category: Case Management
sectionorder:
- Connect
- Collect
provider: Freshworks Inc.
commonfields:
  id: Freshdesk
  version: -1
configuration:
- defaultvalue: https://domain.freshdesk.com
  display: Server URL (e.g., https://demistohelp.freshdesk.com)
  name: url
  required: true
  type: 0
  section: Connect
- display: API Token. (You must enter either the API token or your Freshdesk credentials)
  name: token
  type: 4
  hidden: true
  required: false
  section: Connect
- name: token_creds
  type: 9
  displaypassword: API Token. (You must enter either the API token or your Freshdesk credentials)
  hiddenusername: true
  required: false
  section: Connect
- display: Trust any certificate (not secure)
  name: insecure
  type: 8
  required: false
  section: Connect
- display: Use system proxy settings
  name: proxy
  type: 8
  required: false
  section: Connect
- display: First fetch timestamp (<number> <time unit>, e.g., 12 hours, 7 days)
  name: fetch_time
  type: 0
  defaultvalue: 24 hours
  required: false
  section: Collect
- display: Username
  name: credentials
  type: 9
  required: false
  section: Connect
- display: Fetch incidents
  name: isFetch
  type: 8
  required: false
  section: Collect
- display: Incident type
  name: incidentType
  type: 13
  required: false
  section: Collect
- display: Incidents Fetch Interval
  name: incidentFetchInterval
  defaultvalue: '1'
  required: false
  type: 19
  advanced: true
  section: Collect
- defaultvalue: '50'
  display: Maximum number of incidents per fetch.
  name: maxFetch
  type: 0
  required: false
  section: Collect
description: 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.
display: Freshdesk
name: Freshdesk
script:
  commands:
  - arguments:
    - description: Subject of the ticket.
      name: subject
      required: true
    - description: Details of the issue that you are creating a ticket for.
      name: description
      required: true
    - defaultValue: '1'
      description: Priority of the ticket. Each number has a corresponding value. 1 - Low, 2 - Medium, 3 - High, 4 - Urgent. This argument accepts the priority number or string.
      name: priority
      predefined:
      - Low
      - Medium
      - High
      - Urgent
    - defaultValue: '2'
      description: Status of the ticket. Each number has a corresponding value. 2 - Open, 3 - Pending, 4 - Resolved, 5 - Closed, 6 - Waiting on Customer, 7 - Waiting on Third Party. This argument accepts the ticket status number or string.
      name: status
      predefined:
      - Open
      - Pending
      - Resolved
      - Closed
      - Waiting on Customer
      - Waiting on Third Party
    - description: Email address or a Twitter handle of the requesting user. If an email address is entered and no contact exists with this email address in Freshdesk, it will be added as a new contact. If a Twitter handle is entered and no contact exists with this handle in Freshdesk, it will be added as a new contact.
      name: identifier
      required: true
    - description: ID or name of the group or agent to assign the ticket to. Use the `fd-list-groups` command to find potential assignees.
      name: responder
    - description: CSV list of entry IDs of files to attach to the ticket, e.g., "468@73f988d1-bda2-4adc-8e02-926f02190070,560@73f988d1-bda2-4adc-8e02-926f02190070". The total size of these attachments cannot exceed 15MB.
      isArray: true
      name: attachments
    - description: Additional, optional ticket fields. Format - "field=value" where field value pairs are delimited from subsequent pairs by a semicolon symbol ';' and where values that are lists are delimited by commas ',', e.g., "name=Example Example;email=example@example.com;tags=new,attention needed,billing related".
      isArray: true
      name: additional_fields
      predefined:
      - name
      - requester_id
      - facebook_id
      - phone
      - unique_external_id
      - type
      - cc_emails
      - due_by
      - email_config_id
      - fr_due_by
      - product_id
      - source
      - tags
      - company_id
      - email
      - twitter_id
      - responder_id
      - group_id
    description: Creates a new Freshdesk ticket.
    name: fd-create-ticket
    outputs:
    - contextPath: Freshdesk.Ticket.ID
      description: ID number of the ticket.
      type: Number
    - contextPath: Freshdesk.Ticket.Priority
      description: Ticket priority.
      type: Number
    - contextPath: Freshdesk.Ticket.DueBy
      description: Timestamp that denotes when the ticket is due to be resolved.
      type: Date
    - contextPath: Freshdesk.Ticket.Subject
      description: Ticket subject.
      type: String
    - contextPath: Freshdesk.Ticket.Status
      description: Status of the ticket.
      type: Number
    - contextPath: Freshdesk.Ticket.RequesterID
      description: User ID of the requester.
      type: Number
    - contextPath: Freshdesk.Ticket.Tag
      description: Tags associated with the ticket.
      type: Unknown
    - contextPath: Freshdesk.Ticket.GroupID
      description: ID of the group the ticket was assigned to.
      type: Number
    - contextPath: Freshdesk.Ticket.Source
      description: The channel through which the ticket was created.
      type: Number
    - contextPath: Freshdesk.Ticket.CreatedAt
      description: Ticket creation timestamp.
      type: Date
    - contextPath: Freshdesk.Ticket.ResponderID
      description: ID of the agent the ticket was assigned to.
