{
 "categories": [
  "customer-support",
  "helpdesk",
  "itsm"
 ],
 "deployment": "saas",
 "evidence": [
  {
   "date": "2026-09-12",
   "fact": "homepage",
   "note": "Freshworks presents Freshdesk as AI-powered customer service software with omnichannel ticketing, workflows, and a marketplace. The page also states teams can connect Freshdesk through MCP.",
   "source": "https://www.freshworks.com/freshdesk/",
   "tier": "declared"
  },
  {
   "date": "2026-09-12",
   "fact": "vendor",
   "note": "The opened product page identifies the vendor as Freshworks Inc and the product as Freshdesk.",
   "source": "https://www.freshworks.com/freshdesk/",
   "tier": "declared"
  },
  {
   "date": "2026-09-12",
   "fact": "deployment",
   "note": "Freshdesk is sold as hosted customer-service software with public demo and start-for-free links. The opened page does not present a self-host edition.",
   "source": "https://www.freshworks.com/freshdesk/",
   "tier": "declared"
  },
  {
   "date": "2026-09-12",
   "fact": "platforms[0]",
   "note": "The product is used as a browser SaaS console. This pass did not open a first-party iOS or Android app page.",
   "source": "https://www.freshworks.com/freshdesk/",
   "tier": "declared"
  },
  {
   "date": "2026-09-12",
   "fact": "license",
   "note": "Pricing publishes paid Growth ($19), Pro ($55), and Enterprise ($89) per-agent monthly plans billed annually, plus add-ons. License is commercial.",
   "source": "https://www.freshworks.com/freshdesk/pricing/",
   "tier": "declared"
  },
  {
   "date": "2026-09-12",
   "fact": "modalities.api.exists",
   "note": "Freshworks documents Freshdesk APIs as REST. They allow reading, modifying, adding, or deleting helpdesk data over HTTPS only.",
   "source": "https://developers.freshdesk.com/api/",
   "tier": "declared"
  },
  {
   "date": "2026-09-12",
   "fact": "modalities.api.kinds[0]",
   "note": "The v2 APIs are plain JSON over HTTP using POST, GET, PUT, and DELETE. XML support is deprecated. Custom CNAMEs are not supported as API hosts.",
   "source": "https://developers.freshdesk.com/api/",
   "tier": "declared"
  },
  {
   "date": "2026-09-12",
   "fact": "modalities.api.auth[0]",
   "note": "Callers authenticate with a personal API key as the username and any dummy password. Example curl uses -u apikey:X against /api/v2/tickets. The key:dummy pair is Base64-encoded as an Authorization header.",
   "source": "https://developers.freshdesk.com/api/",
   "tier": "declared"
  },
  {
   "date": "2026-09-12",
   "fact": "modalities.api.coverage",
   "note": "The opened reference documents tickets, conversations, contacts, companies, agents, groups, solutions, discussions, automations, and related objects. Plan and per-endpoint rate-limit splits keep coverage partial.",
   "source": "https://developers.freshdesk.com/api/",
   "tier": "declared"
  },
  {
   "date": "2026-09-12",
   "fact": "modalities.api.docs",
   "note": "Opened as the current Freshdesk API Reference, including authentication, rate limits, deprecation policy, and the v2 resource catalog.",
   "source": "https://developers.freshdesk.com/api/",
   "tier": "declared"
  },
  {
   "date": "2026-09-12",
   "fact": "modalities.sdk.exists",
   "note": "Freshworks documents a JavaScript SDK for Freshdesk APIs, installed as npm package @freshworks/freshdesk.",
   "source": "https://developers.freshworks.com/freshdesk-sdk/",
   "tier": "declared"
  },
  {
   "date": "2026-09-12",
   "fact": "modalities.sdk.official",
   "note": "The SDK is published by Freshworks on developers.freshworks.com as the Freshdesk SDK.",
   "source": "https://developers.freshworks.com/freshdesk-sdk/",
   "tier": "declared"
  },
  {
   "date": "2026-09-12",
   "fact": "modalities.sdk.languages[0]",
   "note": "The documented client is JavaScript. Callers construct Freshdesk({ domain, api_key }) and invoke ticket methods.",
   "source": "https://developers.freshworks.com/freshdesk-sdk/",
   "tier": "declared"
  },
  {
   "date": "2026-09-12",
   "fact": "modalities.mcp.first_party",
   "note": "Freshworks documents a hosted Freshworks MCP server for Freshdesk. Clients connect to a tenant MCP URL such as https://{host}/mcp using an API key.",
   "source": "https://crmsupport.freshworks.com/support/solutions/articles/50000012670-model-context-protocol-mcp-integration-in-freshdesk",
   "tier": "declared"
  },
  {
   "date": "2026-09-12",
   "fact": "modalities.mcp.verdict",
