Freshdesk connector

1. Install the SDK

   Node.js

   npm install @scalekit-sdk/node

   Python

   pip install scalekit

   Full SDK reference: Node.js | Python

2. Set your credentials

   Add your Scalekit credentials to your .env file. Find values in app.scalekit.com > Developers > API Credentials.

   .env

   SCALEKIT_ENVIRONMENT_URL=<your-environment-url>
   SCALEKIT_CLIENT_ID=<your-client-id>
   SCALEKIT_CLIENT_SECRET=<your-client-secret>

What you can do

Connect this agent connector to let your agent:

• Reply tickets — Add a public reply to a ticket conversation
• Get ticket — Retrieve details of a specific ticket by ID
• Update ticket — Update an existing ticket in Freshdesk
• Create ticket, agent, contact — Create a new ticket in Freshdesk
• List tickets, roles, agents — Retrieve a list of tickets with filtering and pagination
• Delete agent — Delete an agent from Freshdesk

Common workflows

Proxy API call

Don’t worry about your Freshdesk domain in the path. Scalekit automatically resolves {{domain}} from the connected account’s configuration and constructs the full URL for you. For example, if your Freshdesk domain is mycompany.freshdesk.com, a request with path="/v2/agents/me" will be sent to https://mycompany.freshdesk.com/api/v2/agents/me automatically.

Node.js

const result = await actions.request({
  connectionName: 'freshdesk',
  identifier: 'user_123',
  path: '/v2/agents/me',
  method: 'GET',
});
console.log(result);

Python

result = actions.request(
    connection_name='freshdesk',
    identifier='user_123',
    path="/v2/agents/me",
    method="GET",
)
print(result)

Execute a tool

Node.js

const result = await actions.executeTool({
  connector: 'freshdesk',
  identifier: 'user_123',
  toolName: 'freshdesk_agent_create',
  toolInput: {},
});
console.log(result);

Python

result = actions.execute_tool(
    connection_name='freshdesk',
    identifier='user_123',
    tool_name='freshdesk_agent_create',
    tool_input={},
)
print(result)

Tool list

Use the exact tool names from the Tool list below when you call execute_tool. If you’re not sure which name to use, list the tools available for the current user first.

freshdesk_agent_create#Create a new agent in Freshdesk. Email is required and must be unique. Agent will receive invitation email to set up account. At least one role must be assigned.12 params▾

Create a new agent in Freshdesk. Email is required and must be unique. Agent will receive invitation email to set up account. At least one role must be assigned.

NameTypeRequiredDescription

emailstringrequiredEmail address of the agent (must be unique)

role_idsarrayrequiredArray of role IDs to assign to the agent (at least one required)

ticket_scopenumberrequiredTicket permission level (1=Global Access, 2=Group Access, 3=Restricted Access)

agent_typenumberoptionalType of agent (1=Support Agent, 2=Field Agent, 3=Collaborator)

focus_modebooleanoptionalFocus mode setting for the agent

group_idsarrayoptionalArray of group IDs to assign the agent to

languagestringoptionalLanguage preference of the agent

namestringoptionalFull name of the agent

occasionalbooleanoptionalWhether the agent is occasional (true) or full-time (false)

signaturestringoptionalAgent email signature in HTML format

skill_idsarrayoptionalArray of skill IDs to assign to the agent

time_zonestringoptionalTime zone of the agent

freshdesk_agent_delete#Delete an agent from Freshdesk. This action is irreversible and will remove the agent from the system. The agent will no longer have access to the helpdesk and all associated data will be permanently deleted.1 param▾

Delete an agent from Freshdesk. This action is irreversible and will remove the agent from the system. The agent will no longer have access to the helpdesk and all associated data will be permanently deleted.

NameTypeRequiredDescription

agent_idnumberrequiredID of the agent to delete

freshdesk_agents_list#Retrieve a list of agents from Freshdesk with filtering options. Returns agent details including IDs, contact information, roles, and availability status. Supports pagination with up to 100 agents per page.6 params▾

Retrieve a list of agents from Freshdesk with filtering options. Returns agent details including IDs, contact information, roles, and availability status. Supports pagination with up to 100 agents per page.

NameTypeRequiredDescription

emailstringoptionalFilter agents by email address

mobilestringoptionalFilter agents by mobile number

pagenumberoptionalPage number for pagination (starts from 1)

per_pagenumberoptionalNumber of agents per page (max 100)

phonestringoptionalFilter agents by phone number

statestringoptionalFilter agents by state (fulltime or occasional)

freshdesk_contact_create#Create a new contact in Freshdesk. Email and name are required. Supports custom fields, company assignment, and contact segmentation.12 params▾

Create a new contact in Freshdesk. Email and name are required. Supports custom fields, company assignment, and contact segmentation.

