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API and Webhooks

Using Freshdesk

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249 Posts
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peter_20689Apprentice
posted in API and Webhooks
Freshdesk and the new Slack app

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 accessI'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.

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dan.goldenApprentice
posted in API and Webhooks
Any Idea What I'm Doing Wrong? | Webhook POST

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.

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hemanth.ramya
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sr.venkatesh1324Apprentice
posted in API and Webhooks
Create a ticket without mandatory field via API

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.

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annekatrin.freeseApprentice
posted in API and Webhooks
Emarsys API connection possible?

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 bestAnne

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haroldApprentice
posted in API and Webhooks
How do you send precise information about a ticket author

HelloIn 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 etcDo you know if its possible using freshdesk's API ?Thank you

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suprabha.somanathan
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bill.mclaughlinApprentice
posted in API and Webhooks
Timeline view

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

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suprabha.somanathan
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niclas.junsvedApprentice
posted in API and Webhooks
Populating dropdown

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

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heinzi_stefanApprentice
posted in API and Webhooks
Different mail signature based mail channels

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?

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marketing_18527Apprentice
posted in API and Webhooks
How can I export the content (body text) of all my tickets?

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

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bella.bellusciApprentice
posted in API and Webhooks
Invalid JSON

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?

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alejandro.boteroContributor
posted in API and Webhooks
Problem with Ticket Fields (Type) in Sprout Plan

Hi,Since yesterday I cant change or add more "Type" options in the Ticket Fields.When I save the options that I need, appears  an error: Your ticket field could not be saved. Please try again.This error only appears in the Sprout Plan. The Blossom Plan dont have this error.

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paulo.stohlerApprentice
posted in API and Webhooks
We're sorry, but something went wrong, when loading tickets

 After migrating my plan I cannot see my tickets anymore, I am getting an 500 error on the following endpoint:https://<company>.freshdesk.com/api/_/tickets?exclude=custom_fields&filter=all_tickets&include=requester%2Cstats%2Ccompany&page=1&per_page=30I am also getting this error on a notification:"We're sorry, but something went wrong"Anyone else had this problem?Thank you

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meghana.viswanathApprentice
posted in API and Webhooks
Create custom page on the portal

Hello,It would be very useful if we could have a new section in the portal that is customer specific bringing in about more dynamic and customized portal experience.For example, I would like to have a new page displaying the count of ticket types(Support/ Maintenance/ Others) raised by the customer along with the ability to add and view the customer specific documents (attach files).Any idea of how this can be customized?Thanks!Meghana

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david_10488Apprentice
posted in API and Webhooks
GET Ticket by id or display-id?

 This seems like such a basic feature that I must be missing something in the API documentation, but how do I GET a ticket by id?

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allardContributor
posted in API and Webhooks
Force the language per portal

Hi,I'm hoping an experienced user has a suggestion for me.We've been using Freshdesk for 7 years and we have a multilingual setup, but not using Freshdesk's multilingual options, because this didn't exist yet 7 years ago.We have 4 support portals based on the products that our company offers. 2 products are in Dutch and 2 products are in English. This has always worked by setting the portal languages individually. This setup was adviced by Freshdesk during the time that they still gave us good and proactive support.Our main helpdesk language is Dutch, but when you have multiple portals, you can also set a language per portal. For some time now, this setting doesn't have any effect anymore:On our English portals, default interface texts are now displayed in Dutch. This was never the case until recently.I have talked to 2 support agents that kept on giving me wrong information and blamed it on unrelated customisations. (One of our English portal doesn't have customisations and it has the

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bhaarsmaContributor
posted in API and Webhooks
Incorrect ticket total count

I'm getting the wrong total ticket count from the API. The request I'm doing is https://(instance).freshdesk.com/api/v2/search/tickets?query=status:2. The response contains 10 records, but the "total" field is 17. In the UI I'm also seeing 10 unresolved tickets. Why does the API return 17, and can this be fixed?

