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API and Webhooks

Using Freshdesk

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243 Posts
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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!

90110
Tintin
Skilled Expert
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

57612
Umar Akbar
Contributor
ITNoob
Apprentice
ITNoobApprentice
asked in API and Webhooks
Intune App Invalid Azure Params

Hello! I would appreciate it if anyone can help. Followed instructions to install Intune app but I get this error:It asks for Azure Client ID and Azure Secret Name. I am assuming I need to create a registered app in EntraID? If so, I have done that and tried Client ID and secret ID but that didn’t work.

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ITNoob
Apprentice
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

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Georg
Apprentice
J
Apprentice
jo.medeirosApprentice
asked in API and Webhooks
Filtering for non-empty fields

Hello, I am trying to search for tickets where a specific field is not empty or null. How do you express the NOT operator within a filter? For example, find all tickets where a custom field is not null? I have tried the following format ?query="cf_csat:!null""

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J
Apprentice
M
Apprentice
Mo_AbiApprentice
asked in API and Webhooks
Download or access to attachments in thread messages

How can I download or get the attachments of a thread message by using API? The following endpoints return the attachment ids of the attachments in the thread but do not return a download link for the attachmentshttps://developers.freshdesk.com/api/#get_message_for_thread https://developers.freshdesk.com/api/#create_a_thread Thanks

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M
Apprentice
Pozole1300
Apprentice
Pozole1300Apprentice
asked in API and Webhooks
connection problems

Buen día,Tengo problemas de conexión con mis cuentas de Freshdesk y Freshchat. No consigo que funcionen correctamente ni sincronizar mis contactos.Ya me he puesto en contacto con otro soporte, pero ninguna de las soluciones ofrecidas ha sido funcional.Quedo atento a vuestro apoyo.Atentamente.

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OlanrewajuAdekunle
Community Debut
R
Apprentice
rowebApprentice
asked in API and Webhooks
Freshdesk webhook to set subject line

I am trying to create a webhook to set the subject line of tickets raised via the Freshdesk portal. I have read and followed the instructions from various Freshworks pages and community articles, and no matter what I do, I cannot get this webhook to work!I can see that the automation has run on all of the test tickets that I have raised - but the subject lines aren’t actually changing! Is anyone able to help with what I am doing wrong? Please note that in the screenshots below I have replaced the URL and API key with placeholders for security reasons, but rest assured that these are entered correctly in the automation!  

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Yusuf Ahmed
Community Manager
C
cpv
asked in API and Webhooks
Validated json string gets error creating ticket

We are using https://www.toptal.com/developers/json-formatter to test validate our strings from our logs into json strings for creating a ticket.We had a verified json string, but an error when creating the ticket.  The ticket works sending just “123”Any ideas? { "description": "<pre>***************************************************************************************************<br>QQube Synchronizer - Starting Time: 06/22/2024 12:05:28 PM - Setup Wizard<br>Application Version 10.1</pre>", "subject": "Log file from #0 Demo User Success 6/22/2024 12:05:28 PM Full", "email": "matt@clearify.com", "priority": 1, "status": 1 }

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jparse
Community Debut
rfordmail
Apprentice
rfordmailApprentice
asked in API and Webhooks
API end point for requested items

I have an API which successfully extracts all FreshService tickets and inserts them into a SQL database table.I now need an extra column which is located on requested_items. I tried to access this data with an API call for each ticket. This worked but blew out the daily maximum API calls when I tried to process thousands of tickets.api/v2/tickets/'+str(row["id"])+'/requested_itemsSo I am now trying to extract all requested_items for a time period and insert then in a SQL database table. Later, in the reporting layer, these tables can be joined to show all requested_items for a set of tickets.Can you please tell me how to code the API to extract all requested_items for a time period?Does this endpoint exist?something like : api/v2/requested_items    ??

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rfordmail
Apprentice
M
Contributor
milad2004Contributor
asked in API and Webhooks
400 Error invalid field for custom field

Google Script app codefunction createTicket(e) { var API_KEY='My API '; var ENDPOINT = 'My domain'; // change to https if SSL is configured. var headers = { 'Content-type': 'application/json', 'Authorization': 'Basic ' + Utilities.base64Encode(API_KEY + ':X') }; var payload = JSON.stringify({"description":"Help needed desparately","subject":"Testing API","email":"user@test.com","priority":1,"status": 2 ,/*I did try this didn't work either*/// 'custom_field[cf_campus]':'QLD'"custom_field": { "cf_campus": "QLD" }}) var url = ENDPOINT + '/api/v2/tickets'; var options = { 'method': 'post', 'headers': headers, 'payload': payload, muteHttpExceptions: true }; // Logger.log("url: " + url); Logger.log("payload: " + options.payload); Logger.log("headers: " + options.headers); var response = UrlFetchApp.fetch(url, options); Logger.log("code: " + response.getResponseCode()); Logger.log("text: " + response.getContentText());}/* Getting this error in outputco

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M
Contributor
C
Apprentice
ccheeverApprentice
asked in API and Webhooks
Freshservice intergration with on-prem Endpoint Central

, none of the related Topics are remotely close to my question,I am setting up Freshservice integration with on-prem Endpoint Central. When I test the connection, I only get errors. I added the IPs that Freshservice's “Support” provided, and it still fails. FYI none of the related Topics are remotely close to my question so I am just picking one.

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C
Apprentice
Tintin
Skilled Expert
TintinSkilled Expert
asked in API and Webhooks
API Freshdesk to Power BI

Hi,How can I retrieve data from Freshdesk via API for the date range from January 1, 2024 and for the specific group, to the current date?Thank you,Tin

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T
Community Debut
panksi
Apprentice
panksiApprentice
asked in API and Webhooks
generateTargetUrl() generates url that is common for whole space

as said in the title,The hook url that was generated for me was baseurl//event/hook/freshdesk for example.How do external events work then, is this hook tied to the space or to the each installation?will it fire 35 times if 35 agents use the app?

