Freshdesk

freshdesk.com
Help desk AI Customer feedback CRM Communication

Freshdesk is a customer support platform that helps teams manage tickets, conversations, and knowledge in one place. It supports automated workflows, ticket routing, tagging and prioritization, and agent collaboration—so support operations can move faster while keeping customers informed. Freshdesk is widely used by growing businesses to streamline service delivery and improve resolution times through structured workflows and accessible support resources.

When a BOB connects to Freshdesk, it can treat Freshdesk as both the system of record and the action hub for your support pipeline. BOBs can monitor new tickets and contact changes, look up the right knowledge (solution articles and canned responses), then take concrete steps—creating or updating tickets, assigning them to the right group or agent, setting priority/status, adding tags, and appending notes or replies based on what happened.

This enables end-to-end use cases like automated triage, smart routing, proactive ticket updates, and faster resolution workflows. Instead of manually moving work between steps, BOBs can run a complete “support operator” job: capture incoming requests, enrich tickets with the right context, keep customers informed with appropriate replies, and close tickets when outcomes are achieved—while continuously reacting to Freshdesk status and conversation changes.

Events that can be used by BOBs include new ticket creation and updates to tickets and contacts, giving the automation the situational awareness it needs to take the next best action.

What can BOBs do with Freshdesk?

Perform actions

  • Add Note to Ticket
  • Add Ticket Tags
  • Assign Ticket to Agent
  • Assign Ticket to Group
  • Close Ticket
  • Create a Company
  • Create a Contact
  • Create Agent
  • Create a Reply
  • Create a Thread
  • Create a Ticket
  • Create Message For Thread
  • Create Solution Article
  • Create Ticket Field
  • Delete Solution Article
  • Download Attachment
  • Forward Ticket
  • Get Agent
  • Get Canned Response
  • Get Canned Responses In A Folder
  • Get Contact
  • Get Solution Article
  • Get Ticket Details
  • List Agent Options
  • List Agents
  • List All Canned Responses In A Folder
  • List All Folders
  • List Canned Response Folder ID Options
  • List Category Folders
  • List Company ID Options
  • List Conversations of a Ticket
  • List Folder Articles
  • List From Email Options
  • List Group Options
  • List Role IDs Options
  • List Skill IDs Options
  • List Solution Categories
  • List Ticket Field ID Options
  • List Ticket Fields
  • List Ticket ID Options
  • List Tickets
  • Remove Ticket Tags
  • Reply to Forward
  • Search Solution Article
  • Search Tickets
  • Set Ticket Priority
  • Set Ticket Status
  • Set Ticket Tags
  • Update Agent
  • Update a Ticket
  • Update Contact
  • Update Solution Article
  • Update Ticket Field

Listen to real-time events

  • Contact Updated
  • New Contact Created
  • New Ticket Created
  • Ticket Updated