Freshdesk
for LuumenAI
Read, update, and file Freshdesk tickets and changes from the work itself.
Bring Freshdesk tickets and changes into the work itself. LuumenAI reads the ticket, pulls the linked configuration items, follows the matching runbook, and writes back what it did — with change requests drafted from the plan and updates posted only after a human approves them.
The Freshdesk toolbox
177 tools: 83 read, 94 write. Reads answer instantly. Writes require approval by default. Everything is logged.
- ReadCurrently Authenticated AgentRetrieve profile information for the currently authenticated agent.
- ReadExport ContactsInitiate an asynchronous export of contacts from Freshdesk to CSV file.
- ReadGet AccountView Freshdesk account information.
- ReadGet AgentRetrieve detailed information about a specific agent by ID.
- ReadGet Agent AvailabilityRetrieve availability information for a specific agent.
- ReadSearch Agents AutocompleteSearch for agents using autocomplete functionality in Freshdesk.
- ReadGet Business HoursRetrieves all business hours configurations from Freshdesk.
- ReadGet Canned Response FoldersRetrieve all canned response folders from Freshdesk.
- ReadGet CompaniesRetrieve all companies from a Freshdesk account with pagination support.
- ReadGet CompanyRetrieve detailed information about a specific company by ID.
- ReadGet Company FieldsRetrieve all company fields configured in Freshdesk.
- ReadGet ContactRetrieve detailed information about a specific contact by ID.
- ReadGet Contact FieldsRetrieve all contact fields configured in Freshdesk.
- ReadGet ContactsRetrieve all contacts from a Freshdesk account.
- ReadGet Discussion CategoryView details of a specific forum category in Freshdesk.
- ReadView Discussion TopicRetrieve detailed information about a specific discussion topic by ID.
- ReadGet Email MailboxRetrieve detailed information about a specific email mailbox by ID.
- ReadGet Folder ResponsesRetrieve all canned responses within a specific folder in Freshdesk.
- ReadGet Imported ContactsRetrieve details of all contact import operations in Freshdesk.
- ReadGet JobView the status of a bulk job operation.
- ReadList All Scenario AutomationsList all scenario-based automations in Freshdesk.
- ReadFilter TicketsSearch and filter tickets in Freshdesk using flexible query syntax.
- ReadGet TicketsRetrieves a list of tickets from Freshdesk.
- ReadGet Ticket Time EntriesRetrieve all time entries for a specific ticket in Freshdesk.
- ReadGet Ticket User AccessRetrieve agent access information for a specific ticket in Freshdesk.
- ReadGet Translated Solution CategoryView a translated solution category in Freshdesk.
- ReadList Admin GroupsList all admin groups in Freshdesk.
- ReadList All Agents in a GroupRetrieve all agents associated with a specific group in Freshdesk.
- ReadList All Sections for a Ticket FieldRetrieve all dynamic sections for a specific ticket field in Freshdesk.
- ReadList All SkillsRetrieve all skills configured in Freshdesk account.
- ReadList All Ticket ConversationsRetrieve all conversations of a specific ticket in Freshdesk.
- ReadList Automation RulesList all automation rules for a specific automation type in Freshdesk.
- ReadList All Forum CategoriesRetrieve all forum categories (discussions) from Freshdesk.
- ReadList All Topics in a ForumRetrieve all discussion topics within a specified forum in Freshdesk.
- ReadList Email MailboxesRetrieve all email mailbox configurations from Freshdesk account.
- ReadList All Email ConfigsRetrieve all email configurations from a Freshdesk account.
- ReadList Forums in CategoryRetrieve all forums within a specified category in Freshdesk.
- ReadList Monitored TopicsRetrieve all discussion topics that are monitored/followed by a specific user in Freshdesk.
- ReadList Participated TopicsRetrieve discussion topics that a user has participated in by creating or commenting.
- ReadList All ProductsRetrieve all products configured in Freshdesk account.
- ReadList All RolesRetrieve all roles available in the Freshdesk system with their permissions and details.
- ReadList Satisfaction RatingsRetrieve all customer satisfaction survey ratings from Freshdesk.
- ReadList All SLA PoliciesRetrieve all SLA (Service Level Agreement) policies in Freshdesk.
- ReadList Solution ArticlesRetrieve all solution articles within a specified folder in Freshdesk.
- ReadList Solution CategoriesRetrieve all solution categories in Freshdesk.
- ReadList Solution FoldersRetrieve all folders within a specified solution category in Freshdesk.
- ReadList Translated Category FoldersRetrieve all translated solution folders in a category.
