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Freshdesk

Freshdesk is a cloud-based customer support solution that will help you streamline your customer service and make sure your customers receive the support they deserve! The Freshdesk connector is intended for Freshdesk agents to manage tickets and contacts.

This connector is available in the following products and regions:

Service Class Regions
Logic Apps Standard All Logic Apps regions except the following:
     -   Azure China regions
     -   US Department of Defense (DoD)
Power Automate Standard All Power Automate regions except the following:
     -   US Government (GCC High)
     -   China Cloud operated by 21Vianet
     -   US Department of Defense (DoD)
Power Apps Standard All Power Apps regions except the following:
     -   US Government (GCC High)
     -   China Cloud operated by 21Vianet
     -   US Department of Defense (DoD)
Contact
Name Microsoft
URL Microsoft LogicApps Support
Microsoft Power Automate Support
Microsoft Power Apps Support
Connector Metadata
Publisher Microsoft
Website https://freshdesk.com/
Privacy policy https://www.freshworks.com/privacy/

Known issues and limitations

  • For triggers "When a ticket is created", "When a ticket assigned to an agent is updated", "When a ticket is updated" description of the ticket is not returned by default in the response. You can specify including it into the trigger response by setting "Include description" parameter to "Yes". However, please note that this is associated with extra costs for your account on Freshdesk side since embedding is used in this case. If you need the description of the ticket, we recommend to use trigger in combination with "Get ticket" action, because this action's response includes the description by default.
  • Creation of ticket type "Service Task" is not currently supported.

Creating a connection

The connector supports the following authentication types:

Default Parameters for creating connection. All regions Not shareable

Default

Applicable: All regions

Parameters for creating connection.

This is not shareable connection. If the power app is shared with another user, another user will be prompted to create new connection explicitly.

Name Type Description Required
Account Url string Ex: https://company.freshdesk.com True
Email or API Key (https://aka.ms/ii9u75) string Your email address True
Password securestring Password (if using API key, any value can be specified) True

Throttling Limits

Name Calls Renewal Period
API calls per connection 100 60 seconds
Frequency of trigger polls 1 15 seconds

Actions

Add a note to a ticket

Add a private or public note to a ticket.

Create a ticket

Create a ticket.

Get ticket

Get a ticket by Id.

Update a ticket

Update a ticket (only specified values will be updated).

Add a note to a ticket

Add a private or public note to a ticket.

Parameters

Name Key Required Type Description
Ticket Id
ticketId True integer

The ticket Id to add a note to.

Content
body True string

The content of the note.

Private
private boolean

Indicates if this is a private note (default is true).

Returns

Create a ticket

Create a ticket.

Parameters

Name Key Required Type Description
Subject
subject True string

The subject for the ticket.

Description
description True string

The description for the ticket.

Email
email True string

The email of the requester.

Priority
priority True string

The priority for the ticket.

Status
status True string

The status of the ticket.

Type
type string

Helps categorize the ticket according to the different kinds of issues your support team deals with.

Due By
due_by date-time

Timestamp that denotes when the ticket is due to be resolved (in format yyyy-MM-ddTHH:mm:ssZ).

First Response Due By
fr_due_by date-time

Timestamp that denotes when the first response is due (in format yyyy-MM-ddTHH:mm:ssZ).

Agent
responder_id integer

The agent of the ticket.

Product
product_id integer

The product the ticket should be part of (for admin use only).

Returns

Get ticket

Get a ticket by Id.

Parameters

Name Key Required Type Description
Ticket Id
ticketId True string

The ticket Id.

Returns

Update a ticket

Update a ticket (only specified values will be updated).

Parameters

Name Key Required Type Description
Ticket Id
ticketId True integer

The ticket Id to update.

Description
description string

The ticket description.

Subject
subject string

The subject of the ticket.

Priority
priority string

The priority of the ticket.

Status
status string

The status of the ticket.

Type
type string

Helps categorize the ticket according to the different kinds of issues your support team deals with.

Due By
due_by date-time

Timestamp that denotes when the ticket is due to be resolved (in format yyyy-MM-ddTHH:mm:ssZ).

Agent
responder_id integer

The agent of the ticket.

Returns

Triggers

When a contact is added

When a contact is added. This trigger works only if the Freshdesk account has less than 100 contacts.

When a ticket assigned to an agent is updated

When any ticket assigned to the selected agent is updated.

When a ticket is created

When any ticket is created.

When a ticket is updated

When a ticket is updated.

When a ticket status changes

When the status of the ticket changes.

When an agent is added

When an agent is added (for admin use only). This trigger works only if the Freshdesk account has less than 100 agents.

When a contact is added

When a contact is added. This trigger works only if the Freshdesk account has less than 100 contacts.

