# Freshdesk

Freshdesk is a cloud-based customer support platform that helps businesses manage customer interactions through ticketing, automation, and multi-channel support. It enables teams to efficiently handle customer queries via email, chat, phone, social media, and self-service portals. Freshdesk also offers AI-powered automation, analytics, and integrations to improve response times and enhance customer satisfaction.

### **How to Integrate Freshdesk with ZBrain Flow** <a href="#how-to-integrate-freshdesk-with-zbrain-flow" id="how-to-integrate-freshdesk-with-zbrain-flow"></a>

To integrate Freshdesk with ZBrain Flow:

1. Click the ‘+’ button in ZBrain Flow.
2. In the search bar, type "Freshdesk" and select it from the available options.
3. Choose an available action to start the setup process.

### **How to Create a Connection Between Freshdesk and ZBrain Flow** <a href="#how-to-create-a-connection-between-freshdesk-and-zbrain-flow" id="how-to-create-a-connection-between-freshdesk-and-zbrain-flow"></a>

To establish a connection between Freshdesk and ZBrain Flow:

1. **Enter a Connection Name** – Provide a name for easy identification.
2. **Enter the Base URL and API Token** – These credentials are required for authentication.
3. **Click ‘Save’** – This completes the connection setup.

### **How to Retrieve Base URL and API Token from Freshdesk** <a href="#how-to-retrieve-base-url-and-api-token-from-freshdesk" id="how-to-retrieve-base-url-and-api-token-from-freshdesk"></a>

**Base URL:**

* Log in to your Freshdesk account.
* The base URL follows this format:

```
https://yourdomain.freshdesk.com
```

Replace yourdomain with your actual Freshdesk subdomain.

**API Token:**

* Click on your profile picture in the top-right corner.
* Select "Profile Settings".
* In the right panel, locate and click ‘View API Key.’
* Complete the captcha verification to reveal and copy your API key.
* Use this API key for authentication in ZBrain Flow.

### **Available Actions in ZBrain Flow** <a href="#available-actions-in-zbrain-flow" id="available-actions-in-zbrain-flow"></a>

#### **1. Get Tickets** <a href="#id-1.-get-tickets" id="id-1.-get-tickets"></a>

Retrieves a list of support tickets from Freshdesk, allowing for automated tracking and reporting.

**Configuration Steps**

* Select an existing connection or create a new one.

#### **2. Get Contact from ID** <a href="#id-2.-get-contact-from-id" id="id-2.-get-contact-from-id"></a>

Fetches detailed information about a specific contact in Freshdesk using a Contact ID.

**Configuration Steps**

* Select an existing connection or create a new one.
* Enter the Contact ID.

### **Where to Find Contact ID in Freshdesk?** <a href="#where-to-find-contact-id-in-freshdesk" id="where-to-find-contact-id-in-freshdesk"></a>

* Log in to Freshdesk.
* Navigate to Contacts from the dashboard.
* Click on a contact to open their details.
* The Contact ID is visible in the URL.

Example:

{% code lineNumbers="true" %}

```
https://yourdomain.freshdesk.com/a/contacts/56789
```

{% endcode %}

Here, 56789 is the Contact ID.

#### **3. Get Ticket Status** <a href="#id-3.-get-ticket-status" id="id-3.-get-ticket-status"></a>

Retrieves the current status (e.g., Open, Pending, Resolved, or Closed) of a specific support ticket.

**Configuration Steps**

* Select an existing connection or create a new one.
* Enter the Ticket ID to fetch its status.

### **Where to Find Ticket ID in Freshdesk?** <a href="#where-to-find-ticket-id-in-freshdesk" id="where-to-find-ticket-id-in-freshdesk"></a>

* Log in to Freshdesk.
* Go to the Tickets section from the dashboard.
* Each ticket has a unique Ticket ID displayed next to its title or in the ticket URL.

Example:

{% code lineNumbers="true" %}

```
https://yourdomain.freshdesk.com/a/tickets/12345
```

{% endcode %}

Here, 12345 is the Ticket ID.

#### **4. Get Freshdesk Contacts** <a href="#id-4.-get-freshdesk-contacts" id="id-4.-get-freshdesk-contacts"></a>

Retrieves a list of contacts from Freshdesk, with optional filtering to refine results.

### **Configuration Steps**

* Select an existing connection or create a new one.
* Choose an optional filter:
  * Email
  * Mobile
  * Phone
  * Company ID
  * Updated Since
* Enter the filter value (if an optional filter is selected).
* Select an optional status filter (Blocked, Deleted, Unverified, or Verified).
* Enter the number of results to return (set to 0 for all results; max is 100).

#### **5. Get All Tickets by Status** <a href="#id-5.-get-all-tickets-by-status" id="id-5.-get-all-tickets-by-status"></a>

Fetches support tickets filtered by their status.

**Configuration Steps**

* Select an existing connection or create a new one.
* Choose one or more ticket statuses:
  * Open
  * Pending
  * Resolved
  * Closed

#### **6. Custom API Call** <a href="#id-6.-custom-api-call" id="id-6.-custom-api-call"></a>

Allows users to execute API requests to Freshdesk for advanced operations.

**Configuration Steps**

* Select an existing connection or create a new one.
* Choose the HTTP Method:
  * **GET** – Retrieve tickets, contacts, or other data.
  * **POST** – Create new contacts or tickets.
  * **PATCH** – Update existing records.
  * **PUT** – Replace complete records.
  * **DELETE** – Permanently remove data.
  * **HEAD** – Fetch response headers without retrieving content.
* **Add Headers** – Define any additional headers required for the API request. Authorization headers are automatically injected. Click ‘+ Add Item’ to include more headers.
* **Add Query Parameters** – Customize API requests with query parameters to filter results or specify additional options. Click ‘+ Add Item’ to add more parameters.
* **Enter JSON Body** – Provide structured request data in JSON format.
* **Set Timeout (in Seconds)** – Define a timeout duration to prevent delays in processing.

> **Note:** Click *‘f’* to insert dynamic values for flexible configurations.