The Freshdesk component is an application component that allows users to use Freshdesk API to manage tickets, contacts and more.
It can carry out the following tasks:
The component definition and tasks are defined in the definition.yaml and tasks.yaml files respectively.
Setup
In order to communicate with Freshdesk, the following connection details need to be
provided. You may specify them directly in a pipeline recipe as key-value pairs
within the component's setup block, or you can create a Connection from
the Integration Settings
page and reference the whole setup as setup: ${connection.<my-connection-id>}.
Field
Field ID
Type
Note
API Key (required)
api-key
string
Fill in your Freshdesk API key. To find your key, go to profile settigs and on the right pane, you can get your key once you have completed the captcha verification.
Domain (required)
domain
string
Your Freshdesk domain. You can find this by going to Admin -> Search for "Portals" -> Portal URL. Your portal URL will look like "yourdomain.freshdesk.com". Please only input your domain and not the whole URL.
Supported Tasks
Get Ticket
Get ticket using ID
Input
Field ID
Type
Description
Task ID (required)
task
string
TASK_GET_TICKET
Ticket ID (required)
ticket-id
integer
The ID of the ticket.
Output
Field ID
Type
Description
Subject
subject
string
Subject of the ticket.
Description Text
description-text
string
Content of the ticket.
Source
source
string
Source of the ticket. Eg: Email.
Status
status
string
Status of the ticket. Eg: Pending.
Priority
priority
string
Priority of the ticket. Eg: Medium.
Ticket Type (optional)
ticket-type
string
Used to categorize the ticket. To check the possible types a ticket can have, please go to Admin -> Ticket Fields.
Association Type (optional)
association-type
string
Used to determine whether a ticket is a parent, child, tracker or related ticket.
Associated Ticket List (optional)
associated-ticket-list
array[integer]
List of associated ticket IDs.
Tags (optional)
tags
array[string]
Tags associated with the ticket.
CC Emails (optional)
cc-emails
array[string]
Email addresses added in the 'cc' field of the incoming ticket email.
Forward Emails (optional)
forward-emails
array[string]
Email addresses added while forwarding a ticket.
Reply CC Emails (optional)
reply-cc-emails
array[string]
Email addresses added while replying to a ticket.
Requester ID
requester-id
integer
ID of the requester.
Responder ID (optional)
responder-id
integer
ID of the agent to whom the ticket has been assigned. List of agents can be found in Admin -> Agents.
Company ID (optional)
company-id
integer
ID of the company to which this ticket belongs.
Group ID (optional)
group-id
integer
ID of the group to which the ticket has been assigned. List of groups can be found in Admin -> Groups.
Product ID (optional)
product-id
integer
ID of the product to which the ticket is associated. List of products can be found in Admin -> Multiple Products.
Support Email (optional)
support-email
string
Support email address. You can find it in Admin -> Email (under channel).
To Emails (optional)
to-emails
array[string]
Email addresses to which the ticket was originally sent.
Spam (optional)
spam
boolean
Set to true if the ticket is marked as spam.
Due By (optional)
due-by
string
Timestamp that denotes when the ticket is due to be resolved. In UTC format.
Is Escalated (optional)
is-escalated
boolean
Set to true if the ticket has been escalated.
First Response Due By (optional)
first-response-due-by
string
Timestamp that denotes when the first response is due. In UTC format. You can adjust this by going to Admin -> SLA policy (under Workflows).
First Response Escalated (optional)
first-response-escalated
boolean
Set to true if the ticket has been escalated as the result of first response time being breached.
Next Response Due By (optional)
next-response-due-by
string
Timestamp that denotes when the next response is due. In UTC format. You can adjust this by going to Admin -> SLA policy (under Workflows).
Next Response Escalated (optional)
next-response-escalated
boolean
Set to true if the ticket has been escalated as the result of next response time being breached.
Created At
created-at
string
Timestamp that denotes when the ticket/conversation was created. In UTC format.
Updated At
updated-at
string
Timestamp that denotes when the ticket was last updated. In UTC format.
Freshdesk uses AI to assess the emotional tone and attitude expressed in customer interaction.
Initial Sentiment Score (optional)
initial-sentiment-score
integer
The initial sentiment score of the ticket.
Custom Fields (optional)
custom-fields
json
Custom fields that the ticket have. Custom fields can be created or modified in Admin -> Ticket Fields.
Output Objects in Get Ticket
Attachments
Field
Field ID
Type
Note
Attachment Content Type
content-type
string
The type of the file.
