Freshdesk

Freshdesk is a cloud-based customer support solution that will help you streamline your customer service and make sure your customers receive the support they deserve! The Freshdesk connector is intended for Freshdesk agents to manage tickets and contacts.

Status: Production

Tier: Standard

Version: 1.0.0

Actions:

Name	Summary
GetTickets ([internal][Optional]string updated_since)	Get tickets
CreateTicket (CreateTicketBodySchema body)	Create a ticket
GetProducts ()	Get products
GetTicket (string ticketId)	Get ticket
UpdateTicket (integer ticketId, UpdateTicketBodySchema body)	Update a ticket
GetContacts ()	Get Contacts
AddNote (integer ticketId, AddNoteBodySchema body)	Add a note to a ticket
GetAgents ()	Get Agents

Triggers:

Name	Summary
TriggerTicketCreated ([internal][Optional]string updated_since, [advanced][Optional]boolean includeDescription)	When a ticket is created
TriggerTicketAssignedToAgent (integer agentId, [internal][Optional]string updated_since, [advanced][Optional]boolean includeDescription)	When a ticket assigned to an agent is updated
TriggerTicketUpdated ([Optional]integer ticketId, [internal][Optional]string updated_since, [advanced][Optional]boolean includeDescription)	When a ticket is updated
TriggerTicketStatusChanged (integer ticketId, [Optional]string status)	When a ticket status changes
TriggerAgentAdded ()	When an agent is added
TriggerContactAdded ()	When a contact is added

Objects:

Name	Summary
AddNote200Response
AddNoteBodySchema
CreateTicket200Response
CreateTicketBodySchema
GetAgentsResponseItem
GetContactsResponseItem
GetProductsResponseItem
UpdateTicketBodySchema

Actions:

GetTickets

Summary: Get tickets

Description: Get all tickets.

Syntax:

Freshdesk.GetTickets ([internal][Optional]string updated_since)

Parameters:

Name

Type

Summary

Required

Related Action

updated_since

string

(Updated Since)

Updated since

False

Returns:

Type:array of (CreateTicket200Response)

CreateTicket

Summary: Create a ticket

Description: Create a ticket.

Syntax:

Freshdesk.CreateTicket (CreateTicketBodySchema body)

Parameters:

Name

Type

Summary

Required

Related Action

body

CreateTicketBodySchema

True

Returns:

Type:CreateTicket200Response

GetProducts

Summary: Get products

Description: Get a list of all products.

Syntax:

Freshdesk.GetProducts ()

Returns:

Type:array of (GetProductsResponseItem)

GetTicket

Summary: Get ticket

Description: Get a ticket by Id.

Syntax:

Freshdesk.GetTicket (string ticketId)

Parameters:

Name

Type

Summary

Required

Related Action

ticketId

string

(Ticket Id)

The ticket Id.

True

Returns:

Type:CreateTicket200Response

UpdateTicket

Summary: Update a ticket

Description: Update a ticket (only specified values will be updated).

Syntax:

Freshdesk.UpdateTicket (integer ticketId, UpdateTicketBodySchema body)

Parameters:

Name

Type

Summary

Required

Related Action

ticketId

integer

(Ticket Id)

The ticket Id to update.

True

GetTickets

body

UpdateTicketBodySchema

True

Returns:

Type:CreateTicket200Response

GetContacts

Summary: Get Contacts

Description: Get a list of contacts.

Syntax:

Freshdesk.GetContacts ()

Returns:

Type:array of (GetContactsResponseItem)

AddNote

Summary: Add a note to a ticket

Description: Add a private or public note to a ticket.

Syntax:

Freshdesk.AddNote (integer ticketId, AddNoteBodySchema body)

Parameters:

Name

Type

Summary

Required

Related Action

ticketId

integer

(Ticket Id)

The ticket Id to add a note to.

True

GetTickets

body

AddNoteBodySchema

True

Returns:

Type:AddNote200Response

GetAgents

Summary: Get Agents

Description: Get a list of all agents.

Syntax:

Freshdesk.GetAgents ()

Returns:

Type:array of (GetAgentsResponseItem)

Triggers:

Trigger TriggerTicketCreated

Summary: When a ticket is created

Description: When any ticket is created.

Syntax:

Freshdesk.TriggerTicketCreated ([internal][Optional]string updated_since, [advanced][Optional]boolean includeDescription)

Parameters:

Name

Type

Summary

Required

Related Action

updated_since

string

(Updated Since)

False

includeDescription

boolean

(Include description)

Should the response of the trigger include the description.

