skills.rest
civitai
civitaiOFFICIAL
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freshdesk

Manage Freshdesk support tickets, contacts, and Knowledge Base articles via the v2 REST API.

7.2k|734|Updated Oct 11, 2022
Search Tags:#CLI#customer support#support tickets#ticket triage#REST api#Freshdesk#Knowledge Base
One-click install
npx skills add https://github.com/civitai/civitai --skill freshdesk
Or copy as Structured Prompt for Agent▼
Please help me install this Agent Skill.
Skill: freshdesk
Source: https://github.com/civitai/civitai/tree/main/.claude/skills/freshdesk
Command: npx skills add https://github.com/civitai/civitai --skill freshdesk

SYSTEM DOCUMENTATION & REQUIREMENTS

What problem does it solve?

Support teams need to investigate customer issues, reply to tickets, and maintain Knowledge Base content without constantly switching to the Freshdesk web UI. This Skill exposes the Freshdesk v2 REST API as simple CLI commands so an AI agent can search, view, update, and respond to tickets directly.

Core Features & Use Cases

  • Ticket Operations: List, search, view, reply to, and update tickets (status, priority, agent, group, tags) with formatted or JSON output.
  • Full Investigation: The investigate command fetches ticket details, conversation history, and contact info in one call, and extracts the linked Civitai user ID from the contact's external ID.
  • Knowledge Base Management: Browse categories, folders, and articles, search KB content, and create or update articles with draft/published status control.
  • Safety Guardrails: Built-in rules flag financial or irreversible actions (refunds, account deletion, unbanning) as requiring human approval before execution.
  • Use Case: A support agent asks the AI to investigate ticket #12345; the Skill pulls the ticket, conversations, and requester contact, maps the requester to a Civitai user ID, and the agent then drafts a reply and adds an internal note.

Quick Start

Copy .env.example to .env in the skill directory, add your Freshdesk API key and domain, then ask the AI to investigate a ticket by its ID.

Frequently Asked Questions about freshdesk

High-intent search queries and answers about installing and using this skill.

FAQPage Schema
How do I search Freshdesk tickets from the command line?▼

Run node query.mjs search with a Freshdesk query string such as "status:2 AND priority:4" to filter open urgent tickets. You can also search by requester email, subject keywords, tags, or creation date, and add --json for raw API output.

How do I reply to a Freshdesk ticket or add an internal note?▼

Use the reply command with a ticket ID and message to send a customer-visible response, or the note command to add a private internal comment. Notes are private by default and never shown to the customer.

What credentials does the Freshdesk API integration need?▼

It requires FRESHDESK_TOKEN (your API key from Freshdesk Admin > Profile Settings) and FRESHDESK_DOMAIN (your instance URL). Both are set in a .env file inside the skill directory, with .env.example provided as a template.

Can I create and publish Freshdesk Knowledge Base articles programmatically?▼

Yes, the kb-create command creates an article in a specified folder with a title and HTML body, defaulting to draft status. Use --set-article-status 2 to publish immediately, or kb-update later to change the title, body, or status.

What actions are blocked from automatic execution in this support workflow?▼

Refunds, free Buzz grants, subscription changes, account deletion, password resets, and unbanning users are flagged as requiring human action and never executed automatically. Read-only lookups, internal notes, and ticket status updates are considered safe.

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