Reference · built on requestConnectorSupport & service desks

Freshdesk

Tickets, conversations, contacts, agents, and SLA policies from a Freshdesk help desk.

Request accessPricing ↗

About

Freshdesk is a help desk from Freshworks. It holds tickets, the conversations inside them, contacts and companies, agents, groups, SLA policies, business hours, canned responses, and a solutions knowledge base. Every account has its own domain, and the API lives under that domain at /api/v2.

Through Fibric, an operator reads tickets and their conversations, checks the contact and company, and proposes a reply, a private note, or a field change for your approval. Outbound calls are paced against the hourly limit for your plan. Every approved change is recorded with what changed, why, and the way back.

This is a reference listing. It documents what Fibric would read from Freshdesk and what it could propose, based on the vendor's published interfaces. Fibric builds it under a managed deployment when you request it; selecting it here installs nothing.

Inputs

  • Tickets and ticket fields through GET /api/v2/tickets, with filter, list, and view operations
  • Conversations on a ticket: replies and notes through List Conversations
  • Contacts and companies, with the include parameter to embed related records
  • Agents, groups, skills, and roles for assignment and coverage
  • SLA policies, business hours, and products
  • Satisfaction ratings and surveys attached to tickets
  • Ticket creation and update events pushed by automation rules that trigger a webhook

Proposed actions

  • Target capability: propose a public reply through POST /api/v2/tickets/[id]/reply
  • Target capability: propose a private note through POST /api/v2/tickets/[ticket_id]/notes
  • Target capability: propose a status, priority, group, or agent change through PUT /api/v2/tickets/[id]
  • Target capability: propose merging duplicate tickets or forwarding a ticket

Proposed actions are target capabilities. Every action runs propose-first and needs a validated deployment and the appropriate permissions.

What you can build

  • Route new tickets to the right group

    A ticket creation rule fires a webhook. The operator reads the ticket and contact, proposes a group and priority, and records the reason before you approve.

    With Ticket Triage

  • Sweep an aging backlog

    The operator filters open tickets past a threshold, proposes a note, a reassignment, or a close for each one, and shows the list for review.

    With Backlog Sweep

  • Call back a low rating

    When a satisfaction rating comes in low, the operator assembles the ticket history and proposes a callback with the reply drafted.

    With Detractor Callback

  • Watch SLA clocks

    Using SLA policies and business hours, the operator flags tickets near breach and proposes an escalation note or reassignment.

    With Breach Watch

Requirements

  • A Freshdesk account and its helpdesk domain, which forms the API base URL
  • An agent whose API key carries the permissions the operator needs
  • Automation rules under Admin > Workflows > Automations with a Trigger webhook action pointing at an HTTPS endpoint
Authentication
Your personal Freshdesk API key sent with HTTP basic authentication, with any string as the dummy password.

Limits

  • Hourly API call limits depend on plan; the reference lists 3,000 and 5,000 calls per hour across the plans it names
  • Older plans also carry per-endpoint limits, for example on ticket create, ticket update, and list calls
  • List calls return at most 100 records per page
  • Freshdesk does not trigger one automation from another, so creation and update webhooks need separate rules

Access and pricing

Reference listing. Fibric builds the connector under a managed deployment when you request it. Your quote covers the build, capabilities, usage, and support.

Request Freshdesk ↗

Questions and answers

Does Freshdesk send webhooks for every ticket change?
Not on its own. Webhooks are actions inside automation rules. You add Trigger webhook to a Ticket Creation, Ticket Updates, or Time Triggers rule, choose the request type and callback URL, and set the payload. Some placeholders are not yet available at the moment of creation.
How does authentication work?
With your personal API key over HTTP basic authentication. The key goes in the username position and any characters serve as the password. The pair is Base64-encoded into the Authorization header. No separate password is needed.
What are the rate limit headers?
Responses carry X-RateLimit-Total, X-RateLimit-Remaining, and X-RateLimit-Used-CurrentRequest. When the limit is hit, a Retry-After header says how long to wait.
Ask about Freshdesk

Ask about the capabilities and requirements in this listing.

For project-specific requirements, contact Fibric.

This connector listing is developed, published, and supported by Fibric. It describes integration with Freshdesk through published interfaces. Third-party names and logos identify the systems an integration connects to; they are the property of their respective owners, who are not affiliated with Fibric and do not sponsor or endorse this listing. Trademark policy