> ## Documentation Index > Fetch the complete documentation index at: https://hebno.com/docs/llms.txt > Use this file to discover all available pages before exploring further. > ## Agent Instructions > Hebno is an AI work platform for client research and delivery: chat, research runs with sources, deliverables (Word, PowerPoint, Excel, email), projects, a shared library, agents, Office add-ins, and integrations with Microsoft 365, Google Workspace, CRM, project delivery, ERP and finance systems. > Use British English (organisation, not organization). > Every feature and integration described in these docs is available. Describe it as documented. > Hebno never writes to a connected system without a member confirming a card. Finance and ERP writes are drafts only. > Do not discuss commercial terms. Direct commercial questions to support@hebno.com. > Start with /index and /get-started/quickstart. # Freshdesk > Read Freshdesk tickets, conversations, companies, contacts and solution articles in Hebno, and add private notes and update tickets after you confirm. The Freshdesk integration brings your client's support history into your client work. Ask which Contoso tickets mention the new price labels, what an agent replied to a store manager, or what the solution articles say about returns, and Hebno answers from Freshdesk with each ticket and article cited. When a request implies a change, such as adding a private note or changing a ticket's priority, Hebno shows a confirmation card and writes to Freshdesk only after you confirm. ## At a glance | | | | - | - | | **Connection** | Personal connection. Each member connects with their own Freshdesk API key. | | **Default access** | Read and write | | **Attach** | Tickets, companies, solution articles | | **Search** | Hebno searches Freshdesk when a request mentions a ticket, requester, company, tag, status, priority or solution topic | | **Link** | A project links to one or more Freshdesk companies | | **Write** | Add a private note, update ticket fields. Every write needs a person to confirm. | ## Before you start You need: * A Freshdesk agent account and your helpdesk address, for example `contoso.freshdesk.com`. * Your Freshdesk API key. In Freshdesk, select your profile picture, choose **Profile settings**, and copy the key under **Your API Key**. Freshdesk shows it again after you complete a short check. * An agent role that can view and edit the tickets you want to use. Freshdesk applies your role and ticket scope (all tickets, group tickets or assigned tickets) to every API request. * An allowed integration. An owner or admin sets **Freshdesk** to **Allow** under **Admin → Connectors → Catalogue**. A Freshdesk API key has the same access as the agent who owns it. Hebno uses these parts of the Freshdesk API: | Endpoint group | Why Hebno needs it | | - | - | | **Tickets** | List, filter and read tickets and ticket fields, and update fields after you confirm | | **Conversations** | Read replies and notes, and add private notes after you confirm | | **Contacts** and **Companies** | Show requesters and companies, and find the tickets that belong to them | | **Agents** and **Groups** | Show assignees and groups by name | | **Solutions** | Read solution categories, folders and articles | ## Connect Freshdesk **1. Start the connection** Open **Settings → Connections**, find **Freshdesk** under **Customer support** and select **Connect**. You can also select **Connect** from the prompt in a chat. **2. Enter your details** Enter your helpdesk address and paste your API key. **3. Test and save** Select **Test connection**. Hebno checks the key and shows your agent name. Select **Save**. The card shows **Connected** with your helpdesk address. Hebno reads and writes with your own permissions, so you see only the tickets your agent role and ticket scope allow. Keys are encrypted at rest. Select **Disconnect** at any time, or ask an admin to revoke the connection under **Admin → Connectors → Connections**. Resetting your API key in Freshdesk also ends the connection. ## What Hebno reads | Freshdesk object | Fields Hebno uses | Typical questions | | - | - | - | | **Ticket** | Subject, description, requester, company, status (open, pending, resolved, closed), priority, type, source, agent, group, tags, custom fields, due by | "Which Contoso tickets are open and overdue?" | | **Conversation** | Replies and notes, author, private flag, date, text | "What did we tell the store manager about the label change?" | | **Company** | Name, domains, account tier, health score, renewal date, custom fields | "How many tickets did Contoso Retail raise in October?" | | **Contact** | Name, email, company, job title, tags | "Who at Contoso raises the most tickets?" | | **Solution