WYRE's community plugin for MSP help desks on Freshdesk: triage the queue, summarize tickets, reply and look up contacts and SLAs.
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About
A community Claude Code plugin from WYRE AI for MSP help desks that run on Freshdesk. WYRE is a third party; this isn't made by Freshworks. It bundles five skills that teach your agent Freshdesk's API and ticket conventions, a triage agent, two commands, and a connection to WYRE's Freshdesk MCP server. What you can do with it - List, search, create and update tickets, reply to them and add internal notes - Summarize a ticket and its whole conversation for a handover: the request, what has happened, its SLA state and the next step - Triage the open queue: rank tickets by SLA pressure and impact, find unassigned ones and suggest priority and routing - Look up, create and update contacts and companies, and match a requester to their company - Browse the knowledge base by category, folder and article, and add new articles - Check the SLA policies and business hours behind due dates and breaches How it connects In Claude Code, run /plugin marketplace add WYRE-AI/msp-claude-plugins, then /plugin install freshdesk. Its MCP server runs on WYRE's Conduit gateway at https://conduit.wyre.ai/v1/freshdesk/mcp. You need a Conduit account (it asks you to sign in the first time) and two environment variables: FRESHDESK_DOMAIN, the part of your Freshdesk address before .freshdesk.com, and FRESHDESK_API_KEY, from your Freshdesk profile settings. The plugin sends both to the gateway as headers. Good to know - Conduit is a paid WYRE service with a free 14-day trial, and hosted signup asks for a card. - Your Freshdesk API key passes through WYRE's gateway. WYRE also publishes the server as open source (WYRE-AI/freshdesk-mcp) if you'd rather run it yourself. - There's no knowledge-base search: articles are found by walking categories and folders. - The triage agent and the ticket summary only read unless you ask for changes. A reply emails the requester.
Once it’s added
“Triage the open Freshdesk queue.”
“Which tickets are about to breach SLA?”
“What urgent tickets are unassigned?”
“Catch me up on ticket 12345 and suggest the next step.”
“Find this week's new urgent tickets for the network group.”
“Route the new tickets that came in overnight.”
Before you add it
Reads only
Tickets and their conversation threads · Contacts, companies, agents and groups · Knowledge-base categories, folders and articles · SLA policies and business hours
Makes changes · your agent can ask first
Creates and updates tickets, including priority, group and agent · Replies to tickets, which emails the requester, and adds internal notes · Creates, updates and merges contacts and companies · Adds knowledge-base articles
From people who use it
Step by step
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/plugin marketplace add WYRE-AI/msp-claude-plugins /plugin install freshdesk@msp-claude-plugins
Scanned and passed · checked 6 h ago
Nobody has shared how they use Freshdesk for MSPs (WYRE) yet.
Plugins people install alongside Freshdesk for MSPs (WYRE).
Nothing new reaches your agent until a person has looked at it.
Scanned on every change, and again when our rules improve.
Claude CodeSupported
OpenClawSupportedTell us and a person on the trust team will look at it. Or email [email protected].
Plugins people install alongside Freshdesk for MSPs (WYRE).
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Security scan
Passed
Safe to install in every agent it supports. Claude plugins.
