Freshdesk

Freshdesk Connection

Put Freshdesk to Work with @Human Automations and @Human Agents

The Freshdesk Connection documents all Triggers, Actions and Query Operations available for creating automations via the Freshdesk API.

What can you do with the Freshdesk Connection?

• Connect to the Freshdesk API in a few clicks

• Use the related Freshdesk Operations (see below) in @Human Automations or @Human Agents

Related Operations

Trigger Operations

Ticket Created

Triggers on: tickets/created

Triggered when a ticket is created in Freshdesk.

Ticket Updated

Triggers on: tickets/updated

Triggered when an existing ticket is updated in Freshdesk.

Contact Created

Triggers on: contacts/created

Triggered when a contact is created in Freshdesk.

Contact Updated

Triggers on: contacts/updated

Triggered when an existing contact is updated in Freshdesk.

Action Operations

Action: Create Ticket

Action: Update Ticket

Query Operations

Query: View Ticket

Query: List Tickets

Related Automations

Example link

Obtaining Access Credentials

Here’s the step-by-step guide to generate a Personal Access Token (PAT) in Freshdesk:

Prerequisites

• Admin access to the Freshdesk account.

• Freshdesk domain (e.g., yourcompany.freshdesk.com).

Steps to Generate PAT

1. Log in to your Freshdesk account as an Admin at: https://<your_domain>.freshdesk.com/login (Replace <your_domain> with your actual Freshdesk subdomain.)

2. Navigate to Profile Settings:

   • Click your profile icon (top-right) → "Profile Settings".

3. Generate API Key:

   • Scroll to the "API Key" section.

   • Click "Generate API Key".

   • Enter your password for confirmation.

4. Copy the PAT:

   • The API Key (PAT) will be displayed once.

   • Copy and store it securely (you won’t see it again).

Done. Use this token for system-to-system authentication.

Configuring Webhooks

1. Log in to your Freshdesk account as an Admin.

2. Navigate to Automations:

   • Click the Admin icon in the sidebar.

   • Under Workflows, click Automations.

3. Select Rule Type:

   • Select the appropriate tab for your trigger: Ticket Creation (for new tickets) or Ticket Updates (for changes to existing tickets).

4. Create New Rule:

   • Click New Rule.

   • Enter a Rule Name.

5. Set Conditions:

   • Define the criteria under On tickets with these properties to determine when the webhook should fire.

6. Trigger Webhook Action:

   • In the Perform these actions section, select Trigger Webhook from the dropdown menu.

7. Configure Webhook Details:

   • Request Type: Select the method (e.g., POST).

   • URL: Enter the destination endpoint.

   • Encoding: Select JSON.

   • Content: Choose Simple and select the fields, or Advanced for a custom JSON body.

8. Save Rule:

   • Click Preview and Save to activate the automation.

Code (Apache v2.0): Service Connectivity and Metadata

{
  "handle": "freshdesk-api-v2",
  "status": "active",
  "meta": {
    "short": "Freshdesk",
    "description": "Connect to Freshdesk API for ticket management and customer support operations.",
    "icon": "freshdesk",
    "tags": ["customer-support", "ticketing", "api"]
  },
  "service": {
    "baseURL": {
      "value": "https://{{domain}}.freshdesk.com/api/v2"
    },
    "protocol": "https",
    "contentType": "application/json",
    "headers": {
      "Content-Type": {
        "value": "application/json"
      }
    },
    "auth": {
      "method": "basic",
      "params": {
        "basic": {
          "username": {
            "value": "{{apiKey}}"
          },
          "password": {
            "value": "X"
          }
        }
      }
    }
  }
}

