Freshdesk integration

Overview

Freshdesk is a customer-support ticketing platform popular with SMBs and mid-market. The Automize Freshdesk connector covers tickets, contacts, companies, agents, groups, time entries, and ticket conversations.

• Regions: Each Freshdesk account has its own sub-domain (yourcompany.freshdesk.com). The connector hits your sub-domain on every call – pick it at connection time.
• Plans: Free, Growth, Pro, Enterprise – all expose the API. Some features (custom objects, advanced automations, sandbox) need Pro or Enterprise.

Setting up the connection

Auth type: HTTP Basic.

1. Sign in to Freshdesk → click your avatar → Profile Settings → API key (right sidebar).
2. Copy the API key.
3. In Automize, open Settings → Connectors → Freshdesk → Add connection. Enter sub-domain, set username=<API key>, password=X (any non-empty value).

Find your credentials at https://yourcompany.freshdesk.com/a/admin/api_keys.

Rate limits

Freshdesk enforces ~700 req/min for Growth, more for Pro/Enterprise. Per-endpoint limits apply (Create Ticket ~80/min). The connector reads X-Ratelimit-Remaining and pauses. For bulk loads use the Bulk Create endpoints (one call per 100 records).

Data model

Support primitives:

    Company ─┬─ Contacts (end-users + agents)
             └─ Tickets ─┬─ Conversations (replies + notes)
                         ├─ Time Entries
                         ├─ Tags
                         └─ Custom Fields
    Groups (agent assignment buckets)
    Agents (your team)

Available operations

18 operations available. Click any row to jump to its detail.

Operations

Add note

Add a private or public note to a Freshdesk ticket.

Tips

• private=true makes it an internal-only note (default). Set private=false to make it a public-facing note (rare – use Reply instead).

Create Contact

Create a new contact

Tips

• name + (email OR phone OR mobile) required.
• company_id links the contact to a company.

Create Ticket

Create a new ticket

Tips

• subject + description + email + priority + status + type.
• Priority: 1 (Low), 2 (Medium), 3 (High), 4 (Urgent).
• Status: 2 (Open), 3 (Pending), 4 (Resolved), 5 (Closed).

Errors

• Invalid value for field 'priority' – Priority must be 1-4 (integer).

Create time entry

Log a time entry on a Freshdesk ticket.

Tips

• ticket_id + time_spent (HH:MM format).
• billable=true to flag for billing.

Delete Ticket

Delete a ticket

Tips

• Soft-deletes. Restorable from Trash for 30 days.

Get Contact

Get contact details

Tips

• Returns contact + custom fields.

Get Ticket

Get ticket details

Tips

• Returns ticket + requester. include=conversations,company to fold in nested data.

List Agents

List agents

No input parameters.

Tips

• Returns your support team. Useful for assignment routing.

List Companies

List companies

No input parameters.

Tips

• Filter by name (exact match) or domain.

List Contacts

List all contacts

No input parameters.

Tips

• Filter by email, company_id, mobile, phone.

List groups

List Freshdesk support groups.

No input parameters.

Tips

• Support groups. Use group_id on Update Ticket to assign.

List ticket conversations

List all conversations on a Freshdesk ticket.

Tips

• Returns replies + notes oldest-first.

List Tickets

List all tickets

No input parameters.

Tips

• Default returns 30 tickets per page. Pass per_page=100 (max) for bigger pages.
• filter=new_and_my_open (predefined), or use Search Tickets for arbitrary queries.

List time entries

List time entries on a Freshdesk ticket.

Tips

• Time logged on a ticket. Returns hours + note + agent + billable flag.

Reply to ticket

Add a reply to a Freshdesk ticket.

Tips

• Sends a public reply that emails the requester. body in HTML.

Search Tickets

Search tickets

No input parameters.

Tips

• Lucene query: 'priority:1 AND status:2 AND created_at:>2026-01-01'.
• Returns matching ticket IDs with summary fields.

Update Contact

Update an existing contact

Tips

• PUT-style. To merge duplicates, use the Freshdesk UI.

Update Ticket

Update an existing ticket

Tips

• PUT-style. To add a reply or note, use Reply Ticket / Add Note (separate endpoints).

FAQ

Sandbox vs production?

Sandboxes have a separate sub-domain (yourcompany-sandbox.freshdesk.com). Create separate Automize Freshdesk connections per sandbox/prod.

Custom fields – how?

Sent in the custom_fields object on Create/Update Ticket. Use the field's API name (snake_case version of label).

Why does Search return 0 when I can see matching tickets?

Search has a ~30s indexing delay. New tickets aren't immediately searchable. Use Get Ticket if you have the ID.

Related connectors

• Zendesk
• Intercom
• Freshservice