      type: Number
    - contextPath: Freshdesk.Ticket.FrDueBy
      description: Timestamp that denotes when the first response is due.
      type: Date
    - contextPath: Freshdesk.Ticket.AdditionalFields
      description: Additional fields and values that were entered using the 'additional_fields' arguments.
      type: Unknown
    - contextPath: Freshdesk.Ticket.Attachment.AttachmentURL
      description: URL to download the file attached to the ticket to your local machine.
      type: String
    - contextPath: Freshdesk.Ticket.Attachment.Name
      description: The name of the file attached to the ticket.
      type: Unknown
    - contextPath: Freshdesk.Ticket.Attachment.ContentType
      description: Content type of the file attached to the ticket.
      type: String
    - contextPath: Freshdesk.Ticket.Attachment.ID
      description: ID number for the file attached to the ticket.
      type: Unknown
    - contextPath: Freshdesk.Ticket.Attachment.Size
      description: Size of the file attached to the ticket.
      type: String
  - arguments:
    - description: ID number of the ticket to fetch.
      name: id
      required: true
    - description: If set to `true`, the ticket requester's ID, email address, mobile number, name, and phone number will be included in the ticket's output. Note that this is not set by default because setting this to 'true' will consume an additional API credit per API call. To see more details, please turn to the Freshdesk API documentation - https://developers.freshdesk.com/api/#embedding
      name: include_requester
      predefined:
      - 'true'
      - 'false'
    - description: If set to `true` then the ticket’s closed_at, resolved_at and first_responded_at time will be included in the response. Note that this is not set by default because setting this to 'true' will consume an additional API credit per API call. To see more details, please turn to the Freshdesk API documentation - https://developers.freshdesk.com/api/#embedding
      name: include_stats
      predefined:
      - 'true'
      - 'false'
    description: Gets details of a ticket, specified by the ticket ID number.
    name: fd-get-ticket
    outputs:
    - contextPath: Freshdesk.Ticket.ID
      description: ID number of the fetched ticket.
      type: Number
    - contextPath: Freshdesk.Ticket.Priority
      description: Ticket priority.
      type: Number
    - contextPath: Freshdesk.Ticket.DueBy
      description: Timestamp that denotes when the ticket is due to be resolved.
      type: Date
    - contextPath: Freshdesk.Ticket.Subject
      description: Ticket subject.
      type: String
    - contextPath: Freshdesk.Ticket.Status
      description: Ticket status.
      type: Number
    - contextPath: Freshdesk.Ticket.RequesterID
      description: User ID of the requester.
      type: Number
    - contextPath: Freshdesk.Ticket.Tag
      description: Tags associated with the ticket.
      type: Unknown
    - contextPath: Freshdesk.Ticket.GroupID
      description: ID of the group the ticket was assigned to.
      type: Number
    - contextPath: Freshdesk.Ticket.Source
      description: The channel through which the ticket was created.
      type: Number
    - contextPath: Freshdesk.Ticket.CreatedAt
      description: Ticket creation timestamp.
      type: Date
    - contextPath: Freshdesk.Ticket.ResponderID
      description: ID of the agent the ticket was assigned to.
      type: Number
    - contextPath: Freshdesk.Ticket.FrDueBy
      description: Timestamp that denotes when the first response is due.
      type: Date
    - contextPath: Freshdesk.Ticket.Conversation
      description: Conversations associated with this ticket.
      type: Unknown
    - contextPath: Freshdesk.Ticket.Attachment.AttachmentURL
      description: URL to download the file attached to the ticket to your local machine.
      type: Unknown
    - contextPath: Freshdesk.Ticket.Attachment.Name
      description: The name of the file attached to the ticket.
      type: Unknown
    - contextPath: Freshdesk.Ticket.Attachment.ContentType
      description: Content type of the file attached to the ticket.
      type: String
    - contextPath: Freshdesk.Ticket.Attachment.ID
      description: ID number of the file attached to the ticket.
      type: Unknown
    - contextPath: Freshdesk.Ticket.Attachment.Size
      description: Size of the file attached to the ticket.
      type: String
    - contextPath: Freshdesk.Ticket.UpdatedAt
      description: Ticket update timestamp.
      type: Date
  - arguments:
    - description: Subject of the ticket.
      name: subject
    - defaultValue: '2'
      description: Status of the ticket. Each number has a corresponding value. 2 is Open, 3 is Pending, 4 is Resolved, 5 is Closed, 6 is Waiting on Customer, 7 is Waiting on Third Party. Acceptable values for this command argument are the digits 2,3,4,5,6,7, or their corresponding strings 'Open','Pending','Resolved','Closed','Waiting on Customer','Waiting on Third Party'.
      name: status
      predefined:
      - Open
      - Pending
      - Resolved
      - Closed
      - Waiting on Customer
      - Waiting on Third Party
    - defaultValue: '1'
      description: Priority of the ticket. Each number has a corresponding value. 1 is Low, 2 is Medium, 3 is High, 4 is Urgent. Acceptable values for this command argument are the digits 1,2,3,4, or their corresponding strings 'Low','Medium','High','Urgent'.
      name: priority
      predefined:
      - Low
      - Medium
      - High
      - Urgent
    - description: HTML content of the ticket.