- ReadList Solution SubfoldersList all subfolders within a specific solution folder in Freshdesk.
- ReadList a Specific Section DetailsRetrieve details of a specific section within a ticket field in Freshdesk.
- ReadList All SurveysRetrieve all surveys from a Freshdesk account.
- ReadList All Ticket FieldsList all ticket fields configured in Freshdesk.
- ReadList Ticket FormsRetrieve all ticket forms from Freshdesk.
- ReadList Ticket Satisfaction RatingsList all satisfaction ratings of a ticket.
- ReadList Ticket WatchersList all watchers subscribed to a specific Freshdesk ticket.
- ReadList Time EntriesRetrieve all time entries from Freshdesk with optional filtering by company, agent, execution time range, and billable status.
- ReadList Topic Comments (Paginated)List all comments on a specific discussion topic with pagination support.
- ReadList Translated Solution ArticlesView all translated solution articles in a folder for a specific language.
- ReadList Translated SubfoldersList all translated subfolders within a parent folder in Freshdesk.
- ReadSearch AgentsSearch and filter agents in Freshdesk.
- ReadSearch CompaniesSearch and filter companies in Freshdesk using query strings with custom fields.
- ReadSearch Companies AutocompleteSearch for companies using autocomplete functionality in Freshdesk.
- ReadSearch ContactsSearch and filter contacts in Freshdesk using query-based search.
- ReadSearch Contacts AutocompleteSearch for contacts using autocomplete functionality in Freshdesk.
- ReadSearch Solution ArticlesSearch solution articles in Freshdesk knowledge base by keyword.
- ReadView a Canned ResponseView details of a specific canned response in Freshdesk.
- ReadView Automation RuleView details of a specific automation rule in Freshdesk.
- ReadView a Business HourRetrieve a specific business hour configuration from Freshdesk.
- ReadView a Company FieldRetrieve details of a specific company field by ID.
- ReadView a Contact FieldRetrieve details of a specific contact field by ID.
- ReadView Email Mailbox SettingsRetrieve mailbox settings for the Freshdesk account.
- ReadView Email ConfigView details of a specific email configuration in Freshdesk.
- ReadView GroupView details of a specific admin group in Freshdesk.
- ReadView Automatic BCC EmailsView automatic BCC email addresses configured in Freshdesk.
- ReadView ProductRetrieve detailed information about a specific product by ID.
- ReadView a RoleView detailed information about a specific role by ID.
- ReadView Helpdesk SettingsRetrieve helpdesk settings from Freshdesk.
- ReadView a SkillRetrieve a specific skill from Freshdesk by ID.
- ReadView Solution CategoryView a specific solution category by ID in Freshdesk.
- ReadView Solution FolderView a specific solution folder by ID in Freshdesk.
- ReadView Solution ArticleView a specific solution article by ID in Freshdesk.
- ReadView TicketViews an existing ticket in Freshdesk.
- ReadView a Ticket FieldRetrieve a single ticket field configuration from Freshdesk.
- ReadView a Ticket Form's FieldRetrieve a specific field from a ticket form in Freshdesk.
- WriteAdd Note to TicketAdd a private or public note to an existing ticket in Freshdesk. Approval by default
- WriteAdd Ticket User AccessAdd agent access to a specific ticket in Freshdesk. Approval by default
- WriteAdd Watcher to TicketAdd the authenticated user as a watcher to a Freshdesk ticket. Approval by default
- WriteBulk Unwatch TicketsRemove the authenticated user as a watcher from multiple Freshdesk tickets in bulk. Approval by default
- WriteBulk Update TicketsUpdate multiple tickets simultaneously in bulk. Approval by default
- WriteCancel Contact ImportCancel an ongoing contact import operation in Freshdesk. Approval by default
- WriteCreate Admin GroupCreate a new admin group in Freshdesk. Approval by default
- WriteCreate Admin Ticket FieldCreate a new custom ticket field in Freshdesk. Approval by default
- WriteCreate Admin Ticket Field SectionCreate a new section within a ticket field in Freshdesk. Approval by default
- WriteCreate Multiple AgentsCreate multiple agents in Freshdesk in a single bulk operation. Approval by default
- WriteCreate Canned ResponseCreate a new canned response in Freshdesk. Approval by default
- WriteBulk Create Canned ResponsesCreate multiple canned responses in bulk via asynchronous operation. Approval by default
- WriteCreate Canned Response FolderCreate a new canned response folder in Freshdesk. Approval by default
- WriteCreate CompanyCreate a new company in Freshdesk. Approval by default
- WriteCreate ContactCreate a new contact in Freshdesk. Approval by default
