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OpenAPI Specification

openapi: 3.2.0
info:
  title: Freshdesk REST Conversations API
  description: The Freshdesk REST API (v2) provides programmatic access to helpdesk data and operations within Freshdesk, a customer support platform by Freshworks.
  version: '2.0'
  contact:
    name: Freshdesk Support
    url: https://support.freshdesk.com/
  termsOfService: https://www.freshworks.com/terms/
servers:
- url: https://{domain}.freshdesk.com/api/v2
  description: Freshdesk Production Server
  variables:
    domain:
      default: yourdomain
      description: Your Freshdesk subdomain, e.g. if your helpdesk URL is acme.freshdesk.com, use acme.
security:
- basicAuth: []
tags:
- name: Conversations
  description: Manage replies, notes, and conversation threads on tickets.
paths:
  /tickets/{ticket_id}/conversations:
    get:
      operationId: listTicketConversations
      summary: List conversations on a ticket
      description: Retrieves all conversations (replies and notes) associated with the specified ticket.
      tags:
      - Conversations
      parameters:
      - $ref: '#/components/parameters/ticketId'
      - $ref: '#/components/parameters/page'
      - $ref: '#/components/parameters/perPage'
      responses:
        '200':
          description: Successfully retrieved conversations.
          content:
            application/json:
              schema:
                type: array
                items:
                  $ref: '#/components/schemas/Conversation'
        '401':
          $ref: '#/components/responses/Unauthorized'
        '404':
          $ref: '#/components/responses/NotFound'
  /tickets/{ticket_id}/reply:
    post:
      operationId: replyToTicket
      summary: Reply to a ticket
      description: Adds a reply to the specified ticket. The reply is sent as an email to the requester and any CC'd addresses.
      tags:
      - Conversations
      parameters:
      - $ref: '#/components/parameters/ticketId'
      requestBody:
        required: true
        content:
          application/json:
            schema:
              $ref: '#/components/schemas/ReplyCreate'
      responses:
        '201':
          description: Reply created successfully.
          content:
            application/json:
              schema:
                $ref: '#/components/schemas/Conversation'
        '400':
          $ref: '#/components/responses/BadRequest'
        '401':
          $ref: '#/components/responses/Unauthorized'
        '404':
          $ref: '#/components/responses/NotFound'
  /tickets/{ticket_id}/notes:
    post:
      operationId: createNote
      summary: Create a note on a ticket
      description: Adds an internal or public note to the specified ticket. Private notes are visible only to agents.
      tags:
      - Conversations
      parameters:
      - $ref: '#/components/parameters/ticketId'
      requestBody:
        required: true
        content:
          application/json:
            schema:
              $ref: '#/components/schemas/NoteCreate'
      responses:
        '201':
          description: Note created successfully.
          content:
            application/json:
              schema:
                $ref: '#/components/schemas/Conversation'
        '400':
          $ref: '#/components/responses/BadRequest'
        '401':
          $ref: '#/components/responses/Unauthorized'
        '404':
          $ref: '#/components/responses/NotFound'
  /tickets/{ticket_id}/forward:
    post:
      operationId: forwardTicket
      summary: Forward a ticket
      description: Forwards the specified ticket to one or more email addresses.
      tags:
      - Conversations
      parameters:
      - $ref: '#/components/parameters/ticketId'
      requestBody:
        required: true
        content:
          application/json:
            schema:
              type: object
              required:
              - body
              - to_emails
              properties:
                body:
                  type: string
                  description: Content of the forward message in HTML format.
                to_emails:
                  type: array
                  items:
                    type: string
                    format: email
                  description: Email addresses to forward the ticket to.
      responses:
        '201':
          description: Ticket forwarded successfully.
          content:
            application/json:
              schema:
                $ref: '#/components/schemas/Conversation'
        '400':
          $ref: '#/components/responses/BadRequest'
        '401':
          $ref: '#/components/responses/Unauthorized'
        '404':
          $ref: '#/components/responses/NotFound'
  /conversations/{conversation_id}:
    put:
      operationId: updateConversation
      summary: Update a conversation
      description: Updates the body of an existing conversation (reply or note).
      tags:
      - Conversations
      parameters:
      - $ref: '#/components/parameters/conversationId'
      requestBody:
        required: true
        content:
          application/json:
            schema:
              type: object
              properties:
                body:
                  type: string
                  description: Updated content of the conversation in HTML format.
      responses:
        '200':
          description: Conversation updated successfully.
          content:
            application/json:
              schema:
                $ref: '#/components/schemas/Conversation'
        '401':
          $ref: '#/components/responses/Unauthorized'
        '404':
          $ref: '#/components/responses/NotFound'
    delete:
      operationId: deleteConversation
      summary: Delete a conversation
      description: Deletes a conversation (note) from a ticket. Only notes can be deleted; replies cannot be removed.
      tags:
      - Conversations
      parameters:
      - $ref: '#/components/parameters/conversationId'
      responses:
        '204':
          description: Conversation deleted successfully.
