Freshdesk

Overview

Freshdesk is a customer support software that centralizes tickets, knowledge base, and automations for customer service teams. With the Freshdesk integration in SquadOS, your agents can open and update tickets, manage contacts and companies, reply to support requests, add internal notes, and publish knowledge base articles — all programmatically and without manual intervention.

• Official website: https://freshdesk.com/
• Composio documentation: docs.composio.dev/toolkits/freshdesk

Authentication

This tool uses an API key (API_KEY) to connect.

You will need the following fields:

Field	Required	Description
api_key	Yes	Your Freshdesk account API key, found in the agent profile settings.

How to get credentials

1. Log in to your Freshdesk account.
2. Click your profile picture in the top-right corner and select Profile Settings.
3. In the right pane, locate View API key and complete the captcha verification.
4. Copy the key displayed — this is the value to use in the api_key field when connecting in SquadOS.

Tip

The API key is only displayed when your agent account is verified. If you need to revoke access from an integration, reset the key in Profile Settings — remember to update the api_key field in SquadOS afterward.

How to connect in SquadOS

1. Go to Tools in the side menu (/admin/tools).
2. Open the Available tab and search for Freshdesk.
3. Click the card to open the details modal and hit Connect.
4. You’re taken to the secure connection page hosted by Composio, where you enter the API key obtained above.
5. Once done, you’re sent back to SquadOS with the account connected and the tool available to your agents. (Connection-flow details in Organization Tools.)

Available actions

Note

This integration exposes 178 actions in total. The most relevant ones are listed below; see the full list in the Composio documentation.

Create Ticket

FRESHDESK_CREATE_TICKET

Creates a new ticket in Freshdesk. The subject and description fields are always required. At least one requester identifier is also required: requester_id, email, phone, facebook_id, twitter_id, or unique_external_id. If only phone is provided without email, the name field becomes mandatory.

Input parameters

Name	Type	Required	Description
subject	string	Yes	Subject of the ticket. Must be a non-empty string.
description	string	Yes	HTML content of the ticket. Supports HTML formatting such as <p>, <strong>, <em>, etc.
email	string	No	Email address of the requester.
requester_id	integer	No	User ID of the requester.
phone	string	No	Phone number of the requester.
name	string	No	Name of the requester.
status	string	No	Status of the ticket: open, pending, resolved, or closed.
priority	string	No	Priority of the ticket: low, medium, high, or urgent.
source	string	No	Channel through which the ticket was created: email, portal, phone, chat, feedback_widget, or outbound_email.
group_id	integer	No	ID of the group to which the ticket has been assigned.
responder_id	integer	No	ID of the agent to whom the ticket has been assigned.
company_id	integer	No	Company ID of the requester.
tags	array	No	Tags associated with the ticket.
due_by	string	No	Timestamp when the ticket is due to be resolved in ISO 8601 format (e.g., 2026-01-30T15:00:00Z).
fr_due_by	string	No	Timestamp when the first response is due in ISO 8601 format.
cc_emails	array	No	Email addresses added in the cc field.
custom_fields	object	No	Key-value pairs for custom fields (e.g., {"cf_field": "value"}).
product_id	integer	No	ID of the product linked to the ticket.
twitter_id	string	No	Twitter handle of the requester.
facebook_id	string	No	Facebook ID of the requester.
unique_external_id	string	No	External ID of the requester.
email_config_id	integer	No	ID of the email configuration used for this ticket.
attachments	array	No	Ticket attachments. Require multipart/form-data format; not supported via JSON API calls.

Output

Name	Type	Required	Description
data	string	Yes	Data from the action execution.
error	string	No	Error if any occurred during the execution of the action.
successful	boolean	Yes	Whether or not the action execution was successful.

View Ticket

FRESHDESK_VIEW_TICKET

Views an existing ticket in Freshdesk. Ticket details are returned nested under response_data in the tool response.

Input parameters

Name	Type	Required	Description
ticket_id	integer	Yes	ID of the ticket to be viewed.
include	string	No	Comma-separated list of additional information to include in the response. Valid values: stats (ticket timing statistics), requester (full requester details), company (company information).

Output

Name	Type	Required	Description
data	string	Yes	Data from the action execution.
error	string	No	Error if any occurred during the execution of the action.
successful	boolean	Yes	Whether or not the action execution was successful.

