API & Webhooks

How do I integrate Freshdesk with our company phone system, Nextiva?

In our ticket fields, we have the basic choices for sourcesHowever, when I go to create a ticket on behalf of a customer in the tickets section, under the source dropdown, only “Phone” is selectable. How can I set this up so that the other options are available from that dropdown?

Hi, I want to update a custom field using the freshdesk API.This is the request I am making:Fresh.tickets.update_ticket(freshdesk_id, custom_fields={'Some Field': some_value}) This is the response I get: freshdesk.v2.errors.FreshdeskBadRequest: Validation failed: [{'field': 'Some Field', 'message': 'Unexpected/invalid field in request', 'code': 'invalid_field'}] 

Hello everyone,We are customers of Freshdesk, and we wanted to bring our knowledge base inside our application so that the users always get help when and where needed. We thought, what if users could click on any part of the application and get an explanation? That explanation would be generated by AI based on the content we already have in our knowledge base, so we would not need to manage another content source. “Explain This” does that! If the explanation is insufficient, the user can continue to chat with the chatbot. As a bonus, you can see which parts of the application confuse the user without asking, so you can improve them later. We did the same with Tooltips. You set them once, e.g., attaching them to all labels or titles, and the tool figures out the context and generates the content for the user. It is powered by OpenAI’s chatGPT (GPT-4). The results we are seeing is less support tickets, but also less interactions with chatbot and faster in-app support. We call it Inline H

Hello, We designed Webhooks to call and update external applications from Freshdesk. If the API call fails for some reason, the feedback comes by mail after one hour (3 retries) or so.Did anyone put in place a more efficient and reactive way to handle Webhook failures and can share about it? We are a bit concerned about having to wait one hour to be notified about the failure of the update.Thank you

Hi, currently I try to integrate Freshdesk in a chat application using the REST api. To do not spam our productive system for the tests, I set up a new freshdesk account and have chosen the FREE version.I tried to first get the list of available tickets according the example curl command: ​curl -v -u user@yourcompany.com:test -H "Content-Type: application/json" -X GET "https://domain.freshdesk.com/helpdesk/tickets/filter/all_tickets?format=json&page=1"​But this does not work. So the question is, is the REST API not working in the free version of Freshdesk?

Hello, are there any plans to expand the Freshservice API to be able to complete approvals programmatically?

I have a script that uses the v2 tickets endpoint to return tickets updated since a specific point in time.  The script loops through each ticket returned and, for each, calls the time_entries endpoint to retrieve its time entries.Examining the return headers on the very first API call to get the list of tickets reveals a rate limit of 120 and remaining count of 119. However, the first time the script calls for time entries (on the very first ticket) the API returns a 429 error. Presumably, this would be the second call from a rate limit perspective.We have no other apps using the API key. We are on a Pro plan.Any help would be greatly appreciated. 

Hi everyone, how can I connect my Power BI desktop app to the tickets information on FreshService? I want to create custom metrics and dashboards and check them directly. Currently I can export a file manually (as Growth doesn’t allow to schedule and so I cannot get an API URL) and connect directly and do the updates.However, I would love the option to just have a direct connection to it, check real time (almost) for metrics and dashboard at any time. I have a Power BI Pro license and FreshService has been our ticketing system for over a year now.I know this is possible with FreshDesk, but with FreshService I have been unable to find a solution using some articles on this group. There are some third party services, but those are static dashboards or is pricey. We want to be able to create a direct connection and produce the exact metrics that our director needs. thank you!

Hi all,i added a freshdesk widget to my site with this line<script type='text/javascript' src='https://euc-widget.freshworks.com/widgets/xxxxxxxxxxx.js' async defer></script>And everything works well. (x are placeholders)Now i need to add the RSI.I added the integrity=xxxxxxxx and the crossorigin=”anonymus” attributes.But the browser tell meNo ‘Access-Control-Allow-Origin’ header is present on the requested resource.I already added the RSI for many other resources without problem.Any suggestions?Tnx a lot  

I have created a Time trigger automations that mark the ticket status as closed after 48 hrs of ticket being marked as resolved, and we have a ticket update rule that says any changes on the ticket update should call a webhook to our internal system. The trigger automation rule is working fine but the ticket update automation rule is not working as expected. can anyone help

I have been testing out the sample API calls for the freshworks API for Integration that we need to do. I have tried to post to our API using Custom Objects I have already set up and received the message  "message":"POST method is not allowed. It should be one of these method(s): GET, HEAD"} We have the API Key and I can do a Get of the Custom Object Records but POST does not seem to be allowed  

Hello, We at Synerity have developed a suite of apps to augment the capabilities of Freshdesk.Here is a list of some of them.Public To Private Note Converter: Ensure that all notes remain private for agents.Freshworks Public To Private Note Converter Integration | Freshworks Marketplace   Open Ticket On Note/Open Ticket On Reply: If a ticket is closed, a note or a reply will reopen the ticket.Freshworks Open Ticket On Note Integration | Freshworks MarketplaceFreshworks Open Ticket On Reply Integration | Freshworks Marketplace   Company Viewer: Opens up a modal with information about the company associated with the selected ticket.Freshworks Company Viewer Integration | Freshworks MarketplaceYou can also find more information about our apps at Synerity Marketplace - Synerity AB

