> ## Documentation Index
> Fetch the complete documentation index at: https://docs.open.cx/llms.txt
> Use this file to discover all available pages before exploring further.

# Freshdesk Integration

> Read and change how the AI works in Freshdesk: which tickets it handles, where handed-off tickets go, the field marked on handoff, extra AI agents, and the assist-mode note footer.

Read and change how the AI works in Freshdesk: which tickets it handles, where handed-off tickets go, the custom field marked on handoff, the extra agents it acts as, and the footer on assist-mode notes. Connecting Freshdesk and changing the domain or API key happen in **Settings → Integrations**; the API key is never returned.

## Key Concepts

* **Not connected** — reads answer `200` with `connected: false`; updates answer `404`
* **Partial updates** — omitted fields keep their value; `ai_agent_ids` replaces the whole list
* **Handoff routing** — `assign_to_agent` needs `handoff_agent_id` and `assign_to_group` needs `handoff_group_id`, else `400`
* **Warnings** — the update re-checks the connection and returns non-fatal setup issues, such as a missing handoff marker field, in `warnings`

## Available Endpoints

> [card] [Get settings](https://docs.open.cx/api-reference/integrations/freshdesk/get_settings.md)
>
> Read ticket intake, handoff routing, extra AI agents, and the note footer.

> [card] [Update settings](https://docs.open.cx/api-reference/integrations/freshdesk/update_settings.md)
>
> Change ticket intake, handoff routing and marker field, extra AI agents, or the note footer.

> [card] [List groups](https://docs.open.cx/api-reference/integrations/freshdesk/list_groups.md)
>
> List the Freshdesk groups, to pick the default or handoff group.

> [card] [List agents](https://docs.open.cx/api-reference/integrations/freshdesk/list_agents.md)
>
> List the Freshdesk agents, to pick the handoff agent or extra AI agents.


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