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API and Webhooks

Using Freshdesk

  • 210 Topics
  • 434 Replies

210 Topics

S
Community Manager
Sumana SrikanthanCommunity Manager
posted in API and Webhooks

Set up Custom Objects in your Freshdesk yet?

Applicable plans: Forest/Enterprise You can create Custom Objects to capture all relevant, business-critical information right from the get-go with just a few clicks. Through these Custom Objects, you can equip your agents with complete context and enable them to be productive, and respond and resolve faster than ever.  If you are on the Forest or Enterprise plan, just drop a comment on this post to learn more!

9
Timour
Contributor
3 months ago
rhea.desouza
Community Manager
rhea.desouzaCommunity Manager
published in API and Webhooks

Ask me Anything: Live Q&A on API's and Custom ObjectLIVE Q&A

Did we save the best for the last day of November? Let’s find out.@sukanya.arunachalam, Customer Success Engineer, Freshworks, is all set to take the stage at a special ‘Ask Me Anything’.  A little note about our host 💎I got lucky to start and continue my career with a customer-facing job in an expeditiously growing company with over 8 plus years of experience. Starting as a Support Engineer really helped me to shape myself to have a "Customer First" attitude and to become this ardent customer experience representative.Having gained some technical exposure on how SaaS-based products function and have found some success in the areas of Implementation, customer support, framing/coordinating processes, and coaching analysts, I am working on understanding the workflow model of different businesses across SaaS to help offer recommendations which in turn would help deliver better ROI and improve our customers KPI’s! 🎥 Topic: 1. API’s: Overview and capabilities 2. Custom Objects💡 You will

49912
Umar Akbar
Contributor
9 months ago
andrewcruzr
Apprentice
andrewcruzrApprentice
asked in API and Webhooks

Could'n get tickets using per_page

Hello! I need to use pagination to get all open tickets from freshdesk, but it’s not working as expected when i try to use “per_page”:api/v2/search/tickets?query="status:2" works fine, but don’t retrieve all results If i use the “page” parameter, it work fine too. api/v2/search/tickets?query="status:2"&page=2 But if i try to use “per_page” parameter it doesn’t work. api/v2/search/tickets?query="status:2"&per_page=2 Can someone help me figuring out what i’m missing? Thanks  

4
Alisson880
Community Debut
8 hours ago
S
Apprentice
SiegmarApprentice
asked in API and Webhooks

OpenAPI / Swagger

Hi,Why is there no OpenAPI / Swagger YML specification file available for Freshworks APIs ?I tried both URLs below but did not work: https://MY-ACCOUNT.freshdesk.com/api/v2 https://MY-ACCOUNT.freshdesk.com/api/v2/swagger.yml I guess you would agree that OpenAPI is a standard among software APIs and would make life so much easier for Postman tests and API access code generation.And would be a really nice companion for the already nice Freshworks products :-)Thanks

1
T
Community Debut
5 days ago
R
Apprentice
ravisinghApprentice
asked in API and Webhooks

Azure Data Factory Pipeline Failing on GET using Freshdesk REST API

Hi,we are using Azure Data Factory copy function to get data from Freshdesk and copy it to Azure Storage (Data Lake) using the REST API. This has recently stopped working with Bad Request error 400.The connection is successful it’s the getting the data bit from the Freshdesk view that is failing.Have there been any changes recently that could explain this? Interestingly the same thing in Microsoft Power Business Intelligence still works. Thank you in advance for any responses, much appreciated.Ravi

5
D
Community Debut
6 days ago
bhaskardabhi
Apprentice
bhaskardabhiApprentice
asked in API and Webhooks

Getting 404 error while retriving the skills (/api/v2/skills)

Getting 404 error while trying to retrive the skills through APIcurl --location 'https://{subdomain}.freshdesk.com/api/v2/skills' \--header 'Authorization: Basic {BasicToken}' \My account is under trial period and i am the owner then i should have rights to fetch it right? Correct me if i am wrong. 

