# Freshdesk for MSPs (WYRE)

> WYRE's community plugin for MSP help desks on Freshdesk: triage the queue, summarize tickets, reply and look up contacts and SLAs.

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.

- Type: Plugin
- Made by: wyre-ai
- Category: Customer support
- Formats: Claude plugins
- Version: latest
- Website: https://github.com/WYRE-AI/msp-claude-plugins/tree/main/msp-claude-plugins/freshdesk/freshdesk
- Source: https://github.com/wyre-ai/msp-claude-plugins/tree/HEAD/msp-claude-plugins/freshdesk/freshdesk
- Page: https://pluginboard.ai/plugins/freshdesk-wyre-ai

## Works with

- Claude
- GitHub Copilot
- Claude Code
- OpenClaw

## Install

### Claude

In Claude (web or desktop): Customize → Plugins → Add → Add marketplace, enter WYRE-AI/msp-claude-plugins, then add freshdesk

### Claude Code

In Claude Code:

```text
/plugin marketplace add WYRE-AI/msp-claude-plugins
/plugin install freshdesk@msp-claude-plugins
```

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From Pluginboard (https://pluginboard.ai).