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<freshdesk.createTicket>
    <requesterId>{$ctx:requesterId}</requesterId>
    <email>{$ctx:email}</email>
    <facebookId>{$ctx:facebookId}</facebookId>
    <phone>{$ctx:phone}</phone>
    <twitterId>{$ctx:twitterId}</twitterId>
    <name>{$ctx:name}</name>
    <subject>{$ctx:subject}</subject>
    <type>{$ctx:type}</type>
    <status>{$ctx:status}</status>
    <priority>{$ctx:priority}</priority>
    <customFields>{$ctx:customFields}</customFields>
    <description>{$ctx:description}</description>
    <responderId>{$ctx:responderId}</responderId>
    <ccEmails>{$ctx:ccEmails}</ccEmails>
    <dueBy>{$ctx:dueBy}</dueBy>
    <emailConfigId>{$ctx:emailConfigId}</emailConfigId>
    <frDueBy>{$ctx:frDueBy}</frDueBy>
    <groupId>{$ctx:groupId}</groupId>
    <productId>{$ctx:productId}</productId>
    <source>{$ctx:source}</source>
    <tags>{$ctx:tags}</tags>
</freshdesk.createTicket>

Properties

• customFields: Pre-defined custom fields as a JSON Object.
• status: The status of the ticket.
• subject: The subject of the ticket.
• emailConfigId: The ID of the email configuration that is used for this ticket.
• requesterId: The ID of the requester. For existing contacts, requesterId can be passed instead of email.
• groupId: The ID of the group to which the ticket is assigned.
• source: The channel through which the ticket was created.
• email: The email address of the requester. If no contact exists with this email address in FreshDesk, it will be added as a new contact.
• type: The type of the particular ticket.
• description: Plain text content of the ticket.
• priority: The priority of the ticket.
• ccEmails: The email address specified in the "cc" field of the incoming ticket email.
• responderId: The ID of the agent to whom the ticket is assigned.
• name: Name of the requester
• facebookId: Facebook ID of the requester. If no contact exists with this facebook_id, then a new contact will be created.
  
• phone: Phone number of the requester. If no contact exists with this phone number in Freshdesk, it will be added as a new contact. If the phone number is set and the email address is not, then the name attribute is mandatory.

• twitterId: Twitter handle of the requester. If no contact exists with this handle in Freshdesk, it will be added as a new contact.

• dueBy: Timestamp that denotes when the ticket is due to be resolved

• productId: ID of the product to which the ticket is associated. It will be ignored if the email_config_id attribute is set in the request.

• tags: Tags that have been associated with the ticket

Sample request

Following is a sample REST/JSON request that can be handled by the createTicket operation.

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<freshdesk.getTicket>
	<id>    <ticketId>{$ctx:idticketId}</id>ticketId>
</freshdesk.getTicket> 

Properties

• idticketId: Required - The unique identifier of the ticket specific to the account.

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{
	"apiUrl": "https://virtusaabcwso2yasho.freshdesk.com",
	    "apiKey": "93YthfomLWOf53rxlNgwSODsQllHr0NicsiRpRWw",
	"format":"json",
	"id    "ticketId":"351"
}

Related FreshDesk documentation

http://freshdesk.com/api#view_a_ticket 

Anchor
listTickets listTickets

Retrieving a list of tickets

The The listTickets operation operation retrieves a list of tickets.

<freshdesk.listTickets>
	<page>
    <predefinedFilters>{$ctx:predefinedFilters}</predefinedFilters>
    <requesterId>{$ctx:pagerequesterId}</page>
	<email>requesterId>
    <updatedSince>{$ctx:emailupdatedSince}</email>updatedSince>
    <requesterId><companyId>{$ctx:requesterIdcompanyId}</requesterId>companyId>
    <filterName><email>{$ctx:filterNameemail}</filterName>email>
    <companyId><page>{$ctx:companyIdpage}</companyId>page>
    <companyName><orderBy>{$ctx:companyNameorderBy}</companyName>orderBy>
    <filterType><orderType>{$ctx:filterTypeorderType}</filterType>
	<viewId>orderType>
    <include>{$ctx:viewIdinclude}</viewId>include>
</freshdesk.listTickets> 

