Freshdesk integration

Overview

Freshdesk is a cloud-based helpdesk platform. This tool provides full CRUD operations for tickets and contacts. Tickets can be created with flexible requester identification (email, phone, Facebook ID, Twitter ID, requester ID, or external ID), configurable status, priority, and source. Contacts support custom fields and filtering. Freshdesk API uses Basic auth with the API key as username.

Node Type

Action — processes input items and produces output

Input / Output

Direction	Port(s)
Input	Input
Output	Output, Error

Credentials

This tool requires Freshdesk API credentials. See the Credentials Guide for setup instructions.

Resources

Resource	Value
Contact	contact
Ticket	ticket

Operations

Operation	Value	Description
Create	create	Create a new ticket (Ticket resource)
Delete	delete	Delete a ticket (Ticket resource)
Get	get	Get a ticket (Ticket resource)
Get Many	getAll	Get many tickets (Ticket resource)
Update	update	Update a ticket (Ticket resource)
Create	create	Create a new contact (Contact resource)
Delete	delete	Delete a contact (Contact resource)
Get	get	Get a contact (Contact resource)
Get Many	getAll	Get many contacts (Contact resource)
Update	update	Update a contact (Contact resource)

Parameters

Ticket: Create

Parameter	Type	Required	Default	Description
Requester Identification	options	Yes	requesterId	How to identify the requester for the ticket.
				Options: email, facebookId, phone, requesterId (the Freshdesk user ID), twitterId, uniqueExternalId
Requester Value	string	Yes	—	Value of the requester identification selected above. Supports expressions like {{ $json.email }}.
Status	options	Yes	pending	Status of the ticket.
				Options: closed, open, pending, resolved
Priority	options	Yes	low	Priority of the ticket.
				Options: low, medium, high, urgent
Source	options	Yes	portal	The channel through which the ticket was created.
				Options: chat, email, feedbackWidget, mobileHelp (Mobihelp), OutboundEmail, phone, portal
Options	collection	No	{}	Optional ticket fields. Add only the ones you need.
— Agent ID (agent)	string	No	—	ID of the agent to whom the ticket has been assigned. Find agent IDs via Freshdesk Admin > Agents.
— CC Emails (ccEmails)	string	No	—	Comma-separated email addresses to CC on the ticket.
— Company ID (company)	string	No	—	Company ID of the requester. Find company IDs via Freshdesk Admin > Companies.
— Description	string	No	—	HTML content of the ticket.
— Due By (dueBy)	dateTime	No	—	Timestamp that denotes when the ticket is due to be resolved.
— Email Config ID (emailConfigId)	number	No	—	ID of email config which is used for this ticket.
— FR Due By (frDueBy)	dateTime	No	—	Timestamp that denotes when the first response is due.
— Group ID (group)	string	No	—	ID of the group to which the ticket has been assigned. Find group IDs via Freshdesk Admin > Groups.
— Name	string	No	—	Name of the requester.
— Product ID (product)	string	No	—	ID of the product to which the ticket is associated. Find product IDs via Freshdesk Admin > Products.
— Subject	string	No	—	Subject of the ticket.
— Tags	string	No	—	Comma-separated tags associated with the ticket. Tags containing commas are not supported.
— Type	options	No	Question	Helps categorize the ticket according to different kinds of issues.
				Options: Feature Request, Incident, Problem, Question, Refund

Ticket: Get

Parameter	Type	Required	Default	Description
Ticket ID	string	Yes	—	ID of the ticket to retrieve. Supports expressions.

Ticket: Get Many

Parameter	Type	Required	Default	Description
Return All	boolean	No	false	Whether to return all results or only up to a given limit.
Limit	number	No	5	Max number of results to return. (shown when Return All is false)
Options	collection	No	{}	Filtering, sorting and expansion settings. Add only the ones you need.
— Company ID (companyId)	string	No	—	Filter tickets by company ID.
— Include	multiOptions	No	[]	Additional data to include in the response.
				Options: company, description, requester, stats
— Order	options	No	desc	Sort order ascending or descending.
				Options: asc, desc
— Order By (orderBy)	options	No	—	Sort collection by object attribute.
				Options: createdAt, dueBy, updatedAt
— Requester Email (requesterEmail)	string	No	—	Filter tickets by requester email address.
— Requester ID (requesterId)	string	No	—	Filter tickets by requester ID.
— Updated Since (updatedSince)	dateTime	No	—	Filter tickets updated since this date.

