freshdesk-support

name	freshdesk-support
description	Manage Freshdesk tickets, notes, watchers, conversations, and support workflows via the Freshdesk API. Use this skill when users want to search and inspect tickets, add notes and replies, manage ticket watchers and access, or coordinate customer-support workflows in Freshdesk.

Freshdesk

Access Freshdesk via the Freshdesk API with API key authentication. Manage tickets, notes, watchers, conversations, and support workflows.

This skill uses ClawLink for hosted connection flows and credentials so you do not need to configure Freshdesk API access yourself.

Setup in 3 Steps

Step 1: Install	Step 2: Pair Account	Step 3: Connect Freshdesk
		App-specific connection GIF coming soon
Run the install command in OpenClaw	Sign in and approve the device	Open the dashboard and connect Freshdesk

How It Works

┌─────────────────┐     ┌──────────────┐     ┌──────────────────┐
│   OpenClaw      │────▶│   ClawLink   │────▶│   Freshdesk API  │
│   (User Chat)   │     │   (OAuth)    │     │   (REST)         │
└─────────────────┘     └──────────────┘     └──────────────────┘
         │                       │                       │
         │  1. Install Plugin    │                       │
         │  2. Pair Device       │                       │
         │  3. Connect Freshdesk │                       │
         │                       │  4. Secure Token      │
         │                       │  5. Proxy Requests    │
         │                       │                       │
         ▼                       ▼                       ▼
   ┌──────────┐           ┌──────────┐           ┌──────────┐
   │  SKILL   │           │ Dashboard│           │ Freshdesk│
   │  File    │           │ Auth     │           │ Tickets  │
   └──────────┘           └──────────┘           └──────────┘

Install

Install the verified ClawLink plugin from ClawHub. After the user confirms, complete the full setup so ClawLink tools are visible in the next OpenClaw chat.

openclaw plugins install clawhub:clawlink-plugin
openclaw config set tools.alsoAllow '["clawlink-plugin"]' --strict-json
openclaw gateway restart

Then tell the user: "OpenClaw has been restarted. Send /new as a standalone message to start a fresh chat, then ask for Freshdesk again."

Quick Start

# List all tickets
clawlink_call_tool --tool "freshdesk_list_tickets" --params '{}'

# Get a specific ticket
clawlink_call_tool --tool "freshdesk_get_ticket" --params '{"ticket_id": 12345}'

# Add a note to a ticket
clawlink_call_tool --tool "freshdesk_add_note_to_ticket" --params '{"ticket_id": 12345, "body": "Internal note content", "private": true}'

Authentication

All Freshdesk tool calls are authenticated automatically by ClawLink using the user's connected Freshdesk account.

No API key is required in chat. ClawLink stores credentials securely and injects them into every Freshdesk API request on the user's behalf.

Getting Connected

1. Install the ClawLink plugin (see Install above).
2. Pair the plugin with clawlink_begin_pairing if it is not configured yet.
3. Open https://claw-link.dev/dashboard?add=freshdesk and connect Freshdesk.
4. Call clawlink_list_integrations to verify the connection is active.

Connection Management

List Connections

clawlink_list_integrations

Response: Returns all connected integrations. Look for freshdesk in the list.

Verify Connection

clawlink_list_tools --integration freshdesk

Response: Returns the live tool catalog for Freshdesk.

Reconnect

If Freshdesk tools are missing or the connection shows an error:

1. Direct the user to https://claw-link.dev/dashboard?add=freshdesk
2. After they confirm, call clawlink_list_integrations to verify
3. Then call clawlink_list_tools --integration freshdesk

Security & Permissions

• Access is scoped to tickets, conversations, and resources accessible to the connected Freshdesk account.
• All write operations require explicit user confirmation. Before executing any create, update, or delete call, confirm the target resource and intended effect with the user.
• Destructive actions (deleting tickets, closing without resolution) are marked as high-impact and must be confirmed.
• Ticket access depends on agent permissions and ticket visibility settings.

Tool Reference

Tickets

Tool	Description	Mode
freshdesk_list_tickets	List tickets with filtering options (status, priority, type)	Read
freshdesk_get_ticket	Get ticket details including description, requester, and assignments	Read
freshdesk_create_ticket	Create a new support ticket	Write
freshdesk_update_ticket	Update ticket fields (status, priority, assignee, etc.)	Write
freshdesk_delete_ticket	Delete a ticket permanently	Write
freshdesk_add_note_to_ticket	Add a private or public note to a ticket	Write
freshdesk_reply_ticket	Reply to a ticket conversation	Write
freshdesk_add_watcher	Add the authenticated user as a ticket watcher	Write
freshdesk_bulk_unwatch_tickets	Remove watcher status from multiple tickets	Write

Conversations

Tool	Description	Mode
freshdesk_list_ticket_conversations	Get all conversations on a ticket (notes, replies, forwards)	Read

