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Freshdesk Pipe

Freshdesk, the online customer engagement solution from Freshworks, lets you streamline your company's customer support using the customer service software and helps you to efficiently manage your customers as you scale.

Getting Started

Prerequisites

  • A Freshdesk account

In order to use Freshdesk with Tadabase, it is necessary to have a Freshdesk account. If you do not have one, you can create a Freshdesk account at https://www.freshdesk.com/sign-up.

 

Install the Freshdesk Pipe

 

To connect your Freshdesk account to Tadabase, you need to obtain your Freshdesk API key and your Freshdesk domain name and insert them in the dialog window that pops up when you install the pipe.

To find your Freshdesk API key:

  1. Log in to your Support Portal.
  2. Click on your profile picture on the top right corner of your portal.
  3. Go to Profile settings page.
  4. Your API key will be in the right sidebar.

To find your Freshdesk domain name:

  1. Go to the login page.
  2. Your domain name will be your helpdesk name that you type into the box as the prefix in the URL ending in .freshdesk.com.

 

Global Parameters

There are 2 Global Parameters in this pipe. The default values for these parameters are automatically set when you install the pipe. You can change these values at any time in the Global Parameters tab of your installed Freshdesk pipe.

  • Freshdesk API Key - This can be found in the profile settings of your Freshdesk account
  • Freshdesk Domain Name - This is your helpdesk name that you type in as a URL prefix when logging into your Freshdesk account

To obtain these details, log into your Freshdesk account. For more guidance, go to the previous section Install the Freshdesk Pipe.

All API calls below must contain the authorization details in the global parameters. 

 

API Calls

All the API Calls in this Pipe can be customized, but we've added several to help you get started and expedite the time needed to get you up and running with some of the basic uses.

The API Call section is divided into three main categories:

  1. Contacts
  2. Agents
  3. Tickets

 

Contacts

 

Create a Contact

Use this API call to create a new contact. To add more fields, please see the Freshdesk API documentation - Create a Contact.

Parameters
  • Name* - The name of the contact.
  • Email* - The email address of the contact.
  • Phone - The phone number of the contact.

*Required 

Response

The newly created contact and its information will be returned.

  • Contact ID - The Contact ID is automatically generated by Freshdesk when a new contact is created. This ID is used to view or update the contact.

 

View a Contact

Use this API call to view a contact's information. For more details, go to Freshdesk API documentation - View a Contact.

Parameters
  • Contact ID* - The Contact ID can be found at the end of the URL when viewing the contact in your Freshdesk account. For more guidance, refer to the image below or Freshdesk.

*Required

Response

All the data fields for the contact will be returned. Below are some of the included responses.

  • Address
  • Description
  • Email
  • Job Title
  • Name
  • Phone Number
  • Twitter ID
  • Facebook ID
  • Company ID

 

Update a Contact

To update a contact, you will need the Contact ID and the updated information. For more details, go to Freshdesk API documentation - Update a Contact.

Parameters
  • Contact ID* - The Contact ID tells Freshdesk which contact to update.
  • Name* - To update, enter the new name. Otherwise, enter the current name.
  • Email* - To update, enter the new email address. Otherwise, enter the current email address.
  • Phone - To update, enter the new phone number. Otherwise, leave blank.

*Required 

Response

All the data fields for the contact will be returned. Below are some of the included responses.

  • Address
  • Description
  • Email
  • Job Title
  • Name
  • Phone Number
  • Twitter ID
  • Facebook ID
  • Company ID

 

Soft Delete a Contact

If you soft delete a contact, you will be able to restore the contact. For more details and information, go to Freshdesk API documentation - Soft Delete a Contact.

Parameters
  • Contact ID*

*Required

Response

No response is returned.

 

Permanently Delete a Contact

If you permanently delete a contact, you will be completely removing it from your account. For more details and information, go to Freshdesk API documentation - Hard Delete a Contact.

Parameters

You need to soft delete a contact before being able to permanently delete it.

  • Contact ID*

*Required 

Response

No response is returned.

 

Agents

 

Create an Agent

Use this API call to create a new agent. To add more fields, please see the Freshdesk API documentation - Create an Agent.

Parameters
  • Name - The name of the agent.
  • Email* - The email address of the contact.
  • Ticket Scope - Ticket permission of the agent (1 -> Global Access, 2 -> Group Access, 3 -> Restricted Access).

*Required 

Response

The newly created contact and its information will be returned.

  • Agent ID - The Agent ID is automatically generated by Freshdesk when a new agent is created. This ID is used to access the agent.

 

Update an Agent

To update an agent, you will need the Agent ID and the updated information. For more details, go to Freshdesk API documentation - Update an Agent.

Parameters
  • Agent ID* - The Agent ID tells Freshdesk which agent to update.
  • Name* - To update, enter the new name. Otherwise, enter the current name.
  • Email* - To update, enter the new email address. Otherwise, enter the current email address.
  • Ticket Scope* - To update, enter the number representative of the new ticket scope level. Otherwise, enter the current ticket scope.

*Required 

Response

All the data fields for the agent will be returned. Below are some of the included responses.

  • Address
  • Description
  • Email
  • Job Title
  • Name
  • Phone Number
  • Ticket Scope
  • Skill IDs
  • Available Since

 

Delete an Agent

Deleting an agent will downgrade the agent to a contact. For more details and information, go to Freshdesk API documentation - Delete an Agent.

Parameters
  • Agent ID*

*Required

Response

No response is returned.

