Freshdesk

Usage Instructions

Integrate Freshdesk into the workflow. Create, update, look up, and search support tickets, send public replies, add private or public notes, create and find contacts, and list agents to route work. Can also run workflows when a Freshdesk automation rule posts a webhook for a new or updated ticket. Requires your Freshdesk subdomain and an agent API key.

Actions

Freshdesk Create Ticket

Create a support ticket in Freshdesk for a requester email, requester ID, or phone. Status defaults to Open and priority to Low.

Input

Parameter	Type	Required	Description
`domain`	string	Yes	Freshdesk helpdesk subdomain, e.g. "acme" or "acme.freshdesk.com"
`apiKey`	string	Yes	Freshdesk API key, from Profile Settings > View API Key
`email`	string	No	Requester email. A new contact is created if none exists. Creating a ticket needs an email, requester ID, or phone.
`requesterId`	string	No	ID of an existing requester contact, instead of the email
`phone`	string	No	Requester phone. Without an email, the requester name is also required.
`name`	string	No	Requester name
`subject`	string	No	Ticket subject
`description`	string	No	Ticket description, HTML allowed
`status`	number	No	Status: 2 Open (default on create), 3 Pending, 4 Resolved, 5 Closed
`priority`	number	No	Priority: 1 Low (default on create), 2 Medium, 3 High, 4 Urgent
`source`	number	No	Channel: 1 Email, 2 Portal (default), 3 Phone, 7 Chat, 9 Feedback widget, 10 Outbound email
`type`	string	No	Ticket type, e.g. "Question", "Incident", or "Problem"
`responderId`	string	No	ID of the agent to assign
`groupId`	string	No	ID of the group to assign
`companyId`	string	No	Company ID of the requester (Multiple Companies feature)
`productId`	string	No	ID of the product
`tags`	string	No	Comma-separated tags. On update this replaces the existing tags.
`ccEmails`	string	No	Comma-separated CC email addresses (create only)
`dueBy`	string	No	Resolution due time, ISO 8601
`frDueBy`	string	No	First response due time, ISO 8601
`customFields`	json	No	Custom field values keyed by name, e.g. {"cf_order_id": "A-1001"}

Output

Parameter	Type	Description
`ticket`	object	The created ticket
↳ `customFields`	json	Custom field values keyed by name
↳ `requester`	object	Requester details, when requested with Include Requester

Freshdesk Update Ticket

Update a Freshdesk ticket by ID: change status, priority, assigned agent or group, type, tags, or custom fields. Only the fields you set change.

Input

Parameter	Type	Required	Description
`domain`	string	Yes	Freshdesk helpdesk subdomain, e.g. "acme" or "acme.freshdesk.com"
`apiKey`	string	Yes	Freshdesk API key, from Profile Settings > View API Key
`ticketId`	string	Yes	ID of the ticket to update
`email`	string	No	Requester email. A new contact is created if none exists. Creating a ticket needs an email, requester ID, or phone.
`requesterId`	string	No	ID of an existing requester contact, instead of the email
`phone`	string	No	Requester phone. Without an email, the requester name is also required.
`name`	string	No	Requester name
`subject`	string	No	Ticket subject
`description`	string	No	Ticket description, HTML allowed
`status`	number	No	Status: 2 Open (default on create), 3 Pending, 4 Resolved, 5 Closed
`priority`	number	No	Priority: 1 Low (default on create), 2 Medium, 3 High, 4 Urgent
`source`	number	No	Channel: 1 Email, 2 Portal (default), 3 Phone, 7 Chat, 9 Feedback widget, 10 Outbound email
`type`	string	No	Ticket type, e.g. "Question", "Incident", or "Problem"
`responderId`	string	No	ID of the agent to assign
`groupId`	string	No	ID of the group to assign
`companyId`	string	No	Company ID of the requester (Multiple Companies feature)
`productId`	string	No	ID of the product
`tags`	string	No	Comma-separated tags. On update this replaces the existing tags.
`ccEmails`	string	No	Comma-separated CC email addresses (create only)
`dueBy`	string	No	Resolution due time, ISO 8601
`frDueBy`	string	No	First response due time, ISO 8601
`customFields`	json	No	Custom field values keyed by name, e.g. {"cf_order_id": "A-1001"}

Output

Parameter	Type	Description
`ticket`	object	The updated ticket
↳ `customFields`	json	Custom field values keyed by name
↳ `requester`	object	Requester details, when requested with Include Requester

Freshdesk Get Ticket

Get a Freshdesk ticket by ID, including its description, status, priority, and assignment. Optionally embeds the requester (one extra API credit).

