Freshdesk
Freshdesk is a cloud-based customer support solution that will help you streamline your customer service and make sure your customers receive the support they deserve! The Freshdesk connector is intended for Freshdesk agents to manage tickets and contacts.
This connector is available in the following products and regions:
| Service | Class | Regions |
|---|---|---|
| Logic Apps | Standard | All Logic Apps regions except the following: - Azure China regions - US Department of Defense (DoD) |
| Power Automate | Standard | All Power Automate regions except the following: - US Government (GCC High) - China Cloud operated by 21Vianet - US Department of Defense (DoD) |
| Power Apps | Standard | All Power Apps regions except the following: - US Government (GCC High) - China Cloud operated by 21Vianet - US Department of Defense (DoD) |
| Contact | |
|---|---|
| Name | Microsoft |
| URL | Microsoft LogicApps Support Microsoft Power Automate Support Microsoft Power Apps Support |
| Connector Metadata | |
|---|---|
| Publisher | Microsoft |
| Website | https://freshdesk.com/ |
| Privacy policy | https://www.freshworks.com/privacy/ |
Known issues and limitations
- For triggers "When a ticket is created", "When a ticket assigned to an agent is updated", "When a ticket is updated" description of the ticket is not returned by default in the response. You can specify including it into the trigger response by setting "Include description" parameter to "Yes". However, please note that this is associated with extra costs for your account on Freshdesk side since embedding is used in this case. If you need the description of the ticket, we recommend to use trigger in combination with "Get ticket" action, because this action's response includes the description by default.
- Creation of ticket type "Service Task" is not currently supported.
Creating a connection
The connector supports the following authentication types:
| Default | Parameters for creating connection. | All regions | Not shareable |
Default
Applicable: All regions
Parameters for creating connection.
This is not shareable connection. If the power app is shared with another user, another user will be prompted to create new connection explicitly.
| Name | Type | Description | Required |
|---|---|---|---|
| Account Url | string | Ex: https://company.freshdesk.com | True |
| Email or API Key (https://aka.ms/ii9u75) | string | Your email address | True |
| Password | securestring | Password (if using API key, any value can be specified) | True |
Throttling Limits
| Name | Calls | Renewal Period |
|---|---|---|
| API calls per connection | 100 | 60 seconds |
| Frequency of trigger polls | 1 | 15 seconds |
Actions
| Add a note to a ticket |
Add a private or public note to a ticket. |
| Create a ticket |
Create a ticket. |
| Get ticket |
Get a ticket by Id. |
| Update a ticket |
Update a ticket (only specified values will be updated). |
Add a note to a ticket
Add a private or public note to a ticket.
Parameters
| Name | Key | Required | Type | Description |
|---|---|---|---|---|
|
Ticket Id
|
ticketId | True | integer |
The ticket Id to add a note to. |
|
Content
|
body | True | string |
The content of the note. |
|
Private
|
private | boolean |
Indicates if this is a private note (default is true). |
Returns
- Body
- AddNote200Response
Create a ticket
Create a ticket.
Parameters
| Name | Key | Required | Type | Description |
|---|---|---|---|---|
|
Subject
|
subject | True | string |
The subject for the ticket. |
|
Description
|
description | True | string |
The description for the ticket. |
|
Email
|
True | string |
The email of the requester. |
|
|
Priority
|
priority | True | string |
The priority for the ticket. |
|
Status
|
status | True | string |
The status of the ticket. |
|
Type
|
type | string |
Helps categorize the ticket according to the different kinds of issues your support team deals with. |
|
|
Due By
|
due_by | date-time |
Timestamp that denotes when the ticket is due to be resolved (in format yyyy-MM-ddTHH:mm:ssZ). |
|
|
First Response Due By
|
fr_due_by | date-time |
Timestamp that denotes when the first response is due (in format yyyy-MM-ddTHH:mm:ssZ). |
|
|
Agent
|
responder_id | integer |
The agent of the ticket. |
|
|
Product
|
product_id | integer |
The product the ticket should be part of (for admin use only). |
Returns
Get ticket
Get a ticket by Id.