Get Tickets

FRESHDESK_GET_TICKETS

Retrieves a list of tickets from Freshdesk with filter and pagination support. Tickets are returned under response_data in the response object.

Input parameters

Name	Type	Required	Description
page	integer	No	Page number for pagination.
per_page	integer	No	Number of tickets per page.
filter	string	No	Predefined filter to apply: new_and_my_open, watching, spam, deleted, etc.
status	string	No	Filter by status: open, pending, resolved, closed, waiting_on_customer, or waiting_on_third_party.
priority	string	No	Filter by priority: low, medium, high, or urgent.
agent_id	integer	No	Filter tickets by agent ID.
group_id	integer	No	Filter tickets by group ID.
requester_id	integer	No	Filter tickets by requester ID.
sort_by	string	No	Field to sort tickets by, e.g., created_at.
sort_order	string	No	Order of sorting: asc or desc.
created_since	string	No	Retrieve tickets created since this timestamp in YYYY-MM-DDTHH:MM:SSZ format.

Output

Name	Type	Required	Description
data	string	Yes	Data from the action execution.
error	string	No	Error if any occurred during the execution of the action.
successful	boolean	Yes	Whether or not the action execution was successful.

Update Ticket

FRESHDESK_UPDATE_TICKET

Updates an existing ticket in Freshdesk. Use to modify ticket attributes like subject, priority, status, description, or custom fields.

Input parameters

Name	Type	Required	Description
ticket_id	integer	Yes	ID of the ticket to be updated.
subject	string	No	Subject of the ticket.
description	string	No	HTML content of the ticket description.
status	string	No	New status: open, pending, resolved, closed, waiting_on_customer, or waiting_on_third_party.
priority	string	No	New priority: low, medium, high, or urgent.
source	string	No	Channel of origin.
type	string	No	Type of the ticket (e.g., Question, Incident, Problem, Feature Request). Custom types configured in your Freshdesk instance are also supported.
group_id	integer	No	ID of the group to which the ticket has been assigned.
responder_id	integer	No	ID of the agent to whom the ticket has been assigned.
company_id	integer	No	ID of the company associated with the requester.
tags	array	No	Tags to associate with the ticket.
due_by	string	No	New resolution deadline in ISO 8601 format.
fr_due_by	string	No	New first response deadline in ISO 8601 format.
parent_id	integer	No	ID of the parent ticket to link this ticket to.
custom_fields	object	No	Custom fields (e.g., {"cf_reference_number": "REF-123"}).
email	string	No	Email address of the requester.
name	string	No	Name of the requester.
phone	string	No	Phone number of the requester.
requester_id	integer	No	User ID of the requester.

Output

Name	Type	Required	Description
data	string	Yes	Data from the action execution.
error	string	No	Error if any occurred during the execution of the action.
successful	boolean	Yes	Whether or not the action execution was successful.

Delete Ticket

FRESHDESK_DELETE_TICKET

Permanently deletes a ticket from Freshdesk. Once deleted, the ticket cannot be restored.

Input parameters

Name	Type	Required	Description
ticket_id	integer	Yes	The unique identifier of the ticket to delete.

Output

Name	Type	Required	Description
data	string	Yes	Data from the action execution.
error	string	No	Error if any occurred during the execution of the action.
successful	boolean	Yes	Whether or not the action execution was successful.

Reply to Ticket

FRESHDESK_REPLY_TO_TICKET

Creates a public reply to an existing support ticket. The reply is sent to the ticket requester and any CC’d recipients. Supports HTML content and email distribution control.

Input parameters

Name	Type	Required	Description
ticket_id	integer	Yes	The unique identifier of the ticket to reply to.
body	string	Yes	The content of the reply message. Can contain HTML formatting.
user_id	integer	No	The ID of the agent creating the reply. Use this to create a reply on behalf of a specific user.
from_email	string	No	The support email address to send the reply from. By default, replies are sent from the support email where the ticket was originally created.
cc_emails	array	No	Email addresses to include in the CC field. Maximum 50 total recipients across to/cc/bcc fields.
bcc_emails	array	No	Email addresses to include in the BCC field.
to_emails	array	No	Direct recipient email addresses to override the default ticket requester. Requires the multiple_to feature to be enabled in your Freshdesk account.

