API and Webhooks

Hi all, I’ve tried many ticketing systems but I finally found my way to FreshDesk. I am building my own support portal for my product which uses the FreshDesk API to use its functionalities. The portal primarily focuses on creation, retrieving and updating tickets. But I also want my users to be able to reply. Now I am getting the error that I cannot use my admin API key to reply on behalf of a user as I am using an app-only way of implementation. I understand that I would need the assumption feature, which is only included from the Pro package on forward. I must say; that’s a big step for a pretty small company which is just starting up. I have to say I was a little disappointed seeing this simple and fairly common user delegation being limited by a plan… I am using the Growth plan. Now, I can just reply as the admin’s account (from which I am using the API Key). But now the user will still receive an email that the admin has replied

Hello, I have a scenario, where I want to send out an automated reply to a customer and include CC’d emails. When doing this through UI -it is done automatically, however if I use automation with trigger webhook towards api/v2/tickets/{{ticket.id}}/reply - it only sends email to contact in TO. Same happens if I use automation action “send email to requester” API definition has “cc_emails” that can be included in message json, but there’s no placeholder to populate this data into Automation. So, I’m wondering if there’s a way to send automated ticket reply and include CC’d emails included in original ticket.

Hello,we would like to merge two Freshdesk organizations. What is the best way to proceed here? kind regardsJan

Hi all,How do you other Freshdesk users measure and report on Average Handling Times by agents?We have recently abandoned the use of a Marketplace app to track how much time agents spend on tickets. This uses the Timelogs feature in tickets, which can be reported on at Reports > Timesheet Summary as well as on the API endpoint: https://developers.freshdesk.com/api/#time-entries. Recently, we've moved on to the newly added Average Handling Time feature by Freshworks. We found that we're only able to report on the entries through the Curated report provided by Freshworks/Freshdesk. The entries aren't available through API which is a great strain on our Business Intelligence efforts. 

I have a WordPress site with Gravity form integrated with fresh-desk. All the data are properly coming through the website to the Freshdesk portal but the issue is that whenever the user field one form it creates 2 tickets in the Freshdesk portal. Not sure why 2 tickets are created, it should be only one.

I am working with a student housing business and I'm struggling to implement automation for certain mundane tasks. The student housing business is a middleman between the student and landlord. Sort of like an airbnb but multi unit buildings. One primary nuance is my inability to set up some type of trigger that would be set into action upon a response from the multiple landlords who manage the apartment buildings. Some of the buildings have an ever changing list of room availability and the landlords do not have systems in place to track the room availability (inventory) in real time. To be able to effectively provide up to date availability to students, there needs to be a way to retrieve availability from the landlords, sometimes daily. But it has to be a very simplistic method for the landlords. Perhaps availability can quickly and easily be updated by the landlord If an email could be sent with an imbedded API capable form consisting of tickable radio buttons followed by the var

I have Enterprise plan and use Freshdesk REST API v2. When I trying import of file to message that was created by a customer(not agent), Freshdesk API returns error with status 403: {"code":"access_denied","message":"You are not authorized to perform this action."}. How I can import attachments for such messages? 

As the account admin I “Create[d] an XML file with all [my] data from this Freshdesk Support Desk account.” at Admin >  Account Settings > Export Data. I now have a .zip file that contains .xml files for tickets, users, groups, companies, and solutions. This is perfect, but I want to be able to import this back into my Freshdesk Support Desk account after making a change to the .xml files. Please see my comment below for my attempts.

Hey guys, A few weeks back I managed to get >90% of out last few years Zendesk tickets imported. Just finished the code to convert phone calls to tickets so I thought I'd import the last 3 weeks tickets, comes to ~250 so not many. It doesn't seem to import any of them! They all error with: "It should be one of these values: '[our list of call types]' I'm hand checked the Zendesk tickets and for the most part they do have a call type that matches the list in Freshdesk. I must be missing something if the import worked fine last time. Regards, Andy

Solved

Doing a PUT an an agent to update their information returns this error:"message": "Not allowed to edit Agent's profile information(name, phone, mobile and title)", The documentation lists those fields as valid inputs.https://developer.freshdesk.com/api/#update_agent Frankly… if you cannot edit that information what *can* you update? Also, attempting to update the email gives an odd error, even when the provided value is the existing value:"message": "Email exists in multiple accounts in the org. Only org admins can edit this", Basically, I’m not able to get the update API to do anything useful. Snide comment: hate that the output from a GET is different than the input to PUT <sigh>. I have to move all the fields around. But I guess since they don’t work anyway the extra work was at le

How do I auto reply to the first Twitter DM, but not to mentions?

