The /freshdesk command enables you to manage help desk tickets, contacts, and knowledge base articles. Perfect for:

  • Managing support tickets
  • Tracking customer issues
  • Creating contacts
  • Searching tickets
  • Managing knowledge base

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Basic Usage

Use the command to interact with Freshdesk:

/freshdesk list all open tickets

/freshdesk create ticket "Software Installation Help" for customer@example.com

/freshdesk search tickets with tag "installation"

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Key Features

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Ticket Management

  • List all tickets
  • Create new tickets
  • Update ticket status
  • Assign responders
  • Add tags and notes

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Contact Management

  • List contacts
  • Create new contacts
  • Link to companies
  • Update contact info

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Search Capabilities

  • Search by status
  • Filter by priority
  • Find by tags
  • Query multiple fields

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Knowledge Base

  • List articles
  • Filter by category
  • Track article views
  • Organize by folders

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Example Commands

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List Tickets

/freshdesk show all tickets

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Get Ticket Details

/freshdesk get ticket 12345

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Create Ticket

/freshdesk create ticket "Feature Request" description "Need CSV export" priority 2 for user@example.com

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Update Ticket

/freshdesk update ticket 12345 status resolved priority 3

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List Contacts

/freshdesk list all contacts

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Create Contact

/freshdesk create contact "John Smith" email john@example.com phone +1234567890

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Search Tickets

/freshdesk search tickets with status open and priority high

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Knowledge Base

/freshdesk list knowledge base articles in folder 10

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Ticket Status Values

  • 2: Open
  • 3: Pending
  • 4: Resolved
  • 5: Closed

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Priority Levels

  • 1: Low
  • 2: Medium
  • 3: High
  • 4: Urgent

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Search Query Format

Use field:value format:

  • status:2 - Open tickets
  • priority:1 - Low priority
  • tags:'installation' - Tagged tickets
  • Combine with AND/OR operators

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Custom Fields

Access custom fields with cf_ prefix:

  • cf_department
  • cf_software_version
  • cf_approved

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Tips

  • Use tags for easy categorization
  • Set due dates for SLA tracking
  • Add CC emails for notifications
  • Use custom fields for extra data