Freshworks Freshdesk

the freshdesk connector allows for streamlined ticket management and support automation by interfacing with the freshdesk api freshworks freshdesk is a dynamic customer support solution that simplifies ticketing, automation, and resolution of customer issues this connector enables swimlane turbine users to manage freshdesk tickets directly within their security workflows, offering streamlined incident management and enhanced customer support by integrating with freshdesk, users can create, update, view, and delete tickets, as well as manage change requests, all without leaving the swimlane platform this seamless integration empowers teams to deliver efficient customer service while maintaining robust security operations the freshworks freshdesk connector integrates with swimlane to allow for automated tasks to be conducted using the fresdesk rest api prerequisites to effectively utilize the freshdesk connector for turbine, ensure you have the following http basic authentication with these parameters url the endpoint url for the freshdesk api api key your freshdesk api key for authentication password the password associated with your freshdesk account capabilities this freshworks freshdesk connector provides the following capabilities create a change create a ticket delete a ticket list all tickets update a ticket view a ticket additional information about capabilities freshdesk tickets use fixed numerical values to indicate a ticket's source, status, and priority use the following tables to identify the correct values to use when updating tickets source value email 1 portal 2 phone 3 chat 7 feedback widget 9 outbound email 10 status value open 2 pending 3 resolved 4 closed 5 priority value low 1 medium 2 high 3 urgent 4 api documentation freshworks freshdesk api documentation https //developers freshdesk com/api/#tickets 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 change initiates a new change request within freshservice, requiring a json body with relevant 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 id number optional the id of the maintenance window custom fields object optional custom fields for the change request custom text string optional a custom text field for additional information workspace id number optional the workspace id where the change request is created output parameter type description status code number http status code of the response reason string response reason phrase change object output field change id number unique identifier agent id number unique identifier description string output field description description text string output field description text workspace id number unique identifier requester id number unique identifier group id number unique identifier priority number output field priority impact number output field impact status number status value risk number output field risk change type number type of the resource approval status number status value planned start date string date value planned end date string date value subject string output field subject department id number unique identifier category object output field category sub category object output field sub category item category object output field item category created at string output field created at updated at string output field updated at example \[ { "status code" 200, "reason" "ok", "json body" { "change" {} } } ] create a ticket create a new ticket in freshworks freshdesk using the provided details within the json body endpoint url /api/v2/tickets method post input argument name type required description 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 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 , support\@yourcompany com mailto\ support\@yourcompany com /sales\@yourcompany com) 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 source number optional the channel through which the ticket was created the default value is 2 possible values are email 1, portal 2, phone 3, chat 7, feedback widget 9, outbound email 10 tags array optional tags that have been associated with the ticket company id number optional company id of the requester this attribute can only be set if the multiple companies feature is enabled (estate plan and above) 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 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/ freshsales io/ fre ", "cache control" "no cache, no store, max age=0, must revalidate", "x xss protection" "1; mode=block", "x content type options" "nosniff", "expires" "wed, 13 oct 2010 00 00 00 utc", "set cookie" " x w=7 2; path=/; httponly; secure, x m=x c; path=/; httponly; secure" }, "reason" "created", "json body" { "cc emails" \[], "fwd emails" \[], "reply cc emails" \[], "ticket cc emails" \[], "fr escalated" false, "spam" false, "email config id" 1070000070278, "group id" null, "priority" 1, "requester id" 1070030289404, "responder id" null, "source" 2, "company id" null, "status" 2, "subject" "support needed " } } ] delete a ticket permanently removes a ticket from freshworks freshdesk using the unique id provided in the path parameters endpoint url /api/v2/tickets/{{id}} method delete input argument name type required description id string required unique identifier 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 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" "nosniff", "expires" "wed, 13 oct 2010 00 00 00 utc", "set cookie" " x w=7 2; path=/; httponly; secure, x m=x c; path=/; httponly; secure", "x fw