter by status integer (2=Open, 3=Pending, 4=Resolved, 5=Closed)
• priority: Filter by priority integer (1-4)
• agent_id: Filter by assigned agent
• requester_id: Filter by requester
• email: Filter by requester email
• created_since: ISO 8601 timestamp
• page / per_page: Pagination (default 30 per page)
• sort_by / sort_order: Sort field and direction

Key parameters for FRESHDESK_GET_SEARCH:

• query: Query string like "status:2 AND priority:3" or "(created_at:>'2024-01-01' AND tag:'urgent')"
• page: Page number (1-10, max 300 total results)

Pitfalls:

• FRESHDESK_GET_SEARCH query must be enclosed in double quotes
• Query string limited to 512 characters
• Maximum 10 pages (300 results) from search endpoints
• Date fields in queries use UTC format YYYY-MM-DD
• Use null keyword to find tickets with empty fields (e.g., "agent_id:null")
• FRESHDESK_LIST_ALL_TICKETS takes no parameters and returns all tickets (use GET_TICKETS for filtering)

3. Reply to and Add Notes on Tickets

When to use: User wants to send a reply to a customer, add internal notes, or view conversation history.

Tool sequence:

1. FRESHDESK_VIEW_TICKET - Verify ticket exists and check current state [Prerequisite]
2. FRESHDESK_REPLY_TO_TICKET - Send a public reply to the requester [Required]
3. FRESHDESK_ADD_NOTE_TO_TICKET - Add a private or public note [Required]
4. FRESHDESK_LIST_ALL_TICKET_CONVERSATIONS - View all messages and notes on a ticket [Optional]
5. FRESHDESK_UPDATE_CONVERSATIONS - Edit an existing note [Optional]

Key parameters for FRESHDESK_REPLY_TO_TICKET:

• ticket_id: Ticket ID (integer, required)
• body: Reply content, supports HTML (required)
• cc_emails / bcc_emails: Additional recipients (max 50 total across to/cc/bcc)
• from_email: Override sender email if multiple support emails configured
• user_id: Agent ID to reply on behalf of

Key parameters for FRESHDESK_ADD_NOTE_TO_TICKET:

• ticket_id: Ticket ID (integer, required)
• body: Note content, supports HTML (required)
• private: true for agent-only visibility, false for public (default true)
• notify_emails: Only accepts agent email addresses, not external contacts

Pitfalls:

• There are two reply tools: FRESHDESK_REPLY_TO_TICKET (more features) and FRESHDESK_REPLY_TICKET (simpler); both work
• FRESHDESK_ADD_NOTE_TO_TICKET defaults to private (agent-only); set private: false for public notes
• notify_emails in notes only accepts agent emails, not customer emails
• Only notes can be edited via FRESHDESK_UPDATE_CONVERSATIONS; incoming replies cannot be edited

4. Manage Contacts and Companies

When to use: User wants to create, search, or manage customer contacts and company records.

Tool sequence:

1. FRESHDESK_SEARCH_CONTACTS - Search contacts by email, phone, or company [Required]
2. FRESHDESK_GET_CONTACTS - List contacts with filters [Optional]
3. FRESHDESK_IMPORT_CONTACT - Bulk import contacts from CSV [Optional]
4. FRESHDESK_SEARCH_COMPANIES - Search companies by custom fields [Required]
5. FRESHDESK_GET_COMPANIES - List all companies [Optional]
6. FRESHDESK_CREATE_COMPANIES - Create a new company [Optional]
7. FRESHDESK_UPDATE_COMPANIES - Update company details [Optional]
8. FRESHDESK_LIST_COMPANY_FIELDS - Check available company fields [Optional]

Key parameters for FRESHDESK_SEARCH_CONTACTS:

• query: Search string like "email:'[email protected]'" (required)
• page: Pagination (1-10, max 30 per page)

Key parameters for FRESHDESK_CREATE_COMPANIES:

• name: Company name (required)
• domains: Array of domain strings for auto-association with contacts
• health_score: "Happy", "Doing okay", or "At risk"
• account_tier: "Basic", "Premium", or "Enterprise"
• industry: Standard industry classification

Pitfalls:

• FRESHDESK_SEARCH_CONTACTS requires exact matches; partial/regex searches are not supported
• FRESHDESK_SEARCH_COMPANIES cannot search by standard name field; use custom fields or created_at
• Company custom fields do NOT use the cf_ prefix (unlike ticket custom fields)
• domains on companies enables automatic contact-to-company association by email domain
• Contact search queries require string values in single quotes inside double-quoted query

Common Patterns

ID Resolution

Always resolve display values to IDs before operations:

• Requester email -> requester_id: FRESHDESK_SEARCH_CONTACTS with "email:'[email protected]'"
• Company name -> company_id: FRESHDESK_GET_COMPANIES and match by name (search by name not supported)
• Agent name -> agent_id: Not directly available; use agent_id from ticket responses or admin configuration

Pagination

Freshdesk uses page-based pagination:

• FRESHDESK_GET_TICKETS: page (starting at 1) and per_page (max 100)
• FRESHDESK_GET_SEARCH: page (1-10, 30 results per page, max 300 total)
• FRESHDESK_SEARCH_CONTACTS: page (1-10, 30 per page)
• FRESHDESK_LIST_ALL_TICKET_CONVERSATIONS: page and per_page (max 100)

Known Pitfalls

ID Formats

• Ticket IDs, contact IDs, company IDs, agent IDs, and group IDs are all integers
• There are no string-based IDs in Freshdesk

Rate Limits

• Freshdesk enforces per-account API rate limits based on plan tier
• Bulk operations should be paced to avoid 429 responses
• Search endpoints are limited to 300 total results (10 pages of 30)

Parameter Quirks

• Status values: 2=Open, 3=Pending, 4=Resolved, 5=Closed (integers, not strings)
• Priority values: 1=Low, 2=Medium, 3=High, 4=Urgent (integers, not strings)
• Source values: 1=Email, 2=Portal, 3=Phone, 7=Chat, 9=Feedback Widget, 10=Outbound Email
• Ticket custom fields use cf_ prefix; company custom fields do NOT
• description in tickets supports HTML formatting
• Search query strings must be in double quotes with string values in single quotes
• FRESHDESK_LIST_ALL_TICKETS returns all tickets with no filter parameters

Response Structure

• Ticket details include nested objects for requester, assignee, and conversation data
• Search results are paginated with a maximum of 300 results across 10 pages
• Conversation lists include both replies and notes in chronological order

Quick Reference

When to Use

This skill is applicable to execute the workflow or actions described in the overview.

Limitations

• Use this skill only when the task clearly matches the scope described above.
• Do not treat the output as a substitute for environment-specific validation, testing, or expert review.
• Stop and ask for clarification if required inputs, permissions, safety boundaries, or success criteria are missing.