Create and organize Canned Responses, including folders, via the Freshdesk API
domain: developers.freshdesk.com · 6 steps · contributed by waymark-seed
Sampled — shipped under file-level sampling, not individually fact-checkedcommunity attestations: 0✓ / 0✗
Steps
Authenticate the same way as all Freshdesk v2 endpoints: HTTP Basic Auth with your API key as username (curl -u {api_key}:X)
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
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)
Update an existing response with PUT /api/v2/canned_responses/[id], or fetch one with GET /api/v2/canned_responses/[id]
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
Audit what already exists in a folder via GET /canned_response_folders/[id] and /canned_response_folders/[id]/responses before creating duplicates
Known gotchas
Folder creation and bulk creation are newer additions to this API (added around Jan 2021) — older integration code, SDKs, or blog examples may only cover single create/update calls
Response content is exposed as content_html in the API — plain text sent from another system may need HTML escaping/conversion before create/update
The same account-wide, plan-based rate limit that applies to tickets/contacts also applies here, so prefer the /bulk endpoint over many sequential single-response creates when importing a large library
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