Freshdesk
Retrieves the domain name assigned by Freshdesk for an account.
call - Trigger the retrieval of the domain name.
onSuccess - Trigger an action when the domain name is successfully retrieved.
onError - Trigger an action when the method returns an error message due to failed operation.
Retrieves the information of an agent who is logged into the Freshdesk UI.
call - Trigger the retrieval of the agent information.
onSuccess - Trigger an action when the information about the agent is successfully retrieved.
onError - Trigger an action when the method returns an error message due to failed operation.
Retrieves the information corresponding to a ticket.
call - Trigger the retrieval of the corresponding ticket information.
onSuccess - Trigger an action when the ticket details are successfully retrieved.
onError - Trigger an action when the method returns an error message due to failed operation.
Displays or hides the ticket field on the Ticket Details page.
show - Trigger an action to display a ticket field on the Ticket Details page.
hide - Trigger an action to hide a ticket field on the Ticket Details page.
Parameters | Type | Description |
|---|---|---|
id | String | The field name to be shown/hidden. Available options: status, priority, ticket_type, group, product, cf_custom_field, and tag. Note: For the custom field, the name should be of the form cf_your_custom_field_name. For example, if your custom field name is "Agent Number", then your value should be: cf_agent_number. |
onSuccess - Trigger an action when the ticket details are successfully displayed or hidden.
onError - Trigger an action when the method returns an error message due to failed operation.
Enables or disables a particular ticket field on the Ticket Details page.
enable - Trigger an action to enable a ticket field on the Ticket Details page.
disable - Trigger an action to disable a ticket field on the Ticket Details page.
Parameters | Type | Description |
|---|---|---|
id | String | The field name to be enabled/disabled. Available options: status, priority, ticket_type, group, product, cf_custom_field, and tag. Note: For the custom field, the name should be of the form cf_your_custom_field_name. For example, if your custom field name is "Agent Number", then your value should be: cf_agent_number. |
onSuccess - Trigger an action when the ticket field is successfully enabled or disabled from the Ticket Details page.
onError - Trigger an action when the method returns an error message due to failed operation.
Enables the app to define values for a ticket field displayed on the Ticket Details page.
call - Trigger an action to set specific values for a ticket field displayed on the Ticket details page.
Parameters | Type | Description |
|---|---|---|
id | String | The field name to set a value for. Available options: status, priority, ticket_type, group, agent, product, and cf_custom_field. Note: For the custom field, the name should be of the form cf_your_custom_field_name. For example, if your custom field name is "Agent Number", then your value should be: cf_agent_number. |
value | Number or String | Value to be set for the respective ticket field.
Note: Some ticket fields require the respective number to be added as value. Refer to API docs for these values. |
onSuccess - Trigger an action when the values for a ticket field are successfully defined.
onError - Trigger an action when the method returns an error message due to failed operation.
Enables the app to display specific values as options for a specific ticket drop-down field displayed on the Ticket Details page.
call - Trigger an action to extend options for a ticket field displayed on the Ticket Details page.
Parameters | Type | Description |
|---|---|---|
id | String | The field name to be enabled/disabled. Available options: status, priority, ticket_type, group, agent, product, and cf_custom_field. Note: For the custom field, the name should be of the form cf_your_custom_field_name. For example, if your custom field name is "Agent Number", then your value should be: cf_agent_number. |
value | Array of Numbers or Strings | Values to be set for the respective ticket field. Accepts an array of numbers or strings. For example: [3,4,5] or ["incident", "problem"]
Note: Some ticket fields require the respective number to be added as value. Refer to API docs for these values. |
onSuccess - Trigger an action when the ticket field options are successfully updated.
onError - Trigger an action when the method returns an error message due to failed operation.
Starts or stops the ticket timer on the Ticket Details page. When starting a timer, if a timer is already running, the method will stop the timer and create a new timer.
start - Trigger an action to start or create a new timer on the Ticket Details page.