1
Yusuf Ahmed
Community Manager
8 days ago
S
Apprentice
satwant.singh-dhariApprentice
posted in API and Webhooks

Is there a way to search for tickets in API using a keyword?

Hi, i want to search tickets on basis of Title or Description with the help of API.So far i can get all the tickets or a specific ticket using this "/api/v2/tickets/" but i would like to know if there is a way to filter/search using a specific key word with the API.Something like this "/search/tickets?term=bug" or /search/tickets?query=bugThank you

6
slavka
Community Debut
11 days ago
anukritij
Apprentice
anukritijApprentice
asked in API and Webhooks

GET request issue (API)

In the below url : f'https://{FRESHDESK_DOMAIN}.freshdesk.com/api/v2/search/tickets?query="created_at:{date1}"&page={i}'I am passing date1 in 'YYYY-MM-DD' format but i am unable to get the result if I pass in 'YYYY-MM-DDTHH:MM:SS' format.Also I guess it would be better if you guys increase the page limit in GET requests. It is possible that there are more than 300 tickets created at any date, in that case it won’t be possible to fetch all of them.

1
Sujitha Dhanaseelan
Community Manager
19 days ago
S
Apprentice
SteCamApprentice
asked in API and Webhooks

Project Task API - 401 Error

I randomly get a 401 error when calling ‘Statuses’, ‘Priorities’, and ‘Types’.This happens in Postman and via my powershell script (v5.1).  The pm API does not work with PSv7.The odd thing is, the 401 failure does not happen every time,  It does not happen on the same project every time. If it fails, I can call it again and it will work.I’ve tried inserting a wait timer of 15 second between api calls - that does not solve it.I never had a problem before 3/20/2024.  The issue started on 3/28/2024.  I made no attempts between 3/21 and 3/27.

1
Sujitha Dhanaseelan
Community Manager
1 month ago
DiscoStew
Apprentice
DiscoStewApprentice
asked in API and Webhooks

FreshworksWidget('prefill','ticketForm', { type: ${request} })

I have a React App where I have made a React Component to call the FreshworksWidget.This works great for sending props for API commands like:`FreshworksWidget('close')``FreshworksWidget('open','ticketForm')``FreshworksWidget('open','article', { id: ${article} })` But when I try to call:`FreshworksWidget('prefill','ticketForm', { type: ${request} })` I am receiving the error `VM4910:1 Uncaught SyntaxError: Unexpected identifier 'XXX'`where ‘XXX’ is the string from ${request} Is there something different in how ‘prefill’ works? All attributes of ‘prefill’ generate this error. e.g. subject, derscription, etc.

2
Kamakshi V
Community Manager
1 month ago
R
Apprentice
RudiApprentice
asked in API and Webhooks

Creating Recurring tickets

Hi There Freshdesk is missing a very basic feature. You are not able to schedule a recurring ticket, for example weekly/monthly/annualy.  In most industries today there are requirments to perform certain repetative actions such as maintenance and preventative maintenance. These are critical tasks and if you forget, it could have serious consequences. We must be able to create a recurring ticket in Freshdesk that will automatically create these task as per the planned schedule.Please Freshdesk I notice this has been requested before and we really require this functionality to be added.

10
acftraining7
Community Debut
1 month ago
V
Apprentice
volcanicdoveApprentice
asked in API and Webhooks

Unable to Update Requester via API (missing_params)

Hello, I’m attempting to use the API to update a requester, of which I have been able to pull the information for with no problem. Unfortunately, when following the examples listed in the API documentation, I am entirely unable to get the sample code to work when supplying my own data. The example listed in the API documentation for updating a requester is:curl -v -u api_key:X -H 'Content-Type: application/json' -X PUT -d '{ "first_name":"Ronald", "last_name":"Weasley","time_format":"24h" }' 'https://domain.freshservice.com/api/v2/requesters/888' I am modifying this command as such:curl.exe -u "$($ApiKey):x" -H 'Content-Type: application/json' -X PUT -d '{ "first_name":"First","last_name":"Last","time_format":"12h" }' 'https://domain.freshservice.com/api/v2/requesters/01234567891' When I execute this request, I receive the error:Status: 400{"code":"missing_params","message":"Your update call does not have any parameter. Atleast one parameter is required."} I can confirm that the reques

