Freshdesk API Integration Vol.2

These are the list of integration use cases supported by Knit for Freshdesk API as part of the TICKETING category

Update a conversation

ID: put_update_a_conversation
Operation: write
Entities: attachment, conversation, note
Summary: The 'Update a conversation' API allows users to update the content of a conversation note in Freshdesk. Only public and private notes can be edited. The API requires the conversation ID as a path parameter and supports updating the note's body content in HTML format. Optionally, attachments can be included, with a total size limit of 20MB for all attachments. The request must include the 'Content-Type' header set to 'application/json' or 'multipart/form-data' for attachments, and an 'Authorization' header with the API key. The response includes details of the updated conversation, such as the body text, HTML content, conversation ID, user ID, ticket ID, and any associated attachments.
Input Fields: Input Fields
Output Fields: Output Fields

Update a Forum

ID: put_update_a_forum
Operation: write
Entities: topic, company, forum
Summary: The 'Update a Forum' API allows users to update the details of an existing forum. The API requires the forum ID as a path parameter and accepts various optional attributes in the request body, such as 'company_ids', 'description', 'forum_category_id', 'forum_type', 'forum_visibility', and 'name'. The 'forum_type' cannot be updated if the forum already has topics, and 'company_ids' can only be updated if 'forum_visibility' is set to 4. The response includes the updated forum details, such as 'id', 'name', 'description', 'position', 'forum_category_id', 'forum_type', 'forum_visibility', 'topics_count', and 'posts_count'.
Input Fields: Input Fields
Output Fields: Output Fields

Update a Forum Category

ID: put_update_a_forum_category
Operation: write
Entities: forum category
Summary: The 'Update a Forum Category' API allows users to update the details of an existing forum category by specifying the category ID in the path parameters. The request must include the 'Content-Type' and 'Authorization' headers for authentication and content specification. The request body should contain the 'name' and 'description' of the forum category to be updated. The API responds with the updated details of the forum category, including its ID, name, description, and timestamps for creation and last update.
Input Fields: Input Fields
Output Fields: Output Fields

Update a Group

ID: put_update_a_group
Operation: write
Entities: ticket, agent, group
Summary: The 'Update a Group' API allows you to update the details of a specific group in Freshdesk. You can modify attributes such as the group's name, description, agent IDs, automatic ticket assignment type, escalation settings, and more. To update a group, you need to provide the group ID in the path parameters and the updated details in the request body. The response includes the updated group details, including timestamps for creation and last update.
Input Fields: Input Fields
Output Fields: Output Fields

Update A Record

ID: put_update_a_record
Operation: write
Entities: customer, schema, record
Summary: The 'Update A Record' API allows you to update a specific record in a custom object schema. You need to provide the schema ID and record ID as path parameters. The request must include a JSON body with the 'display_id' and 'data' fields, where 'data' contains the customer details such as 'customer_id', 'customer_name', and 'age'. The API requires authentication via an API key in the headers. Upon successful update, it returns the updated record details including 'display_id', 'created_time', 'updated_time', and the 'data' object.
Input Fields: Input Fields
Output Fields: Output Fields

Update a section

ID: put_update_a_section
Operation: write
Entities: ticket field, choice, section
Summary: The 'Update a section' API allows you to edit a section within a ticket field. You need to provide the section ID and the ticket field ID in the path parameters. The request body can include the 'label' to display the name of the section and 'choice_ids' which are the choice IDs for which the section is to be displayed. The API requires authentication via an API key. The response includes the updated section details such as its ID, label, parent ticket field ID, choice IDs, ticket field IDs, and whether it is FSM.
Input Fields: Input Fields
Output Fields: Output Fields

Update a Service Group

ID: put_update_a_service_group
Operation: write
Entities: agent, group, business hour
Summary: The Update a Service Group API allows you to update the details of an existing service group by specifying the group ID in the URL path. The request requires authentication via an API key and must include a JSON body with the new name and description of the group. The response returns the updated details of the group, including its ID, name, description, escalation settings, agent IDs, group type, and timestamps for creation and last update.
Input Fields: Input Fields
Output Fields: Output Fields

Update a Service Task

ID: put_update_a_service_task
Operation: write
Entities: ticket, status, priority
Summary: The Update a Service Task API allows you to update the details of a service task by specifying the ticket ID in the path parameters. The request requires an API key for authentication and must include the 'Content-Type' header set to 'application/json'. The request body should contain the 'priority' and 'status' fields to update the respective attributes of the ticket. The response includes detailed information about the updated ticket, such as its priority, status, requester ID, custom fields, and timestamps for creation and last update.
Input Fields: Input Fields
Output Fields: Output Fields

