slug: freshdesk
provider: Freshdesk
generated_by: planning/capability-mapping/scripts/classify_capabilities.py
model: claude-opus-5
frame:
- Software & Technology
min_confidence: 0.7
capability_model:
  source: https://github.com/vincentmakes/turbo-ea-capabilities
  license: CC-BY-4.0
  attribution: Turbo EA Capabilities by Vincent Verdet — Turbo EA, https://github.com/vincentmakes/turbo-ea-capabilities,
    CC BY 4.0
  notice: NOTICE
edge_count: 6
edges:
- tag: Conversations
  spec_file: freshdesk-conversations-api-openapi.yml
  capability_id: BC-430.10
  capability_id_l1: BC-430
  capability_name: Customer Inquiry Management
  confidence: 0.9
  evidence: POST /tickets/{ticket_id}/reply replyToTicket Reply to a ticket; POST /tickets/{ticket_id}/notes
    createNote Create a note on a ticket
  reason: Operations handle replies, notes and forwarding on support tickets — handling and resolving
    inbound customer contacts.
- tag: Tickets
  spec_file: freshdesk-tickets-api-openapi.yml
  capability_id: BC-430.10
  capability_id_l1: BC-430
  capability_name: Customer Inquiry Management
  confidence: 0.9
  evidence: POST /tickets  createTicket  Create a ticket; PUT /tickets/merge  mergeTickets
  reason: Core helpdesk ticket lifecycle on a customer support platform — capture, update, merge of inbound
    customer contacts.
- tag: Contacts
  spec_file: freshdesk-contacts-api-openapi.yml
  capability_id: BC-420.10
  capability_id_l1: BC-420
  capability_name: Customer Data Management
  confidence: 0.88
  evidence: POST /contacts/merge mergeContacts Merge contacts; GET /contact_fields listContactFields List
    all contact fields
  reason: Full lifecycle of customer contact records including merge (identity resolution), restore and
    export — squarely customer data management.
- tag: Satisfaction Ratings
  spec_file: freshdesk-satisfaction-ratings-api-openapi.yml
  capability_id: BC-430.50
  capability_id_l1: BC-430
  capability_name: Customer Feedback Management
  confidence: 0.88
  evidence: POST /tickets/{ticket_id}/satisfaction_ratings  createSatisfactionRating; GET /surveys/satisfaction_ratings  listSatisfactionRatings
  reason: Operations capture and list customer satisfaction survey ratings on support tickets, which is
    voice-of-customer / feedback management within customer service.
- tag: Companies
  spec_file: freshdesk-companies-api-openapi.yml
  capability_id: BC-420.10
  capability_id_l1: BC-420
  capability_name: Customer Data Management
  confidence: 0.82
  evidence: POST /companies createCompany Create a company; GET /company_fields listCompanyFields List
    all company fields
  reason: Company records with configurable custom fields are the customer-account master data in the
    helpdesk, i.e. customer data management.
- tag: Solutions
  spec_file: freshdesk-solutions-api-openapi.yml
  capability_id: BC-430.40
  capability_id_l1: BC-430
  capability_name: Self-Service Management
  confidence: 0.8
  evidence: POST /solutions/folders/{folder_id}/articles  createSolutionArticle  Create a solution article
  reason: Freshdesk 'Solutions' is the helpdesk knowledge base (categories, folders, articles) used for
    customer self-service support content.