Freshdesk MCP | Basic Auth Freshdesk connector for AI agents

CALL ANY TOOL

Create, update, and reply to tickets. Manage agents and contacts. Same toolkit, every framework, no auth plumbing.

freshdesk_tickets_list

List tickets

List Freshdesk tickets with optional filters for status, priority, and agent assignment.

Parameters

Name

Type

Required

Description

filter

string

Optional

Predefined filter: new_and_my_open, watching, spam, deleted

page

integer

Optional

Pagination page number

per_page

integer

Optional

Results per page (max 100)

freshdesk_ticket_get

Get ticket

freshdesk_ticket_create

Create ticket

freshdesk_ticket_update

Update ticket

freshdesk_tickets_reply

Reply to ticket

freshdesk_contact_create

Create contact

Build your Agent

Drop the toolkit in, point it at the agent, and your automation can triage, reply, and escalate Freshdesk tickets from the first run.

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import { ScalekitClient } from "@scalekit-sdk/node";
import { DynamicStructuredTool } from "@langchain/core/tools";
import { createReactAgent } from "@langchain/langgraph/prebuilt";
import { z } from "zod";

const sk = new ScalekitClient(envUrl, clientId, clientSecret);

const { tools } = await sk.tools.listScopedTools("user_123", {
  filter: { connectionNames: ["freshdesk"], toolNames: ["freshdesk_tickets_list", "freshdesk_ticket_get", "freshdesk_tickets_reply"] },
  pageSize: 100,
});

const lcTools = tools.map((t) => new DynamicStructuredTool({
  name: t.tool.definition.name,
  description: t.tool.definition.description,
  schema: z.object({}).passthrough(),
  func: async (args) => {
    const { data } = await sk.tools.executeTool({
      toolName: t.tool.definition.name,
      identifier: "user_123",
      params: args,
    });
    return JSON.stringify(data);
  },
}));

const agent = createReactAgent({ llm, tools: lcTools });

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import { ScalekitClient } from "@scalekit-sdk/node";
import OpenAI from "openai";

const sk = new ScalekitClient(envUrl, clientId, clientSecret);
const openai = new OpenAI();

const { tools } = await sk.tools.listScopedTools("user_123", {
  filter: { connectionNames: ["freshdesk"], toolNames: ["freshdesk_tickets_list", "freshdesk_ticket_get", "freshdesk_tickets_reply"] },
  pageSize: 100,
});

const llmTools = tools.map((t) => ({
  type: "function",
  function: {
    name: t.tool.definition.name,
    description: t.tool.definition.description,
    parameters: t.tool.definition.input_schema,
  },
}));

const resp = await openai.responses.create({
  model: "gpt-4o", input: prompt, tools: llmTools,
});

import { ScalekitClient } from "@scalekit-sdk/node";
import Anthropic from "@anthropic-ai/sdk";

const sk = new ScalekitClient(envUrl, clientId, clientSecret);
const anthropic = new Anthropic();

const { tools } = await sk.tools.listScopedTools("user_123", {
  filter: { connectionNames: ["freshdesk"], toolNames: ["freshdesk_tickets_list", "freshdesk_ticket_get", "freshdesk_tickets_reply"] },
  pageSize: 100,
});

const llmTools = tools.map((t) => ({
  name: t.tool.definition.name,
  description: t.tool.definition.description,
  input_schema: t.tool.definition.input_schema,
}));

const msg = await anthropic.messages.create({
  model: "claude-sonnet-4-6", max_tokens: 1024,
  tools: llmTools,
  messages: [{ role: "user", content: prompt }],
});

Copied

import { Agent } from "@google/adk/agents";
import {
  MCPToolset, StreamableHTTPConnectionParams,
} from "@google/adk/tools/mcp";

const toolset = new MCPToolset({
  connectionParams: new StreamableHTTPConnectionParams({
    url: "https://mcp.scalekit.com/freshdesk",
    headers: { Authorization: `Bearer ${userScopedToken}` },
  }),
});

const agent = new Agent({
  name: "agent", model: "gemini-2.0-flash",
  tools: await toolset.getTools(),
});

Try these prompts

Paste any prompt into your agent to automate Freshdesk support workflows.

Triage & escalation

Copy the prompt

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List all high-priority open tickets without a reply in 48 hours.