      name: description
    - description: ID number of the ticket to update.
      name: id
      required: true
    - description: Update which agent is assigned to respond to this ticket by entering either their unique agent ID, name, or email.
      name: assigned_agent
    - description: Update the group assigned to respond to this ticket by entering the group's unique ID or the name of the group.
      name: assigned_group
    - description: Fields not included in the default command arguments that you wish to enter the value for. Format - "field=value" where field value pairs are delimited from subsequent pairs by a semicolon symbol ';' and where values that are lists are delimited by commas ','. E.g. - "name=Example Example;email=example@example.com;tags=new,attention needed,billing related".
      isArray: true
      name: additional_fields
      predefined:
      - name
      - requester_id
      - email
      - facebook_id
      - phone
      - twitter_id
      - unique_external_id
      - type
      - attachments
      - email_config_id
      - product_id
      - source
      - tags
      - company_id
      - due_by
      - fr_due_by
    description: Update the ticket specified by the ID.
    name: fd-update-ticket
    outputs:
    - contextPath: Freshdesk.Ticket.ID
      description: ID of the updated ticket.
      type: Number
    - contextPath: Freshdesk.Ticket.Priority
      description: Ticket priority.
      type: Number
    - contextPath: Freshdesk.Ticket.DueBy
      description: Timestamp that denotes when the ticket is due to be resolved.
      type: Date
    - contextPath: Freshdesk.Ticket.Subject
      description: Ticket subject.
      type: String
    - contextPath: Freshdesk.Ticket.Status
      description: Ticket status.
      type: Number
    - contextPath: Freshdesk.Ticket.RequesterID
      description: User ID of the requester.
      type: Number
    - contextPath: Freshdesk.Ticket.Tag
      description: Tags associated with the ticket.
      type: Unknown
    - contextPath: Freshdesk.Ticket.GroupID
      description: ID of the group assigned to the ticket.
      type: Number
    - contextPath: Freshdesk.Ticket.Source
      description: The channel through which the ticket was created.
      type: Number
    - contextPath: Freshdesk.Ticket.CreatedAt
      description: Ticket creation timestamp.
      type: Date
    - contextPath: Freshdesk.Ticket.ResponderId
      description: ID of the agent the ticket was assigned to.
      type: Number
    - contextPath: Freshdesk.Ticket.FrDueBy
      description: Timestamp that denotes when the first response is due.
      type: Date
    - contextPath: Freshdesk.Ticket.UpdatedAt
      description: Ticket update timestamp.
      type: Date
    - contextPath: Freshdesk.Ticket.AdditionalFields
      description: Additional fields and values that were updated using the 'additional_fields' argument.
      type: Unknown
    - contextPath: Freshdesk.Ticket.Attachment.AttachmentURL
      description: URL to download the file attached to the ticket to your local machine.
      type: Unknown
    - contextPath: Freshdesk.Ticket.Attachment.Name
      description: The name of the file attached to the ticket.
      type: Unknown
    - contextPath: Freshdesk.Ticket.Attachment.ContentType
      description: Content type of the attached file.
      type: String
    - contextPath: Freshdesk.Ticket.Attachment.ID
      description: ID number for the attached file.
      type: Unknown
    - contextPath: Freshdesk.Ticket.Attachment.Size
      description: Size of the attached file in bytes.
      type: String
  - arguments:
    - description: mobile number to filter the contacts by.
      name: mobile
    - description: phone number to filter contacts by.
      name: phone
    - description: The state of contacts by which you want to filter the contacts.
      name: state
      predefined:
      - blocked
      - deleted
      - unverified
      - verified
    - description: Return contacts that have been updated after the timestamp given as this argument value. Acceptable format is 'YYYY-MM-DDTHH:MM:SSZ' E.g. '2018-01-19T02:00:00Z'.
      name: updated_since
    description: List all contacts matching the specified filters. If no filters are provided then all unblocked and undeleted contacts will be returned.
    name: fd-list-contacts
    outputs:
    - contextPath: Freshdesk.Contact.Active
      description: Set to true if the contact has been verified.
      type: Boolean
    - contextPath: Freshdesk.Contact.Address
      description: Address of the contact.
      type: String
    - contextPath: Freshdesk.Contact.CompanyID
      description: ID of the primary company to which this contact belongs.
      type: Number
    - contextPath: Freshdesk.Contact.ViewAllTickets
      description: Set to true if the contact can see all tickets that are associated with the company to which s/he belong.
      type: Boolean
    - contextPath: Freshdesk.Contact.Deleted
      description: Set to true if the contact has been deleted.
      type: Boolean
    - contextPath: Freshdesk.Contact.Description
      description: A short description of the contact.
      type: String
    - contextPath: Freshdesk.Contact.Email
      description: Primary email address of the contact.
      type: String
    - contextPath: Freshdesk.Contact.ID
      description: ID of the contact.
      type: Number
    - contextPath: Freshdesk.Contact.JobTitle
      description: Job Title of the contact.
      type: String
    - contextPath: Freshdesk.Contact.Language
      description: Language of the contact.
      type: String
    - contextPath: Freshdesk.Contact.Mobile
      description: Mobile number of the contact.
