Freshdesk Integration

33 pre-built templates across 9 categories

Easy Connect: Click "Connect Platform" → Freshdesk → enter your subdomain and API key. All 33 templates unlock instantly.

Quick Setup

Step 1: Get Your API Key

1Log in to your Freshdesk portal
2Click your Profile Picture (top right) → Profile Settings
3Your API Key is displayed on the right side of the page

Step 2: Connect in Staffify

1Go to Settings → Integrations
2Click Connect Platform → Freshdesk
3Enter your subdomain (e.g. "yourcompany" from yourcompany.freshdesk.com) and your API key
4Click Test & Connect

Note: Freshdesk uses Basic Auth under the hood. Your API key is the username and "X" is the password. The Easy Connect modal handles this automatically.

All 33 Templates

Click "Add Action" on your Freshdesk connection, then browse templates by category.

Tickets (5 templates)

Template	Method	Endpoint	Description
List All Tickets	GET	/tickets	List all tickets in Freshdesk
Get Ticket by ID	GET	/tickets/{{ticket_id}}	Retrieve a specific ticket
Create Ticket	POST	/tickets	Create a new support ticket
Update Ticket	PUT	/tickets/{{ticket_id}}	Update ticket status, priority, or assignee
Delete Ticket	DELETE	/tickets/{{ticket_id}}	Permanently delete a ticket

Contacts (4 templates)

Template	Method	Endpoint	Description
List All Contacts	GET	/contacts	List all contacts
Get Contact by ID	GET	/contacts/{{contact_id}}	Retrieve a specific contact
Create Contact	POST	/contacts	Create a new contact
Update Contact	PUT	/contacts/{{contact_id}}	Update contact details

Companies (4 templates)

Template	Method	Endpoint	Description
List All Companies	GET	/companies	List all companies
Get Company by ID	GET	/companies/{{company_id}}	Retrieve a specific company
Create Company	POST	/companies	Create a new company
Update Company	PUT	/companies/{{company_id}}	Update company details

Agents (3 templates)

Template	Method	Endpoint	Description
List All Agents	GET	/agents	List all agents
Get Agent by ID	GET	/agents/{{agent_id}}	Retrieve a specific agent
Update Agent	PUT	/agents/{{agent_id}}	Update agent details

Groups (2 templates)

Template	Method	Endpoint	Description
List All Groups	GET	/groups	List all agent groups
Get Group by ID	GET	/groups/{{group_id}}	Retrieve a specific group

Solutions (Knowledge Base) (4 templates)

Template	Method	Endpoint	Description
List Solution Categories	GET	/solutions/categories	List all solution categories
List Solution Folders	GET	/solutions/categories/{{category_id}}/folders	List folders in a category
List Solution Articles	GET	/solutions/folders/{{folder_id}}/articles	List articles in a folder
Create Solution Article	POST	/solutions/folders/{{folder_id}}/articles	Create a new knowledge base article

Canned Responses (3 templates)

Template	Method	Endpoint	Description
List Canned Responses	GET	/canned_responses	List all canned responses
Get Canned Response	GET	/canned_responses/{{canned_response_id}}	Retrieve a specific canned response
List in Folder	GET	/canned_response_folders/{{folder_id}}/canned_responses	List canned responses in a folder

Time Entries (4 templates)

Template	Method	Endpoint	Description
List for Ticket	GET	/tickets/{{ticket_id}}/time_entries	List time entries for a ticket
Get Time Entry	GET	/time_entries/{{time_entry_id}}	Retrieve a specific time entry
Create Time Entry	POST	/tickets/{{ticket_id}}/time_entries	Log time against a ticket
Update Time Entry	PUT	/time_entries/{{time_entry_id}}	Update a time entry

Search (4 templates)

Template	Method	Endpoint	Description
Search Tickets	GET	/search/tickets?query="{{query}}"	Search tickets with Freshdesk query
Search Contacts	GET	/search/contacts?query="{{term}}"	Search contacts by name, email, or phone
Search Companies	GET	/search/companies?query="{{name}}"	Search companies by name or domain
Search Agents	GET	/search/agents?query="{{query}}"	Search agents by name or email

Common AI Use Cases

Caller Identification & Ticket History

When a customer calls, the AI searches for their contact by phone/email and retrieves their recent tickets.

Use: Search Contacts → Search Tickets

Create Tickets During Calls

AI captures the issue details during the call and creates a support ticket automatically with proper priority and tags.

Use: Search Contacts → Create Ticket

Update Ticket Status

AI can update ticket priority, status, or add notes based on the conversation.

Use: Get Ticket by ID → Update Ticket

Knowledge Base Lookup

AI searches your knowledge base articles to find answers for common questions during calls and widget conversations.

