Freshdesk

The integration is tailored for users who are already using the Freshdesk platform. With Freshdesk integration, you gain the ability to seamlessly perform various support-related activities directly from the Yellow.ai Cloud platform. This includes creating and updating tickets, accessing ticket details, modifying ticket forms, retrieving agent information, creating notes, and adding watchers to tickets.

This integration enhances your support capabilities as a Freshdesk user by providing you with additional tools and functionalities within the Yellow.ai platform, facilitating a more efficient and streamlined support process.

1. Connect Freshdesk with Yellow.ai

For this integration, you will need Freshdesk domain and an API key.

1.1 Get your domain address & API Key from Freshdesk

Log in to your Freshdesk account.
From the browser address bar, copy the Freshdesk domain URL. Example: https://yellowai-dummy.freshdesk.com
Click your profile picture on the top right corner.
Go to the Profile Settings.
Your API Key will be available in the right corner below the Change password section. Copy it.

1.2 Add API key and domain to the Cloud platform

Go to the Cloud Platform and navigate to the Development environment.
- In a two-tier environment, you can only add accounts in the Development environment.
- In a three-tier environment, you can only add accounts in Staging/Sandbox environment.
Search for Freshdesk in the All Integrations search box.
In Give account name, enter a unique name for the account.Supports only lowercase alphanumeric and underscore characters. It is recommended to use a name that aligns with its purpose for better usability.
Enter the Api Key and Domain Name and click the Connect button.
To connect additional accounts, repeat the steps outlined above for each account. You can add a maximum of 15 accounts.

2. Manage Freshdesk Tickets through Studio (bot conversations)

This integration facilitates various actions for managing Freshdesk tickets directly within Studio's bot conversations. You can view the connected accounts under Node > Integrations > Freshdesk in Studio.

note

When multiple accounts are added, choose the right account that you want to use to manage tickets.

2.1 Create ticket

This action creates a new support ticket in Freshdesk.

Node Input Params:

Field Name	Description	Datatype
Email	Email address of the user. Example: [email protected]	String
Name	Name of the user. Example: John Doe	String
Phone	Mobile number of the user (sample value: 9999999999)	String
Priority	Priority level of the ticket (Low: 1, Medium: 2, High: 3, Urgent: 4)	Number
Source	Source of the ticket (Email: 1, Portal: 2, Phone: 3, Chat: 7, Feedback Widget: 9, Outbound Email: 10)	Number Type
Status	Status of the ticket (Open: 2, Pending: 3, Resolved: 4, Closed: 5)	Number
Tags	Tags associated with the ticket ("login failure", "system issue")	Array
Custom Fields	Custom fields and their values (`{"cf_key1": "value1", ...}`)	Object Type (Ensure key names are prefixed with "cf_")
Email Config ID	Email configuration ID	Number
Description	Description of the ticket	String
Group ID	Group ID associated with the ticket	Number
Product ID	Product ID associated with the ticket	Number
Subject	Subject of the ticket	String
Type	Type of the ticket (e.g., Incident, Problem)	String

Sample Response:

{
  "cc_emails": [
    "[email protected]",
    "[email protected]"
  ],
  "fwd_emails": [],
  "reply_cc_emails": [
    "[email protected]",
    "[email protected]"
  ],
  "email_config_id": null,
  "group_id": null,
  "priority": 1,
  "requester_id": 129,
  "responder_id": null,
  "source": 2,
  "status": 2,
  "subject": "Support needed..",
  "company_id": 1,
  "id": 1,
  "type": "Question",
  "to_emails": null,
  "product_id": null,
  "fr_escalated": false,
  "spam": false,
  "urgent": false,
  "is_escalated": false,
  "created_at": "2015-07-09T13:08:06Z",
  "updated_at": "2015-07-23T04:41:12Z",
  "due_by": "2015-07-14T13:08:06Z",
  "fr_due_by": "2015-07-10T13:08:06Z",
  "description_text": "Some details on the issue ...",
  "description": "<div>Some details on the issue ..</div>",
  "tags": [],
  "attachments": []
}

2.2 Update ticket

This action updates a single ticket.

