API and Webhooks

In the freshdesk agent portal ticket view we can see the created by value but it's not available in liquid template or API We have tried the below liquid template but its not the correct one. {{ticket.from_email}} {{ticket.requester.email}} Can anyone know how to get the ticket 'created by' value?

I’ve noticed that for some tickets, polling the Freshdesk API for all conversations is missing some conversations that we can see in the UI. I’m hitting /api/v2/tickets/[id]/conversations as per the following documentation: https://developers.freshdesk.com/api/#list_all_ticket_notes Is there some extra flag I should be specifying in the API call? Is there some reason certain conversations are visible in the UI but not through the API that I don’t know about? Or is this a bug in the API?

We need some help to understand the functionality of OAuth working. how we can get client_id and client_secret from app after registration? and what is authorize_url and token_url working flow for Authentication?

The v1 api returns data without issue but after authenticating the v2 API returns a 404. I’ve attempted this through postman and the CURL example. Any help is appreciated.

(node:1884) UnhandledPromiseRejectionWarning: TypeError: configuration.fastestFunction is not a function at sendMessage (C:\Users\Lenovo\AppData\Roaming\npm\node_modules\fdk\node_modules\sync-rpc\lib\index.js:134:29) at createClient (C:\Users\Lenovo\AppData\Roaming\npm\node_modules\fdk\node_modules\sync-rpc\lib\index.js:173:27) at Object.<anonymous> (C:\Users\Lenovo\AppData\Roaming\npm\node_modules\fdk\node_modules\sync-request\lib\index.js:16:14) at Module._compile (internal/modules/cjs/loader.js:999:30) at Object.Module._extensions..js (internal/modules/cjs/loader.js:1027:10) at Module.load (internal/modules/cjs/loader.js:863:32) at Function.Module._load (internal/modules/cjs/loader.js:708:14) at Module.require (internal/modules/cjs/loader.js:887:19) at require (internal/modules/cjs/helpers.js:74:18) at Object.<anonymous> (C:\Users\Lenovo\AppData\Roaming\npm\node_modules\fdk\lib\validations\manifest-dependency.js:4:21) at Module._compile (internal/modules/cjs/loader.js:999:30) at Obj

Hello, i want to ask if there is any possibility to customize snippet "search_form" ? We would like to autosuggest also categories and folders not only Articles. Even your API doesn't provide searching for Folders and Categories names. Thank you

According to Freshdesk documentation, i can retrieve older tickets through the API using the updated_since parameter in the url query. My query have multiple parameters, and everyone is working besided adding updated_since. My query is: 'https://buk.freshdesk.com/api/v2/search/tickets?updated_since=2019-01-01T01:00:00Z?query="(type:Incidente OR type:Problema)"&page={}'.format(page) (The format(page) is to paginate through pages). If i remove updated_since, the query works perfect but it only retrieve the last 30 days tickets.

Is it possible to reference the referrer URL when configuring a webhook, and if so, how? I’m trying to use the advanced option to POST the referrer as part of the webhook body, not unlike this: ``` { “data”: { “referrer_url”: “{{ticket.what_goes_here}}” } } ``` None of the placeholder options seem correct, but maybe it’s called something weird and I’m just missing it (I also can’t find anywhere I can see a sample of values, like you can in zappier for example).

Hi I am getting You are not authorized to perform this action. while I am trying to get “api/v2/groups” api. It seems I need permission. How can I set admin permission to the key. Thanks, Masum

when I send latest public comment in email, it sends the attachment as hyperlink and not as an attachment which is causing issue of logging in again to freshworks. Can you suggest any way to send comment attachment through API or email?

<script> window.fwSettings = { 'widget_id': 67000000128 }; var url = window.location.href; var systemName = "VuPoint Ticket"; var pathArray = window.location.pathname.split('/'); pathName = pathArray[0]; if (pathName) { switch (pathName.toLowerCase) { case "asset": systemName = "Asset Manager Ticket"; break; case "servicequote": systemName = "Service Quote Ticket"; break; case "order": systemName = "Order Ticket"; break; case "customer": systemName = "Customer Ticket"; break; case "newproductquote": systemName = "New Product Quote Ticket"; } } FreshworksWidget('prefill', 'ticketForm', { type: '${systemName}', custom_fields: { cf_setpointSystem: '${systemName}', } }); !function () { if ("function" != typeof window.FreshworksWidget) { var n = function () { n.q.push(arguments) }; n.q = [], window.FreshworksWidget = n; } }(); </script>

I have heard about Klook API but don't know what it is and how that is beneficial for travel agents?