False

Returns:

Type:array of (CreateTicket200Response)

Trigger TriggerTicketAssignedToAgent

Summary: When a ticket assigned to an agent is updated

Description: When any ticket assigned to the selected agent is updated.

Syntax:

Freshdesk.TriggerTicketAssignedToAgent (integer agentId, [internal][Optional]string updated_since, [advanced][Optional]boolean includeDescription)

Parameters:

Name	Type	Summary	Required	Related Action
agentId	integer (Agent Id)	The agent id.	True	GetAgents
updated_since	string (Updated since)		False
includeDescription	boolean (Include description)	Should the response of the trigger include the description.	False

Returns:

Type:array of (CreateTicket200Response)

Trigger TriggerTicketUpdated

Summary: When a ticket is updated

Description: When a ticket is updated.

Syntax:

Freshdesk.TriggerTicketUpdated ([Optional]integer ticketId, [internal][Optional]string updated_since, [advanced][Optional]boolean includeDescription)

Parameters:

Name	Type	Summary	Required	Related Action
ticketId	integer (Ticket Id)	The ticket Id.	False	GetTickets
updated_since	string (Updated Since)		False
includeDescription	boolean (Include description)	Should the response of the trigger include the description.	False

Returns:

Type:array of (CreateTicket200Response)

Trigger TriggerTicketStatusChanged

Summary: When a ticket status changes

Description: When the status of the ticket changes.

Syntax:

Freshdesk.TriggerTicketStatusChanged (integer ticketId, [Optional]string status)

Parameters:

Name

Type

Summary

Required

Related Action

ticketId

integer

(Ticket Id)

The ticket Id.

True

GetTickets

status

string

(New Status)Values: [Open, Pending, Resolved, Closed, Waiting on Customer, Waiting on Third Party]

The new status of the ticket.

False

Returns:

Type:CreateTicket200Response

Trigger TriggerAgentAdded

Summary: When an agent is added

Description: When an agent is added (for admin use only). This trigger works only if the Freshdesk account has less than 100 agents.

Syntax:

Freshdesk.TriggerAgentAdded ()

Returns:

Type:array of (GetAgentsResponseItem)

Trigger TriggerContactAdded

Summary: When a contact is added

Description: When a contact is added. This trigger works only if the Freshdesk account has less than 100 contacts.

Syntax:

Freshdesk.TriggerContactAdded ()

Returns:

Type:array of (GetContactsResponseItem)

AddNote200Response

Summary:

Description:

Properties:

Name	Type	Summary
private	boolean Private	Set to true if the note is private.
body	string Content	Content of the note in HTML.
body_text	string Content Text	Content of the note in plain text.
ticket_id	integer(int32) Ticket Id	Id of the ticket to which this note is being added.
created_at	string(date-time) Created At	Note creation timestamp (in format yyyy-MM-ddTHH:mm:ssZ).
updated_at	string(date-time) Update At	Note updated timestamp (in format yyyy-MM-ddTHH:mm:ssZ).

AddNoteBodySchema

Summary:

Description:

Properties:

Name

Type

Summary

body

string

Content

The content of the note.

private

boolean

Private

Indicates if this is a private note (default is true).

CreateTicket200Response

Summary:

Description:

Properties:

Name	Type	Summary
spam	boolean Spam	Set to true if the ticket has been marked as spam.
priority	string Priority	Priority of the ticket.
requester_id	integer(int32) Requester Id	User Id of the requester.
responder_id	integer(int32) Agent Id	Id of the agent to whom the ticket has been assigned.
source	string Source	The channel through which the ticket was created.
status	string Status	Status of the ticket.
subject	string Subject	Subject of the ticket.
id	integer(int32) Ticket Id	The unique Id of the ticket.
type	string Type	Helps categorize the ticket according to the different kinds of issues your support team deals with.
due_by	string(date-time) Due By	Timestamp that denotes when the ticket is due to be resolved (in format yyyy-MM-ddTHH:mm:ssZ).
is_escalated	boolean Is Escalated	Set to true if the ticket has been escalated for any reason.
description	string Description	HTML content of the ticket.
description_text	string Description Text	Content of the ticket in plain text.
created_at	string(date-time) Created At	Ticket creation timestamp (in format yyyy-MM-ddTHH:mm:ssZ).
updated_at	string(date-time) Updated At	Ticket updated timestamp (in format yyyy-MM-ddTHH:mm:ssZ).
deleted	boolean Deleted	Set to true if the ticket has been deleted.