Node Input Params:

Field Name	Description	Datatype
Ticket ID	Ticket identification number (e.g., 2112)	Number
Email	Email address of the user (e.g., [email protected])	String
Name	Name of the user (e.g., John Doe)	String
Phone	Mobile number of the user (e.g., 9999999999)	String
Priority	Priority level of the ticket (Low: 1, Medium: 2, High: 3, Urgent: 4)	Number
Source	Source of the ticket (Email: 1, Portal: 2, Phone: 3, Chat: 7, Feedback Widget: 9, Outbound Email: 10)	Number
Status	Status of the ticket (Open: 2, Pending: 3, Resolved: 4, Closed: 5)	Number
Tags	Tags associated with the ticket (e.g., ["login failure", "system issue"])	Array
Custom Fields	Custom fields and their values (e.g., {"key1": "value1", ...})	Object Type (Ensure key names are prefixed with "cf_")
Email Config ID	Email configuration ID	Number
Description	Description of the ticket	String
Group ID	Group ID associated with the ticket	Number
Product ID	Product ID associated with the ticket	Number
Subject	Subject of the ticket	String
Type	Type of the ticket (e.g., Incident, Problem)	String

Sample Response:

{
  "cc_emails": [],
  "fwd_emails": [],
  "reply_cc_emails": [],
  "description_text": "Not given.",
  "description": "<div>Not given.</div>",
  "spam": false,
  "email_config_id": null,
  "fr_escalated": false,
  "group_id": null,
  "priority": 2,
  "requester_id": 1,
  "responder_id": null,
  "source": 3,
  "status": 3,
  "subject": "",
  "id": 20,
  "type": null,
  "to_emails": null,
  "product_id": null,
  "attachments": [],
  "is_escalated": false,
  "tags": [],
  "created_at": "2015-08-24T11:56:51Z",
  "updated_at": "2015-08-24T11:59:05Z",
  "due_by": "2015-08-27T11:30:00Z",
  "fr_due_by": "2015-08-25T11:30:00Z"
}

2.3 List all tickets

This action retrieves all the tickets. By default, only 50 tickets that were created in the past 30 days will be displayed. To get more tickets, pagination parameters can be used.

Node Input Params:

Field Name	Description	Datatype
Page No	Page number	Number
Page Size	Number of items per page	Number

Sample Response:

  {
  "body": [
    {
      "cc_emails": [
        "[email protected]",
        "[email protected]"
      ],
      "fwd_emails": [],
      "reply_cc_emails": [
        "[email protected]",
        "[email protected]"
      ],
      "fr_escalated": false,
      "spam": false,
      "email_config_id": null,
      "group_id": 2,
      "priority": 1,
      "requester_id": 5,
      "responder_id": 1,
      "source": 2,
      "status": 2,
      "subject": "Please help",
      "to_emails": null,
      "product_id": null,
      "id": 18,
      "type": "Lead",
      "created_at": "2015-08-17T12:02:50Z",
      "updated_at": "2015-08-17T12:02:51Z",
      "due_by": "2015-08-20T11:30:00Z",
      "fr_due_by": "2015-08-18T11:30:00Z",
      "is_escalated": false,
      "custom_fields": {
        "cf_category": "Default"
      }
    },
    {
      "cc_emails": [],
      "fwd_emails": [],
      "reply_cc_emails": [],
      "fr_escalated": false,
      "spam": false,
      "email_config_id": null,
      "group_id": null,
      "priority": 1,
      "requester_id": 1,
      "responder_id": null,
      "source": 2,
      "status": 2,
      "subject": "",
      "to_emails": null,
      "product_id": null,
      "id": 17,
      "type": null,
      "created_at": "2015-08-17T12:02:06Z",
      "updated_at": "2015-08-17T12:02:07Z",
      "due_by": "2015-08-20T11:30:00Z",
      "fr_due_by": "2015-08-18T11:30:00Z",
      "is_escalated": false,
      "custom_fields": {
        "cf_category": null
      }
    }
  ]
}

2.4 View ticket

Retrieves the details for the specified ticket ID.

