API & Webhooks

A Webhook is a callback to an application or web service that is triggered when a specific event occurs. That means you can set up a Webhook to look for a specific update, change or action to occur in your Helpdesk and it will automatically push the information you specify to the application you want. In simple words, two applications communicate using Webhooks.
Webhooks can be triggered via the automation rules that run on ticket creation and rules that run on ticket updates in Freshdesk.

Note: If your account is on the Sprout plan, the API key and the API functionality will NOT be available.

An API key is a unique alphanumeric identifier, for each agent on your Freshdesk Account. Irrespective of which version of Freshdesk's APIs you use, you will need to provide either your username and password combination or your API key for authorization when making API calls by triggering webhooks. Here's how you can retrieve your API key:

• Login to your Freshdesk Account
• Click on your profile picture icon on the top right corner and select Profile Settings

• On the right pane, you will find the API Key
• Copy-paste this as required to authenticate third-party solutions

Please ensure that you are the administrator/account administrator to perform helpdesk activities using the API. Keep in mind that the API keys for admin/account admin are based on role capabilities. For example, the account admin API is required to install an app from the marketplace or for any integration, while the admin's API can be used for any ticketing-related activities. If you encounter any issues finding your API key under your profile, kindly log in to your helpdesk from a different browser or clear the cache or cookies from your existing browser. Then, log in if needed and navigate through your profile settings to find your API key.

To get information about creating different apps in Freshdesk you can refer to this documentation: https://developers.freshdesk.com/v2/docs/quick-start/

Please visit http://developer.freshdesk.com/api for API documentation.

Yes, you can add inline images to your solution articles using API. Refer to the sample code given below :
{
"description":"Test Article <img src='https://snag.gy/0vVeuf.jpg' alt='Smiley face'>",
"status":2,
"title":"Solutions API",
"type":1
}

Note: Please ensure that the image should be hosted in a public location. 

 

Note: The per-minute rate limiting is being rolled out in batches.

The number of API calls you can make is based on your plan. This limit is applied to your account irrespective of the number of agents you have or IP addresses used to make the calls. 

We're currently moving all Freshdesk accounts from a per-hour limit to a per-minute limit. In this article, we'll give you details on both. 

Call limits per minute

Plan	Calls per minute	Maximum limit per endpoint
Free	0	0
Growth	200	Ticket Create - 80 Ticket Update - 80 Tickets List - 20 Contacts List - 20
Pro	400	Ticket Create - 160 Ticket Update - 160 Tickets List - 100 Contacts List - 100
Enterprise	700	Ticket Create - 280 Ticket Update - 280 Tickets List - 200 Contacts List - 200

For more details, visit our developer portal.

If you are looking to increase your API limit, or move to the per-minute limiting, please drop an email to support@freshdesk.com with details on your use-case and we'll help you sort this out.

Please note: For every trial period the API limit is 50 per minute.

Any webhook you have set up on your Freshdesk - be it in an automation rule, or an external webhooks  ( like Zapier or TimeCamp) - will contribute towards adding to the API calls resulting in meeting with your rate limits.

Yes, here is the the API documentation for creating a Satisfaction Survey: https://developer.freshdesk.com/api/#create_satisfaction_rating. 

The endpoint api/v2/tickets/[ticket_id]/satisfaction_ratings is the one for creating a satisfaction rating using APIs.

Refer this link to get detailed information on creating a contact using API.

This can be done using the API. Navigate to Admin > Workflow > Automations > Ticket Creation > New Rule and set up an automation rule as follows:

Condition: Description contains "..........."

Action: Trigger a webhook

 

Kindly refer to this link for more information on updating ticket details via API. Copy the code accordingly for changing the subject.

                    

You can view the tickets from a custom ticket list view, using API. You could make use of v1 of API to have this done. Please refer to this documentation for detailed information on the same.

You can use Create ticket with custom fields commands via API as given in this link to create a ticket with dependent field using API.

You could list all tickets on a periodic basis. The API documentation would be available at http://developer.freshdesk.com/api/#list_all_tickets. 

Note: An automated script has to be run at your end to run this API call at a specified time interval.

You could use the API to "View a Ticket" and as part of the response, you would be able to receive the Tag added to the ticket.

Command : Get

Callback URL : /api/v2/tickets/[id]

Sample Curl : curl -v -u username:password -H "Content-Type: application/json" -X GET 'https://domain.freshdesk.com/api/v2/tickets/20'

You can use this command below to remove the quoted text through API:

client.interface.trigger("click", {id: "delete_quoted_text"}) 

As of now, the V2 of Freshdesk's API supports only the Freshdesk URL on HTTPs. Making calls using the vanity URL isn't supported.

