API & Webhooks

I am attempting to set up a Webhook Freshdesk automation to PUT ticket data into my CRM. I need the company_ID in the data but cannot get anything to come through with the other fields.I have tried all of the following:{{ticket.contact.company_id}} {{ticket.contact.companyid}} {{ticket.company.id}}} {ticket.company_id}} {{company_id}} {{ticket.contact.department_id}}None of these returns any value at all. What is the correct tag for pushing the ID of the company?

Applicable plans: Forest/Enterprise You can create Custom Objects to capture all relevant, business-critical information right from the get-go with just a few clicks. Through these Custom Objects, you can equip your agents with complete context and enable them to be productive, and respond and resolve faster than ever.  If you are on the Forest or Enterprise plan, just drop a comment on this post to learn more!

Hi Freshworks Community, Teams that have already migrated to Freshworks often say the result was positive—but only after learning a few important lessons along the way. Based on real migration experience, companies most often recommend:Spending extra time on data mapping to clearly define what the end result should look like. Cleaning up source data before migration—fixing 50 or 100 tickets in advance is far easier than correcting issues across 60,000 later. Running multiple test migrations to validate different scenarios and confirm all data is transferred as expected. Using an automated migration tool to make the Full Migration as seamless as possible. Coordinating with the Freshworks team during the migration to simplify onboarding and avoid configuration gaps. Even the best migration tools can only do so much if expectations and workflows aren’t clearly defined upfront. Feel free to vote and share your experience—your feedback can help others plan a smoother Freshworks migration. 

Hi,I'l like to use powerbi to make some reports.I discovered this: https://apps.freshdesk.com/freshdesk_on_powerbi/Looks great.Then I received the mail below, then nothing.Do you know what I'm supposed to do?ThanksMatthieu

Hello everyone! I’m new here and just getting started with development in Freshworks. Right now, I’m trying to create my first app. I’m attempting to get a list of agents via the API, but something is going wrong. I’m getting a console error about an unregistered function. Even though I’m doing everything according to the documentation. If anyone knows what might be the issue, please let me know. manifest.json{ "platform-version": "3.0", "modules": { "common": { "location": { "full_page_app": { "url": "index.html", "icon": "styles/images/icon.svg" } }, "requests": { "getAgents": {} } }, "support_ticket": {} }, "engines": { "node": "18.20.8", "fdk": "9.7.4" }, "app": { "tracking_id": "aixfa4rlutw791e3iubp" }}requests.json{ "getAgents": { "schema": { "protocol": "https", "method": "GET", "host": "<%= iparam.domain %>.freshdesk.com", "path": "/api

Hi the Freshworks Community, I’ve seen how challenging it can be to move customer data into Freshdesk—tickets, contacts, knowledge base articles, and attachments can easily get lost or misaligned. Teams often rely on APIs, native Freshdesk import options, or CSV files. Each approach works in certain cases but can require manual effort or technical setup, especially for complex data.As an alternative, I’d like to introduce “Import Data to Freshdesk,” an app built by Help Desk Migration, an official Freshworks partner.The app supports importing the following data into Freshdesk:Tickets, contacts, companies, and agents Notes, tags, inline images, attachments, and side conversations Knowledge base articles, along with categories and folders  canned responses, and scenario automationsYou can migrate from 100+ platforms, merge multiple Freshdesk accounts, or request a custom source platform. The app also allows you to map fields, match agents, preserve relationships between records, and test

Hi,Why is there no OpenAPI / Swagger YML specification file available for Freshworks APIs ?I tried both URLs below but did not work: https://MY-ACCOUNT.freshdesk.com/api/v2 https://MY-ACCOUNT.freshdesk.com/api/v2/swagger.yml I guess you would agree that OpenAPI is a standard among software APIs and would make life so much easier for Postman tests and API access code generation.And would be a really nice companion for the already nice Freshworks products :-)Thanks

If there a way to use a widget so the widget is always open and embedded in the middle of the webpageI would like it to be always open as it is on this website https://www.directline.com/car-cover/contact-usI can only place it bottom left/bottom right with a help buttonIf I try and use an iframe, it no longer appears bottom left or right, but the content does not load. 