Agents & Users

Tool	Description	Mode
freshdesk_list_agents	List all agents in the Freshdesk account	Read
freshdesk_get_agent	Get details for a specific agent	Read
freshdesk_list_groups	List all support groups	Read
freshdesk_add_ticket_user_access	Grant agent access to a specific ticket	Write

Companies

Tool	Description	Mode
freshdesk_list_companies	List all companies in the account	Read
freshdesk_get_company	Get details for a specific company	Read

Code Examples

List open tickets

clawlink_call_tool --tool "freshdesk_list_tickets" \
  --params '{
    "filter": "open"
  }'

Add a private note to a ticket

clawlink_call_tool --tool "freshdesk_add_note_to_ticket" \
  --params '{
    "ticket_id": 12345,
    "body": "Customer called back. Issue resolved via phone call. Closing ticket.",
    "private": true
  }'

Reply to a ticket

clawlink_call_tool --tool "freshdesk_reply_ticket" \
  --params '{
    "ticket_id": 12345,
    "body": "Thank you for reaching out. Our team is investigating this issue and will update you within 24 hours.",
    "incoming": false
  }'

Update ticket priority

clawlink_call_tool --tool "freshdesk_update_ticket" \
  --params '{
    "ticket_id": 12345,
    "priority": 4,
    "status": 2
  }'

Discovery Workflow

1. Call clawlink_list_integrations to confirm Freshdesk is connected.
2. Call clawlink_list_tools --integration freshdesk to see the live catalog.
3. Treat the returned list as the source of truth. Do not guess or assume what tools exist.
4. If the user describes a capability but the exact tool is unclear, call clawlink_search_tools with a short query and integration freshdesk.
5. If no Freshdesk tools appear, direct the user to https://claw-link.dev/dashboard?add=freshdesk.

Execution Workflow

┌─────────────────────────────────────────────────────────────┐
│  READ OPERATIONS (Safe)                                     │
│  list → get → search → describe → call                      │
│                                                             │
│  Example: List tickets → Get ticket → Show details          │
└─────────────────────────────────────────────────────────────┘
                              │
                              ▼
┌─────────────────────────────────────────────────────────────┐
│  WRITE OPERATIONS (Require Confirmation)                    │
│  list → get → describe → preview → confirm → call           │
│                                                             │
│  Example: Describe tool → Preview note → User approves      │
│           → Execute add note                                 │
└─────────────────────────────────────────────────────────────┘

1. For unfamiliar tools, ambiguous requests, or any write action, call clawlink_describe_tool first.
2. Use the returned guidance, schema, whenToUse, askBefore, safeDefaults, examples, and followups to shape the call.
3. Prefer read, list, search, and get operations before writes when that reduces ambiguity.
4. For writes or anything marked as requiring confirmation, call clawlink_preview_tool first.
5. Execute with clawlink_call_tool. Pass confirmation only after the preview matches the user's intent.
6. If the tool call fails, report the real error. Do not invent results or restate the failure as a missing capability unless the live catalog supports that conclusion.

Notes

• Ticket IDs are required for all ticket-specific operations. Use freshdesk_list_tickets to find ticket IDs.
• Notes can be public (visible to customers) or private (agent-only). Always confirm which is intended.
• Replies sent via freshdesk_reply_ticket are always public and visible to the customer.
• Watcher functionality follows the authenticated user automatically — no need to specify user ID.

Error Handling

Status / Error	Meaning
Tool not found	The tool name does not exist in the current catalog. Verify with clawlink_list_tools --integration freshdesk.
Missing connection	Freshdesk is not connected. Direct the user to https://claw-link.dev/dashboard?add=freshdesk.
404 Not Found	Ticket or resource does not exist. Verify the ticket ID.
403 Forbidden	Insufficient permissions. Agent may not have access to this ticket.
Write rejected	User did not confirm a write action. Always confirm before executing writes.

Troubleshooting: Tools Not Visible

1. Check that the ClawLink plugin is installed:

   openclaw plugins list
   

2. If the plugin is installed but tools are missing, tell the user to send /new as a standalone message to reload the catalog.
3. If a fresh chat does not help, run:

   openclaw config set tools.alsoAllow '["clawlink-plugin"]' --strict-json
   openclaw gateway restart
   

4. After restart, tell the user to send /new again and retry.

Troubleshooting: Invalid Tool Call

1. Ensure the integration slug is exactly freshdesk.
2. Use clawlink_describe_tool to verify parameter names and types before calling.
3. For write operations, always call clawlink_preview_tool first.

Resources

• Freshdesk API Documentation
• Freshdesk Ticket API
• ClawLink
• ClawLink Docs
• ClawLink Verification

Related Skills

• Freshservice IT — For IT service management
• Zendesk — For alternative support ticketing

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