Code (Apache v2.0): List of External Resources and Internal Mapping

[
  {
    "handle": "tickets",
    "meta": {
      "short": "Tickets",
      "description": "Manage support tickets in Freshdesk"
    },
    "endpoint": {
      "value": "/api/v2/tickets"
    },
    "fields": [
      {
        "name": "id",
        "type": "Integer",
        "selector": [
          "id"
        ],
        "meta": {
          "description": "Unique identifier for the ticket"
        }
      },
      {
        "name": "subject",
        "type": "String",
        "selector": [
          "subject"
        ],
        "meta": {
          "description": "Subject of the ticket"
        }
      },
      {
        "name": "description",
        "type": "String",
        "selector": [
          "description"
        ],
        "meta": {
          "description": "Detailed description of the ticket"
        }
      },
      {
        "name": "status",
        "type": "Integer",
        "selector": [
          "status"
        ],
        "meta": {
          "description": "Status of the ticket (e.g., 2 for Open, 3 for Pending, 4 for Resolved, 5 for Closed)"
        }
      },
      {
        "name": "priority",
        "type": "Integer",
        "selector": [
          "priority"
        ],
        "meta": {
          "description": "Priority of the ticket (e.g., 1 for Low, 2 for Medium, 3 for High, 4 for Urgent)"
        }
      },
      {
        "name": "requester_id",
        "type": "Integer",
        "selector": [
          "requester_id"
        ],
        "meta": {
          "description": "User ID of the requester"
        }
      },
      {
        "name": "email",
        "type": "String",
        "selector": [
          "email"
        ],
        "meta": {
          "description": "Email address of the requester"
        }
      },
      {
        "name": "created_at",
        "type": "String",
        "selector": [
          "created_at"
        ],
        "meta": {
          "description": "Ticket creation timestamp"
        }
      },
      {
        "name": "updated_at",
        "type": "String",
        "selector": [
          "updated_at"
        ],
        "meta": {
          "description": "Ticket update timestamp"
        }
      }
    ],
    "operations": {
      "list": {
        "method": "GET",
        "path": {
          "value": ""
        },
        "headers": {
          "Content-Type": "application/json"
        },
        "queryParams": {
          "per_page": "100"
        }
      },
      "read": {
        "method": "GET",
        "path": {
          "value": "/{{id}}"
        },
        "placeholders": [
          {
            "name": "id",
            "type": "Integer",
            "description": "Ticket ID",
            "required": true
          }
        ]
      },
      "create": {
        "method": "POST",
        "path": {
          "value": ""
        },
        "headers": {
          "Content-Type": "application/json"
        },
        "bodyTemplate": {
          "value": "{\"subject\": \"{{subject}}\", \"description\": \"{{description}}\", \"email\": \"{{email}}\", \"status\": {{status}}, \"priority\": {{priority}}}",
          "placeholders": [
            {
              "name": "subject",
              "type": "String",
              "description": "Subject of the ticket",
              "required": true
            },
            {
              "name": "description",
              "type": "String",
              "description": "Detailed description of the ticket",
              "required": true
            },
            {
              "name": "email",
              "type": "String",
              "description": "Email of the requester",
              "required": true
            },
            {
              "name": "status",
              "type": "Integer",
              "description": "Status of the ticket",
              "required": false,
              "default": "2"
            },
            {
              "name": "priority",
              "type": "Integer",
              "description": "Priority of the ticket",
              "required": false,
              "default": "2"
            }
          ]
        }
      },
      "update": {
        "method": "PUT",
        "path": {
          "value": "/{{id}}"
        },
        "headers": {
          "Content-Type": "application/json"
        },
        "bodyTemplate": {
          "value": "{\"subject\": \"{{subject}}\", \"description\": \"{{description}}\", \"status\": {{status}}, \"priority\": {{priority}}}",
          "placeholders": [
            {
              "name": "id",
              "type": "Integer",
              "description": "Ticket ID",
              "required": true
            },
            {
              "name": "subject",
              "type": "String",
              "description": "Subject of the ticket",
              "required": false
            },
            {
              "name": "description",
              "type": "String",
              "description": "Detailed description of the ticket",
              "required": false
            },
            {
              "name": "status",
              "type": "Integer",
              "description": "Status of the ticket",
              "required": false
            },
            {
              "name": "priority",
              "type": "Integer",
              "description": "Priority of the ticket",
              "required": false
            }
          ]
        }
      },
      "delete": {
        "method": "DELETE",
        "path": {
          "value": "/{{id}}"
        },
        "placeholders": [
          {
            "name": "id",
            "type": "Integer",
            "description": "Ticket ID",
