API and Webhooks

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: Free Thanks 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

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?

Hello, We have two different Freshdesk instances. One of them doesn't return the "Link" header on https://instancename.freshdesk.com/api/v2/contacts?per_page=100, so we can't get next pages from API. I've read the documentation here and here and can't find any solution. Can anyone help me, please?

Hello, We are subscribing Freshdesk through an official reseller. We have no access to the API Key page. Our reseller provided us a key associated with a user, but we cannot perform any operation with the key if the user is not connected. Having used Freshdesk before, directly subscribing to Freshdesk, any user API key could be used even if the user is not logged in Freshdesk. Is this correct ? Is it an expected behavior of a user key generated by a Freshdesk reseller ? thanks Marc

Unable to post File/Attachment from Salesforce to Freshdesk I want to push file from salesforce to Freshdesk. Im getting below error- 400 response {"description":"Validation failed","errors":[{"field":"attachments","message":"It should contain elements of type valid file format only","code":"datatype_mismatch"}]}

I have an domain eg: example.freshdesk.com, we have 10 agents now, each agents have different API key, can we just pick one of the agent API key for doing integration in our backend like calling create ticket API, does this work for just pick one of the agent API key for the entire domain in Freshdesk, instead of we need to capture all the agent API key one by one for this entire domain.

Hi everyone, We are an OTA (Online Travel Agency) and we use FRESHDESK, FRESHCHAT and soon what used to be called FRESHCALLER. At the time this message is being written, we have different channels through which tickets are created. The main ones are Freddy the CHATBOT or via incoming EMAILS. CHABOT : We gather a LOT of data from the clients booking (booking date, traveling date, insurance etc.) and we structurally push this information via the CREATE TICKET verb of the FRESHDESK API at the end of the CHATBOT CONVERSATION. As a result, the custom fields are filled in and we are able to calculate PRIORITIES (via the AUTOMATION RULES) based on these fields. EMAILS : Here the situation is a bit more difficult. Let me try to summarize what happens : One of our system (outside of FRESHDESK) sends an email to the client, The client answers this email, via email of course, This client answer triggers the creation of a ticket in FRESHDESK unlike the case of the CHATBOT, here we do not have stru

Hi community, I am trying to delete a contact by using a wehbook automation in Freshdesk. When I know the ID of the contact, the webhook is working, example: /api/v2/contacts/123456, but I don’t know how to generalize for any contact ID. There is no contact ID on the placeholder list of Contacts and I have tried with /api/v2/contacts/{{id}} and /api/v2/contacts/[id] Neither of them delete the contact. What is the correct placeholder for the ID of the contact? Thank you

Hi, Currently there is a way for an automation that allows for Slack to push to a channel off of a breached SLA, however this is only possible in the legacy slack app. The legacy slack app only allows you to push to the first 200 channels it lists in the API, not necessarily the new channels that you add. So I would like this capability to exist in the newer slack app so I can actually access the new channels.

Hey Community, I’m really struggling to find a solution to this seemingly normal type of action. I need a way to bulk change the company field on a handful of tickets. Help? Please?

If yes please let me know the steps

I hope you are having a great time, I have a question, I want to use STRAPI as a CMS and AIRTABLE as a CRM, but I would like to know if I can consume the AIRTABLE API from STRAPI? or what could be done?

Hello, I am building a full integration of Freshdesk into a custom CRM I have built. I have managed to integrate various APIs but I am struggling with the “Reply as Customer” part. Here is my code: $body = $_POST['description']; $requester_id = intval($_POST['requester_id']); $post = json_encode(array( 'body' => $body, 'user_id' => $requester_id )); $api_key = getenv("FRESHDESK_API"); $password = "x"; $yourdomain = getenv("FRESHDESK_DOMAIN"); $url = "https://".$yourdomain.".freshdesk.com/api/v2/tickets/".$id."/notes"; $ch = curl_init($url); $header[] = "Content-type: application/json"; curl_setopt($ch, CURLOPT_HTTPHEADER, $header); curl_setopt($ch, CURLOPT_HEADER, false); curl_setopt($ch, CURLOPT_USERPWD, "$api_key:$password"); curl_setopt($ch, CURLOPT_RETURNTRANSFER, true); curl_setopt($ch, CURLOPT_POSTFIELDS, $post); $response = curl_exec($ch); $decode = json_decode($response); print_r($response); curl_close($ch); The Requester ID is the same as the person who has created the initial

Hi there, I'm trying to figure out if it's possible to synchronize company and contact info with an external system. We have company and contact info in our main application, and it's partly redundant in FD. I understand why this is, but it would be really nice if a webhook could be triggered from FD to signal our application that relevant info has changed so we can keep the two in sync. I'm familiar with API development and pushing changes to FD from our application. But I'm not seeing straightforward info about webhook capabilities. I looked under Scenario Automations, but that didn't have what I was looking for. Then I wondered if webhooks are offered only at a higher service plan than ours. Any insight much appreciated!

Hi! I am wondering if it is possible to retrieve the total lifetime ticket count using the Freshdesk API! I have only found one method, and it includes doing a for loop with page as the iterator, but this seems very inefficient to me, and it always results in me sending too many requests and getting no data back. Is there a simpler way to do this that does not cause too many requests to be sent and not using a for loop? Kind regards, Guy