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Overview

Use Freshdesk as a governed source or destination in a Context runbook. Configure the exact records and actions each agent can access.

  • · Vendor-supported OAuth or scoped service credentials
  • · Read and write access configured separately
  • · Tool calls and outcomes recorded per run
Connector contract

Control what agents can do in Freshdesk.

Exact authentication methods and available scopes depend on your Freshdesk plan and deployment. Context keeps the connector configuration explicit.

Read

Read the queues, cases, incidents, and knowledge records in scope.

Act

Draft responses, route work, or update status according to the runbook.

Verify

Keep classifications, actions, and handoffs on the case trace.

Set up the connection

  1. 01

    Authenticate

    Connect Freshdesk with an admin-approved OAuth flow or scoped credential supported by the vendor.

  2. 02

    Choose scope

    Select the accounts, workspaces, projects, or resources available to the runbook.

  3. 03

    Map policy

    Set read and write permissions, reviewer gates, and the identity used for each action.

  4. 04

    Test a run

    Verify one read, one permitted action, and the resulting audit record before rollout.

Build with Freshdesk

Freshdesk can be added to any Context runbook. Start from a prebuilt agent, then choose the resources and actions it needs. Browse all agents →

More in Support & ITSM

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Connect Freshdesk to Context.

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