   "note": "The vendor article presents the hosted server as official Freshdesk MCP, generally available from 10 September 2026, with named Claude, Cursor, Copilot Studio, and VS Code setup.",
   "source": "https://crmsupport.freshworks.com/support/solutions/articles/50000012670-model-context-protocol-mcp-integration-in-freshdesk",
   "tier": "declared"
  },
  {
   "date": "2026-09-12",
   "fact": "modalities.extensibility.scripting[0]",
   "note": "Admin > Workflows > Automations builds ticket-create and ticket-update rules, including Trigger Webhook and Trigger API actions.",
   "source": "https://support.freshdesk.com/support/solutions/articles/132589-using-webhooks-in-automation-rules",
   "tier": "declared"
  },
  {
   "date": "2026-09-12",
   "fact": "modalities.extensibility.webhooks",
   "note": "Automations can GET, POST, PUT, PATCH, or DELETE to a callback URL with JSON, XML, or XML-encoded bodies. Limits are 1000 webhook calls per hour with retries on failure.",
   "source": "https://support.freshdesk.com/support/solutions/articles/132589-using-webhooks-in-automation-rules",
   "tier": "declared"
  },
  {
   "date": "2026-09-12",
   "fact": "modalities.data_access.export[0]",
   "note": "v2 responses are JSON. The documentation states only JSON is supported in v2.",
   "source": "https://developers.freshdesk.com/api/",
   "tier": "declared"
  },
  {
   "date": "2026-09-12",
   "fact": "modalities.data_access.import[0]",
   "note": "Create and update endpoints accept JSON request bodies for tickets and the other documented resources.",
   "source": "https://developers.freshdesk.com/api/",
   "tier": "declared"
  },
  {
   "date": "2026-09-12",
   "fact": "modalities.rpa.ui_stack[0]",
   "note": "The product console is a hosted web application. No UI probe was run.",
   "source": "https://www.freshworks.com/freshdesk/",
   "tier": "declared"
  },
  {
   "date": "2026-09-12",
   "fact": "modalities.rpa.drivability",
   "note": "No repeatable UI probe exists. REST, webhook, SDK, and MCP documentation establish non-browser paths; drivability stays unknown.",
   "source": "https://developers.freshdesk.com/api/",
   "tier": "declared"
  },
  {
   "date": "2026-09-12",
   "fact": "modalities.computer_use.viability",
   "note": "No computer-use probe artifact was produced. Viability stays unknown.",
   "source": "https://www.freshworks.com/freshdesk/",
   "tier": "declared"
  },
  {
   "date": "2026-09-12",
   "fact": "modalities.agent_docs.llms_txt",
   "note": "Opened a real llms.txt that disambiguates Freshdesk (external customer support) from Freshservice and links product, pricing, and developer URLs.",
   "source": "https://www.freshworks.com/llms.txt",
   "tier": "declared"
  },
  {
   "date": "2026-09-12",
   "fact": "verdict.best_path",
   "note": "The v2 REST catalog is the broader control plane. Hosted MCP is official but monthly-action gated, so API is the best path at the high score.",
   "source": "https://developers.freshdesk.com/api/",
   "tier": "declared"
  },
  {
   "date": "2026-09-12",
   "fact": "verdict.scores.api",
   "note": "Documented read/write REST across helpdesk objects, API-key auth, pagination, and rate-limit headers. Plan splits, personal-key privilege inheritance, and per-endpoint sub-limits keep it at 8.",
   "source": "https://developers.freshdesk.com/api/",
   "tier": "declared"
  },
  {
   "date": "2026-09-12",
   "fact": "verdict.scores.mcp",
   "note": "Official hosted MCP with write tools for tickets, contacts, companies, agents, groups, and solutions. GA from 10 September 2026, but included monthly actions are 100/500/1000 by plan. Score 6 as official useful coverage with a tight action gate.",
   "source": "https://crmsupport.freshworks.com/support/solutions/articles/50000012670-model-context-protocol-mcp-integration-in-freshdesk",
   "tier": "declared"
  },
  {
   "date": "2026-09-12",
   "fact": "verdict.scores.overall",
   "note": "Overall equals the highest assessed path score (API 8).",
   "source": "https://developers.freshdesk.com/api/",
   "tier": "declared"
  },
  {
   "date": "2026-09-12",
   "fact": "freshness.watch[0].url",
   "note": "Opened as the current first-party Freshdesk MCP article, including GA date, plan limits, client setup, and the tool table.",
   "source": "https://crmsupport.freshworks.com/support/solutions/articles/50000012670-model-context-protocol-mcp-integration-in-freshdesk",
   "tier": "declared"
  },
  {
   "date": "2026-09-12",
   "fact": "freshness.watch[1].url",
