---
title: "Freshdesk integration for LuumenAI"
url: "https://www.luumen.ai/integrations/freshdesk/"
entity: SoftwareIntegration
category: "ITSM & ticketing"
audience: "SRE, DevOps, platform engineering, IT operations"
---

# Freshdesk integration for LuumenAI

Read, update, and file Freshdesk tickets and changes from the work itself.

## What LuumenAI can do with Freshdesk

LuumenAI connects to Freshdesk with an API token and exposes 178 tools (83 read-only · 63 write · 32 destructive). Reads answer immediately; writes are shown as a plan and require approval by default, configurable per tool by an administrator.

## Key facts

- Authentication: API token
- Tools available: 178 tools (83 read-only · 63 write · 32 destructive)
- Plan: available on all plans
- Category: ITSM & ticketing

## About Freshdesk with LuumenAI

Bring Freshdesk tickets and changes into the work itself. LuumenAI reads the ticket, pulls the linked configuration items, follows the matching runbook, and writes back what it did — with change requests drafted from the plan and updates posted only after a human approves them.

## Example tools

Read-only (83 in total):

- `FRESHDESK_CURRENTLY_AUTHENTICATED_AGENT` — Retrieve profile information for the currently authenticated agent.
- `FRESHDESK_EXPORT_CONTACTS` — Initiate an asynchronous export of contacts from Freshdesk to CSV file.
- `FRESHDESK_GET_ACCOUNT` — View Freshdesk account information.
- `FRESHDESK_GET_AGENT` — Retrieve detailed information about a specific agent by ID.
- `FRESHDESK_GET_AGENT_AVAILABILITY` — Retrieve availability information for a specific agent.
- `FRESHDESK_GET_AGENTS` — Search for agents using autocomplete functionality in Freshdesk.
- `FRESHDESK_GET_BUSINESS_HOURS` — Retrieves all business hours configurations from Freshdesk.
- `FRESHDESK_GET_CANNED_RESPONSE_FOLDERS` — Retrieve all canned response folders from Freshdesk.

Write and destructive (95 in total, approval required by default):

- `FRESHDESK_ADD_NOTE_TO_TICKET` — Add a private or public note to an existing ticket in Freshdesk.
- `FRESHDESK_ADD_TICKET_USER_ACCESS` — Add agent access to a specific ticket in Freshdesk.
- `FRESHDESK_ADD_WATCHER` — Add the authenticated user as a watcher to a Freshdesk ticket.
- `FRESHDESK_BULK_UNWATCH_TICKETS` — Remove the authenticated user as a watcher from multiple Freshdesk tickets in bulk.
- `FRESHDESK_BULK_UPDATE_TICKETS` — Update multiple tickets simultaneously in bulk.
- `FRESHDESK_CANCEL_CONTACT_IMPORT` — Cancel an ongoing contact import operation in Freshdesk.
- `FRESHDESK_CREATE_ADMIN` — Create a new admin group in Freshdesk.
- `FRESHDESK_CREATE_ADMIN_GROUP` — Create a new admin-level support agent group in Freshdesk.

## Frequently asked questions

### How does LuumenAI connect to Freshdesk?

Authorize once with API token. Luumen lists the scopes each action needs before you approve the connection, and credentials never appear in the chat.

### Can LuumenAI change things in Freshdesk on its own?

Read actions answer immediately. Anything that writes is shown as a plan and requires approval by default, including the 32 actions classified as destructive. Administrators configure that per tool.

### Is there an audit trail?

Every call to Freshdesk — read or write, approved or declined — is recorded with the actor, the input, and the result.

Full page: https://www.luumen.ai/integrations/freshdesk/