            "required": true
          }
        ]
      }
    },
    "webhooks": [
      {
        "event": "created",
        "path": "/webhooks/freshdesk/tickets/created",
        "payload": [
          {
            "name": "id",
            "type": "Integer",
            "selector": [
              "ticket",
              "id"
            ],
            "meta": {
              "description": "Unique identifier for the ticket"
            }
          },
          {
            "name": "subject",
            "type": "String",
            "selector": [
              "ticket",
              "subject"
            ],
            "meta": {
              "description": "Subject"
            }
          }
        ]
      },
      {
        "event": "updated",
        "path": "/webhooks/freshdesk/tickets/updated",
        "payload": [
          {
            "name": "id",
            "type": "Integer",
            "selector": [
              "ticket",
              "id"
            ],
            "meta": {
              "description": "Unique identifier for the ticket"
            }
          },
          {
            "name": "subject",
            "type": "String",
            "selector": [
              "ticket",
              "subject"
            ],
            "meta": {
              "description": "Subject"
            }
          }
        ]
      }
    ]
  },
  {
    "handle": "contacts",
    "meta": {
      "short": "Contacts",
      "description": "Manage contacts in Freshdesk"
    },
    "endpoint": {
      "value": "/api/v2/contacts"
    },
    "fields": [
      {
        "name": "id",
        "type": "Integer",
        "selector": [
          "id"
        ],
        "meta": {
          "description": "Unique identifier for the contact"
        }
      },
      {
        "name": "name",
        "type": "String",
        "selector": [
          "name"
        ],
        "meta": {
          "description": "Name of the contact"
        }
      },
      {
        "name": "email",
        "type": "String",
        "selector": [
          "email"
        ],
        "meta": {
          "description": "Email address of the contact"
        }
      },
      {
        "name": "phone",
        "type": "String",
        "selector": [
          "phone"
        ],
        "meta": {
          "description": "Phone number of the contact"
        }
      },
      {
        "name": "company_id",
        "type": "Integer",
        "selector": [
          "company_id"
        ],
        "meta": {
          "description": "Company ID of the contact"
        }
      }
    ],
    "operations": {
      "list": {
        "method": "GET",
        "path": {
          "value": ""
        },
        "headers": {
          "Content-Type": "application/json"
        }
      },
      "read": {
        "method": "GET",
        "path": {
          "value": "/{{id}}"
        },
        "placeholders": [
          {
            "name": "id",
            "type": "Integer",
            "description": "Contact ID",
            "required": true
          }
        ]
      },
      "create": {
        "method": "POST",
        "path": {
          "value": ""
        },
        "headers": {
          "Content-Type": "application/json"
        },
        "bodyTemplate": {
          "value": "{\"name\": \"{{name}}\", \"email\": \"{{email}}\", \"phone\": \"{{phone}}\", \"company_id\": {{company_id}}}",
          "placeholders": [
            {
              "name": "name",
              "type": "String",
              "description": "Name of the contact",
              "required": true
            },
            {
              "name": "email",
              "type": "String",
              "description": "Email address of the contact",
              "required": false
            },
            {
              "name": "phone",
              "type": "String",
              "description": "Phone number of the contact",
              "required": false
            },
            {
              "name": "company_id",
              "type": "Integer",
              "description": "Company ID",
              "required": false
            }
          ]
        }
      },
      "update": {
        "method": "PUT",
        "path": {
          "value": "/{{id}}"
        },
        "headers": {
          "Content-Type": "application/json"
        },
        "bodyTemplate": {
          "value": "{\"name\": \"{{name}}\", \"email\": \"{{email}}\", \"phone\": \"{{phone}}\", \"company_id\": {{company_id}}}",
          "placeholders": [
            {
              "name": "id",
              "type": "Integer",
              "description": "Contact ID",
              "required": true
            },
            {
              "name": "name",
              "type": "String",
              "description": "Name of the contact",
              "required": false
            },
            {
              "name": "email",
              "type": "String",
              "description": "Email address of the contact",
              "required": false
            },
            {
              "name": "phone",
              "type": "String",
              "description": "Phone number of the contact",
              "required": false
            },
            {
              "name": "company_id",
              "type": "Integer",
              "description": "Company ID",
              "required": false
            }
          ]
        }
      },
      "delete": {
        "method": "DELETE",
        "path": {
          "value": "/{{id}}"
        },
        "placeholders": [
          {
            "name": "id",
            "type": "Integer",
            "description": "Contact ID",
            "required": true
          }
