API and Webhooks

My quesstion How do I extract the base64 data from embedded images within freshdesk tickets? Context The images are hosted on freshdesk with a link such as https://attachment.freshdesk.com/inline/attachment?token=eyJ0eXAiOiJKV1QiLCJhbGciOiJIUzI1NiJ9.eyJpZCI6OTIwMjE0MDI3NywiZG9tYWluIjoiY2lyY3VtZmxleC5mcmVzaGRlc2suY29tIiwiYWNjb3VudF9pZCI6MzAwOTIzfQ.B3CzU2v9lyl4dq7uW6XEjF_oK5IPt__HCKN58RJDNMk . When getting those images, I get a byte stream. That is convertible to base64 data by using a byte to ascii function. This should all work in theory, but in practise I can’t make it work. Goal Replace tickets’ images with their base64 data, to upload on another service: <img src="https://attachment.freshdesk.com/inline/attachment?token=eyJ0eXAiOiJKV1QiLCJhbGciOiJIUzI1NiJ9.eyJpZCI6OTIwMjE0MDI3NywiZG9tYWluIjoiY2lyY3VtZmxleC5mcmVzaGRlc2suY29tIiwiYWNjb3VudF9pZCI6MzAwOTIzfQ.B3CzU2v9lyl4dq7uW6XEjF_oK5IPt__HCKN58RJDNMk " data-id="9198554508" alt="image.png" width="562" height="181"> <img src="data:image/p

Getting 404 error while trying to retrive the skills through API curl --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.

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=bug Thank you

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.

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.

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.

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.

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.

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?

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.

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

In our ticket fields, we have the basic choices for sources However, 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?

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'}]

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? Thanks Matthieu

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

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 solution for us Does anyone ha

Hi, currently I try to integrate Freshdesk in a chat application using the REST api. To do not spam our productive system for the tests, I set up a new freshdesk account and have chosen the FREE version. I tried to first get the list of available tickets according the example curl command: ​curl -v -u user@yourcompany.com:test -H "Content-Type: application/json" -X GET "https://domain.freshdesk.com/helpdesk/tickets/filter/all_tickets?format=json&page=1" ​ But this does not work. So the question is, is the REST API not working in the free version of Freshdesk?

Hello, are there any plans to expand the Freshservice API to be able to complete approvals programmatically?

I have a script that uses the v2 tickets endpoint to return tickets updated since a specific point in time. The script loops through each ticket returned and, for each, calls the time_entries endpoint to retrieve its time entries. Examining the return headers on the very first API call to get the list of tickets reveals a rate limit of 120 and remaining count of 119. However, the first time the script calls for time entries (on the very first ticket) the API returns a 429 error. Presumably, this would be the second call from a rate limit perspective. We have no other apps using the API key. We are on a Pro plan. Any help would be greatly appreciated.

Hi everyone, how can I connect my Power BI desktop app to the tickets information on FreshService? I want to create custom metrics and dashboards and check them directly. Currently I can export a file manually (as Growth doesn’t allow to schedule and so I cannot get an API URL) and connect directly and do the updates. However, I would love the option to just have a direct connection to it, check real time (almost) for metrics and dashboard at any time. I have a Power BI Pro license and FreshService has been our ticketing system for over a year now. I know this is possible with FreshDesk, but with FreshService I have been unable to find a solution using some articles on this group. There are some third party services, but those are static dashboards or is pricey. We want to be able to create a direct connection and produce the exact metrics that our director needs. thank you!

Hi all, i added a freshdesk widget to my site with this line <script type='text/javascript' src='https://euc-widget.freshworks.com/widgets/xxxxxxxxxxx.js' async defer></script> And everything works well. (x are placeholders) Now i need to add the RSI. I added the integrity=xxxxxxxx and the crossorigin=”anonymus” attributes. But the browser tell me No ‘Access-Control-Allow-Origin’ header is present on the requested resource. I already added the RSI for many other resources without problem. Any suggestions? Tnx a lot

I have created a Time trigger automations that mark the ticket status as closed after 48 hrs of ticket being marked as resolved, and we have a ticket update rule that says any changes on the ticket update should call a webhook to our internal system. The trigger automation rule is working fine but the ticket update automation rule is not working as expected. can anyone help

I have been testing out the sample API calls for the freshworks API for Integration that we need to do. I have tried to post to our API using Custom Objects I have already set up and received the message "message":"POST method is not allowed. It should be one of these method(s): GET, HEAD"} We have the API Key and I can do a Get of the Custom Object Records but POST does not seem to be allowed

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?

We’re trying to create sub-tickets (*not actual “Child Tickets*) via an API call, but we need to be able to transfer attachments from the main ticket to them (they generally only have one attachment). When I attempt to put the attachment section from the JSON of the parent ticket into the creation payload, I get a Validation Failed on attachments field of datatype_mismatch with message “It should be of type valid file format”. Here’s the payload I’m putting into my POST to /api/v2/tickets {"email": "REDACTED@redacted.org","status": 2,"priority": 1,"source": 1,"subject": "Child Vaya Onboarding Test","description": "This is a test to Business Apps. Please refer to the parent ticket for attachments.","workspace_id": 2,"group_id": 23000165356, "attachments": [ { "id": 23005786611, "content_type": "application/octet-stream", "size": 1306, "name": "EMP--2024_01_18.csv", "attachment_url": "https://REDACTED.attachments.freshservice.com/data/helpdesk/attachments/production/23005786611/original/