Freshworks Freshdesk

Freshdesk is a customer support software that helps businesses manage customer inquiries and improve service delivery.

Freshworks Freshdesk is a comprehensive customer support platform designed to streamline ticketing and change management processes. This connector enables seamless integration with Swimlane Turbine, allowing users to automate ticket creation, updates, and management directly from the Swimlane platform. By leveraging this integration, security teams can enhance their incident response workflows, improve communication with stakeholders, and ensure efficient handling of support requests, all without writing a single line of code.

The Freshworks Freshdesk connector integrates with Swimlane to allow for automated tasks to be conducted using the Fresdesk REST API.

Prerequisites

Before you can use the Freshdesk connector for Turbine, you'll need access to the Freshdesk API. This requires the following:

HTTP Basic authentication using the following parameters:

URL: The endpoint URL for your Freshdesk instance.

API Key: A unique key provided by Freshdesk for API access.

Password: Typically 'X' as Freshdesk uses API Key as username.

Capabilities

This Freshworks Freshdesk Connector provides the following capabilities:

Create a Note

Create a Change

Create a Ticket

Delete a Ticket

List all Tickets

Create a Reply

Update a Ticket

View a Ticket

API Documentation

Freshworks Freshdesk API Documentation

Additional Documentation

Freshworks Freshdesk Connector Documentation

Freshworks Freshdesk API Documentation

Configurations

Freshworks Freshdesk HTTP Basic Authentication

Authenticates using username and password.

Configuration Parameters

Parameter	Description	Type	Required
url	A URL to the target host.	string	Required
username	A valid API key provided by Freshworks Freshdesk to access their service.	string	Required
password	Default password value is X.	string	Required
verify_ssl	Verify SSL certificate	boolean	Optional
http_proxy	A proxy to route requests through.	string	Optional

Actions

Create a Note

Add a private or public note to a specified ticket in Freshworks Freshdesk using the ticket ID and note content.

Endpoint

URL: /api/v2/tickets/{{ticket_id}}/notes

Method: POST

Input

Argument Name	Type	Required	Description
path_parameters.ticket_id	string	Required	The ID of the ticket to add a note to.
attachments	array	Optional	File to be uploaded
attachments.file_name	string	Required	Name of the resource
attachments.file	string	Required	Parameter for Create a Note
body	string	Optional	Content of the note in HTML format.
private	boolean	Optional	Set to true for a private note (visible only to agents); false for a public note (visible to requester). Default is true.
notify_emails	array	Optional	Email addresses to notify about this note.
user_id	number	Optional	ID of the agent/user adding the note.
incoming	boolean	Optional	Set to true if a particular note should appear as being created from outside (i.e., not through web portal). The default value is false

Input Example

{"json_body":{"body":"<div>Internal discussion about the ticket.</div>","private":true,"notify_emails":["[email protected]","[email protected]"],"user_id":12345},"path_parameters":{"ticket_id":"1"}}

Output

Parameter	Type	Description
status_code	number	HTTP status code of the response
reason	string	Response reason phrase
id	number	Unique identifier
ticket_id	number	Unique identifier
body	string	Request body data
body_text	string	Request body data
private	boolean	Output field: private
notify_emails	array	Output field: notify_emails
user_id	number	Unique identifier
created_at	string	Output field: created_at
updated_at	string	Output field: updated_at
attachments	array	Output field: attachments

Output Example

{"status_code":201,"reason":"Created","json_body":{"id":1,"ticket_id":1,"body":"<div>Internal discussion about the ticket.</div>","body_text":"Internal discussion about the ticket.","private":true,"notify_emails":["[email protected]","[email protected]"],"user_id":12345,"created_at":"2024-08-23T11:19:15Z","updated_at":"2024-08-23T11:19:15Z","attachments":[]}}

Create a Change

Create a new change request in Freshservice using the provided JSON body details.

