API & Webhooks

How do I auto reply to the first Twitter DM, but not to mentions?

I need to change the Contact on multiple tickets as all tickets are being transferred to another person at my customer.Can I do a bulk update so the Contact changes from ‘Bob’ to ‘Anne’ for all tickets?ThanksPaul

Just set up an auto reply for emails, but I Can’t find it for FB messages.Can I set a auto reply for FB messages when the customer sends a msg the first time?

Hello We use Google Login to access freshdesk.I can't find API key in my profile settings.What settings should I turn on to active the API key function?Thanks

We are moving from using the portal to using the API.  1 feature we want to retain is the ‘Related Articles’ block on the article solution detail pages.  This doesn’t seem possible ‘out of the box’ after a brief perusal of the API documentation here:https://developer.freshdesk.com/api/#solution_article_attributes How can I achieve my objective of pulling in ‘Related Articles” using the API? 

Hello, Any advice on how to prevent first line agents assigning to a specific internal group(s)?I have a customer that want to use shared ownership to escalate tickets.  Have set it up like this: Team 1 Firstline → Global support (internal group) → dev team (internal group) Firstline should only be able to assign to Global support and not the Dev team. TIA Daniel 

 How can I add dropdown choices to Freshdesk ticketing dropdown fields using APIs? 

Is it possible to add a screenshot in a Freshdesk ticket created in the Slack integration.

Background: So our HR team puts a csv on a fileshare with a list of users that have left our organisation. I have a powershell script that checks that share every hour and will only run if there’s a new file. The PowerShell Script handles all the offboarding of use but we’re still required to log the ticket manually on Freshservice.Unfortunately, my API knowledge is very limited and I have no idea how to even get started on this. I’ve had a look at the documentation but can’t see how to implement this into PowerShell.Ideally, this should all be done in PowerShell with no 3rd party programs.This is what I’ve done so far:Typed in the below on a command prompt in Windows   curl -v -u myapi:X -H "Content-Type: application/json" -X GET "https://mydomain.freshservice.com/api/v2/tickets/randomticketnumber"Grabbed the “ Authorization: Basic” value that came up in the output. I used this because for some reason, Postman doesn’t seem to work with the API key even if I set the value to X. Grabbed

Suppose I want to create a KB article ahead of time, for a feature or tool that will be released in the coming weeks. Or I want to edit an existing article with the updates to an existing feature (phased release, for example).I know that it’s possible to save it as a draft and then manually publish it on the appropriate date, but is it possible to manually set the publish date on an article, so that the update is automatically published? Conversely, is it possible to pre-date the article create date or update date?

What’s the syntax to add multiple tags to a ticket? I’m working in powershell and my script works as expected, I’m just not able to add multiple tags.These don’t work:$body.Add('tags','Onboard/Offboard',’onboarding’)$body.Add('tags',['Onboard/Offboard',’onboarding’])$body.Add('tags','["Onboard/Offboard","onboarding"]') Not sure how to do this.  

We have requirement to allow file upload feature in modal to capture customer evidence for profile update in the modal and full page custom app. This is one example and various such cases wherein we want this control which will eveutally provide us possibility to upload selected file in the ticket.This will upload file from local system similary, we require rich text similar to description in modal and full page custom app. Note, we can't use parent child market place app as we do not have facility to modify it as per business needs like validation etc

I am currently working on the creation of a custom app which has a feature to delete single tickets after a certain time, since ticket was created, and only for close tickets. I want somehow to include the following automation that I have in place into the custom app,Now I are facing the issue that in the API documentation we only can filter tickets based on creation date, but we don’t know when the ticket was created so we can not setup a date to start checking and comparing. We want to have something similar as the automation. Which API request should we use?

Hello everyone,   I’m currently working on a project in my company and I need to make the chatbot create a new ticket on the CRM with the information provided by the client during the conversation.   I understand there is an API which can help me to do this but the API I currently have it’s not working and I’m not sure It fully pleases our need.   To be more precise I need to the ticket gets created with the following information:   - Name   - Email   - Subject (this can be obtained from the chatbot’s flow)   - A handwritten message sent by the client.      *I think it’s important to consider that all this information it’s provided during the flow.    Following i’ll leave the API I’m currently using so if u can tell me if it’s ok or if I can get it better thinking of the needs I mentioned before, I’ll be very pleased: {"description": "Conversatio...","subject": " Ticket creado desde Ecomsurito por ${{node::25981974}} ","email": "${{node::25981975}}","priority": 2,"status": 1} I’d be tr

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?

Hi, We recently started using the Auto Ticket Merger app. Great app but we just run into a problem. This app merges tickets based on email address, which is fine in principle. The problem we run into is that the app merges new tickets from the same sender into the old (already closed!) ticket. As a result, we don't see new customer reactions coming in because we only filter on open tickets.Is there a solution for this? If you can set that only open (!) tickets can be merged, then you are already there.I can't find a solution for this in this app. Someone else? Or maybe someone has another solution (app) for this?Thanks,Bart

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: FreeThanks an BR  

I've created tickets by email and by portal.They all say "reported via phone".How can I change this?Thanks,Ricky

We have just launched ticketing via Freshdesk, and when we tested the Teamviewer V2 App worked fine.Now after going live, it is not possible to authorize Teamviewer in Freshdesk.It opens a Teamviewer Login Widow, but when the credials is entered, The Teamviewer window returns Not Found” and nothing more happensAnyone that knows if this is a general issue, or know how to fix it?

Has anyone come across a way of having Out of Office in Freshdesk set by Out of Office in Outlook? I am always in favour of only having to enter something like that into one system, rather than two, or more!  

 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 

Tener opción de mencionar personas de freshdesk a Jira, y actualizar fecha de vencimiento de ticket de Jira a freshdesk de ambos lados