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Freshdesk is a customer support platform that lets your agents create, update, retrieve, and reply to helpdesk tickets directly from within Lyzr Agent Studio.

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Setup

  1. In Agent Studio, go to Tools → Freshdesk → Connect
  2. Paste your API key from the Freshdesk dashboard
  3. Your Freshdesk account is now connected and ready to use

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Available actions

ActionDescription
FRESHDESK_CREATE_TICKETCreates a new support ticket in Freshdesk with the specified subject, description, and optional metadata such as priority, status, and assignee.
FRESHDESK_DELETE_TICKETPermanently deletes an existing ticket from Freshdesk by ticket ID.
FRESHDESK_GET_TICKETSRetrieves a filtered and paginated list of tickets from Freshdesk based on criteria such as status, priority, agent, or requester email.
FRESHDESK_LIST_ALL_TICKETSLists all tickets in the connected Freshdesk account without any filters applied.
FRESHDESK_REPLY_TICKETPosts a reply to an existing ticket, with optional CC and BCC recipients and file attachments.
FRESHDESK_UPDATE_TICKETUpdates the fields of an existing ticket such as status, priority, assignee, tags, or custom fields.
FRESHDESK_VIEW_TICKETFetches the full details of a single ticket by its ID.

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Adding to an agent

  1. Open your agent in Agent Studio → Agent Builder
  2. Go to Tools and enable Freshdesk
  3. Select only the actions your agent needs
  4. Set auth mode: Shared (agent acts on one account) or Per-user (each end-user connects their own account)

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Example use cases

Automated ticket creation from inbound requests When a customer submits a request through a chat interface or form, an agent can automatically call FRESHDESK_CREATE_TICKET to open a ticket with the correct priority and assignment, eliminating manual data entry for support staff. Intelligent ticket triage and status updates An agent can use FRESHDESK_GET_TICKETS to fetch open tickets, analyze their content, and then call FRESHDESK_UPDATE_TICKET to reassign or reprioritize them based on urgency, keeping queues organized without human intervention. Automated follow-up replies After detecting that a ticket has gone unanswered for a set period, an agent can use FRESHDESK_REPLY_TICKET to send a proactive follow-up to the customer, improving response times and customer satisfaction.