Freshdesk Support Desk
App Vendor: Freshdesk
Connector Category: Case and Ticket Management
App Version in Orchestrate: 1.0.0
API Version: 2.0.0
About App
Freshdesk Support Desk is a cloud-based customer support platform that was introduced with the mission of enabling organizations of all sizes to provide great customer service. It introduces some of the best ITSM practices for a strong service delivery process.
The Freshdesk Support Desk app is configured with the Orchestrate application to perform the following actions:
Action | Description |
|---|---|
Forward a Ticket | This action forwards a specific ticket on Freshdesk as an email to the intended recipient email IDs. |
Reply to Ticket | This action replies to a ticket on Freshdesk. |
Add Notes to Ticket | This action adds a note to a specific ticket on Freshdesk. |
Merge Tickets | This action merges two separate tickets into one. |
List Tickets | This action retrieves the list of all tickets. |
Update a Ticket | This action updates the details of a ticket on Freshdesk. |
Create a New Ticket | This action creates a new ticket on Freshdesk. |
View a Ticket | This action is used to view a ticket on Freshdesk. |
Configuration Parameters
The following configuration parameters are required for the Freshdesk Support Desk app to communicate with the Freshdesk Support Desk enterprise application.
Parameter | Description | Field Type | Required/Optional | Comments |
|---|---|---|---|---|
Base URL | Enter the Base URL of the Freshdesk Support Desk application. Example: https://newaccount1122334455.freshdesk.com | Text | Required | |
API Key | Enter the API key to be used to access the FreshDesk API. Example: XXXX972a2167c93df3372de34c2fb18bae5d319a | Password | Required |
Action: Forward a Ticket
This action forwards a specific ticket on Freshdesk as an email to the intended recipient email IDs.
Action Input Parameters
Parameter | Description | Field Type | Required/Optional | Comments |
|---|---|---|---|---|
Ticket ID | Enter the ID of the ticket to forward. Example: "TicketID101" | Text | Required | You can retrieve the Ticket ID using List Tickets action. |
Email Body | Enter the content of the email while forwarding the ticket. Example: "This is a sample email" | Text | Required | |
To Emails | Enter the recipient email IDs to which the ticket gets forwarded. Example:["example@gmail.com","example1@gmail.com"] | List | Optional | |
From Email | The email address from which the ticket is forwarded. By default, the global support email is used. Example: "example@gmail.com" | Text | Optional | |
CC Emails | Enter the email addresses to be copied in the 'cc' field of the outgoing forward email. Example: ['test1@testmail.com', 'test2@testmail.com'] | List | Optional | |
BCC Emails | Enter the email addresses to be concealed in the 'bcc' field of the outgoing forward email. Example: ['test1@testmail.com', 'test2@testmail.com'] | List | Optional | |
Extra params | Enter any additional parameters if any. | Key Value | Optional | Allowed values:
|
Example Request
[
{
"ticket_id": "12",
"to_emails": [
"user@testdomain.com"
],
"email_body": "This is a sample email",
"extra_params": {
"cc_emails": [
"user@testdomain.com"
]
}
}
]Action: Reply to Ticket
This action replies to a ticket on Freshdesk.
Action Input Parameters
Parameter | Description | Field Type | Required/Optional | Comments |
|---|---|---|---|---|
Ticket ID | Enter the ID of the ticket to forward. Example: "TicketID101" | Integer | Required | You can retrieve the Ticket ID using List Tickets action. |
Content | Enter the content of the note to reply. Example: "This is sample content" | Text | Required | |
From email | The email address from which the reply is sent. By default, the global support email is used. Example: "example@gmail.com" | Text | Optional | |
CC Emails | Enter the email addresses to be copied in the 'cc' field of the reply email. Example: ['test1@testmail.com', 'test2@testmail.com'] | List | Optional | |
BCC Emails | Enter the email addresses to be concealed in the 'bcc' field of the reply email. Example: ['test1@testmail.com', 'test2@testmail.com'] | List | Optional | |
User ID | Enter the ID of the agent who is adding the note. Example: "sampleuser1D" | Text | Optional |
Example Request
[
{
"ticket_id": "TicketID101",
"reply_body": "This is sample content"
}
]Action: Add Notes to Ticket
This action adds a note to a specific ticket on Freshdesk.
Action Input Parameters
Parameter | Description | Field Type | Required/Optional | Comments |
|---|---|---|---|---|
Ticket ID | Enter the ID of the ticket to forward. Example: "TicketID101" | Integer | Required | You can retrieve the Ticket ID using List Tickets action. |
Note Body | Enter the content of the note to be added. Example: "This is an example note" | Text | Required | |
Note Type Private | Set this to True if the note is private. Example: True. | Boolean | Optional | Default value: True |
Notify Emails | Email addresses of agents/users who need to be notified about this note. Example: ["example@gmail.com", "example1@gmail.com"] | List | Optional | |
User ID | Enter the ID of the agent who is adding the note. Example: "sampleuser1D" | Text | Optional | |
Incoming | Set this to true if a particular note must appear as being created from outside (that is, not through the web portal). The default value is false. | Boolean | Optional | Default value: False |
Example Request
[
{
"note_body": "Test Note example",
"ticket_id": "TicketID101"
}
]Action: Merge Tickets
This action merges two separate tickets into one.
