Freshdesk Connector

Connect Zenmako to Freshdesk to manage support tickets, contacts, and agents. This enables AI to view and update tickets, track conversations, manage customer contacts, and help streamline your support operations.

Getting Your Credentials

Freshdesk uses an API key for authentication along with your Freshdesk domain.

API Key

  • Log in to your Freshdesk account
  • Click your profile picture in the top right corner
  • Select Profile Settings
  • Your API Key is displayed in the right sidebar under "Your API Key"
  • Copy the API key

    • The API key has the same permissions as your Freshdesk account, so it can access all tickets, contacts, and other data you have access to.

    Domain

    Your Freshdesk domain is the subdomain you use to access Freshdesk. For example, if you access Freshdesk at https://yourcompany.freshdesk.com, your domain is yourcompany.freshdesk.com.

    Connecting Freshdesk

  • Navigate to the Connections page in Zenmako
  • Click Add Connection and select Freshdesk
  • Enter your credentials:
    • - API Key: Paste the API key from your profile settings - Domain: Enter your Freshdesk domain (e.g., yourcompany.freshdesk.com)
  • Click Save
  • Click Test Connection to verify the setup works

    • If the test succeeds, your Freshdesk connection is ready to use.

    Available Actions

    Ticket Management

    ActionDescription
    listTicketsList tickets from Freshdesk with optional filters (filter, updated_since, order_by, order_type, per_page, page)
    getTicketGet a specific ticket by ID from Freshdesk
    createTicketCreate a new ticket in Freshdesk with subject, description, and optional fields
    updateTicketUpdate an existing ticket in Freshdesk (status, priority, assignee, etc.)
    searchTicketsSearch tickets in Freshdesk using a query string
    replyTicketSend a reply to a ticket (visible to customer)
    addNoteAdd an internal note to a ticket (not visible to customer)
    listConversationsList all conversations (replies and notes) for a ticket

    Contact Management

    ActionDescription
    listContactsList contacts (customers) from Freshdesk with optional filters
    getContactGet a specific contact by ID from Freshdesk
    createContactCreate a new contact (customer) in Freshdesk
    updateContactUpdate an existing contact in Freshdesk
    searchContactsSearch contacts in Freshdesk using a query string

    Agent and Group Management

    ActionDescription
    listAgentsList all agents (team members) from Freshdesk
    getCurrentAgentGet information about the currently authenticated agent
    listGroupsList all support groups from Freshdesk

    Example Prompts

    Try these prompts to interact with your Freshdesk data:

  • "Show me all open tickets in Freshdesk"
  • "Get the details and conversation history for ticket #1234"
  • "Create a new ticket for customer support@example.com about a billing issue"
  • "Add an internal note to ticket #5678 saying we are waiting for the engineering team"
  • "Search for all tickets from john@example.com"

    • Common Issues

    "Invalid API key" or "Unauthorized" error

    This typically means your API key is invalid or your domain is incorrect. Solutions:

  • Verify you copied the complete API key without extra spaces
  • Check that your domain is entered correctly (e.g., yourcompany.freshdesk.com, not just yourcompany)
  • Ensure your Freshdesk account has API access enabled

    • Tickets or contacts not appearing in results

    Freshdesk API results are paginated and may be filtered by default. Solutions:

  • Use the search actions to find specific records by email or other criteria
  • Check if tickets are filtered by status (e.g., only showing open tickets)
  • Increase the per_page parameter to retrieve more results at once