Attachment Name
name
string
The name of the file.
Attachment URL
url
string
The URL to the attachment.
Create Ticket
Create ticket
Input
Field ID
Type
Description
Task ID (required)
task
string
TASK_CREATE_TICKET
Requester ID
requester-id
integer
ID of the requester. Must be an existing contact. If you fill in this field, you don't need to fill in the email field. Only one of the two fields is required.
Email
email
string
Email address of the requester. If you fill in the Requester ID above, it will be ignored. Only one of the two fields is required. If no contact exists with this email address in Freshdesk, it will be added as a new contact.
Subject (required)
subject
string
Subject of the ticket.
Description (required)
description
string
Content of the ticket. You can use HTML tags in the content.
Source (required)
source
string
Source of the ticket. Eg: Email. Enum values
Email
Portal
Phone
Twitter
Facebook
Chat
Feedback Widget
Outbound Email
Ecommerce
Status (required)
status
string
Status of the ticket. Eg: Pending. Enum values
Open
Pending
Resolved
Closed
Waiting on Customer
Waiting on Third Party
Priority (required)
priority
string
Priority of the ticket. Eg: Medium. Enum values
Low
Medium
High
Urgent
Ticket Type
ticket-type
string
Used to categorize the ticket. To check the possible types a ticket can have, please go to Admin -> Ticket Fields.
Company ID
company-id
integer
ID of the company to which this ticket belongs.
Product ID
product-id
integer
ID of the product to which the ticket is associated. List of products can be found in Admin -> Multiple Products.
Group ID
group-id
integer
ID of the group to which the ticket has been assigned. List of groups can be found in Admin -> Groups.
Responder ID
responder-id
integer
ID of the agent to whom the ticket has been assigned. List of agents can be found in Admin -> Agents.
Tags
tags
array[string]
Tags associated with the ticket.
CC Emails
cc-emails
array[string]
Email addresses added in the 'cc' field of the incoming ticket email.
Parent ID
parent-id
integer
ID of the parent ticket. Need to be filled out if you want to create a child ticket.
Related Ticket IDs
related-ticket-ids
array[integer]
List of related ticket IDs. Need to be filled out if you want to create a tracker ticket.
Output
Field ID
Type
Description
Ticket ID
ticket-id
integer
The ID of the ticket.
Created At
created-at
string
Timestamp that denotes when the ticket/conversation was created. In UTC format.
Reply to Ticket
Reply to a ticket thread.
Input
Field ID
Type
Description
Task ID (required)
task
string
TASK_REPLY_TO_TICKET
Body (required)
body
string
Content of the reply. Can be in HTML format.
Ticket ID (required)
ticket-id
integer
The ID of the ticket.
From Email
from-email
string
Email address that is replying to the ticket. You need to have this email address registered in Freshdesk by going to Admin -> Emails. If you leave this field empty, the global support email will be used.
User ID
user-id
integer
ID of the agent/contact replying to the ticket. If you fill this field using a contact ID, there will be no email sent to the requester.
CC Emails
cc-emails
array[string]
Email addresses added in the 'cc' field of the outgoing ticket email.
BCC Emails
bcc-emails
array[string]
Email addresses added in the 'bcc' field of the outgoing ticket email.
Output
Field ID
Type
Description
Conversation ID
conversation-id
integer
The ID of the note or reply that is associated with the ticket.
Created At
created-at
string
Timestamp that denotes when the ticket/conversation was created. In UTC format.
Create Ticket Note
Create a private/public note on a ticket thread.
Input
Field ID
Type
Description
Task ID (required)
task
string
TASK_CREATE_TICKET_NOTE
Ticket ID (required)
ticket-id
integer
The ID of the ticket.
Body (required)
body
string
Content of the note. Can be in HTML format.
Notify Emails
notify-emails
array[string]
Email addresses of agents/users who need to be notified about this note. The emails need to exist in Freshdesk agent. Agent list can be seen in Admin -> Agents.
User ID
user-id
integer
ID of the agent/contact who is adding the note.
Private
private
boolean
Set to true if the note is private.
Incoming
incoming
boolean
Set to true if a particular note should appear as being created from outside (i.e., not through web portal).
Output
Field ID
Type
Description
Conversation ID
conversation-id
integer
The ID of the note or reply that is associated with the ticket.
Created At
created-at
string
Timestamp that denotes when the ticket/conversation was created. In UTC format.
Get All Conversations
Get all the conversations in a ticket. (Conversations are replies and notes that are added to a ticket)
List of other companies to which the contact belongs.
