Helpdesk
for LuumenAI

Read tickets, agents, teams, and routing rules from HelpDesk

Ask about the support queue and get an answer in the terminal. HELPDESK_LIST_TICKETS pulls tickets from a silo with cursor pagination, while HELPDESK_LIST_AGENTS and HELPDESK_LIST_TEAMS show who is on the hook. Check routing with HELPDESK_LIST_RULES and HELPDESK_LIST_VIEWS. Read-only, over an API key.

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The Helpdesk toolbox

14 tools, all read-only. They answer instantly, and every call is logged.

  • ReadList AgentsRetrieves all support agents (team members) in the HelpDesk account.
  • ReadList Canned ResponsesList canned responses.
  • ReadList Custom FieldsList all custom fields defined in the account.
  • ReadList Email DomainsLists all email domains configured for the HelpDesk account.
  • ReadList LicensesRetrieves all licenses (account configurations) for the authenticated HelpDesk account.
  • ReadList Reply AddressesLists all reply addresses configured in the HelpDesk account.
  • ReadList RulesRetrieve a list of rules configured in the account.
  • ReadList SubscriptionsLists all billing subscriptions for the HelpDesk account, including active, expired, canceled, and future subscriptions.
  • ReadList TeamsLists all teams in the HelpDesk account.
  • ReadList TicketsList all tickets from a specified silo with cursor-based pagination support.
  • ReadList Trusted EmailsRetrieve a list of trusted email addresses or domains.
  • ReadList ViewsList agent views.
  • ReadList WebhooksLists all configured webhooks for the HelpDesk account.
  • ReadView AgentRetrieves comprehensive details for a specific agent in the HelpDesk system.

Questions

How does LuumenAI connect to Helpdesk?

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 Helpdesk on its own?

No. Every one of the 14 tools LuumenAI has for Helpdesk is read-only, so it can answer questions from Helpdesk but cannot change anything in it. Reads are not gated — they answer immediately, and each one is recorded on the audit trail with the actor and the result.

Who gets access to the integration?

You decide. Access is granted per agent, skill, and team, and per environment — production is not staging.

Is there an audit trail?

Every call to Helpdesk is recorded with the actor, the input, and the result, and can be linked to the ticket or change record.

All integrations
ServiceNowIncidents, changes, and CIs in the same thread as the fix.ZendeskSupport tickets read and updated from the fix.FreshserviceRead Freshservice tickets for context, then make the queue changes you approve.BMC HelixRead, update, and file BMC Helix tickets and changes from the work itself.

Put Helpdesk to work with Luumen

Connect in minutes. Every action scoped, approved, and audited from day one.

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