Using Freshdesk

 This seems like such a basic feature that I must be missing something in the API documentation, but how do I GET a ticket by id?

Hi,I'm hoping an experienced user has a suggestion for me.We've been using Freshdesk for 7 years and we have a multilingual setup, but not using Freshdesk's multilingual options, because this didn't exist yet 7 years ago.We have 4 support portals based on the products that our company offers. 2 products are in Dutch and 2 products are in English. This has always worked by setting the portal languages individually. This setup was adviced by Freshdesk during the time that they still gave us good and proactive support.Our main helpdesk language is Dutch, but when you have multiple portals, you can also set a language per portal. For some time now, this setting doesn't have any effect anymore:On our English portals, default interface texts are now displayed in Dutch. This was never the case until recently.I have talked to 2 support agents that kept on giving me wrong information and blamed it on unrelated customisations. (One of our English portal doesn't have customisations and it has the

I'm getting the wrong total ticket count from the API. The request I'm doing is https://(instance).freshdesk.com/api/v2/search/tickets?query=status:2. The response contains 10 records, but the "total" field is 17. In the UI I'm also seeing 10 unresolved tickets. Why does the API return 17, and can this be fixed?

Hi,When we use the handy FreshWidget generator from the Admin tab, it generates the scrips and such to put a "Support" button on our website that autosubmits to FreshDesk.  That is very handy.However, how do we autofill fields in the form that this FreshWidget pops up?  For example, we'd like to set the requester field on the form to be the email that the user has used to login to *our* website, instead of making them type in the email.I don't see this documented anywhere, and unfortunately, without being able to autofill the Requester field, FreshWidget is not of much use to us.Thanks

Hi,  I'm trying to test the API in Postman but I am having some difficulty with authentication in Postman.  The images below are 1) the recommended curl from the api documentation and 2) how I am translating that to Postman.  I am using the example to prevent from posting any sensitive info, but I use my url and API key in the same format.  Can anyone recommend how to get up and running in Postman?

 Hi,If I understand your API docs correctly, the update ticket endpoint will accept a "tags" attribute but it will replace all tags the ticket has with the ones I send.I'd like to add new tags without deleting the existing ones, and without having to send them in my request, as concurrency errors originating from multiple requests at the same time may result in tags being lost.E.g.Ticket has tags "hello" and "world".If I do a PUT request with "tags": ["foo"], ticket will only have tag "foo" from there on, deleting tags "hello" and "world".That's not what I want, I just want the tag "foo" added to the list, so the ticket has the tags "hello", "world" and "foo".Is there a way for me to accomplish this?

Hi,  I am working on to create a freshdesk ticket within salesforce. The problem I am facing is in attaching the files using API. As per documentation attachments[] only accepts absolute file path (eg. /usr/path/test.txt). However, if i am creating ticket from salesforce, i need to give file URL like https://my.salesforce.com/filepath/test.txt. How can i pass file URL in json API. Thanks

Hi,we are at the moment implementing freshdesk and struggeling with the integration of our existing phone provider sipgate. What we want to achieve isto have a solution with the functionsIf customer is calling, Customer Name/Company should be displayed in a popupNice to have - in this popup also the las ticket from this customer (Number and Topic) and the agent who is assigned to this ticket and the status of the ticketAfter answering the call a popup should be opened, showing contact details, so that agents can create a ticket nice to have, option to automaticly create a ticket or assign call to an existing ticketwhen call ends, logging duration and agent who answered the phone, so that we can make reports and dashboard views.This could be done inside frehsdesk with the Global CTI, but we are also open for a softphone solution like softphone.pro. This we have tested for hubspot but they don't have a integration for freshdesk. Sipgate have sipgate.io which is a Push API where the call

Will be updated

Hello, i would like to know if it's currently possible to merge tickets via api calls ?I didn't find anything about merging tickets via API calls in the api docs. But as i know there is some functionnalities (like Forward via API , add/remove watchers and so) that are available but not mentionned in the api doc. So i hope that's the case here.Thanks.

Hi. I would like to know if it is possible to create integration where I can load the data of a customer already registered in the new ticket section just by inserting a field by connecting an api to another external application

The formatting of the description seems to be strip by the API.  I am interested in maintaining line breaks, but those seem to be striped away.I am using the code from the php example.

