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Freshdesk

Messaging, collaboration & support

Send the right update through Freshdesk at the right moment, with a person approving what reaches customers.

45 ways to read, 20 ways to write, each write switched on by you.

Try this in the sandboxBring us a workflow

Quality checks

Built and tested with example responses.

  1. Ready to connect: doneEvery listed action is built in.
  2. Built and tested with example responses: doneEach action is built from the provider’s published API and tested against example responses, errors, rate limits and paging.
Freshdesk with Nexra

Connected, approved, proven.

The things teams do most with Freshdesk, an example flow with a person in the loop, and what Nexra keeps as proof.

Top actions

  • Create canned responsecanned_responses.createApproval by rule
  • Create companycompanies.createApproval by rule
  • List agentsagents.listRead

Example flow

  1. Freshdesk · List agentsagents.listDone
  2. Freshdesk · Create canned responsecanned_responses.createMaker-checker
  3. Nexra · Record the decision and result in the evidence chainProven

Example workflow. Routine runs go through on their own. Only a change your rules flag, such as one over a limit you set, waits for the right person, who sees the exact change and the rule before it reaches Freshdesk.

What gets logged

  • Whether it ran on its own or who approved it, and under which rule
  • A fingerprint of the exact request sent to Freshdesk
  • Freshdesk's reply: what it created or changed
  • One entry in the evidence chain, linked to the one before

Try this in the sandbox

Run the whole flow with test data in your sandbox, then connect your own account when you are ready to go live.

Try this in the sandboxBring us a workflow

For developers

Technical detail

Read, filter and write Freshdesk tickets, notes, contacts, companies, groups, time entries, canned responses, articles and custom object records, plus agents, roles, SLAs and CSAT.

Freshworks API docs
Source actions
45
Destination actions
20
Data types
32

What you can map

Reads are always available. Writes are off until you switch them on for a connection, and governed writes follow your policies.

account1
  • Get accountSource

    Account name, domain, data centre, time zone, plan tier and agent counts.

agents2
  • Get agentSource

    An agent with contact details, roles, groups and skills.

  • List agentsSource

    Agents with contact details, type, ticket scope and groups.

automation rules1
  • List automation rulesSource

    Automation rules for ticket creation (1), hourly triggers (3) or ticket updates (4).

business hours2
  • Get business hoursSource

    One business hour calendar.

  • List business hoursSource

    Business hour calendars with weekly hours and time zone.

canned response folders1
  • List canned response foldersSource

    Folders of canned responses with counts.

canned responses4
  • Create canned responseDestinationNot retried automaticallyApproval before production

    Creates an agent reply template in a folder. Nothing is sent to customers.

  • Get canned responseSource

    One canned response with content.

  • List canned responses in folderSource

    Canned responses with content in one folder.

  • Update canned responseDestinationProvider duplicate protectionApproval before production

    Updates a canned response's title, content, folder or visibility.

companies5
  • Create companyDestinationProvider duplicate protectionApproval before production

    Creates a company. Freshdesk requires company names to be unique.

  • Get companySource

    A company with domains, account tier and custom fields.

  • List companiesSource

    Companies with domains, account tier and custom fields.

  • Filter companiesSourceIncremental

    Companies matching a domain, creation or update dates and custom fields.

  • Update companyDestinationProvider duplicate protectionApproval before production

    Updates a company's details and custom fields.

company fields1
  • List company fieldsSource

    System and custom company fields with types and choices.

contact fields1
  • List contact fieldsSource

    System and custom contact fields with types and choices.

contacts5
  • Create contactDestinationNot retried automaticallyApproval before production

    Creates a contact. Provide at least one of email, phone, mobile or unique external ID.

  • Get contactSource

    A contact with custom fields.

  • List contactsSourceIncremental

    Contacts filtered by update time, email or company.

  • Filter contactsSource

    Contacts matching validated filters (verified, company, tag, language, time zone, dates and custom fields).

  • Update contactDestinationProvider duplicate protectionApproval before production

    Updates a contact's details, company and custom fields.

conversations2
  • List ticket conversationsSource

    Replies and notes on a ticket.

  • Update noteDestinationProvider duplicate protectionApproval before production

    Edits the body of a public or private note. Replies cannot be edited.

current agent1
  • Get API key ownerSource

    The agent whose API key this connection uses.

custom object records4
  • Create custom object recordDestinationNot retried automaticallyApproval before production

    Creates a record; lookup fields take ticket display IDs, contact or company org IDs.

  • Get custom object recordSource

    One custom object record with all field values and its version.

  • List custom object recordsSource

    Records of one custom object.

  • Update custom object recordDestinationProvider duplicate protectionApproval before production

    Updates a record's field values. Send the current version to avoid lost updates.

custom object schemas1
  • List custom objectsSource

    Custom object schemas with their fields and types.

email configs2
  • Get email configSource

    One support mailbox configuration.

  • List email configsSource

    Support mailboxes with their reply addresses, product and group.

groups4
  • Create groupDestinationProvider duplicate protectionApproval before production

    Creates an agent group. Freshdesk requires group names to be unique.

  • Get groupSource

    A group with members, escalation and assignment settings.

  • List groupsSource

    Agent groups with members and escalation settings.

  • Update groupDestinationProvider duplicate protectionApproval before production

    Updates a group's name, members and escalation settings.

notes1
  • Add noteDestinationNot retried automaticallyApproval before production

    Adds a private or public note to a ticket.

products2
  • Get productSource

    One product.