        '401':
          $ref: '#/components/responses/Unauthorized'
        '404':
          $ref: '#/components/responses/NotFound'
components:
  parameters:
    page:
      name: page
      in: query
      description: Page number for paginated results.
      schema:
        type: integer
        minimum: 1
        default: 1
    perPage:
      name: per_page
      in: query
      description: Number of results per page (max 100).
      schema:
        type: integer
        minimum: 1
        maximum: 100
        default: 30
    ticketId:
      name: ticket_id
      in: path
      required: true
      description: Unique identifier of the ticket.
      schema:
        type: integer
        format: int64
    conversationId:
      name: conversation_id
      in: path
      required: true
      description: Unique identifier of the conversation.
      schema:
        type: integer
        format: int64
  schemas:
    Attachment:
      type: object
      properties:
        id:
          type: integer
          format: int64
          description: Unique identifier of the attachment.
        name:
          type: string
          description: File name of the attachment.
        content_type:
          type: string
          description: MIME type of the attachment.
        size:
          type: integer
          description: File size in bytes.
        attachment_url:
          type: string
          format: uri
          description: URL to download the attachment.
        created_at:
          type: string
          format: date-time
          description: Timestamp when the attachment was created.
        updated_at:
          type: string
          format: date-time
          description: Timestamp when the attachment was last updated.
    Conversation:
      type: object
      properties:
        id:
          type: integer
          format: int64
          description: Unique identifier of the conversation.
        body:
          type: string
          description: Content of the conversation in HTML format.
        body_text:
          type: string
          description: Content of the conversation in plain text.
        incoming:
          type: boolean
          description: Whether the conversation was incoming (from a customer).
        private:
          type: boolean
          description: Whether the conversation is a private note.
        user_id:
          type: integer
          format: int64
          description: ID of the user who created the conversation.
        ticket_id:
          type: integer
          format: int64
          description: ID of the ticket the conversation belongs to.
        support_email:
          type: string
          format: email
          nullable: true
          description: Support email address used for the conversation.
        to_emails:
          type: array
          items:
            type: string
            format: email
          description: Email addresses in the To field.
        cc_emails:
          type: array
          items:
            type: string
            format: email
          description: Email addresses CC'd on the conversation.
        bcc_emails:
          type: array
          items:
            type: string
            format: email
          description: Email addresses BCC'd on the conversation.
        attachments:
          type: array
          items:
            $ref: '#/components/schemas/Attachment'
          description: Files attached to the conversation.
        source:
          type: integer
          description: Source of the conversation.
        created_at:
          type: string
          format: date-time
          description: Timestamp when the conversation was created.
        updated_at:
          type: string
          format: date-time
          description: Timestamp when the conversation was last updated.
    Error:
      type: object
      properties:
        description:
          type: string
          description: Human-readable error description.
        errors:
          type: array
          items:
            type: object
            properties:
              field:
                type: string
                description: Field that caused the error.
              message:
                type: string
                description: Error message for the field.
              code:
                type: string
                description: Error code.
    ReplyCreate:
      type: object
      required:
      - body
      properties:
        body:
          type: string
          description: Content of the reply in HTML format.
        cc_emails:
          type: array
          items:
            type: string
            format: email
          description: Email addresses to CC on the reply.
        bcc_emails:
          type: array
          items:
            type: string
            format: email
          description: Email addresses to BCC on the reply.
    NoteCreate:
      type: object
      required:
      - body
      properties:
        body:
          type: string
          description: Content of the note in HTML format.
        private:
          type: boolean
          description: Whether the note is private (visible only to agents). Default true.
          default: true
        incoming:
          type: boolean
          description: Whether the note is incoming (from a customer).
          default: false
        notify_emails:
          type: array
          items:
            type: string
            format: email
          description: Email addresses to notify about the note.
  responses:
    NotFound:
      description: The requested resource was not found.
      content:
        application/json:
          schema:
            $ref: '#/components/schemas/Error'
    BadRequest:
      description: The request is invalid or malformed.
      content:
        application/json:
          schema:
            $ref: '#/components/schemas/Error'
    Unauthorized:
      description: Authentication failed or credentials were not provided.
      content:
        application/json:
          schema:
            $ref: '#/components/schemas/Error'
  securitySchemes:
    basicAuth:
      type: http
      scheme: basic
      description: Freshdesk uses API key-based authentication. Pass your API key as the username with any string (e.g. X) as the password using HTTP Basic Authentication.
externalDocs:
  description: Freshdesk API Documentation
  url: https://developers.freshdesk.com/api/