Working with Tickets in FreshDesk

Overview

The following operations allow you to work with tickets. Click an operation name to see details on how to use it.

For a sample proxy service that illustrates how to work with tickets, see Sample configuration.

Operation	Description
listTicketFields	Retrieves a list of tickets' fields.
deleteTicket	Deletes a particular ticket.
createTicket	Creates a new ticket in your help desk.
getTicket	Retrieves a particular ticket.
listTickets	Retrieves a list of tickets.
updateTicket	Updates a particular ticket.

Operation details

This section provides further details on the operations related to tickets.

Retrieves a list of tickets' fields.

The listTicketFields operation retrives a list of ticket's fields.

listTicketFields

<freshdesk.listTicketFields/>

Sample request

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

Sample Request for addNote

{
	"apiUrl":"https://wso2yasho.freshdesk.com",
	"apiKey":"SODsQllHr0NicsiRpRWw"
}

Deletes a particular ticket

ThedeleteTicketoperation deletes a particular ticket.

deleteTicket

<freshdesk.deleteTicket>
    <ticketId>{$ctx:ticketId}</ticketId>
</freshdesk.deleteTicket>

Properties

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

Sample request

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

Sample Request for deleteTicket

{
	"apiUrl":"https://wso2yasho.freshdesk.com",
	"apiKey":"SODsQllHr0NicsiRpRWw",
	"ticketId":"38"
}

Creating a ticket

The createTicket operation creates a new ticket in your help desk.

createTicket

<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 createTicketoperation.

Sample Request for createTicket

{
  "apiUrl": "https://wso2yasho.freshdesk.com",
  "apiKey": "SODsQllHr0NicsiRpRWw",
  "requesterId": 19000247627,
  "email": "testTicket@gmail.com",
  "facebookId": "",
  "phone": "",
  "twitterId": "twitter",
  "name": "RequesterName",
  "description": "Creating Ticket",
  "subject": "testSubject",
  "emailConfigId": "",
  "frDueBy": "",
  "groupId": "",
  "productId": "",
  "source": "",
  "type": "issue",
  "responderId": "",
  "attachments": "",
  "ccEmails": [
    "yyyt@gmail.com",
    "ttty@gmail.com"
  ],
  "customFields": {
    "z": "tttt"
  },
  "dueBy": "",
  "priority":1,
  "status": 2
}

Retrieving a ticket

The getTicket operation retrieves a particular ticket.

getTicket

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

Properties

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

Sample request

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

Sample Request for getTicket

{
	"apiUrl": "https://wso2yasho.freshdesk.com",
    "apiKey": "SODsQllHr0NicsiRpRWw",
    "ticketId":"1"
}

Retrieving a list of tickets

The listTickets operation retrieves a list of tickets.

listTickets

<freshdesk.listTickets>
    <predefinedFilters>{$ctx:predefinedFilters}</predefinedFilters>
    <requesterId>{$ctx:requesterId}</requesterId>
    <updatedSince>{$ctx:updatedSince}</updatedSince>
    <companyId>{$ctx:companyId}</companyId>
    <email>{$ctx:email}</email>
    <page>{$ctx:page}</page>
    <orderBy>{$ctx:orderBy}</orderBy>
    <orderType>{$ctx:orderType}</orderType>
    <include>{$ctx:include}</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.
updatedSince: The ticket updated since a specific timestamp.
companyId: The unique identifier of the company.
predefinedFilters: The various 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.

Sample Request for listTickets

{
	"apiUrl":"https://virtusaabc.freshdesk.com",
	"apiKey":"93YthfomLWOf53rxlNgw",
	"format":"json",
	"filterType":"requesteremail",
	"email":"sanver@virtusa.com",
	"filterName":"all_tickets",
	"requesterId":"",
	"viewId":"",
	"companyName":"",
	"companyId":"",
	"page":"1"
}

Additional Note

The filterType parameter can be omitted if you want to retrieve a list of all the tickets without filtering.
The API supports a list of endpoints. These endpoints are supported in the connector as described below.