I need to change the Contact on multiple tickets as all tickets are being transferred to another person at my customer.Can I do a bulk update so the Contact changes from ‘Bob’ to ‘Anne’ for all tickets?ThanksPaul

Just set up an auto reply for emails, but I Can’t find it for FB messages.Can I set a auto reply for FB messages when the customer sends a msg the first time?

Hello We use Google Login to access freshdesk.I can't find API key in my profile settings.What settings should I turn on to active the API key function?Thanks

We are moving from using the portal to using the API.  1 feature we want to retain is the ‘Related Articles’ block on the article solution detail pages.  This doesn’t seem possible ‘out of the box’ after a brief perusal of the API documentation here:https://developer.freshdesk.com/api/#solution_article_attributes How can I achieve my objective of pulling in ‘Related Articles” using the API? 

 How can I add dropdown choices to Freshdesk ticketing dropdown fields using APIs? 

Background: So our HR team puts a csv on a fileshare with a list of users that have left our organisation. I have a powershell script that checks that share every hour and will only run if there’s a new file. The PowerShell Script handles all the offboarding of use but we’re still required to log the ticket manually on Freshservice.Unfortunately, my API knowledge is very limited and I have no idea how to even get started on this. I’ve had a look at the documentation but can’t see how to implement this into PowerShell.Ideally, this should all be done in PowerShell with no 3rd party programs.This is what I’ve done so far:Typed in the below on a command prompt in Windows   curl -v -u myapi:X -H "Content-Type: application/json" -X GET "https://mydomain.freshservice.com/api/v2/tickets/randomticketnumber"Grabbed the “ Authorization: Basic” value that came up in th

Suppose I want to create a KB article ahead of time, for a feature or tool that will be released in the coming weeks. Or I want to edit an existing article with the updates to an existing feature (phased release, for example).I know that it’s possible to save it as a draft and then manually publish it on the appropriate date, but is it possible to manually set the publish date on an article, so that the update is automatically published? Conversely, is it possible to pre-date the article create date or update date?

What’s the syntax to add multiple tags to a ticket? I’m working in powershell and my script works as expected, I’m just not able to add multiple tags.These don’t work:$body.Add('tags','Onboard/Offboard',’onboarding’)$body.Add('tags',['Onboard/Offboard',’onboarding’])$body.Add('tags','["Onboard/Offboard","onboarding"]') Not sure how to do this.  

I am currently working on the creation of a custom app which has a feature to delete single tickets after a certain time, since ticket was created, and only for close tickets. I want somehow to include the following automation that I have in place into the custom app,Now I are facing the issue that in the API documentation we only can filter tickets based on creation date, but we don’t know when the ticket was created so we can not setup a date to start checking and comparing. We want to have something similar as the automation. Which API request should we use?

Hello everyone,   I’m currently working on a project in my company and I need to make the chatbot create a new ticket on the CRM with the information provided by the client during the conversation.   I understand there is an API which can help me to do this but the API I currently have it’s not working and I’m not sure It fully pleases our need.   To be more precise I need to the ticket gets created with the following information:   - Name   - Email   - Subject (this can be obtained from the chatbot’s flow)   - A handwritten message sent by the client.      *I think it’s important to consider that all this information it’s provided during the flow.    Following i’ll leave the API I’m currently using so if u can tell me if it’s ok or if I can get it better thinking of the needs I mentioned before, I’ll be very pleased: {"description": "Conversatio...","subject": " Ticket cr

Hello,  I have a customer that want more than just agents be able to send in FAQ using the kbase e-mail. Is there a solution for that? I was hoping calibrators could do that as well but no. I was asked by the partner support to create a SR here on the forum. 

Hi everyone, I am trying to see if there is an efficient way to get a contact from freshdesk as well as the companies names they are associated with instead of the ID’s below. We are using this in an external system and we are tring to avoid multiple API calls if possible. Our contacts can be associated with multiple companies   thanks

Hello, I’m new to rest api calls, when I run this command I’m not getting any output:curl -u myapikeyhere:X -H "Content-Type: application/json" -X GET -O 'https://mydomainhere.freshdesk.com/api/v2/tickets' Substituting in the API key from my account and my company’s domain, the result is coming back as blank. If I add a -v onto the command I can see that it’s returning with a Status of 200 OK, which is what I’m expecting to see. However, I’m also expecting to see a list of tickets or some other information like is suggested in the API Reference document. For reference, I’m running this command in a BASH terminal, I don’t think this should make a difference but I thought it’s worth noting. Any help is appreciated.