> ## Documentation Index
> Fetch the complete documentation index at: https://docs.threetone.in/llms.txt
> Use this file to discover all available pages before exploring further.

# Freshdesk

> Prepare ticket lookup and reviewed support-note actions with account permissions and clear reply visibility.

Start a Freshdesk integration design with ticket lookup and a drafted internal note. Keep customer-facing replies as a separate action with explicit review.

<Note>
  There is no current native Freshdesk connector. You can prepare a credential and tool contract, but this guide does not enable a live support workflow.
</Note>

## Prepare the ticket workflow

You need a Freshdesk account owner, an approved test ticket, and an agreed list of fields that may enter agent context.

<Steps>
  <Step title="Choose restricted account access" id="freshdesk-access">
    Freshdesk's [API documentation](https://developers.freshdesk.com/api/) describes Basic authentication using the API key as the username and a dummy password. The underlying account's permissions still apply. Choose an account whose ticket access matches the task and keep its key in the supported [auth-connection workflow](/agents-platform/configure/authentication/auth-connections).
  </Step>

  <Step title="Define a small ticket result" id="freshdesk-ticket-result">
    Resolve the exact ticket ID and account before returning its subject, status, and permitted conversation excerpts. Exclude attachments and unrelated requester details unless needed. Separate lookup permission from permission to add a note or reply.
  </Step>

  <Step title="Review the proposed note" id="freshdesk-note-review">
    Show the ticket, text, and visibility before submission. Distinguish an internal note from a public reply. If the eventual request times out, inspect the ticket's recent activity before retrying; do not create duplicate notes from an uncertain result.
  </Step>
</Steps>

Use [tool authoring](/agents-platform/configure/tools/overview) to document the intended action and error response. Saving the definition does not authenticate to Freshdesk or prove runtime availability.

## Frequently asked questions

<AccordionGroup>
  <Accordion title="Can one broad API key be limited by a prompt?" id="faq-freshdesk-permissions">No. Enforce ticket and action restrictions in the provider account and your service. Prompt instructions cannot reduce the credential's actual access.</Accordion>
  <Accordion title="What should happen when a ticket is unavailable?" id="faq-freshdesk-missing-ticket">Report that the lookup could not be completed. Do not infer that the ticket was deleted or create a replacement ticket without a separate decision.</Accordion>
</AccordionGroup>


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