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mahendarsingh
Community Manager
N
Apprentice
Nicklas LyngsoeApprentice
asked in API and Webhooks
Proposal: Ability to Change Webhook Failure Notification Email

Idea:I propose adding a functionality to allow users to change the email address where webhook failure notifications are sent.Reasoning:Currently, webhook failure notifications are sent to the account holder's email by default. However, in many cases, the account holder is not actively involved in monitoring or managing technical issues. They often do not interact with our ticketing system, leaving webhook failures unnoticed or delayed in resolution.Solution:Introduce an option within the system settingsCustomize the notification email to a preferred address, such as a system administrator or IT team email. Ensure that these changes can be easily updated by authorized users.Benefits:Faster detection and resolution of webhook failures. Ensures notifications reach the correct technical personnel. Improves system reliability and customer satisfaction.I believe this feature will add value for customers with dedicated technical teams managing integrations and reduce unnecessary involvement

212
mahendarsingh
Community Manager
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  

6353
l1ll1
Community Debut
estanicy
Apprentice
estanicyApprentice
asked in API and Webhooks
Retrieve historical Ticket data

Hello,I am having trouble retrieving historical ticket data, we have a lot of tickets that need to be retrieved for the whole 2024, but i am stuck in how to retrieve all of them. I have tried filtering and also using a “target_date” and a descending order from the latest ticket to the target date but i always get an error (mostly from reaching over the 300 pagination limit). I am trying this in python, can anyone help me on how to build a proper request for this? Thanks

1043
fatimasmak
Community Debut
Y
Apprentice
ygor.silvaApprentice
asked in API and Webhooks
Help with APO

Hello, how are you guys ? I have a question, anybody already use API to disable users in freshdesk administration ? I need to creat a automation to deactivate and create users in freshdesk admin control, but i can’t find any documentation for this action

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Sujitha Dhanaseelan
Community Manager
JBH ABCIS
Apprentice
JBH ABCISApprentice
asked in API and Webhooks
"List All Tickets" API, filtered by Group or View?

Hi. We’re trying to pull ticket data into our reporting/insights platform.The main idea is to start with a simple last-updated date filter (e.g. 2024-12-01), then paginate as much as we can, then change the filter (e.g. 2024-12-01T15:30) to narrow the date range and collect a new set of pages.I have two problems:We have a ticket type for automated logging, which tends to be the vast majority of tickets. I don’t need to report on this, but it adds a lot of noise if I use the “v2/tickets” endpoint, because I can’t filter it by type. Outside of automated logging, our ticket volume can be over 300 tickets per day, and “v2/search/tickets” can’t filter updated-at by timestamp, only by date. There’s no way to use that endpoint for this pagination approach.So I can’t have both type-filtering and timestamp-filtering in the same endpoint. Right now, I’m just using the “v2/tickets” endpoint and discarding anything for the unwanted type, but this still results in a lot of unneeded API calls. We co

963
JBH ABCIS
Apprentice
Tintin
Skilled Expert
TintinSkilled Expert
asked in API and Webhooks
API Freshdesk

Hi, How can I retrieve data within the specific group from Freshdesk via API for the date range from January 1, 2024, and to the current date?  We need to integrate this in Power BI tool. Thank you,

563
madhusingh0906
Community Manager
Tintin
Skilled Expert
TintinSkilled Expert
asked in API and Webhooks
Freshdesk Fields

Hi, What is the limit of fields in freshdesk? thank you

711
madhusingh0906
Community Manager
Tintin
Skilled Expert
TintinSkilled Expert
asked in API and Webhooks
Freshdesk Integration

Hi, How to integrate other ticketing tools in freshdesk?Example: Service now, etc., Thank you,

281
madhusingh0906
Community Manager
T
Apprentice
TamilarasiApprentice
posted in API and Webhooks
Issue with Retrieving Email Field in Contact Search API Response

I'm facing an issue with the Contact Search API. When I call the API to search for contacts, the response includes fields like phone, ID, and name, but the email field is missing from the results.Has anyone encountered this issue before? Are there any specific settings or permissions required to retrieve the email field? 

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furqan85
Community Debut
N
Apprentice
NicoleKinApprentice
asked in API and Webhooks
Webhook to GET email attachments using JSON

Hello!So, I wanted to be able to use the webhook function to extract attachments from tickets automatically after a desired trigger action and either save them to a dedicated file destination or send the data to an application to immediately print pdf/xlxs files. I’ve been reading the documentation, but I think the “Using Webhooks” article might be outdated and would appreciate some help to make sure it works as intended. As I understand it, the JSON code would look something like this:{ "name": "Fetch Email Attachments", "url": "https://yourserver.com/webhook-handler", "http_method": "GET", "headers": { "Content-Type": "application/json", "Authorization": "Basic YOUR_BASE64_ENCODED_API_KEY" }, "payload": { "ticket_id": "{{ticket.id}}", "event": "{{event}}" }, "trigger_on": [ "ticket.created", "ticket.updated" ]} However, in the Trigger webhook section I don’t have an option to edit the body, so I can only assume that the website already has the function writ

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Sneha Kandasamy
Community Manager
A
Community Debut
averdier.solarhonaCommunity Debut
asked in API and Webhooks
Freshdesk SSO SAML Azure AD

Hi everyone, I have a problem when i create a SSO SAML between Freshworks and Azure AD.I make all the parameter with the tutorial but i have an error when i try to connect with SSO.Look at that :If anyone have an idea ?Or something to try ?Thanks a lot :)Alexandre

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A
Community Debut

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