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Find all tickets from [company name] with status open.

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Show me all urgent tickets created today.

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Which tickets are unassigned with priority high?

Action & replies

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Reply to ticket #[id]: [response text].

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Update ticket #[id] status to resolved.

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Assign ticket #[id] to agent [name].

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Add a private note to ticket #[id]: [note].

Reporting & insights

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How many open tickets do we have by priority?

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List all tickets created this week by status.

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What is the breakdown of tickets by type today?

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Show all tickets assigned to [agent name].

SEE HOW AUTH WORKS

Users authorize Freshdesk once. Their help desk credentials stay vaulted, every call is checked, and every action is logged.

1

Authorize

Your user connects

Freshdesk

once. We tie it to their identity and the meetings they approved — no shared bot account, no org-wide access

Who:

user ‘A’

when:

Once per user

access:

Limited to user

2

Store

Their

Freshdesk

token lives in a vault scoped to them. User A's meetings are never reachable by an agent acting for user B, even on the same connection

vault:

encrypted

scope:

per-user

tokens:

auto-refreshed

3

Resolve

When your agent calls a

Freshdesk

tool, we fetch the right token server-side. It never touches your agent, never appears in the LLM context, never shows up in your logs

speed:

~40ms

check:

before every call

seen by:

nobody

4

Audit

Every

Freshdesk

tool call is logged — who triggered it, which meeting was fetched, what came back. 90 days of history, tied to the user who authorized it

history:

90 days

export:

SIEM-ready

logged:

every call

Test other agents

Same per-user auth pattern across other support agents and MCP connectors. Working code, live demos, fork what fits.

SUPPORT

Freshdesk CSAT follow-up agent

Google ADK agent that watches low CSAT scores in Freshdesk and drafts personalised follow-ups for support leads.

Freshdesk

View agent

SUPPORT

Support triage agent

Read Zendesk tickets, fetch runbooks from Notion, and route to the right Slack channel with a drafted response.

Why Scalekit

Secure your agent's access. Connectors ship in minutes

Other connector libraries treat auth as a demo afterthought. Scalekit starts with agent identity, scope enforcement, and audit.

01.

Tickets lose per-agent SLA attribution

A shared Freshdesk API key looks fine in a demo. In production, every ticket reply and escalation logs as the integration account. Per-agent queue metrics break. SLA accountability breaks. Scalekit resolves the support agent's own key, so Freshdesk tracks the right person on every action.

// shared bot API key
token = "freshdesk_api_shared_xxx"
audit → bot_service_account
agent_filter → broken

// scalekit · per-user
token = resolve(user_id)
audit → user_abc
scope → enforced ✓

02.

Authentication is not authorization

03.

Multi-tenancy is architectural

04.

Freshdesk today. Zendesk, Intercom, ServiceNow tomorrow.

“Our agents act across Salesforce, Gong, Google Drive, and more, on behalf of every customer. Scalekit behind the scenes meant we can keep adding tools without ever rebuilding how credentials or tool calling work.”

Venu Madhav Kattagoni

Head of Engineering / Von

FAQs

Frequently Asked Questions

Does the agent access Freshdesk as the user or as a shared key?

As the user. Each workspace member authorizes once and Scalekit resolves their credential at request time. Audit logs attribute every action to that user, not a shared service account.

Where is the Freshdesk basic auth stored?

In Scalekit's managed AES-256 token vault, namespaced per tenant. Refresh is automatic. Revocation is a single dashboard action. Tokens never appear in prompts, logs, or LLM context.

Can I limit what the agent is allowed to do in Freshdesk?

Yes. Pass a tool name filter to listScopedTools so the support agent only sees the subset you authorize. Pre-API-call scope checks block out-of-policy actions before the request reaches Freshdesk.

What happens when a user revokes Freshdesk access?

The connection is invalidated on the next tool call. Subsequent requests for that user fail closed with a clear error. Other users in the tenant remain unaffected. The event is logged for audit.

How does the connector handle the Freshdesk domain per tenant?

Each connected account stores its own Freshdesk domain. Proxy calls auto-resolve the domain from the connected account, so the agent never hardcodes a subdomain. Multi-tenant support is built in.

Freshdesk

Tools your support agent reaches for on Freshdesk, scoped per user.