1
V
Apprentice
1 month ago
K
Apprentice
kmchucApprentice
asked in API and Webhooks

resolved_at missing from /search/filters response

Hello! I’m currently running into an issue where we’re switching from using the /tickets endpoint to the /search/tickets?query=[query] endpoint. We were previously using the stats.resolved_at field to populate when a ticket was marked as resolved but it seems like we aren’t able to access that field from /search/tickets. I know for /tickets we could do include=stats to access the resolved_at field but when trying to apply the same logic to the /search/tickets endpoint, it errored. Does anyone know of another way to access the resolved_at field from the search endpoint? Seems like a very important field to be missing from the Ticket object. 

0
K
Apprentice
1 month ago
nikdejan
Apprentice
nikdejanApprentice
asked in API and Webhooks

Ticket creation automation > Webhook > Update ticket via API

So, I created automation rule on ticket creation. This rule triggers webhook and send ticket details to my ecommerce website endpoint. Ticket content (subject, email, content) are being processed, compared against my ecommerce existing data and based on all this, I’m trying to assign ticket to group/agent, set priority etc. But, when I try to do ticket update via api, I receive a message: 'POST method is not allowed. It should be one of these method(s): GET, PATCH, PUT, DELETE'Ticket update via api, normaly, works just fine in all other cases. Only in this scenarion it will not work. Why? Is it some kind of loop in here? And what is the alternative?

0
nikdejan
Apprentice
1 month ago
baumgaertner
Apprentice
baumgaertnerApprentice
asked in API and Webhooks

Integrate Freshdesk Support Pages in my Website

Hi, i setup a “Help-Center” by the Freshdesk Support Pages. I started to edit the template.The Help-Center is only FAQ, nothing else.Whats the fastest way to implement this Freshdesk Support Center into my website? CNAME: I know i can setup a subdomain and modify the CNAME Con: Editing the template is really hard. I want also the header and the footer from my website there. API: I know i can get the content from freshdesk via API. But i want to keep the search-bar and the “Was this article helpful?” question. Is this possible through the API? iFrame: This is very ugly but it should work. Do you think so? Do someone knows a better solution?What would you do in my situation? Thanks in advance.

2
thebangaloredhaba
Community Debut
1 month ago
alberto_garcia
Apprentice
alberto_garciaApprentice
asked in API and Webhooks

WebHook not trigering

I have an automation that it has been working great, I added an action to the end of the actions already in the automation to trigger a webhok. The first action is happening correctly, the second action is not, is there a log to see why is this happening?

2
acn084
Top Contributor
2 months ago
Filipe F
Apprentice
Filipe FApprentice
asked in API and Webhooks

Webhooks with time entry

Can I create a Webhooks with time entry?I have already created bu I can not get the time entry information like time_spent …. I want to do something that the time_spent will be saved on other place.Can you help me about it.Thanks 

0
Filipe F
Apprentice
2 months ago
Héricles Francisco
Apprentice
Héricles FranciscoApprentice
asked in API and Webhooks

How to: Integration with Power BI

Hi everyone! I would like to ask for some help.I have the task of integrating FreshDesk with Power BI. Here in the forum I found some steps, but I still have doubts and need help to move forward with this demand.I would like to know if there is a step-by-step tutorial for beginners on how to do this integration. From scratch! Because nothing like this has ever been done in my environment. I have already done this configuration: and now I need the steps to proceed with the integration. Can you help me? I would be very grateful! Best regards.

