Freshdesk
Service domainCUSTOMER SUPPORT
Arcade Optimized
Arcade.dev LLM tools for Freshdesk customer support
Author:Arcade
Version:
3.0.1Auth:No authentication required
19tools
19require secrets
Freshdesk is a customer support helpdesk. This toolkit lets agents work tickets, contacts, companies, and knowledge base articles through the Freshdesk REST API.
Capabilities
- Tickets: find tickets by status, priority, requester, agent, group, tag, type, or recency; read a ticket with its full reply and note history; open, update, and merge tickets; and post public replies or private notes.
- Contacts and companies: search contacts and companies, read one by ID, and create or update them.
- Customer context: get a requester's contact record, company, and tickets in one call.
- Knowledge base: search published solution articles and read an article's full content.
- Routing: list agents and groups for assigning tickets.
- Connection check: confirm which Freshdesk agent and domain the configured API key belongs to.
Lookups by ID return a not-found result instead of an error, so an agent can recover from a stale ID in the same turn.
Secrets
FRESHDESK_API_KEY: the API key of the Freshdesk agent the tools act as. In Freshdesk, open Profile Settings from your avatar and copy Your API Key. The key has that agent's permissions, so use an agent that can access everything your workflows touch. See how to find your API key.FRESHDESK_DOMAIN: your Freshdesk account's subdomain, the<subdomain>inhttps://<subdomain>.freshdesk.com(for example,acme).
Store both secrets in Arcade as described in the Arcade secrets docs, or manage them in the Arcade dashboard.
Available tools(19)
19 of 19 tools
Operations
Behavior
| Tool name | Description | Secrets | |
|---|---|---|---|
Add an internal private note to a ticket that the requester cannot see. | 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 | ||
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 | ||
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 | ||
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 | ||
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 | ||
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 |
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