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
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.
| 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
Setup starts in PlayerZero — no pre-configuration in Freshdesk is required.
- In PlayerZero, navigate to Settings → Ticketing
- Find Freshdesk and click Connect
- You’ll be redirected to Freshdesk to log in and authorize PlayerZero
- After authorization, select which PlayerZero projects should have access to this integration