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# Freshdesk

**Authentication:** API key. See [Magic Link](/merge-agent-handler/features/magic-link) for the runtime auth flow.

## Sample use cases

* Show me every ticket open more than 48 hours without a reply.
* Reassign all `priority:urgent` tickets from John (out today) to Maria.
* Pull the average first-response time across the support team for last week.

## Available Tools

#### get\_agent

Get a specific Freshdesk agent by ID

#### get\_current\_agent

Get the currently authenticated Freshdesk agent

#### list\_agents

List all Freshdesk agents with optional filtering by email, phone, or state

#### update\_agent

Update a Freshdesk agent's signature, ticket scope, groups, or roles

#### get\_company

Get a specific Freshdesk company by ID

#### list\_companies

List all Freshdesk companies with pagination

#### create\_company

Create a new Freshdesk company with name, domains, and other details

#### update\_company

Update an existing Freshdesk company's name, domains, or other details

#### delete\_company

Delete a Freshdesk company by ID

#### search\_companies

Search Freshdesk companies using query string. Supported fields: domain, custom\_fields

#### get\_contact

Get a specific Freshdesk contact by ID

#### list\_contacts

List Freshdesk contacts with optional filtering by email, phone, company, or state

#### create\_contact

Create a new Freshdesk contact with name, email, phone, and other details

#### update\_contact

Update an existing Freshdesk contact's name, email, phone, or other details

#### delete\_contact

Delete a Freshdesk contact by ID (soft delete)

#### search\_contacts

Search Freshdesk contacts using query string with filters like email, name, or company\_id

#### list\_conversations

List all conversations (notes and replies) for a Freshdesk ticket

#### create\_note

Add a private or public note to a Freshdesk ticket

#### create\_reply

Add a reply to a Freshdesk ticket that is sent to the requester

#### get\_group

Get a specific Freshdesk group by ID

#### list\_groups

List all Freshdesk groups with pagination

#### create\_group

Create a new Freshdesk group with name, agents, and escalation settings

#### update\_group

Update an existing Freshdesk group's name, agents, or escalation settings

#### delete\_group

Delete a Freshdesk group by ID

#### get\_ticket

Get a specific Freshdesk ticket by ID with optional includes for conversations, requester, company, or stats

#### list\_tickets

List Freshdesk tickets with optional filtering by requester, email, company, status, or date

#### create\_ticket

Create a new Freshdesk ticket with subject, description, requester email, priority, and status

#### update\_ticket

Update an existing Freshdesk ticket's subject, description, status, priority, or assignment

#### delete\_ticket

Delete a Freshdesk ticket by ID

#### search\_tickets

Search Freshdesk tickets using query string with filters like status, priority, or created\_at