Other Phone Numbers (optional)
other-phone-numbers
array[string]
List of other phone numbers of the contact.
Created At (optional)
created-at
string
Timestamp that denotes when the contact was created. In UTC format.
Updated At (optional)
updated-at
string
Timestamp that denotes when the contact was last updated. In UTC format.
Custom Fields (optional)
custom-fields
json
Custom fields that the contact have. Custom fields can be created or modified in Admin -> Customer Fields.
Output Objects in Get Contact
Other Companies
Field
Field ID
Type
Note
Company ID
company-id
integer
ID of the company.
View All Tickets
view-all-tickets
boolean
Set to true if the contact can see all the tickets that are associated with the company.
Create Contact
Create contact
Input
Field ID
Type
Description
Task ID (required)
task
string
TASK_CREATE_CONTACT
Name (required)
name
string
Name of the contact.
Email
email
string
The primary email address of the contact.
Phone
phone
string
Telephone number of the contact.
Mobile
mobile
string
Mobile number of the contact.
Description
description
string
Description of the contact.
Address
address
string
Address of the contact.
Job Title
job-title
string
Job title of the contact.
Tags
tags
array[string]
Tags associated with the contact.
Language
language
string
Language of the contact. Enum values
Arabic
Bosnian
Bulgarian
Catalan
Chinese
Chinese (Traditional)
Croatian
Czech
Danish
Dutch
English
Estonian
Filipino
Finnish
French
German
Greek
Hebrew
Hungarian
Icelandic
Indonesian
Italian
Japanese
Korean
Latvian
Lithuanian
Malay
Norwegian
Polish
Portuguese (BR)
Portuguese/Portugal
Romanian
Russian
Serbian
Slovak
Slovenian
Spanish
Spanish (Latin America)
Swedish
Thai
Turkish
Ukrainian
Vietnamese
Time Zone
time-zone
string
Time zone of the contact. Enum values
American Samoa
International Date Line West
Midway Island
Hawaii
Alaska
Pacific Time (US & Canada)
Tijuana
Arizona
Mazatlan
Mountain Time (US & Canada)
Central America
Central Time (US & Canada)
Chihuahua
Guadalajara
Mexico City
Monterrey
Saskatchewan
Bogota
Eastern Time (US & Canada)
Indiana (East)
Lima
Quito
Atlantic Time (Canada)
Caracas
Georgetown
La Paz
Santiago
Newfoundland
Brasilia
Buenos Aires
Montevideo
Greenland
Mid-Atlantic
Azores
Cape Verde Is.
Casablanca
Dublin
Edinburgh
Lisbon
London
Monrovia
UTC
Amsterdam
Belgrade
Berlin
Bern
Bratislava
Brussels
Budapest
Copenhagen
Ljubljana
Madrid
Paris
Prague
Rome
Sarajevo
Skopje
Stockholm
Vienna
Warsaw
West Central Africa
Zagreb
Athens
Bucharest
Cairo
Harare
Helsinki
Jerusalem
Kaliningrad
Kyiv
Pretoria
Riga
Sofia
Tallinn
Vilnius
Baghdad
Istanbul
Kuwait
Minsk
Moscow
Nairobi
Riyadh
St. Petersburg
Volgograd
Tehran
Abu Dhabi
Baku
Muscat
Samara
Tbilisi
Yerevan
Kabul
Ekaterinburg
Islamabad
Karachi
Tashkent
Chennai
Kolkata
Mumbai
New Delhi
Sri Jayawardenepura
Kathmandu
Almaty
Astana
Dhaka
Urumqi
Rangoon
Bangkok
Hanoi
Jakarta
Krasnoyarsk
Novosibirsk
Beijing
Chongqing
Hong Kong
Irkutsk
Kuala Lumpur
Perth
Singapore
Taipei
Ulaanbaatar
Osaka
Sapporo
Seoul
Tokyo
Yakutsk
Adelaide
Darwin
Brisbane
Canberra
Guam
Hobart
Melbourne
Port Moresby
Sydney
Vladivostok
Magadan
New Caledonia
Solomon Is.
Srednekolymsk
Auckland
Fiji
Kamchatka
Marshall Is.
Wellington
Chatham Is.
Nuku'alofa
Samoa
Tokelau Is.
Company ID
company-id
integer
ID of the primary company to which the contact belongs.
Unique External ID
unique-external-id
string
Unique external ID of the contact which be assigned by the user(agent).
