Freshdesk

The Freshdesk modules allow you to watch, create, update, list, and/or delete events, tickets, contacts, companies, forums, and time entries in your Freshdesk account.

Prerequisites

  • A Freshdesk account

In order to use Freshdesk with Make, it is necessary to have a Freshdesk account. If you do not have one, you can create a Freshdesk account at https://freshdesk.com/signup.

Note

The module dialog fields that are displayed in bold (in the Make scenario, not in this documentation article) are mandatory!

To connect your Freshdesk account to Make, you need to obtain your API Key and Company name.

1. Log into your Freshdesk account.

2. Open your profile menu in the top-right corner, click your profile icon and select Profile Settings.

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3. Copy the API Key to your clipboard.

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4. Go to Make and open the Freshdesk module's Create a connection dialog.

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6. In the Connection name field, enter a connection name.

7. In the API Key field, enter the API Key you have copied in step 3.

8. In the Company name field, enter the first word in the URL that appears when you log into the Freshdesk. For example, if the URL is, https://abc.freshdesk.com then the company name is abc.

9. Click the Continue button.

The connection has been established.

Watch Events

Triggers when a new event occurs to a ticket.

To create a webhook event:

1. Go to Make and open the Freshdesk Watch Events module.

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2. After connecting in the Once you connect, copy the URL to your clipboard.

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3. Log into Freshdesk and navigate to Admin--> Automations.

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4. Select one out of the three options available for which you want to create the webhook.

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5. Create the new webhook and enter the URL copied in step 2.

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After creating the rule, the scenario returns results for the event.

Watch Tickets

Triggers when a new ticket is created or updated.

Connection

Establish a connection to your Freshdesk account.

Watch Contacts

Select the option for which to watch the contacts:

  • By created time

  • By updated time

Filter

Select an option to filter the contacts:

  • New and my open

  • Watching

  • Spam

  • Deleted

Requester's ID

Enter the Requester's ID details.

Company ID

Enter the Company ID whose tickets you want to watch.

Updated since

Enter the date to watch only tickets that are updated on or after the specified date.

Limit

The maximum number of tickets Make should return during one scenario execution cycle.

List Tickets

Retrieves a list of all tickets.

Connection

Establish a connection to your Freshdesk account.

Filter

Select the option to filter the contacts:

  • New and my open

  • Watching

  • Spam

  • Deleted

Requester(Agent) ID

Enter the Requester ID.

Company ID

Enter the Company ID whose tickets you want to list.

Updated since

Enter the date from to list only tickets that are updated on or after that date.

Order by

Select the order in which you want to list the tickets:

  • Created at

  • Due by

  • Updated at

  • Status

Limit

The maximum number of tickets Make should return during one scenario execution cycle.

List Conversations

Retrieves a list of conversations on a ticket.

Connection

Establish a connection to your Freshdesk account.

Ticket

Select the ticket whose conversations you want to list.

Limit

The maximum number of conversations Make should return during one scenario execution cycle.

Find Tickets

Gets a list of tickets matching the specified ticket fields.

Connection

Establish a connection to your Freshdesk account.

Filter

Select the option to filter the tickets:

  • Agent ID

  • Group ID

  • Priority

  • Status

  • Tag

  • Type

  • Due by

  • Fr Due by

  • Created at

  • Updated at

Limit

The maximum number of tickets Make should return during one scenario execution cycle.

Create a Ticket

Creates a new ticket.

Connection

Establish a connection to your Freshdesk account.

Select

Select the contact type for creating the ticket:

  • New Contact

  • Existing Contact

Contact ID

Select the Contact ID if creating a ticket for an existing contact.

Name of the requester

Enter the name of the requester for the ticket.

Requester Email

Enter the email address of the requester.

Subject

Enter the subject line of the ticket.

Description

Enter the details of the ticket.

Status

Select the status of the ticket:

  • Open

  • Pending

  • Resolved

  • Closed

  • Waiting on Customer

  • Waiting on Third Party

  • Due by

Source

Select the source from which you are creating the ticket.

Priority

Select the priority of the ticket.

Responder(Agent) ID

Select the User ID to whom you want to assign the ticket.

CC emails

Add the email address to whom you want to notify about the ticket.

Type

Select the category to which the ticket belongs to.

Due by

Enter the date by when the ticket should be resolved.

First response due by

Enter the date by when the ticket's first reply must be sent.

Email config ID

Select the Email Config ID used for the ticket. For example, support@abc.com

Group ID

Select the Group ID to which the ticket is assigned to.

Product ID

Select the Product ID associated with the ticket.

Tags

Add the text to filter the tickets when searching among the several tickets.

Get a Ticket

Gets the details of a ticket.

Connection>

Establish a connection to your Freshdesk account.

Ticket ID

Select the Ticket ID whose ticket details you want to retrieve.

