Triage
Tickets pending customer reply for more than 7 days, grouped by group and priority.
pullssearchTicketslistGroups
Freshdesk · Live
Ask Freshdesk where the queue is silently piling up.
Read Freshdesk tickets, contacts, conversations, and reports so the agent can audit volumes, response times, and recurring issue themes.
- Auth
- API key
- Access
- Read-only by default
- Plan
- Every plan
- Freshness
- Live — every call hits Freshdesk's API
- Available on
- Every plan
Examples
Questions teams actually ask.
The tools it pulls from are shown inline — every answer in Lumen cites the underlying records it read.
Performance
First-response and full-resolution time by agent over the last 30 days.
pullssearchTicketsgetTicketActivity
Themes
Cluster the last 200 tickets by topic — what are the top 5 reasons people are writing in?
pullssearchTicketslistConversations
Scope
What Lumen sees. What it can change.
Read is on by default. Every write is a separate toggle, capped per user, and logged.
Read
What Lumen reads
Lumen calls the Freshdesk REST API using the API key + domain you paste at install. Read scope only by default.
- Tickets
Search by status, group, agent, type, tag; full conversation thread; activities log
- Contacts & companies
Lookup, ticket history, custom fields
- Groups & agents
Group membership, agent availability, business-hour schedules
- Solutions
Knowledge-base categories, folders, articles, view counts
- Reports
First-response / resolution time, CSAT, ticket volume by view / group
Write · opt-in
What Lumen can write
Lumen does not write to Freshdesk by default. Tagging, status changes, and replies can be admin-enabled per workspace.
Every call is logged with user, operation, ticket / contact ID, and date range. Exportable as CSV.
Install
Connect in under a minute.
No keys, no call, no app marketplace fine print.
- Grab a key01
Copy your Freshdesk API key
In Freshdesk → Profile settings, copy the API key. Note your domain (e.g. yourorg.freshdesk.com) — Lumen needs both.
- Connect02
Paste them into Lumen
In Settings → Integrations → Freshdesk, paste the API key and domain. They're stored encrypted at rest.
- Ask03
Try a warm-up question
Start with "Tickets pending customer reply more than 7 days" — the agent will run the search and group the results.
Connect Freshdesk. Find what's quietly stuck.
API key. Read-only by default. Status/reply writes opt-in.