> ## Documentation Index
> Fetch the complete documentation index at: https://docs.openmic.ai/llms.txt
> Use this file to discover all available pages before exploring further.

# Freshdesk Integration

> Connect your OpenMic assistant to Freshdesk to create support tickets during live calls.

The **Freshdesk** integration lets your OpenMic agents create support tickets from live calls, automatically capturing caller details and issue descriptions.

***

## Prerequisites

1. **An active Freshdesk account**.
2. **An OpenMic account** with at least one agent created.
3. Access to the **OpenMic Dashboard**.

***

## Step 1: Connect Your Freshdesk Account

1. Go to **Integrations** in your [OpenMic Dashboard](https://app.openmic.ai).
2. Locate the **Freshdesk** card.
3. Click **Connect Freshdesk**.
4. Enter your Freshdesk credentials and approve access.

***

## Step 2: Add Freshdesk Tools to an Agent

1. Navigate to **Dashboard → Simple Agents**.
2. Select or create an agent.
3. Open the **Custom Functions** tab.
4. Click **Add Function** and select:
   * **Freshdesk Ticket Create** — Create a new support ticket

**Configuration options:**

* **Add caller phone and email to the ticket description** — Automatically includes contact details (enabled by default)
* **Ask for best phone before creating a ticket** — Prompts the caller for their preferred phone number
* **Ask caller for their name before creating a ticket** — Collects the caller's name (if disabled, the caller's phone number is used as the contact name)

***

## Step 3: Configure Your System Prompt

```text theme={null}
You are a support agent for [Your Company Name]. You help callers with their issues and create tickets in Freshdesk.

Today's date and time is {{now.est}}.

Your Approach:
Listen to the caller's issue carefully. Collect their name and email if needed. Once you understand the problem, create a support ticket with `create_freshdesk_ticket` including a clear description of the issue.

Key Rules:
- Get a clear understanding of the issue before creating the ticket
- Include enough detail in the ticket for the support team to act on it
- Confirm with the caller that you've captured their issue correctly
```

<Warning>
  **Always include today's date in your system prompt** when your agent handles time-sensitive information.
  See [Dynamic Variables](/dynamic-variables) for all timezone options.
</Warning>

***

## Available Tools

### Freshdesk Ticket Create

Create a new support ticket in Freshdesk.

**Collected from caller:** Issue description, subject, and optionally name, email, and phone number (based on configuration).