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joelApprentice
posted in API and Webhooks
Set Requester in FreshWidget

Hi,When we use the handy FreshWidget generator from the Admin tab, it generates the scrips and such to put a "Support" button on our website that autosubmits to FreshDesk.  That is very handy.However, how do we autofill fields in the form that this FreshWidget pops up?  For example, we'd like to set the requester field on the form to be the email that the user has used to login to *our* website, instead of making them type in the email.I don't see this documented anywhere, and unfortunately, without being able to autofill the Requester field, FreshWidget is not of much use to us.Thanks

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patrick.sullivanApprentice
posted in API and Webhooks
API in Postman

Hi,  I'm trying to test the API in Postman but I am having some difficulty with authentication in Postman.  The images below are 1) the recommended curl from the api documentation and 2) how I am translating that to Postman.  I am using the example to prevent from posting any sensitive info, but I use my url and API key in the same format.  Can anyone recommend how to get up and running in Postman?

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e.feurich
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pedroApprentice
posted in API and Webhooks
API: Add ticket tags without deleting existing ones

 Hi,If I understand your API docs correctly, the update ticket endpoint will accept a "tags" attribute but it will replace all tags the ticket has with the ones I send.I'd like to add new tags without deleting the existing ones, and without having to send them in my request, as concurrency errors originating from multiple requests at the same time may result in tags being lost.E.g.Ticket has tags "hello" and "world".If I do a PUT request with "tags": ["foo"], ticket will only have tag "foo" from there on, deleting tags "hello" and "world".That's not what I want, I just want the tag "foo" added to the list, so the ticket has the tags "hello", "world" and "foo".Is there a way for me to accomplish this?

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pradeep.kApprentice
posted in API and Webhooks
API - Cloud file attachment

Hi,  I am working on to create a freshdesk ticket within salesforce. The problem I am facing is in attaching the files using API. As per documentation attachments[] only accepts absolute file path (eg. /usr/path/test.txt). However, if i am creating ticket from salesforce, i need to give file URL like https://my.salesforce.com/filepath/test.txt. How can i pass file URL in json API. Thanks

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bkueblerContributor
posted in API and Webhooks
sipgate CTI/Softphone integration Urgent need help

Hi,we are at the moment implementing freshdesk and struggeling with the integration of our existing phone provider sipgate. What we want to achieve isto have a solution with the functionsIf customer is calling, Customer Name/Company should be displayed in a popupNice to have - in this popup also the las ticket from this customer (Number and Topic) and the agent who is assigned to this ticket and the status of the ticketAfter answering the call a popup should be opened, showing contact details, so that agents can create a ticket nice to have, option to automaticly create a ticket or assign call to an existing ticketwhen call ends, logging duration and agent who answered the phone, so that we can make reports and dashboard views.This could be done inside frehsdesk with the Global CTI, but we are also open for a softphone solution like softphone.pro. This we have tested for hubspot but they don't have a integration for freshdesk. Sipgate have sipgate.io which is a Push API where the call

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smeApprentice
posted in API and Webhooks
Is it possible to Merge tickets via API ?

Hello, i would like to know if it's currently possible to merge tickets via api calls ?I didn't find anything about merging tickets via API calls in the api docs. But as i know there is some functionnalities (like Forward via API , add/remove watchers and so) that are available but not mentionned in the api doc. So i hope that's the case here.Thanks.

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andrea.lopezApprentice
posted in API and Webhooks
How to load data from a customer already registered in a new ticket using an api

Hi. I would like to know if it is possible to create integration where I can load the data of a customer already registered in the new ticket section just by inserting a field by connecting an api to another external application

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rlewisApprentice
posted in API and Webhooks
Description Format not maintained when creating ticket with API

The formatting of the description seems to be strip by the API.  I am interested in maintaining line breaks, but those seem to be striped away.I am using the code from the php example.

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hugo.pascalContributor
posted in API and Webhooks
Create note / ticket with json file attachment

Hi all,I try to create a note to an existing ticket with an attachment without success.I try with the API example without issue : curl -v -u APIKEY:X -F "attachments[]=@test.jpeg" -F "attachments[]=@test1.jpeg" -F "body=this is a sample ticket" -X POST 'https://DOMAIN.freshdesk.com/api/v2/tickets/40/notes'But i want to try to add an attachment with Json, like :curl -v -u APIKEY:X -H "Content-Type: application/json" -d '{"attachments" : {"0":"test.jpeg"}, "body": "this is a sample ticket"}' -X POST 'https://DOMAIN.freshdesk.com/api/v2/tickets/40/notes'Result : {"message":"We're sorry, but something went wrong."}It's possible ?Thank you in advance.Regards,Hugo

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