Use: List Solution Categories → List Solution Articles

Freshdesk Reference Values

Priority

Value	Meaning
1	Low
2	Medium
3	High
4	Urgent

Ticket Status

Value	Meaning
2	Open
3	Pending
4	Resolved
5	Closed

Source

Value	Meaning
1	Email
2	Portal
3	Phone
7	Chat
9	Feedback Widget
10	Outbound Email

Example: Create Ticket Request Body

{
  "requester_id": 12345,
  "subject": "Issue with billing",
  "description": "Customer reports incorrect charge on latest invoice",
  "priority": 2,
  "status": 2,
  "source": 3,
  "tags": ["phone-support", "billing", "staffify"]
}

Endpoint Details

Create Ticket

Parameter	Type	Required	Description
subject	string	Yes	Ticket subject line
description	string	Yes	Ticket body (HTML supported)
email / requester_id	string / integer	One required	Requester email or existing contact ID
priority	integer	No	1=Low, 2=Medium, 3=High, 4=Urgent
status	integer	No	2=Open, 3=Pending, 4=Resolved, 5=Closed
source	integer	No	1=Email, 2=Portal, 3=Phone, 7=Chat
tags	string[]	No	Array of tag strings
type	string	No	Ticket type (e.g., "Question", "Incident")

{
  "email": "[email protected]",
  "subject": "Unable to access my account",
  "description": "Customer reports login page shows 'Account locked' error after 3 attempts.",
  "priority": 3,
  "status": 2,
  "source": 3,
  "tags": ["phone-support", "account-access", "staffify"]
}

Create Contact

Parameter	Type	Required	Description
name	string	Yes	Full name of the contact
email	string	Recommended	Primary email address
phone	string	No	Phone number
company_id	integer	No	Link to existing company
description	string	No	Short bio or notes

{
  "name": "John Smith",
  "email": "[email protected]",
  "phone": "+15551234567",
  "description": "Called in regarding billing inquiry"
}

Create Company

Parameter	Type	Required	Description
name	string	Yes	Company name
domains	string[]	No	Company email domains (e.g., ["techcorp.com"])
description	string	No	Company description

Update Ticket

Parameter	Type	Required	Description
ticket_id	integer	Yes (path)	Ticket ID to update
status	integer	No	New status value
priority	integer	No	New priority value
agent_id	integer	No	Assign to a specific agent
tags	string[]	No	Replace all tags

Update Contact

Parameter	Type	Required	Description
contact_id	integer	Yes (path)	Contact ID to update
name	string	No	Updated name
email	string	No	Updated email
phone	string	No	Updated phone number

Response Examples

Search Tickets Response

{
  "total": 1,
  "results": [{
    "id": 42,
    "subject": "Issue with billing",
    "status": 2,
    "priority": 2,
    "requester_id": 12345,
    "created_at": "2026-02-28T14:30:00Z",
    "updated_at": "2026-03-01T09:15:00Z"
  }]
}

Get Ticket Response

{
  "id": 42,
  "subject": "Issue with billing",
  "description": "Customer reports incorrect charge on latest invoice",
  "status": 2,
  "priority": 2,
  "source": 3,
  "requester_id": 12345,
  "responder_id": 67890,
  "tags": ["phone-support", "billing"],
  "created_at": "2026-02-28T14:30:00Z",
  "updated_at": "2026-03-01T09:15:00Z"
}

Create Ticket Response

{
  "id": 43,
  "subject": "Unable to access my account",
  "status": 2,
  "priority": 3,
  "requester_id": 12345,
  "created_at": "2026-03-01T10:00:00Z"
}

Example Conversation

Here's how your AI agent uses Freshdesk during a real phone call:

Caller: “Hi, this is Sarah from TechCorp. I have an issue with my dashboard.”

→ Executes: search_contacts with query=“Sarah TechCorp”

→ Found: Sarah Davis (id: 12345), [email protected]

AI Agent: “Hi Sarah! Let me check your recent tickets.”

→ Executes: search_tickets with query=“requester_id:12345”

→ Found: 2 tickets, most recent “Login timeout error” (status: Open)

AI Agent: “I see you have an open ticket about a login timeout error. Is this a new issue or related to that one?”

Caller: “It's a new one. My analytics dashboard is showing blank charts.”

→ Executes: create_ticket with subject=“Analytics dashboard showing blank charts”, requester_id=12345, priority=2, source=3

→ Created: Ticket #43

AI Agent: “I've created ticket #43 for the dashboard issue. Our team will investigate and follow up at [email protected] within 24 hours. Is there anything else I can help with?”

Freshdesk-Specific Notes

Authentication: Freshdesk uses Basic Auth with your API key as the username and X as the password. The base64 encoding is handled automatically by Staffify.

Pagination: List endpoints support a page query parameter. Default page size is 30 items. Maximum is 100 per page.

Date format: All dates use ISO 8601 format (e.g., 2026-03-01T10:00:00Z). Timestamps are in UTC.

Search syntax: Search queries use Freshdesk's query language. Wrap values in double quotes: "requester_id:12345", "status:2 AND priority:3".

Error Reference

Status Code	Meaning	Common Cause
401 Unauthorized	Invalid API key	Check your API key in Freshdesk profile settings
403 Forbidden	Rate limit exceeded or insufficient permissions	Freshdesk rate limits vary by plan. Wait and retry.
404 Not Found	Resource not found	The ticket, contact, or company ID does not exist
422 Validation Error	Invalid request body	Check required fields. Common: missing subject/description for tickets.

Last updated: March 2026

Back to Integrations Guide