Freshdesk

The Freshdesk integration allows you to create, update, and delete tickets; reply to and create notes for tickets as well as view Groups, Agents and Contacts.

Case Management · Freshdesk

Configuration parameters

  • url — Server URL (e.g., https://demistohelp.freshdesk.com) (required)
  • token — API Token. (You must enter either the API token or your Freshdesk credentials)
  • token_creds —
  • insecure — Trust any certificate (not secure)
  • proxy — Use system proxy settings
  • fetch_time — First fetch timestamp (<number> <time unit>, e.g., 12 hours, 7 days)
  • credentials — Username
  • isFetch — Fetch incidents
  • incidentType — Incident type
  • maxFetch — Maximum number of incidents per fetch.

Commands (14)

  • fd-create-ticket

    Creates a new Freshdesk ticket.

  • fd-create-ticket-note

    Creates a note for a specified ticket. By default, notes are private. To make a note public, set the 'private' argument to false.

  • fd-delete-ticket

    Deletes a ticket.

  • fd-get-canned-response-folder

    View the details of all the Canned Responses in a Folder.

  • fd-get-contact

    View the details of the contact specified by the ID number.

  • fd-get-ticket

    Gets details of a ticket, specified by the ticket ID number.

  • fd-get-ticket-conversations

    Lists all replies and notes for a specified ticket.

  • fd-list-agents

    Returns a list of agents that match the filter criteria.

  • fd-list-canned-response-folders

    List all Canned Response Folders (Only users with Admin Privileges).

  • fd-list-contacts

    List all contacts matching the specified filters. If no filters are provided then all unblocked and undeleted contacts will be returned.

  • fd-list-groups

    Lists all groups.

  • fd-search-tickets

    Returns a list of all tickets that match the filter criteria. If no filters are specified, all tickets from the last 30 days are returned. Note that this command can consume multiple API credits - this can occur if the count of tickets resulting from your query exceeds 30 - in that instance this command makes additional calls to the API to retrieve additional tickets matching your query.

  • fd-ticket-reply

    Adds a reply to a specified ticket.

  • fd-update-ticket

    Update the ticket specified by the ID.