- WriteCreate Contact FieldCreate a new custom contact field in Freshdesk. Approval by default
- WriteCreate Discussion CategoryCreate a new discussion category in Freshdesk forums. Approval by default
- WriteCreate Discussion Forum TopicCreate a new topic in a Freshdesk discussion forum. Approval by default
- WriteCreate Discussion Topic CommentCreate a new comment on a discussion forum topic. Approval by default
- WriteCreate Email MailboxCreate a new email mailbox in Freshdesk. Approval by default
- WriteCreate ForumCreate a new forum within a category in Freshdesk discussions. Approval by default
- WriteCreate SLA PolicyCreate a new SLA (Service Level Agreement) policy in Freshdesk. Approval by default
- WriteCreate Solution ArticleCreate a new solution article in a Freshdesk knowledge base folder. Approval by default
- WriteCreate Solution CategoryCreate a new solution category in Freshdesk's knowledge base. Approval by default
- WriteCreate TicketCreates a new ticket in Freshdesk. Approval by default
- WriteCreate Ticket FormCreate a new ticket form in Freshdesk. Approval by default
- WriteCreate Ticket via Outbound EmailCreate a ticket by sending an outbound email to external recipients. Approval by default
- WriteCreate Ticket Time EntryCreate a time entry for a specific ticket in Freshdesk. Approval by default
- WriteCreate Translated Solution CategoryCreate a translated version of an existing solution category. Approval by default
- WriteDelete Admin GroupDelete an admin group from Freshdesk. Approval by default
- WriteDelete AgentPermanently delete an agent from Freshdesk. Approval by default
- WriteDelete Automation RulePermanently deletes an automation rule from Freshdesk by its type and rule ID. Approval by default
- WriteDelete CompanyPermanently disband a company from Freshdesk. Approval by default
- WriteDelete Company FieldPermanently delete a custom company field from Freshdesk. Approval by default
- WriteDelete ContactSoft delete a contact from Freshdesk. Approval by default
- WriteDelete Contact FieldPermanently delete a custom contact field from Freshdesk. Approval by default
- WriteDelete ConversationPermanently delete a conversation from a ticket in Freshdesk. Approval by default
- WriteDelete Discussion CategoryPermanently deletes a forum discussion category from Freshdesk. Approval by default
- WriteDelete Discussion CommentPermanently delete a comment from a discussion in Freshdesk. Approval by default
- WriteDelete Discussion ForumPermanently delete a discussion forum in Freshdesk. Approval by default
- WriteUnmonitor ForumUnfollow/unmonitor a discussion forum in Freshdesk. Approval by default
- WriteUnmonitor TopicUnfollow/unmonitor a discussion topic in Freshdesk. Approval by default
- WriteDelete Discussion TopicPermanently delete a discussion topic in Freshdesk. Approval by default
- WriteDelete Email MailboxPermanently delete an email mailbox from Freshdesk. Approval by default
- WriteDelete GroupPermanently disband a group from Freshdesk. Approval by default
- WriteDelete Multiple TicketsAsynchronously deletes multiple tickets in bulk. Approval by default
- WriteDelete SectionPermanently delete a section from a ticket field in Freshdesk. Approval by default
- WriteDelete SkillPermanently delete a skill from Freshdesk. Approval by default
- WriteDelete Solution ArticlePermanently delete a solution article and its translated versions in Freshdesk. Approval by default
- WriteDelete Solution CategoryPermanently delete a solution category from Freshdesk's knowledge base. Approval by default
- WriteDelete Solution FolderPermanently delete a solution folder and its translated versions in Freshdesk. Approval by default
- WriteDelete TicketPermanently delete a ticket from Freshdesk. Approval by default
- WriteDelete Ticket FieldPermanently delete a custom ticket field from Freshdesk. Approval by default
- WriteDelete Ticket FormPermanently delete a ticket form from Freshdesk. Approval by default
- WriteDelete Ticket Form FieldPermanently delete a specific field from a ticket form in Freshdesk. Approval by default
- WriteDelete Ticket SummaryDelete the AI-generated summary of a ticket in Freshdesk. Approval by default
- WriteDelete Ticket User AccessRemove all agent access from a specific ticket in Freshdesk. Approval by default
- WriteDelete Time EntryPermanently delete a time entry from Freshdesk. Approval by default
- WriteHard Delete ContactPermanently delete a contact from Freshdesk. Approval by default
- WriteImport ContactImport contacts in bulk from a CSV file to Freshdesk. Approval by default
- WriteUpdate Group AgentsAdd or remove agents in a Freshdesk group. Approval by default