Ticket: Update

Parameter	Type	Required	Default	Description
Ticket ID	string	Yes	—	ID of the ticket to update. Supports expressions.
Update Fields	collection	No	{}	Fields to change on the ticket. Add only the ones you need.
— Agent ID (agent)	string	No	—	ID of the agent to whom the ticket has been assigned.
— CC Emails (ccEmails)	string	No	—	Comma-separated email addresses to CC.
— Company ID (company)	string	No	—	Company ID of the requester.
— Due By (dueBy)	dateTime	No	—	Timestamp that denotes when the ticket is due to be resolved.
— Email Config ID (emailConfigId)	number	No	—	ID of email config which is used for this ticket.
— FR Due By (frDueBy)	dateTime	No	—	Timestamp that denotes when the first response is due.
— Group ID (group)	string	No	—	ID of the group to which the ticket has been assigned.
— Name	string	No	—	Name of the requester.
— Priority	options	No	low	Priority of the ticket.
				Options: low, medium, high, urgent
— Product ID (product)	string	No	—	ID of the product to which the ticket is associated.
— Requester Identification (requester)	options	No	requesterId	How to identify the requester for the ticket.
				Options: email, facebookId, phone, requesterId, twitterId, uniqueExternalId
— Requester Value (requesterIdentificationValue)	string	No	—	Value of the requester identification selected.
— Source	options	No	portal	The channel through which the ticket was created.
				Options: chat, email, feedbackWidget, mobileHelp (Mobihelp), OutboundEmail, phone, portal
— Status	options	No	pending	Status of the ticket.
				Options: open, pending, resolved, closed
— Tags	string	No	—	Comma-separated tags associated with the ticket. Tags containing commas are not supported.
— Type	options	No	Question	Helps categorize the ticket.
				Options: Feature Request, Incident, Problem, Question, Refund

Ticket: Delete

Parameter	Type	Required	Default	Description
Ticket ID	string	Yes	—	ID of the ticket to delete. Supports expressions.

Contact: Create

Parameter	Type	Required	Default	Description
Name	string	Yes	—	Name of the contact. Supports expressions.
Email	string	No	—	Primary email address of the contact. Supports expressions.
Additional Fields	collection	No	{}	Optional contact attributes. Add only the ones you need.
— Address	string	No	—	Address of the contact.
— Company ID (company_id)	number	No	—	ID of the primary company to which this contact belongs.
— Custom Fields (customFields)	fixedCollection	No	[]	Key value pairs containing custom field names and values. Dates must be in YYYY-MM-DD format.
— — Name	string	No	—	Custom field name.
— — Value	string	No	—	Custom field value.
— Description	string	No	—	A short description of the contact.
— Job Title (job_title)	string	No	—	Job title of the contact.
— Language	string	No	—	Language of the contact (default “en”). Requires Multiple Language feature.
— Mobile	string	No	—	Mobile number of the contact.
— Other Companies (other_companies)	string	No	—	Comma-separated additional company IDs. Requires Multiple Companies feature (Estate plan and above).
— Other Emails (other_emails)	string	No	—	Comma-separated additional email addresses.
— Phone	string	No	—	Telephone number of the contact.
— Tags	string	No	—	Comma-separated tags associated with the contact. Tags containing commas are not supported.
— Time Zone (time_zone)	string	No	—	Time zone of the contact. Requires Multiple Time Zone feature.
— Twitter ID (twitter_id)	string	No	—	Twitter handle of the contact.
— Unique External ID (unique_external_id)	string	No	—	External ID of the contact.
— View All Tickets (view_all_tickets)	boolean	No	false	Whether the contact can see all tickets of their company.

Contact: Get

Parameter	Type	Required	Default	Description
Contact ID	string	Yes	—	ID of the contact to retrieve. Supports expressions.

Contact: Get Many

Parameter	Type	Required	Default	Description
Return All	boolean	No	false	Whether to return all results or only up to a given limit.
Limit	number	No	5	Max number of results to return. (shown when Return All is false)
Filters	collection	No	{}	Narrow the contact list. Add only the filters you need.
— Company ID (company_id)	number	No	—	Filter by company ID.
— Email	string	No	—	Filter by email address.
— Mobile	string	No	—	Filter by mobile number.
— Phone	string	No	—	Filter by phone number.
— State	options	No	—	Filter by contact state.
				Options: blocked, deleted, unverified, verified
— Updated Since (updated_since)	dateTime	No	—	Filter contacts updated since this date.

Contact: Update

Parameter	Type	Required	Default	Description
Contact ID	string	Yes	—	ID of the contact to update. Supports expressions.
Additional Fields	collection	No	{}	Fields to change on the contact. Add only the ones you need.
— Address	string	No	—	Address of the contact.
— Company ID (company_id)	number	No	—	ID of the primary company to which this contact belongs.
— Custom Fields (customFields)	fixedCollection	No	[]	Key value pairs containing custom field names and values.
— — Name	string	No	—	Custom field name.
— — Value	string	No	—	Custom field value.
— Description	string	No	—	A short description of the contact.
— Email	string	No	—	Primary email address of the contact.
— Job Title (job_title)	string	No	—	Job title of the contact.
— Language	string	No	—	Language of the contact.
— Mobile	string	No	—	Mobile number of the contact.
— Name	string	No	—	Name of the contact.
— Other Companies (other_companies)	string	No	—	Comma-separated additional company IDs.
— Other Emails (other_emails)	string	No	—	Comma-separated additional email addresses.
— Phone	string	No	—	Telephone number of the contact.
— Tags	string	No	—	Comma-separated tags associated with the contact. Tags containing commas are not supported.
— Time Zone (time_zone)	string	No	—	Time zone of the contact.
— Twitter ID (twitter_id)	string	No	—	Twitter handle of the contact.
— Unique External ID (unique_external_id)	string	No	—	External ID of the contact.
— View All Tickets (view_all_tickets)	boolean	No	false	Whether the contact can see all tickets of their company.

