Can the assistant email my customers?

Only through a reply on a ticket or a note that is not private, and both wait for your approval by default. Notes are private by default, so only agents see them. Opening, closing or resolving a ticket can also send an email when your Freshdesk automations do so.

Can it delete tickets, contacts or companies?

Yes, and each delete waits for your approval by default. Freshdesk moves a deleted ticket to Trash and keeps a deleted contact, so an agent can restore them; a deleted company cannot be restored. The permanent delete of a contact, merging, bulk changes, attachments, forwarding and account settings are not offered.

Why does the ticket list stop at 30 days?

That is how Freshdesk lists tickets: the last 30 days, unless you ask for tickets changed since an earlier date. Searching by status, priority, tag or agent goes up to ten pages of thirty tickets and leaves out archived tickets.

Does Codex see the password or key for Freshdesk?

No. You sign in to Freshdesk through Flowplane, which keeps that sign-in sealed. Codex only gets a Flowplane sign-in for you, which you can revoke in the console.

Can Codex change things in Freshdesk without asking?

Not by default: every change in Freshdesk waits for your approval in the browser. Your workspace’s rules decide, per tool.

Connect Codex to Freshdesk

Codex reaches Freshdesk through one Flowplane address. You add Freshdesk once in Flowplane, add that address to Codex, and sign in. Look through Freshdesk tickets, conversations, contacts and companies, and reply, add notes or update tickets once you approve.

Connect Freshdesk →Set up your assistant

Tools: 11 read · 11 change
Sign-in: Own account or shared key
Approval, by default: Changes wait for you
MCP server: Flowplane’s tools

1
Add Freshdesk in Flowplane
In the Flowplane console, add Freshdesk, type the first part of your Freshdesk address (acme for acme.freshdesk.com) and paste the API key from your Profile settings.
Freshdesk’s API works with an API key, and each key belongs to one agent: it can do exactly what that agent may do in Freshdesk. The workspace can use one key for everyone, or let each person add their own key so the assistant acts as them. Flowplane keeps the key sealed; the assistant never sees it.
Connect Freshdesk →
2
Add Flowplane to Codex
Your address is shown in the Flowplane console; it looks like
https://mcp.flowplane.eu/<your-label>
1. Add the server with the first command below.
2. Sign in with the second: your browser opens Flowplane; sign in and allow Codex.
3. In the IDE extension: MCP servers › Add server, choose Streamable HTTP, paste https://mcp.flowplane.eu/<your-label>, then Authenticate.
```
codex mcp add flowplane --url https://mcp.flowplane.eu/<your-label>
codex mcp login flowplane
```
Steps checked against the vendor’s documentation (OpenAI)
3
Ask Codex
- “Which urgent tickets are still open, and who are they assigned to?”
- “Summarise the conversation on ticket 4821 so far.”
- “Show every ticket from people at acme.com updated this month.”
- “Reply to ticket 4821 that the replacement ships on Monday.”
- “Close ticket 4790 and add a private note that the customer confirmed the fix.”

What it can do

What Codex can do in Freshdesk

Freshdesk is where many support teams answer their customers. Through Flowplane an AI assistant can list and search tickets, read a ticket’s whole conversation, and look up contacts, companies, agents and groups. It can also open, update, reply to and note on tickets and keep contacts and companies up to date, and each of those changes waits for your approval by default.

Reads11

List ticketsTickets, newest firstlist_tickets
Search ticketsFind tickets by status, priority, tag and moresearch_tickets
Get ticketOne ticket with its first messageget_ticket
List conversationsThe replies and notes of a ticketlist_conversations
List contactsContacts, filtered by email, phone or companylist_contacts
Search contactsFind contacts by namesearch_contacts
Get contactOne contactget_contact
List companiesCompanieslist_companies
Search companiesFind companies by namesearch_companies
List agentsThe agents tickets are assigned tolist_agents
List groupsThe groups tickets are assigned tolist_groups

Changesasks first11

Create ticketOpen a ticket, asked firstcreate_ticket
Update ticketChange a ticket, asked firstupdate_ticket
Reply ticketReply to the customer, asked firstreply_ticket
Add noteAdd a note to a ticket, asked firstadd_note
Delete a ticketDelete a ticket, asked first by defaultdelete_ticket
Create contactAdd a contact, asked firstcreate_contact
Update contactChange a contact, asked firstupdate_contact
Delete a contactDelete a contact, asked first by defaultdelete_contact
Create companyAdd a company, asked firstcreate_company
Update companyChange a company, asked firstupdate_company
Delete a companyDelete a company, asked first by defaultdelete_company

FAQ

Questions

Can the assistant email my customers?: Only through a reply on a ticket or a note that is not private, and both wait for your approval by default. Notes are private by default, so only agents see them. Opening, closing or resolving a ticket can also send an email when your Freshdesk automations do so.
Can it delete tickets, contacts or companies?: Yes, and each delete waits for your approval by default. Freshdesk moves a deleted ticket to Trash and keeps a deleted contact, so an agent can restore them; a deleted company cannot be restored. The permanent delete of a contact, merging, bulk changes, attachments, forwarding and account settings are not offered.
Why does the ticket list stop at 30 days?: That is how Freshdesk lists tickets: the last 30 days, unless you ask for tickets changed since an earlier date. Searching by status, priority, tag or agent goes up to ten pages of thirty tickets and leaves out archived tickets.
Does Codex see the password or key for Freshdesk?: No. You sign in to Freshdesk through Flowplane, which keeps that sign-in sealed. Codex only gets a Flowplane sign-in for you, which you can revoke in the console.
Can Codex change things in Freshdesk without asking?: Not by default: every change in Freshdesk waits for your approval in the browser. Your workspace’s rules decide, per tool.

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