API and Webhooks

Hello Freshdesk Support Team, We are experiencing a limitation with the Freshdesk API v2 that is impacting our integration and reporting capabilities. Issue Summary: We cannot access thread conversations (Private Threads, Forward Threads, Discussion Threads) that exist within ticket notes via the API, even though these threads are visible and functional in the Freshdesk web interface. Current Situation:  What Works:  We can successfully retrieve main conversations using: GET /api/v2/tickets/[id]/conversations We can see private notes and public notes - The web interface shows all threads correctly  What's Missing: Thread conversations nested within notes are not returned by the conversations endpoint - Multiple replies within a Private Thread appear as a single note in the API response We lose the thread hierarchy and individual messages

Hi,I realize this question is better posted to the FreshservicePS Slack channel, but I haven’t received a response in that forum so I’m trying my luck here.I’m using the FreshservicePS PowerShell module and have a question regarding the data retrieved with Get-FreshServiceTicket. I have a ticket that was created from a Service Catalog form, and when I view the SR in the WebUI the form data is visible but it is not retrieved with Get-FreshServiceTicket.How do I retrieve this data using powershell or via the API directly?Thanks!

I am attempting to set up a Webhook Freshdesk automation to PUT ticket data into my CRM. I need the company_ID in the data but cannot get anything to come through with the other fields.I have tried all of the following:{{ticket.contact.company_id}} {{ticket.contact.companyid}} {{ticket.company.id}}} {ticket.company_id}} {{company_id}} {{ticket.contact.department_id}}None of these returns any value at all. What is the correct tag for pushing the ID of the company?

When I attempt to create a solution article from URL using the Article creation API, I get the following errors:  "description": "Validation failed",    "errors": [        {            "field": "title",            "message": "This field cannot be empty",            "code": "missing_field"        },        {            "field": "description",            "message": "This field cannot be empty",            "code": "missing_field"        },        {            "field": "folder_id",            "message": "This field cannot be empty",            "code": "missing_field"        },        {            "field": "status",            "message": "This field cannot be empty",            "code": "missing_field"

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.

If there a way to use a widget so the widget is always open and embedded in the middle of the webpageI would like it to be always open as it is on this website https://www.directline.com/car-cover/contact-usI can only place it bottom left/bottom right with a help buttonIf I try and use an iframe, it no longer appears bottom left or right, but the content does not load. 

Hi everyone, We are an OTA (Online Travel Agency) and we use FRESHDESK, FRESHCHAT and soon what used to be called FRESHCALLER. At the time this message is being written, we have different channels through which tickets are created. The main ones are Freddy the CHATBOT or via incoming EMAILS.CHABOT : We gather a LOT of data from the clients booking (booking date, traveling date, insurance etc.) and we structurally push this information via the CREATE TICKET verb of the FRESHDESK API at the end of the CHATBOT CONVERSATION. As a result, the custom fields are filled in and we are able to calculate PRIORITIES (via the AUTOMATION RULES) based on these fields.    EMAILS : Here the situation is a bit more difficult. Let me try to summarize what happens : One of our system (outside of FRESHDES

Hello,We’re using Faraday + s3 links provided by the Freshdesk API when fetching tickets.  We’re able to download ticket attachments but are not sure what format they’re in when they arrive.We need to be able to encode/decode these ticket attachments and save them to our own s3 instance.  These will be PDFs exclusively. Is this something we need to change in the Faraday settings?

I’m making requests to bring ticket data and I’ve included the stats. However, I noticed that in some requests the first_responded_at field has a date before created_atExample: "created_at": "2025-08-04T21:17:28Z",        "updated_at": "2025-08-29T14:40:53Z",        "associated_tickets_count": null,        "tags": [            "PROD02221-594"        ],        "stats": {            "agent_responded_at": "2025-08-06T20:43:38Z",            "requester_responded_at": "2025-08-06T19:47:42Z",            "first_responded_at": "2024-12-02T21:53:47Z",            "status_updated_at": "2025-08-11T15:30:51Z",            "reopened_at": null,            "resolved_at": null,            "closed_at": null,            "pending_since": null What could be causing this?

How to create webhook for contact creation/update using rest apis 

I have a webhook runbook set up on a hybrid worker in Azure that is written in PowerShell 5.1. When the runbook is triggered, the webhookdata object that is delivered is null. Below is the simple test script I’ve created as a starting point using an example from Microsoft documentation.When it runs, the WebHookData object that is delivered by the webhook is null. param (    [Parameter (Mandatory = $false)]    [object] $WebHookData    )if ($WebHookData) {    write-information $WebHookData    if (-not $WebHookData.RequestBody) {        $WebHookData = (Convertfrom-Json -inputobject $WebHookData)        write-information $WebHookData        }    $WebHookData | set-content -path "<some path>" -force    $VMS = (convertfrom-json -inputobject $WebHookData.RequestBody)    write-information $VMS    }else {    write-information "WebHookData is null"    }

🙏Mods, please move this ticket if I didn’t put it in the right place!  Thanks!Based on the API documentation found here: https://api.freshservice.com/#create_child_service_requestNote 1:Association of child Service Request to a deleted or a spammed ticket is not allowed.Note 2:Nesting of a child Service Request under another child Service Request is not supported. I should be able to use this endpoint, passing in a parent ticket id of a Resolved ticket.  But doing so results in the following error: "code":"invalid_id","message":"There is no record matching the id: 1337" Please either update your documentation or change this behavior.SOLUTION: The way I got around the issue is by reopening the parent ticke

In my FreshService Sandbox that I am working in trying to do some automation we have some fields as shown in the pic I want to be able to download these attachments, but I cannot find a way through the API to access these, These are attached when the ticket is created and need to be in these specific fields.I can access the text in the field without issue, via API, but not the attachments. Is there even a way to do this via the API? I have tried everything I can think of without success.