Parameters
| Name | Key | Required | Type | Description |
|---|---|---|---|---|
|
Ticket Id
|
ticketId | True | string |
The ticket Id. |
Returns
Update a ticket
Update a ticket (only specified values will be updated).
Parameters
| Name | Key | Required | Type | Description |
|---|---|---|---|---|
|
Ticket Id
|
ticketId | True | integer |
The ticket Id to update. |
|
Description
|
description | string |
The ticket description. |
|
|
Subject
|
subject | string |
The subject of the ticket. |
|
|
Priority
|
priority | string |
The priority of the ticket. |
|
|
Status
|
status | string |
The status of the ticket. |
|
|
Type
|
type | string |
Helps categorize the ticket according to the different kinds of issues your support team deals with. |
|
|
Due By
|
due_by | date-time |
Timestamp that denotes when the ticket is due to be resolved (in format yyyy-MM-ddTHH:mm:ssZ). |
|
|
Agent
|
responder_id | integer |
The agent of the ticket. |
Returns
Triggers
| When a contact is added |
When a contact is added. This trigger works only if the Freshdesk account has less than 100 contacts. |
| When a ticket assigned to an agent is updated |
When any ticket assigned to the selected agent is updated. |
| When a ticket is created |
When any ticket is created. |
| When a ticket is updated |
When a ticket is updated. |
| When a ticket status changes |
When the status of the ticket changes. |
| When an agent is added |
When an agent is added (for admin use only). This trigger works only if the Freshdesk account has less than 100 agents. |
When a contact is added
When a contact is added. This trigger works only if the Freshdesk account has less than 100 contacts.
Returns
| Name | Path | Type | Description |
|---|---|---|---|
|
Active
|
active | boolean |
Set to true if the contact has been verified. |
|
Address
|
address | string |
Address of the contact. |
|
Company Id
|
company_id | integer |
Id of the company to which this contact belongs. |
|
Description
|
description | string |
A short description of the contact. |
|
Email
|
string |
Primary email address of the contact. |
|
|
Id
|
id | integer |
Id of the contact. |
|
Job Title
|
job_title | string |
Job title of the contact. |
|
Language
|
language | string |
Language of the contact. |
|
Mobile
|
mobile | string |
Mobile number of the contact. |
|
Name
|
name | string |
Name of the contact. |
|
Phone
|
phone | string |
Telephone number of the contact. |
|
Time Zone
|
time_zone | string |
Time zone in which the contact resides. |
|
Twitter Id
|
twitter_id | string |
Twitter handle of the contact. |
|
Created At
|
created_at | date-time |
Contact creation timestamp (in format yyyy-MM-ddTHH:mm:ssZ). |
|
Updated At
|
updated_at | date-time |
Contact updated timestamp (in format yyyy-MM-ddTHH:mm:ssZ). |
When a ticket assigned to an agent is updated
When any ticket assigned to the selected agent is updated.
Parameters
| Name | Key | Required | Type | Description |
|---|---|---|---|---|
|
Agent Id
|
agentId | True | integer |
The agent id. |
|
Include description
|
includeDescription | boolean |
Should the response of the trigger include the description. |
Returns
When a ticket is created
When any ticket is created.
Parameters
| Name | Key | Required | Type | Description |
|---|---|---|---|---|
|
Include description
|
includeDescription | boolean |
Should the response of the trigger include the description. |
Returns
When a ticket is updated
When a ticket is updated.
Parameters
| Name | Key | Required | Type | Description |
|---|---|---|---|---|
|
Ticket Id
|
ticketId | integer |
The ticket Id. |
|
|
Include description
|
includeDescription | boolean |
Should the response of the trigger include the description. |
Returns
When a ticket status changes
When the status of the ticket changes.