NameTypeRequiredDescription

emailstringrequiredEmail address of the contact

namestringrequiredFull name of the contact

addressstringoptionalAddress of the contact

company_idnumberoptionalCompany ID to associate with the contact

custom_fieldsobjectoptionalKey-value pairs for custom field values

descriptionstringoptionalDescription about the contact

job_titlestringoptionalJob title of the contact

languagestringoptionalLanguage preference of the contact

mobilestringoptionalMobile number of the contact

phonestringoptionalPhone number of the contact

tagsarrayoptionalArray of tags to associate with the contact

time_zonestringoptionalTime zone of the contact

freshdesk_roles_list#Retrieve a list of all roles from Freshdesk. Returns role details including IDs, names, descriptions, default status, and timestamps. This endpoint provides information about the different permission levels and access controls available in the Freshdesk system.0 params▾

Retrieve a list of all roles from Freshdesk. Returns role details including IDs, names, descriptions, default status, and timestamps. This endpoint provides information about the different permission levels and access controls available in the Freshdesk system.

freshdesk_ticket_create#Create a new ticket in Freshdesk. Requires either requester_id, email, facebook_id, phone, twitter_id, or unique_external_id to identify the requester.14 params▾

Create a new ticket in Freshdesk. Requires either requester_id, email, facebook_id, phone, twitter_id, or unique_external_id to identify the requester.

NameTypeRequiredDescription

cc_emailsarrayoptionalArray of email addresses to be added in CC

custom_fieldsobjectoptionalKey-value pairs containing custom field names and values

descriptionstringoptionalHTML content of the ticket describing the issue

emailstringoptionalEmail address of the requester. If no contact exists, will be added as new contact.

group_idnumberoptionalID of the group to which the ticket has been assigned

namestringoptionalName of the requester

prioritynumberoptionalPriority of the ticket. 1=Low, 2=Medium, 3=High, 4=Urgent

requester_idnumberoptionalUser ID of the requester. For existing contacts, can be passed instead of email.

responder_idnumberoptionalID of the agent to whom the ticket has been assigned

sourcenumberoptionalChannel through which ticket was created. 1=Email, 2=Portal, 3=Phone, 7=Chat, 9=Feedback Widget, 10=Outbound Email

statusnumberoptionalStatus of the ticket. 2=Open, 3=Pending, 4=Resolved, 5=Closed

subjectstringoptionalSubject of the ticket

tagsarrayoptionalArray of tags to be associated with the ticket

typestringoptionalHelps categorize the ticket according to different kinds of issues

freshdesk_ticket_get#Retrieve details of a specific ticket by ID. Includes ticket properties, conversations, and metadata.2 params▾

Retrieve details of a specific ticket by ID. Includes ticket properties, conversations, and metadata.

NameTypeRequiredDescription

ticket_idnumberrequiredID of the ticket to retrieve

includestringoptionalAdditional resources to include (stats, requester, company, conversations)

freshdesk_ticket_update#Update an existing ticket in Freshdesk. Note: Subject and description of outbound tickets cannot be updated.10 params▾

Update an existing ticket in Freshdesk. Note: Subject and description of outbound tickets cannot be updated.

NameTypeRequiredDescription

ticket_idnumberrequiredID of the ticket to update

custom_fieldsobjectoptionalKey-value pairs containing custom field names and values

descriptionstringoptionalHTML content of the ticket (cannot be updated for outbound tickets)

group_idnumberoptionalID of the group to which the ticket has been assigned

namestringoptionalName of the requester

prioritynumberoptionalPriority of the ticket. 1=Low, 2=Medium, 3=High, 4=Urgent

responder_idnumberoptionalID of the agent to whom the ticket has been assigned

statusnumberoptionalStatus of the ticket. 2=Open, 3=Pending, 4=Resolved, 5=Closed

subjectstringoptionalSubject of the ticket (cannot be updated for outbound tickets)

tagsarrayoptionalArray of tags to be associated with the ticket

freshdesk_tickets_list#Retrieve a list of tickets with filtering and pagination. Supports filtering by status, priority, requester, and more. Returns 30 tickets per page by default.8 params▾

Retrieve a list of tickets with filtering and pagination. Supports filtering by status, priority, requester, and more. Returns 30 tickets per page by default.

NameTypeRequiredDescription

company_idnumberoptionalFilter by company ID

emailstringoptionalFilter by requester email

filterstringoptionalFilter name (new_and_my_open, watching, spam, deleted)

includestringoptionalAdditional resources to include (description, requester, company, stats)

pagenumberoptionalPage number for pagination (starts from 1)

per_pagenumberoptionalNumber of tickets per page (max 100)

requester_idnumberoptionalFilter by requester ID

updated_sincestringoptionalFilter tickets updated since this timestamp (ISO 8601)

freshdesk_tickets_reply#Add a public reply to a ticket conversation. The reply will be visible to the customer and will update the ticket status if specified.6 params▾

Add a public reply to a ticket conversation. The reply will be visible to the customer and will update the ticket status if specified.

NameTypeRequiredDescription

bodystringrequiredHTML content of the reply

ticket_idnumberrequiredID of the ticket to reply to

bcc_emailsarrayoptionalArray of email addresses to BCC on the reply

cc_emailsarrayoptionalArray of email addresses to CC on the reply

from_emailstringoptionalEmail address to send the reply from

user_idnumberoptionalID of the agent sending the reply