Twitter ID
twitter-id
string
Twitter ID of the contact.
View All Tickets
view-all-tickets
boolean
Used to determine if the contact can see all the tickets that are associated with the primary company. Note: this property will be ignored if the Company ID is not provided.
Other Emails
other-emails
array[string]
List of other email addresses of the contact.
Other Companies
other-companies
array[string]
List of other companies to which the contact belongs. Each company should be in the format of company-id;view-all-tickets(boolean "true"/"false") Example: 123;true.
Other Phone Numbers
other-phone-numbers
array[string]
List of other phone numbers of the contact.
Output
Field ID
Type
Description
Contact ID
contact-id
integer
ID of the contact.
Created At
created-at
string
Timestamp that denotes when the contact was created. In UTC format.
Get Company
Get company using ID
Input
Field ID
Type
Description
Task ID (required)
task
string
TASK_GET_COMPANY
Company ID (required)
company-id
integer
ID of the primary company to which the contact belongs.
Output
Field ID
Type
Description
Name
name
string
Name of the company.
Description (optional)
description
string
Description of the company.
Note (optional)
note
string
Note about the company.
Domains (optional)
domains
array[string]
Domains of the company.
Health Score (optional)
health-score
string
The strength of your relationship with the company. To look at all the possible values or create custom values, please go to Admin -> Customer Fields. Default values: "At risk", "Doing okay", "Happy".
Account Tier (optional)
account-tier
string
Classification based on how much value the company brings to your business. To look at all the possible values or create custom values, please go to Admin -> Customer Fields. Default values: "Basic", "Premium", "Enterprise".
Renewal Date (optional)
renewal-date
string
Date when your contract or relationship with the company is due for renewal.
Industry (optional)
industry
string
The industry in which the company operates. To look at all the possible values or create custom values, please go to Admin -> Customer Fields.
Created At
created-at
string
Timestamp that denotes when the company was created. In UTC format.
Updated At
updated-at
string
Timestamp that denotes when the company was last updated. In UTC format.
Custom Fields (optional)
custom-fields
json
Custom fields that the company have. Custom fields can be created or modified in Admin -> Customer Fields.
Create Company
Create company
Input
Field ID
Type
Description
Task ID (required)
task
string
TASK_CREATE_COMPANY
Name (required)
name
string
Name of the company.
Description
description
string
Description of the company.
Note
note
string
Note about the company.
Domains
domains
array[string]
Domains of the company.
Health Score
health-score
string
The strength of your relationship with the company. To look at all the possible values or create custom values, please go to Admin -> Customer Fields. Default values: "At risk", "Doing okay", "Happy".
Account Tier
account-tier
string
Classification based on how much value the company brings to your business. To look at all the possible values or create custom values, please go to Admin -> Customer Fields. Default values: "Basic", "Premium", "Enterprise".
Renewal Date
renewal-date
string
Date when your contract or relationship with the company is due for renewal. Enter in the format YYYY-MM-DD.
Industry
industry
string
The industry in which the company operates. To look at all the possible values or create custom values, please go to Admin -> Customer Fields.
Output
Field ID
Type
Description
Company ID
company-id
integer
ID of the company.
Created At
created-at
string
Timestamp that denotes when the company was created. In UTC format.
Get All
Task to get all the IDs of existing contacts, companies, tickets, products, agents, roles, or skills. Note: products, agents, roles, and skills require admin privileges. Some of these might not work, depending on the plan you are on.
Input
Field ID
Type
Description
Task ID (required)
task
string
TASK_GET_ALL
Object Type (required)
object-type
string
Type of object to get IDs for. Enum values
Contacts
Companies
Tickets
Products
Agents
Roles
Skills
Length (required)
length
integer
The maximum number of IDs allowed is 500. The most recent IDs will be retrieved.
Output
Field ID
Type
Description
IDs
ids
array[integer]
List of IDs.
ID Length
id-length
integer
Number of IDs.
Get Product
Get product using ID. This task will only work if you have admin privileges.
Input
Field ID
Type
Description
Task ID (required)
task
string
TASK_GET_PRODUCT
Product ID (required)
product-id
integer
Product ID.
Output
Field ID
Type
Description
Name
name
string
Name of the product.
Description
description
string
Description of the product.
Primary Email
primary-email
string
Primary email of the product.
Created At
created-at
string
Timestamp that denotes when the product was created.
Updated At
updated-at
string
Timestamp that denotes when the product was last updated.
Default
default
boolean
Set to true if the product is the default product.
