Freshdesk API: tickets, contacts and knowledge base with AI agents
The Freshdesk API lets you manage tickets, replies, contacts, companies, agents and knowledge base articles. Support teams use it to connect the help desk to products and internal systems. Access is through the API key from an agent's profile.
What the Freshdesk API offers
Tickets
Create, update, filter and merge tickets.
Conversations
Reply to the customer and add internal notes.
Contacts and companies
Register and query customers.
Knowledge base
Read and publish solution articles.
Groups and agents
Query teams and owners for routing.
Automations and webhooks
Trigger external calls from Freshdesk rules.
How to access the Freshdesk API
- With your company’s credentialsThe API key found in the agent's profile in Freshdesk, used with basic authentication. Access follows that agent's permissions.
- The key inherits the agent's permissions, so create a dedicated user.
- There are per-minute call limits that vary by plan.
- Tickets contain personal data: apply your data-protection rules.
Official documentation: developers.freshdesk.com/api
What an iTeam agent does with the Freshdesk API
Triage and routing
The agent classifies the ticket by product and priority and sends it to the right group.
Reply with articles
The agent proposes the reply with the knowledge base article, and the support agent approves with one click.
Articles from tickets
The agent spots repeated questions and writes draft articles.
Root-cause research
The agent groups the week's tickets by cause and sends the product team the themes that grew the most.
From the credential to the agent at work, with approval
Integration user
Create an integration agent in Freshdesk and use its API key.
Vault and permissions
Store it in the iTeam vault and define which agents can reply and which only classify.
Test with approval
Start with one group, with approval on replies and audit.
Ready-made AI teams that use Freshdesk
Questions about the Freshdesk API
Is the Freshdesk API free?
The API is part of Freshdesk, with call limits that vary by plan. No separate charge per call is published.
Do I need to code to use the Freshdesk API with iTeam?
Not necessarily. iTeam's HTTP tool reads the API documentation and learns the endpoints, and the deployment team sets up credentials, permissions and tests with you.
What is the Freshdesk API rate limit?
The per-minute call limit depends on the plan you hold. The official documentation and the response headers show your account's limit.