- WriteRemove Watcher from TicketRemove the authenticated user as a watcher from a Freshdesk ticket. Approval by default
- WriteReply to Forward TicketReply to or forward a ticket to external email addresses. Approval by default
- WriteReply to TicketCreate a public reply to an existing support ticket in Freshdesk. Approval by default
- WriteToggle TimerToggle the timer on a time entry to start or stop time tracking. Approval by default
- WriteUpdate Admin GroupUpdate an existing admin-level support agent group in Freshdesk. Approval by default
- WriteUpdate Admin Ticket FieldUpdate an existing ticket field configuration in Freshdesk. Approval by default
- WriteUpdate Admin Ticket Field SectionUpdate a section within a ticket field in Freshdesk. Approval by default
- WriteUpdate AgentUpdate an existing agent's information in Freshdesk. Approval by default
- WriteUpdate Agent AvailabilityUpdate agent availability settings in Freshdesk. Approval by default
- WriteUpdate Automation RuleUpdate an existing automation rule in Freshdesk. Approval by default
- WriteUpdate Canned ResponseUpdate an existing canned response in Freshdesk. Approval by default
- WriteUpdate Canned Response FolderUpdates the name of an existing canned response folder in Freshdesk. Approval by default
- WriteUpdate CompanyUpdate an existing company's information in Freshdesk. Approval by default
- WriteUpdate ContactUpdate an existing contact's information in Freshdesk. Approval by default
- WriteUpdate Contact FieldUpdate a contact field's configuration in Freshdesk. Approval by default
- WriteMake AgentConvert a contact into an agent in Freshdesk. Approval by default
- WriteUpdate ConversationUpdate the content of a conversation note in Freshdesk. Approval by default
- WriteUpdate Discussion CategoryUpdate an existing discussion category in Freshdesk forums. Approval by default
- WriteUpdate Discussion CommentUpdate an existing comment in a discussion forum. Approval by default
- WriteUpdate Discussion ForumUpdate an existing discussion forum in Freshdesk. Approval by default
- WriteUpdate Discussion TopicUpdate an existing discussion topic in Freshdesk. Approval by default
- WriteUpdate Email SettingsUpdate mailbox settings for email handling in Freshdesk. Approval by default
- WriteUpdate Automatic BCC EmailsUpdate automatic BCC email addresses for all ticket communications in Freshdesk. Approval by default
- WriteUpdate SLA PolicyUpdate an existing SLA (Service Level Agreement) policy in Freshdesk. Approval by default
- WriteUpdate Solution CategoryUpdate an existing solution category in Freshdesk. Approval by default
- WriteUpdate Solution FolderUpdate an existing solution folder in Freshdesk knowledge base. Approval by default
- WriteUpdate Solution ArticleUpdate an existing solution article in Freshdesk. Approval by default
- WriteUpdate TicketUpdate an existing ticket in Freshdesk. Approval by default
- WriteBulk Add Watcher to TicketsAdd the authenticated user as a watcher to multiple tickets in a single bulk operation. Approval by default
- WriteUpdate Ticket FormUpdate an existing ticket form in Freshdesk. Approval by default
- WriteUpdate Ticket SummaryUpdate the AI-generated summary of a ticket in Freshdesk. Approval by default
- WriteUpdate Ticket User AccessUpdate agent access to a specific ticket in Freshdesk by adding or removing agents. Approval by default
- WriteUpdate Time EntryUpdate an existing time entry in Freshdesk. Approval by default
One prompt, start to finish
What a governed Freshdesk run looks like inside Luumen.
Questions
How does LuumenAI connect to Freshdesk?
Authorize once with API token. Luumen lists the scopes each action needs before you approve the connection, and credentials never appear in the chat.
Can LuumenAI change things in Freshdesk on its own?
Read actions answer immediately. Anything that writes — add note to ticket, add ticket user access, add watcher to ticket, bulk unwatch tickets, and more — is shown as a plan and requires approval by default, including the 32 actions classified as destructive. Administrators configure that per tool, so you decide exactly which actions can ever run unattended.
Who gets access to the integration?
You decide. Actions are granted per agent, skill, and team, and per environment — production is not staging. Read access can be broad while writes stay narrow.
Is there an audit trail?
Every call to Freshdesk — read or write, approved or declined — is recorded with the actor, the input, and the result, and can be linked to the ticket or change record.
Often connected alongside
All integrations
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