Get Agent
Get agent using ID. This task will only work if you have admin privileges. Agents are those in your team who will login to Freshdesk.
Input
Field ID
Type
Description
Task ID (required)
task
string
TASK_GET_AGENT
Agent ID (required)
agent-id
integer
Agent ID.
Output
Field ID
Type
Description
Name (optional)
name
string
Name of the agent.
Active (optional)
active
boolean
Set to true if the agent is verified.
Email
email
string
Email of the agent.
Job Title (optional)
job-title
string
Job title of the agent.
Language (optional)
language
string
Language of the agent.
Mobile (optional)
mobile
string
Mobile number of the agent.
Phone (optional)
phone
string
Telephone number of the agent.
Time Zone (optional)
time-zone
string
Time zone of the agent.
Type
type
string
Type of the agent. Can be "Support Agent", "Field Agent" or "Collaborator".
Ticket Scope
ticket-scope
string
Ticket permission of the agent. Can be "Global Access", "Group Access" or "Restricted Access".
Available (optional)
available
boolean
Set to true if the agent is in a group that has enabled "Automatic Ticket Assignment".
Group IDs (optional)
group-ids
array[integer]
Group IDs of the agent.
Role IDs (optional)
role-ids
array[integer]
Role IDs of the agent.
Skill IDs (optional)
skill-ids
array[integer]
Skill IDs of the agent.
Occasional
occasional
boolean
Set to true if the agent is not working full-time.
Signature (optional)
signature
string
Signature of the agent in HTML format.
Focus Mode (optional)
focus-mode
boolean
Set to true if the agent is in focus mode.
Deactivated (optional)
deactivated
boolean
Set to true if the agent is deactivated.
Created At (optional)
created-at
string
Timestamp that denotes when the agent was created.
Updated At (optional)
updated-at
string
Timestamp that denotes when the agent was last updated.
Get Role
Get role using ID. This task will only work if you have admin privileges. Roles allow agents/collaborators to have different privileges.
Input
Field ID
Type
Description
Task ID (required)
task
string
TASK_GET_ROLE
Role ID (required)
role-id
integer
Role ID.
Output
Field ID
Type
Description
Name
name
string
Name of the role.
Description
description
string
Description of the role.
Default
default
boolean
Set to true if the role is the default role.
Agent Type
agent-type
string
Type of the agent. Can be "Support Agent", "Field Agent" or "Collaborator".
Created At
created-at
string
Timestamp that denotes when the role was created.
Updated At
updated-at
string
Timestamp that denotes when the role was last updated.
Get Group
Get group using ID. This task will only work if you have admin privileges. Agents can be classified into groups such as Customer Support.
Input
Field ID
Type
Description
Task ID (required)
task
string
TASK_GET_GROUP
Group ID (required)
group-id
integer
Group ID.
Output
Field ID
Type
Description
Name
name
string
Name of the group.
Description
description
string
Description of the group.
Agent IDs (optional)
agent-ids
array[integer]
Agent IDs of the group.
Auto Ticket Assign
auto-ticket-assign
string
The type of automatic ticket assignment set for the group.
Escalate To (optional)
escalate-to
integer
The ID of the user to whom an escalation email is sent if a ticket is unassigned.
Unassigned Duration (optional)
unassigned-duration
string
The duration for which a ticket is unassigned before it is escalated.
Group Type (optional)
group-type
string
Group type. Can be "support_agent_group" or "field_agent_group".
Agent Availability Status (optional)
agent-availability-status
boolean
The availability status of the agent in the group. Automatically set to true if the group has enabled "Automatic Ticket Assignment".
Created At
created-at
string
Timestamp that denotes when the group was created.
Updated At
updated-at
string
Timestamp that denotes when the group was last updated.
Get Skill
Get skill using ID. This task will only work if you have admin privileges. Agents can be assigned skills, and it is possible for tickets to be automatically assigned to agents based on the skills they have.
Input
Field ID
Type
Description
Task ID (required)
task
string
TASK_GET_SKILL
Skill ID (required)
skill-id
integer
Skill ID.
Output
Field ID
Type
Description
Name
name
string
Name of the skill.
Rank
rank
integer
Rank of the skill.
Condition Match Type
condition-match-type
string
Type of condition match. Can be "all" or "any".
Conditions
conditions
array[json]
Conditions for the skill.
Created At
created-at
string
Timestamp that denotes when the skill was created.
Updated At
updated-at
string
Timestamp that denotes when the skill was last updated.