ratelimiting managed" "true", "x ratelimit total" "50", "x ratelimit remaining" "49" }, "reason" "no content", "response text" "" } ] list all tickets retrieve a filtered list of non deleted and non spam tickets from freshworks freshdesk, with optional inclusion of 'deleted' items endpoint url /api/v2/tickets method get input argument name type required description filter string optional predefined filters the various filters available are new and my open, watching, spam, deleted 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 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 company id number optional id of the company to which this ticket belongs updated since string optional parameter for list all tickets order by string optional parameter for list all tickets order type string optional type of the resource 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 output parameter type description status code number http status code of the response reason string response reason phrase 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 'self'; connect src 'self' freshconnect io/ freshsales io/ fre ", "expires" "wed, 13 oct 2010 00 00 00 utc", "set cookie" " x w=7 2; path=/; httponly; secure, x m=x c; path=/; httponly; secure", "content encoding" "gzip" }, "reason" "ok", "json body" \[ {}, {}, {} ] } ] update a ticket updates an existing ticket in freshworks freshdesk with the provided data using a specific ticket id endpoint url /api/v2/tickets/{{id}} method put input argument name type required description id string required unique identifier 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 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 , support\@yourcompany com mailto\ support\@yourcompany com /sales\@yourcompany com) 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 source number optional the channel through which the ticket was created the default value is 2 possible values are email 1, portal 2, phone 3, chat 7, feedback widget 9, outbound email 10 tags array optional tags that have been associated with the ticket company id number optional company id of the requester this attribute can only be updated if the multiple companies feature is enabled (estate plan and above) 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 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=0, must revalidate", "x xss protection" "1; mode=block", "x content type options" "nosniff", "allow" "get", "expires" "wed, 13 oct 2010 00 00 00 utc", "set cookie" " x w=7 2; path=/; httponly; secure, x m=x c; path=/; httponly; secure" }, "reason" "ok", "json body" { "cc emails" \[], "fwd emails" \[], "reply cc emails" \[], "email config id" null, "group id" null, "priority" 2, "requester id" 129, "responder id" null, "source" 2, "status" 3, "subject" "support needed ", "company id" 1, "id" 1, "type" "question", "to emails" null } } ] view a ticket retrieve detailed information for a specific ticket in freshworks freshdesk using the ticket id; additional details may consume extra api credits endpoint url /api/v2/tickets/{{id}} method get input argument name type required description id string required unique identifier 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 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 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 'self'; connect src 'self' freshconnect io/ freshsales io/ fre ", "expires" "wed, 13 oct 2010 00 00 00 utc", "set cookie" " x w=7 2; path=/; httponly; secure, x m=x c; path=/; httponly; secure", "content encoding" "gzip" }, "reason" "ok", "json body" { "cc emails" \[], "fwd emails" \[], "reply cc emails" \[], "ticket cc emails" \[], "fr escalated" false, "spam" false, "email config id" null, "group id" 1070000232620, "priority" 2, "requester id" 1070029790841, "responder id" null, "source" 3, "company id" null, "status" 2, "subject" "email address change" } } ] 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 content security policy http response header content security policy default src 'self'; connect src 'self' freshconnect io/ freshsales io/ freshworks com/ freshdesk com/ freshworksapi com/ freshdeskusercontent com/ freshdeskusercontent euc com/ freshdeskusercontent in com/ freshdeskusercontent aus com/ fconstage io/ analytics inlinemanual com/ profile analytics inlinemanual com/ ptm backend getbeamer com/ heapanalytics com/ d3h0owdjgzys62 cloudfront net/ d2uy6ubiilaqku cloudfront net/assets/ dcdu85ocrj5q6 cloudfront net/ dtdafz6i4gvv1 cloudfront net/ d3r4aewxkdubw4 cloudfront net/ d2lz1e868xzctj cloudfront net/ rum haystack es/freshdesk/analytics fonts googleapis com/ fonts gstatic com/ sentry io/api/ wss\ // freshworksapi com/ wss\ // freshdesk com/ fg8vvsvnieiv3ej16jby litix io/ distillery wistia com/ pipedream wistia com/ freshworks asknice ly/ embedwistia a akamaihd net/ embed fastly wistia com/ maps googleapis com/ graph microsoft com/v1 0/ freshcaller attachments s3 amazonaws com/production/ euc freshcaller attachments s3 eu central 1 amazonaws com/production/ mec freshcaller attachments s3 me central 1 amazonaws com/production/ au freshcaller attachments s3 ap southeast 2 amazonaws com/production/ in freshcaller attachments s3 ap south 1 amazonaws com/production/ pubsub rtschannel com/ api fdcollab com/ wss\ //pubsub rtschannel com/ cloudflareinsights com/ data blob api appcues net/ wss\ //api appcues net/ fast appcues com/ cdn jsdelivr net/npm/@freshworks/crayons icon\@next/dist/ translate googleapis com/translate a/t translate googleapis