We’re trying to create sub-tickets (*not actual “Child Tickets*) via an API call, but we need to be able to transfer attachments from the main ticket to them (they generally only have one attachment).When I attempt to put the attachment section from the JSON of the parent ticket into the creation payload, I get a Validation Failed on attachments field of datatype_mismatch with message “It should be of type valid file format”.Here’s the payload I’m putting into my POST to /api/v2/tickets{"email": "REDACTED@redacted.org","status": 2,"priority": 1,"source": 1,"subject": "Child Vaya Onboarding Test","description": "This is a test to Business Apps. Please refer to the parent ticket for attachments.","workspace_id": 2,"group_id": 23000165356, "attachments": [ { "id": 23005786611, "content_type": "application/octet-stream", "size": 1306, "name": "EMP--2024_01_18.csv", "attachment_url": "https://REDACTED.atta

Hi there, We are using M365 Shared Mailboxes for our engagement with customers. Now we are evaluating changing to freshdesk, but it seams like there is no support for shared mailboxes so far. That would be blocker for us and I wanted to ask if there is a way to get the Microsoft email integration, which freshdesk seams to support, to work with shared mailboxes. As far as I can see, it would be sufficient to have a place to enter the exchange mailbox that should be used with the authentication provided instead of using the default mailbox of the user. So is there a way to get this done or is this a feature that is in development? This would unblock us and help us move forward with freshdesk. Thanks, Sia

We are calling “create a Note” API of fresdesk from Salesforce but not able to send attachments in the correct format. Can anyone please help with an example of how to send attachments with the request ? Our code:LWConFileUpload(event) {        console.log('event.target :: ', event.target);        console.log('event.target.files, ', event.target.files);        const file = event.target.files[0];        console.log('file:: , ', file);             var reader = new FileReader()        reader.onload = () => {            console.log('reader.result :: ', reader.result);            // var base64 = reader.result.split(',')[1]            // this.fileData = {            //     'filename': file.name,            //     'base64': base64            // }             this.fileData.name = file.name;            this.fileData.base64 = reader.result.split(',')[1];            this.fileData.file_size = file.size;            this.fileData.content_type = file.type;        }        reader.readAsDataURL(file

When I call the /api/v2/tickets/<id> I do get back a field called custom_fields but they are not what I expect for that ticket type, any ideas what I’m doing wrong?

Hello, I try to automatically set a “under support contract” from serial number field filed by customer.To do this :I have a custom field “Serial Number” in the customer ticket formI want to compare the serial number with the serial number in the custom object database. This on is linked to a contract (custom object too) with time expiration. if the contract is still running, set the custom value “under contract” to True Do you have any solution to do this ? Thanks in advance,BR David

Hi...I’m excited that we are finally moving to the Suppoirt Desk Growth plan so will have access to the API.  I worked at a previous company and had a suite of Freshdesk API calls via Powershell, such that I basically could run my FD from the Powershell command line.   I’m wondering if anyone has done any integration with ToDoIst?  When a ticket is assigned to me, I’d like it to generate a Todoist Task that includes the subject line and ticket number.  Maybe there is a way to do this without the API?  

Hello,when we work with 3rd party support teams (outside the organization) we use the forwarding function. That works.They we do get a reply from the 3rd party and it get’s added as a private note to the existing ticket. That works as well.But now we want to reply to the 3rd party as we might not be happy with the solution or we have ongoing conversation to this topic:I cannot reply to a private note I can use forwarding, but the private information will not be added and so the mail is missing the conversation.Beside the fact, that of course an API would solve all these issues - how do you work with 3rd Party companies and the issue mentioned above?Best ReagrdsLinus 

We have some custom logic that asks the Freshdesk agent if they want to create a ticket or not:function promptTicketHandling(callData) { if (_requestTicketCreation == "Yes") { setTimeout(function () { if (confirm("Do you want to save the ticket")) { createTicket(callData); } else { console.log("Ticket will not be saved."); } }, 1000); } else { createTicket(callData); }}But now when I run fdk run i get the following error:The local server could not be started due to the following issue(s):✖ app\EmbeddableApp.js::319: Unexpected confirm. We prefer not to use client.interface .trigger("showConfirm",because it has proved quite buggy, especially when the agent waits a while before pressing confirm. I have already tried replacing the method with window.confirm, but this unfortunately doesn't solve the error. Has anybody faced this specific issue before? How did you solve it? 

If you have a custom ticket field in Freshdesk, is it possible to expose and set that field when creating a ticket in Salesforce?  For example. a “Job” number or ID to be set on the ticket.  A Salesforce user could either set the custom ticket field manually or dynamically.

I am trying to create a Power Automate dashboard for our steering committee.  Part of the dashboard is to have them assign a priority to the ticket.  The problem is when I try to PUT the updated information in the ticket via an api call I am getting an error that doesn't make sense.  The message I am getting only happens when I try to run the API from Power Automate.  It is saying that the property ...email_config_id to be of type string but is type integer. First, I don't see that field in the ticket, and second, I am not editing that field.  When I try to run the api call via Postman everything works as it should.  What Am I Missing?Postman Config:Postman ParamsPostman BodyPower Platform Custom Connector Config: Power Automate Custom Connector ConfigurationPower Automate Error: Power Automate Error Message 

I am looking for a way to automatically sync my Agent’s availability between their M365 calendars and FreshDesk.  Meaning if they are OOO, FreshDesk knows when to set them unavailable and available based on their OOO settings in Outlook.  

Hello Community,Does anyone have any recommendations for a Azure DevOps/ Freshdesk integration app? I can see there are a few to choose from, so wanted to get people’s experiences of them.Many thanks,Toni