Connectors Reference

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: Preview

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)

When a ticket is created

TriggerTicketAssignedToAgent (integer agentId, [internal][Optional]string updated_since)

When a ticket assigned to an agent is updated

TriggerTicketUpdated ([Optional]integer ticketId, [internal][Optional]string updated_since)

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)

 

Parameters:

Name

Type

Summary

Required

Related Action

updated_since

string

(Updated Since)

 

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)

 

Parameters:

Name

Type

Summary

Required

Related Action

agentId

integer

(Agent Id)

The agent id.

True

GetAgents

updated_since

string

(Updated since)

 

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)

 

Parameters:

Name

Type

Summary

Required

Related Action

ticketId

integer

(Ticket Id)

The ticket Id.

False

GetTickets

updated_since

string

(Updated Since)

 

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).


 

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(int32)

Agent

The agent of the ticket.

product_id

integer(int32)

Product

The product the ticket should be part of (for admin use only).


 

GetAgentsResponseItem

Summary:

Description:

 

          Properties:

Name

Type

Summary

id

integer(int32)

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

string

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

id

integer(int32)

id

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(int32)

Agent

The agent of the ticket.