Endpoint

URL: /api/v2/changes

Method: POST

Input

Argument Name	Type	Required	Description
description	string	Optional	The HTML description of the change request.
subject	string	Optional	The subject or title of the change request.
email	string	Optional	The requester's email address.
priority	number	Optional	The priority level of the change request.
status	number	Optional	The status code of the change request.
group_id	number	Optional	The group ID assigned to the change request.
risk	number	Optional	The risk level of the change request.
change_type	number	Optional	The type of change (e.g., standard, emergency).
impact	number	Optional	The impact level of the change request.
planned_start_date	string	Optional	The planned start date and time for the change (ISO 8601 format).
planned_end_date	string	Optional	The planned end date and time for the change (ISO 8601 format).
department_id	number	Optional	The department ID associated with the change request.
agent_id	number	Optional	The agent ID assigned to the change request.
maintenance_window	object	Optional	The maintenance window object for the change request.
maintenance_window.id	number	Optional	The ID of the maintenance window.
custom_fields	object	Optional	Custom fields for the change request.
custom_fields.custom_text	string	Optional	A custom text field for additional information.
workspace_id	number	Optional	The workspace ID where the change request is created.

Input Example

{"json_body":{"description":"<div>Hi Team, <br/><br/> One of our email servers, Exchange Server (ES3) has been acting up. We tried rebooting it, but that didn\u2019t help. We need to get it replaced ASAP. <br/><br/>Regards<br/> Rachel<br/> </div>","subject":"Getting ES3 back up to speed","email":"[email protected]","priority":1,"status":1,"group_id":1,"risk":1,"change_type":1,"impact":3,"planned_start_date":"2019-03-20T16:18:46Z","planned_end_date":"2019-03-23T16:18:46Z","department_id":1,"agent_id":1,"maintenance_window":{"id":1},"custom_fields":{"custom_text":"This is a custom text box"},"workspace_id":3}}

Output

Parameter	Type	Description
status_code	number	HTTP status code of the response
reason	string	Response reason phrase
change	object	Output field: change
change.id	number	Unique identifier
change.agent_id	number	Unique identifier
change.description	string	Output field: change.description
change.description_text	string	Output field: change.description_text
change.workspace_id	number	Unique identifier
change.requester_id	number	Unique identifier
change.group_id	number	Unique identifier
change.priority	number	Output field: change.priority
change.impact	number	Output field: change.impact
change.status	number	Status value
change.risk	number	Output field: change.risk
change.change_type	number	Type of the resource
change.approval_status	number	Status value
change.planned_start_date	string	Date value
change.planned_end_date	string	Date value
change.subject	string	Output field: change.subject
change.department_id	number	Unique identifier
change.category	object	Output field: change.category
change.sub_category	object	Output field: change.sub_category
change.item_category	object	Output field: change.item_category
change.created_at	string	Output field: change.created_at
change.updated_at	string	Output field: change.updated_at

Output Example

{"status_code":200,"reason":"OK","json_body":{"change":{"id":1,"agent_id":1,"description":"<div>Hi Team, <br/><br/> One of our email servers, Exchange Server (ES3) has bee...","description_text":"Hi Team, One of our email servers, Exchange Server (ES3) has been acting up. We ...","workspace_id":3,"requester_id":1,"group_id":1,"priority":1,"impact":1,"status":1,"risk":1,"change_type":1,"approval_status":4,"planned_start_date":"2021-01-10T17:47:11.030Z","planned_end_date":"2021-02-10T17:47:11.030Z...

Create a Ticket

Create a new ticket in Freshworks Freshdesk using details specified in the JSON body input.

