API and Webhooks

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

Hi there, We are using M365 Shared Mailboxes for our engagement with customers. Now we are evaluating changing to freshdesk, but it seams like there is no support for shared mailboxes so far. That would be blocker for us and I wanted to ask if there is a way to get the Microsoft email integration, which freshdesk seams to support, to work with shared mailboxes. As far as I can see, it would be sufficient to have a place to enter the exchange mailbox that should be used with the authentication provided instead of using the default mailbox of the user. So is there a way to get this done or is this a feature that is in development? This would unblock us and help us move forward with freshdesk. Thanks, Sia

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" } ] I have all of these values set in the API call. I have tried all sorts of formatting to make sure that the values are the correct type as well. I am using postman currently, but I have also tried just running this in powershell with the same result. I am sure that there is something that I am missing, but I cannot figure out what it is. Has anyone seen something like this and been able to get around it? Thanks!

When I call the /api/v2/tickets/<id> I do get back a field called custom_fields but they are not what I expect for that ticket type, any ideas what I’m doing wrong?

Hello, I try to automatically set a “under support contract” from serial number field filed by customer. To do this : I have a custom field “Serial Number” in the customer ticket form I want to compare the serial number with the serial number in the custom object database. This on is linked to a contract (custom object too) with time expiration. if the contract is still running, set the custom value “under contract” to True Do you have any solution to do this ? Thanks in advance, BR David

Hi...I’m excited that we are finally moving to the Suppoirt Desk Growth plan so will have access to the API. I worked at a previous company and had a suite of Freshdesk API calls via Powershell, such that I basically could run my FD from the Powershell command line. I’m wondering if anyone has done any integration with ToDoIst? When a ticket is assigned to me, I’d like it to generate a Todoist Task that includes the subject line and ticket number. Maybe there is a way to do this without the API?

Hello, when we work with 3rd party support teams (outside the organization) we use the forwarding function. That works. They we do get a reply from the 3rd party and it get’s added as a private note to the existing ticket. That works as well. But now we want to reply to the 3rd party as we might not be happy with the solution or we have ongoing conversation to this topic: I cannot reply to a private note I can use forwarding, but the private information will not be added and so the mail is missing the conversation. Beside the fact, that of course an API would solve all these issues - how do you work with 3rd Party companies and the issue mentioned above? Best Reagrds Linus

Is there a way, either natively or via an add on app to allow me to import time entries into Freshdesk?

I am trying to create a Power Automate dashboard for our steering committee. Part of the dashboard is to have them assign a priority to the ticket. The problem is when I try to PUT the updated information in the ticket via an api call I am getting an error that doesn't make sense. The message I am getting only happens when I try to run the API from Power Automate. It is saying that the property ...email_config_id to be of type string but is type integer. First, I don't see that field in the ticket, and second, I am not editing that field. When I try to run the api call via Postman everything works as it should. What Am I Missing? Postman Config: Postman Params Postman Body Power Platform Custom Connector Config: Power Automate Custom Connector Configuration Power Automate Error: Power Automate Error Message

I am trying to gather specific information on our Freshdesk tickets via API. It seems there is no way to actually get the activities (such as closed via a scenario automation rule) of a ticket via API unless you create a report and export it (Example: https://support.freshdesk.com/en/support/solutions/articles/226460-export-ticket-activities-from-your-helpdesk). This will not work for my needs. However, I feel like certain fields could be useful for our reporting needs, such as Closed By or Resolved/Closed Reason (per agent, automation, per customer, etc…). Unless I’m missing something in the API documentation, I’m not seeing any fields similar to these as part of the ticket API. I know I can get Resolved At and Closed At by using “/api/v2/tickets?include=stats”, but that only includes dates and not who closed the ticket and potentially why it was closed. Is this possible with the current API?

Hi, I need the name or email address of the “responder” (assignee) for each ticket returned by /api/v2/tickets. Thank you

Currently, there is a way to see how many tickets are affected by each automation rule via API (seems like a count of all time and no way to filter based on date of occurrence). Is there a way via API to get a list of the tickets that were affected by these rules and when or is there is a way to see if an automation rule has run via ticket details?