        ]
      }
    },
    "webhooks": [
      {
        "event": "created",
        "path": "/webhooks/freshdesk/contacts/created",
        "payload": [
          {
            "name": "id",
            "type": "Integer",
            "selector": [
              "contact",
              "id"
            ],
            "meta": {
              "description": "ID"
            }
          },
          {
            "name": "name",
            "type": "String",
            "selector": [
              "contact",
              "name"
            ],
            "meta": {
              "description": "Name"
            }
          }
        ]
      },
      {
        "event": "updated",
        "path": "/webhooks/freshdesk/contacts/updated",
        "payload": [
          {
            "name": "id",
            "type": "Integer",
            "selector": [
              "contact",
              "id"
            ],
            "meta": {
              "description": "ID"
            }
          },
          {
            "name": "name",
            "type": "String",
            "selector": [
              "contact",
              "name"
            ],
            "meta": {
              "description": "Name"
            }
          }
        ]
      }
    ]
  },
  {
    "handle": "companies",
    "meta": {
      "short": "Companies",
      "description": "Manage companies in Freshdesk"
    },
    "endpoint": {
      "value": "/api/v2/companies"
    },
    "fields": [
      {
        "name": "id",
        "type": "Integer",
        "selector": [
          "id"
        ],
        "meta": {
          "description": "Unique identifier for the company"
        }
      },
      {
        "name": "name",
        "type": "String",
        "selector": [
          "name"
        ],
        "meta": {
          "description": "Name of the company"
        }
      },
      {
        "name": "description",
        "type": "String",
        "selector": [
          "description"
        ],
        "meta": {
          "description": "Description of the company"
        }
      }
    ],
    "operations": {
      "list": {
        "method": "GET",
        "path": {
          "value": ""
        },
        "headers": {
          "Content-Type": "application/json"
        }
      },
      "read": {
        "method": "GET",
        "path": {
          "value": "/{{id}}"
        },
        "placeholders": [
          {
            "name": "id",
            "type": "Integer",
            "description": "Company ID",
            "required": true
          }
        ]
      },
      "create": {
        "method": "POST",
        "path": {
          "value": ""
        },
        "headers": {
          "Content-Type": "application/json"
        },
        "bodyTemplate": {
          "value": "{\"name\": \"{{name}}\", \"description\": \"{{description}}\"}",
          "placeholders": [
            {
              "name": "name",
              "type": "String",
              "description": "Name of the company",
              "required": true
            },
            {
              "name": "description",
              "type": "String",
              "description": "Description of the company",
              "required": false
            }
          ]
        }
      },
      "update": {
        "method": "PUT",
        "path": {
          "value": "/{{id}}"
        },
        "headers": {
          "Content-Type": "application/json"
        },
        "bodyTemplate": {
          "value": "{\"name\": \"{{name}}\", \"description\": \"{{description}}\"}",
          "placeholders": [
            {
              "name": "id",
              "type": "Integer",
              "description": "Company ID",
              "required": true
            },
            {
              "name": "name",
              "type": "String",
              "description": "Name of the company",
              "required": false
            },
            {
              "name": "description",
              "type": "String",
              "description": "Description of the company",
              "required": false
            }
          ]
        }
      },
      "delete": {
        "method": "DELETE",
        "path": {
          "value": "/{{id}}"
        },
        "placeholders": [
          {
            "name": "id",
            "type": "Integer",
            "description": "Company ID",
            "required": true
          }
        ]
      }
    },
    "webhooks": []
  },
  {
    "handle": "agents",
    "meta": {
      "short": "Agents",
      "description": "Manage agents in Freshdesk"
    },
    "endpoint": {
      "value": "/api/v2/agents"
    },
    "fields": [
      {
        "name": "id",
        "type": "Integer",
        "selector": [
          "id"
        ],
        "meta": {
          "description": "Unique identifier for the agent"
        }
      },
      {
        "name": "contact_id",
        "type": "Integer",
        "selector": [
          "contact",
          "id"
        ],
        "meta": {
          "description": "Contact ID of the agent"
        }
      },
      {
        "name": "first_name",
        "type": "String",
        "selector": [
          "contact",
          "name"
        ],
        "meta": {
          "description": "First name of the agent"
        }
      },
      {
        "name": "email",
        "type": "String",
        "selector": [
          "contact",
          "email"
        ],
        "meta": {
          "description": "Email of the agent"
        }
      },
      {
        "name": "available",
        "type": "Boolean",
        "selector": [
          "available"
        ],
        "meta": {
          "description": "Availability status of the agent"
        }
      }
