API and Webhooks

I’m trying to use the API to attach a file to a ticket. I have tried images and PDFs. The file gets attached to the ticket but is broken when viewed in Freshservice. When I get the ticket attachment details using the API, the attachment content-type is “application/octet-stream” instead of “image/jpeg” for the jpg image I tested but correctly set as “application/pdf” for the PDF I tested. But neither file types work correctly. Image is broken, PDF document is blank. The file size, according to Freshservice, is always some bytes larger than they actually are locally. For example, with a very small image that is 1252 bytes locally, Freshservice reports the size as 1702 bytes. Here is the example payload for the small image I’m testing with: --------------------------S1SJJcLLQQJrNanXChw123Content-Disposition: form-data; name="attachments[]"; filename="test1.jpg"Content-Type: image/jpeg ????JFIF?????ExifMM*?i&?\?p??52??522024:05:04 11:22:402024:05:04 11:22:40???http://ns.adobe.com/xap/1.0/

Here I have attached the log file for reference. "success": false, "error_code": "2001", "errors": "Unable to connect to the remote server" Why it is failed and how to fix this issue.

as said in the title,The hook url that was generated for me was baseurl//event/hook/freshdesk for example.How do external events work then, is this hook tied to the space or to the each installation?will it fire 35 times if 35 agents use the app?

Hello! I need to use pagination to get all open tickets from freshdesk, but it’s not working as expected when i try to use “per_page”: api/v2/search/tickets?query="status:2" works fine, but don’t retrieve all results If i use the “page” parameter, it work fine too. api/v2/search/tickets?query="status:2"&page=2 But if i try to use “per_page” parameter it doesn’t work. api/v2/search/tickets?query="status:2"&per_page=2 Can someone help me figuring out what i’m missing? Thanks

Hello, I am having trouble retrieving historical ticket data, we have a lot of tickets that need to be retrieved for the whole 2024, but i am stuck in how to retrieve all of them. I have tried filtering and also using a “target_date” and a descending order from the latest ticket to the target date but i always get an error (mostly from reaching over the 300 pagination limit). I am trying this in python, can anyone help me on how to build a proper request for this? Thanks

I am trying to create a webhook to set the subject line of tickets raised via the Freshdesk portal. I have read and followed the instructions from various Freshworks pages and community articles, and no matter what I do, I cannot get this webhook to work! I can see that the automation has run on all of the test tickets that I have raised - but the subject lines aren’t actually changing! Is anyone able to help with what I am doing wrong? Please note that in the screenshots below I have replaced the URL and API key with placeholders for security reasons, but rest assured that these are entered correctly in the automation!

Idea: I propose adding a functionality to allow users to change the email address where webhook failure notifications are sent. Reasoning: Currently, webhook failure notifications are sent to the account holder's email by default. However, in many cases, the account holder is not actively involved in monitoring or managing technical issues . They often do not interact with our ticketing system, leaving webhook failures unnoticed or delayed in resolution. Solution: Introduce an option within the system settings Customize the notification email to a preferred address, such as a system administrator or IT team email. Ensure that these changes can be easily updated by authorized users. Benefits: Faster detection and resolution of webhook failures. Ensures notifications reach the correct technical personnel. Improves system reliability and customer satisfaction. I believe this feature will add value for customers with dedicated technical teams managing integrations and reduce unnecessary in

Hello, how are you guys ? I have a question, anybody already use API to disable users in freshdesk administration ? I need to creat a automation to deactivate and create users in freshdesk admin control, but i can’t find any documentation for this action

Hi. We’re trying to pull ticket data into our reporting/insights platform. The main idea is to start with a simple last-updated date filter (e.g. 2024-12-01), then paginate as much as we can, then change the filter (e.g. 2024-12-01T15:30) to narrow the date range and collect a new set of pages. I have two problems: We have a ticket type for automated logging, which tends to be the vast majority of tickets. I don’t need to report on this, but it adds a lot of noise if I use the “v2/tickets” endpoint, because I can’t filter it by type. Outside of automated logging, our ticket volume can be over 300 tickets per day, and “v2/search/tickets” can’t filter updated-at by timestamp, only by date. There’s no way to use that endpoint for this pagination approach. So I can’t have both type-filtering and timestamp-filtering in the same endpoint. Right now, I’m just using the “v2/tickets” endpoint and discarding anything for the unwanted type, but this still results in a lot of unneeded API calls. W

Hi, How can I retrieve data within the specific group from Freshdesk via API for the date range from January 1, 2024, and to the current date? We need to integrate this in Power BI tool. Thank you,

Hi, What is the limit of fields in freshdesk? thank you

Hi, How to integrate other ticketing tools in freshdesk? Example: Service now, etc., Thank you,

Hi, How can I retrieve data from Freshdesk via API for the date range from January 1, 2024 and for the specific group, to the current date? Thank you,Tin

I'm facing an issue with the Contact Search API. When I call the API to search for contacts, the response includes fields like phone, ID, and name, but the email field is missing from the results. Has anyone encountered this issue before? Are there any specific settings or permissions required to retrieve the email field?