Update a Ticket

Updates an existing ticket with entered information.

Connection

Establish a connection to your Freshdesk account.

Ticket

Select the ticket you want to update.

Name of the requester

Enter the name of the requester for the ticket.

Requester ID

Enter the Requester ID.

Requester's email

Enter the email address of the requester.

Subject

Enter the subject line of the ticket.

Description

Enter the details of the ticket.

Type

Select the category to which the ticket belongs.

Responder ID

Select the User ID to whom you want to assign the ticket.

Status

Select the status of the ticket:

  • Open

  • Pending

  • Resolved

  • Closed

  • Waiting on Customer

  • Waiting on Third Party

  • Due by

Priority

Select the priority of the ticket.

Due by

Enter the date by when the ticket should be resolved.

Email config ID

Select the Email Config ID used for the ticket. For example, support@abc.com.

First response due by

Enter the date by when the ticket's first reply must be send.

Product ID

Select the Product ID associated with the ticket.

Source

Select the source from which you are creating the ticket.

Tags

Add the text to filter the tickets when searching among the several tickets.

Company ID

Enter the Company ID of the requester.

Delete a Ticket

Deletes a ticket.

Connection

Establish a connection to your Freshdesk account.

Ticket ID

Select the Ticket ID you want to delete.

Watch Contacts

Triggers when a new contact is created or updated.

Connection

Establish a connection to your Freshdesk account.

Watch Contacts

Select the options to watch the contacts:

  • By created time

  • By updated time

Limit

The maximum number of contacts Make should return during one scenario execution cycle.

List Contacts

Retrieves a list of all contacts.

Connection

Establish a connection to your Freshdesk account.

Limit

The maximum number of contacts Make should return during one scenario execution cycle.

Find Contacts (Beta)

Gets a list of contacts matching the specified contact fields.

Connection

Establish a connection to your Freshdesk account.

Filter

Select the option to filter the contacts:

  • Active

  • Company ID

  • Twitter ID

  • Emails

  • Tag

  • Language

  • Timezone

  • Created at

  • Updated at

Limit

The maximum number of contacts Make should return during one scenario execution cycle.

Create a Contact

Creates a new contact.

Connection

Establish a connection to your Freshdesk account.

Name

Enter the name of the contact.

Email

Enter the email address of the contact.

Phone

Enter the phone number of the contact.

Mobile

Enter the mobile number of the contact.

Twitter ID

Enter the Twitter ID of the contact.

Unique External ID

Enter the External ID of the contact.

Other emails

Add the additional email address associated with the contact.

Company ID

Select the Company ID to which the contact belongs to.

Can see all tickets

Select if the contact can access all the tickets.

Address

Enter the address of the contact.

Description

Enter any additional information about the contact.

Job title

Enter the position of the contact.

Language

Select the language for the contact.

Tags

Add the text as a tag to filter the contact when searching.

Get a Contact

Gets the details of a contact.

Connection

Establish a connection to your Freshdesk account.

Contact

Select the contact whose details you want to retrieve.

Update a Contact

Updates an existing contact.

Connection

Establish a connection to your Freshdesk account.

Contact

Select the contact you want to update.

Name

Enter a new name for the contact.

Email

Enter the email address of the contact.

Phone

Enter the phone number of the contact.

Mobile

Enter the mobile number of the contact.

Twitter ID

Enter the Twitter ID of the contact.

Unique External ID

Enter the External ID of the contact.

Other emails

Add any other additional email address if it exist for the contact.

Company ID

Select the Company ID to which the contact belongs to.

Can see all tickets

Select if the contact can see all the tickets.

Address

Enter the address of the contact.

Description

Enter the details of the contact.

Job title

Enter the position of the contact.

Language

Select the language preferences of the contact.

Tags

Enter the text as tags to filter the contact when searching.

Delete a Contact

Deletes a contact.

Connection

Establish a connection to your Freshdesk account.

Contact

Select the contact you want to delete.

Create a Reply

Creates a new reply to a specific ticket.

Connection

Establish a connection to your Freshdesk account.

Ticket

Select the ticket for which you want to create a reply.

Body

Enter the content of the reply in the HTML format.

From email

Enter the email address from which you want to send the reply.

Agent ID

Select the Agent ID who is adding the note.

CC emails

Add the email address you want to notify about the reply.

BCC emails

Add the email address of the members whom you want to notify about the reply but do not want them to be seen in them in the sent email.

Create a Note

Creates a new note.

Connection

Establish a connection to your Freshdesk account.

Ticket

Select the ticket for which you want to create the note.

Body

Enter the HTML content of the note.

Incoming

Select if you indicate that the note appears as it has come from an external source.

Notify emails

Select the email address or members whom you want to notify about the note.

Private

Select if this note is private.

