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 Integromat, 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.

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

Connecting Freshdesk to Integromat

To connect your Freshdesk account to Integromat, 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 Integromat 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.

Event

Watch Events

Triggers when a new event occurs to a ticket.

Connection Establish a connection to your Freshdesk account.

To create a webhook event:

1. Go to Integromat 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.

Ticket

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 Integromat 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 Integromat 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 Integromat 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 Integromat 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.

Contact

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 Integromat 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 Integromat 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 Integromat 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.

Company

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 Integromat 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.

Forum

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

Other

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 Integromat 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 Integromat 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.

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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