---
title: Freshdesk
description: ''
slug: /help/docs/platform-services/automation-service/app-central/integrations/freshdesk/
canonical: https://www.sumologic.com/help/docs/platform-services/automation-service/app-central/integrations/freshdesk/
---
import useBaseUrl from '@docusaurus/useBaseUrl';

<img src={useBaseUrl('/img/platform-services/automation-service/app-central/logos/freshdesk.png')} alt="freshdesk" width="100"/>

***Version: 1.2  
Updated: April 29, 2026***

Interact with Freshdesk contacts and tickets.

## Actions

* **Get All Agents** (*Enrichment*) - Gather a list of all available agents.
* **List Canned Response Folders** (*Enrichment*) - Gather a list of canned response folders.
* **Get Canned Response In Folder** (*Enrichment*) - Gather information from a specific canned response folder.
* **Get All Contacts** (*Enrichment*) - Gather a list of all available contacts.
* **Get Groups** (*Enrichment*) - Gather a list of all available groups.
* **Get Ticket Conversations** (*Enrichment*) - Get a specific ticket conversation.
* **View Ticket** (*Enrichment*) - View details of a specific ticket.
* **Get All Tickets** (*Enrichment*) - Get all tickets.
* **Add Reply** (*Containment*) - Add a replay to an existing conversation.
* **Create Note** (*Containment*) - Create a new note.
* **Create Ticket On Freshdesk** (*Containment*) - Create a new ticket in Freshdesk.
* **Create Ticket With Attachment** (*Containment*) - Create a new ticket with an attachment.
* **Delete Ticket** (*Containment*) - Delete an existing ticket.
* **Update Ticket On Freshdesk** (*Containment*) - Update a specific ticket in Freshdesk.

## Configure Freshdesk in Automation Service and Cloud SOAR

import IntegrationsAuth from '../../../../reuse/integrations-authentication.md';
import IntegrationCertificate from '../../../../reuse/automation-service/integration-certificate.md';
import IntegrationEngine from '../../../../reuse/automation-service/integration-engine.md';
import IntegrationLabel from '../../../../reuse/automation-service/integration-label.md';
import IntegrationProxy from '../../../../reuse/automation-service/integration-proxy.md';
import IntegrationTimeout from '../../../../reuse/automation-service/integration-timeout.md';

<IntegrationsAuth/>
* <IntegrationLabel/>
* **Domain**. Enter your Freshdesk [domain](https://crmsupport.freshworks.com/support/solutions/articles/50000004766-how-to-find-the-freshchat-domain-id).

* **Username**. Enter the username of a Freshdesk admin user authorized to authenticate the integration. 

* **Password**. Enter the password for the admin user.

* **API Key**. Enter a Freshdesk [API key](https://support.freshdesk.com/support/solutions/articles/215517-how-to-find-your-api-key).
* <IntegrationEngine/>
* <IntegrationProxy/>

<img src={useBaseUrl('/img/platform-services/automation-service/app-central/integrations/misc/freshdesk-configuration.png')} style={{border:'1px solid gray'}} alt="Freshdesk configuration" width="400"/>

For information about Freshdesk, see [Freshdesk documentation](https://developers.freshdesk.com/).

## Change Log

* March 20, 2020 - First upload
* April 21, 2022 - New logo
* June 30, 2023 (v1.1) - Updated the integration with Environmental Variables
* April 29, 2026 (v1.2) - Upgraded the `python3_generic` Docker image (Python 3.8) to `python3_12_generic` (Python 3.12) to address Python 3.8 end-of-life and improve security and performance.