I was wondering if anyone is using the PowerBi Connector App and could share a little bit how it it works, or share their dashboard so I can get some inspiration? 

Hi everyone! I would like to ask for some help.I have the task of integrating FreshDesk with Power BI. Here in the forum I found some steps, but I still have doubts and need help to move forward with this demand.I would like to know if there is a step-by-step tutorial for beginners on how to do this integration. From scratch! Because nothing like this has ever been done in my environment. I have already done this configuration: and now I need the steps to proceed with the integration. Can you help me? I would be very grateful! Best regards.

I am using the Freshservice API, and I made a change. I now want to submit the change for approval, but not against 1 person. It is more like a group of people. In the Web Interface, I would normally click “Request for approval”, then click “CAB Approval” and then select say “Canada - CAB”. Then a list of 5 people appears with checkbox. I want to keep them all checked, but change the type to “anyone can approve”.The endpoint I have for making approvals is “/api/v2/ticket/1448/approvals”, and json object body is {  "approval_type": 2}but I keep getting 404. Also I have no idea how to set up the body json for my specific request. Does anyone know? Thanks 

Hello Freshdesk Support Team, We are experiencing a limitation with the Freshdesk API v2 that is impacting our integration and reporting capabilities. Issue Summary: We cannot access thread conversations (Private Threads, Forward Threads, Discussion Threads) that exist within ticket notes via the API, even though these threads are visible and functional in the Freshdesk web interface. Current Situation:  What Works:  We can successfully retrieve main conversations using: GET /api/v2/tickets/[id]/conversations We can see private notes and public notes - The web interface shows all threads correctly  What's Missing: Thread conversations nested within notes are not returned by the conversations endpoint - Multiple replies within a Private Thread appear as a single note in the API response We lose the thread hierarchy and individual messages within threads   Technical Details: 1. API Endpoint Being Used: - GET /api/v2/tickets/[ticket_id]/conversations 2. Expected Behavior:  AP

Hi,I’ve created a feedback widget.I’ve added the related code to the footer connecting a button with a JS listener and it’s correctly opening a ticket.I’ve tried to pre-fill the most of the filed ( native and custom ) following the documentation:https://developers.freshdesk.com/widget-api/But the filed are not auto filled.I’m sharing the code, could you please confirm that the structure in correct ( we can asume that the maping is correct ) : <script>  window.fwSettings = {    'widget_id': 103000008811  };  !function(){if("function"!=typeof window.FreshworksWidget){var n=function(){n.q.push(arguments)};n.q=[],window.FreshworksWidget=n}}();</script><script type='text/javascript' src='https://euc-widget.freshworks.com/widgets/103000008811.js' async defer></script><script>  document.getElementById('feedback-btn').addEventListener('click', function() {    FreshworksWidget('on', 'widget:loaded', function() {      FreshworksWidget('prefill', 'ticketForm', {     

Hi there,Just a question to create a discussion: we are looking for an tool to easily create API Documentation. We are very impressed by the way the Freshdesk API is documented. Does someone know which tool Freshworks uses to create these API documentations pages? If not, any other experiences with great tools to create API documentation?https://developers.freshdesk.com/Kind regardsJos van den End

I am trying to gather specific information on our Freshdesk tickets via API. It seems there is no way to actually get the activities (such as closed via a scenario automation rule) of a ticket via API unless you create a report and export it (Example: https://support.freshdesk.com/en/support/solutions/articles/226460-export-ticket-activities-from-your-helpdesk). This will not work for my needs. However, I feel like certain fields could be useful for our reporting needs, such as Closed By or Resolved/Closed Reason (per agent, automation, per customer, etc…). Unless I’m missing something in the API documentation, I’m not seeing any fields similar to these as part of the ticket API. I know I can get Resolved At and Closed At by using “/api/v2/tickets?include=stats”, but that only includes dates and not who closed the ticket and potentially why it was closed. Is this possible with the current API?