    ],
    "operations": {
      "list": {
        "method": "GET",
        "path": {
          "value": ""
        },
        "headers": {
          "Content-Type": "application/json"
        }
      },
      "read": {
        "method": "GET",
        "path": {
          "value": "/{{id}}"
        },
        "placeholders": [
          {
            "name": "id",
            "type": "Integer",
            "description": "Agent ID",
            "required": true
          }
        ]
      },
      "update": {
        "method": "PUT",
        "path": {
          "value": "/{{id}}"
        },
        "headers": {
          "Content-Type": "application/json"
        },
        "bodyTemplate": {
          "value": "{\"available\": {{available}}}",
          "placeholders": [
            {
              "name": "id",
              "type": "Integer",
              "description": "Agent ID",
              "required": true
            },
            {
              "name": "available",
              "type": "Boolean",
              "description": "Availability status",
              "required": false
            }
          ]
        }
      },
      "delete": {
        "method": "DELETE",
        "path": {
          "value": "/{{id}}"
        },
        "placeholders": [
          {
            "name": "id",
            "type": "Integer",
            "description": "Agent ID",
            "required": true
          }
        ]
      }
    },
    "webhooks": []
  },
  {
    "handle": "groups",
    "meta": {
      "short": "Groups",
      "description": "Manage groups in Freshdesk"
    },
    "endpoint": {
      "value": "/api/v2/groups"
    },
    "fields": [
      {
        "name": "id",
        "type": "Integer",
        "selector": [
          "id"
        ],
        "meta": {
          "description": "Unique identifier for the group"
        }
      },
      {
        "name": "name",
        "type": "String",
        "selector": [
          "name"
        ],
        "meta": {
          "description": "Name of the group"
        }
      },
      {
        "name": "description",
        "type": "String",
        "selector": [
          "description"
        ],
        "meta": {
          "description": "Description of the group"
        }
      }
    ],
    "operations": {
      "list": {
        "method": "GET",
        "path": {
          "value": ""
        },
        "headers": {
          "Content-Type": "application/json"
        }
      },
      "read": {
        "method": "GET",
        "path": {
          "value": "/{{id}}"
        },
        "placeholders": [
          {
            "name": "id",
            "type": "Integer",
            "description": "Group ID",
            "required": true
          }
        ]
      }
    },
    "webhooks": []
  },
  {
    "handle": "articles",
    "meta": {
      "short": "Articles",
      "description": "Manage knowledge base articles in Freshdesk"
    },
    "endpoint": {
      "value": "/api/v2/solutions/articles"
    },
    "fields": [
      {
        "name": "id",
        "type": "Integer",
        "selector": [
          "id"
        ],
        "meta": {
          "description": "Unique identifier for the article"
        }
      },
      {
        "name": "title",
        "type": "String",
        "selector": [
          "title"
        ],
        "meta": {
          "description": "Title of the article"
        }
      },
      {
        "name": "description",
        "type": "String",
        "selector": [
          "description"
        ],
        "meta": {
          "description": "Content of the article"
        }
      },
      {
        "name": "status",
        "type": "Integer",
        "selector": [
          "status"
        ],
        "meta": {
          "description": "Status of the article (1: Draft, 2: Published)"
        }
      },
      {
        "name": "folder_id",
        "type": "Integer",
        "selector": [
          "folder_id"
        ],
        "meta": {
          "description": "Folder ID of the article"
        }
      }
    ],
    "operations": {
      "read": {
        "method": "GET",
        "path": {
          "value": "/{{id}}"
        },
        "placeholders": [
          {
            "name": "id",
            "type": "Integer",
            "description": "Article ID",
            "required": true
          }
        ]
      },
      "update": {
        "method": "PUT",
        "path": {
          "value": "/{{id}}"
        },
        "headers": {
          "Content-Type": "application/json"
        },
        "bodyTemplate": {
          "value": "{\"title\": \"{{title}}\", \"description\": \"{{description}}\", \"status\": {{status}}}",
          "placeholders": [
            {
              "name": "id",
              "type": "Integer",
              "description": "Article ID",
              "required": true
            },
            {
              "name": "title",
              "type": "String",
              "description": "Title",
              "required": false
            },
            {
              "name": "description",
              "type": "String",
              "description": "Content",
              "required": false
            },
            {
              "name": "status",
              "type": "Integer",
              "description": "Status",
              "required": false
            }
          ]
        }
      },
      "delete": {
        "method": "DELETE",
        "path": {
          "value": "/{{id}}"
        },
        "placeholders": [
          {
            "name": "id",
            "type": "Integer",
            "description": "Article ID",
            "required": true
          }
        ]
      }
    },
    "webhooks": []
  }
]