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.
- Category
- Case Management
- Pack
- 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
- incidentFetchInterval — Incidents Fetch Interval
- 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.