Freshdesk

Freshdesk helpdesk: list, search, create and update tickets, reply or add notes, read conversations, manage contacts.

10 actions API key 5 read5 write Calls freshdesk.com

Connect

TypeScript

const conn = await setu.connections.initiate({ userId: "user_1", toolkit: "freshdesk" });
console.log(conn.connectUrl); // show this to your user
await conn.waitUntilActive();

Permissions requested

This toolkit uses a single credential and requests no scopes.

Actions

Add note to ticketwritefreshdesk.add_noteAdd a note to a ticket. Private notes (the default) are visible to agents only; set private to false for a public note.

Input	Type		Description
`ticket_id`	integer	Required	Ticket ID
`body`	string	Required	Note text
`private`	boolean	Optional	True for an agent-only note (default true)

TypeScript

await setu.execute({
  userId: "user_1",
  action: "freshdesk.add_note",
  input: {
    "ticket_id": 1,
    "body": "<body>"
  },
});

Create contactwritefreshdesk.create_contactCreate a contact. A name and at least one of email, phone or mobile is required.

Input	Type		Description
`name`	string	Required	Contact name
`email`	string	Optional	Email address
`phone`	string	Optional	Phone number
`job_title`	string	Optional	Job title

TypeScript

await setu.execute({
  userId: "user_1",
  action: "freshdesk.create_contact",
  input: {
    "name": "<name>"
  },
});

Create ticketwritefreshdesk.create_ticketCreate a ticket. Needs a requester email and, in practice, a subject and description. Status and priority are numeric codes.

Input	Type		Description
`subject`	string	Required	Ticket subject
`description`	string	Required	Ticket body (HTML or plain text)
`email`	string	Required	Requester email address
`priority`	integer	Optional	Priority: 1 low, 2 medium, 3 high, 4 urgent
`status`	integer	Optional	Status: 2 open, 3 pending, 4 resolved, 5 closed
`tags`	array of string	Optional	Tags to add

TypeScript

await setu.execute({
  userId: "user_1",
  action: "freshdesk.create_ticket",
  input: {
    "email": "<email>",
    "subject": "<subject>",
    "description": "<description>"
  },
});

Get ticketreadfreshdesk.get_ticketGet one ticket by ID. Set include to 'requester', 'conversations', 'company' or 'stats' to embed related data (each costs extra API credits).

Input	Type		Description
`ticket_id`	integer	Required	Ticket ID
`include`	string	Optional	Related data to embed: conversations, requester, company or stats

TypeScript

await setu.execute({
  userId: "user_1",
  action: "freshdesk.get_ticket",
  input: {
    "ticket_id": 1
  },
});

List contactsreadfreshdesk.list_contactsList contacts (customers), optionally filtered by exact email, phone or company.

Input	Type		Description
`email`	string	Optional	Exact email to match
`phone`	string	Optional	Exact phone number to match
`company_id`	integer	Optional	Only contacts of this company
`per_page`	integer	Optional	Contacts per page (max 100)

TypeScript

await setu.execute({
  userId: "user_1",
  action: "freshdesk.list_contacts",
  input: {},
});

List ticket conversationsreadfreshdesk.list_conversationsList the replies and notes on a ticket, oldest first.

Input	Type		Description
`ticket_id`	integer	Required	Ticket ID

TypeScript

await setu.execute({
  userId: "user_1",
  action: "freshdesk.list_conversations",
  input: {
    "ticket_id": 1
  },
});

List ticketsreadfreshdesk.list_ticketsList tickets (only the last 30 days unless updated_since is given), with optional filters for requester email and sort order.

Input	Type		Description
`per_page`	integer	Optional	Tickets per page (max 100)
`page`	integer	Optional	Page number, starting at 1
`updated_since`	string	Optional	Only tickets updated after this date, e.g. 2015-08-17
`email`	string	Optional	Only tickets from this requester email
`order_by`	string	Optional	Sort field
`order_type`	string	Optional	Sort direction

TypeScript

await setu.execute({
  userId: "user_1",
  action: "freshdesk.list_tickets",
  input: {},
});

Reply to ticketwritefreshdesk.reply_to_ticketSend a public reply on a ticket; the requester receives it by email.

Input	Type		Description
`ticket_id`	integer	Required	Ticket ID
`body`	string	Required	Reply text (HTML or plain text)

TypeScript

await setu.execute({
  userId: "user_1",
  action: "freshdesk.reply_to_ticket",
  input: {
    "ticket_id": 1,
    "body": "<body>"
  },
});

Search ticketsreadfreshdesk.search_ticketsSearch tickets with Freshdesk's query language, e.g. 'status:2 AND priority:3' (without the surrounding quotes). Returns up to 30 results per page.

Input	Type		Description
`query`	string	Required	Filter expression, e.g. status:2 AND priority:3
`page`	integer	Optional	Page number, starting at 1

TypeScript

await setu.execute({
  userId: "user_1",
  action: "freshdesk.search_tickets",
  input: {
    "query": "<query>"
  },
});

Update ticketwritefreshdesk.update_ticketChange a ticket's status, priority, subject or assigned agent. Use reply_to_ticket or add_note to add conversation entries.

Input	Type		Description
`ticket_id`	integer	Required	Ticket ID
`status`	integer	Optional	Status: 2 open, 3 pending, 4 resolved, 5 closed
`priority`	integer	Optional	Priority: 1 low, 2 medium, 3 high, 4 urgent
`subject`	string	Optional	New subject
`responder_id`	integer	Optional	Agent ID to assign the ticket to

TypeScript

await setu.execute({
  userId: "user_1",
  action: "freshdesk.update_ticket",
  input: {
    "ticket_id": 1
  },
});