# Freshdesk

> Let Support read Freshdesk tickets, contacts, and solution articles to triage the queue and draft replies. Replies and ticket changes never run from chat.

Freshdesk is a helpdesk where many teams answer their customers. Once you connect it, Support can read your open tickets, sort them by what hurts most, and draft replies from your solution articles.

## Which assistants use it

- [Support](/docs/personas/support)

## What assistants can do

Freshdesk connects through Freshdesk's own server, at your helpdesk's address.

| Ability | How it runs |
| --- | --- |
| Read tickets and conversations | Reads on its own |
| Read contacts and companies | Reads on its own |
| Read solution articles | Reads on its own |
| Reply to a ticket or change a ticket | Never run from chat |

## Setup

1. Freshdesk's own server is in early access for Enterprise plans. Ask Freshworks to turn it on for your helpdesk.
2. In Freshdesk, click your profile picture, open **Profile settings**, and copy your key.
3. Open [Integrations](https://stellarfirm.ai/app/integrations) in StellarFirm and pick Freshdesk.
4. Paste the key and your helpdesk address ending in `/mcp`, such as `https://yourcompany.freshdesk.com/mcp`.
5. Switch on the live option and press Connect.

## Permissions

- The key belongs to your Freshdesk agent profile, so the assistants see the tickets and groups that agent can see.
- Nothing here waits for an Approve because nothing is changed from chat. Support drafts replies in StellarFirm, and you send them from Freshdesk.
- Summaries and bug reports leave out customers' names and emails.
- Reset your key in Freshdesk whenever you want to cut access.

## Good to know

- If Freshdesk says the server is not available, early access is not on for your helpdesk yet. Ask Freshworks.
- Copy your helpdesk address exactly, and include `/mcp` at the end.

## Prompts to try

```prompt title="Triage the queue"
Support, triage the open tickets in Freshdesk by urgency and draft replies for the first three. Do not send anything.
```

```prompt title="Find a pattern"
Support, read this week's Freshdesk tickets about [topic] and tell me how many customers hit it and whether a solution article already answers it.
```

---

Source: https://stellarfirm.ai/docs/integrations/freshdesk