Add Case Note
Add an internal note or call record to a case and optionally change its status.
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Integrate FuseDesk
with your AI CRM
FuseDesk is a customer support platform for managing cases, email conversations, contacts, departments, representatives, chats, and webhooks.
Explore Triggers and Actions
Bulk Merge Cases
Irreversibly merge multiple FuseDesk cases. This cannot be undone; call only after the user explicitly requests a merge and verifies every case ID.
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Bulk Update Cases
Apply an assignment, department, status, tag, CRM automation, CRM tag, or snooze operation to multiple FuseDesk cases.
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Change Case Tag
Apply or remove one existing case tag from one FuseDesk case.
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Close Chat
Irreversibly close a FuseDesk chat and end the live conversation. This cannot be undone. Supplying rep_id, department_id, or case_status may also create and assign a new support case from the chat.
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Create Case
Open a support case for a customer in a FuseDesk department.
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Create Case Tag
Create a reusable FuseDesk case tag.
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Create Contact
Create a FuseDesk contact. FuseDesk also links the new contact to a matching contact in the connected CRM, or creates that CRM contact when no match exists.
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Get Case
Get one FuseDesk support case and its complete history by case ID.
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Get Chat
Get one FuseDesk chat and its complete message history by chat UUID.
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Get Contact
Get a FuseDesk contact by UUID, including current data from its linked CRM contact.
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Get Department
Get a FuseDesk department's assignment, template, staleness, feedback, phone, and archive settings by department ID.
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Get Email
Get one FuseDesk email by its numeric ID, including its complete body.
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Get Rep
Get a FuseDesk rep's detailed profile, permissions, and signatures.
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List Case Tags
List available FuseDesk case tags and their case counts.
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List Chats
List active FuseDesk chats across connected chat platforms, including assignment links, recent-message context, and lifecycle state.
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List Departments
List active, archived, or all FuseDesk departments using the current v2 representation.
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List Reps
List active and disabled FuseDesk reps for assignment and ownership decisions.
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List Webhooks
List configured FuseDesk webhook subscriptions.
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Reply To Case
Send an external email reply on a FuseDesk case using supplied content or an existing reply template. This immediately emails the resolved recipients.
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Search Cases
Search support cases by customer, assignment, status, text, and lifecycle dates, returning one controllable page.
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Search Contacts
Search FuseDesk and linked CRM contacts by required text. The connected API key must include FuseDesk's View Contacts permission.
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Search Emails
Search all or only unassigned FuseDesk emails, returning one controllable page with optionally truncated bodies.
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Snooze Case
Snooze a case until an absolute date/time or FuseDesk relative-time expression.
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Update Case
Change a case's content, customer link, assignment, department, or status. Provide at least one field to update.
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Update Chat
Rename, transfer, relink, or mark a live FuseDesk chat seen or unseen. Provide at least one field to update.
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Update Contact
Update a FuseDesk contact. Warning: FuseDesk also updates the linked CRM contact, so confirm that both records should change before calling this tool. Provide at least one contact field or non-empty billing address to update.
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How the FuseDesk integration works
The FuseDesk integration connects your Dench AI CRM directly to FuseDesk, so agents can read and act on your FuseDesk data as part of everyday work — answering questions in chat, keeping your CRM in sync, and running automations without anyone copying data between tools.
27 actions are available for agents to invoke on your behalf. Every call runs through FuseDesk's own authorization, scoped to the account you connect.
Set up FuseDesk in Dench
- 1
Sign in to your Dench workspace and open Integrations.
- 2
Find FuseDesk and click Connect — you'll authorize access through FuseDesk's own sign-in flow. No API keys or code required.
- 3
Ask an agent to use FuseDesk in chat, or call it from an automation.
- 4
Manage or disconnect the connection any time from workspace settings.
Frequently asked questions
How does the FuseDesk integration work with Dench?
The Dench FuseDesk integration connects your AI CRM to FuseDesk, so AI agents can work with your FuseDesk data as part of chats, automations, and CRM workflows. You connect your account once, and every agent in your workspace can use it — governed by your workspace permissions.
What actions can AI agents perform with FuseDesk via Dench?
The FuseDesk integration currently exposes 27 actions, including Add Case Note, Bulk Merge Cases, Bulk Update Cases, Change Case Tag, Close Chat, and Create Case. Agents invoke them on your behalf from chat or from automations.
Do I need to write code to connect FuseDesk to Dench?
No. You connect FuseDesk from your Dench workspace using FuseDesk's own sign-in and authorization flow — no API keys to copy, no glue code to maintain.
Is the FuseDesk integration secure?
Connections are authorized through FuseDesk's own authentication flow, and Dench stores only the authorization needed to act on your behalf. You can review and disconnect the FuseDesk connection from your workspace settings at any time.