API and Webhooks

I want to use Freshdesk APIs in my website. For that when i create a Note/Reply using API it shows as it is created by the support email. Is there any way or any api with which user can contribute to the conversation and it will appear that user only has replied to the conversation.

The default Priority and Status fields are “Required when submitting the form” by agents. If I go into the Service Portal to create a ticket, it does not ask me for the Priority or Status fields. However, when I go to create a ticket through the API, I cannot create it without the Priority or Status fields, even if, I am submitting it as a requester, who would otherwise not see the field in the Service Portal. Am I using the wrong endpoint? I am using making a POST to /api/v2/tickets. Of course, if I pass in the Priority/Status field, it works, but I am trying to understand why it is required for a non-agent requester through the API, but not the Service Portal. Any help is appreciated, thanks!

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.

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

I’m an adminstrator role user in freshdesk account.I need to migrate agents from freshdesk source account to destination account. In postman I Posted a contacts successfully with correct API key and url: http://{{dest-baseurl}}/contacts Now i am posting agents with same api key and same base url but it is giving me 403 error. http://{{dest-baseurl}}/agents POSTMAN ERROR: { "code": "access_denied", "message": "You are not authorized to perform this action." } Please note that i can successfully add Agents from the freshdesk UI. Adminstration > Equipment > Agents > Add New Support Agent. This leads me to a freshworks domain where i can create agents successfully.

I want to export and send information to sales of tickets that had the word “xxx” in the subject or the description field of a ticket and append on the user contact info. I used admin - account - details - export data to get the current database from freshdesk I decided to use Microsoft access database to do the left joins between the ticket table and the user table. I imported the the tickets, companies, and users xml file into the database I had to change the long fields like body, body-html, description, and description to type memo before importing, It was a bit tedious to import the 39 ticket files and 31 user files but it worked fine. I discovered by trial and error that the the helpdesk-ticket request-id is a key to the user table’s id field and the customer-id field is a key to the company table id field. All worked fine and I ended up with this query. Not all the company names populated so maybe customer-id is not foreign key for company table id field. SELECT [helpdesk-ticket

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

Hello! We are using the Freshdesk API to load articles into our company website. We have two distinct audiences that visit - employers and workers - and have categories setup for each of those. We are able to build distinct pages that load only the folders/articles relevant to each by using the List all Solution Folders in a Category endpoint. We also allow for visitors to search for articles. We would like to limit the search results to only articles/folders within a specific category. For instance, if a visitor uses the search from the Employers page, we only want articles that are part of the Employers category to appear. Looking at the Search solution articles endpoint, it appears this only takes a term parameter and returns any articles across all categories and folders. Is there any way to limit the search results to a specific category?

Hi all, I would like to know if there’s a straightforward way of calculating the ticket resolution time for a selected date range and/or group/agent through the API? The endpoints don’t really make too much sense to me. The /search/tickets endpoint only allows for 300 results and has not ticket stats, so I would have to get the ticket ID and make API calls to each individual ticket to get its stats; The /tickets endpoint doesn’t allow proper filtering and has a limit of 30000 tickets, which makes it impossible for me to find the tickets I want for a period of 1 year I have exhausted the possibilities here on how to calculate the Resolution Time for long date ranges… Can anyone enlighten me, please? Thanks!

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&gt;***************************************************************************************************&lt;br&gt;QQube Synchronizer - Starting Time: 06/22/2024 12:05:28 PM - Setup Wizard&lt;br&gt;Application Version 10.1&lt;/pre&gt;", "subject": "Log file from #0 Demo User Success 6/22/2024 12:05:28 PM Full", "email": "matt@clearify.com", "priority": 1, "status": 1 }

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

Hi, Is this possible in Freshservice?

I know i could maybe use API but i cant come up with the correct curl command to be able to do this as an example: all tickets submited by requester email : andrea@freshservice.com set the department field to 630 currently the field is blank for x tickets

Hello everyone, I'm using the bulk update FreshDesk API V2 to update tickets status to Resolved (status=4).When I send a list of ticket IDs, some of the tickets are updated some of tickets not. Sample of request: curl -v -u <USER:PWD> -H 'Content-Type: application/json' -X POST 'https://COMPANY.freshdesk.com/api/v2/tickets/bulk_update' -d '{"bulk_action":{"properties":{"status":4},"ids":[667243,667639]}}' Sample of response: {"job_id":"374d1fb9-93cf-44c4-932e-0571075dc034","href":"https://COMPANY.freshdesk.com/api/v2/jobs/374d1fb9-93cf-44c4-932e-0571075dc034"} Looking the FreshDesk dashboard the status never change. When I try to check the progress I had: {"code":"access_denied","message":"You are not authorized to perform this action."} However, if try to make a bulk update action setting any other status, it works. Could you support me, please?

Apparently, the Asset Assignment History has been released, but it is not appearing on our web interface and the API (what I really want to use) returns a “403 forbidden” error. Example, curl -v -u api_key:<my_key> -X "Content-Type: application/json" -X GET https://<my_domain>.freshservice.com/api/v2/assets/<display_id>/assignment-history What do I need to do to add the feature and/or allow access?

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" } At one point, I was receiving data, but at some point, it stopped for reason I cannot figure out.

The */api/v2/onboarding_requests endpoint returns a status of 4 on some onboarding requests. The only documented statuses range from 1-3. Any ideas what a status of 4 indicates? My only guess is that these are finished requests that had tickets that are now closed.

Hello members, I would like to get the details from the custom object in freshdesk and update the same detail in the ticket field when the ticket is created. Could you please help me if this is possible? I know we can get the info of a custom object and update a ticket (using API and other method via workflow) But I’m not finding a way to achieve this, retrieving an info from the Custom Object and updating it in the ticket field when a ticket is created. Thanks in advance for your help.

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?

Hi, I am trying to write a python script, using the Freshdesk API, to upload solution articles which include embedded images. At this point I am struggling to find a way to upload the images as attachments. A question was posted about this a number of years ago, but was never answered: Is anyone able to assist? Regards, Geoff.

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

Hey everyone, we currently have the need for us that we need to create a new entity after a special service request has been raised in another tool we use. This is only possible via API Request. The issue I now have is that the application only allows OAuth2.0 and Freshservice does not support it. Especially getting the Bearer token is impossible as the standard OAuth2.0 needs Content-Type to be application/x-www-form-urlencoded and this is not supported. Is there any way possible or do we need to ask for a feature request?

Hi, is there anyone who knows how to exclude merged tickets from get tickets api call? My current api call is the following one: GET “https://domain.freshdesk.com/api/v2/tickets?updated_since=2021-01-01T00:00:00Z&page=1&per_page=100&include=stats,requester,company,description” The ouput of this call will give me also merged tickets.I saw that the “affected_area” info most of the time is set to “Merget Ticket”, but not for all of the tickets and I did not find any other possible info about the merging. Does anyone has experience with that?Thanks a lot

I don't know if this is the right place to ask the question, but here goes: I am a Jira admin. I was asked to provide an API key and Webhook url for the purposes of integrating Freshservice and our Jira. Now all the Jiras being created by Freshdesk have me as the reporter. I tried to create a separate Jira admin just for that purpose, but that admin does not have Jira global permissions and I cannot grant them. Without the global permissions, I cannot provide a Webhook url with that account (I can provide the API key). Does the integration really require from Jira both the API key and the Webhook? Can they be integrated with just the API key? Does it have to be an admin with global permissions who provides the API key? The admin I created can create an API key and I would really rather use that account Is it possible to configure the “Reporter” name from Freshservice so that the name is not me?

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?