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

Operation ID:
AddNote

Add a private or public note to a ticket.

Required Parameters

Ticket Id
integer
The ticket Id to add a note to.
Key:
ticketId
Content
string
The content of the note.
Key:
body

Optional Parameters

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

Returns

Body
AddNote200Response

Create a ticket

Operation ID:
CreateTicket

Create a ticket.

Required Parameters

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

Optional Parameters

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

Returns

Body
CreateTicket200Response

Get ticket

Operation ID:
GetTicket

Get a ticket by Id.

Required Parameters

Ticket Id
string
The ticket Id.
Key:
ticketId

Returns

Body
CreateTicket200Response

Update a ticket

Operation ID:
UpdateTicket

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

Required Parameters

Ticket Id
integer
The ticket Id to update.
Key:
ticketId

Optional Parameters

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

Returns

Body
CreateTicket200Response

Triggers

When a contact is added

Operation ID:
TriggerContactAdded

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.
Path:
active
Address
string
Address of the contact.
Path:
address
Company Id
integer
Id of the company to which this contact belongs.
Path:
company_id
Description
string
A short description of the contact.
Path:
description
Email
string
Primary email address of the contact.
Path:
email
Id
integer
Id of the contact.
Path:
id
Job Title
string
Job title of the contact.
Path:
job_title
Language
string
Language of the contact.
Path:
language
Mobile
string
Mobile number of the contact.
Path:
mobile
Name
string
Name of the contact.
Path:
name
Phone
string
Telephone number of the contact.
Path:
phone
Time Zone
string
Time zone in which the contact resides.
Path:
time_zone
Twitter Id
string
Twitter handle of the contact.
Path:
twitter_id
Created At
date-time
Contact creation timestamp (in format yyyy-MM-ddTHH:mm:ssZ).
Path:
created_at
Updated At
date-time
Contact updated timestamp (in format yyyy-MM-ddTHH:mm:ssZ).
Path:
updated_at

When a ticket assigned to an agent is updated

Operation ID:
TriggerTicketAssignedToAgent

When any ticket assigned to the selected agent is updated.

Required Parameters

Agent Id
integer
The agent id.
Key:
agentId

Returns

Body
CreateTicket200Response

When a ticket is created

Operation ID:
TriggerTicketCreated

When any ticket is created.

Returns

Body
CreateTicket200Response

When a ticket is updated

Operation ID:
TriggerTicketUpdated

When a ticket is updated.

Optional Parameters

Ticket Id
integer
The ticket Id.
Key:
ticketId

Returns

Body
CreateTicket200Response

When a ticket status changes

Operation ID:
TriggerTicketStatusChanged

When the status of the ticket changes.

Required Parameters

Ticket Id
integer
The ticket Id.
Key:
ticketId

Optional Parameters

New Status
string
The new status of the ticket.
Key:
status

Returns

Body
CreateTicket200Response

When an agent is added

Operation ID:
TriggerAgentAdded

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

Definitions

CreateTicket200Response

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

AddNote200Response

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