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Logs a time entry on a ticket. Supports setting time spent, billable status, agent, and notes.
Creates a new knowledge base article in a specified folder. Supports HTML content, tags, SEO metadata, and draft/published status.
Lists all time entries logged on a specific ticket. Shows agent, hours spent, billable status, and notes.
Creates a new contact in Freshdesk. Contacts represent customers who submit support tickets. Supports email, phone, company association, tags, and custom fields.
Lists agents in the Freshdesk helpdesk. Can filter by email or state. Returns agent details including contact information, roles, and group memberships.
Creates a new company in Freshdesk. Companies group contacts and can be associated with tickets. Supports domains for automatic contact association, industry classification, and custom fields.
Updates an existing company's details. Only provide the fields you want to change.
Updates an existing contact's details. Only provide the fields you want to change.
Retrieves a single ticket by ID with full details. Optionally includes conversations, requester info, company info, and stats (resolution/response times).
Lists tickets from Freshdesk with optional filtering, ordering, and pagination. Can filter by updated timestamp and include related data. Returns up to 30 tickets per page.
Searches tickets using Freshdesk's filter query language. Supports filtering by standard and custom fields with logical operators. Example queries: `"status:2 AND priority:4"`, `"agent_id:123 AND created_at:>'2024-01-01'"`, `"tag:'billing' AND status:2"`.
Updates an existing ticket's properties such as status, priority, assignee, subject, tags, type, and custom fields. Only provide the fields you want to change.
Lists all conversations (replies, notes, forwards) on a ticket. Returns the full conversation history including public replies and private agent notes.
Creates a new support ticket in Freshdesk. Supports setting subject, description, requester, priority, status, assignee, tags, and custom fields. Can also create outbound email tickets to initiate customer conversations.
Browses the knowledge base hierarchy. Lists categories, or folders within a category, or articles within a folder depending on the parameters provided.
Deletes a ticket from Freshdesk. The ticket is moved to trash and can be restored from the Freshdesk UI within 30 days.
Retrieves full details of a company by its ID including domains, health score, account tier, and custom fields.
Searches contacts using Freshdesk's filter query language. Supports filtering by name, email, phone, company, and custom fields. Example queries: `"email:'john@example.com'"`, `"company_id:42 AND active:true"`.
Lists all agent groups in Freshdesk. Groups are used for ticket assignment and routing.
Retrieves a contact's full details by their ID, including email, phone, company association, tags, and custom fields.
Lists contacts from Freshdesk with optional filtering by email, phone, company, or state. Returns paginated results.
Lists all companies in Freshdesk with pagination support.
Retrieves a single knowledge base article by ID, including full HTML content, SEO metadata, tags, and folder/category information.
Sends a reply on a ticket visible to the requester. Can also add internal notes for agent-only collaboration. Use `private` to create an internal note instead of a customer-facing reply.
Lists canned responses in a Freshdesk canned response folder so agents can reuse approved reply templates.
Retrieves Freshdesk account details for the connected helpdesk, including plan and portal metadata when available.
Lists Freshdesk SLA policies. Use this to inspect support targets and escalation policies that affect ticket due dates.
Deletes a company from Freshdesk. Use when cleaning up obsolete account records after moving contacts or test data elsewhere.
Searches companies using Freshdesk's filter query language. Supports fields such as name, domains, custom fields, health score, and account tier.
Lists Freshdesk products configured for the helpdesk. Use product IDs when creating or routing product-specific tickets.
Lists Freshdesk business-hour schedules used by SLA policies and ticket due dates.
Retrieves Freshdesk helpdesk-level settings, including locale and portal behavior metadata when available.
Lists Freshdesk field definitions for tickets, contacts, or companies. Use this before writing custom fields or validating required helpdesk fields.
Deletes a Freshdesk time entry from a ticket.
Soft deletes a Freshdesk contact. Use this for cleanup or removing duplicate/test requester records; hard deletion is intentionally not exposed because it is irreversible.
Lists Freshdesk satisfaction ratings across tickets, with optional created-date filters for reporting and customer support quality review.
Updates a Freshdesk time entry. Use this to correct the time spent, billable flag, agent attribution, or work note on an existing ticket time log.
Retrieves the currently authenticated Freshdesk agent. Use this to discover the agent ID for assignment, time entry ownership, and E2E setup.
Lists folders that organize Freshdesk canned responses for agent replies.