A support team often uses more than one system. I have worked with teams that keep customer and sales data in Salesforce but manage their service queue in Freshdesk.
The real challenge starts when an AI agent needs to create a Freshdesk ticket from a simple request, such as “Create a case for login access not working.”
Instead of asking an agent to manually copy the request into Freshdesk, you can assign a Flow action to your Agentforce agent.
The Flow sends an HTTP POST request to Freshdesk, creates the ticket, reads the response, and returns the Freshdesk ticket number in the agent conversation.
This guide shows how to build an HTTP Callout with Salesforce Flows integration with Freshdesk and expose it as a custom Agentforce action.