Endpoint

URL: /api/v2/tickets

Method: POST

Input

Argument Name	Type	Required	Description
attachments	array	Optional	File to be uploaded
attachments.file_name	string	Required	Name of the resource
attachments.file	string	Required	Parameter for Create a Ticket
name	string	Optional	Name of the requester.
requester_id	number	Optional	User ID of the requester. For existing contacts, the requester_id can be passed instead of the requester's email.
email	string	Optional	Email address of the requester. If no contact exists with this email address in Freshdesk, it will be added as a new contact.
facebook_id	string	Optional	Facebook ID of the requester. A contact should exist with this facebook_id in Freshdesk.
phone	string	Optional	Phone number of the requester. If no contact exists with this phone number in Freshdesk, it will be added as a new contact. If the phone number is set and the email address is not, then the name attribute is mandatory.
twitter_id	string	Optional	Twitter handle of the requester. If no contact exists with this handle in Freshdesk, it will be added as a new contact.
unique_external_id	string	Optional	External ID of the requester. If no contact exists with this external ID in Freshdesk, they will be added as a new contact.
subject	string	Optional	Subject of the ticket. The default Value is null.
type	string	Optional	Helps categorize the ticket according to the different kinds of issues your support team deals with. The default Value is null.
status	number	Optional	Status of the ticket. The default Value is 2. Possible values are Open - 2, Pending - 3, Resolved - 4, Closed - 5.
priority	number	Optional	Priority of the ticket. The default value is 1. Possible Values are Low - 1, Medium - 2, High - 3, Urgent - 4.
description	string	Optional	HTML content of the ticket.
responder_id	number	Optional	ID of the agent to whom the ticket has been assigned.
cc_emails	array	Optional	Email address added in the 'cc' field of the incoming ticket email.
custom_fields	object	Optional	Key value pairs containing the names and values of custom fields.
custom_fields.cf_order_number_1	string	Optional	Parameter for Create a Ticket
due_by	string	Optional	Timestamp that denotes when the ticket is due to be resolved.
email_config_id	number	Optional	ID of email config which is used for this ticket. (i.e., [email protected]/[email protected]) If product_id is given and email_config_id is not given, product's primary email_config_id will be set.
fr_due_by	string	Optional	Timestamp that denotes when the first response is due.
group_id	number	Optional	ID of the group to which the ticket has been assigned. The default value is the ID of the group that is associated with the given email_config_id.
parent_id	number	Optional	ID of the parent ticket that this ticket should be linked to. When passing this field, the current ticket actioned upon will be converted to a child ticket.
product_id	number	Optional	ID of the product to which the ticket is associated. It will be ignored if the email_config_id attribute is set in the request.

Input Example

{"json_body":{"name":"","requester_id":1,"email":"[email protected]","facebook_id":"","phone":"","twitter_id":"","unique_external_id":"","subject":"Support Needed...","type":"null","status":2,"priority":1,"description":"Details about the issue...","responder_id":3,"cc_emails":["[email protected]","[email protected]"],"custom_fields":{"cf_order_number_1":"12345"},"due_by":"","email_config_id":4,"fr_due_by":"","group_id":5,"parent_id":6,"product_id":7,"source":2,"tags":["text"],"company_id":1,"internal_agent_id":4,"internal_group_id":8,"lookup_parameter":"display_id","related_ticket_ids":[1,2,3]}}

Output

Parameter	Type	Description
status_code	number	HTTP status code of the response
reason	string	Response reason phrase
cc_emails	array	Output field: cc_emails
fwd_emails	array	Output field: fwd_emails
reply_cc_emails	array	Output field: reply_cc_emails
ticket_cc_emails	array	Output field: ticket_cc_emails
fr_escalated	boolean	Output field: fr_escalated
spam	boolean	Output field: spam
email_config_id	number	Unique identifier
group_id	object	Unique identifier
priority	number	Output field: priority
requester_id	number	Unique identifier
responder_id	object	Unique identifier
source	number	Output field: source
company_id	object	Unique identifier
status	number	Status value
subject	string	Output field: subject
support_email	object	Output field: support_email
to_emails	object	Output field: to_emails
product_id	number	Unique identifier
id	number	Unique identifier
type	object	Type of the resource
due_by	string	Output field: due_by
fr_due_by	string	Output field: fr_due_by
is_escalated	boolean	Output field: is_escalated

Output Example

{"status_code":201,"response_headers":{"Date":"Fri, 23 Aug 2024 11:19:15 GMT","Content-Type":"application/json; charset=utf-8","Transfer-Encoding":"chunked","Connection":"keep-alive","Status":"201 Created","Pragma":"no-cache","X-Request-Id":"d8bc4577-c808-4a64-8d86-5aea31722818","Location":"https://swimlane7437723860445025.freshdesk.com/api/v2/tickets/5","X-Freshdesk-Api-Version":"latest=v2; requested=v2","Content-Security-Policy":"default-src 'self'; connect-src 'self' *.freshconnect.io/ *.fres...

Delete a Ticket

Permanently remove a ticket from Freshworks Freshdesk using the provided unique ID as a path parameter.