Output

Name	Type	Required	Description
data	string	Yes	Data from the action execution.
error	string	No	Error if any occurred during the execution of the action.
successful	boolean	Yes	Whether or not the action execution was successful.

Add Note to Ticket

FRESHDESK_ADD_NOTE_TO_TICKET

Adds a private or public note to an existing ticket in Freshdesk. Private notes are visible only to agents; public notes are also visible to the requester.

Input parameters

Name	Type	Required	Description
ticket_id	integer	Yes	The unique identifier of the ticket to add the note to.
body	string	Yes	The content of the note. Can contain plain text or HTML.
private	boolean	No	Indicates whether the note is private (visible only to agents). Default: true.
user_id	integer	No	The ID of the user creating the note (useful for posting on behalf of another user).
notify_emails	array	No	Email addresses to notify about the note. Only accepts agent email addresses.

Output

Name	Type	Required	Description
data	string	Yes	Data from the action execution.
error	string	No	Error if any occurred during the execution of the action.
successful	boolean	Yes	Whether or not the action execution was successful.

Bulk Update Tickets

FRESHDESK_BULK_UPDATE_TICKETS

Updates multiple tickets simultaneously in bulk. The operation runs asynchronously and returns a job_id to track progress.

Input parameters

Name	Type	Required	Description
ids	array	Yes	Array of ticket IDs to update in bulk (e.g., [18, 17, 123]).
properties	object	Yes	Object containing the fields to update and their new values. At least one property must be specified.

Output

Name	Type	Required	Description
data	string	Yes	Data from the action execution.
error	string	No	Error if any occurred during the execution of the action.
successful	boolean	Yes	Whether or not the action execution was successful.

Create Contact

FRESHDESK_CREATE_CONTACT

Creates a new contact in Freshdesk. The name field is required; at least one of email or phone must be provided.

Input parameters

Name	Type	Required	Description
name	string	Yes	Name of the contact.
email	string	No	Primary email address of the contact.
phone	string	No	Phone number of the contact.
mobile	string	No	Mobile number of the contact.
job_title	string	No	Job title of the contact.
company_id	integer	No	ID of the primary company associated with this contact.
address	string	No	Physical address of the contact.
description	string	No	Description or notes about the contact.
tags	array	No	Tags associated with the contact.
language	string	No	Language code for the contact’s preferred language.
time_zone	string	No	Time zone of the contact.
twitter_id	string	No	Twitter handle of the contact.
other_emails	array	No	Additional email addresses of the contact.
custom_fields	object	Yes	Custom fields object. Field keys should not be prefixed with cf_.
view_all_tickets	boolean	No	Set to true if the contact can view all tickets from their company.
unique_external_id	string	No	External ID of the contact for integration purposes.

Output

Name	Type	Required	Description
data	string	Yes	Data from the action execution.
error	string	No	Error if any occurred during the execution of the action.
successful	boolean	Yes	Whether or not the action execution was successful.

Get Contacts

FRESHDESK_GET_CONTACTS

Retrieves all contacts from a Freshdesk account with filter and pagination support. Results are paginated; iterate through pages using page and per_page (max 100) to retrieve the full dataset.

Input parameters

Name	Type	Required	Description
page	integer	No	Page number for pagination. Starts at 1. Default: 1.
per_page	integer	No	Number of contacts to return per page. Maximum: 100. Default: 30.
email	string	No	Filter contacts by email address.
phone	string	No	Filter contacts by phone number (digits only).
mobile	string	No	Filter contacts by mobile number (digits only).
state	string	No	Filter contacts by state.
company_id	integer	No	Filter contacts belonging to a specific company by company ID.
updated_since	string	No	Retrieve contacts modified after a specified timestamp in ISO 8601 format.

Output

Name	Type	Required	Description
data	string	Yes	Data from the action execution.
error	string	No	Error if any occurred during the execution of the action.
successful	boolean	Yes	Whether or not the action execution was successful.

Get Contact

FRESHDESK_GET_CONTACT

Retrieves detailed information about a specific contact by ID.

Input parameters

Name	Type	Required	Description
contact_id	integer	Yes	The unique identifier of the contact to retrieve.