No, the access to Freshdesk APIs and the integration capabilities is not available in the free Sprout plan. It will be available from the Blossom plan onwards. 

Please refer here for the detailed feature comparison chart.

This is a notification email that is auto-generated when a Webhook which is triggered from your account fails. This Webhook might be a part of the automations or from your server. 

When you set-up webhooks, you would have entered an incorrect URL or the content in the script for webhooks might be incorrect. Please confirm that you have entered the right URL for those webhooks and verify if the rules are set correctly.

You can use our API to get a list of all the agents which would include the Agent's IDs as well. To know more about the same you can make use of https://developers.freshdesk.com/api/#list_all_agents

A Webhook is a callback to an application or web service triggered when a specific event occurs. In case of a particular update, change, or action in your helpdesk, you can set up a Webhook to automatically push specific information to an application through Freshdesk automations - ticket creation and ticket update rules.

You can configure as many Webhooks for event triggers as you want but execute them only based on the API rate limit for your account. Any webhooks beyond that limit will be postponed to the next hour if you schedule more than the assigned call rate. 

If the system postpones a webhook from execution for more than 24 hours, Freshdesk drops the webhook and sends the following alert email to the helpdesk admin.

Also, ensure to set-up webhooks with the correct URL and follow the proper syntax for the webhook content to avoid webhook failures during execution.

Please reach out to support@freshdesk.com to learn more about setting up webhooks for your business use-case more efficiently and avoid failures by keeping them within the API rate limit.

You can use the API https://developers.freshdesk.com/api/#list_all_ticket_notes to list all the conversations of a ticket. You can make use of a script to fetch the conversations of all the tickets as required. 

To know the tickets in which there are multiple conversations you can take an export of the tickets from the list view page. Choose the parameter 'Customer interaction' and if this is more than 1 it means the customer has replied to the ticket after creating it.

A webhook would be dropped only if it exceeds the permitted API rate limit of your Freshdesk Account. Please write to support@freshdesk.com with details regarding the webhook and use-case for which you had set it up. One of our agents would get in contact with you to discuss on making this more efficient for you, after which you could trigger the webhooks and keep it within the rate limit.

In Freshdesk, error codes may appear during various interactions and processes, indicating specific issues or anomalies that need attention. Understanding these error codes and their reasons can help diagnose and resolve the underlying problems efficiently. Below are some common error codes encountered in Freshdesk and the reasons they may occur:

HTTP STATUS CODE	TEXT	DESCRIPTION
200	OK	The request was successful, and the server responded with the requested data.
201	Created	The request was successful, and a new resource was created.
204	No Content	The request was successful, but there is no content to send in the response.
400	Client or Validation Error	The request body/query string is not in the correct format. For example, the Create a ticket API requires the requester_id field to be sent as part of the request and if it is missing, this status code is returned.
401	Authentication Failure	Indicates that the Authorization header is either missing or incorrect. You can learn more about the Authorization header here.
403	Access Denied	This indicates that the agent whose credentials were used in making this request was not authorized to perform this API call. It could be that this API call requires admin level credentials or perhaps the Freshdesk portal doesn't have the corresponding feature enabled. It could also indicate that the user has reached the maximum number of failed login attempts or that the account has reached the maximum number of agents
404	Requested Resource not Found	This status code is returned when the request contains invalid ID/Freshdesk domain in the URL or an invalid URL itself. For example, an API call to retrieve a ticket with an invalid ID will return a HTTP 404 status code to let you know that no such ticket exists.
405	Method not allowed	This API request used the wrong HTTP verb/method. For example, an API PUT request on /api/v2/tickets endpoint will return a HTTP 405 as /api/v2/tickets allows only GET and POST requests.
406	Unsupported Accept Header	Only application/json and */* are supported. When uploading files multipart/form-data is supported.
409	Inconsistent/Conflicting State	The resource that is being created/updated is in an inconsistent or conflicting state. For example, if you attempt to Create a Contact with an email that is already associated with an existing user, this code will be returned.
415	Unsupported Content-type	Content type application/xml is not supported. Only application/json is supported.
429	Rate Limit Exceeded	The API rate limit allotted for your Freshdesk domain has been exhausted.
500	Unexpected Server Error	Phew!! You can't do anything more here. This indicates an error at Freshdesk's side. Please email us your API script along with the response headers. We will reach you out to you and fix this ASAP.
502	Bad Gateway	The server, while acting as a gateway or proxy, received an invalid response from the upstream server.
503	Service Unavailable	The server is not ready to handle the request, possibly due to maintenance or overload.
504	Gateway Timeout	The server, while acting as a gateway or proxy, did not receive a timely response from the upstream server.

Freshdesk API documentation could be found under - https://developers.freshdesk.com/api. Using the information available here, you would be able to build your own account specific API based on your business requirements.