Update a Solution Folder

ID: put_update_a_solution_folder
Operation: write
Entities: solution folder, contact segment, company
Summary: The 'Update a Solution Folder' API allows users to update the details of a solution folder in the system. The API requires the folder ID and language code as path parameters. The request body can include optional parameters such as 'description', 'name', 'parent_folder_id', 'visibility', 'company_ids', 'contact_segment_ids', and 'company_segment_ids'. The API returns the updated folder details, including its hierarchy, article count, sub-folder count, visibility, and associated company IDs. This API is useful for managing solution folders and their translations, provided the multilingual feature is enabled and configured in the system.
Input Fields: Input Fields
Output Fields: Output Fields

Update a Thread

ID: put_update_a_thread
Operation: write
Entities: thread, attribute, linked object
Summary: The 'Update a Thread' API allows users to update the details of a specific thread identified by its ID. The request requires authentication via an API key and must include a JSON body with the new title and description of the thread. The response returns the updated thread details, including its title and linked object information.
Input Fields: Input Fields
Output Fields: Output Fields

Update a Ticket

ID: put_update_a_ticket
Operation: write
Entities: ticket, status, priority
Summary: The 'Update a Ticket' API allows users to update the properties of a ticket in the Freshdesk system. The API endpoint requires the ticket ID as a path parameter. Users can update the priority and status of the ticket, and optionally provide a lookup parameter and custom fields such as order number. The request must include the 'Content-Type' header set to 'application/json' and an 'Authorization' header with the API key. The response includes details of the updated ticket, such as CC emails, description, priority, status, and custom fields.
Input Fields: Input Fields
Output Fields: Output Fields

Update a Ticket Field

ID: put_update_a_ticket_field
Operation: write
Entities: ticket field, choice, section mapping
Summary: The 'Update a Ticket Field' API allows you to edit the contents of a ticket field in the system. You can specify various attributes such as 'customers_can_edit', 'label_for_customers', 'displayed_to_customers', 'label', 'type', 'position', 'required_for_closure', 'required_for_agents', 'required_for_customers', 'choices', 'dependent_fields', and 'section_mappings'. The API requires the ticket field ID as a path parameter and uses a PUT method. The response includes details of the updated ticket field, such as its ID, name, label, position, type, and choices.
Input Fields: Input Fields
Output Fields: Output Fields

Update a Ticket Form

ID: put_update_a_ticket_form
Operation: write
Entities: ticket form, update, field
Summary: The 'Update a Ticket Form' API allows users to edit the contents of an existing ticket form. The API requires the ID of the ticket form to be updated as a path parameter. The request body can include optional parameters such as 'title', 'description', and 'fields' to update the respective attributes of the ticket form. The API uses a PUT method and requires authentication via an API key. The response includes details of the updated ticket form, such as its ID, name, title, description, creation and update timestamps, and the fields it contains.
Input Fields: Input Fields
Output Fields: Output Fields

Update a Topic

ID: put_update_a_topic
Operation: write
Entities: comment, topic, forum
Summary: The 'Update a Topic' API allows users to update the details of a specific discussion topic in a forum. The API endpoint is '/api/v2/discussions/topics/[id]' and uses the PUT method. Users can update various attributes of the topic such as 'forum_id', 'locked', 'message', 'stamp_type', 'sticky', and 'title'. The 'forum_id' can only be updated if the user has the privilege to manage forums. If 'message' is included in the request, the first comment/post of the topic will be updated. The response includes details of the updated topic such as 'id', 'title', 'forum_id', 'user_id', 'locked', 'published', 'stamp_type', 'replied_by', 'posts_count', 'hits', 'user_votes', 'merged_topic_id', 'sticky', 'created_at', 'updated_at', and 'replied_at'.
Input Fields: Input Fields
Output Fields: Output Fields

Update an Agent

ID: put_update_an_agent
Operation: write
Entities: agent, role, group
Summary: The 'Update an Agent' API allows you to update various attributes of an agent in the system. The API endpoint is '/api/v2/agents/[id]' where '[id]' is the ID of the agent to be updated. The HTTP method used is PUT. The request headers must include 'Content-Type: application/json'. The request body can include parameters such as 'occasional', 'signature', 'ticket_scope', 'skill_ids', 'group_ids', 'role_ids', 'email', 'language', 'time_zone', and 'focus_mode'. Note that the agent's name, phone, mobile number, and job title cannot be updated using this API. The response includes details about the agent such as availability, ticket scope, signature, group IDs, role IDs, skill IDs, and contact information.
Input Fields: Input Fields
Output Fields: Output Fields

