Freshdesk

freshdesk Groups API

Manage agent groups for ticket assignment and routing.

GitHub OpenAPI

Operations 5

GET /groups List all groups #
POST /groups Create a group #
GET /groups/{group_id} View a group #
PUT /groups/{group_id} Update a group #
DELETE /groups/{group_id} Delete a group #

Documentation

📖
Documentation
https://developers.freshdesk.com/api/

Specifications

⚙
OpenAPI
https://raw.githubusercontent.com/api-evangelist/freshdesk/refs/heads/main/openapi/freshdesk-groups-api-openapi.yml

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OpenAPI Specification

freshdesk-groups-api-openapi.yml Raw ↑ 
openapi: 3.2.0
info:
  title: Freshdesk REST Groups 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: 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:
  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
    groupId:
      name: group_id
      in: path
      required: true
      description: Unique identifier of the group.
      schema:
        type: integer
        format: int64
  schemas:
    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.
    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.
    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.
  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/