Freshdesk

The Freshdesk node lets you manage support tickets in Freshdesk from within an orchestration — create, retrieve, update, delete, and add notes to tickets.

Credentials

This node requires a Freshdesk API credential with your Freshdesk domain and API key. To create a credential:

Go to Settings → Credentials → New Credential
Select Freshdesk API
Enter your API Key and Domain

See Freshdesk API Credentials for detailed setup instructions.

Operations

Ticket

Operation	Description
`Create`	Create a new support ticket
`Get`	Retrieve a single ticket by ID
`Get Many`	List tickets with optional filters and pagination
`Update`	Update an existing ticket
`Delete`	Delete a ticket by ID
`Add Note`	Add a public reply or private note to a ticket

Parameters: Create Ticket

Parameter	Type	Required	Description
Credential	Credential	Yes	Select or create a Freshdesk API credential
Requester Identification	Select	Yes	How to identify the requester: `email`, `facebookId`, `phone`, `requesterId`, `twitterId`, or `uniqueExternalId`
Value	String	Yes	Value for the selected requester identifier
Status	Select	Yes	`open`, `pending`, `resolved`, or `closed`
Priority	Select	Yes	`low`, `medium`, `high`, or `urgent`
Source	Select	Yes	`chat`, `email`, `feedbackWidget`, `mobileHelp`, `OutboundEmail`, `phone`, or `portal`
Agent Name or ID	Options	No	Agent to assign the ticket to
CC Emails	String	No	Comma-separated email addresses to CC
Company Name or ID	Options	No	Company ID of the requester
Description	String	No	HTML content of the ticket
Due By	DateTime	No	ISO timestamp when the ticket is due to be resolved
Email Config ID	Number	No	Email config ID used for this ticket
FR Due By	DateTime	No	ISO timestamp when the first response is due
Group Name or ID	Options	No	Group to assign the ticket to
Name	String	No	Name of the requester
Product Name or ID	Options	No	Product associated with the ticket
Subject	String	No	Subject of the ticket
Tags	String	No	Comma-separated tags
Type	Select	No	`Question`, `Incident`, `Problem`, `Feature Request`, or `Refund`

Parameters: Get Ticket

Parameter	Type	Required	Description
Credential	Credential	Yes	Select or create a Freshdesk API credential
Ticket ID	String	Yes	ID of the ticket to retrieve

Parameters: Get Many Tickets

Parameter	Type	Required	Description
Credential	Credential	Yes	Select or create a Freshdesk API credential
Return All	Boolean	No	Fetch all pages of results
Limit	Number	No	Maximum number of tickets to return (default `5`, max `100`)
Company ID	String	No	Filter by company ID
Include	Multi-Select	No	Include related data: `company`, `description`, `requester`, or `stats`
Order	Select	No	Sort order: `asc` or `desc`
Order By	Select	No	Sort by `createdAt`, `dueBy`, or `updatedAt`
Requester Email	String	No	Filter by requester email address
Requester ID	String	No	Filter by requester ID
Updated Since	DateTime	No	Filter tickets updated after this timestamp

Parameters: Update Ticket

Parameter	Type	Required	Description
Credential	Credential	Yes	Select or create a Freshdesk API credential
Ticket ID	String	Yes	ID of the ticket to update
Update Fields	Collection	No	Fields to update. Supports the same options as Create Ticket

Parameters: Delete Ticket

Parameter	Type	Required	Description
Credential	Credential	Yes	Select or create a Freshdesk API credential
Ticket ID	String	Yes	ID of the ticket to delete

Parameters: Add Note

Parameter	Type	Required	Description
Credential	Credential	Yes	Select or create a Freshdesk API credential
Ticket ID	String	Yes	ID of the ticket to add the note to
Body	String	Yes	Content of the note or reply
Private	Boolean	Yes	If `true`, the note is private (internal). If `false`, it is sent as a public reply
Notify Emails	String	No	Comma-separated email addresses to notify
Incoming	Boolean	No	Whether the note appears as being created from outside the web portal

Output Data

A single ticket returned from Get or Create:

{
  "id": 1,
  "subject": "Login issue",
  "description": "User cannot log in.",
  "status": 2,
  "priority": 1,
  "source": 2,
  "requester_id": 42,
  "responder_id": 5,
  "created_at": "2024-06-01T12:00:00Z",
  "updated_at": "2024-06-01T12:00:00Z"
}

A note returned from Add Note:

{
  "id": 1,
  "body": "We are looking into this issue and will update you shortly.",
  "private": false,
  "user_id": 5,
  "ticket_id": 1,
  "created_at": "2024-06-01T12:00:00Z",
  "updated_at": "2024-06-01T12:00:00Z"
}

Reference fields in downstream nodes:

{{ freshdesk.id }}
{{ freshdesk.subject }}
{{ freshdesk.status }}
{{ freshdesk.requester_id }}
{{ freshdesk.responder_id }}

HTTP Request — Call custom Freshdesk API endpoints not covered by this node
Send Email — Notify customers or agents about ticket updates

​Freshdesk

​Credentials

​Operations

​Ticket

​Parameters: Create Ticket

​Parameters: Get Ticket

​Parameters: Get Many Tickets

​Parameters: Update Ticket

​Parameters: Delete Ticket

​Parameters: Add Note

​Output Data

​Related Nodes