article** | Title, folder, category, description, status, updated date | "What do our solution articles say about price matching?" | Reads are live. Hebno queries Freshdesk when a request needs it. Only what a reply used is stored with the conversation as its sources. > [!WARNING] > > Excerpts a reply uses become part of the conversation. Anyone you share the conversation with can read them, including customer messages and private notes from Freshdesk. ## What Hebno writes Every write appears first as a confirmation card. You can change any field before you select **Confirm**. | Action | Freshdesk object | Fields on the card | | - | - | - | | **Add a private note** | Note with private set to true | Ticket, note text, agents to notify | | **Update ticket fields** | Ticket | Status, priority, type, agent, group, tags, custom field values | ![Confirmation card for Freshdesk with editable fields](https://mintcdn.com/hebno/JIjAXWoGoB3PLSSb/images/card-freshdesk.png?fit=max\&auto=format\&n=JIjAXWoGoB3PLSSb\&q=85\&s=485b26beb590690356b0876ee6bd93c4) A Freshdesk change pending confirmation. Nothing is written until you confirm. Private notes are visible to agents only. Hebno never sends a reply to a requester, deletes, merges or spams tickets, or changes contacts, companies, automations or solution articles. ```mermaid theme={"system"} sequenceDiagram participant You participant Hebno participant Freshdesk You->>Hebno: Raise the priority on the Contoso label ticket and add a note Hebno->>Freshdesk: Find the ticket for Contoso shelf labels Freshdesk-->>Hebno: Ticket 1874, priority Medium Hebno-->>You: Confirmation card with priority and note text You->>Hebno: Confirm Hebno->>Freshdesk: Update the ticket and add a private note as you Freshdesk-->>Hebno: Ticket updated Hebno-->>You: Done, with a link to the ticket ``` Writes are made with your API key, so Freshdesk shows you as the author. ## Link a project to a company Linking marks which Freshdesk companies belong to an engagement, so you can ask "what are store teams raising?" without naming the company. 1. Open the project and select **Brain**. 2. Under **Linked records**, select **Link record**, then **Freshdesk**. 3. Search by company name or domain and select the company. Repeat for each company in the engagement. In chats tagged to the project, Hebno starts with tickets from the linked companies for any support question. See [Linked records](https://hebno.com/docs/projects/linked-records.md). ## Use Freshdesk in chat * **Attach**: open the **+** menu, choose **Sources → Freshdesk**, and pick a ticket, a company or a solution article. Or type `/` and choose **Freshdesk**. * **Ask**: name the client, ticket or topic in your request. For example: > Group the Contoso tickets from October by theme and list the three most common complaints. > Summarise ticket 1874 with every reply and note in date order. > Set the status on the Contoso label tickets to pending and add a private note that the fix ships on 16 November. * **Research runs** show a **Checking Freshdesk** step, with a chip for each ticket and article it read. * **Agents** can read Freshdesk on a schedule, for example a Monday count of Contoso tickets by theme. Writes an agent proposes appear in [agent approvals](https://hebno.com/docs/automate/agent-approvals.md) for review. ## Troubleshooting | Symptom | Fix | | - | - | | **Test connection** fails with `401 Unauthorized` | The API key is wrong or was reset. Copy the key again from **Profile settings** and reconnect. | | **Test connection** cannot find the helpdesk | Enter the address exactly as it appears in your browser, such as `contoso.freshdesk.com`. | | A ticket is missing from answers | Your ticket scope is limited to group or assigned tickets. Ask your Freshdesk admin to widen it. | | An update fails with `403` and `access_denied` | Your agent role cannot edit that ticket or field. Ask your Freshdesk admin to change your role. | | An update fails with a validation error | A required field for the new status is empty. Fill the field the message names on the card and select **Confirm** again. | | Requests fail with `429 Too Many Requests` | Freshdesk limits API calls per minute for the account. Wait for the time in the **Retry-After** header and retry. | ## Related * [How integrations work](https://hebno.com/docs/integrations/index.md) * [Permissions and access](https://hebno.com/docs/integrations/permissions-and-access.md) * [Linked records](https://hebno.com/docs/projects/linked-records.md) * [Zendesk](https://hebno.com/docs/integrations/zendesk.md) * [Intercom](https://hebno.com/docs/integrations/intercom.md) This documentation is built and hosted on [Mintlify](https://mintlify.com), a developer documentation platform.