Node Input Params:

Field Name	Description	Datatype
Ticket ID	Ticket identification number (e.g., 5)	Number

Sample Response:

{
  "cc_emails": [
    "[email protected]"
  ],
  "fwd_emails": [],
  "reply_cc_emails": [
    "[email protected]"
  ],
  "email_config_id": null,
  "fr_escalated": false,
  "group_id": null,
  "priority": 1,
  "requester_id": 1,
  "responder_id": null,
  "source": 2,
  "spam": false,
  "status": 2,
  "subject": "",
  "company_id": 1,
  "id": 20,
  "type": null,
  "to_emails": null,
  "product_id": null,
  "created_at": "2015-08-24T11:56:51Z",
  "updated_at": "2015-08-24T11:59:05Z",
  "due_by": "2015-08-27T11:30:00Z",
  "fr_due_by": "2015-08-25T11:30:00Z",
  "is_escalated": false,
  "association_type": null,
  "description_text": "Not given.",
  "description": "<div>Not given.</div>",
  "custom_fields": {
    "cf_category": "Primary"
  },
  "tags": [],
  "attachments": []
}

2.5 Update multiple tickets

This action allows the user to update multiple tickets.

Node Input Params:

Field Name	Description	Datatype
Ticket IDs	Array of ticket identification numbers (e.g., [5,6,7])	Array of Number
Properties	Object containing ticket properties	Object Type
Reply	Object containing the content of the reply to be added to the tickets	Object Type
From Email	Support email address from which the reply should be sent	String
Email Config ID	ID of the support email configuration on the ticket	Number
Group ID	ID of the group to be assigned to the ticket	Number
Priority	Priority level of the ticket (Possible values: 1, 2, 3, 4)	Number
Source	Source of the ticket (Possible values: 1, 2, 3, 7, 8, 9, 10)	Number
Status	Status of the ticket (Possible values: 2, 3, 4, 5, 6, 7)	Number
Type	Type of the ticket	String
Product ID	ID of the product to be associated with the ticket	Number
Custom Fields	Key-value pairs containing the names and values of custom fields. Ensure keys are prefixed with `cf_` (e.g., {"cf_key1": "value1", ...})	Object
Tags	Array of strings representing tags associated with the ticket	Array of strings
Internal Agent Id	ID of the internal agent to whom the ticket should be assigned	Number
Internal Group Id	ID of the internal group to which the ticket should be assigned	Number

Field Name	Sample Input	Remarks
Ticket IDs	[5,6,7]	Array of Number
Properties		Object Type
Reply		Object Type Content of the reply to be added to the tickets
From Email	String	Support email from which the reply should be sent
Email Config ID	Number	Support email config on the ticket. This will be used for the corresponding responses on the ticket.
Group ID	Number	ID of the group to be assigned on the ticket
Priority	Number	Used to set the priority of the ticket. Possible values are 1,2,3,4
Source	Number	Used to set the source of the ticket. Possible values are 1, 2,3,7,8,9,10
Status	Number	Used to set the status of the ticket. Possible values are 2,3,4,5,6,7
Type	String	Type of the ticket
Product ID	Number	ID of the product to be associated with the ticket
Custom Fields	Object	Key value pairs containing the names and values of custom fields. For custom fields, it's necessary to prefix the key with `cf_`.
tags	Array of strings	Tags that have been associated with the ticket
Internal Agent Id	Number	ID of the internal agent to whom the ticket should be assigned
Internal Group Id	Number	ID of the internal group to which the ticket should be assigned with

Sample Response:

{
  "job_id": "e4d18654f60b5204513155b26c6cb",
  "href": "https://domain.freshdesk.com/api/v2/jobs/e4d18654f60b5204513155b26c6cb"
}

2.6 Filter tickets

This action returns a filtered list of tickets based on the specified query filter. The number of objects returned per page is 30. The total count of the results will also be returned with the result.

Node Input Params:

Field Name	Description	Datatype
query*	Search query (e.g., "(priority:2)")	String
Page no	Page number (e.g., 2)	Number (Max:10)

Query Formats:

"(ticket_field:integer OR ticket_field:'string') AND ticket_field:boolean"
"priority:>3 AND created_at:'2017-01-01'"
"type:null AND priority:4"

Sample Response:

