#customer-support

Freshdesk

Manage Freshdesk tickets, notes, watchers, conversations, and support workflows via the Freshdesk API. Use this skill when users want to search and inspect tickets, add notes and replies, manage ticket watchers and access, or coordinate customer-support workflows in Freshdesk.

Install

openclaw skills install @hith3sh/freshdesk-support

Freshdesk

Access Freshdesk via the Freshdesk API with API key authentication. Manage tickets, notes, watchers, conversations, and support workflows.

This skill uses ClawLink for hosted connection flows and credentials so you do not need to configure Freshdesk API access yourself.

Setup in 3 Steps

Step 1: Install	Step 2: Pair Account	Step 3: Connect Freshdesk
		App-specific connection GIF coming soon
Run the install command in OpenClaw	Sign in and approve the device	Open the dashboard and connect Freshdesk

How It Works

text

┌─────────────────┐     ┌──────────────┐     ┌──────────────────┐
│   OpenClaw      │────▶│   ClawLink   │────▶│   Freshdesk API  │
│   (User Chat)   │     │   (OAuth)    │     │   (REST)         │
└─────────────────┘     └──────────────┘     └──────────────────┘
         │                       │                       │
         │  1. Install Plugin    │                       │
         │  2. Pair Device       │                       │
         │  3. Connect Freshdesk │                       │
         │                       │  4. Secure Token      │
         │                       │  5. Proxy Requests    │
         │                       │                       │
         ▼                       ▼                       ▼
   ┌──────────┐           ┌──────────┐           ┌──────────┐
   │  SKILL   │           │ Dashboard│           │ Freshdesk│
   │  File    │           │ Auth     │           │ Tickets  │
   └──────────┘           └──────────┘           └──────────┘

Install

Install the verified ClawLink plugin from ClawHub. After the user confirms, complete the full setup so ClawLink tools are visible in the next OpenClaw chat.

bash

openclaw plugins install clawhub:clawlink-plugin
openclaw config set tools.alsoAllow '["clawlink-plugin"]' --strict-json
openclaw gateway restart

Then tell the user: "OpenClaw has been restarted. Send /new as a standalone message to start a fresh chat, then ask for Freshdesk again."

Quick Start

bash

# List all tickets
clawlink_call_tool --tool "freshdesk_list_tickets" --params '{}'

# Get a specific ticket
clawlink_call_tool --tool "freshdesk_get_ticket" --params '{"ticket_id": 12345}'

# Add a note to a ticket
clawlink_call_tool --tool "freshdesk_add_note_to_ticket" --params '{"ticket_id": 12345, "body": "Internal note content", "private": true}'

Authentication

All Freshdesk tool calls are authenticated automatically by ClawLink using the user's connected Freshdesk account.

No API key is required in chat. ClawLink stores credentials securely and injects them into every Freshdesk API request on the user's behalf.

Getting Connected

Install the ClawLink plugin (see Install above).
Pair the plugin with clawlink_begin_pairing if it is not configured yet.
Open https://claw-link.dev/dashboard?add=freshdesk and connect Freshdesk.
Call clawlink_list_integrations to verify the connection is active.

Connection Management

List Connections

bash

clawlink_list_integrations

Response: Returns all connected integrations. Look for freshdesk in the list.

Verify Connection

bash

clawlink_list_tools --integration freshdesk

Response: Returns the live tool catalog for Freshdesk.

Reconnect

If Freshdesk tools are missing or the connection shows an error:

Direct the user to https://claw-link.dev/dashboard?add=freshdesk
After they confirm, call clawlink_list_integrations to verify
Then call clawlink_list_tools --integration freshdesk

Security & Permissions

Access is scoped to tickets, conversations, and resources accessible to the connected Freshdesk account.
All write operations require explicit user confirmation. Before executing any create, update, or delete call, confirm the target resource and intended effect with the user.
Destructive actions (deleting tickets, closing without resolution) are marked as high-impact and must be confirmed.
Ticket access depends on agent permissions and ticket visibility settings.

Tool Reference

Tickets

Tool	Description	Mode
`freshdesk_list_tickets`	List tickets with filtering options (status, priority, type)	Read
`freshdesk_get_ticket`	Get ticket details including description, requester, and assignments	Read
`freshdesk_create_ticket`	Create a new support ticket	Write
`freshdesk_update_ticket`	Update ticket fields (status, priority, assignee, etc.)	Write
`freshdesk_delete_ticket`	Delete a ticket permanently	Write
`freshdesk_add_note_to_ticket`	Add a private or public note to a ticket	Write
`freshdesk_reply_ticket`	Reply to a ticket conversation	Write
`freshdesk_add_watcher`	Add the authenticated user as a ticket watcher	Write
`freshdesk_bulk_unwatch_tickets`	Remove watcher status from multiple tickets	Write

Conversations

Tool	Description	Mode
`freshdesk_list_ticket_conversations`	Get all conversations on a ticket (notes, replies, forwards)	Read