Endpoint

URL: /api/v2/tickets/{{id}}

Method: DELETE

Input

Argument Name	Type	Required	Description
path_parameters.id	string	Required	Parameters for the Delete a Ticket action

Input Example

{"path_parameters":{"id":"1"}}

Output

Parameter	Type	Description
status_code	number	HTTP status code of the response
reason	string	Response reason phrase
response_text	string	Output field: response_text

Output Example

{"status_code":204,"response_headers":{"Date":"Sun, 25 Aug 2024 15:18:35 GMT","Connection":"keep-alive","Status":"204 No Content","Pragma":"no-cache","X-Request-Id":"6345cc7e-97ec-4d4d-a37d-fb0dff70e9ee","X-Freshdesk-Api-Version":"latest=v2; requested=v2","Content-Security-Policy":"default-src 'self'; connect-src 'self' *.freshconnect.io/ *.freshsales.io/ *.fre...","Cache-Control":"no-cache, no-store, max-age=0, must-revalidate","X-Xss-Protection":"1; mode=block","X-Content-Type-Options":"nosnif...

List all Tickets

Retrieve a list of active tickets from Freshworks Freshdesk, with options to include 'deleted' and 'spam' items.

Endpoint

URL: /api/v2/tickets

Method: GET

Input

Argument Name	Type	Required	Description
parameters.filter	string	Optional	Predefined filters. The various filters available are new_and_my_open, watching, spam, deleted.
parameters.requester_id	number	Optional	User ID of the requester. For existing contacts, the requester_id can be passed instead of the requester's email.
parameters.email	string	Optional	Email address of the requester. If no contact exists with this email address in Freshdesk, it will be added as a new contact.
parameters.unique_external_id	string	Optional	External ID of the requester. If no contact exists with this external ID in Freshdesk, they will be added as a new contact.
parameters.company_id	number	Optional	ID of the company to which this ticket belongs.
parameters.updated_since	string	Optional	Parameters for the List all Tickets action
parameters.order_by	string	Optional	Parameters for the List all Tickets action
parameters.order_type	string	Optional	Parameters for the List all Tickets action
parameters.include	string	Optional	Stats will return the ticket’s closed_at, resolved_at and first_responded_at time. Requester will return the requester's email, id, mobile, name, and phone. Description will return the ticket description and description_text.

Input Example

{"parameters":{"filter":"new_and_my_open","requester_id":1,"email":"[email protected]","unique_external_id":"","company_id":2,"updated_since":"2015-01-19T02:00:00Z","order_by":"created_at","order_type":"desc","include":"stats"}}

Output

Parameter	Type	Description
status_code	number	HTTP status code of the response
reason	string	Response reason phrase

Output Example

{"status_code":200,"response_headers":{"Date":"Thu, 22 Aug 2024 08:43:18 GMT","Content-Type":"application/json; charset=utf-8","Transfer-Encoding":"chunked","Connection":"keep-alive","Status":"200 OK","Cache-Control":"no-cache, no-store, max-age=0, must-revalidate","Pragma":"no-cache","X-Xss-Protection":"1; mode=block","X-Request-Id":"49fa19e8-efac-4718-9f4d-4a4acdf74b67","X-Content-Type-Options":"nosniff","X-Freshdesk-Api-Version":"latest=v2; requested=v2","Content-Security-Policy":"default-src...

Create a Reply

Add a visible reply to a specific ticket in Freshworks Freshdesk, optionally sending it to the requester via email. Requires ticket ID and reply body.

Endpoint

URL: /api/v2/tickets/{{id}}/reply

Method: POST

Input

Argument Name	Type	Required	Description
path_parameters.id	string	Required	The ID of the ticket to reply to.
attachments	array	Optional	File to be uploaded
attachments.file_name	string	Required	Name of the resource
attachments.file	string	Required	Parameter for Create a Reply
body	string	Optional	Content of the reply in HTML format.
from_email	string	Optional	Email address from which the reply is sent.
user_id	number	Optional	ID of the agent/user adding the reply.
cc_emails	array	Optional	Email addresses to be added in the 'cc' field of the outgoing ticket email.
bcc_emails	array	Optional	Email addresses to be added in the 'bcc' field of the outgoing ticket email.