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Hi all,I try to create a note to an existing ticket with an attachment without success.I try with the API example without issue : curl -v -u APIKEY:X -F "attachments[]=@test.jpeg" -F "attachments[]=@test1.jpeg" -F "body=this is a sample ticket" -X POST 'https://DOMAIN.freshdesk.com/api/v2/tickets/40/notes'But i want to try to add an attachment with Json, like :curl -v -u APIKEY:X -H "Content-Type: application/json" -d '{"attachments" : {"0":"test.jpeg"}, "body": "this is a sample ticket"}' -X POST 'https://DOMAIN.freshdesk.com/api/v2/tickets/40/notes'Result : {"message":"We're sorry, but something went wrong."}It's possible ?Thank you in advance.Regards,Hugo

When I reply to a customer's email, the formatting in the reply box is very odd.The formatting is as follows:One blank lineCustomer nameThree blank linesTicket numberThree blank linesMy signatureSo whenever I reply to a ticket, I have to spend time erasing those extraneous lines. And for some reason, my signature is of a special text type, because I can't use my arrow keys to navigate above it. I have to use my mouse. I can arrow down, but not up.

Hi,  Is it possible to perform a search by the subject with the API?Tranks

Just today on 8/22/2018 we started receiving spam mail at a rate of about 1000 spam messages per minute. (see file unnamed.png)I was able to create some filters to set them to spam + delete each message, but it seems that the messages coming in were double the speed of that the supervisor automation i set to delete them could process spam/delete.A few hours later I am unable to log in due to the account being locked out. I am afraid this may affect our customer base since most of our help guides are based on the solutions page.Our page is: https://aeotec.freshdesk.comWhat do i need to do to unblock our account and completely block out all the spam messages from happening?

Dear Freshdesk Support team,​we already contacted you in ticket #3716683.We're still not able to connect Helpdesk Tickets with Jira Tickets. We already removed browser cache/cookies and checked this in an incognito window.​Our last information is that you rolled out a fix for this issue. But it is not possible to update this API key under API token section under Admin > Apps > settings next to JIRA app because we don't have any field to put in the api token.How can we solve the problem?Thanks for your support and best regardsIrina land in sicht

We noticed today, that since yesterday it seems the webhook json data is treating null differently.  ei: "freshdesk_webhook": {  "ticket_id" : 19,  "ticket_cf_customfield" : "null"}Up till yeterday webhooks were sending out:"freshdesk_webhook": {  "ticket_id" : 19,  "ticket_cf_customfield" : null}Was this an intentional change?  How are we to distinguish from the value null and a string null?  This is causing issues with our custom api integration.This only seems to be affecting webhooks, not API responses. 

We need to capture ticket events, such as Ticket status updated, ticket closed. The frontend App does allow to listen to UI events, like closeTicketClicked. But, there are multiple ways to close ticket, and not events get capture.Are there any events triggered from backend that we can listen to? 

Hello Team,I am working on Freshdesk api and now want to update a ticket with pdf attachment. can anyone please tell me how i can do it?It would be very appreciate.Thank you.

Good day all, we are using the Sprout Plan.Is it possible to change the status of a ticket to resolved or closed via an email?e.g. something like #close or status=closed within the email?Regards

How do I view more than 30 unresolved tickets at once?I have tried adding &per_page=100 and ?per_page=100 at the end of the address line as per the API documentation however it will not work.I see a LOT of other people asking for more than 30 tickets per view as well.Why not just this in as a feature? It's not that hard...We need this!

Hello, I would like to ask about the implementation of phone calls to Freshdesk. Is it possible to connect directly via VoIP? If so, can anyone please send me how to do it? For explanation, we have our own PBX (MyPBX U100), which we need to connect to Freshdesk to pick up calls to support. However, we are not sure whether Freshdesk supports VoIP or whether it is possible to create a ticket using the API at least based on phone calls. Do you have any experience with this, or could you send me some examples how to solve this problem? I know about Frescaller, but we don't want to use their virtual PBX.  Thank you.  Regards,

Hi,I'm trying to fetch all the open tickets in my freshdesk account using the API and Angular 7.When I do the API call to fetch all tickets, I get a CORS error. This is from localhost:4200 and from my live domain that's https.Is there some kind of domain white listing that I need to do and can I connect to the API from localhost while developing and testing?