Output

Name	Type	Required	Description
data	string	Yes	Data from the action execution.
error	string	No	Error if any occurred during the execution of the action.
successful	boolean	Yes	Whether or not the action execution was successful.

Update Contact

FRESHDESK_UPDATE_CONTACT

Updates an existing contact’s information in Freshdesk, such as name, email, phone, job title, or custom fields.

Input parameters

Name	Type	Required	Description
id	integer	Yes	ID of the contact to update.
name	string	No	Updated name of the contact.
email	string	No	Updated email address.
phone	string	No	Updated phone number.
mobile	string	No	Updated mobile number.
job_title	string	No	Updated job title.
company_id	integer	No	Updated ID of the primary company.
address	string	No	Updated physical address.
description	string	No	Updated description or notes.
tags	array	No	Updated tags.
language	string	No	Updated language code.
time_zone	string	No	Updated time zone.
twitter_id	string	No	Updated Twitter handle.
other_emails	array	No	Updated additional email addresses.
custom_fields	object	No	Updated custom fields.
view_all_tickets	boolean	No	Set to true if the contact can view all tickets from their company.
unique_external_id	string	No	Updated external ID for integration purposes.

Output

Name	Type	Required	Description
data	string	Yes	Data from the action execution.
error	string	No	Error if any occurred during the execution of the action.
successful	boolean	Yes	Whether or not the action execution was successful.

Delete Contact

FRESHDESK_DELETE_CONTACT

Soft-deletes a contact from Freshdesk, moving them from All Contacts to the Deleted Contacts view. Future communications from the contact will be directed to SPAM. The contact can be restored later; for permanent deletion, use the hard delete action.

Input parameters

Name	Type	Required	Description
contact_id	integer	Yes	The unique identifier of the contact to be soft deleted.

Output

Name	Type	Required	Description
data	string	Yes	Data from the action execution.
error	string	No	Error if any occurred during the execution of the action.
successful	boolean	Yes	Whether or not the action execution was successful.

Search Contacts

FRESHDESK_SEARCH_CONTACTS

Searches and filters contacts in Freshdesk using query-based search. Use to find contacts based on fields like email, phone, mobile, company_id, or other searchable contact attributes.

Input parameters

Name	Type	Required	Description
query	string	Yes	Query string to filter contacts. The entire query must be wrapped in double quotes. Format: "field:value" for strings or "field:number" for numeric values. Searchable fields: email, phone, mobile, company_id, active. Supports logical operators AND and OR. Limited to 512 characters.
page	integer	No	Page number for pagination. Starts at 1, cannot exceed 10. Returns a maximum of 30 results per page.

Output

Name	Type	Required	Description
data	string	Yes	Data from the action execution.
error	string	No	Error if any occurred during the execution of the action.
successful	boolean	Yes	Whether or not the action execution was successful.

Create Company

FRESHDESK_CREATE_COMPANIES

Creates a new company in Freshdesk. Companies can hold multiple contacts and are automatically associated with contacts based on email domain matching.

Input parameters

Name	Type	Required	Description
name	string	Yes	The name of the company.
domains	array	No	Array of domain names associated with the company. Freshdesk automatically associates contacts whose email contains any of the specified domains.
description	string	No	Description about the company.
note	string	No	Additional notes about the company.
industry	string	No	Industry classification (available in Blossom Plan and above).
account_tier	string	No	Account tier: Basic, Premium, or Enterprise.
health_score	string	No	Health score: Happy, Doing okay, or At risk.
renewal_date	string	No	Contract or renewal date in YYYY-MM-DD format.
custom_fields	object	No	Custom fields for the company. Keys do not require the cf_ prefix.

Output

Name	Type	Required	Description
data	string	Yes	Data from the action execution.
error	string	No	Error if any occurred during the execution of the action.
successful	boolean	Yes	Whether or not the action execution was successful.

Get Companies

FRESHDESK_GET_COMPANIES

Retrieves all companies from a Freshdesk account with pagination support.

Input parameters

Name	Type	Required	Description
page	integer	No	Page number for pagination. Starts at 1. Default: 1.
per_page	integer	No	Number of companies to return per page. Maximum: 100. Default: 30.