Parameters
| Name | Key | Required | Type | Description |
|---|---|---|---|---|
|
Ticket Id
|
ticketId | True | integer |
The ticket Id. |
|
New Status
|
status | string |
The new status of the ticket. |
Returns
When an agent is added
When an agent is added (for admin use only). This trigger works only if the Freshdesk account has less than 100 agents.
Returns
| Name | Path | Type | Description |
|---|---|---|---|
|
id
|
id | integer |
id |
|
Ticket Scope
|
ticket_scope | integer |
Ticket permission of the agent. |
|
Created At
|
created_at | date-time |
Agent creation timestamp (in format yyyy-MM-ddTHH:mm:ssZ). |
|
Updated At
|
updated_at | date-time |
Agent updated timestamp (in format yyyy-MM-ddTHH:mm:ssZ). |
|
Active
|
contact.active | boolean |
Set to true if the agent is verified. |
|
Email
|
contact.email | string |
Email address of the agent. |
|
Job Title
|
contact.job_title | string |
Job title of the agent. |
|
Language
|
contact.language | string |
Language of the agent. |
|
Last Login At
|
contact.last_login_at | date-time |
Timestamp of the agent's last successful login (in format yyyy-MM-ddTHH:mm:ssZ). |
|
Mobile
|
contact.mobile | string |
Mobile number of the agent. |
|
Name
|
contact.name | string |
Name of the agent. |
|
Phone
|
contact.phone | string |
Telephone number of the agent. |
|
Time Zone
|
contact.time_zone | string |
Time zone of the agent. |
|
Created At
|
contact.created_at | date-time |
Agent Creation timestamp (in format yyyy-MM-ddTHH:mm:ssZ). |
|
Updated At
|
contact.updated_at | date-time |
Timestamp of the last update to the agent (in format yyyy-MM-ddTHH:mm:ssZ). |
Definitions
CreateTicket200Response
| Name | Path | Type | Description |
|---|---|---|---|
|
Spam
|
spam | boolean |
Set to true if the ticket has been marked as spam. |
|
Priority
|
priority | string |
Priority of the ticket. |
|
Requester Id
|
requester_id | integer |
User Id of the requester. |
|
Agent Id
|
responder_id | integer |
Id of the agent to whom the ticket has been assigned. |
|
Source
|
source | string |
The channel through which the ticket was created. |
|
Status
|
status | string |
Status of the ticket. |
|
Subject
|
subject | string |
Subject of the ticket. |
|
Ticket Id
|
id | integer |
The unique Id of the ticket. |
|
Type
|
type | string |
Helps categorize the ticket according to the different kinds of issues your support team deals with. |
|
Due By
|
due_by | date-time |
Timestamp that denotes when the ticket is due to be resolved (in format yyyy-MM-ddTHH:mm:ssZ). |
|
Is Escalated
|
is_escalated | boolean |
Set to true if the ticket has been escalated for any reason. |
|
Description
|
description | string |
HTML content of the ticket. |
|
Description Text
|
description_text | string |
Content of the ticket in plain text. |
|
Created At
|
created_at | date-time |
Ticket creation timestamp (in format yyyy-MM-ddTHH:mm:ssZ). |
|
Updated At
|
updated_at | date-time |
Ticket updated timestamp (in format yyyy-MM-ddTHH:mm:ssZ). |
|
Deleted
|
deleted | boolean |
Set to true if the ticket has been deleted. |
AddNote200Response
| Name | Path | Type | Description |
|---|---|---|---|
|
Private
|
private | boolean |
Set to true if the note is private. |
|
Content
|
body | string |
Content of the note in HTML. |
|
Content Text
|
body_text | string |
Content of the note in plain text. |
|
Ticket Id
|
ticket_id | integer |
Id of the ticket to which this note is being added. |
|
Created At
|
created_at | date-time |
Note creation timestamp (in format yyyy-MM-ddTHH:mm:ssZ). |
|
Update At
|
updated_at | date-time |
Note updated timestamp (in format yyyy-MM-ddTHH:mm:ssZ). |