#	Parameter Name	filterType	API Endpoint	filterName
1	requesterId	requester	/helpdesk/tickets/filter/requester/[requester_id]?format=json	Applicable
2	viewId	customticketviews	/helpdesk/tickets/view/[view_id]?format=json	Not Applicable
3	companyName	companyname	/helpdesk/tickets.json?company_name=[name]	Applicable
4	companyId	companyid	/helpdesk/tickets.json?company_id=[id]	Applicable
5	email	requesteremail	/helpdesk/tickets.json?email=[email]	Applicable
6	filterName	defaultfilters	/helpdesk/tickets/filter/[filter_name]?format=json	Applicable
7	Not required	(Omit)	/helpdesk/tickets.json	Not Applicable

For all filterType values except defaultfilters, the filterName" property can be provided as an optional filter. However, when the filterType value is defaultfilters, the filterName property is mandatory.

Updating a ticket

The updateTicket operation updates a particular ticket.

updateTicket

<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.

Note

When you use the updateTicket operation, you need to pass " " if you need to clear the value of any field.

Sample request

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

Sample Request for updateTicket

{
	"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":""
}

Sample configuration

Following is a sample proxy service that illustrates how to connect to FreshDesk with the init operation and use the addNote operation. The sample request for this proxy can be found in addNote sample request. You can use this sample as a template for using other operations in this category.

Sample Proxy

<proxy xmlns="http://ws.apache.org/ns/synapse"
       name="freshdesk_updateTicket"
       transports="https,http"
       statistics="disable"
       trace="disable"
       startOnLoad="true">
   <target>
      <inSequence onError="faultHandlerSeq">
         <property name="apiUrl" expression="json-eval($.apiUrl)"/>
         <property name="format" expression="json-eval($.format)"/>
         <property name="apiKey" expression="json-eval($.apiKey)"/>
         <property name="customField" expression="json-eval($.customField)"/>
         <property name="status" expression="json-eval($.status)"/>
         <property name="ownerId" expression="json-eval($.ownerId)"/>
         <property name="urgent" expression="json-eval($.urgent)"/>
         <property name="subject" expression="json-eval($.subject)"/>
         <property name="delta" expression="json-eval($.delta)"/>
         <property name="emailConfigId" expression="json-eval($.emailConfigId)"/>
         <property name="requesterId" expression="json-eval($.requesterId)"/>
         <property name="deleted" expression="json-eval($.deleted)"/>
         <property name="productId" expression="json-eval($.productId)"/>
         <property name="isEscalated" expression="json-eval($.isEscalated)"/>
         <property name="groupId" expression="json-eval($.groupId)"/>
         <property name="toEmails" expression="json-eval($.toEmails)"/>
         <property name="ticketId" expression="json-eval($.ticketId)"/>
         <property name="source" expression="json-eval($.source)"/>
         <property name="frEscalated" expression="json-eval($.frEscalated)"/>
         <property name="priority" expression="json-eval($.priority)"/>
         <property name="ticketType" expression="json-eval($.ticketType)"/>
         <property name="responderId" expression="json-eval($.responderId)"/>
         <property name="trained" expression="json-eval($.trained)"/>
         <property name="spam" expression="json-eval($.spam)"/>
         <freshdesk.init>
            <apiUrl>{$ctx:apiUrl}</apiUrl>
            <format>{$ctx:format}</format>
            <apiKey>{$ctx:apiKey}</apiKey>
         </freshdesk.init>
         <freshdesk.updateTicket>
            <customField>{$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>
         <respond/>
      </inSequence>
      <outSequence>
         <send/>
      </outSequence>
   </target>
   <description/>
</proxy>

Overview

Operation details

Retrieves a list of tickets' fields.

Sample request

Deletes a particular ticket

Properties

Sample request

Creating a ticket

Properties

Sample request

Retrieving a ticket

Properties

Sample request

Retrieving a list of tickets

Properties

Sample request

Related FreshDesk documentation

Updating a ticket

Properties

Sample request

Related FreshDesk documentation

Sample configuration