Input

Parameter	Type	Required	Description
`domain`	string	Yes	Freshdesk helpdesk subdomain, e.g. "acme" or "acme.freshdesk.com"
`apiKey`	string	Yes	Freshdesk API key, from Profile Settings > View API Key
`ticketId`	string	Yes	ID of the ticket
`includeRequester`	boolean	No	Embed the requester's name, email, phone, and mobile

Output

Parameter	Type	Description
`ticket`	object	The ticket
↳ `customFields`	json	Custom field values keyed by name
↳ `requester`	object	Requester details, when requested with Include Requester

Freshdesk List Tickets

List Freshdesk tickets. "list" mode filters by requester, company, a predefined view, or update time (tickets from the last 30 days unless Updated Since is set). "search" mode runs a ticket query such as "status:2 AND priority:4" over ticket and custom fields.

Input

Parameter	Type	Required	Description
`domain`	string	Yes	Freshdesk helpdesk subdomain, e.g. "acme" or "acme.freshdesk.com"
`apiKey`	string	Yes	Freshdesk API key, from Profile Settings > View API Key
`listMode`	string	No	"list" (default) to filter, or "search" to run a query
`query`	string	No	Search query for search mode, e.g. "priority:4 AND status:2" or "tag:'refund'". Up to 512 characters.
`filter`	string	No	Predefined filter: new_and_my_open, watching, spam, or deleted
`requesterId`	string	No	Only tickets from this requester contact ID
`email`	string	No	Only tickets from this requester email
`companyId`	string	No	Only tickets of this company ID
`updatedSince`	string	No	Only tickets updated since this time, ISO 8601, e.g. 2026-10-01T00:00:00Z
`orderBy`	string	No	Sort field: created_at (default), due_by, updated_at, or status
`orderType`	string	No	Sort direction: desc (default) or asc
`includeRequester`	boolean	No	Embed each requester in list mode (two extra API credits)
`page`	number	No	Page number, from 1 (search mode allows up to 10)
`perPage`	number	No	Tickets per page in list mode (default 30, max 100). Search returns 30.

Output

Parameter	Type	Description
`tickets`	array	Matching tickets
↳ `customFields`	json	Custom field values keyed by name
↳ `requester`	object	Requester details, when requested with Include Requester
`count`	number	Number of tickets returned
`total`	number	Total matches reported by search mode

Freshdesk Reply to Ticket

Send a public reply on a Freshdesk ticket. The requester receives it by email from the support address.

Input

Parameter	Type	Required	Description
`domain`	string	Yes	Freshdesk helpdesk subdomain, e.g. "acme" or "acme.freshdesk.com"
`apiKey`	string	Yes	Freshdesk API key, from Profile Settings > View API Key
`ticketId`	string	Yes	ID of the ticket to reply to
`body`	string	Yes	Reply content, HTML allowed
`fromEmail`	string	No	Support email address to send from. Defaults to the global support email.
`ccEmails`	string	No	Comma-separated CC email addresses
`bccEmails`	string	No	Comma-separated BCC email addresses
`userId`	string	No	ID of the agent the reply is sent as

Output

Parameter	Type	Description
`conversation`	object	The reply that was sent

Freshdesk Add Note

Add a note to a Freshdesk ticket. Notes are private (agents only) by default; set Private to false for a public note.

Input

Parameter	Type	Required	Description
`domain`	string	Yes	Freshdesk helpdesk subdomain, e.g. "acme" or "acme.freshdesk.com"
`apiKey`	string	Yes	Freshdesk API key, from Profile Settings > View API Key
`ticketId`	string	Yes	ID of the ticket
`body`	string	Yes	Note content, HTML allowed
`private`	boolean	No	Whether the note is private. Defaults to true.
`notifyEmails`	string	No	Comma-separated emails of agents or users to notify
`incoming`	boolean	No	Show the note as created from outside the helpdesk
`userId`	string	No	ID of the agent or user adding the note

Output

Parameter	Type	Description
`conversation`	object	The note that was added

Freshdesk Create Contact

Create a contact (customer) in Freshdesk. Needs a name plus an email, phone, mobile, or unique external ID; email must be unique.

