--- title: Freshworks Freshdesk slug: connectors/freshworks-freshdesk docTags: createdAt: 2026-06-09T16:29:44.494Z --- 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](https://developers.freshdesk.com/api/#tickets) ## Additional Documentation - [Freshworks Freshdesk Connector Documentation](https://docs.swimlane.com/connectors/freshworks-freshdesk) - [Freshworks Freshdesk API Documentation](https://developers.freshdesk.com/api/) # 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":"
Internal discussion about the ticket.
","private":true,"notify_emails":["agent1@yourcompany.com","agent2@yourcompany.com"],"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":"
Internal discussion about the ticket.
","body_text":"Internal discussion about the ticket.","private":true,"notify_emails":["agent1@yourcompany.com","agent2@yourcompany.com"],"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":"
Hi Team,

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.

Regards
Rachel
","subject":"Getting ES3 back up to speed","email":"tom@outerspace.com","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":"
Hi Team,

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., [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. | ### Input Example `{"json_body":{"name":"","requester_id":1,"email":"tom@outerspace.com","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":["ram@freshdesk.com","diana@freshdesk.com"],"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":"superman@freshdesk.com","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":"
Thank you for reaching out. We will get back to you shortly.
","from_email":"support@yourcompany.com","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":"
Thank you for reaching out. We will get back to you shortly.
","body_text":"Thank you for reaching out. We will get back to you shortly.","from_email":"support@yourcompany.com","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., [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. | ### Input Example `{"json_body":{"name":"","requester_id":1,"email":"tom@outerspace.com","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** | | ------------------------------- | ----------------------------------------------------------------- | --------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------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| | 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 | Thu, 22 Aug 2024 08:43:18 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 | 200 OK | | 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 | 224 | | 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 | 6345cc7e-97ec-4d4d-a37d-fb0dff70e9ee | | X-Trace-Id | HTTP response header: X-Trace-Id | 00-9b5014b2b0e576decb8d24cbacba7d7b-44379f20d837a267-00 | | X-Xss-Protection | HTTP response header: X-Xss-Protection | 1; mode=block |