      type: Number
    - contextPath: Freshdesk.Contact.Name
      description: Name of the contact.
      type: String
    - contextPath: Freshdesk.Contact.Phone
      description: Telephone number of the contact.
      type: Number
    - contextPath: Freshdesk.Contact.Tag
      description: Tags associated with this contact.
      type: Unknown
    - contextPath: Freshdesk.Contact.TimeZone
      description: Time zone in which the contact resides.
      type: String
    - contextPath: Freshdesk.Contact.TwitterID
      description: Twitter handle of the contact.
      type: String
    - contextPath: Freshdesk.Contact.UniqueExternalID
      description: External ID of the contact.
      type: String
    - contextPath: Freshdesk.Contact.CreatedAt
      description: Contact creation stamp.
      type: Date
    - contextPath: Freshdesk.Contact.UpdatedAt
      description: Contact updated timestamp.
      type: Date
  - arguments:
    - description: ID of the contact you wish to view the details of. To find ID numbers for your contacts try executing the 'fd-list-contacts' command.
      name: id
    - description: Mobile number of the contact you wish to view the details of.
      name: mobile
    - description: Email address of the contact you wish to view the details of.
      name: email
    description: View the details of the contact specified by the ID number.
    name: fd-get-contact
    outputs:
    - contextPath: Freshdesk.Contact.Active
      description: Set to true if the contact has been verified.
      type: Boolean
    - contextPath: Freshdesk.Contact.Address
      description: Address of the contact.
      type: String
    - contextPath: Freshdesk.Contact.CompanyID
      description: ID of the primary company to which this contact belongs.
      type: Number
    - contextPath: Freshdesk.Contact.ViewAllTickets
      description: Set to true if the contact can see all tickets that are associated with the company to which s/he belong.
      type: Boolean
    - contextPath: Freshdesk.Contact.Deleted
      description: Set to true if the contact has been deleted.
      type: Boolean
    - contextPath: Freshdesk.Contact.Description
      description: A short description of the contact.
      type: String
    - contextPath: Freshdesk.Contact.Email
      description: Primary email address of the contact.
      type: String
    - contextPath: Freshdesk.Contact.Id
      description: ID of the contact.
      type: Number
    - contextPath: Freshdesk.Contact.JobTitle
      description: Job Title of the contact.
      type: String
    - contextPath: Freshdesk.Contact.Language
      description: Language of the contact.
      type: String
    - contextPath: Freshdesk.Contact.Mobile
      description: Mobile number of the contact.
      type: Number
    - contextPath: Freshdesk.Contact.Name
      description: Name of the contact.
      type: String
    - contextPath: Freshdesk.Contact.Phone
      description: Telephone number of the contact.
      type: Number
    - contextPath: Freshdesk.Contact.Tag
      description: Tags associated with this contact.
      type: Unknown
    - contextPath: Freshdesk.Contact.TimeZone
      description: Time zone in which the contact resides.
      type: String
    - contextPath: Freshdesk.Contact.TwitterID
      description: Twitter handle of the contact.
      type: String
    - contextPath: Freshdesk.Contact.UniqueExternalID
      description: External ID of the contact.
      type: String
    - contextPath: Freshdesk.Contact.CreatedAt
      description: Contact creation timestamp.
      type: Date
    - contextPath: Freshdesk.Contact.UpdatedAt
      description: Contact updated timestamp.
      type: Date
  - description: List all Canned Response Folders (Only users with Admin Privileges).
    name: fd-list-canned-response-folders
    outputs:
    - contextPath: Freshdesk.CRFolder.ID
      description: Unique ID of the canned response folder.
      type: Number
    - contextPath: Freshdesk.CRFolder.Name
      description: Name of the canned response folder.
      type: String
    - contextPath: Freshdesk.CRFolder.Personal
      description: Set true if the folder can only be accessed by you.
      type: Boolean
    - contextPath: Freshdesk.CRFolder.ResponsesCount
      description: Number of canned responses in the folder.
      type: Number
    - contextPath: Freshdesk.CRFolder.CreatedAt
      description: Canned Response Folder's creation timestamp.
      type: Date
    - contextPath: Freshdesk.CRFolder.UpdatedAt
      description: Canned Response Folder's updated timestamp.
      type: Date
  - arguments:
    - description: ID of the Folder containing the Canned Responses you wish to view the details of. To find ID numbers for your Canned Response folders try executing the 'fd-list-canned-response-folders' command.
      name: id
      required: true
    description: View the details of all the Canned Responses in a Folder.
    name: fd-get-canned-response-folder
    outputs:
    - contextPath: Freshdesk.CRFolder.CR.ID
      description: Unique ID of the canned response.
      type: Number
    - contextPath: Freshdesk.CRFolder.CR.Title
      description: Title of the canned response.
      type: String
    - contextPath: Freshdesk.CRFolder.CR.FolderID
      description: ID of the containing folder.
      type: Number
    - contextPath: Freshdesk.CRFolder.CR.Content
      description: Plaintext version of the canned response content.
      type: String
    - contextPath: Freshdesk.CRFolder.CR.ContentHTML
      description: HTML version of the canned response content.
