API and Webhooks

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

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 s

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 ?thanksMarc

Unable to post File/Attachment from Salesforce to  FreshdeskI 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 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 Contactsand 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);

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

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_notesIs 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\v

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).