> This is a page from the ElevenLabs documentation. For a complete page index, fetch https://elevenlabs.io/docs/llms.txt. For the full documentation in a single file, fetch https://elevenlabs.io/docs/llms-full.txt. # Freshdesk With a [webhook tool](/docs/reception-ai/integrations/webhooks), 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](#look-up-tickets-with-the-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: ```bash printf 'YOUR_API_KEY:X' | base64 ``` The header value is `Basic ` followed by the output. > **Warning** > > 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](/docs/reception-ai/receptionist/testing) 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](/docs/reception-ai/integrations/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`. |