Agent ID

Select the Agent ID who is adding the note.

Find Companies (Beta)

Gets a list of companies matching the specified company fields.

Connection

Establish a connection to your Freshdesk account.

Filter

Select the option to filter the companies that you are looking for:

  • Domain

  • Created at

  • Updated at

Limit

The maximum number of companies Make should return during one scenario execution cycle.

Create a Company

Creates a new company.

Connection

Establish a connection to your Freshdesk account.

Company Name

Enter the company name.

Description

Enter the details of the company.

Notes

Enter any additional information that you want to specify about the company.

Domains for this company

Add the domains of the company.

Health score

Select your relationship with the company.

Account tier

Select the option for the value of business the company would bring to you.

Renewal date

Enter the date when your contract with the company is due.

Industry

Select the industry the company serves.

Get a Company

Gets the details of a company.

Connection

Establish a connection to your Freshdesk account.

Company ID

Select the Company ID whose details you want to retrieve.

Update a Company

Updates an existing company.

Connection

Establish a connection to your Freshdesk account.

Company ID

Select the Company ID you want to update.

Company Name

Enter the company name.

Description

Enter the details of the company.

Notes

Enter any additional information that you want to specify about the company.

Domains for this company

Add the domains of the company.

Health score

Select your relationship with the company.

Account tier

Select the option for the value of business the company would bring to you.

Renewal date

Enter the date when your contract with the company is due.

Industry

Select the industry the company serves in.

Create a Forum

Creates a new forum.

Connection

Establish a connection to your Freshdesk account.

Forum Category ID

Select the Category ID for the forum.

Name

Enter a name for the forum.

Forum visibility

Select the visibility of the forum.

Forum type

Select the type of forum you want to create.

Description

Enter the details of the forum.

Create a Forum Category

Creates a forum category.

Connection

Establish a connection to your Freshdesk account.

Name

Enter the name of the forum category.

Description

Enter the details of the forum category.

Create a Forum Topic

Creates a new forum topic.

Connection

Establish a connection to your Freshdesk account.

Find Forum

Select the option to find the forum:

  • By ID

  • By Dropdown

Forum ID

Enter the Forum ID whose topic you want to create.

Title

Enter the name of the topic.

Message

Enter the details of the topic.

Mark as a sticky topic

Select whether the topic appears at the top in the forum:

  • Yes

  • No

  • Not defined

Lock topic and prevent users from posting replies.

Select whether the topic should be locked so that no posts can be added to the topic:

  • Yes

  • No

  • Not defined

Create an Outbound Email

Creates a new outbound email.

Connection

Establish a connection to your Freshdesk account.

Name of the requester

Enter the name of the requester.

Requester's email

Enter the email address of the requester.

Subject

Enter the subject line of the request.

Description

Enter the HTML content of the ticket.

Type

Enter the ticket type.

Status

Select the status of the ticket:

  • Open

  • Pending

  • Resolved

  • Closed

Priority

Select the priority of the ticket:

  • Low

  • Medium

  • High

  • Urgent

Due by

Enter the date by when the ticket should be resolved.

Email config ID

Select the Email Config ID used for this ticket.

First response due by

Enter the date by which the ticket first response must be sent.

Group ID

Select the Group ID to which the ticket is assigned.

Company ID

Select the company to which the ticket belongs.

List Satisfaction Ratings

Retrieves a list of all satisfaction ratings of a ticket.

Connection

Establish a connection to your Freshdesk account.

Ticket

Select the ticket whose satisfaction ratings you want to list.

Limit

The maximum number of ratings Make should return during one scenario execution cycle.

List Time Entries

Retrieves a list of all-time entries of a ticket.

Connection

Establish a connection to your Freshdesk account.

Ticket

Select the ticket whose time entries you want to retrieve.

Limit

The maximum number of time entries Make should return during one scenario execution cycle.

Get an Agent

Gets the details of an agent.

Connection

Establish a connection to your Freshdesk account.

Agent ID

Select the Agent ID whose details you want to retrieve.

Make an API Call

Performs an arbitrary authorized API call.

Connection

Establish a connection to your Freshdesk account.

URL

Enter a path relative to https://[domain].freshdesk.com/api. For example, contacts.

Note

For the list of available endpoints, refer to the Freshdesk API Documentation.

Method

Select the HTTP method you want to use:

GET to retrieve information for an entry.

POST to create a new entry.

PUT to update/replace an existing entry.

PATCH to make a partial entry update.

DELETE to delete an entry.

Headers

Enter the desired request headers. You don't have to add authorization headers; we already did that for you.

Query String

Enter the request query string.

Body

Enter the body content for your API call.

Example - List Contacts

Following API call returns all contacts:

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Matches of the search can be found in the module's Output under Bundle > Body > contacts. In our example, 15 contacts were returned:

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