Parameters | Type | Description |
|---|---|---|
value | Object | It accepts an Object with the following information. agent - (number) The agent to whom this time-entry is associated. billable - (boolean) Set as true if the entry is billable. note - (string) Description for this time-entry For example: {"agent": 123, billable: true, note: "Some text"}} |
stop - Trigger an action to stop the timer that is already running.
onSuccess - Trigger an action when the timer is started or stopped successfully.
onError - Trigger an action when the method returns an error message due to failed operation.
Displays the entire conversation history associated with a specific ticket.
call - Trigger an action to display all the notes and replies added to a ticket.
onSuccess - Trigger an action when the entire ticket conversation can be viewed on the Ticket Details page.
onError - Trigger an action when the method returns an error message due to failed operation.
Enables the app to open the editor to add note or reply and add the given input text.
call - Trigger an action to enable the app to open a note attached to the ticket and add a reply to it.
Parameters | Type | Description |
|---|---|---|
type | Drop-down | Drop-down to choose Note or Reply to be added. |
text | String | Text to be inserted in the editor window. |
onSuccess - Trigger an action when the method enables the user to open a note and add a reply.
onError - Trigger an action when the method returns an error message due to failed operation.
Enables the app to remove the standard quoted text that appears while adding a reply to a ticket.
call - Trigger an action to enable the app to remove quoted text while adding a reply on the Ticket Details page.
onSuccess - Trigger an action when the quoted text is successfully removed from the reply.
onError - Trigger an action when the method returns an error message due to failed operation.
Enables the app to retrieve the list of email configurations set by the app user.
call - Trigger an action to return the email configuration of the app users.
onSuccess - Trigger an action when the email configurations of the users are successfully retrieved.
onError - Trigger an action when the method returns an error message due to failed operation.
Retrieves the information of the requester.
call - Trigger an action to retrieve information about the requester.
onSuccess - Trigger an action when the details of the requestor are successfully retrieved.
onError - Trigger an action when the call returns an error message due to failed operation.
Retrieves the company information of the user.
call - Trigger the action to return the information about the company.
onSuccess - Trigger an action when the details about the company are successfully retrieved.
onError - Trigger an action when the call returns an error message due to failed operation.
Retrieves the details of the agent group.
call - Trigger the action to return information about the agent group.
onSuccess - Trigger an action when the details about the agent group are successfully retrieved.
onError - Trigger an action when the call returns an error message due to failed operation.
Enables the app to retrieve the list of values from the status drop-down field of the ticket.
call - Trigger the action to return the status field options of a particular ticket.
onSuccess - Trigger an action when the ticket status is successfully retrieved.
onError - Trigger an action when the call returns an error message due to failed operation.
Enables the app to retrieve the list of values from the priority drop-down field of the ticket.
call - Trigger the action to return the priority field options of a particular ticket.
onSuccess - Trigger an action when the ticket priority is successfully retrieved.
onError - Trigger an action when the call returns an error message due to failed operation.
Enables the app to retrieve the list of values from the ticket type based on the different kinds of issues dealt with by the support team.
call - Trigger an action to return the ticket type options of a particular ticket.
onSuccess - Trigger an action when the ticket type options are successfully retrieved.
onError - Trigger an action when the call returns an error message due to failed operation.
Enables the app to retrieve the list of time entries of the ticket.
call - Triggers an action to return the list of time entries of the ticket.
onSuccess - Trigger an action when the time entry details are successfully retrieved.
onError - Trigger an action when the call returns an error message due to failed operation.
Enables the app to display or hide a specific field relating to the time entry modal.
show - Trigger an action to display the time entry field.
hide - Trigger an action to hide the time entry field.
Parameters | Type | Description |
|---|---|---|
id | String | Time entry field to be shown or hidden. Available options: timerBillable, timerAgentId, timerNote, timerSetTime, and timerExecuteAt. |
onSuccess - Trigger an action when the time entry field is successfully displayed or archived.
onError - Trigger an action when the call returns an error message due to failed operation.
Authorize the app to enable or disable a specific field relating to the time entry modal.
enable - Trigger an action to enable the time entry field.
disable - Trigger an action to disable the time entry field.