Hi, One of our partener is using a zendesk solution while we are on freshdesk instances. We need to forward him some of our tickets. I set up a rule that do a webhook on the tickets we need to forward. The ticket is successfully created on the zendesk instance, but it miss one of a parameter. The weird thing is that my JSON request via curl is working as expected but once in the webhook parameters (copy/paste), there's a parameter that refuse to be set on the "remote" ticket. I have a custom field on zendesk I need to fill with the ticket id from freshdesk that is not filled in. I tried to set it up with a "hard" value, still no luck but with the same json request with curl, it works well. If some of you got ideas about what could be wrong. Here is my json request: (as used on curl -d option) { "request": { "requester": { "name": "{{ticket.contact.name}}", "email": "{{ticket.contact.email}}" }, "subject": "Escalated from partner - {{ticket.subject}}", "comment": { "html_body": "{{ticke

On every ticket's action I receive the following message: "Invalid API key was given..." Please see attached file. Does anyone ever had the same error? Thank you and best regards Dario

I wanted to know if there is a way of including automatic responses (as far as I know they can only be sent via email) as part of the ticket response. My concern comes from the fact that our clients do not generally check the email, but check the ticket status on a regular basis in the portal web-view (thus, the impact of having the auto-reply message within the ticket is of paramount importance). Thank you in advance for you help!

I have been trying to get the new Slack app integrated after using the old app successfully. When I try to connect to the Freshdesk account in Slack (Windows) I get an invalid credentials error. I have a Blossom account with API access I've verified the API key is correct and tried generating a new one. What I'm not sure of is the Freshdesk Domain. Do I use our aliased CNAME domain (support@companyname.com) or do I use the Freshdesk org account (companynamehelp.freshdesk.com) I've tried both the the same error.

Waited about 12 hours and the note wasn't added to the ticket ): I must be missing something! Never received a failed API e-mail. Let me know what you guys think.

Hi, I am trying to create a ticket via API. While creating I am getting a certain error because of the mandatory field. Is there any possible way to create a ticket without giving a mandatory field? Also, I don't need to change the settings in the ticket field. Please help me to solve this problem.

Hey, we're using Freshdesk for our customer service and want to know whether an API connection to our CRM Tool Emarsys would work? Thanks and best Anne

Hello In my solution I would like to send as much information as possible about the author of the ticket but as well as the context he is in. For example : ID, PostalCode, LastPurchase etc etc Do you know if its possible using freshdesk's API ? Thank you

When using Freshdesk website and looking at a specific ticket, the emails are listed in chronological order down the page as a timeline of the issue. This timeline even includes notes and emails sent from the responder to other departments in pursuit of a resolution. I cannot see how to acquire this timeline list using the API. For example, the ticket data does not seem to include any "thread id" or similar. Can anyone help? Kind regards, Bill

Hi, I´m evaluating Freshdesk to see if it can fit the needs of the company I work for. Consider the scenario where I want to populate a dropdown with 3-5 values depending on the selection of another dropdown. These 3-5 values are a selection from out of about 5 000 values. I would have hoped to be able to set dropdown custom field values through the API with values that are not predefined in the control through the admin interface but that is, when trying it, clearly not allowed. Any suggestions about how to handle this scenario? Kind regards, Niclas

Hi, i am a "Garden" user. My agents should answer customer questions on different channels. My customers can be divided into 2 groups. Import and normal. Normal customers can reach us via support@. Important customers can reach us via service@. My agents should work with both channels but i want to setup different signatures for each mailbox? Is there any chance to do this? The Signature Management App doesn't solve the problem because i have to chance the signature each time manually https://www.freshworks.com/apps/freshdesk/signature_management_app/ What's with products? Will i be able to setup different signatures by different products?

Hey all, I'd like to do a search for particular keywords in all my company's tickets. Freshdesk doesn't provide a search function for keywords so I figured I'd make an export of all tickets and do the search manually in Excel, because searching ticket by ticket when you have 1,000s of tickets is very time-consuming. Now that I've made some exports, it seems as if the body text of the tickets isn't included in the export. Doesn't Freshdesk provide this option? Thanks in advance for your help. Gregor

Hi there, I receive an 'Invalid JSON' error when trying to create a ticket using JSLint validated JSON via the API. Please see for reference: { "description": "Test", "subject": "Testing Country Tags, Please Ignore", "email": "test@test.com", "status": 2, "priority": 1, "tags": ["United Kingdom"] } The contents of 'description seem to have no impact on this error. Could you help me with this, please?