Ticketing & ITSM

Freshdesk

Run Freshdesk tickets, agents, and groups from plain-language requests.

Dex connects to Freshdesk over the REST API v2 and lets employees and support teams open tickets, check status, add replies or private notes, and resolve issues in natural language — with Freshdesk's own priorities (1–4) and statuses (Open/Pending/Resolved/Closed) handled automatically and every action logged under policy.

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What Dex does with Freshdesk

Dex handles both admin workflows and employee self-service — all policy-guardrailed and audit-logged.

For admins (CoAdmin)

Create tickets with requester email, priority (Low → Urgent), status, and source
Search tickets by requester email, assigned agent, or filter (new_and_my_open, watching, updated_since)
Update ticket fields — subject, description, priority, status, group, and agent assignment
Add public replies (visible to requester) or private notes (agents only) to any ticket
Look up agents, groups, contacts, roles, and ticket fields including custom fields
Resolve tickets by setting status 4 (Resolved) or close with status 5
Audit every action in Dex activity logs alongside Freshdesk's own ticket timeline

For employees (self-service)

Open a new Freshdesk ticket from a plain-language description of your issue
List your own open tickets and see where each one stands
Check the status of a specific ticket number
Add a reply to a ticket so the agent sees the latest context
Mark a ticket resolved once you confirm the issue is fixed

Just ask Dex

Your team types a request in plain language. Dex investigates, plans, and executes — with the right guardrails.

Admin prompts

>Open an Urgent Freshdesk ticket for sarah@acme.com — email client crashes on every attachment download, assign to the IT Support group
>Show me all Freshdesk tickets updated since yesterday where priority is High or Urgent and still Open
>Add a private note to ticket #4821: "Looped in the network team — waiting on their trace before responding to the customer"
>Resolve ticket #4712 with a short note saying we cleared the stuck print queue
>List every ticket assigned to alex@acme.com that isn't Closed

Employee prompts

>Open a Freshdesk ticket — our shared mailbox stopped receiving external email around 9am
>What's the status of my ticket #4801?
>Add a reply to my open ticket — the issue started happening on my colleague's laptop too
>Please resolve my VPN ticket, it's working now

Policy actions

Every action Dex can take on Freshdesk is declared, scoped, and guardrailed. Admins control which apply, who approves them, and whether they're limited to self-service.

Action	What it does	Guardrails
`freshdesk_create_ticket`	Create a new Freshdesk support ticket on behalf of the end user	self-only
`freshdesk_add_note`	Add a public reply or private note to an existing ticket	self-only
`freshdesk_resolve_ticket`	Resolve or close a Freshdesk ticket (status 4 or 5)	self-only
`freshdesk_list_tickets`	List and search the user's Freshdesk tickets (by email, filter, or updated_since)	self-only

How to configure Freshdesk

Onboarding takes minutes. Dex validates your credentials before saving them.

Setup steps

1
Sign in to Freshdesk as an admin and click your profile picture in the top-right → Profile Settings.
2
On the Profile Settings page, find Your API Key in the right sidebar and copy it (click View API Key if needed).
3
Note your Freshdesk domain — the full hostname of your portal (e.g. yourcompany.freshdesk.com).
4
In Dex, enable the Freshdesk integration and paste the domain and API key. Dex validates by calling GET /api/v2/agents with Basic Auth (API key as username, "X" as password).
5
Optional: scope which groups and ticket types Dex can create/update via Freshdesk agent role permissions on the API user.

Vendor documentation ↗

Credentials required

domain: Your Freshdesk domain (e.g. yourcompany.freshdesk.com)
api_key: Freshdesk API key — found on your Profile Settings page

Requirements

•Freshdesk agent account with permission to create/update tickets and (optionally) manage agents and groups
•API key inherits the role of the agent who generated it — scope the role to limit Dex's blast radius
•Freshdesk API rate limits apply per plan (50–5,000 req/min depending on plan)
•Priority is numeric (1=Low, 2=Medium, 3=High, 4=Urgent); status is numeric (2=Open, 3=Pending, 4=Resolved, 5=Closed) — Dex handles the translation

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