Freshdesk

Support

Connect Freshdesk to Macha and give your AI assistant full helpdesk automation. Search and retrieve tickets with conversations, add public replies or internal notes, update priorities and statuses, and manage contacts — so your AI can handle support workflows end to end without leaving Macha.

Triggers y acciones

Acción

Get Ticket

Retrieve full ticket details including conversations, tags, and custom fields by ticket ID.

Acción

Search Tickets

Search across all Freshdesk tickets by keyword, status, priority, or assignee.

Acción

Search Contacts

Search Freshdesk contacts by name, email, or phone number.

Acción

Get Ticket Fields

List all available ticket fields and their options for your Freshdesk account.

Acción

Search Articles

Search the Freshdesk knowledge base for solution articles by keyword.

Acción

List Agents

List all agents in your Freshdesk account with their roles and groups.

Acción

List Groups

List all agent groups in your Freshdesk account.

Acción

Read Attachment

Download and read an attachment from a Freshdesk ticket.

Acción

Add Public Reply

Post a public reply on a Freshdesk ticket visible to the customer.

Acción

Add Internal Note

Add a private internal note on a Freshdesk ticket visible only to agents.

Acción

Update Priority

Change the priority level of a Freshdesk ticket.

Acción

Update Status

Change the status of a Freshdesk ticket (open, pending, resolved, closed).

Acción

Update Tags

Add, remove, or replace tags on a Freshdesk ticket.

Acción

Update Fields

Update custom fields on a Freshdesk ticket.

Acción

Assign Ticket

Assign a Freshdesk ticket to a specific agent or group.

Trigger

Ticket Created

Fires when a new ticket is created in Freshdesk.

Trigger

Ticket Updated

Fires when any field on a ticket changes — status, assignee, priority, or tags.

Trigger

Custom Webhook

Fires when a custom Freshdesk webhook is triggered based on your automation rules.

Tu agente IA, configurado para ti en menos de una semana

Instrucciones del agente

Help customers by searching their tickets and replying with a resolution or escalating to the right team

Escribimos las instrucciones

El equipo de Macha escribe las instrucciones de tu agente a partir de cómo tu equipo ya responde ese tipo de ticket.

Get Ticket

Search Tickets

Herramientas para la IA

Conectamos las herramientas

Elegimos las acciones de Freshdesk que puede usar tu agente, buscar, actualizar, responder y más, y lo probamos con tus tickets anteriores.

Reply to ticket

Update status

Add internal note

Se pone a trabajar

Los borradores llegan como notas privadas hasta que son correctos. Después, el agente gestiona esa categoría de principio a fin, y tu gestor de éxito se encarga de los cambios.