Freshdesk integration

What it does

The Freshdesk integration lets you run support automations on behalf of any client whose helpdesk you manage. Connect a Freshdesk account once, then work across the whole helpdesk: tickets and conversations, contacts and companies, agents, groups and skills, the knowledge base, customer forums, time tracking, SLA policies, and satisfaction surveys. Polling triggers watch for new and updated tickets and contacts so downstream steps run without anyone touching Freshdesk.

Connect a Freshdesk account

1. In TaskJuice, open the workflow editor, add a Freshdesk node, and choose Add connection on the node.
2. Enter your client's Freshdesk subdomain (the part before .freshdesk.com in the help-center URL, for example acme for acme.freshdesk.com).
3. In Freshdesk, open Profile Settings -> View API Key on the agent account TaskJuice should act as, copy the API key, and paste it into the Freshdesk API Key field.
4. Enter the literal letter X as the password. Freshdesk ignores the password when an API key is supplied as the username, and X is the documented placeholder.

The connection acts as the agent whose key you copied, so give that agent the roles it needs. Administrator-scoped surfaces such as agents, skills, ticket fields, and email mailboxes require an administrator key. Rotate or revoke the key from the same Profile Settings -> View API Key page at any time.

Triggers

Polling triggers run on a schedule you choose and need no setup inside Freshdesk.

• freshdesk/new-ticket. Fires for each newly created ticket.
• freshdesk/ticket-updated-poll. Fires when a ticket changes.
• freshdesk/new-contact. Fires for each newly created contact. Only contacts created after the workflow is first published fire, judged by the contact's own creation date, so editing a contact that existed before then does not fire it.
• freshdesk/contact-updated. Fires when a contact changes.
• freshdesk/new-ticket-note. Fires for each new note or reply on a ticket you name.

Two webhook triggers, freshdesk/ticket-created and freshdesk/ticket-updated, are also declared. See Known limitations before you plan around them.

Actions

245 actions cover the Freshdesk REST API v2 surface. They group as follows.

• Tickets. Create, read, update, delete, restore, merge, forward, and reply. Bulk update, bulk delete, and bulk watch. Watchers, per-user access, summaries, archived tickets, and associated or tracker tickets.
• Conversations. Create replies and notes, reply to a forward, update or delete a conversation, and list a ticket's thread.
• Contacts. Full lifecycle plus search, merge, restore, permanent delete, send invite, convert to agent, and import or export.
• Companies. Full lifecycle plus search, import, and export.
• Custom fields. Create, read, update, and delete contact, company, and ticket fields, including the dynamic sections on a ticket field.
• Ticket forms. Create, read, update, delete, and clone forms, and configure the fields on them.
• Agents, groups, skills, and roles. Agent lifecycle and availability, group membership, skill-based routing rules, and role reads.
• Knowledge base. Solution categories, folders, subfolders, and articles, each with its translated variants, plus article search.
• Forums. Forum categories, forums, topics, and comments, with the monitoring subscriptions on forums and topics.
• Time tracking. Log time against a ticket, list entries across the account, and start or stop a running timer.
• Customer satisfaction. Record and read ratings and survey responses.
• Canned responses. Create and update responses and their folders.
• Custom objects. Read schemas and create, read, update, delete, list, and count records.
• Email. Support email configs, mailboxes, mailbox settings, and automatic BCC addresses.
• Automation and SLA. Read and write automation rules and SLA policies, and list scenario automations.
• Account reference. Products, business hours, helpdesk settings, account details, and background job status.
• Outbound messaging. Send a proactive message and read its delivery status.

Fields that name a Freshdesk record you can list, such as a group, agent, company, solution folder, or forum, render as dropdowns rather than asking you for a raw ID. Dropdowns that depend on a parent, such as a solution folder inside a category, populate once you pick the parent.

Known limitations

• The Freshdesk REST API v2 has no webhook subscription endpoint, so TaskJuice cannot register a webhook for you. Outbound webhooks exist only as an automation-rule action you configure by hand in Freshdesk, and the body is authored in that rule rather than fixed by Freshdesk. The two declared webhook triggers therefore cannot be published yet, and the polling triggers above are the supported way to react to Freshdesk events.
• Freshdesk has no account-wide feed of ticket notes, so freshdesk/new-ticket-note watches one ticket that you name.
• API access requires a paid Freshdesk plan. Trigger Webhook automation rules require Growth, Pro, or Enterprise for accounts created after December 2025, and the Trigger API action requires Pro or above.
• Rate limits follow Freshdesk's per-plan quotas documented at https://developers.freshdesk.com/api/#ratelimit, from 50 requests per minute on a trial up to 700 on the top plan. TaskJuice retries on 429 responses honoring the Retry-After header.
• The Filter endpoints behind Search Tickets, Search Contacts, and Search Companies return 30 results per page and stop at page 10, which is Freshdesk's documented ceiling.
• Proactive outbound messaging requires the Freshdesk Proactive Messaging add-on.
• Attachments are not supported on actions that accept them, because those calls are multipart uploads rather than JSON.