Adding this to this particluar forum even though this is for Freshservice and not Freshdesk.  There doesn’t appear to be an API subforum for API in Freshservice?But anyway, I’m trying to update old tickets with summarized resolutions notes via API (yes, without Freddy) but haven’t had any success.  Has anyone had luck using API to update Resolution Notes in a ticket?  In Freshservice’ defense I don’t see any documentation about using the API in this way.  But I was hoping it’d be a simple matter of generating a body/json that looks like: {     “ticket”: {           “resolution_notes” : In order to fix this we had to use this 3 step guide”,           “resolution_notes_html” : <div dir="ltr">In order to fix this, we had to use this 3 step guide."</div>     }}The error I’m getting back indicates that it’s not an expected field saying “Validadtion failed” and listing the “resolution_not

   When using the following endpoint, pagination works> Invoke-RestMethod -Method GET -Headers $headers -Uri ($uri + "/tickets?$fsUpdatedSince&per_page=100&include=stats,tags") -ResponseHeadersVariable 'ticketsResponseHeader'> $ticketsResponseHeaderKey                             Value---                             -----Date                            {Tue, 08 Jul 2025 05:43:06 GMT}Transfer-Encoding               {chunked}Connection                      {keep-alive}status                          {200 OK}x-freshservice-api-version      {latest=v2; requested=v2}Link                            {<https://xxxxxxxx.freshservice.com/api/v2/tickets?updated_since=2025-06-01T10:40:21Z&per_page=100&include=stats,tags&page=2>; rel="next"} However when using the /tickets/filter endpoint, the responseheader does not incl

Hello,We as a company have only recently started using Freshdesk following leaving an old ITSM solution. I can’t see anyone has mentioned this in the forums or from searches online so I thought I’d message here.We support a large number of schools for their IT issues, teachers are generally always teaching and they will say to us to contact them at say 12pm on Wednesday.In our old ITSM we could put the ticket on hold/pending and set it to open on a specific date/time by setting this in a field, the ticket would then change to an open state once that specific date/time is reached.I can’t see any way to do this in Freshdesk. I know you can use the To-Do list feature to set a reminder but this doesn’t take the ticket from a Pending state to an Open state, it just sits as Pending requiring the assigned user to set it as Open themselves. Is there a way for the To-Do list to automate this to set as Open? If this was possible then that would be a really good sol

We’re using Zapier API calls to get the requester name and email address from the user ID, but when the object is returned everything is correct except for the email address it returns. The address has the domain removed and a :censored:xx:xxxxxx.com address. The receiving service will not take that format as a valid email address. Why is this being returned incorrectly and is there a setting in FS that can change this?

Hi community,I'm trying to create a contact using the Freshsales CRM API, but I'm receiving the following error response: jsonCopyEdit{ "success": false, "message": "Freshsales API Error (400): Please add a valid account" } Here is the sample payload I am sending: jsonCopyEdit{ "contact": { "first_name": "John", "last_name": "Doe", "email": "john.doe@example.com", "mobile_number": "1234567890", "sales_account_id": 202002197374 } } I'm setting the sales_account_id to an existing account ID (confirmed from the Freshsales UI and API), but still getting this error. What I've Checked: The account ID 202002197374 does exist in my Freshsales instance. I can fetch the account details successfully via the /api/sales_accounts/[id] endpoint. The contact pa

How am I supposed to make an API call to view a list of subfolders? To view list of a Solution Folder you have to put in the category as a param…/api/v2/solutions/folders?category_id={id}

HelloI have a website and I'm interested in a special form of Paniotatz for customer service that currently reaches me to the email defined in freshdesk, so using webhooks the customer will receive a return message to WhatsApp or the email he entered. But I encounter a problem when I try to create an automation, I don't get a proper URL link to put them on my website or on WhatsApp, how do I create this link?

I created an automation to create a new freshdesk ticket my ticket is closed.I have a required dynamic ticket field with Level 1 and Level 2 values. However, some of my Level 1 do not have a  Level 2 set up.    "custom_fields": {        "cf_product_selection": "{{ticket.cf_product_selection}}",        "cf_functional_area": "{{ticket.cf_functional_area}}",    } My webhook is failing  "field":"custom_fields.cf_functional_area","message":"It should not be set, as input is not expected" I tried         "cf_functional_area": "{{ticket.cf_functional_area || ''}}" but it’s still not working. how can I have it check if the ticket has this field and exclude it from my json?  

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

Hello, Our FreshService is interfaced with other software that sends responses or notes and can change the status of tickets using the API. To do this I created an API Key from my profile and provided it to our service provider.The problem is that all the actions carried out on the API appear in the interface in my name, whereas they are carried out in the other software. So I have two questions:Is it possible to have an API Key that isn't linked to a user account?If not, how can I ensure that it's not my name but the name of the other software that appears on the actions carried out by it via the API? Thank youHave a nice day