Freshdesk — Docs — BrewMy{Code}

Freshdesk — Tickets and solutions.

Provides
Knowledge source	✓
Agent tools	✓
Channel	—

Setup

Go to Settings → Integrations → Freshdesk → Connect.
Authorise with an account that has access to everything you want to make available. For knowledge sources, use an admin or service account; permissions are still enforced per user at query time.
Add Freshdesk as a source under Knowledge → (knowledge base) → Add source and choose the scope to include.

What is synced

Content from the scope you select, with its metadata (author, dates, location) and the access rights defined in Freshdesk. Changes are picked up by change notifications where Freshdesk supports them, otherwise on the schedule you set (15 minutes to daily). Deletions and permission changes are applied on the next sync.

Permissions

Access rights in Freshdesk are mapped to workspace users (by email) and groups. A user can only retrieve items they could open in Freshdesk itself. See Permissions & access control.

Tools

Tool	Scope	Purpose
`freshdesk.read`	read	Read records, messages or files in scope
`freshdesk.search`	read	Search within Freshdesk
`freshdesk.write`	write	Create or update items; subject to approval policies

Write tools require approval by default until an approval policy says otherwise. Every call is recorded in the run trace.

Triggers

Events from Freshdesk (new or updated items in scope) can start agent runs. See Automations & triggers.

Disconnecting

Disconnecting removes the credential from the vault immediately. Documents synced from Freshdesk are removed from knowledge bases within minutes and from backups as they rotate.