Input Example

{"json_body":{"body":"<div>Thank you for reaching out. We will get back to you shortly.</div>","from_email":"[email protected]","user_id":12345},"path_parameters":{"id":"1"}}

Output

Parameter	Type	Description
status_code	number	HTTP status code of the response
reason	string	Response reason phrase
id	number	Unique identifier
ticket_id	number	Unique identifier
body	string	Request body data
body_text	string	Request body data
from_email	string	Output field: from_email
user_id	number	Unique identifier
created_at	string	Output field: created_at
updated_at	string	Output field: updated_at
attachments	array	Output field: attachments

Output Example

{"status_code":200,"reason":"OK","json_body":{"id":1,"ticket_id":1,"body":"<div>Thank you for reaching out. We will get back to you shortly.</div>","body_text":"Thank you for reaching out. We will get back to you shortly.","from_email":"[email protected]","user_id":12345,"created_at":"2024-08-23T11:19:15Z","updated_at":"2024-08-23T11:19:15Z","attachments":[]}}

Update a Ticket

Update an existing ticket in Freshworks Freshdesk using a specific ticket ID and provided data.

Endpoint

URL: /api/v2/tickets/{{id}}

Method: PUT

Input

Argument Name	Type	Required	Description
path_parameters.id	string	Required	Parameters for the Update a Ticket action
attachments	array	Optional	File to be uploaded
attachments.file_name	string	Required	Name of the resource
attachments.file	string	Required	Parameter for Update a Ticket
name	string	Optional	Name of the requester.
requester_id	number	Optional	User ID of the requester. For existing contacts, the requester_id can be passed instead of the requester's email.
email	string	Optional	Email address of the requester. If no contact exists with this email address in Freshdesk, it will be added as a new contact.
facebook_id	string	Optional	Facebook ID of the requester. A contact should exist with this facebook_id in Freshdesk.
phone	string	Optional	Phone number of the requester. If no contact exists with this phone number in Freshdesk, it will be added as a new contact. If the phone number is set and the email address is not, then the name attribute is mandatory.
twitter_id	string	Optional	Twitter handle of the requester. If no contact exists with this handle in Freshdesk, it will be added as a new contact.
unique_external_id	string	Optional	External ID of the requester. If no contact exists with this external ID in Freshdesk, they will be added as a new contact.
subject	string	Optional	Subject of the ticket. The default Value is null.
type	string	Optional	Helps categorize the ticket according to the different kinds of issues your support team deals with. The default Value is null.
status	number	Optional	Status of the ticket. The default Value is 2. Possible values are Open - 2, Pending - 3, Resolved - 4, Closed - 5.
priority	number	Optional	Priority of the ticket. The default value is 1. Possible Values are Low - 1, Medium - 2, High - 3, Urgent - 4.
description	string	Optional	HTML content of the ticket.
responder_id	number	Optional	ID of the agent to whom the ticket has been assigned.
custom_fields	object	Optional	Key value pairs containing the names and values of custom fields.
custom_fields.cf_order_number_1	string	Optional	Parameter for Update a Ticket
due_by	string	Optional	Timestamp that denotes when the ticket is due to be resolved.
email_config_id	number	Optional	ID of email config which is used for this ticket. (i.e., [email protected]/[email protected]) If the product_id is changed and the current email_config_id doesn't belong to that product, then this value will be automatically updated to the selected product's primary email_config_id.
fr_due_by	string	Optional	Timestamp that denotes when the first response is due.
group_id	number	Optional	ID of the group to which the ticket has been assigned. The default value is the ID of the group that is associated with the given email_config_id.
parent_id	number	Optional	ID of the parent ticket that this ticket should be linked to. When passing this field, the current ticket actioned upon will be converted to a child ticket.
product_id	number	Optional	ID of the product to which the ticket is associated.

Input Example

{"json_body":{"name":"","requester_id":1,"email":"[email protected]","facebook_id":"","phone":"","twitter_id":"","unique_external_id":"","subject":"Support Needed...","type":"null","status":2,"priority":1,"description":"Details about the issue...","responder_id":3,"custom_fields":{"cf_order_number_1":"12345"},"due_by":"","email_config_id":4,"fr_due_by":"","group_id":5,"parent_id":6,"product_id":7,"source":2,"tags":["text"],"company_id":1,"internal_agent_id":4,"internal_group_id":8,"lookup_parameter":"display_id"},"path_parameters":{"id":"1"}}

