API and Webhooks

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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 least er… good for the soul?

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 the output. I used this because for some reason, Postman doesn’t seem to work with the API key even if I set the value to X. Grabbed

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 creado desde Ecomsurito por ${{node::25981974}} ","email": "${{node::25981975}}","priority": 2,"status": 1} I’d be tr

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.

Is it possible to add dropdown choices in freshdesk ticketing dropdown fields via api?

Hello,we just set up the system and testing it….at first the testusers were able to register and log in via mail & password….Now the Customerportal LogIn is asking for a API-Token?How can i change it back to the mail & password login?Plan: FreeThanks an BR  

I've created tickets by email and by portal.They all say "reported via phone".How can I change this?Thanks,Ricky

 Test connection failed. Details: You are not authorized to perform this action.Hi i get this error when trying to connect power automate to freshdesk for some automation Could you advise on resolution please 

Hi, does anyone know if you can reply from a ticket in freshdesk via freshchat? without having to actually go into freshchat and typing the message.  We will not be using email as a form of communication with our customers due to security concerns, everything will be done via our in-app chat and freshchat so email is a no go.  We will have back office teams who will be dealing more complex issues but they wont have access to send responses via freshchat.  I have received conflicting information from freshdesk support, Ive been told this is possible via an automation API and triggering a webhook but i have also been this isnt possible by another.  If anyone can offer any solutions or ideas that would be much appreciated, many thanks  

Hello,I am dealing with a problem right now related to the API functionality of Freshdesk. In our application it's possible to add a note to a ticket, this sends a HttpRequest through the API functionality Freshdesk offers.The problem is that whenever a regular user of the platform tries to add a note to a ticket, the request will be denied. (403 error). They are supposedly not allowed to do this, meanwhile customers are able to do this in the customer portal of Freshdesk.The problem above only occurs when adding the UserID as a parameter. If I omit that then the note will get added succesfully, altough there won't be a source of whom added the note. The issue also doesn't show up if the acting user adding the note is also an active agent inside Freshdesk.What can I do here to let customers add notes through the API?I don't think this shouldn't be allowed since customers are able to add notes to tickets through other sources, like e-mail or from the customer portal.For what it is worth

Hi, I am newbie with freshworks, and I am trying to use the help widget, I have an embedded code for the widget, but it always get an error and when I check the call it made to he API, the response is always "widget_id_not given". Has this happened to anyone or can you help me? 

Hi everyone Hope you are doing well. I need your help for this issue: I need to connect to an API, this API is private and you can connect with the API using the authorize domain wich I provide to the owner of the API ( in this case the authorized domain is my instances of Freshdesk Omnichannel ). Now my question is: To connect with this private API i need to put the url domain of the API and the url of my instances in the whitelist domain to indicate that the request will be from my instance. Is that right ?Once again thank you so much for your help.Regards

Hi -I’m doing a query to find all tickets that have NOT been updated for several days.Per the V2 API documentation, I’m using the following query (replacing domain with ours, and encoding the URI - but I’m showing the unencoded version here for clarity):https://<domain>.freshdesk.com/api/v2/search/tickets?query="(status:2 OR status:3 OR status:6 OR status:7 OR status:9 OR status:17 OR status:18 OR status:20 OR status:22 OR status:23) AND (updated_at:<'2021-12-01')"The encoded version is:https://<domain>.freshdesk.com/api/v2/search/tickets?query=%22%28status:2%20OR%20status:3%20OR%20status:6%20OR%20status:7%20OR%20status:9%20OR%20status:17%20OR%20status:18%20OR%20status:20%20OR%20status:22%20OR%20status:23%29%20AND%20(updated_at:<%272021-12-01%27)%22&page=However, in the results I’m getting tickets that have been updated on 12/2, 12/3 and 12/4 so it does not seem to be honoring the updated_at and less than/before operator.Help?