Input

Parameter	Type	Required	Description
`domain`	string	Yes	Freshdesk helpdesk subdomain, e.g. "acme" or "acme.freshdesk.com"
`apiKey`	string	Yes	Freshdesk API key, from Profile Settings > View API Key
`name`	string	Yes	Name
`email`	string	No	Primary email address
`phone`	string	No	Telephone number
`mobile`	string	No	Mobile number
`uniqueExternalId`	string	No	Your own unique ID for the contact, e.g. a CRM ID
`companyId`	string	No	ID of the primary company
`jobTitle`	string	No	Job title
`description`	string	No	Short description of the contact
`address`	string	No	Address
`tags`	string	No	Comma-separated tags
`otherEmails`	string	No	Comma-separated additional email addresses
`customFields`	json	No	Custom field values keyed by name, e.g. {"crm_id": "C-42"}

Output

Parameter	Type	Description
`contact`	object	The created contact
↳ `customFields`	json	Custom field values keyed by name

Freshdesk Get Contact

Get a Freshdesk contact by ID.

Input

Parameter	Type	Required	Description
`domain`	string	Yes	Freshdesk helpdesk subdomain, e.g. "acme" or "acme.freshdesk.com"
`apiKey`	string	Yes	Freshdesk API key, from Profile Settings > View API Key
`contactId`	string	Yes	ID of the contact

Output

Parameter	Type	Description
`contact`	object	The contact
↳ `customFields`	json	Custom field values keyed by name

Freshdesk Search Contacts

Find Freshdesk contacts. "filter" matches an exact email, phone, mobile, company, or state; "query" runs a contact query such as "email:'jane@example.com'" or "company_id:42"; "name" autocompletes on the name and returns only id and name.

Input

Parameter	Type	Required	Description
`domain`	string	Yes	Freshdesk helpdesk subdomain, e.g. "acme" or "acme.freshdesk.com"
`apiKey`	string	Yes	Freshdesk API key, from Profile Settings > View API Key
`searchMode`	string	No	"filter" (default), "query", or "name"
`email`	string	No	Exact email to match (filter mode)
`phone`	string	No	Exact phone number to match (filter mode)
`mobile`	string	No	Exact mobile number to match (filter mode)
`companyId`	string	No	Only contacts of this company ID (filter mode)
`state`	string	No	Contact state: blocked, deleted, unverified, or verified (filter mode)
`updatedSince`	string	No	Only contacts updated since this time, ISO 8601 (filter mode)
`query`	string	No	Contact query for query mode, e.g. "active:true AND company_id:42"
`term`	string	No	Start of a name for name mode, e.g. "Jan"
`page`	number	No	Page number, from 1 (query mode allows up to 10)
`perPage`	number	No	Contacts per page in filter mode (default 30, max 100)

Output

Parameter	Type	Description
`contacts`	array	Matching contacts. Name mode returns only id and name for each.
↳ `customFields`	json	Custom field values keyed by name
`count`	number	Number of contacts returned
`total`	number	Total matches reported by query mode

Freshdesk List Agents

List Freshdesk agents with their IDs, names, emails, groups, and availability, optionally filtered by email, phone, or full-time/occasional. Requires an admin API key.

Input

Parameter	Type	Required	Description
`domain`	string	Yes	Freshdesk helpdesk subdomain, e.g. "acme" or "acme.freshdesk.com"
`apiKey`	string	Yes	Freshdesk API key, from Profile Settings > View API Key
`email`	string	No	Only the agent with this email
`phone`	string	No	Only agents with this phone number
`mobile`	string	No	Only agents with this mobile number
`state`	string	No	fulltime or occasional
`page`	number	No	Page number, from 1
`perPage`	number	No	Agents per page (default 30, max 100)

Output

Parameter	Type	Description
`agents`	array	Agents
`count`	number	Number of agents returned

Freshdesk

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