Output

Name	Type	Required	Description
data	string	Yes	Data from the action execution.
error	string	No	Error if any occurred during the execution of the action.
successful	boolean	Yes	Whether or not the action execution was successful.

Get Company

FRESHDESK_GET_COMPANY

Retrieves detailed information about a specific company by ID, including domains and custom fields.

Input parameters

Name	Type	Required	Description
company_id	integer	Yes	The unique identifier of the company to retrieve.

Output

Name	Type	Required	Description
data	string	Yes	Data from the action execution.
error	string	No	Error if any occurred during the execution of the action.
successful	boolean	Yes	Whether or not the action execution was successful.

Delete Company

FRESHDESK_DELETE_COMPANY

Permanently disbands a company from Freshdesk. Deleting a company only disbands it and does not delete the customers inside it. Once disbanded, the company cannot be restored.

Input parameters

Name	Type	Required	Description
company_id	integer	Yes	The unique identifier of the company to delete.

Output

Name	Type	Required	Description
data	string	Yes	Data from the action execution.
error	string	No	Error if any occurred during the execution of the action.
successful	boolean	Yes	Whether or not the action execution was successful.

Search Companies Autocomplete

FRESHDESK_SEARCH_COMPANY

Searches for companies using autocomplete functionality in Freshdesk. Use to quickly find companies by name or partial name.

Input parameters

Name	Type	Required	Description
name	string	Yes	The company name or partial name to search for via autocomplete.

Output

Name	Type	Required	Description
data	string	Yes	Data from the action execution.
error	string	No	Error if any occurred during the execution of the action.
successful	boolean	Yes	Whether or not the action execution was successful.

Get Agent

FRESHDESK_GET_AGENT

Retrieves detailed information about a specific agent by ID, including profile, contact information, availability status, and role assignments.

Input parameters

Name	Type	Required	Description
agent_id	integer	Yes	The unique identifier of the agent to retrieve.

Output

Name	Type	Required	Description
data	string	Yes	Data from the action execution.
error	string	No	Error if any occurred during the execution of the action.
successful	boolean	Yes	Whether or not the action execution was successful.

Search Agents

FRESHDESK_SEARCH_AGENTS

Searches and filters agents in Freshdesk by email, phone, mobile, or state (fulltime/occasional).

Input parameters

Name	Type	Required	Description
email	string	No	Filter agents by email address.
phone	string	No	Filter agents by phone number.
mobile	string	No	Filter agents by mobile phone number.
state	string	No	Filter agents by their state: fulltime or occasional.
page	integer	No	Specifies which page of results to return.
per_page	integer	No	Specifies the number of results per page.

Output

Name	Type	Required	Description
data	string	Yes	Data from the action execution.
error	string	No	Error if any occurred during the execution of the action.
successful	boolean	Yes	Whether or not the action execution was successful.

Create Solution Article

FRESHDESK_CREATE_SOLUTION_ARTICLE

Creates a new solution article in a Freshdesk knowledge base folder. Use to add documentation, FAQs, or help content to your knowledge base.

Input parameters

Name	Type	Required	Description
folder_id	integer	Yes	The unique identifier of the folder where the article will be created.
title	string	Yes	Title of the solution article.
description	string	Yes	Description/content of the article in HTML format.
status	string	No	Publication status: draft or published.
agent_id	integer	No	ID of the agent creating the article. If not specified, the authenticated agent will be used.
tags	array	No	Tags for categorizing the article.
seo_data	object	No	SEO data for the article.

Output

Name	Type	Required	Description
data	string	Yes	Data from the action execution.
error	string	No	Error if any occurred during the execution of the action.
successful	boolean	Yes	Whether or not the action execution was successful.

List Solution Articles

FRESHDESK_LIST_SOLUTION_ARTICLES

Retrieves all solution articles within a specified folder in Freshdesk.

Input parameters

Name	Type	Required	Description
folder_id	integer	Yes	The unique identifier of the solution folder for which to retrieve articles.
page	integer	No	Page number for pagination. Starts at 1. Each page returns up to 30 articles.

Output

Name	Type	Required	Description
data	string	Yes	Data from the action execution.
error	string	No	Error if any occurred during the execution of the action.
successful	boolean	Yes	Whether or not the action execution was successful.