1
rolevc
Contributor
2 months ago
B
Community Debut
BaughfellCommunity Debut
asked in API and Webhooks

API errors

Hello, new user here. I’m trying to create an asset using the API reflecting what I enter manually. I’ve had success with some asset types, but when trying to create a hardware asset with the following (using postman), I get an error:curl -v -u XXXXX:X -H "Content-Type: application/json" -X POST -d '{  "name": "Dell 780",  "asset_type_id": 13000264236,  "asset_tag": "ASSET-9",  "description": "13.3-inch (diagonal) LED-backlit glossy widescreen display,1440-by-900 resolution",  "user_id": 13003603108,  "type_fields": {    "product_25": 13000041218,    "asset_state_25": "In Use",    "serial_number_25": "SW12131133"  }}' 'https://XXXXX.freshservice.com/api/v2/assets' Error{    "description": "Validation failed",    "errors": [        {            "field": "product_25",            "message": "Unexpected/invalid field in request",            "code": "invalid_field"        },        {            "field": "asset_state_25",            "message": "Unexpected/invalid field in request",         

0
B
Community Debut
2 months ago
M
Apprentice
matthieu.giorginiApprentice
posted in API and Webhooks

PowerBI

Hi,I'l like to use powerbi to make some reports.I discovered this: https://apps.freshdesk.com/freshdesk_on_powerbi/Looks great.Then I received the mail below, then nothing.Do you know what I'm supposed to do?ThanksMatthieu

15
alex9910
Community Debut
2 months ago
Enterprise4828
Apprentice
Enterprise4828Apprentice
asked in API and Webhooks

How to request a Change for approval for a team of people using the API?

I am using the Freshservice API, and I made a change. I now want to submit the change for approval, but not against 1 person. It is more like a group of people. In the Web Interface, I would normally click “Request for approval”, then click “CAB Approval” and then select say “Canada - CAB”. Then a list of 5 people appears with checkbox. I want to keep them all checked, but change the type to “anyone can approve”.The endpoint I have for making approvals is “/api/v2/ticket/1448/approvals”, and json object body is {  "approval_type": 2}but I keep getting 404. Also I have no idea how to set up the body json for my specific request. Does anyone know? Thanks 

1
Daniel Söderlund
Skilled Expert
2 months ago
gbtoast
Apprentice
gbtoastApprentice
asked in API and Webhooks

Source Choices on Ticket Creation

In our ticket fields, we have the basic choices for sourcesHowever, when I go to create a ticket on behalf of a customer in the tickets section, under the source dropdown, only “Phone” is selectable. How can I set this up so that the other options are available from that dropdown?

12
J
Community Debut
2 months ago
abren93
Apprentice
abren93Apprentice
asked in API and Webhooks

Freshdesk API: update custom field

Hi, I want to update a custom field using the freshdesk API.This is the request I am making:Fresh.tickets.update_ticket(freshdesk_id, custom_fields={'Some Field': some_value}) This is the response I get: freshdesk.v2.errors.FreshdeskBadRequest: Validation failed: [{'field': 'Some Field', 'message': 'Unexpected/invalid field in request', 'code': 'invalid_field'}] 

3
Davak
Community Debut
2 months ago
S
Apprentice
Sylvain LebelApprentice
asked in API and Webhooks

Webhook automation failure

Hello, We designed Webhooks to call and update external applications from Freshdesk. If the API call fails for some reason, the feedback comes by mail after one hour (3 retries) or so.Did anyone put in place a more efficient and reactive way to handle Webhook failures and can share about it? We are a bit concerned about having to wait one hour to be notified about the failure of the update.Thank you

1
Kajal Vats
Community Debut
2 months ago
M
Contributor
MeriemNAIMContributor
asked in API and Webhooks

API get Contrat from toicket assets

Hello,  I want to display the informations;Ticket n°, Assets name, contract, ectsusing API and i am stuck,Thanks in advance  

0
M
Contributor
2 months ago

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