Returns

Name Path Type Description
Active
active boolean

Set to true if the contact has been verified.

Address
address string

Address of the contact.

Company Id
company_id integer

Id of the company to which this contact belongs.

Description
description string

A short description of the contact.

Email
email string

Primary email address of the contact.

Id
id integer

Id of the contact.

Job Title
job_title string

Job title of the contact.

Language
language string

Language of the contact.

Mobile
mobile string

Mobile number of the contact.

Name
name string

Name of the contact.

Phone
phone string

Telephone number of the contact.

Time Zone
time_zone string

Time zone in which the contact resides.

Twitter Id
twitter_id string

Twitter handle of the contact.

Created At
created_at date-time

Contact creation timestamp (in format yyyy-MM-ddTHH:mm:ssZ).

Updated At
updated_at date-time

Contact updated timestamp (in format yyyy-MM-ddTHH:mm:ssZ).

When a ticket assigned to an agent is updated

When any ticket assigned to the selected agent is updated.

Parameters

Name Key Required Type Description
Agent Id
agentId True integer

The agent id.

Include description
includeDescription boolean

Should the response of the trigger include the description.

Returns

When a ticket is created

When any ticket is created.

Parameters

Name Key Required Type Description
Include description
includeDescription boolean

Should the response of the trigger include the description.

Returns

When a ticket is updated

When a ticket is updated.

Parameters

Name Key Required Type Description
Ticket Id
ticketId integer

The ticket Id.

Include description
includeDescription boolean

Should the response of the trigger include the description.

Returns

When a ticket status changes

When the status of the ticket changes.

Parameters

Name Key Required Type Description
Ticket Id
ticketId True integer

The ticket Id.

New Status
status string

The new status of the ticket.

Returns

When an agent is added

When an agent is added (for admin use only). This trigger works only if the Freshdesk account has less than 100 agents.

Returns

Name Path Type Description
id
id integer

id

Ticket Scope
ticket_scope integer

Ticket permission of the agent.

Created At
created_at date-time

Agent creation timestamp (in format yyyy-MM-ddTHH:mm:ssZ).

Updated At
updated_at date-time

Agent updated timestamp (in format yyyy-MM-ddTHH:mm:ssZ).

Active
contact.active boolean

Set to true if the agent is verified.

Email
contact.email string

Email address of the agent.

Job Title
contact.job_title string

Job title of the agent.

Language
contact.language string

Language of the agent.

Last Login At
contact.last_login_at date-time

Timestamp of the agent's last successful login (in format yyyy-MM-ddTHH:mm:ssZ).

Mobile
contact.mobile string

Mobile number of the agent.

Name
contact.name string

Name of the agent.

Phone
contact.phone string

Telephone number of the agent.

Time Zone
contact.time_zone string

Time zone of the agent.

Created At
contact.created_at date-time

Agent Creation timestamp (in format yyyy-MM-ddTHH:mm:ssZ).

Updated At
contact.updated_at date-time

Timestamp of the last update to the agent (in format yyyy-MM-ddTHH:mm:ssZ).

Definitions

CreateTicket200Response

Name Path Type Description
Spam
spam boolean

Set to true if the ticket has been marked as spam.

Priority
priority string

Priority of the ticket.

Requester Id
requester_id integer

User Id of the requester.

Agent Id
responder_id integer

Id of the agent to whom the ticket has been assigned.

Source
source string

The channel through which the ticket was created.

Status
status string

Status of the ticket.

Subject
subject string

Subject of the ticket.

Ticket Id
id integer

The unique Id of the ticket.

Type
type string

Helps categorize the ticket according to the different kinds of issues your support team deals with.

Due By
due_by date-time

Timestamp that denotes when the ticket is due to be resolved (in format yyyy-MM-ddTHH:mm:ssZ).

Is Escalated
is_escalated boolean

Set to true if the ticket has been escalated for any reason.

Description
description string

HTML content of the ticket.

Description Text
description_text string

Content of the ticket in plain text.

Created At
created_at date-time

Ticket creation timestamp (in format yyyy-MM-ddTHH:mm:ssZ).

Updated At
updated_at date-time

Ticket updated timestamp (in format yyyy-MM-ddTHH:mm:ssZ).

Deleted
deleted boolean

Set to true if the ticket has been deleted.

AddNote200Response

Name Path Type Description
Private
private boolean

Set to true if the note is private.

Content
body string

Content of the note in HTML.

Content Text
body_text string

Content of the note in plain text.

Ticket Id
ticket_id integer

Id of the ticket to which this note is being added.

Created At
created_at date-time

Note creation timestamp (in format yyyy-MM-ddTHH:mm:ssZ).

Update At
updated_at date-time

Note updated timestamp (in format yyyy-MM-ddTHH:mm:ssZ).