 

Currently Authenticated Agent

Use this API call to obtain the details for the currently authenticated agent. For more information, go to Freshdesk API documentation - Currently Authenticated Agent.

Parameters

There are no parameters for this API call.

Response

All the data fields for the agent will be returned. Below are some of the included responses.

  • Address
  • Description
  • Email
  • Job Title
  • Name
  • Phone Number
  • Ticket Scope
  • Skill IDs
  • Available Since

 

Tickets

 

Create a Ticket

Use this API call to create a new ticket. To add more data fields, go to Freshdesk API documentation - Create a Ticket.

Parameters
  • Description* - The content of the ticket.
  • Subject* - The subject of the ticket.
  • Email* - Email address of the requester. The requester is the contact requesting the ticket.
  • Priority -Priority of the ticket. Available options: Low = 1, Medium = 2, High = 3, Urgent = 4. The default value is 1.
  • Status - Status of the ticket. Available options: 2 = Open, 3 = Pending, 4 = Resolved, 5 = Closed. The default Value is 2.

*Required 

Response

All the data fields for the ticket will be returned. Below are some of the included responses.

  • Ticket ID
  • Description
  • Spam - Checks if the ticket appears to be spam.
  • Priority
  • Source - The source that originated this email, for example, email, helpdesk etc. 
  • Status
  • Subject
  • To Emails - Array of emails this came from. 
  • Created At

 

Create an Outbound Email

This API call creates an outbound email along with a connected ticket. For more details and information, go to Freshdesk API documentation - Create an Outbound Email.

Parameters
  • Description - The content of the email.
  • Subject* - The subject of the email.
  • Email* - The email address to send the email to.
  • Email Config ID - To find your Email Config ID, go to the View Email Config ID section below.
  • Priority - Available Options: Low = 1, Medium = 2, High = 3, Urgent = 4. The default value is 1.
  • Status - Available Options: 2 = Open, 3 = Pending, 4 = Resolved, 5 = Closed. The default Value is 2.

*Required

Response

All the data fields for the outbound email will be returned. Below are some of the included responses.

  • Ticket ID
  • Description
  • Priority
  • Source - The source that originated this email, for example, email, helpdesk etc. 
  • Status
  • Subject
  • To Emails - Array of emails this came from. 
  • Created At

 

View a Ticket

Use this API call to view a ticket. For more details, go to Freshdesk API documentation - View a Ticket.

Parameters
  • Ticket ID* - The Ticket ID can be found in the subject line of the ticket.

*Required

Response

All the data fields for the ticket will be returned. Below are some of the included responses.

  • Ticket ID
  • Priority
  • Requester ID - This is the Contact ID of the contact who requested the ticket.
  • Source
  • Status
  • Subject
  • Spam
  • Type
  • Due By
  • Description

 

Update a Ticket

Use this API call to update a ticket. To add more fields, go to Freshdesk API documentation - Update a Ticket.

Parameters
  • Ticket ID*
  • Priority - Available options: Low = 1, Medium = 2, High = 3, Urgent = 4. The default value is 1.
  • Status - Available options: 2 = Open, 3 = Pending, 4 = Resolved, 5 = Closed. The default Value is 2.

*Required

Response

All the data fields for the ticket will be returned. Below are some of the included responses.

  • Ticket ID
  • Priority
  • Requester ID - This is the Contact ID of the contact who requested the ticket.
  • Source
  • Status
  • Subject
  • Spam
  • Type
  • Due By
  • Description

 

Delete a Ticket

If you delete a ticket, you will be able to restore the ticket. For more details and information, go to Freshdesk API documentation - Delete a Ticket.

Parameters
  • Ticket ID*

*Required

Response

No response is returned.

 

Forward a Ticket

This API call will forward a ticket to an external email address. For more details and information, go to Freshdesk API documentation - Forward a Ticket.

Parameters
  • Ticket ID*
  • Body* - The content of the email message.
  • To Emails* - Emails to which the ticket gets forwarded.

*Required 

Response

Built in responses already added are below. 

  • ID
  • Body
  • Incoming
  • User ID
  • Support Email
  • To Emails
  • From Email
  • Ticket ID
  • Created At

 

Add Watcher

Use this API call to add a watcher to a ticket. For more details and information, go to Freshdesk API documentation - Watcher.

Parameters
  • Agent ID*
  • Ticket ID*

*Required 

Response

No response is returned.

 

Remove Watcher

Use this API call to remove a watcher from a ticket. For more details and information, go to Freshdesk API documentation - Watcher.

Parameters
  • Ticket ID*

*Required

Response

No response is returned.

 

Delete an Attachment

Use this API call to delete an attachment from a ticket. For more details and information, go to Freshdesk API documentation - Delete an Attachment.

Parameters
  • Ticket ID*

*Required 

Response

No response is returned.

 

Restore a Ticket

Use this API call to restore a ticket that has been deleted. For more details and information, go to Freshdesk API documentation - Restore a Ticket.

Parameters
  • Ticket ID*

*Required

Response

No response is returned.

 

View Email Config ID

Use this API call to view your email config ID. For more details and information, go to Freshdesk API documentation - Email Config ID.

Parameters

There are no parameters for this API call.

Response
  • ID - This is your email config ID. You can copy-paste it as needed.
  • Name
  • To Email
  • Reply Email

 

    More Details

    To learn more about this Pipe and the additional API calls, please see this article: Getting Started with Freshdesk API Calls.

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