      type: String
    - contextPath: Freshdesk.CRFolder.CR.Attachment.AttachmentURL
      description: URL to download the file attached to the ticket to your local machine.
      type: String
    - contextPath: Freshdesk.CRFolder.CR.Attachment.Name
      description: The name of the file attached to the ticket.
      type: String
    - contextPath: Freshdesk.CRFolder.CR.Attachment.ContentType
      description: Content type of the file attached to the ticket.
      type: String
    - contextPath: Freshdesk.CRFolder.CR.Attachment.ID
      description: ID number for the file attached to the ticket.
      type: Number
    - contextPath: Freshdesk.CRFolder.CR.Attachment.Size
      description: Size of the file attached to the file.
      type: Number
  - description: Lists all groups.
    name: fd-list-groups
    outputs:
    - contextPath: Freshdesk.Group.AgentID
      description: Array of agent user IDs separated by commas.
      type: Unknown
    - contextPath: Freshdesk.Group.AutoTicketAssign
      description: Set to true when automatic ticket assignment was enabled. Automatic ticket assignment is only available on certain plans.
      type: Boolean
    - contextPath: Freshdesk.Group.BusinessHourID
      description: Unique ID of the business hour associated with the group.
      type: Number
    - contextPath: Freshdesk.Group.Description
      description: Description of the group.
      type: String
    - contextPath: Freshdesk.Group.EscalateTo
      description: The ID of the user that an escalation email is sent to if a ticket is unassigned.
      type: Number
    - contextPath: Freshdesk.Group.ID
      description: Unique ID of the group.
      type: Number
    - contextPath: Freshdesk.Group.Name
      description: Name of the group.
      type: String
    - contextPath: Freshdesk.Group.UnassignedFor
      description: The time after which an escalation email is sent if a ticket remains unassigned.
      type: String
    - contextPath: Freshdesk.Group.CreatedAt
      description: Group creation timestamp.
      type: Date
    - contextPath: Freshdesk.Group.UpdatedAt
      description: Grup updated timestamp.
      type: Date
    - contextPath: Freshdesk.Group.GroupType
      description: Group Type of the group.
      type: String
  - arguments:
    - description: ID of the ticket to add a reply to.
      name: ticket_id
      required: true
    - description: Content of the reply (in HTML format).
      name: body
      required: true
    - description: The email address from which the reply is sent. By default, the global support email is used.
      name: from_email
    - description: ID of the agent who is adding the reply to the ticket.
      name: user_id
    - description: CSV list of email addresses to add to the 'cc' field of the outgoing ticket email, e.g., "example1@example.com,example2@example.com,example3@example.com".
      isArray: true
      name: cc_emails
    - description: CSV list of email addresses to add to the 'bcc' field of the outgoing ticket email, e.g., "example1@example.com,example2@example.com,example3@example.com".
      isArray: true
      name: bcc_emails
    - description: CSV list of Entry IDs of files to attach to the reply, e.g., "468@73f988d1-bda2-4adc-8e02-926f02190070,560@73f988d1-bda2-4adc-8e02-926f02190070". The total size of these attachments cannot exceed 15MB.
      isArray: true
      name: attachments
    description: Adds a reply to a specified ticket.
    name: fd-ticket-reply
    outputs:
    - contextPath: Freshdesk.Ticket.Conversation.BodyHTML
      description: Content of the conversation (in HTML format).
      type: String
    - contextPath: Freshdesk.Ticket.Conversation.BodyText
      description: Content of the conversation (in plain text format).
      type: String
    - contextPath: Freshdesk.Ticket.Conversation.ID
      description: ID of the conversation.
      type: Number
    - contextPath: Freshdesk.Ticket.Conversation.Incoming
      description: Set to true when a particular conversation should appear as being created outside of the web portal.
      type: Boolean
    - contextPath: Freshdesk.Ticket.Conversation.ToEmail
      description: Array of email addresses of agents/users who need to be notified about this conversation.
      type: Unknown
    - contextPath: Freshdesk.Ticket.Conversation.Private
      description: Set to true if the note is private.
      type: Boolean
    - contextPath: Freshdesk.Ticket.Conversation.Source
      description: Denotes the type of conversation.
      type: Number
    - contextPath: Freshdesk.Ticket.Conversation.SupportEmail
      description: Email address from which the reply is sent. For notes.
      type: String
    - contextPath: Freshdesk.Ticket.Conversation.TicketID
      description: ID of the ticket that the conversation was added to.
      type: Number
    - contextPath: Freshdesk.Ticket.Conversation.UserID
      description: ID of the agent/user who added the conversation.
      type: Number
    - contextPath: Freshdesk.Ticket.Conversation.CreatedAt
      description: Conversation creation timestamp.
      type: Date
    - contextPath: Freshdesk.Ticket.Conversation.UpdatedAt
      description: Conversation updated timestamp.
      type: Date
    - contextPath: Freshdesk.Ticket.Conversation.FromEmail
      description: The email address that the reply was sent from. By default.
      type: String
    - contextPath: Freshdesk.Ticket.Conversation.Attachment.AttachmentURL
      description: URL of the file attached to the ticket.