com/element/log fast wistia net/ fast wistia com/ embed cloudfront wistia com/deliveries/ app inlinemanual com/ client api auryc com/ surveyserv com freshsurvey com freddybot com; font src 'self' freshdesk com/ fonts gstatic com/ fonts googleapis com/ cdnjs cloudflare com/ajax/libs/font awesome/4 2 0/fonts/ fast wistia net/ fast wistia com/ freddybot com cdn inlinemanual com/inm/author/ data ; frame src 'self' https ; img src 'self' https data blob ; media src 'self' https blob ; object src 'none'; script src 'self' freshworksapi com/ freshworks com/ myfreshworks com/ freshdesk com/ freshchat com/ freshcaller com/ freshconnect io/ freshcloud io/ fconstage io/ wchat freshchat com/js/ wchat freshchat com/widget/js/ assets calendly com/assets/external/widget js d3h0owdjgzys62 cloudfront net/ d2uy6ubiilaqku cloudfront net/ dtdafz6i4gvv1 cloudfront net/ dcdu85ocrj5q6 cloudfront net/ d3r4aewxkdubw4 cloudfront net/ app getbeamer com/js/beamer embed js analytics inlinemanual com/ cdn inlinemanual com/embed/ cdn heapanalytics com/ cdnjs cloudflare com/ ajax cloudflare com/ static cloudflareinsights com/ js chargebee com/v1/chargebee js js braintreegateway com/v1/braintree js static freshdev io/ fast wistia net/ fast wistia com/ static getbeamer com/ calendly com/ unpkg com/@webcomponents/webcomponentsjs\@2 4 3/custom elements es5 adapter js unpkg com/@webcomponents/webcomponentsjs\@2 4 3/webcomponents loader js js agent newrelic com/ www googletagmanager com/gtag/js http //www googletagmanager com/gtag/js static asknice ly/dist/standalone/asknicely in app conversation js www dropbox com/static/api/2/dropins js http //www dropbox com/static/api/2/dropins js js live net/v7 2/onedrive js apis google com/ asknice ly bam nr data net/ www google analytics com/analytics js http //www google analytics com/analytics js maps googleapis com/ unpkg com/@freshworks/crayons\@v3/dist/crayons/crayons esm js unpkg com/@freshworks/crayons\@v3/dist/crayons/crayons js s3 amazonaws com/freshcaller widget loader/ in freshcaller widget loader s3 ap south 1 amazonaws com/ s3 eu central 1 amazonaws com/euc freshcaller widget loader/ mec freshcaller widget loader s3 me central 1 amazonaws com/ au freshcaller widget loader s3 ap southeast 2 amazonaws com/ www dropbox com/static/api/1/dropbox js http //www dropbox com/static/api/1/dropbox js fast appcues com/ translate google com/translate a/element js translate googleapis com/ /translate http/ /js/ translate pa googleapis com/v1/supportedlanguages cdn surveyserv com/widget min js cdn freshdev io/assets/marketplace heap js cdn freshcloud io/assets/marketplace heap js cdn inlinemanual com/inm/author/ app inlinemanual com/ surveyserv com freshsurvey com www google com/recaptcha/ http //www google com/recaptcha/ www gstatic com/recaptcha/ http //www gstatic com/recaptcha/ freddybot com d3el5jsqgryo0a cloudfront net accounts google com/ 'unsafe inline' 'unsafe eval'; style src 'self' freshworks com myfreshworks com/ freshchat com/ d3h0owdjgzys62 cloudfront net/ dcdu85ocrj5q6 cloudfront net/ dtdafz6i4gvv1 cloudfront net/ d3r4aewxkdubw4 cloudfront net/ d2uy6ubiilaqku cloudfront net/ fonts googleapis com/ app getbeamer com/styles/beamer embed css freshdesk com/ calendly com/ unpkg com/@webcomponents/webcomponentsjs\@2 4 3/custom elements es5 adapter js unpkg com/@webcomponents/webcomponentsjs\@2 4 3/webcomponents loader js static asknice ly/dist/standalone/asknicely in app conversation css fast appcues com/ asknice ly surveyserv com freshsurvey com freddybot com cdn inlinemanual com/inm/author/ 'unsafe inline'; worker src 'self' blob content type the media type of the resource application/json; charset=utf 8 date the date and time at which the message was originated fri, 23 aug 2024 11 19 15 gmt expires the date/time after which the response is considered stale wed, 13 oct 2010 00 00 00 utc location the url to redirect a page to https //swimlane7437723860445025 freshdesk com/api/v2/tickets/5 https //swimlane7437723860445025 freshdesk com/api/v2/tickets/5 nel http response header nel { "report to" "nel endpoint freshdesk", "max age" 2592000, "include subdomains" true} pragma http response header pragma no cache report to http response header report to { "group" "nel endpoint freshdesk", "max age" 2592000, "include subdomains" true, "endpoints" \[{"url" " https //edge admin ap south 1 freshedge net/nelreports/freshdesk https //edge admin ap south 1 freshedge net/nelreports/freshdesk "}]} server information about the software used by the origin server fwe set cookie http response header set cookie x w=7 2; path=/; httponly; secure, x m=x c; path=/; httponly; secure status http response header status 405 method not allowed transfer encoding http response header transfer encoding chunked x content type options http response header x content type options nosniff x envoy upstream service time http response header x envoy upstream service time 179 x freshdesk api version http response header x freshdesk api version latest=v2; requested=v2 x fw ratelimiting managed http response header x fw ratelimiting managed true x ratelimit remaining the number of requests remaining in the current rate limit window 48 x ratelimit total http response header x ratelimit total 50 x ratelimit used currentrequest http response header x ratelimit used currentrequest 1 x request id a unique identifier for the request 4a4e77e6 f89c 419c a766 fdd4a7de7b05 x trace id http response header x trace id 00 67f0afb6b0f20fd943219dcb6f371741 e5f073f2a84d3c2e 00