- Integrations
- Freshdesk
Freshdesk integration: a handed-off conversation becomes a Freshdesk ticket
Agenola's Freshdesk integration opens a conversation the AI agent cannot resolve as a Freshdesk ticket with the transcript and a handoff note (urgent ones with high priority), reads status back and runs ticket, reply, internal-note and contact operations from flow steps.
How it works
When a customer wants a person, a request is taken and opened in Freshdesk: subject, and in the body the handoff note, the customer's name and contact, the source agent and the transcript. If the agent marked the conversation urgent, the ticket opens with high priority. The requester's email is set only when it is a real email.
The connection uses an API key: there is no OAuth for the Freshdesk API, and Freshworks' OAuth does not cover it. Tickets, replies and notes are written in the name of the agent who owns the key; if that person leaves, the connection breaks, so use a shared support account's key.
Status is read back: when the Requests screen opens, statuses are asked from Freshdesk and reflected in the dashboard.
- Flow steps go beyond n8n's contact and ticket operations: reply or internal note on a ticket, search by email, status, priority and tag, and fetching the conversation thread.
- Status and priority are numbers in Freshdesk; in the step you pick them by name (open, pending, resolved, closed; low, medium, high, urgent).
- One help desk per workspace.
What it does
This list is generated from the same source as the Freshdesk page in the dashboard: if it isn't listed here, we don't do it with Freshdesk. Flow steps live in the flow editor under Add step → Integrations → Freshdesk.
ContactAction · Flow step5
Create contact
Creates a contact in Freshdesk.
Delete contact
Moves the contact to deleted contacts.
Get contact
Reads the contact's name, email and phone.
Get contacts
Returns the first 100 contacts as a list.
Update contact
Changes the name, email or phone.
TicketAction · Flow step8
Create ticket
Opens a ticket for the given email; priority and status default to low and open.
Delete ticket
Moves the ticket to deleted tickets.
Get ticket
Reads the ticket's subject, status and priority.
Get tickets
Returns the 100 most recently updated tickets (optionally by status) as a list.
Get ticket conversation
Returns the ticket's first message, replies and notes as a list, oldest first.
Reply to ticket
Writes a reply to the customer or an internal note, as the agent who connected Freshdesk.
Search tickets
Finds up to 100 tickets by email, status, priority or tag; empty filters are ignored.
Update ticket
Changes the status, priority or tags.
TriggerTrigger · Polling1
Ticket status changed
When the Requests screen opens, statuses are fetched from your help desk; a change made there shows up in the panel too.
Example conversations
Visitor: I was charged twice, this needs fixing today!
Agent: I'm passing the double charge to our team right away, as urgent. Your email?
Visitor: nora@example.com
Behind the scenes: The ticket opens in Freshdesk with high priority; requester nora@example.com, body with the handoff note ("double charge; suggested first step: check the transaction at the payment provider") and the transcript.
Visitor: I opened a ticket earlier, what's its status?
Agent: There is one open ticket on your email: "Return shipping", status pending.
Behind the scenes: The "Search tickets" step lists tickets in Freshdesk by email and status; the agent states the first one's subject and status.
Agent: I've noted your shipping status for our team; they'll continue with you.
Behind the scenes: The "Reply to ticket" step with the internal-note option writes what the agent read onto the Freshdesk ticket; the note appears in the name of the key owner.
Setup
- 1In Freshdesk click your profile picture → Profile settings and copy the key from "Your API Key" on the right. A shared support account's key is more durable.
- 2In Agenola open Integrations → Freshdesk, enter your account address (yourcompany.freshdesk.com) and the key; the connection is tested before saving and the key's permission to open tickets is checked.
- 3Done: requests opened in chat land in Freshdesk. Optionally add Freshdesk steps in the flow editor; tickets and contacts come live from Freshdesk.
Detailed setup: How do I connect Zendesk, Intercom or Freshdesk?
Permissions and where your data goes
- Sent to Freshdesk: the request subject, the handoff note, the customer's name and contact, the source agent, the transcript and the priority; in flow steps the fields you write.
- Read from Freshdesk: the status of forwarded tickets (when the Requests screen opens) and tickets, conversation threads and contacts when a flow step asks.
- The API key is stored encrypted on the server and never shown again; only workspace owners and admins can change the connection.
- Records are written in the name of the key owner; if that agent regenerates their key you reconnect.
Related integrations
See all integrations
Zendesk
Unresolved conversations become Zendesk tickets with the transcript and a handoff note; status is read back.
Gorgias
Handed-off conversations open as email tickets in Gorgias, with internal notes added.
Intercom
Conversations the agent hands off land in your team's Intercom inbox.
Shopify
Answers product, stock and order questions from your store and adds products to the cart.
WooCommerce
Answers product, stock and order questions from your WordPress store.
Frequently asked questions
Why an API key instead of OAuth?
There is no OAuth for the Freshdesk API; Freshworks' OAuth does not cover it. The key is verified before saving, stored encrypted on the server and never shown again.
In which agent's name is the ticket opened?
The key owner's. The requester is the customer (when their email is real); replies and internal notes also appear under the key owner. That is why a shared support account's key is recommended.
How is an urgent ticket told apart?
If the agent marked the conversation urgent (payment, undelivered parcel), the ticket opens in Freshdesk with high priority; the others with normal priority.