Freshdesk | ElevenLabs Documentation

With a webhook tool, your receptionist can open a Freshdesk ticket whenever a caller reports a problem or asks for help, so your team can pick it up. On Growth, Pro, and Enterprise plans, you can also connect Freshdesk’s MCP server to look up existing tickets.

Create tickets

Get your API key

In Freshdesk, select your profile picture, open Profile settings, and select View API key. Copy the key. It acts as your agent account, so tickets are created with your permissions.

Build the authorization header

Freshdesk uses the API key as a username with X as the password. Encode it in a terminal, replacing YOUR_API_KEY with your key:

printf 'YOUR_API_KEY:X' | base64

The header value is Basic followed by the output.

Don’t paste your API key into an online encoder. Anyone with the key or the encoded header can read and change your tickets.

Create the webhook tool

Go to Integrations, select Add integration, and choose Webhook Tool.

Field	Value
Name	`create_freshdesk_ticket`
Description	”Open a support ticket when a caller reports a problem or needs help from the team.”
Method	POST
URL	`https://YOURDOMAIN.freshdesk.com/api/v2/tickets`
Request Headers	`Authorization`: `Basic` followed by the encoded key
Body Parameters	`name` (string, required): “The caller’s full name.” `phone` (string): “The caller’s phone number.” `email` (string): “The caller’s email address, if they gave it.” `subject` (string, required): “A short summary of the problem.” `description` (string, required): “What the caller reported, in their words, with any details they gave.” `status` (number, required): “Always the exact value `2`.” `priority` (number, required): “Always the exact value `1`.” `source` (number, required): “Always the exact value `3`.”
Assign to agents	Receptionist

Replace YOURDOMAIN with your Freshdesk subdomain. Select Enable.

Test it

Test your receptionist by reporting a problem. The ticket appears in Freshdesk.

The fixed values create the ticket as Open (status 2) with Low priority (priority 1), and mark it as coming from Phone (source 3). To let the receptionist set the priority, describe the values instead, for example: “1 for low, 2 for medium, 3 for high, 4 for urgent.”

Freshdesk needs a phone number or email to find or create the requester. Tell your receptionist to always collect the caller’s phone number.

Look up tickets with the MCP server

Freshdesk’s MCP server is available on Growth, Pro, and Enterprise plans. Use it to let your receptionist look up a caller’s existing tickets. MCP actions count against a yearly allowance that depends on your plan.

In Reception.ai, go to Integrations, select Add integration, and choose MCP Server.

Field	Value
Name	Freshdesk
Server type	Streamable HTTP
Server URL	`https://YOURDOMAIN.freshdesk.com/mcp`
HTTP Headers	`Authorization`: your API key, with no prefix

Leave Secret Token empty, so Reception.ai sends your Authorization header exactly as entered. Use your freshdesk.com subdomain even if you have a custom domain. Select Enable.

Open the Tools tab and assign the ticket lookup tools, such as fetchSearchTickets and fetchTicket, to the Client (receptionist). Leave tools that update tickets, agents, groups, or articles unassigned.

Troubleshooting

Problem	What to check
401 from Freshdesk	Encode the key with `:X` after it, and start the header value with `Basic` and a space.
400 about the requester	The ticket needs a phone number or email, plus the name. Make sure the receptionist collects them.
400 about status or priority	`status`, `priority`, and `source` must be number parameters, not strings.
The MCP server lists no tools	Use your `freshdesk.com` subdomain, and put the raw API key in the `Authorization` header with no `Basic` or `Bearer`.