> ## Documentation Index
> Fetch the complete documentation index at: https://player-zero-drop-coordinator-docs-updates.mintlify.site/llms.txt
> Use this file to discover all available pages before exploring further.

# Freshdesk

> Connect Freshdesk to PlayerZero for AI-assisted customer support and ticket management.

Freshdesk is a customer support platform that helps teams manage, prioritize, and resolve customer issues.

## What You Can Do

Once connected, PlayerZero AI agents can:

* **Search tickets** — Find tickets using keyword search across your Freshdesk environment
* **Read tickets and conversations** — Access full ticket details, customer messages, and agent responses for context
* **Create tickets** — Generate support tickets from debug sessions with subject, description, requester, priority, and tags
* **Update tickets** — Modify existing ticket fields including status, priority, assignee, type, tags, and group
* **Delete tickets** — Remove tickets that are no longer needed
* **Add notes** — Post internal notes with investigation findings and technical details
* **Reply to tickets** — Send replies visible to the customer with investigation results
* **Search contacts** — Find customers by name or email
* **Discover metadata** — List available agents, groups, and ticket fields for routing and categorization

## Use Cases

* **Support triage** — AI agents analyze incoming tickets and suggest priority, tags, or assignment based on code analysis
* **Debug-to-ticket workflow** — Convert investigation findings into detailed Freshdesk tickets for customer communication
* **Known issue detection** — When investigating, agents search for similar past tickets to identify patterns
* **Customer context** — Pull in related tickets and contact history when debugging customer-reported issues

## Scopes & Permissions

<Info>
  PlayerZero requests only the permissions needed for AI agents to assist with support workflows. We follow the principle of least privilege — each permission directly enables a specific capability.
</Info>

| Scope   | Why It's Needed                                                                                                                                                                                          |
| ------- | -------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- |
| `read`  | **Context gathering** — Allows AI agents to read ticket details, conversations, contact information, and metadata when investigating issues or searching for related past tickets                        |
| `write` | **Ticket management** — Enables agents to create tickets from debug sessions, post notes and replies, update ticket fields, and manage ticket lifecycle when you ask them to document or escalate issues |

## Setup

<Note>
  Setup starts in PlayerZero — no pre-configuration in Freshdesk is required.
</Note>

1. In PlayerZero, navigate to **Settings → Context → Ticketing**
2. Find **Freshdesk** and click **Connect**
3. You'll be redirected to Freshdesk to log in and authorize PlayerZero
4. After authorization, select which PlayerZero projects should have access to this integration

## Get Started

👉 [AI Player overview](/features/ai-player)

👉 [Setup guide](/developer-guide/quickstart-guide)