Hi, I’m trying to create a new project or view an existing project with the API; but I keep receiving this answer: "The Project feature(s) is/are not supported in your plan. Please upgrade your account to use it." We have the Pro plan, is this feature only available in the Enterprise plan? Thanks!

Is there a way to append tags to a ticket using the Update Ticket endpoint? Right now it seems to only replace the array of tags instead of adding.

I would like to monitor number of pending tickets remotely through some sort of API and show it in my PRTG network monitoring web map. I don’t need someone to hold my hand through the process, but a little poke in the right direction would be greatly appreciated. Do I need to pay for some freshdesk level to get the API? (that’s fine if so). I am currently the free user and can’t see anything that would help me accomplish this in settings.

Hi there, Just a question to create a discussion: we are looking for an tool to easily create API Documentation. We are very impressed by the way the Freshdesk API is documented. Does someone know which tool Freshworks uses to create these API documentations pages? If not, any other experiences with great tools to create API documentation? https://developers.freshdesk.com/ Kind regards Jos van den End

Hi, I tried to fetch closed tickets older than 2 years with the following query: api/v2/search/tickets?query="updated_at:<%272021-09-01%27%20AND%20status:5" The API however returned tickets older than that, for instance a ticket with the updated_at field with the value "2021-09-06T10:11:59Z". Is this a bug or something I´ve misunderstood about queries?

I see the endpoint firing, and I see how that stream is constructed from the attachments sample, but it doesn’t use the normal Api endpoint auth, it only returns 403 Unauthorized whenever I try. /api/_/attachments is the endpoint I’m referring to. How do we Authenticate with it ?

Does Growth plan of freshdesk provides the API support to submit ticket through the crud operations and in order to connect freshdesk with other applications like asana and all?

Hi Team, Hope all is well, So basically, I’m trying to use fresh service API to create some integration for our use, We have created a custom field called “Required Members” in the ticket requested items that it searches in the user's directory and take it as an input, like the below screenshot: So basically, I’ve used an API call from the documentation to retrieve me the values of all the custom fields that we configured to this ticket, but for this field specifically it returns us the ID of the user which we don’t need it at the mean time, and instead we need to retrieve the email ID. Below is the response to the API call HTTP API call that gets all the ticket details which is used: https://<site>.freshservice.com/api/v2/tickets/<ticket_ID>/requested_items You can let me know if you have any question. Thanks,

Hello I am trying to set up the Intune App and keep getting invalid params. I followed the instructions, to no avail. Has anyone had this issue and if so how were you able to correct it?

Hello, I'm getting "429 - Too Many requests" errors when trying to consume the FreshDesk API. My plan is Growth. Can't I use the API? Thanks

I am trying to use RestSharp to call the outbound_email endpoint. If I don’t include an attachment I am able to post to the end point successfully, however when I do include an attachment using the code below it fails. var client = new RestClient(outboundEmail); var request = new RestRequest("", Method.Post); request.AddHeader("Authorization", "Basic " + Convert.ToBase64String(Encoding.Default.GetBytes(apiKey + ":X"))); string attachmentFilePath = filePath; byte[] attachmentBytes = File.ReadAllBytes(attachmentFilePath); request.AddHeader("Accept", "application/json"); request.AddHeader("Content-Type", "multipart/form-data"); request.AddFile("attachments[]", attachmentBytes, file.pdf, "application/pdf"); request.AddParameter("email", myEmail); request.AddParameter("subject", subject); request.AddParameter("description", description); request.AddParameter("status", status); request.AddParameter("priority", priority); request.AddParameter("email_config_id", emailConfigID); var response =

If I am using APIs to create and update users (contacts) on freshdesk, I have to call separate APIs to update the user and activate the user (through invitation link). Is there a way to add/update password of a user through API ?

We are trying to make an API hit from Freshdesk to 3rd party application which requires oAuth access to be passed in body params and client id client secret will be passed in authorisation headers. Is there any way to send the oAuth access token in the body params