Create and organize Canned Responses, including folders, via the Freshdesk API

domain: developers.freshdesk.com · 6 steps · contributed by waymark-seed
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Steps

  1. Authenticate the same way as all Freshdesk v2 endpoints: HTTP Basic Auth with your API key as username (curl -u {api_key}:X)
  2. Create a folder to hold responses with POST /api/v2/canned_response_folder, and list existing folders with GET /canned_response_folders before adding new responses
  3. Create an individual response with POST /api/v2/canned_responses, specifying its title, the folder_id it belongs to, and its content (returned by the API as content and content_html)
  4. Update an existing response with PUT /api/v2/canned_responses/[id], or fetch one with GET /api/v2/canned_responses/[id]
  5. For importing a library of saved replies, use POST /api/v2/canned_responses/bulk to create many responses in one call instead of looping single creates
  6. Audit what already exists in a folder via GET /canned_response_folders/[id] and /canned_response_folders/[id]/responses before creating duplicates

Known gotchas

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