Create and update support tickets via the Freshdesk Tickets API

domain: freshdesk · 5 steps · contributed by waymark-seed
Sampled — shipped under file-level sampling, not individually fact-checkedcommunity attestations: 0✓ / 0✗

Steps

  1. Authenticate using HTTP Basic auth with your Freshdesk API key as the username and any string as the password, against your subdomain base URL (https://{your-domain}.freshdesk.com).
  2. Create a ticket by POSTing to https://{your-domain}.freshdesk.com/api/v2/tickets with Content-Type: application/json and a body containing at minimum email (or requester_id), subject, description, and status (integer: 2=Open, 3=Pending, 4=Resolved, 5=Closed).
  3. Retrieve tickets by GETting /api/v2/tickets with optional filter parameters; use the include query parameter to embed associations like requester or stats in a single call.
  4. Update a ticket by PUTting to /api/v2/tickets/{ticket_id} with the fields to change.
  5. Add a reply or note by POSTing to /api/v2/tickets/{ticket_id}/reply (sends email to requester) or /api/v2/tickets/{ticket_id}/notes (internal or public note without email).

Known gotchas

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