# Freshdesk
URL: https://docs.awellhealth.com/docs/marketplace/freshdesk
> For the complete documentation index, see [llms.txt](https://docs.awellhealth.com/llms.txt).
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 [#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\://\.freshdesk.com/ |
## Actions [#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-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-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-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-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 [#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` [#ticketcreated]
Payload:
| Data point | Type |
| ---------- | -------- |
| `ticketId` | `string` |
## Setup and notes [#setup-and-notes]
Freshdesk is a cloud-based customer service software that helps businesses manage and streamline their customer support operations.
### Extension settings [#extension-settings]
To set up this extension, you will need to provide your Freshdesk helpdesk domain and API key.
## Changelog [#changelog]
## CHANGELOG [#changelog-1]
## Where this page comes from [#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](mailto:support@awellhealth.com).