freshdesk Groups API

openapi: 3.1.0
info:
  title: Freshdesk REST Agents Groups API
  description: The Freshdesk REST API (v2) provides programmatic access to helpdesk data and operations within Freshdesk, a customer support platform by Freshworks. It exposes endpoints for managing tickets, contacts, companies, agents, groups, conversations, products, email configurations, SLA policies, business hours, time entries, satisfaction ratings, solution categories, solution folders, solution articles, and more. The API uses JSON for request and response payloads, supports API key-based authentication, and follows RESTful conventions for CRUD operations.
  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: Groups
  description: Manage agent groups for ticket assignment and routing.
paths:
  /groups:
    get:
      operationId: listGroups
      summary: List all groups
      description: Retrieves a paginated list of agent groups.
      tags:
      - Groups
      parameters:
      - $ref: '#/components/parameters/page'
      - $ref: '#/components/parameters/perPage'
      responses:
        '200':
          description: Successfully retrieved list of groups.
          content:
            application/json:
              schema:
                type: array
                items:
                  $ref: '#/components/schemas/Group'
        '401':
          $ref: '#/components/responses/Unauthorized'
    post:
      operationId: createGroup
      summary: Create a group
      description: Creates a new agent group in the helpdesk.
      tags:
      - Groups
      requestBody:
        required: true
        content:
          application/json:
            schema:
              $ref: '#/components/schemas/GroupCreate'
      responses:
        '201':
          description: Group created successfully.
          content:
            application/json:
              schema:
                $ref: '#/components/schemas/Group'
        '400':
          $ref: '#/components/responses/BadRequest'
        '401':
          $ref: '#/components/responses/Unauthorized'
  /groups/{group_id}:
    get:
      operationId: getGroup
      summary: View a group
      description: Retrieves the details of a specific group by ID.
      tags:
      - Groups
      parameters:
      - $ref: '#/components/parameters/groupId'
      responses:
        '200':
          description: Successfully retrieved group details.
          content:
            application/json:
              schema:
                $ref: '#/components/schemas/Group'
        '401':
          $ref: '#/components/responses/Unauthorized'
        '404':
          $ref: '#/components/responses/NotFound'
    put:
      operationId: updateGroup
      summary: Update a group
      description: Updates the properties of an existing group.
      tags:
      - Groups
      parameters:
      - $ref: '#/components/parameters/groupId'
      requestBody:
        required: true
        content:
          application/json:
            schema:
              $ref: '#/components/schemas/GroupCreate'
      responses:
        '200':
          description: Group updated successfully.
          content:
            application/json:
              schema:
                $ref: '#/components/schemas/Group'
        '400':
          $ref: '#/components/responses/BadRequest'
        '401':
          $ref: '#/components/responses/Unauthorized'
        '404':
          $ref: '#/components/responses/NotFound'
    delete:
      operationId: deleteGroup
      summary: Delete a group
      description: Deletes a group from the helpdesk.
      tags:
      - Groups
      parameters:
      - $ref: '#/components/parameters/groupId'
      responses:
        '204':
          description: Group deleted successfully.
        '401':
          $ref: '#/components/responses/Unauthorized'
        '404':
          $ref: '#/components/responses/NotFound'
components:
  schemas:
    Group:
      type: object
      properties:
        id:
          type: integer
          format: int64
          description: Unique identifier of the group.
        name:
          type: string
          description: Name of the group.
        description:
          type: string
          nullable: true
          description: Description of the group.
        escalate_to:
          type: integer
          format: int64
          nullable: true
          description: ID of the agent to escalate to.
        unassigned_for:
          type: string
          nullable: true
          description: Duration after which unassigned tickets are escalated.
        business_hour_id:
          type: integer
          format: int64
          nullable: true
          description: ID of the associated business hour schedule.
        agent_ids:
          type: array
          items:
            type: integer
            format: int64
          description: IDs of agents in the group.
        auto_ticket_assign:
          type: boolean
          description: Whether tickets are auto-assigned within the group.
        created_at:
          type: string
          format: date-time
          description: Timestamp when the group was created.
        updated_at:
          type: string
          format: date-time
          description: Timestamp when the group was last updated.
    GroupCreate:
      type: object
      required:
      - name
      properties:
        name:
          type: string
          description: Name of the group.
        description:
          type: string
          description: Description of the group.
        escalate_to:
          type: integer
          format: int64
          description: Agent ID to escalate to.
        unassigned_for:
          type: string
          description: Duration for escalation.
        agent_ids:
          type: array
          items:
            type: integer
            format: int64
          description: Agent IDs to include.
        auto_ticket_assign:
          type: boolean
          description: Enable auto-assignment.
    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.
  parameters:
    groupId:
      name: group_id
      in: path
      required: true
      description: Unique identifier of the group.
      schema:
        type: integer
        format: int64
    perPage:
      name: per_page
      in: query
      description: Number of results per page (max 100).
      schema:
        type: integer
        minimum: 1
        maximum: 100
        default: 30
    page:
      name: page
      in: query
      description: Page number for paginated results.
      schema:
        type: integer
        minimum: 1
        default: 1
  responses:
    Unauthorized:
      description: Authentication failed or credentials were not provided.
      content:
        application/json:
          schema:
            $ref: '#/components/schemas/Error'
    BadRequest:
      description: The request is invalid or malformed.
      content:
        application/json:
          schema:
            $ref: '#/components/schemas/Error'
    NotFound:
      description: The requested resource was not found.
      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/