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Using Freshdesk

  • 237 Posts
  • 508 Replies
237 Posts
S
Community Manager
Sumana SrikanthanCommunity Manager
posted in API and Webhooks
Set up Custom Objects in your Freshdesk yet?

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!

79610
Tintin
Skilled Expert
1 month ago
rhea.desouza
Community Manager
rhea.desouzaCommunity Manager
published in API and Webhooks
Ask me Anything: Live Q&A on API's and Custom ObjectLIVE Q&A

Did we save the best for the last day of November? Let’s find out.@sukanya.arunachalam, Customer Success Engineer, Freshworks, is all set to take the stage at a special ‘Ask Me Anything’.  A little note about our host 💎I got lucky to start and continue my career with a customer-facing job in an expeditiously growing company with over 8 plus years of experience. Starting as a Support Engineer really helped me to shape myself to have a "Customer First" attitude and to become this ardent customer experience representative.Having gained some technical exposure on how SaaS-based products function and have found some success in the areas of Implementation, customer support, framing/coordinating processes, and coaching analysts, I am working on understanding the workflow model of different businesses across SaaS to help offer recommendations which in turn would help deliver better ROI and improve our customers KPI’s! 🎥 Topic: 1. API’s: Overview and capabilities 2. Custom Objects💡 You will

54312
Umar Akbar
Contributor
1 year ago
estanicy
Apprentice
estanicyApprentice
asked in API and Webhooks
Retrieve historical Ticket data

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

535
R
Community Debut
13 hours ago
N
Apprentice
Nicklas LyngsoeApprentice
asked in API and Webhooks
Proposal: Ability to Change Webhook Failure Notification Email

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 settingsCustomize 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 involvement

131
Hostever
Community Debut
16 days ago
Y
Apprentice
ygor.silvaApprentice
asked in API and Webhooks
Help with APO

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

111
Sujitha Dhanaseelan
Community Manager
1 month ago
JBH ABCIS
Apprentice
JBH ABCISApprentice
asked in API and Webhooks
"List All Tickets" API, filtered by Group or View?

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. We co

253
JBH ABCIS
Apprentice
1 month ago
Tintin
Skilled Expert
TintinSkilled Expert
asked in API and Webhooks
API Freshdesk

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,

343
madhusingh0906
Community Manager
1 month ago
Tintin
Skilled Expert
TintinSkilled Expert
asked in API and Webhooks
Freshdesk Fields

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

111
madhusingh0906
Community Manager
1 month ago
Tintin
Skilled Expert
TintinSkilled Expert
asked in API and Webhooks
Freshdesk Integration

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

171
madhusingh0906
Community Manager
1 month ago
Tintin
Skilled Expert
TintinSkilled Expert
asked in API and Webhooks
API Freshdesk to Power BI

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

323
madhusingh0906
Community Manager
1 month ago
panksi
Apprentice
panksiApprentice
asked in API and Webhooks
generateTargetUrl() generates url that is common for whole space

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?

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panksi
Apprentice
1 month ago
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Apprentice
TamilarasiApprentice
posted in API and Webhooks
Issue with Retrieving Email Field in Contact Search API Response

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? 

342
furqan85
Community Debut
1 month ago
N
Apprentice
NicoleKinApprentice
asked in API and Webhooks
Webhook to GET email attachments using JSON

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 writ

351
Sneha Kandasamy
Community Manager
2 months ago
yash2504
Apprentice
yash2504Apprentice
asked in API and Webhooks
How to send attachments while calling "Create a Note" API of freshdesk from salesforce

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

2183
zisconsultantss
Community Debut
2 months ago
andrewcruzr
Apprentice
andrewcruzrApprentice
asked in API and Webhooks
Could'n get tickets using per_page

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  

5599
Philips
Community Debut
2 months ago
A
Community Debut
averdier.solarhonaCommunity Debut
asked in API and Webhooks
Freshdesk SSO SAML Azure AD

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

616
A
Community Debut
2 months ago
D
Apprentice
DcurtApprentice
asked in API and Webhooks
View Solution Folder

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}

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F
Community Debut
3 months ago
KingKEN
Apprentice
KingKENApprentice
asked in API and Webhooks
Horrible Freshdesk APIs to retrieve past tickets

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 that

783
Sujitha Dhanaseelan
Community Manager
3 months ago
M
Community Debut
MohamedFazil01Community Debut
asked in API and Webhooks
Tickets not found in TimeEntries

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 

414
M
Community Debut
3 months ago
Jan Prichystal
Apprentice
Jan PrichystalApprentice
asked in API and Webhooks
Always open embedded chat on the website

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

2181
J
Community Debut
3 months ago
A
Community Debut
AndiWCommunity Debut
asked in API and Webhooks
Freshdesk API performance optimation

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 thanksAndiW

202
A
Community Debut
3 months ago
bsmietana
Apprentice
bsmietanaApprentice
asked in API and Webhooks
Custom fields in API

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.?

771
Sujitha Dhanaseelan
Community Manager
3 months ago
confixa
Apprentice
confixaApprentice
asked in API and Webhooks
Reply to a ticket by a user

I want to use Freshdesk APIs in my website.For that when i create a Note/Reply using API it shows as it is created by the support email. Is there any way or any api with which user can contribute to the conversation and it will appear that user only has replied to the conversation.

251
Sujitha Dhanaseelan
Community Manager
3 months ago
andofcourse
Apprentice
andofcourseApprentice
asked in API and Webhooks
Required by agent field needs to be submitted through API?

The default Priority and Status fields are “Required when submitting the form” by agents. If I go into the Service Portal to create a ticket, it does not ask me for the Priority or Status fields. However, when I go to create a ticket through the API, I cannot create it without the Priority or Status fields, even if, I am submitting it as a requester, who would otherwise not see the field in the Service Portal.Am I using the wrong endpoint? I am using making a POST to /api/v2/tickets. Of course, if I pass in the Priority/Status field, it works, but I am trying to understand why it is required for a non-agent requester through the API, but not the Service Portal.Any help is appreciated, thanks!

221
madhusingh0906
Community Manager
3 months ago
K
Apprentice
kmchucApprentice
asked in API and Webhooks
resolved_at missing from /search/filters response

Hello! I’m currently running into an issue where we’re switching from using the /tickets endpoint to the /search/tickets?query=[query] endpoint. We were previously using the stats.resolved_at field to populate when a ticket was marked as resolved but it seems like we aren’t able to access that field from /search/tickets. I know for /tickets we could do include=stats to access the resolved_at field but when trying to apply the same logic to the /search/tickets endpoint, it errored. Does anyone know of another way to access the resolved_at field from the search endpoint? Seems like a very important field to be missing from the Ticket object. 

291
Sneha Kandasamy
Community Manager
4 months ago

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