> For the complete documentation index, see [llms.txt](https://limechatai.gitbook.io/limechat-product-guide/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://limechatai.gitbook.io/limechat-product-guide/whatsapp-marketing/flows/action-nodes/assign-agent-to-freshdesk-ticket.md).

# Assign Agent to Freshdesk Ticket

Action Node · Freshdesk Ticket Assignment

### What It Does

This node assigns a specific Freshdesk support agent to an existing Freshdesk ticket directly from the workflow.

It helps automate ticket ownership, streamline support operations, and ensure accountability by routing tickets to the appropriate agent.

The assigned agent becomes responsible for handling the support request inside Freshdesk.

***

### Example

A VIP customer raises a complaint regarding a delayed shipment.

The workflow automatically assigns the ticket to a senior support agent specializing in priority escalations.

This ensures:

* Faster response time
* Clear ownership
* Proper escalation handling

***

## When to Use This Node

Use this node when:

1. You want to route tickets to a specific support agent
2. You need automated ownership assignment
3. You want better workload distribution across agents
4. You are building escalation workflows
5. You want accountability immediately after ticket creation

***

## Requirements

Before configuring this node:

* Freshdesk must already be connected to your LimeChat account
* A Freshdesk ticket must already exist and be linked to the workflow
* The selected Freshdesk agent must exist and be active inside Freshdesk

***

## Supported Events

This node supports:

1. Freshdesk Ticket Created
2. Freshdesk Ticket Updated

***

## Setting It Up

### Inputs

| Input | Type                            | Required | Description                                                     |
| ----- | ------------------------------- | -------- | --------------------------------------------------------------- |
| Agent | Dropdown (Freshdesk Agent List) | Yes      | Select the Freshdesk agent who should be assigned to the ticket |

***

## Input Field Details

### Agent

Choose the Freshdesk support agent who should own and manage the ticket.

The dropdown list is dynamically fetched from Freshdesk and displays available agents.

#### Example

* John Smith
* Priya Sharma
* Support Escalation Team

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## Special Behavior

* Agent list is fetched dynamically from Freshdesk
* Only available Freshdesk agents are shown
* A refresh option may be available to reload the latest agents
* The node assigns ownership only and does not modify ticket content
* Existing ticket details remain unchanged

***

## Outputs

| Output     | Type    | Description                                                                   |
| ---------- | ------- | ----------------------------------------------------------------------------- |
| Successful | Boolean | Indicates whether the agent was successfully assigned to the Freshdesk ticket |

***

## Output Behavior

| Output Value | Meaning                     | Recommended Next Step                         |
| ------------ | --------------------------- | --------------------------------------------- |
| true         | Agent assigned successfully | Continue workflow normally                    |
| false        | Failed to assign agent      | Retry assignment or trigger fallback handling |

***

## What Happens After It Runs

Once executed:

* The selected Freshdesk agent becomes the ticket owner
* The assignment is reflected inside Freshdesk immediately
* The workflow can continue with escalation, notification, or follow-up steps
* Agents receive the ticket under their assigned workload

***

## Best Practices

Use automated assignment rules based on:

* Issue type
* Language
* Customer priority
* Product category
* Escalation level

Ensure agents are active and available inside Freshdesk.

Combine this node with:

* Internal notes
* Priority updates
* Status changes
* Agent handoff workflows

Assign tickets immediately after creation for faster response times.

***

## Key Reminders

1. Freshdesk integration is mandatory
2. A Freshdesk ticket must already exist before this node runs
3. This node only assigns ownership and does not edit ticket content
4. Only active Freshdesk agents can be assigned
5. Commonly used right after ticket creation or during escalations
6. Assignment failures may occur if the selected agent is unavailable or inactive