Update an Email Mailbox

ID: put_update_an_email_mailbox
Operation: write
Entities: email mailbox, mailbox configuration, custom mailbox
Summary: The 'Update an Email Mailbox' API allows users to update the details of an existing email mailbox. The API endpoint is '/api/v2/email/mailboxes/[id]' and it uses the PUT method. The request requires a 'Content-Type' header set to 'application/json'. The path parameter 'id' is mandatory to specify which mailbox to update. The request body can include various optional fields such as 'name', 'support_email', 'group_id', 'product_id', 'default_reply_email', 'mailbox_type', and 'custom_mailbox'. The 'custom_mailbox' field is required if the 'mailbox_type' is 'custom_mailbox' and includes configurations for 'incoming' and 'outgoing' mail servers. The response returns the updated mailbox details including 'id', 'name', 'support_email', 'group_id', 'default_reply_email', 'active', 'mailbox_type', 'created_at', 'updated_at', 'product_id', and 'custom_mailbox' configurations.
Input Fields: Input Fields
Output Fields: Output Fields

Update Automatic Bcc emails

ID: put_update_automatic_bcc_emails
Operation: write
Entities: email, notification, ticket
Summary: The 'Update Automatic Bcc emails' API allows users to update the list of email addresses that will be automatically included in the Bcc field for all ticket communications. The request requires an array of email addresses in the body, with a limit of 255 characters. The request must include the 'Content-Type' header set to 'application/json' and an 'Authorization' header with the API key. The response returns the updated list of Bcc email addresses.
Input Fields: Input Fields
Output Fields: Output Fields

Update an Automation Rule

ID: put_update_automation_rule
Operation: write
Entities: ticket, agent, automation rule
Summary: The 'Update an Automation Rule' API allows users to update an existing automation rule in the system. The API requires the automation type ID and the rule ID as path parameters. The request body must include details such as the rule's name, position, active status, performer details, events, conditions, and actions. The response returns the updated rule details, including its name, position, active status, performer, events, conditions, actions, and meta information. This API is useful for modifying automation rules to fit changing requirements.
Input Fields: Input Fields
Output Fields: Output Fields

Update a canned response

ID: put_update_canned_response
Operation: write
Entities: folder, group, canned response
Summary: This API endpoint allows you to update an existing canned response in the system. You need to provide the ID of the canned response in the path parameters. The request body must include the title, HTML content, folder ID, and visibility of the canned response. Optionally, you can include group IDs if the visibility is set to 2, and attachments if needed. The response returns the updated details of the canned response, including its ID, title, folder ID, content, HTML content, attachments, and timestamps for creation and last update.
Input Fields: Input Fields
Output Fields: Output Fields

Update a company field

ID: put_update_company_field
Operation: write
Entities: choice, company field
Summary: The 'Update a company field' API allows users to edit the contents of a company field. It requires the field ID as a path parameter and accepts a JSON body with optional parameters such as 'label', 'position', 'required_for_agents', and 'choices'. The 'choices' parameter is applicable for dropdown fields and consists of an array of key-value pairs. The API returns the updated field details, including its ID, name, label, position, type, and choices.
Input Fields: Input Fields
Output Fields: Output Fields

Update a contact field

ID: put_update_contact_field
Operation: write
Entities: contact field, agent, customer
Summary: The 'Update a contact field' API allows users to edit the contents of a contact field in the system. The API requires the contact field ID as a path parameter and accepts various optional fields in the request body, such as 'label', 'label_for_customers', 'editable_in_signup', 'position', 'required_for_agents', 'customers_can_edit', 'required_for_customers', 'displayed_for_customers', and 'choices'. The 'choices' field is applicable for dropdown fields and consists of an array of key-value pairs. The API returns the updated contact field details, including its ID, name, label, position, type, and choices, along with timestamps for creation and last update.
Input Fields: Input Fields
Output Fields: Output Fields

Update Folder

ID: put_update_folder
Operation: write
Entities: canned response folder
Summary: The Update Folder API allows you to update the name of an existing folder in the canned response section. You need to provide the folder ID in the path parameters and the new name in the request body. The request must include the 'Content-Type' header set to 'application/json' and an 'Authorization' header with your API key. The response returns the updated folder's ID and name.
Input Fields: Input Fields
Output Fields: Output Fields