Contact: Delete

Parameter	Type	Required	Default	Description
Contact ID	string	Yes	—	ID of the contact to delete. Supports expressions.

All Operations

Parameter	Type	Required	Default	Description
Max Concurrency	number	No	10	Maximum number of items to process concurrently.

Output Data

The Freshdesk record is merged into the incoming item JSON at the top level, so the fields you sent in pass through and binary data is forwarded.

Operation	Output items
ticket / create, get, update	One item — the ticket record, including the ID Freshdesk assigned.
ticket / getAll	Fans out — one output item per ticket. Return All pages through the whole result set; otherwise up to Limit tickets.
ticket / delete	One item carrying success: true — Freshdesk returns no body for a delete.
contact / create, get, update	One item — the contact record.
contact / getAll	Fans out — one output item per contact, with the same Return All / Limit behavior.
contact / delete	One item carrying success: true.

Because list operations fan out, downstream nodes see one item per ticket or contact and need no Split Out node.

Example Configuration

Create a ticket for a requester identified by email:

{
  "type": "freshdesk",
  "parameters": {
    "resource": "ticket",
    "operation": "create",
    "requester": "email",
    "requesterIdentificationValue": "{{ $json.email }}",
    "status": "open",
    "priority": "high",
    "source": "email",
    "options": {
      "subject": "Login Issues",
      "description": "User cannot log into the system",
      "tags": "login,urgent",
      "type": "Incident"
    }
  }
}

Resolve a ticket and reassign it:

{
  "type": "freshdesk",
  "parameters": {
    "resource": "ticket",
    "operation": "update",
    "ticketId": "12345",
    "updateFields": {
      "status": "resolved",
      "priority": "medium",
      "agent": "80012345678",
      "tags": "resolved,tested"
    }
  }
}

List tickets for one requester, newest first:

{
  "type": "freshdesk",
  "parameters": {
    "resource": "ticket",
    "operation": "getAll",
    "returnAll": false,
    "limit": 50,
    "options": {
      "requesterEmail": "customer@example.com",
      "order": "desc",
      "orderBy": "createdAt",
      "updatedSince": "2024-01-01T00:00:00Z"
    }
  }
}

Create a contact with custom fields:

{
  "type": "freshdesk",
  "parameters": {
    "resource": "contact",
    "operation": "create",
    "name": "Jane Doe",
    "email": "jane.doe@example.com",
    "additionalFields": {
      "job_title": "Software Engineer",
      "mobile": "+1-555-0123",
      "customFields": {
        "customField": [
          { "name": "Department", "value": "Engineering" }
        ]
      }
    }
  }
}

Update a contact:

{
  "type": "freshdesk",
  "parameters": {
    "resource": "contact",
    "operation": "update",
    "contactId": "67890",
    "additionalFields": {
      "job_title": "Senior Software Engineer",
      "mobile": "+1-555-0124",
      "description": "Lead developer for mobile applications"
    }
  }
}

List verified contacts for one company:

{
  "type": "freshdesk",
  "parameters": {
    "resource": "contact",
    "operation": "getAll",
    "filters": {
      "company_id": 456,
      "state": "verified",
      "updated_since": "2024-01-01T00:00:00Z"
    }
  }
}

Error Handling

Mode	Behavior
stop	Halts workflow on first error
continue	Skips failed items, passes successful ones through
errorPort	Routes failed items to Error output port

Tips

This tool manages support tickets and contacts within the Freshdesk helpdesk platform. It is ideal for creating, retrieving, updating, or deleting tickets and contacts when direct interaction with Freshdesk is required. It produces updated Freshdesk records, new tickets, new contacts, or lists of existing tickets and contacts.

Common Patterns

Customer support workflow

1. Create ticket from email: use requester: "email" with the customer’s email
2. Assign to agent: use the options.agent field
3. Set priority and status: based on issue severity
4. Update with resolution: change status to resolved when fixed

Contact management

1. Import contacts: use the create operation with additionalFields for bulk data
2. Update customer info: use the update operation with the relevant fields
3. Filter by company: use filters.company_id to get a company’s contacts
4. Custom field tracking: use customFields for organization-specific data

Data retrieval

1. Use pagination: set returnAll: false and an appropriate limit
2. Filter results: use date ranges and specific criteria to reduce load
3. Include related data: use options.include for comprehensive ticket data
4. Sort appropriately: use order and orderBy for consistent results

Notes

• Agent, group, product and company are IDs, not names or emails. Look them up under Freshdesk Admin and pass the numeric ID.
• The comma-separated fields do not accept commas inside a value. Tags, Other Emails and Other Companies are split on commas before being sent as lists.
• Custom Fields become a name-keyed object. Each Name/Value row you add is sent as one entry of the contact’s custom fields, so the Name must match the field’s key in Freshdesk exactly.