API and Webhooks

 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.subjec

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 regardsDario

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 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.

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 bestAnne

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

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?

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.

 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

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

 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?

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

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?

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

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?

 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?

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

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

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.