Properties

• page: The requested page number.
• email:  The email address.
• requesterId:  The ID of the requester. For existing contacts, requesterId can be passed instead of email.
• filterNameupdatedSince:   The name of the filter. Possible values: all_tickets, new_my_open, monitored_by, spam, and deleted.The ticket updated since a specific timestamp.
• companyId:  The unique identifier of the company.
• companyNamepredefinedFilters:  The name of the company.
• filterType:  The type of the filter. Possible values: defaultfilters, requester, customticketviews, companyname, companyid, and requesteremail.
• viewId:  The unique identifier of the viewvarious filters available are new_and_my_open, watching, spam, deleted.
• orderBy:  Default sort order is created_at

• include:When getting list of tickets, will get some specific details mentioned here.

• orderType: Default sort order type is desc.

Sample request

Following is a sample REST/JSON request that can be handled by the  listTickets  operation.

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Related FreshDesk documentation

http://freshdesk.com/api#view_all_ticket

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<freshdesk.updateTicket>
    <customField>{$ctx:customField}</customField>
    <status>{$ctx:status}</status>
    <ownerId>{$ctx:ownerId}</ownerId>
    <urgent>{$ctx:urgent}</urgent>
    <subject>{$ctx:subject}</subject>
    <delta>{$ctx:delta}</delta>
    <emailConfigId>{$ctx:emailConfigId}</emailConfigId>
    <requesterId>{$ctx:requesterId}</requesterId>
    <deleted>{$ctx:deleted}</deleted>
    <productId>{$ctx:productId}</productId>
    <isEscalated>{$ctx:isEscalated}</isEscalated>
    <groupId>{$ctx:groupId}</groupId>
    <toEmails>{$ctx:toEmails}</toEmails>
    <ticketId>{$ctx:ticketId}</ticketId>
    <source>{$ctx:source}</source>
    <frEscalated>{$ctx:frEscalated}</frEscalated>
    <priority>{$ctx:priority}</priority>
    <ticketType>{$ctx:ticketType}</ticketType>
    <responderId>{$ctx:responderId}</responderId>
    <trained>{$ctx:trained}</trained>
	<spam>{$ctx:spam}</spam>
</freshdesk.updateTicket> 

Properties

• customField: Pre-defined custom fields as a JSON Object.
• status:The status of the ticket.
• ownerId:The ID of the owner.
• urgent:Set to true if the ticket is urgent.
• subject:The subject of the ticket.
• delta: Set to either true or false.
• emailConfigId: The ID of the email configuration that is used for this ticket.
• requesterId:The ID of the requester. For existing contacts, requesterId can be passed instead of email .
• deleted: Set to true if the ticket is deleted.
• productId:The ID of the product.
• isEscalated:Set to true if an escalation was sent.
• groupId:The ID of the group to which the ticket is assigned.
• toEmails:The email address to which the incoming ticket email is sent.
• ticketId:The unique ID of the ticket.
• frEscalated: Set to either true or false.
• priority:The priority of the ticket.
• ticketType: The type of the particular ticket.
• responderId:The ID of the agent to whom the ticket is assigned.
• trained: Set to either true or false.
• spam:Set to true if the ticket is marked as spam.

Sample request

Following is a sample REST/JSON request that can be handled by the  updateTicket  operation.

{
	"apiUrl":"https://virtusaabc.freshdesk.com",
	"apiKey":"93YthfomLWOf53rxlNgw",
	"format":"json",
	"ticketId":"228",
	"customField":"{}",
	"status":"",
	"ownerId":"",
	"urgent":"",
	"subject":"",
	"delta":"",
	"emailConfigId":"",
	"requesterId":"",
	"deleted":"",
	"productId":"",
	"isEscalated":"",
	"groupId":"",
	"toEmails":"",
	"source":"",
	"frEscalated":"true",
	"priority":"4",
	"ticketType":"fdsf",
	"responderId":" ",
	"trained":"true",
	"spam":""
}

Related FreshDesk documentation

http://freshdesk.com/api#update_ticket_priority

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