 {
  "total": 49,
  "results": [
    {
      "cc_emails": [
        "[email protected]"
      ],
      "fwd_emails": [],
      "reply_cc_emails": [],
      "fr_escalated": false,
      "spam": false,
      "email_config_id": 17,
      "group_id": 156,
      "priority": 3,
      "requester_id": 6007738334,
      "responder_id": 6001263404,
      "source": 2,
      "company_id": 2,
      "status": 2,
      "subject": "Sample Title",
      "to_emails": null,
      "product_id": null,
      "id": 47,
      "type": null,
      "due_by": "2016-02-23T16:00:00Z",
      "fr_due_by": "2016-02-22T17:00:00Z",
      "is_escalated": true,
      "description": "<div>Sample description</div>",
      "description_text": "Sample description",
      "created_at": "2016-02-20T09:16:58Z",
      "updated_at": "2016-02-23T16:14:57Z",
      "custom_fields": {
        "cf_sector_no": 7,
        "cf_locked": true
      }
    },
    {
      "cc_emails": [
        "[email protected]"
      ],
      "fwd_emails": [],
      "reply_cc_emails": [],
      "fr_escalated": true,
      "spam": false,
      "email_config_id": 44,
      "group_id": 65,
      "priority": 3,
      "requester_id": 6007738334,
      "responder_id": 6001263404,
      "source": 2,
      "company_id": 33,
      "status": 2,
      "subject": "New Title",
      "to_emails": null,
      "product_id": null,
      "id": 57,
      "type": null,
      "due_by": "2016-02-23T16:00:00Z",
      "fr_due_by": "2016-02-22T17:00:00Z",
      "is_escalated": true,
      "description": "<div>New description</div>",
      "description_text": "New description",
      "created_at": "2016-02-20T16:15:10Z",
      "updated_at": "2016-03-14T15:58:13Z",
      "custom_fields": {
        "cf_sector_no": 8,
        "cf_locked": true
      }
    }
  ]
}

2.7 Get all agents

Retrieves a list of all agents. The default Page Number is 1 and the Page Size is 50.

Node Input Params:

Field Name	Description	Datatype
Page Number	Page number	Number
Page Size	Number of items per page (max: 10)	Number

Sample Response:

[
  {
    "available": true,
    "occasional": false,
    "signature": null,
    "id": 1,
    "ticket_scope": 1,
    "created_at": "2015-08-18T16:18:05Z",
    "updated_at": "2015-08-18T16:18:05Z",
    "available_since": null,
    "type": "support_agent",
    "contact": {
      "active": true,
      "email": "[email protected]",
      "job_title": null,
      "language": "en",
      "last_login_at": "2015-08-21T14:54:46+05:30",
      "mobile": null,
      "name": "Support",
      "phone": null,
      "time_zone": "Chennai",
      "created_at": "2015-08-18T16:18:05Z",
      "updated_at": "2015-08-25T08:50:20Z"
    }
  },
  {
    "available": true,
    "occasional": false,
    "signature": null,
    "id": 432,
    "ticket_scope": 1,
    "created_at": "2015-08-28T11:47:58Z",
    "updated_at": "2015-08-28T11:47:58Z",
    "available_since": null,
    "type": "support_agent",
    "contact": {
      "active": false,
      "email": "[email protected]",
      "job_title": "Journalist",
      "language": "en",
      "last_login_at": null,
      "mobile": null,
      "name": "Clark Kent",
      "phone": null,
      "time_zone": "Chennai",
      "created_at": "2015-08-28T09:08:16Z",
      "updated_at": "2015-08-28T11:47:58Z"
    }
  }
]      

2.8 Get all groups

This action returns a list of all agent groups. This data can be used in creating or updating ticket actions where a group id is required for assigning a ticket to a specific group of agents.

Node Input Params:

Field Name	Description	Datatype
Page Number	Page number	Number
Page Size	Number of items per page (max: 10)	Number

Sample Response:

[
  {
    "id": 6733,
    "name": "Account managers",
    "description": "Account managers",
    "escalate_to": null,
    "unassigned_for": null,
    "agent_ids": [],
    "created_at": "2021-02-10T07:20:31Z",
    "updated_at": "2021-02-10T07:20:31Z",
    "allow_agents_to_change_availability": false,
    "business_calendar_id": null,
    "type": "support_agent_group",
    "automatic_agent_assignment": {
      "enabled": false
    }
  },
  {
    "id": 6705,
    "name": "Billing",
    "description": "Members of the Billing team belong to this group",
    "escalate_to": null,
    "unassigned_for": null,
    "agent_ids": [],
    "created_at": "2021-02-10T06:32:10Z",
    "updated_at": "2021-02-10T06:32:10Z",
    "allow_agents_to_change_availability": false,
    "business_calendar_id": null,
    "type": "support_agent_group",
    "automatic_agent_assignment": {
      "enabled": false
    }
  },
  {
    "id": 6706,
    "name": "Payment",
    "description": "Members of the Payments team belong to this group",
    "escalate_to": [
      6
    ],
    "unassigned_for": "30",
    "agent_ids": [
      2
    ],
    "created_at": "2021-02-11T06:32:10Z",
    "updated_at": "2021-02-11T06:32:10Z",
    "allow_agents_to_change_availability": true,
    "business_calendar_id": 1,
    "type": "support_agent_group",
    "automatic_agent_assignment": {
      "enabled": true,
      "type": "channel_specific",
      "settings": [
        {
          "channel": "ticket",
          "assignment_type": "skill_based_round_robin",
          "assignment_type_settings": {
            "capping_limit": 2
          }
        }
      ]
    }
  }
]

2.9 Get all email configs

Retrieves all the email configs that are configured in the support panel settings. By default, it returns 50 records. To get more data, a pagination parameter can be provided.

Node Input Params:

Field Name	Description	Datatype
Page Number	Page number	Number
Page Size	Number of items per page (max: 10)	Number

Sample Response:

[
  {
    "id": 1,
    "name": "Primary Email",
    "product_id": null,
    "to_email": "[email protected]",
    "reply_email": "[email protected]",
    "group_id": null,
    "primary_role": true,
    "active": true,
    "created_at": "2015-05-03T09:08:53+05:30",
    "updated_at": "2015-05-03T09:08:53+05:30"
  },
  {
    "id": 2,
    "name": "Support emails",
    "product_id": null,
    "to_email": "[email protected]",
    "reply_email": "[email protected]",
    "group_id": 2,
    "primary_role": false,
    "active": false,
    "created_at": "2015-07-03T09:08:53+05:30",
    "updated_at": "2015-07-03T09:08:53+05:30"
  }
]

2.10 Get all products

Gets the list of products configured in the Freshdesk support panel. By default, it returns 50 records. To get more data, a pagination parameter should be provided.

Node Input Params:

Field Name	Description	Datatype
Page Number	Page number	Number
Page Size	Number of items per page (max: 10)	Number

Sample Response:

[[
  {
    "id": 1,
    "name": "Freshservice",
    "description": "Support for IT",
    "created_at": "2015-07-03T09:08:53+05:30",
    "updated_at": "2015-07-03T09:08:53+05:30"
  }
]

2.11 Add watcher

This action adds agents as a watcher to the specified ticket.

Node Input Params:

Field Name	Description	Datatype
Ticket ID	Ticket identification number Example: 19	Number
User ID	User identification number Example: 5	Number

2.12 Get all ticket forms

Retrieves the list of all the available ticket forms from Freshdesk. This action doesn't require any parameter.

Sample Response:

[
  {
    "id": 1,
    "name": "report_an_issue",
    "title": "Report an issue",
    "default": true,
    "description": "This form has all fields that customers can view or edit.",
    "created_at": "2022-05-25T10:43:01Z",
    "updated_at": "2022-06-01T10:21:34Z",
    "last_updated_by": 51020877290,
    "portals": []
  },
  {
    "id": 2,
    "name": "return_items",
    "title": "Return items",
    "default": false,
    "description": "Form to raise return requests on Acme portal",
    "created_at": "2022-05-27T10:33:34Z",
    "updated_at": "2022-05-31T10:06:26Z",
    "last_updated_by": 51020877290,
    "portals": [
      {
        "id": 1,
        "name": "portal 1"
      }
    ]
  }
]

2.13 View ticket form

Retrieves the ticket form details of the specified formId.