      type: String
    - contextPath: Freshdesk.Ticket.Conversation.Attachment.Name
      description: The name of the file attached to the ticket.
      type: String
    - contextPath: Freshdesk.Ticket.Conversation.Attachment.ContentType
      description: Content type of the file attached to the ticket.
      type: String
    - contextPath: Freshdesk.Ticket.Conversation.Attachment.ID
      description: ID number of the file attached to the ticket.
      type: Number
    - contextPath: Freshdesk.Ticket.Conversation.Attachment.Size
      description: Size of the file attached to the ticket.
      type: Number
  - arguments:
    - description: ID of the ticket for which you would like to list all of its conversations.
      name: ticket_id
      required: true
    description: Lists all replies and notes for a specified ticket.
    name: fd-get-ticket-conversations
    outputs:
    - contextPath: Freshdesk.Ticket.Conversation.BodyHTML
      description: Content of the conversation (in HTML format).
      type: String
    - contextPath: Freshdesk.Ticket.Conversation.BodyText
      description: Content of the conversation (in plain text format).
      type: String
    - contextPath: Freshdesk.Ticket.Conversation.ID
      description: ID of the conversation.
      type: Number
    - contextPath: Freshdesk.Ticket.Conversation.Incoming
      description: Set to true when a particular conversation should appear as being created outside of the web portal.
      type: Boolean
    - contextPath: Freshdesk.Ticket.Conversation.ToEmail
      description: Array of email addresses of agents/users who need to be notified about this conversation.
      type: Unknown
    - contextPath: Freshdesk.Ticket.Conversation.Private
      description: Set to true if the note is private.
      type: Boolean
    - contextPath: Freshdesk.Ticket.Conversation.Source
      description: Denotes the type of conversation.
      type: Number
    - contextPath: Freshdesk.Ticket.Conversation.SupportEmail
      description: Email address from which the reply is sent. For notes.
      type: String
    - contextPath: Freshdesk.Ticket.Conversation.TicketID
      description: ID of the ticket that the conversation was added to.
      type: Number
    - contextPath: Freshdesk.Ticket.Conversation.UserID
      description: ID of the agent/user who added the conversation.
      type: Number
    - contextPath: Freshdesk.Ticket.Conversation.CreatedAt
      description: Conversation creation timestamp.
      type: Date
    - contextPath: Freshdesk.Ticket.Conversation.UpdatedAt
      description: Conversation updated timestamp.
      type: Date
    - contextPath: Freshdesk.Ticket.Conversation.FromEmail
      description: The email address that the reply was sent from. By default.
      type: String
    - contextPath: Freshdesk.Ticket.Conversation.Attachment.AttachmentURL
      description: URL of the file attached to the ticket.
      type: String
    - contextPath: Freshdesk.Ticket.Conversation.Attachment.Name
      description: The name of the file attached to the ticket.
      type: String
    - contextPath: Freshdesk.Ticket.Conversation.Attachment.ContentType
      description: Content type of the file attached to the ticket.
      type: String
    - contextPath: Freshdesk.Ticket.Conversation.Attachment.ID
      description: ID number of the file attached to the ticket.
      type: Number
    - contextPath: Freshdesk.Ticket.Conversation.Attachment.Size
      description: Size of the file attached to the ticket.
      type: Number
  - arguments:
    - description: Mobile phone number to filter agents by. Enter the number without dashes or spaces between the numbers. Numbers should be entered as they appear in your Freshdesk web portal. If the number appears in your web portal with a plus sign and country code, then that is how you should enter here, e.g., '+972501231231'.
      name: mobile
    - description: Telephone number to filter agents by. Enter the number without dashes or spaces between the numbers. Numbers should be entered as they appear in your Freshdesk web portal. If the number appears in your web portal with a plus sign and country code, then that is how you should enter it here, e.g., '+972501231231'.
      name: phone
    - description: List all agents who are either 'fulltime' or 'occasional'.
      name: state
      predefined:
      - fulltime
      - occasional
    description: Returns a list of agents that match the filter criteria.
    name: fd-list-agents
    outputs:
    - contextPath: Freshdesk.Agent.Available
      description: Set to `true` when the agent is in a group that has enabled "Automatic Ticket Assignment" and is accepting new tickets.
      type: Boolean
    - contextPath: Freshdesk.Agent.AvailableSince
      description: Timestamp that denotes when the agent became available/unavailable (depending on the value of the 'available' attribute).
      type: Date
    - contextPath: Freshdesk.Agent.ID
      description: User ID of the agent.
      type: Number
    - contextPath: Freshdesk.Agent.Occasional
      description: Set to true when the agent is an occasional agent (true => occasional.
      type: Boolean
    - contextPath: Freshdesk.Agent.Signature
      description: Signature of the agent (in HTML format).
      type: String
    - contextPath: Freshdesk.Agent.TicketScope
      description: |-
        Ticket permission of the agent
        (1 - Global Access, 2 - Group Access, 3 - Restricted Access).
      type: Number
    - contextPath: Freshdesk.Agent.GroupID
      description: Group IDs associated with the agent.
      type: Unknown
    - contextPath: Freshdesk.Agent.RoleID
      description: Role IDs associated with the agent.
