Freshdesk

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 Government regions
     -   Azure China regions
Flow Standard All Flow regions
PowerApps Standard All PowerApps regions

Throttling Limits

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

Creating a connection

To connect your account, you will need the following information:

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

Actions

Add a note to a ticket

Add a private or public note to a ticket.

Required Parameters

Ticket Id
integer
The ticket Id to add a note to.
Content
string
The content of the note.

Optional Parameters

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

Returns

Create a ticket

Create a ticket.

Required Parameters

Subject
string
The subject for the ticket.
Description
string
The description for the ticket.
Email
string
The email of the requester.
Priority
string
The priority for the ticket.
Status
string
The status of the ticket.

Optional Parameters

Type
string
Helps categorize the ticket according to the different kinds of issues your support team deals with.
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
date-time
Timestamp that denotes when the first response is due (in format yyyy-MM-ddTHH:mm:ssZ).
Agent
integer
The agent of the ticket.
Product
integer
The product the ticket should be part of (for admin use only).

Returns

Get ticket

Get a ticket by Id.

Required Parameters

Ticket Id
string
The ticket Id.

Returns

Update a ticket

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

Required Parameters

Ticket Id
integer
The ticket Id to update.

Optional Parameters

Description
string
The ticket description.
Subject
string
The subject of the ticket.
Priority
string
The priority of the ticket.
Status
string
The status of the ticket.
Type
string
Helps categorize the ticket according to the different kinds of issues your support team deals with.
Due By
date-time
Timestamp that denotes when the ticket is due to be resolved (in format yyyy-MM-ddTHH:mm:ssZ).
Agent
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.

Returns

Active
boolean
Set to true if the contact has been verified.
Address
string
Address of the contact.
Company Id
integer
Id of the company to which this contact belongs.
Description
string
A short description of the contact.
Email
string
Primary email address of the contact.
Id
integer
Id of the contact.
Job Title
string
Job title of the contact.
Language
string
Language of the contact.
Mobile
string
Mobile number of the contact.
Name
string
Name of the contact.
Phone
string
Telephone number of the contact.
Time Zone
string
Time zone in which the contact resides.
Twitter Id
string
Twitter handle of the contact.
Created At
date-time
Contact creation timestamp (in format yyyy-MM-ddTHH:mm:ssZ).
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.

Required Parameters

Agent Id
integer
The agent id.

Returns

When a ticket is created

When any ticket is created.

Returns

When a ticket is updated

When a ticket is updated.

Optional Parameters

Ticket Id
integer
The ticket Id.

Returns

When a ticket status changes

When the status of the ticket changes.

Required Parameters

Ticket Id
integer
The ticket Id.

Optional Parameters

New 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

id
integer
id
Ticket Scope
integer
Ticket permission of the agent.
Created At
date-time
Agent creation timestamp (in format yyyy-MM-ddTHH:mm:ssZ).
Updated At
date-time
Agent updated timestamp (in format yyyy-MM-ddTHH:mm:ssZ).
Active
boolean
Set to true if the agent is verified.
Email
string
Email address of the agent.
Job Title
string
Job title of the agent.
Language
string
Language of the agent.
Last Login At
date-time
Timestamp of the agent's last successful login (in format yyyy-MM-ddTHH:mm:ssZ).
Mobile
string
Mobile number of the agent.
Name
string
Name of the agent.
Phone
string
Telephone number of the agent.
Time Zone
string
Time zone of the agent.
Created At
date-time
Agent Creation timestamp (in format yyyy-MM-ddTHH:mm:ssZ).
Updated At
date-time
Timestamp of the last update to the agent (in format yyyy-MM-ddTHH:mm:ssZ).

Definitions

CreateTicket200Response

Agent Id
integer
Id of the agent to whom the ticket has been assigned.
Created At
date-time
Ticket creation timestamp (in format yyyy-MM-ddTHH:mm:ssZ).
Description
string
HTML content of the ticket.
Description Text
string
Content of the ticket in plain text.
Due By
date-time
Timestamp that denotes when the ticket is due to be resolved (in format yyyy-MM-ddTHH:mm:ssZ).
Is Escalated
boolean
Set to true if the ticket has been escalated for any reason.
Priority
string
Priority of the ticket.
Requester Id
integer
User Id of the requester.
Source
string
The channel through which the ticket was created.
Spam
boolean
Set to true if the ticket has been marked as spam.
Status
string
Status of the ticket.
Subject
string
Subject of the ticket.
Ticket Id
integer
The unique Id of the ticket.
Type
string
Helps categorize the ticket according to the different kinds of issues your support team deals with.
Updated At
date-time
Ticket updated timestamp (in format yyyy-MM-ddTHH:mm:ssZ).

AddNote200Response

Content
string
Content of the note in HTML.
Content Text
string
Content of the note in plain text.
Created At
date-time
Note creation timestamp (in format yyyy-MM-ddTHH:mm:ssZ).
Private
boolean
Set to true if the note is private.
Ticket Id
integer
Id of the ticket to which this note is being added.
Update At
date-time
Note updated timestamp (in format yyyy-MM-ddTHH:mm:ssZ).