CreateTicketBodySchema

Summary:

Description:

Properties:

Name	Type	Summary
subject	string Subject	The subject for the ticket.
description	string Description	The description for the ticket.
email	string Email	The email of the requester.
priority	string Priority	The priority for the ticket. Values: [Low, Medium, High, Urgent]
status	string Status	The status of the ticket. Values: [Open, Pending, Resolved, Closed, Waiting on Customer, Waiting on Third Party]
type	string Type	Helps categorize the ticket according to the different kinds of issues your support team deals with.
due_by	string(date-time) Due By	Timestamp that denotes when the ticket is due to be resolved (in format yyyy-MM-ddTHH:mm:ssZ).
fr_due_by	string(date-time) First Response Due By	Timestamp that denotes when the first response is due (in format yyyy-MM-ddTHH:mm:ssZ).
responder_id	integer(int64) Agent	The agent of the ticket.
product_id	integer(int64) Product	The product the ticket should be part of (for admin use only).

GetAgentsResponseItem

Summary:

Description:

Properties:

Name	Type	Summary
id	integer(int64) id	id
ticket_scope	integer(int32) Ticket Scope	Ticket permission of the agent.
created_at	string(date-time) Created At	Agent creation timestamp (in format yyyy-MM-ddTHH:mm:ssZ).
updated_at	string(date-time) Updated At	Agent updated timestamp (in format yyyy-MM-ddTHH:mm:ssZ).
contact	Contact Contact	Contact

Contact

Summary: Contact

Description: Contact

Properties:

Name	Type	Summary
active	boolean Active	Set to true if the agent is verified.
email	string Email	Email address of the agent.
job_title	string Job Title	Job title of the agent.
language	string Language	Language of the agent.
last_login_at	string(date-time) Last Login At	Timestamp of the agent's last successful login (in format yyyy-MM-ddTHH:mm:ssZ).
mobile	string Mobile	Mobile number of the agent.
name	string Name	Name of the agent.
phone	string Phone	Telephone number of the agent.
time_zone	string Time Zone	Time zone of the agent.
created_at	string(date-time) Created At	Agent Creation timestamp (in format yyyy-MM-ddTHH:mm:ssZ).
updated_at	string(date-time) Updated At	Timestamp of the last update to the agent (in format yyyy-MM-ddTHH:mm:ssZ).

GetContactsResponseItem

Summary:

Description:

Properties:

Name	Type	Summary
active	boolean Active	Set to true if the contact has been verified.
address	string Address	Address of the contact.
company_id	integer(int64) Company Id	Id of the company to which this contact belongs.
description	string Description	A short description of the contact.
email	string Email	Primary email address of the contact.
id	integer(int32) Id	Id of the contact.
job_title	string Job Title	Job title of the contact.
language	string Language	Language of the contact.
mobile	string Mobile	Mobile number of the contact.
name	string Name	Name of the contact.
phone	string Phone	Telephone number of the contact.
time_zone	string Time Zone	Time zone in which the contact resides.
twitter_id	string Twitter Id	Twitter handle of the contact.
created_at	string(date-time) Created At	Contact creation timestamp (in format yyyy-MM-ddTHH:mm:ssZ).
updated_at	string(date-time) Updated At	Contact updated timestamp (in format yyyy-MM-ddTHH:mm:ssZ).

GetProductsResponseItem

Summary:

Description:

Properties:

Name

Type

Summary

integer(int64)

Id.

name

string

name

Name.

UpdateTicketBodySchema

Summary:

Description:

Properties:

Name	Type	Summary
description	string Description	The ticket description.
subject	string Subject	The subject of the ticket.
priority	string Priority	The priority of the ticket. Values: [Low, Medium, High, Urgent]
status	string Status	The status of the ticket. Values: [Open, Pending, Resolved, Closed, Waiting on Customer, Waiting on Third Party]
type	string Type	Helps categorize the ticket according to the different kinds of issues your support team deals with.
due_by	string(date-time) Due By	Timestamp that denotes when the ticket is due to be resolved (in format yyyy-MM-ddTHH:mm:ssZ).
responder_id	integer(int64) Agent	The agent of the ticket.