Output

Parameter	Type	Description
status_code	number	HTTP status code of the response
reason	string	Response reason phrase
cc_emails	array	Output field: cc_emails
fwd_emails	array	Output field: fwd_emails
reply_cc_emails	array	Output field: reply_cc_emails
email_config_id	object	Unique identifier
group_id	object	Unique identifier
priority	number	Output field: priority
requester_id	number	Unique identifier
responder_id	object	Unique identifier
source	number	Output field: source
status	number	Status value
subject	string	Output field: subject
company_id	number	Unique identifier
id	number	Unique identifier
type	string	Type of the resource
to_emails	object	Output field: to_emails
product_id	object	Unique identifier
fr_escalated	boolean	Output field: fr_escalated
spam	boolean	Output field: spam
urgent	boolean	Output field: urgent
is_escalated	boolean	Output field: is_escalated
created_at	string	Output field: created_at
updated_at	string	Output field: updated_at
due_by	string	Output field: due_by

Output Example

{"status_code":200,"response_headers":{"Date":"Mon, 26 Aug 2024 06:35:11 GMT","Content-Type":"application/json; charset=utf-8","Transfer-Encoding":"chunked","Connection":"keep-alive","Status":"405 Method Not Allowed","Pragma":"no-cache","X-Request-Id":"4a4e77e6-f89c-419c-a766-fdd4a7de7b05","X-Freshdesk-Api-Version":"latest=v2; requested=v2","Content-Security-Policy":"default-src 'self'; connect-src 'self' *.freshconnect.io/ *.freshsales.io/ *.fre...","Cache-Control":"no-cache, no-store, max-age=...

View a Ticket

Retrieve detailed information for a specific ticket in Freshworks Freshdesk using the ticket ID. Note that additional details may consume extra API credits.

Endpoint

URL: /api/v2/tickets/{{id}}

Method: GET

Input

Argument Name	Type	Required	Description
path_parameters.id	string	Required	Parameters for the View a Ticket action
parameters.include	string	Optional	Conversations will return up to ten conversations sorted by "created_at" in ascending order. Requester will return the requester's email, id, mobile, name, and phone. Company will return the company's id and name. Stats will return the ticket’s closed_at, resolved_at and first_responded_at time.

Input Example

{"parameters":{"include":"conversations"},"path_parameters":{"id":"1"}}

Output

Parameter	Type	Description
status_code	number	HTTP status code of the response
reason	string	Response reason phrase
cc_emails	array	Output field: cc_emails
fwd_emails	array	Output field: fwd_emails
reply_cc_emails	array	Output field: reply_cc_emails
ticket_cc_emails	array	Output field: ticket_cc_emails
fr_escalated	boolean	Output field: fr_escalated
spam	boolean	Output field: spam
email_config_id	object	Unique identifier
group_id	number	Unique identifier
priority	number	Output field: priority
requester_id	number	Unique identifier
responder_id	object	Unique identifier
source	number	Output field: source
company_id	object	Unique identifier
status	number	Status value
subject	string	Output field: subject
association_type	object	Type of the resource
support_email	object	Output field: support_email
to_emails	object	Output field: to_emails
product_id	number	Unique identifier
id	number	Unique identifier
type	string	Type of the resource
due_by	string	Output field: due_by
fr_due_by	string	Output field: fr_due_by

Output Example

{"status_code":200,"response_headers":{"Date":"Thu, 22 Aug 2024 09:10:26 GMT","Content-Type":"application/json; charset=utf-8","Transfer-Encoding":"chunked","Connection":"keep-alive","Status":"200 OK","Cache-Control":"no-cache, no-store, max-age=0, must-revalidate","Pragma":"no-cache","X-Xss-Protection":"1; mode=block","X-Request-Id":"7a3512a8-a52d-4792-9634-55a797a7f5b0","X-Content-Type-Options":"nosniff","X-Freshdesk-Api-Version":"latest=v2; requested=v2","Content-Security-Policy":"default-src...

Response Headers

Header	Description	Example
Allow	HTTP response header: Allow	GET
Cache-Control	Directives for caching mechanisms	no-cache, no-store, max-age=0, must-revalidate
Connection	HTTP response header: Connection	keep-alive
Content-Encoding	HTTP response header: Content-Encoding	gzip
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