Hello! So, I wanted to be able to use the webhook function to extract attachments from tickets automatically after a desired trigger action and either save them to a dedicated file destination or send the data to an application to immediately print pdf/xlxs files. I’ve been reading the documentation, but I think the “Using Webhooks” article might be outdated and would appreciate some help to make sure it works as intended. As I understand it, the JSON code would look something like this: { "name": "Fetch Email Attachments", "url": "https://yourserver.com/webhook-handler", "http_method": "GET", "headers": { "Content-Type": "application/json", "Authorization": "Basic YOUR_BASE64_ENCODED_API_KEY" }, "payload": { "ticket_id": "{{ticket.id}}", "event": "{{event}}" }, "trigger_on": [ "ticket.created", "ticket.updated" ]} However, in the Trigger webhook section I don’t have an option to edit the body, so I can only assume that the website already has the function written and simplifies it for

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: LWC onFileUpload(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); console.log('filedata', this.fileData); console.log('filedata', [this.fileData]); this.newNoteFormData.attachments = [this.fileData]; } Sample req body: { “body”:”Sample body”, p

Hi everyone, I have a problem when i create a SSO SAML between Freshworks and Azure AD. I make all the parameter with the tutorial but i have an error when i try to connect with SSO. Look at that : If anyone have an idea ? Or something to try ? Thanks a lot :) Alexandre

How am I supposed to make an API call to view a list of subfolders? To view list of a Solution Folder you have to put in the category as a param… /api/v2/solutions/folders?category_id={id}

Using: /api/v2/search/tickets?query=[query]: The official FreshDesk docs provide this limitation: "The number of objects returned per page is 30; also, the total count of the results will be returned along with the result" and "To scroll through the pages, add page parameter to the URL. The page number starts with 1 and should not exceed 10." This implies that I can only account for a maximum of 300 objects (tickets). What if I have more than 300 objects to account for in a specified interval, say within an hour? The ‘created_at’ parameter is strictly a date datatype (YYYY-MM-DD), so I cannot partition the data according to hours, which would otherwise have been a solution that circumvents the pagination limitation. Using: /api/v2/tickets?: Another significant limitation is the ‘updated_since’ parameter. It only applies to tickets that have been updated at least once during their lifespan. Tickets that are not updated will not appear in the API response, further restricting the data th

Hi all, I’m new to freshdesk APIs and sorry if my question doesn’t make any sense. I’m working on powerBI with freshdesk API to do some analysis. I’m in need of Tickets and Time_Entries data which I requested through the API endpoins. I have noticed some of the tickets are not found as entries in “time_entries” data. for instance, take a ticket with id “6364” in “tickets” data and when I match that ticket to the time entries under “ticket_id” column I couldn’t find a entry for some tickets. Initially I thought if there is no responder then no time entries will be found. But I saw some tickets with no responder in time entries. Am I missing something here? Any help is appreciated. Thanks for the time. RegardsFazil M

Hello, I am writing with a little bit more technical question. Is it possible to always open embedded chat on the website? I was not able to find these options in the setting. I would like to add the chatbot on the specific FAQ page, but not as a clickable widget, but into the specific frame where the chatbot would automatically open (instead of FAQ form). Thank you for your time and help. Jan

Hello, I use the freshdesk API to synchronize contacts and companies with our internal systems. Therefore i have to read all 23.000 contacts, which takes a lot of time. Using pagesize=100 single threaded it takes over 20 minutes. With parallelization using 50 parallel threads, it only takes 10 minutes to get all of them. Now I have two questions: What is the best configuration for parallelization in this context? And is it possible to reduce the data volume by only getting the needed fields (I tested the ?fields parameter, but it doesn’t work)? Many thanks AndiW

Hi all, Is it possible to pass nested objects as contact’s custom fields to Freshdesk API? An example object would look as follows: (simplified POST request to /api/v2/contacts) { “body”: { “name”: “test name”, “unique_external_id”: “test_uuid”, “custom_fields”: { “objects”: [ “object_1_id”: { “id”: “object_1_id”, “name”: “test name 1” }, “object_2_id”: { “id”: “object_2_id”, “name”: “test name 2” }, ] } } } Or is it only possible to pass simple JSON that would contain simple key: value pairs like object_1_id: id, object_1_name: name etc.?