Agents & Users

Tool	Description	Mode
`freshdesk_list_agents`	List all agents in the Freshdesk account	Read
`freshdesk_get_agent`	Get details for a specific agent	Read
`freshdesk_list_groups`	List all support groups	Read
`freshdesk_add_ticket_user_access`	Grant agent access to a specific ticket	Write

Companies

Tool	Description	Mode
`freshdesk_list_companies`	List all companies in the account	Read
`freshdesk_get_company`	Get details for a specific company	Read

Code Examples

List open tickets

bash

clawlink_call_tool --tool "freshdesk_list_tickets" \
  --params '{
    "filter": "open"
  }'

Add a private note to a ticket

bash

clawlink_call_tool --tool "freshdesk_add_note_to_ticket" \
  --params '{
    "ticket_id": 12345,
    "body": "Customer called back. Issue resolved via phone call. Closing ticket.",
    "private": true
  }'

Reply to a ticket

bash

clawlink_call_tool --tool "freshdesk_reply_ticket" \
  --params '{
    "ticket_id": 12345,
    "body": "Thank you for reaching out. Our team is investigating this issue and will update you within 24 hours.",
    "incoming": false
  }'

Update ticket priority

bash

clawlink_call_tool --tool "freshdesk_update_ticket" \
  --params '{
    "ticket_id": 12345,
    "priority": 4,
    "status": 2
  }'

Discovery Workflow

Call clawlink_list_integrations to confirm Freshdesk is connected.
Call clawlink_list_tools --integration freshdesk to see the live catalog.
Treat the returned list as the source of truth. Do not guess or assume what tools exist.
If the user describes a capability but the exact tool is unclear, call clawlink_search_tools with a short query and integration freshdesk.
If no Freshdesk tools appear, direct the user to https://claw-link.dev/dashboard?add=freshdesk.

Execution Workflow

text

┌─────────────────────────────────────────────────────────────┐
│  READ OPERATIONS (Safe)                                     │
│  list → get → search → describe → call                      │
│                                                             │
│  Example: List tickets → Get ticket → Show details          │
└─────────────────────────────────────────────────────────────┘
                              │
                              ▼
┌─────────────────────────────────────────────────────────────┐
│  WRITE OPERATIONS (Require Confirmation)                    │
│  list → get → describe → preview → confirm → call           │
│                                                             │
│  Example: Describe tool → Preview note → User approves      │
│           → Execute add note                                 │
└─────────────────────────────────────────────────────────────┘

For unfamiliar tools, ambiguous requests, or any write action, call clawlink_describe_tool first.
Use the returned guidance, schema, whenToUse, askBefore, safeDefaults, examples, and followups to shape the call.
Prefer read, list, search, and get operations before writes when that reduces ambiguity.
For writes or anything marked as requiring confirmation, call clawlink_preview_tool first.
Execute with clawlink_call_tool. Pass confirmation only after the preview matches the user's intent.
If the tool call fails, report the real error. Do not invent results or restate the failure as a missing capability unless the live catalog supports that conclusion.

Notes

Ticket IDs are required for all ticket-specific operations. Use freshdesk_list_tickets to find ticket IDs.
Notes can be public (visible to customers) or private (agent-only). Always confirm which is intended.
Replies sent via freshdesk_reply_ticket are always public and visible to the customer.
Watcher functionality follows the authenticated user automatically — no need to specify user ID.

Error Handling

Status / Error	Meaning
Tool not found	The tool name does not exist in the current catalog. Verify with `clawlink_list_tools --integration freshdesk`.
Missing connection	Freshdesk is not connected. Direct the user to https://claw-link.dev/dashboard?add=freshdesk.
`404 Not Found`	Ticket or resource does not exist. Verify the ticket ID.
`403 Forbidden`	Insufficient permissions. Agent may not have access to this ticket.
Write rejected	User did not confirm a write action. Always confirm before executing writes.

Troubleshooting: Tools Not Visible

Check that the ClawLink plugin is installed:
bash
```
openclaw plugins list
```
If the plugin is installed but tools are missing, tell the user to send /new as a standalone message to reload the catalog.

If a fresh chat does not help, run:

bash

openclaw config set tools.alsoAllow '["clawlink-plugin"]' --strict-json
openclaw gateway restart

After restart, tell the user to send /new again and retry.

Troubleshooting: Invalid Tool Call

Ensure the integration slug is exactly freshdesk.
Use clawlink_describe_tool to verify parameter names and types before calling.
For write operations, always call clawlink_preview_tool first.

Resources

Related Skills

Freshservice IT — For IT service management
Zendesk — For alternative support ticketing

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Freshdesk

Install

Freshdesk

Setup in 3 Steps

How It Works

Install

Quick Start

Authentication

Getting Connected

Connection Management

List Connections

Verify Connection

Reconnect

Security & Permissions

Tool Reference

Tickets

Conversations

Agents & Users

Companies

Code Examples

List open tickets

Add a private note to a ticket

Reply to a ticket

Update ticket priority

Discovery Workflow

Execution Workflow

Notes

Error Handling

Troubleshooting: Tools Not Visible

Troubleshooting: Invalid Tool Call

Resources

Related Skills

Related skills