Update Mailbox Settings

ID: put_update_mailbox_settings
Operation: write
Entities: mailbox setting, ticket, agent
Summary: The Update Mailbox Settings API allows you to configure various email settings for your mailbox. You can enable or disable personalized email replies, decide whether to create requesters using the 'Reply-To' address, allow agents to initiate conversations with customers, and set the original sender as the requester for forwarded emails. The API requires a PUT request with a JSON body containing the desired settings. The response will reflect the updated settings.
Input Fields: Input Fields
Output Fields: Output Fields

Update Message for Thread

ID: put_update_message_for_thread
Operation: write
Entities: message, attachment, thread
Summary: This API endpoint allows you to update a message in a thread by specifying the message ID in the path parameters. The request requires authentication via an API key and must include a JSON body with the new title and description of the message. The response includes the updated message body, attachment IDs, inline attachment IDs, and additional information such as notification settings and failed email details.
Input Fields: Input Fields
Output Fields: Output Fields

Update an SLA Policy

ID: put_update_sla_policy
Operation: write
Entities: sla policy, escalation, priority
Summary: This API endpoint allows you to update an existing SLA policy in the Freshdesk system. The request requires the SLA policy ID as a path parameter and includes various attributes in the request body such as 'name', 'description', 'active', 'is_default', 'position', 'sla_target', 'applicable_to', and 'escalation'. The 'sla_target' defines the response and resolution times for different priorities, while 'applicable_to' specifies the conditions under which the SLA policy applies. The 'escalation' section details the escalation times and agents involved. The response returns the updated SLA policy details including timestamps for creation and last update.
Input Fields: Input Fields
Output Fields: Output Fields

Update a Solution Article

ID: put_update_solution_article
Operation: write
Entities: language, agent, solution article
Summary: The 'Update a Solution Article' API allows users to update the details of a solution article in the system. The API requires the article ID as a path parameter and optionally a language code for translated articles. The request body can include parameters such as 'agent_id', 'description', 'status', 'seo_data', 'tags', and 'title'. The response includes details of the updated article, including its ID, type, category, folder, hierarchy, tags, SEO data, agent ID, title, description, status, and timestamps for creation and last update. The API requires authentication via an API key.
Input Fields: Input Fields
Output Fields: Output Fields

Update a Solution Category

ID: put_update_solution_category
Operation: write
Entities: portal, language, solution category
Summary: The 'Update a Solution Category' API allows users to update the details of a solution category in the system. The API requires the category ID as a path parameter and optionally a language code for multilingual support. The request body can include the 'description', 'name', and 'visible_in_portals' fields to update the respective details of the category. The API returns the updated category details including 'id', 'name', 'description', 'created_at', and 'updated_at' timestamps. Note that the multilingual feature must be enabled and supported languages configured in the system settings.
Input Fields: Input Fields
Output Fields: Output Fields

Update Ticket Summary

ID: put_update_ticket_summary
Operation: write
Entities: attachment, summary note, user
Summary: The Update Ticket Summary API allows you to update the summary note of a specific ticket identified by its ID. The request requires a JSON body containing the content of the summary note in HTML format, optional attachments, and the user ID of the person creating the summary note. The API key must be provided in the headers for authentication. The response includes the updated summary note details such as its HTML content, text content, ID, user ID, ticket ID, timestamps for creation and last update, and any attachments or cloud files associated with the summary note.
Input Fields: Input Fields
Output Fields: Output Fields

Update a Time Entry

ID: put_update_time_entry
Operation: write
Entities: timer, agent, time entry
Summary: The 'Update a Time Entry' API allows users to update details of an existing time entry in the system. The API endpoint requires the time entry ID as a path parameter. The request body can include parameters such as 'agent_id', 'billable', 'executed_at', 'note', 'start_time', 'time_spent', and 'timer_running'. The 'start_time' cannot be updated if the timer is running, and the 'timer_running' attribute cannot be set to the same value as before. The response includes details of the updated time entry, such as 'id', 'billable', 'note', 'timer_running', 'agent_id', 'ticket_id', 'time_spent', 'created_at', 'updated_at', 'start_time', and 'executed_at'.
Input Fields: Input Fields
Output Fields: Output Fields

Update a Skill

ID: update_a_skill
Operation: write
Entities: condition, agent, skill
Summary: The 'Update a Skill' API allows you to update the details of a specific skill by its ID. You can modify the name, rank, associated agents, match type, and conditions of the skill. The request requires authentication via an API key and the content type must be set to application/json. The response includes the updated skill details such as ID, name, agents, match type, conditions, and rank.
Input Fields: Input Fields
Output Fields: Output Fields