  • List productsSource

    Products (brands) configured in the helpdesk.

replies1
  • Reply to ticketDestinationNot retried automaticallyApproval before production

    Sends an email reply to the requester on a ticket.

roles2
  • Get roleSource

    One agent role.

  • List rolesSource

    Agent roles.

satisfaction ratings1
  • List satisfaction ratingsSourceIncremental

    Survey responses with ratings per question and feedback.

sla policies1
  • List SLA policiesSource

    SLA policies with per-priority targets and the tickets they apply to.

solution articles4
  • Create solution articleDestinationNot retried automaticallyApproval before production

    Creates a knowledge base article in a folder, as a draft unless status 2 is mapped.

  • Get solution articleSource

    A knowledge base article with its HTML body, tags and SEO data.

  • List solution articlesSource

    Articles in a knowledge base folder.

  • Update solution articleDestinationProvider duplicate protectionApproval before production

    Updates an article's title, body, status, tags or SEO data.

solution categories1
  • List solution categoriesSource

    Knowledge base categories.

solution folders1
  • List solution foldersSource

    Folders in a knowledge base category.

surveys1
  • List surveysSource

    Satisfaction surveys with their questions and accepted ratings.

ticket fields1
  • List ticket fieldsSource

    System and custom ticket fields with types and choices.

ticket forms1
  • List ticket formsSource

    Ticket forms with portal associations.

ticket satisfaction ratings1
  • List ticket satisfaction ratingsSource

    Survey responses recorded on one ticket.

ticket watchers2
  • Add ticket watcherDestinationProvider duplicate protectionApproval before production

    Adds an agent as a watcher on a ticket (an internal notification, not a reply).

  • List ticket watchersSource

    Agents watching a ticket.

tickets5
  • Create ticketDestinationNot retried automaticallyApproval before production

    Creates a ticket for a requester (by email, phone or contact ID).

  • Get ticketSource

    A ticket with requester, company, stats and up to ten conversations.

  • List ticketsSourceIncremental

    Tickets ordered by last update with descriptions, filtered by updated since.

  • Filter ticketsSourceIncremental

    Tickets matching validated filters (status, priority, assignment, type, tag, dates and custom fields).

  • Update ticketDestinationProvider duplicate protectionApproval before production

    Updates status, priority, assignment, tags and custom fields.

time entries3
  • Log time on ticketDestinationNot retried automaticallyApproval before production

    Creates a time entry on a ticket.

  • List time entriesSource

    Time entries for the account, or for one ticket.

  • Update time entryDestinationProvider duplicate protectionApproval before production

    Updates a time entry's duration, note, billable flag or agent.

Access and limits

Authentication
Agent API key
Plans and access
All Freshdesk plans; time tracking needs Growth or above and satisfaction surveys need Growth or above. Results follow the role and ticket scope of the agent whose API key is used.
Test environment
Freshdesk free trials can be used; Enterprise plans include a sandbox.
Rate limits
Per-minute account limits by plan (for example 200–700 per minute), with lower per-endpoint limits for ticket and contact lists; HTTP 429 with Retry-After.
Pagination
page and per_page (up to 100) with a Link rel=next header; ticket lists stop at 300 pages.
Provider events
Automation rules with webhook actions for ticket and contact events. Flows run on demand, on a schedule, or when a scheduled check finds new or changed records.

Before you build a flow

  • Ticket, contact, company, conversation, time entry, group, article and custom object record deletion, ticket and contact merging, spam handling, ticket restore and contact hard delete are intentionally not implemented.
  • Customer-facing sends beyond the existing Reply to ticket are excluded: outbound emails, ticket forwards, reply to forward, proactive outbound messages, contact invites and survey or satisfaction rating creation.
  • Bulk ticket update, bulk watch, imports, exports and agent creation or conversion (make agent) are excluded because they change many records or licences at once.
  • Filter operations accept only validated, quoted filters (no free-form query). They return 30 results per page and at most 10 pages, and newly changed records take a few minutes to be indexed.
  • Contact filters deliberately exclude email, phone, mobile and Twitter fields so personal data is never placed in a query string.
  • Custom object records are listed in provider order without filters; use Get custom object record for a known display ID. Updates should send the current version to avoid overwriting newer changes.
  • Admin-only reads (roles, business hours, SLA policies, email configs, automation rules, ticket forms, account) need an administrator API key; account details also need the Account Admin role.
  • Automation rules, SLA policies, ticket forms, skills and mailboxes are read-only or not implemented; their configuration stays in the Freshdesk admin console.
  • Ticket lists without Updated since only return tickets created in the last 30 days.
  • Attachments are not uploaded; attachment metadata is read.
  • Freshdesk documents no idempotency key; ticket, reply, note, contact and time entry creates are not repeated automatically when uncertain. Company names are unique in Freshdesk.
  • New knowledge base articles are created as drafts unless status 2 (published) is mapped.
  • Canned response update fields mirror the documented create fields; the update reference does not list every field separately.

Developer reference

  1. Create the Freshworks credentials described above with the narrowest permissions your flows need.
  2. In Nexra, open Connect, then Connections, then New connection, choose Freshdesk, enter its settings and credentials, and tick only the write actions you need. Connection guide
  3. Test the connection, then use its actions as flow sources and destinations. Flow guide
Freshworks docsAPI referenceFreshworks docsAuthenticationFreshworks docsRate limitsFreshworks docsWebhooks

Machine-readable detail: GET /api/public/connect/connectors/freshdesk and the Connections API.