Freshdesk
Arcade.dev LLM tools for Freshdesk customer support
0.1.1Freshdesk is a customer support platform; this toolkit lets LLM agents read and write Freshdesk data — tickets, contacts, companies, agents, groups, and the knowledge base — without a human clicking through the UI.
Capabilities
- Ticket lifecycle — create, read, update, merge, reply publicly, and add private internal notes to tickets; search the queue by status, priority, requester, agent, group, tag, type, or recency.
- Contact & company management — create or update contacts and company accounts; search and retrieve individual records; handle stale or missing IDs gracefully via not-found envelopes rather than hard errors.
- Customer context assembly — retrieve a requester's contact record, company, and full ticket history in a single call (
GetCustomerOverview) instead of three separate lookups. - Routing support — list agents (filterable by email) and groups to assign or escalate tickets to the right team.
- Knowledge base — search published solution articles by term and read full article content by ID.
- Account verification — confirm the active API key and connected domain with
WhoAmI.
Secrets
This toolkit requires two secrets configured in Arcade:
-
FRESHDESK_API_KEY— A per-agent or per-account API key that authenticates all requests. Obtain it from your Freshdesk portal: go to Profile Settings → API Key (top-right avatar menu). The key is scoped to the permissions of the agent account it belongs to; use an admin account's key if the toolkit needs to manage agents, groups, or perform bulk operations. See Freshdesk API authentication docs for details. -
FRESHDESK_DOMAIN— Your Freshdesk subdomain (e.g.,yourcompanyif your helpdesk URL ishttps://yourcompany.freshdesk.com). This is not a credential but must be supplied so the toolkit knows which Freshdesk instance to target. Find it in the address bar when logged into your Freshdesk account.
Configure both secrets in the Arcade dashboard or via the Arcade secrets API. See the Arcade secrets guide and manage secrets at https://api.arcade.dev/dashboard/auth/secrets.
Available tools(19)
| Tool name | Description | Secrets | |
|---|---|---|---|
Add an internal private note to a ticket that the requester cannot see. | 2 | ||
Create a new company account or update an existing one. To create, omit company_id and
provide a name; link a contact to the result by passing its id as a contact's company. | 2 | ||
Create a new contact or update an existing one. To create, omit contact_id and
provide a name plus at least one of email, phone, or mobile. | 2 | ||
Open a ticket on a customer's behalf. Requires a subject, a description, and a
requester identified by email or id. | 2 | ||
Read a single knowledge base article's full content by id.
A missing id returns a not-found envelope (``found`` false) rather than raising, so a
stale or guessed id can be recovered from within the same turn. | 2 | ||
Read a single company's details by id.
A missing id returns a not-found envelope (``found`` false) rather than raising, so a
stale or guessed id can be recovered from within the same turn. | 2 | ||
Read a single contact's details by id.
A missing id returns a not-found envelope (``found`` false) rather than raising, so a
stale or guessed id can be recovered from within the same turn. | 2 | ||
Assemble one requester's full context — their contact record, their company, and their
tickets — in a single call instead of three separate lookups.
Identify the requester by contact_id or email; a missing requester returns a not-found
envelope rather than raising, so a stale id or wrong email can be recovered in the same turn. | 2 | ||
Read a ticket together with its full public-reply and private-note history.
A missing id returns a not-found envelope (``found`` false) rather than raising, so a
stale or guessed id can be recovered from within the same turn. | 2 | ||
List the helpdesk's agents, optionally filtered to one email, for routing tickets. | 2 | ||
List the helpdesk's groups for routing tickets to a team. | 2 | ||
Merge duplicate tickets into one. Use this to consolidate related tickets from the same
requester so the conversation lives in a single place; the secondary tickets are closed. | 2 | ||
Post a public reply on a ticket that the requester can see. | 2 | ||
Search the knowledge base for published solution articles matching a term. | 2 | ||
Find companies by name. Match is by name prefix; use the full name for an exact hit.
Returns lightweight summaries without the company note; read a single company by id for
its full detail. | 2 | ||
Find contacts by name, exact email, or company. With no filters, returns recent
contacts.
Combining a name with a company scans up to the company's first 1000 contacts and matches the
name among them; at a company with more contacts than that, a name match recorded beyond the
scan may not appear. | 2 | ||
Find tickets in the queue by status, priority, requester, agent, group, tag,
type, or recency. With no filters, returns the most recently updated tickets.
Pass requester_id (or requester_email) to pull one customer's full ticket history;
other filters then refine that requester's tickets. A just-created ticket may take a
moment to appear here while Freshdesk indexes it. | 2 | ||
Change a ticket's status, priority, assignee, or group. Fields left unset are
unchanged; at least one field must be provided. | 2 | ||
Return the authenticated Freshdesk agent's profile.
Use this to verify the configured API key and confirm which Freshdesk account
(domain) the tools are connected to; it is not a required preamble to the other tools. | 2 |