      type: Unknown
    - contextPath: Freshdesk.Agent.CreatedAt
      description: Agent creation timestamp.
      type: Date
    - contextPath: Freshdesk.Agent.UpdatedAt
      description: Agent updated timestamp.
      type: Date
    - contextPath: Freshdesk.Agent.Contact.Active
      description: Set to true when the agent is verified.
      type: Boolean
    - contextPath: Freshdesk.Agent.Contact.Email
      description: Email Address of the agent.
      type: String
    - contextPath: Freshdesk.Agent.Contact.JobTitle
      description: Job title of the agent.
      type: String
    - contextPath: Freshdesk.Agent.Contact.Language
      description: Language of the agent. Default language is "en".
      type: String
    - contextPath: Freshdesk.Agent.Contact.LastLoginAt
      description: Timestamp of the agent's last successful login.
      type: Date
    - contextPath: Freshdesk.Agent.Contact.Mobile
      description: Mobile number of the agent.
      type: Number
    - contextPath: Freshdesk.Agent.Contact.Name
      description: Name of the agent.
      type: String
    - contextPath: Freshdesk.Agent.Contact.Phone
      description: Telephone number of the agent.
      type: Number
    - contextPath: Freshdesk.Agent.Contact.TimeZone
      description: Time zone of the agent.
      type: String
    - contextPath: Freshdesk.Agent.Contact.CreatedAt
      description: Contact creation timestamp.
      type: Date
    - contextPath: Freshdesk.Agent.Contact.UpdatedAt
      description: Contact updated timestamp.
      type: Date
    - contextPath: Freshdesk.Agent.Type
      description: Type of agent.
      type: String
  - arguments:
    - description: ID of the ticket to make a note for.
      name: ticket_id
      required: true
    - description: Content of the note (in HTML format).
      name: body
      required: true
    - description: Set to false if the note is public.
      name: private
      predefined:
      - 'true'
      - 'false'
    - description: ID of the agent who is adding the note. To find agent ID numbers, run the 'fd-list-agents' command.
      name: user_id
    - description: CSV list of agent email addresses to be notify about this note, e.g., "example1@example.com,example2@example.com,example3@example.com".
      isArray: true
      name: notify_emails
    - description: Set to true if a particular note should appear as being created outside of the web portal.
      name: incoming
      predefined:
      - 'true'
      - 'false'
    - description: CSV list of entry IDs of files to attach to the note, e.g., "468@73f988d1-bda2-4adc-8e02-926f02190070,560@73f988d1-bda2-4adc-8e02-926f02190070". The total size of these attachments cannot exceed 15MB.
      isArray: true
      name: attachments
    description: Creates a note for a specified ticket. By default, notes are private. To make a note public, set the 'private' argument to false.
    name: fd-create-ticket-note
    outputs:
    - contextPath: Freshdesk.Ticket.Conversation.BodyHTML
      description: Content of the conversation (in HTML).
      type: String
    - contextPath: Freshdesk.Ticket.Conversation.BodyText
      description: Content of the conversation (in plain text).
      type: String
    - contextPath: Freshdesk.Ticket.Conversation.ID
      description: ID of the conversation.
      type: Number
    - contextPath: Freshdesk.Ticket.Conversation.Incoming
      description: Set to true when a particular conversation should appear as being created outside of the web portal.
      type: Boolean
    - contextPath: Freshdesk.Ticket.Conversation.ToEmail
      description: List of agent/user email addresses of agents/users who need to be notified about this conversation.
      type: Unknown
    - contextPath: Freshdesk.Ticket.Conversation.Private
      description: Is the conversation private.
      type: Boolean
    - contextPath: Freshdesk.Ticket.Conversation.Source
      description: Conversation type.
      type: Number
    - contextPath: Freshdesk.Ticket.Conversation.SupportEmail
      description: Email address the reply is sent from. For notes.
      type: String
    - contextPath: Freshdesk.Ticket.Conversation.TicketID
      description: ID of the ticket the conversation was added to.
      type: Number
    - contextPath: Freshdesk.Ticket.Conversation.UserID
      description: ID of the agent/user who added the conversation.
      type: Number
    - contextPath: Freshdesk.Ticket.Conversation.CreatedAt
      description: Conversation creation timestamp.
      type: Date
    - contextPath: Freshdesk.Ticket.Conversation.UpdatedAt
      description: Conversation updated timestamp.
      type: Date
    - contextPath: Freshdesk.Ticket.Conversation.FromEmail
      description: The email address that the reply/note was sent from. By default.
      type: String
    - contextPath: Freshdesk.Ticket.Conversation.Attachment.AttachmentURL
      description: URL of the file attached to the ticket.
      type: String
    - contextPath: Freshdesk.Ticket.Conversation.Attachment.Name
      description: The name of the file attached to the ticket.
      type: String
    - contextPath: Freshdesk.Ticket.Conversation.Attachment.ContentType
      description: Content type of the file attached to the ticket.
      type: String
    - contextPath: Freshdesk.Ticket.Conversation.Attachment.ID
      description: ID number of the file attached to the ticket.
      type: Number
    - contextPath: Freshdesk.Ticket.Conversation.Attachment.Size
      description: ize of the file attached to the ticket.
      type: Number
  - arguments:
    - description: ID of the ticket to delete.
      name: id
      required: true
    description: Deletes a ticket.
    name: fd-delete-ticket
  - arguments:
    - description: |-
        Predefined filters for filtering tickets. The options are:
        'new_and_my_open' - New and my open tickets.
