Freshdesk
Freshdesk is a cloud-based customer service software that helps businesses manage and streamline their customer support operations.
Freshdesk is a cloud-based customer service software that helps businesses manage and streamline their customer support operations.
Category: Customer Support. Adds 4 actions and 1 webhook to a care flow.
What to configure
Set these once, on the extension in Awell Studio. An action fails at run time if a required setting is missing.
| Setting | Required | Notes |
|---|---|---|
| API key | Yes | — Stored as a secret. |
| Freshdesk helpdesk domain | Yes | Will be used to construct the API URL. E.g. https://<domain>.freshdesk.com/ |
Actions
Freshdesk adds these 4 actions to a care flow. Add one to a step, then fill in its inputs.
Add note to ticket
Add a note to a ticket in Freshdesk.
This action can be previewed in Studio before you publish.
| Input | Type | Required | Description |
|---|---|---|---|
| Ticket ID | string | Yes | The ID of the ticket to update |
| Body | html | Yes | Content of the note in HTML |
| Incoming | boolean | No | Set to true if a particular note should appear as being created from outside (i.e., not through web portal). The default value is false |
| Notify emails | string | No | Comma separated list of email addresses of agents/users who need to be notified about this note |
| Private | boolean | No | Set to true if the note is private. The default value is true. |
| User ID | string | No | ID of the agent/user who is adding the note |
Get contact
Get a contact from Freshdesk.
This action can be previewed in Studio before you publish.
| Input | Type | Required | Description |
|---|---|---|---|
| Contact ID | string | Yes | The ID of the contact to get. This is commonly also referred to as the requester ID, particularly in the context of support tickets. |
Returns:
| Data point | Type |
|---|---|
contactData | json |
customFields | json |
email | string |
name | string |
tags | strings_array |
Get ticket
Get a ticket from Freshdesk.
This action can be previewed in Studio before you publish.
| Input | Type | Required | Description |
|---|---|---|---|
| Ticket ID | string | Yes | The ID of the ticket to update |
Returns:
| Data point | Type |
|---|---|
customFields | json |
descriptionHtml | string |
descriptionText | string |
priorityLabel | string |
priorityValue | number |
requesterId | string |
sourceLabel | string |
sourceValue | number |
statusLabel | string |
statusValue | number |
subject | string |
tags | strings_array |
ticketData | json |
type | string |
Update ticket
Update a ticket in Freshdesk.
This action can be previewed in Studio before you publish.
| Input | Type | Required | Description |
|---|---|---|---|
| Ticket ID | string | Yes | The ID of the ticket to update |
| Subject | string | No | Subject of the ticket |
| Type | string | No | Helps categorize the ticket according to the different kinds of issues your support team deals with |
| Status | numeric | No | The status of the ticket. Possible values: 2 (Open), 3 (Pending), 4 (Resolved), 5 (Closed) |
| Priority | numeric | No | The priority of the ticket. Possible values: 1 (Low), 2 (Medium), 3 (High), 4 (Urgent) |
| Description | html | No | Content of the ticket |
| Custom fields | json | No | Key value pairs containing the names and values of custom fields. All values must be strings. |
| Due by | date | No | Timestamp that denotes when the ticket is due to be resolved |
| Tags | string | No | Comma separated list of tags to associate with the ticket. |
Webhooks
Freshdesk can send this event into Awell, where each one can start a care flow or move a patient along. Point the webhook at the URL Studio shows you when you enable it.
ticketCreated
Payload:
| Data point | Type |
|---|---|
ticketId | string |
Setup and notes
Freshdesk is a cloud-based customer service software that helps businesses manage and streamline their customer support operations.
Extension settings
To set up this extension, you will need to provide your Freshdesk helpdesk domain and API key.
Changelog
CHANGELOG
Where this page comes from
The settings, actions, inputs, outputs and webhooks above are generated from the
extension's own code, at @awell-health/awell-extensions v2.1.159. They match what the
platform actually does rather than a description of it.
Field-level detail also appears in Awell Studio when you configure the action. Something wrong or missing? Email support@awellhealth.com.