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

# FuseDesk integration for LuumenAI

Read FuseDesk cases, chats, and reps, then change them as approved steps

## What LuumenAI can do with FuseDesk

LuumenAI connects to FuseDesk with an API token and exposes 27 tools (14 read-only · 10 write · 3 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: 27 tools (14 read-only · 10 write · 3 destructive)
- Plan: available on all plans
- Category: ITSM & ticketing

## About FuseDesk with LuumenAI

Connect FuseDesk and Luumen can read your support queue the way a lead would: open cases and their full history, email bodies, chat transcripts, department settings, rep profiles, and tag counts. Reads come back right away. Changes — reassignment, notes, tags, snoozes, replies — are previewed and sent for approval first. Luumen authenticates with an API key.

## Example tools

Read-only (14 in total):

- `FUSEDESK_GET_CASE` — Get one FuseDesk support case and its complete history by case ID.
- `FUSEDESK_GET_CHAT` — Get one FuseDesk chat and its complete message history by chat UUID.
- `FUSEDESK_GET_CONTACT` — Get a FuseDesk contact by UUID, including current data from its linked CRM contact.
- `FUSEDESK_GET_DEPARTMENT` — Get a FuseDesk department's assignment, template, staleness, feedback, phone, and archive settings by department ID.
- `FUSEDESK_GET_EMAIL` — Get one FuseDesk email by its numeric ID, including its complete body.
- `FUSEDESK_GET_REP` — Get a FuseDesk rep's detailed profile, permissions, and signatures.
- `FUSEDESK_LIST_CASE_TAGS` — List available FuseDesk case tags and their case counts.
- `FUSEDESK_LIST_CHATS` — List active FuseDesk chats across connected chat platforms, including assignment links, recent-message context, and lifecycle state.

Write and destructive (13 in total, approval required by default):

- `FUSEDESK_ADD_CASE_NOTE` — Add an internal note or call record to a case and optionally change its status.
- `FUSEDESK_BULK_MERGE_CASES` — Irreversibly merge multiple FuseDesk cases.
- `FUSEDESK_BULK_UPDATE_CASES` — Apply an assignment, department, status, tag, CRM automation, CRM tag, or snooze operation to multiple FuseDesk cases.
- `FUSEDESK_CHANGE_CASE_TAG` — Apply or remove one existing case tag from one FuseDesk case.
- `FUSEDESK_CLOSE_CHAT` — Irreversibly close a FuseDesk chat and end the live conversation.
- `FUSEDESK_CREATE_CASE` — Open a support case for a customer in a FuseDesk department.
- `FUSEDESK_CREATE_CASE_TAG` — Create a reusable FuseDesk case tag.
- `FUSEDESK_CREATE_CONTACT` — Create a FuseDesk contact.

## Frequently asked questions

### How does LuumenAI connect to FuseDesk?

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 FuseDesk on its own?

Read actions answer immediately. Anything that writes is shown as a plan and requires approval by default, including the 3 actions classified as destructive. Administrators configure that per tool.

### Is there an audit trail?

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

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