        'watching' - Tickets I'm watching.
        'spam' - Tickets that have been marked as spam.
        'deleted' - Tickets that have been soft-deleted, aka moved to Trash.
      name: filter
      predefined:
      - new_and_my_open
      - watching
      - spam
      - deleted
    - description: Filter results by the ticket requester's email address or ID. To find your contacts' ID numbers or email addresses, run the 'fd-list-contacts' command.
      name: requester
    - description: By default, tickets created within the previous 30 days are returned. For older tickets, use this filter ("2015-01-19T02:00:00Z").
      name: updated_since
    - description: Field for ordering the list of tickets. The default sort order uses the 'created_at' field.
      name: order_by
      predefined:
      - created_at
      - due_by
      - updated_at
      - status
    - description: Return list results in ascending or descending order according to the order_by value, default is descending.
      name: order_type
      predefined:
      - asc
      - desc
    - description: If set to 'true' then ticket’s closed_at, resolved_at and first_responded_at time will be included. Note that this is not set by default because setting this to 'true' will consume an additional 2 API credits per API call. To see more details, see the Freshdesk API documentation - https://developers.freshdesk.com/api/#embedding
      name: include_stats
      predefined:
      - 'true'
      - 'false'
    - description: If set to 'true' then the ticket requester's ID, email address, mobile number, name, and phone number are included in the ticket's output for each ticket. Note that this is not set by default because setting this to 'true' will consume an additional 2 API credits per API call. To see more details, see the Freshdesk API documentation - https://developers.freshdesk.com/api/#embedding
      name: include_requester
      predefined:
      - 'true'
      - 'false'
    - description: If set to 'true' then the ticket's description and description_text are included the tickets' outputs. Note that this is not set by default because setting this to 'true' will consume an additional 2 API credits per API call. To see more details, see the Freshdesk API documentation - https://developers.freshdesk.com/api/#embedding
      name: include_description
      predefined:
      - 'true'
      - 'false'
    - description: |-
        Filter tickets using a custom query.

        Format - "(ticket_field:integer OR ticket_field:'string') AND ticket_field:boolean"
        Example - "(type:'Question' OR type:'Problem') AND (due_by:>'2017-10-01' AND due_by:<'2017-10-07')"
        For more examples, see the Freshdesk API documentation https://developers.freshdesk.com/api/#filter_tickets

        Note that the custom_query argument cannot be used in conjunction with this command's other arguments.
      name: custom_query
    description: |-
      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.
    name: fd-search-tickets
    outputs:
    - contextPath: Freshdesk.Ticket.ID
      description: ID number of the fetched ticket.
      type: Number
    - contextPath: Freshdesk.Ticket.Priority
      description: Ticket priority.
      type: Number
    - contextPath: Freshdesk.Ticket.DueBy
      description: Timestamp that denotes when the ticket is due to be resolved.
      type: Date
    - contextPath: Freshdesk.Ticket.Subject
      description: Ticket subject.
      type: String
    - contextPath: Freshdesk.Ticket.Status
      description: Ticket status.
      type: Number
    - contextPath: Freshdesk.Ticket.RequesterID
      description: User ID of the requester.
      type: Number
    - contextPath: Freshdesk.Ticket.Tag
      description: Tags associated with the ticket.
      type: Unknown
    - contextPath: Freshdesk.Ticket.GroupID
      description: ID of the group the ticket was assigned to.
      type: Number
    - contextPath: Freshdesk.Ticket.Source
      description: The channel through which the ticket was created.
      type: Number
    - contextPath: Freshdesk.Ticket.CreatedAt
      description: Ticket creation timestamp.
      type: Date
    - contextPath: Freshdesk.Ticket.ResponderID
      description: ID of the agent the ticket was assigned to.
      type: Number
    - contextPath: Freshdesk.Ticket.FrDueBy
      description: Timestamp that denotes when the first response is due.
      type: Date
    - contextPath: Freshdesk.Ticket.Conversation
      description: Conversations associated with this ticket.
      type: Unknown
    - contextPath: Freshdesk.Ticket.Attachment.AttachmentURL
      description: URL to download the file attached to the ticket to your local machine.
      type: Unknown
    - contextPath: Freshdesk.Ticket.Attachment.Name
      description: The name of the file attached to the ticket.
      type: Unknown
    - contextPath: Freshdesk.Ticket.Attachment.ContentType
      description: Content type of the file attached to the ticket.
      type: String
    - contextPath: Freshdesk.Ticket.Attachment.ID
      description: ID number of the file attached to the ticket.
      type: Unknown
    - contextPath: Freshdesk.Ticket.Attachment.Size
      description: Size of the file attached to the ticket.
      type: String
  isfetch: true
  runonce: false
  script: '-'
  subtype: python3
  dockerimage: demisto/python3:3.12.13.10116658
  type: python
tests:
- Freshdesk-Test
fromversion: 5.0.0