API and Webhooks

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?

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

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  

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

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

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

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,

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

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

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? 

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

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

Hi all,I’m new to freshdesk APIs and sorry if my question doesn’t make any sense.I’m working on powerBI with freshdesk API to do some analysis. I’m in need of Tickets and Time_Entries data which I requested through the API endpoins.I have noticed some of the tickets are not found as entries in “time_entries” data.for instance, take a ticket with id “6364” in “tickets” data and when I match that ticket to the time entries under “ticket_id” column I couldn’t find a entry for some tickets.Initially I thought if there is no responder then no time entries will be found. But I saw some tickets with no responder in time entries.Am I missing something here? Any help is appreciated. Thanks for the time.RegardsFazil M 

Hello,I use the freshdesk API to synchronize contacts and companies with our internal systems.Therefore i have to read all 23.000 contacts, which takes a lot of time. Using pagesize=100 single threaded it takes over 20 minutes. With parallelization using 50 parallel threads, it only takes 10 minutes to get all of them. Now I have two questions:What is the best configuration for parallelization in this context?And is it possible to reduce the data volume by only getting the needed fields (I tested the ?fields parameter, but it doesn’t work)?Many thanksAndiW

Hi all,Is it possible to pass nested objects as contact’s custom fields to Freshdesk API?An example object would look as follows:(simplified POST request to /api/v2/contacts){    “body”: {        “name”: “test name”,        “unique_external_id”: “test_uuid”,        “custom_fields”: {            “objects”: [                “object_1_id”: {                    “id”: “object_1_id”,                    “name”: “test name 1”                },                “object_2_id”: {                    “id”: “object_2_id”,                    “name”: “test name 2”                },            ]        }    }} Or is it only possible to pass simple JSON that would contain simple key: value pairs like object_1_id: id, object_1_name: name etc.?

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. 

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}}/contactsNow i am posting agents with same api key and same base url but it is giving me 403 error.http://{{dest-baseurl}}/agentsPOSTMAN 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 freshdeskI 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 databaseI 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 fieldand 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].s

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 yearI have exhausted the possibilities here on how to calculate the Resolution Time for long date ranges…Can anyone enlighten me, please?Thanks!

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

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.comset the department field to 630currently 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?