Node Input Params:

Field Name	Description	Datatype
formId	Form identification number	Number

Sample Response:

{
  "id": 3,
  "name": "return_items",
  "title": "Return items",
  "default": true,
  "description": "Form to raise return requests on Acme portal",
  "created_at": "2022-05-25T10:43:01Z",
  "updated_at": "2022-06-01T10:21:34Z",
  "last_updated_by": 51020877290,
  "portals": [],
  "fields": [
    {
      "id": 1,
      "name": "requester",
      "label": "Search a requester",
      "label_for_customers": "Requester",
      "position": 1,
      "type": "default_requester",
      "default": true,
      "customers_can_edit": true,
      "required_for_closure": false,
      "required_for_agents": true,
      "required_for_customers": true,
      "displayed_to_customers": true,
      "created_at": "2022-05-25 10:43:01",
      "updated_at": "2022-05-25 10:43:01",
      "archived": false,
      "portal_cc": "false",
      "portal_cc_to": "company"
    },
    {
      "id": 2,
      "name": "subject",
      "label": "Subject",
      "label_for_customers": "Subject",
      "position": 2,
      "type": "default_subject",
      "default": true,
      "customers_can_edit": true,
      "required_for_closure": false,
      "required_for_agents": true,
      "required_for_customers": true,
      "displayed_to_customers": true,
      "created_at": "2022-05-25 10:43:01",
      "updated_at": "2022-05-25 10:43:01",
      "archived": false
    },
    {
      "id": 3,
      "name": "status",
      "label": "Status",
      "label_for_customers": "Status",
      "position": 5,
      "type": "default_status",
      "default": true,
      "customers_can_edit": false,
      "required_for_closure": false,
      "required_for_agents": true,
      "required_for_customers": false,
      "displayed_to_customers": true,
      "created_at": "2022-05-25 10:43:01",
      "updated_at": "2022-05-25 10:43:01",
      "archived": false
    }
  ]
}

2.14 Update ticket form

This action helps in updating the title and description of the specified formId.

Node Input Params:

Field Name	Description	Datatype
formId	Form identification number	Number
Title	Title of the custom ticket form	String
Description	Description of the custom ticket form	String

Sample Response:

{
  "id": 1,
  "name": "updated_returns_form",
  "title": "Updated returns form",
  "default": false,
  "description": "New returns form for summer sale",
  "created_at": "2022-05-31T06:53:48Z",
  "updated_at": "2022-06-01T14:31:25Z",
  "last_updated_by": 51020877290,
  "portals": [],
  "fields": [
    {
      "id": 1,
      "name": "requester",
      "label": "Search a requester",
      "label_for_customers": "Requester details",
      "position": 1,
      "type": "default_requester",
      "default": true,
      "customers_can_edit": true,
      "required_for_closure": false,
      "required_for_agents": true,
      "required_for_customers": true,
      "displayed_to_customers": true,
      "created_at": "2022-05-31 06:53:48",
      "updated_at": "2022-05-31 09:02:28",
      "archived": false,
      "portal_cc": "false",
      "portal_cc_to": null
    },
    {
      "id": 2,
      "name": "company",
      "label": "Company",
      "label_for_customers": "Company",
      "position": 2,
      "type": "default_company",
      "default": true,
      "customers_can_edit": true,
      "required_for_closure": false,
      "required_for_agents": true,
      "required_for_customers": true,
      "displayed_to_customers": true,
      "created_at": "2022-05-31 06:53:48",
      "updated_at": "2022-05-31 06:53:48",
      "archived": false
    }
  ]
}

2.15 Update ticket form fields

This action helps in updating the fields in the ticket forms.

Node Input Params:

Field Name	Description	Datatype
Field ID	Field identification number	Number
Form ID	Form identification number	Number
Field Name	Name of the field	String
Field Placeholder	Placeholder text for the field (e.g., [email protected])	String
Field Hint	Hint text for the field displayed in a tooltip (e.g., Customer Email)	String
Is Editable	Indicates if the field can be updated by customers (e.g., true)	Boolean
Field Position	Position of the field in the form (e.g., 2)	Number
Required for Customers	Indicates if the field is required for customers in the portal (e.g., false)	Boolean

Sample Response:

      {
  "id": 1,
  "name": "requester",
  "label": "Search a requester",
  "label_for_customers": "Requester email",
  "position": 1,
  "type": "default_requester",
  "default": true,
  "customers_can_edit": true,
  "required_for_closure": false,
  "required_for_agents": true,
  "required_for_customers": true,
  "displayed_to_customers": true,
  "created_at": "2022-05-27 10:33:34",
  "updated_at": "2022-05-31 09:25:06",
  "archived": false,
  "portal_cc": null,
  "portal_cc_to": null,
  "hint_for_customers": "Requester email",
  "placeholder_for_customers": "Requester Email"
}

2.16 Create note

This action helps in creating a public or private note in the ticket.