I have uploaded a app to the developer portal and it’s in “In Development” state and when i press the “Save and Test” button it says: “Please wait, redirecting to the app gallery.You'll find the app under In Development section” and the it navigates to new page with the url:https://organization-name.freshdesk.com/a/admin/marketplace/gallery?route=in_development and before i see anything it navigates to:https://organization-name.freshdesk.com/a/admin/marketplace/gallery?route=app_requests.In freshdesk the “App Requests” page is empty and i cant see it in the marketplace either.I am an ADMIN so should access rights should not be a problem. 

When I attempt to create a solution article from URL using the Article creation API, I get the following errors:  "description": "Validation failed",    "errors": [        {            "field": "title",            "message": "This field cannot be empty",            "code": "missing_field"        },        {            "field": "description",            "message": "This field cannot be empty",            "code": "missing_field"        },        {            "field": "folder_id",            "message": "This field cannot be empty",            "code": "missing_field"        },        {            "field": "status",            "message": "This field cannot be empty",            "code": "missing_field"        }    ]I have all of these values set in the API call.  I have tried all sorts of formatting to make sure that the values are the correct type as well.  I am using postman currently, but I have also tried just running this in powershell with the same result.  I am sure that there is some

Does anyone know if its normal behavior for the connector to expect that all fields / properties coming from HubSpot should be mapped with those in Freshdesk else it will not allow any mapping i.e. It’s an all or nothing situation. This would also mean I have to create all those other unnecessary fields coming from HubSpot into Freshdesk as well.Is it not possible to select the fields you want to map instead of it dictating that we should map all the fields?I am trying by all means to avoid having to use an API to integrate these systems.

Configure a serverless app to sync basic contact details from 3rd party application data to Freshdesk on user or contact creation. Custom script is needed for the creation of custom App  

Hi everyone, We are an OTA (Online Travel Agency) and we use FRESHDESK, FRESHCHAT and soon what used to be called FRESHCALLER. At the time this message is being written, we have different channels through which tickets are created. The main ones are Freddy the CHATBOT or via incoming EMAILS.CHABOT : We gather a LOT of data from the clients booking (booking date, traveling date, insurance etc.) and we structurally push this information via the CREATE TICKET verb of the FRESHDESK API at the end of the CHATBOT CONVERSATION. As a result, the custom fields are filled in and we are able to calculate PRIORITIES (via the AUTOMATION RULES) based on these fields.    EMAILS : Here the situation is a bit more difficult. Let me try to summarize what happens : One of our system (outside of FRESHDESK) sends an email to the client, The client answers this email, via email of course, This client answer triggers the creation of a ticket in FRESHDESK unlike the case of the CHATBOT, here we do not have

Hello,We’re using Faraday + s3 links provided by the Freshdesk API when fetching tickets.  We’re able to download ticket attachments but are not sure what format they’re in when they arrive.We need to be able to encode/decode these ticket attachments and save them to our own s3 instance.  These will be PDFs exclusively. Is this something we need to change in the Faraday settings?

Looking to get some advice. I connected Salesforce Connector to our Freshdesk. My goal is our Support reps take their Freshdesk ticket and create a Lead in Salesforce. I go to the ticket, I click on the Salesforce Connector and click on Create Lead. The Lead Form that pops up consists of every (over 100) field that are in our Salesforce. And I would have to scroll through all of them and fill out the needed ones and create the lead. All I really need are a few fields that are required for a Lead to be submitted. When I go to the Salesforce Connector App, I see under Widget Settings, under Lead fields, I just have Full Name, Email, and Company. But still when actually using the app, the Lead Form that comes up is essentially unusable due to how many fields it displays. How can I configure the Lead Form in Freshdesk to only display fields that I need?  

I connected Freshdesk to Zapier for a trigger “new ticket”.Many of the fields returned have a value of “null”But the biggest problem, there is no data for many of the fields. It isn’t passing the name or email of the requestor. What’s wrong? Is the integration broken?Requester name, requestor email, requests first name, requestor last name, type, tags = all of those are blank - returning no data.