Parameters | Type | Description |
|---|---|---|
id | String | Time entry field to be enabled or disabled. Available options: timerBillable, timerAgentId, timerNote, timerSetTime, and timerExecuteAt |
onSuccess - Trigger an action when the time entry field is successfully enabled or disabled.
onError - Trigger an action when the call returns an error message due to failed operation.
Enables the app to set a particular time entry field with a specified value.
call - Triggers an action to set predefined values for a particular time entry field.
Parameters | Type | Description |
|---|---|---|
id | String | Time entry field to be set value for. Available options: timerBillable, timerAgentId, timerNote, timerSetTime, timerExecuteAt |
value | Boolean/Number/String/Date | Value to be set.
Available options:
timerBillable - The value can be either true or false.
timerAgentId - The value is an integer and should be the agent's ID.
timerNote - The value is a string.
timerSetTime - The value is a string. For example, "1" or "1:30" or "1.5".
timerExecuteAt - The value is in date format "DD/MMM/YYYY" or "DD-MMM-YYYY". For example, "24/june/2018" or "24-june-2018".
Note:
If the timerSetTime field is blank, the timerExecutedAt field is set to the current date even if an app tries to set a value for the same. |
onSuccess - Trigger an action when the time entry field value is defined successfully.
onError - Trigger an action when the method returns an error message due to failed operation.
Enables the app to retrieve the contact information on the contact details page.
call - Trigger an action to get the details of the contact.
onSuccess - Trigger an action when the information of the contact is retrieved.
onError - Trigger an action when the call returns an error message due to failed operation.
Enables the app to display or hide a specific field on the Contact Details page.
show - Trigger an action to display a contact field.
hide - Trigger an action to hide a contact field.
Parameters | Type | Description |
|---|---|---|
id | String | Contact field to be shown or hidden.
Available options: contactEdit, tags, unique_external_id, mobile, email, twitter_id, address, phone, language, description, time_zone, and custom_field_name. |
onSuccess - Trigger an action when the contact field is successfully displayed or archived.
onError - Trigger an action when the call returns an error message due to failed operation.
Authorize the app to enable or disable a specific field on the contact details page.
enable - Trigger an action to enable a specific field on the Contact Details Page.
disable - Trigger an action to disable a specific field on the Contact Details Page.
Parameters | Type | Description |
|---|---|---|
id | String | Contact field to be enabled or disabled.
Available options: contactEdit, tags, unique_external_id, mobile, email, twitter_id, address, phone, language, description, time_zone, and custom_field_name. |
onSuccess - Trigger an action when a specific field from the contact details page is successfully enabled or disabled.
onError - Trigger an action when the call returns an error message due to failed operation.
Enables the app to display different types of notifications on the user interface.
call - Trigger an action to display notifications on the user interface.
Parameters | Type | Description |
|---|---|---|
type | Drop-down | Drop-down to choose the type of notification. Options: success, info, warning, danger and alert. |
message | String | Message to be displayed in the notification.
Note: It is mandatory and supports a maximum of 100 characters; beyond that, the text is truncated. |
title | String | Title to be displayed in the notification.
Note: It is optional and supports a maximum of 30 characters; beyond that, the text is truncated. |
onSuccess - Trigger an action when the notifications are successfully displayed in the User Interface.
onError - Trigger an action when the call returns an error message due to failed operation.
Enables the app to function based on the registered ticket fields change event (relating to change in priority, status, group, agent or type).
registerEvent - Trigger the registration of a change event.
unregisterEvent - Trigger the deregistration of a change event.
Parameters | Type | Description |
|---|---|---|
eventName | Drop-down | Indicates the name of the change event that is registered or deregistered in the app. |
onTrigger - Triggers an action when a change event pertaining to a ticket is triggered.
Enables the app to function based on the registered ticket fields click event.
registerEvent - Trigger the registration of a click event.
unregisterEvent - Trigger the deregistration of a click event.
Parameters | Type | Description |
|---|---|---|
eventName | Drop-down | Indicates the name of the click event that is registered or deregistered in the app. |
onTrigger - Triggers an action when a click event pertaining to a ticket is triggered.
Last modified 9mo ago