Action Input Parameters
Parameter | Description | Field Type | Required/Optional | Comments |
|---|---|---|---|---|
Primary ID | Enter the ID of the ticket you want to merge into. Example: "SampleTicket101" | Integer | Required | You can retrieve the primary ticket ID using List Tickets action. |
Merge Ticket IDs | Enter the IDs of the ticket you wish to merge into the primary ticket ID. Example: [2,3,4] | List | Required | |
Note to Primary Ticket | Enter the note to be added to the primary ticket when the merge happens. Example: "This is a Merge ticket note" | Text | Required | |
Private Note | Enter True if the note added to the primary ticket should be private. Otherwise, enter False to make the note public. | Boolean | Required | Allowed values:
|
Example Request
[
{
"primary_id": 12,
"private_note": false,
"merge_ticket_ids": [
15
],
"note_to_primary_ticket": "This is a Merge ticket note"
}
]Action: List Tickets
This action retrieves the list of all tickets.
Action Input Parameters
Parameter | Description | Field Type | Required/Optional | Comments |
|---|---|---|---|---|
Filter Name | Enter the name of the filter to list tickets. Example: "spam" | Text | Optional | Allowed values:
|
Updated Since | Enter the updated since time to filter the tickets. Example: 2015-01-19T02:00:00Z. | Text | Optional |
Note:
You can also pass additional parameters such as Company ID, Requester ID, Requester Email, and Order Type to list the tickets.
Example Request
[
{
"requester_email": "testuser@sampledomain.com",
"order_type": "asc"
}
]Action: Update a Ticket
This action updates the details of a ticket on Freshdesk.
Action Input Parameters
Parameter | Description | Field Type | Required/Optional | Comments |
|---|---|---|---|---|
Ticket ID | Enter the ID of the ticket to update. Example: "TicketID101" | Integer | Required | You can retrieve the Ticket ID using List Tickets action. |
Name | Enter the name of the requester. Example: "Testuser" | Text | Optional | |
Product ID | Enter the ID of the product to which the ticket is associated. | Text | Optional | You can retrieve the Product ID using List Tickets action. |
Subject | Enter the subject of the ticket. | Text | Optional | Default value:Null |
Ticket Type | Enter the category based on how you wish to categorize the ticket. This is based on different kinds of issues your support team deals with. Example: "Incident" or "Hardware" | Text | Optional | Default value:Null |
Extra Params | Enter additional parameters if any. | Key Value | Optional | Allowed values:
|
Note:
You can also pass additional parameters such as Source and Description to update the ticket.
Example Request
[
{
"subject": "This is an update to a ticket",
"ticket_id": 15,
"description": "This description is updated after update ticket action.",
"extra_params": {
"type": "Incident"
}
}
]Action: Create a New Ticket
This action creates a new ticket in Freshdesk.
Action Input Parameters
Parameter | Description | Field Type | Required/Optional | Comments |
|---|---|---|---|---|
Name | Enter the name of the requester to create a new ticket. Example: "Testuser" | Text | Required | |
Description | Enter the content of the ticket. | Text | Required | |
Enter the email address of the requester. If no contact exists with this email address in Freshdesk, it will be added as a new contact. Example: “user@testdomain.com“ | Text | Required | ||
Priority | Enter the priority for the ticket. They represent the following: Low-1, Medium-2, High-3, Urgent-4. | Integer | Required | Allowed values: 1,2,3,4 |
Status | Enter the status for the ticket. They represent the following: Open-2, Pending-3, Resolved-4, Closed-5. | Integer | Required | Allowed values: 2,3,4,5 |
Subject | Enter the subject of the ticket. The default Value is null. Example: "Test Subject" | Text | Required | Default value:Null |
Extra params | Enter any additional parameters if any. | Key Value | Optional | Allowed values:
|
Note:
You can also pass additional parameters such as CC Emails and Phone to create a new ticket.
Example Request
[
{
"name": "TEST",
"email": "18uca034@gmail.com",
"status": 2,
"subject": "Test",
"priority": 2,
"description": "Test",
"extra_params": {
"type": "Question"
}
}
]Action: View a Ticket
This action is used to view a ticket on Freshdesk.
Action Input Parameters
Parameter | Description | Field Type | Required/Optional | Comments |
|---|---|---|---|---|
Ticket ID | Enter the ID of the ticket to view. Example: "TicketID101" | Integer | Required | You can retrieve the Ticket ID using List Tickets action. |
Example Request
[
{
"ticket_id": 15
}
]