Node Input Params:

Field Name	Description	Datatype
Body(HTML)	HTML content for the note (e.g., sample text)	String (HTML)
Ticket ID	Ticket identification number	Number
Notify Agents	List of email addresses to notify (e.g., ["[email protected]", "[email protected]"])	Array of strings
Private	Indicates if the note is private (e.g., false for public, true for private)	Boolean
User ID	Identification of the agent adding the note (e.g., 3)	Number

Sample Response: 5

3. Freshdesk node Troubleshooting guide

Action node failed

Error Details:

"field": "custom_fields.cf_agent",
"message": "It should be one of these values: 'Sarath,Bharath,Ajay,Prem,Senthil,Archana,Sneha Kandasamy (Freshworks),Prashanth Thiagarajan (Freshworks),Aarabhi,Srikanth,Bibin,Ibraz,Animesh,Pawan,Arivazhahan,Kirti,Abrar,Bhavana,Chitrita,Dipesh,Ashok,Nishanth,Athulya,Chandni,Waseem,Akarsh V,Mayank'",
"code": "missing_field"

{
"field": "custom_fields.cf_category761533",
"message": "It should be one of these values: 'Transaction monitoring,Credit limit IncreaseV2,Feature Ask,App Breakages,KYC Verification Dont Use,Missing Label V2,Remittance India to US V2,Remittance U.S to India V2,ACH Transfer V2,WIRE Transfer V2,Credit card Bill Payment V2,Azpire V2,Azpire (linking to fintech Apps) V2,Azpire - Transaction Failures V2,Azpire - Transfers V2,Azpire - Bill Payments V2,Rewards 2.0 V2,Activation Journey V2,Credit card Subscription V2,SIM card request V2,Statements V2,KYC documents - Credit card / Checking account V2,Disputes V2,Card unblock V2,Card Ops V2,Account Closure V2,Bureau Reporting - Unsecured V2,Card logistics V2,Credit score tracker V2,Boost Account V2,Student Loan V2,Login/VPN issues V2,Reconciliation,ATM,CC Transaction Failures,Credit card / Debit card ( linking to fintech Apps),Junk/Influencer SPAM,Callback request'",
"code": "missing_field"
},

Problem: Ticket creation using Freshdesk keeps failing because custom fields that were configured in your Freshdesk account weren't configured/passed in the Freshdesk nodes.

Solution:

Pass the custom field names in the parameter as follows: {"cf_key1": "value1", ...}.
Ensure that you prefix 'cf_' to the key.
The custom field names are derived from the labels assigned to them during their creation. For instance, if you create a custom field with the label 'test', then the name of the custom field will be 'cf_test'.

This solution ensures that the required custom fields are properly configured and passed in the Freshdesk node, preventing ticket creation failures.

1. Connect Freshdesk with Yellow.ai​

1.1 Get your domain address & API Key from Freshdesk​

1.2 Add API key and domain to the Cloud platform​

2. Manage Freshdesk Tickets through Studio (bot conversations)​

2.1 Create ticket​

2.2 Update ticket​

2.3 List all tickets​

2.4 View ticket​

2.5 Update multiple tickets​

2.6 Filter tickets​

2.7 Get all agents​

2.8 Get all groups​

2.9 Get all email configs​

2.10 Get all products​

2.11 Add watcher​

2.12 Get all ticket forms​

2.13 View ticket form​

2.14 Update ticket form​

2.15 Update ticket form fields​

2.16 Create note​

3. Freshdesk node Troubleshooting guide​

Action node failed​

1. Connect Freshdesk with Yellow.ai

1.1 Get your domain address & API Key from Freshdesk

1.2 Add API key and domain to the Cloud platform

2. Manage Freshdesk Tickets through Studio (bot conversations)

2.1 Create ticket

2.2 Update ticket

2.3 List all tickets

2.4 View ticket

2.5 Update multiple tickets

2.6 Filter tickets

2.7 Get all agents

2.8 Get all groups

2.9 Get all email configs

2.10 Get all products

2.11 Add watcher

2.12 Get all ticket forms

2.13 View ticket form

2.14 Update ticket form

2.15 Update ticket form fields

2.16 Create note

3. Freshdesk node Troubleshooting guide

Action node failed