Freshdesk
Arcade.dev LLM tools for Freshdesk customer support
1.0.2Freshdesk toolkit for Arcade connects LLM agents to a Freshdesk helpdesk instance, enabling full customer support workflows — ticket management, contact/company CRM, knowledge base access, and agent/group routing — via 19 tools.
Capabilities
- Ticket lifecycle: Create, read, update, merge, and reply to tickets; post private internal notes; filter and search the queue by status, priority, assignee, group, tag, type, or requester.
- Contact & company CRM: Create or update contacts and companies, search by name/email/company, and retrieve full records by ID. Missing IDs return a structured not-found envelope rather than raising, enabling graceful in-turn recovery.
- Customer context assembly:
GetCustomerOverviewfetches a requester's contact record, company, and full ticket history in a single call instead of three separate lookups. - Knowledge base: Search published solution articles by keyword and read full article content by ID.
- Routing & identity: List agents (filterable by email) and groups for ticket assignment;
WhoAmIverifies the active API key and connected account.
Secrets
This toolkit requires two secrets configured in Arcade.
-
FRESHDESK_API_KEY— A Freshdesk API key that authenticates all requests. Retrieve it from your Freshdesk account by navigating to your Profile Settings (click your avatar → Profile Settings); the API key appears in the right-hand panel. Each agent has their own key; use a key belonging to an agent with sufficient permissions to read and write tickets, contacts, and companies in your helpdesk. See the Freshdesk API authentication docs for details. -
FRESHDESK_DOMAIN— Your Freshdesk subdomain, i.e. the<subdomain>portion ofhttps://<subdomain>.freshdesk.com. This identifies which Freshdesk account the tools connect to. It is the hostname prefix you use to log into Freshdesk — no protocol or trailing slash needed.
Store both secrets in Arcade at https://api.arcade.dev/dashboard/auth/secrets. For general guidance on configuring tool secrets, see https://docs.arcade.dev/en/guides/create-tools/tool-basics/create-tool-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 |