   "note": "Opened as the current v2 REST catalog, authentication, and rate-limit policy.",
   "source": "https://developers.freshdesk.com/api/",
   "tier": "declared"
  },
  {
   "date": "2026-09-12",
   "fact": "freshness.watch[2].url",
   "note": "Opened as the current Freshdesk plan page, including MCP actions add-on packs at $15/1000 actions.",
   "source": "https://www.freshworks.com/freshdesk/pricing/",
   "tier": "declared"
  },
  {
   "date": "2026-09-12",
   "fact": "freshness.watch[3].url",
   "note": "Opened as the current official Freshdesk JavaScript SDK page.",
   "source": "https://developers.freshworks.com/freshdesk-sdk/",
   "tier": "declared"
  }
 ],
 "freshness": {
  "last_verified": "2026-09-12",
  "volatility": "high",
  "watch": [
   {
    "type": "mcp",
    "url": "https://crmsupport.freshworks.com/support/solutions/articles/50000012670-model-context-protocol-mcp-integration-in-freshdesk"
   },
   {
    "type": "docs",
    "url": "https://developers.freshdesk.com/api/"
   },
   {
    "type": "docs",
    "url": "https://www.freshworks.com/freshdesk/pricing/"
   },
   {
    "type": "docs",
    "url": "https://developers.freshworks.com/freshdesk-sdk/"
   }
  ]
 },
 "homepage": "https://www.freshworks.com/freshdesk/",
 "id": "freshdesk",
 "license": "commercial",
 "modalities": {
  "agent_docs": {
   "llms_txt": true
  },
  "api": {
   "auth": [
    "api-key"
   ],
   "coverage": "partial",
   "docs": "https://developers.freshdesk.com/api/",
   "exists": true,
   "kinds": [
    "rest"
   ]
  },
  "cli": {
   "exists": "unknown"
  },
  "computer_use": {
   "issues": [],
   "viability": "unknown"
  },
  "data_access": {
   "export": [
    "api-json"
   ],
   "import": [
    "api-json"
   ]
  },
  "extensibility": {
   "scripting": [
    "automations"
   ],
   "webhooks": true
  },
  "integrations": {
   "make": "unknown",
   "n8n": "unknown",
   "power_automate": "unknown",
   "zapier": "unknown"
  },
  "mcp": {
   "first_party": true,
   "third_party": [],
   "verdict": "official"
  },
  "rpa": {
   "drivability": "unknown",
   "notes": "No repeatable UI probe was run. Freshdesk's v2 REST API, automation webhooks, official JavaScript SDK, and hosted MCP server cover tickets and related support objects without browser control. This record is Freshdesk customer support, not Freshservice ITSM.\n",
   "ui_stack": [
    "web-dom"
   ],
   "vendor_support": []
  },
  "sdk": {
   "exists": true,
   "languages": [
    "javascript"
   ],
   "official": true
  }
 },
 "name": "Freshdesk",
 "platforms": [
  "web"
 ],
 "related": {
  "alternatives": [
   "freshservice",
   "zendesk"
  ],
  "our_products": []
 },
 "schema_version": 1,
 "score_version": 1,
 "status": "active",
 "vendor": "Freshworks",
 "verdict": {
  "best_path": "api",
  "scores": {
   "api": 8,
   "cli": null,
   "computer_use": null,
   "integrations": null,
   "mcp": 6,
   "overall": 8,
   "rpa": null
  },
  "summary": "Freshdesk is automatable today through its v2 REST API at https://{domain}.freshdesk.com/api/v2/. The documented interface is JSON over HTTPS with GET, POST, PUT, and DELETE. Callers authenticate with HTTP Basic auth using a personal API key as the username and any dummy password. The opened catalog covers tickets, conversations, contacts, companies, agents, groups, solutions, discussions, automations, and related helpdesk objects. Coverage is partial because plan editions and per-endpoint sub-limits split that surface. Account-wide minute limits run from 100 requests on Growth to 700 on Enterprise, with purchasable add-ons. Freshworks publishes an official JavaScript SDK (@freshworks/freshdesk) that authenticates with domain plus API key. Automation rules can POST JSON, XML, or XML-encoded webhooks, limited to 1000 calls per hour. A first-party hosted MCP server is generally available from 10 September 2026 on Growth, Pro, and Enterprise. Clients connect to a tenant MCP URL such as https://{host}/mcp with an API key. Included MCP actions are 100 per month on Growth, 500 on Pro, and 1000 on Enterprise, with add-on packs on the pricing page. This record is Freshdesk customer support only. Freshservice is a separate ITSM product. Zapier, Make, Power Automate, and n8n listings were not opened. An official Freshdesk CLI was not established. Computer-use viability is unassessed. API scores 8 and is the best path because it is the full public REST surface. MCP is official but monthly-action gated, so it scores 6.\n"
 }
}