Freshdesk
Ticket lifecycle on Freshdesk
Freshdesk is the helpdesk product a lot of teams quietly run on. Tiny Command exposes its ticket and contact lifecycle as five triggers: Ticket Created, Ticket Updated, Ticket Deleted, Reply Sent (when an agent replies, useful for SLA workflows), and Note Added (internal-only). Fifteen actions cover the operational side: Create Ticket, Update Ticket, Delete Ticket, Add Note to Ticket, Create Contact, Update Contact, Delete Contact, Create Company, plus read endpoints for tickets, contacts, companies, agents, and a Search Tickets that supports Freshdesk's native filtering. The integration authorizes with a Freshdesk API key from your account profile. Common patterns: a Ticket Created with priority high routes to the on-call rotation in Slack and creates a paired Linear issue if the source is a bug report, or Reply Sent fires a CSAT survey via Typeform 5 minutes after the agent's reply. Ticket Updated is also useful for SLA work, branch on status changes to escalate before breach.
Workflows start when Freshdesk does.
5 real-time triggers, each backed by a webhook subscription. Events arrive within seconds and you don't have to set up polling.
Fires when a note (private or public) is added to a Freshdesk ticket. Use to mirror agent discussion into chat or to push transcripts into your knowledge base.
Fires when an agent replies on a Freshdesk ticket. Useful for QA sampling, AI-coaching, or feeding sent-conversation data into a CSAT survey.
Fires when a new support ticket is created in Freshdesk. The standard inbound hook for AI triage, routing, and SLA-aware alerting.
Fires when a ticket is deleted in Freshdesk. Useful for audit/compliance logs and for tearing down related records in other systems.
Fires whenever any field on a Freshdesk ticket changes (status, priority, assignee, group, custom fields). Combine with a field filter to react only to the changes you care about.
Do anything Freshdesk can do, from a workflow.
Every action accepts dynamic inputs from upstream nodes, whether that's an AI output, a form field, or a search result.
| Action | What it does |
|---|---|
| Add Note to Ticket | Adds a note (private or public) or a reply to an existing Freshdesk ticket. Used for AI-summary notes, automated status updates, or piping context from external systems. |
| Create Company | Creates a new company (B2B customer account) in Freshdesk. Used to mirror your CRM accounts into the helpdesk so contacts auto-link. |
| Create Contact | Creates a new contact (end-customer) in Freshdesk with name, email, phone, company, and tags. Used to provision contacts before ticket creation. |
| Create Ticket | Creates a new support ticket in Freshdesk with requester, subject, description, source, priority, status, group, and agent. The entry point for converting external alerts or forms into trackable tickets. |
| Delete Contact | Deletes a Freshdesk contact by ID. Note that this hides the contact rather than permanently removing them, so their tickets are preserved. |
| Delete Ticket | Deletes a Freshdesk ticket by ID. Tickets move to trash for 30 days before permanent deletion, so this is recoverable in the short term. |
| Get Contact | Returns a Freshdesk contact by ID with their email, phone, company, and custom fields. Used to enrich trigger payloads or render contact UI. |
| Get Ticket | Retrieves a Freshdesk ticket by ID with subject, requester, status, priority, agent, group, and custom fields. The standard read after a trigger fires with an ID. |
| List Agents | Lists all agents in Freshdesk with their email, role, and groups. Used to populate an assignee picker or to feed agent rosters into routing automation. |
| List Companies | Lists all companies in Freshdesk with their domains and custom fields. Useful for CRM sync or for company-level ticket reports. |
| List Contacts | Lists Freshdesk contacts (first page). For full sync use the search endpoint with pagination or filters; this action is best for spot-checks and pickers. |
| List Tickets | Lists tickets in Freshdesk (first page, up to 30 per page). For complex queries use Search Tickets; this action is best for unfiltered queue snapshots. |
| Search Tickets | Searches Freshdesk tickets using a query string (status, priority, agent_id, group_id, created_at, custom fields). Use for SLA dashboards, segment reports, and upsert lookups. |
| Update Contact | Updates an existing Freshdesk contact's fields. Only the fields you pass are changed; others are preserved. |
| Update Ticket | Updates an existing Freshdesk ticket: status, priority, assignee, group, type, or custom fields. The standard hook to reflect downstream actions back into the helpdesk. |
Pre-built Freshdesk workflows.
Clone any recipe and customize it in one click. Every recipe is fully editable.
Three things worth knowing.
Tiny Command counts a run the moment a trigger fires. Filtering early means only matching events spend your usage budget.
Connect Freshdesk once and every workflow on your account can use its triggers and actions. You don't have to re-auth per workflow.
Every Freshdesk field shows up in the visual picker for downstream nodes. The raw payload is there for power users, optional for everyone else.
Questions about the Freshdesk integration.
If we missed yours, ping support. We usually reply within an hour.
How do I connect Freshdesk to Tiny Command?
What Freshdesk triggers does Tiny Command support?
What Freshdesk actions can I run from a workflow?
Is the Freshdesk integration real-time?
Do I need to write code to use Freshdesk with Tiny Command?
How much does the Freshdesk integration cost?
More customer support apps people connect.
Same category as Freshdesk, ordered by how often teams pair them. Hover the carousel to pause.
Do more with Freshdesk.
Wire it to Slack, Notion, HubSpot, Stripe, or any of the other 438 apps in our catalog. Setup takes roughly two minutes. Free to try, no credit card.
