freshdesk Search API

openapi: 3.1.0
info:
  title: Freshdesk REST Agents Search 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: Search
  description: Search across tickets, contacts, and companies using query syntax.
paths:
  /search/tickets:
    get:
      operationId: searchTickets
      summary: Search tickets
      description: Searches for tickets using Freshdesk query language. Supports filtering by any ticket field using a SQL-like query syntax.
      tags:
      - Search
      parameters:
      - name: query
        in: query
        required: true
        description: Search query using Freshdesk query language, e.g. "priority:1 AND status:2".
        schema:
          type: string
      responses:
        '200':
          description: Successfully retrieved search results.
          content:
            application/json:
              schema:
                type: object
                properties:
                  total:
                    type: integer
                    description: Total number of matching tickets.
                  results:
                    type: array
                    items:
                      $ref: '#/components/schemas/Ticket'
        '401':
          $ref: '#/components/responses/Unauthorized'
  /search/contacts:
    get:
      operationId: searchContacts
      summary: Search contacts
      description: Searches for contacts using Freshdesk query language.
      tags:
      - Search
      parameters:
      - name: query
        in: query
        required: true
        description: Search query using Freshdesk query language.
        schema:
          type: string
      responses:
        '200':
          description: Successfully retrieved search results.
          content:
            application/json:
              schema:
                type: object
                properties:
                  total:
                    type: integer
                    description: Total number of matching contacts.
                  results:
                    type: array
                    items:
                      $ref: '#/components/schemas/Contact'
        '401':
          $ref: '#/components/responses/Unauthorized'
  /search/companies:
    get:
      operationId: searchCompanies
      summary: Search companies
      description: Searches for companies using Freshdesk query language.
      tags:
      - Search
      parameters:
      - name: query
        in: query
        required: true
        description: Search query using Freshdesk query language.
        schema:
          type: string
      responses:
        '200':
          description: Successfully retrieved search results.
          content:
            application/json:
              schema:
                type: object
                properties:
                  total:
                    type: integer
                    description: Total number of matching companies.
                  results:
                    type: array
                    items:
                      $ref: '#/components/schemas/Company'
        '401':
          $ref: '#/components/responses/Unauthorized'
components:
  responses:
    Unauthorized:
      description: Authentication failed or credentials were not provided.
      content:
        application/json:
          schema:
            $ref: '#/components/schemas/Error'
  schemas:
    Contact:
      type: object
      properties:
        id:
          type: integer
          format: int64
          description: Unique identifier of the contact.
        name:
          type: string
          description: Full name of the contact.
        email:
          type: string
          format: email
          description: Primary email address of the contact.
        phone:
          type: string
          nullable: true
          description: Phone number of the contact.
        mobile:
          type: string
          nullable: true
          description: Mobile phone number of the contact.
        twitter_id:
          type: string
          nullable: true
          description: Twitter handle of the contact.
        address:
          type: string
          nullable: true
          description: Physical address of the contact.
        description:
          type: string
          nullable: true
          description: Description or notes about the contact.
        job_title:
          type: string
          nullable: true
          description: Job title of the contact.
        language:
          type: string
          nullable: true
          description: Language preference of the contact.
        time_zone:
          type: string
          nullable: true
          description: Time zone of the contact.
        company_id:
          type: integer
          format: int64
          nullable: true
          description: ID of the company the contact belongs to.
        active:
          type: boolean
          description: Whether the contact is active.
        tags:
          type: array
          items:
            type: string
          description: Tags associated with the contact.
        other_emails:
          type: array
          items:
            type: string
            format: email
          description: Additional email addresses for the contact.
        custom_fields:
          type: object
          additionalProperties: true
          description: Custom fields set on the contact.
        created_at:
          type: string
          format: date-time
          description: Timestamp when the contact was created.
        updated_at:
          type: string
          format: date-time
          description: Timestamp when the contact was last updated.
    Company:
      type: object
      properties:
        id:
          type: integer
          format: int64
          description: Unique identifier of the company.
        name:
          type: string
          description: Name of the company.
        description:
          type: string
          nullable: true
          description: Description of the company.
        note:
          type: string
          nullable: true
          description: Notes about the company.
        domains:
          type: array
          items:
            type: string
          description: Email domains associated with the company.
        health_score:
          type: string
          nullable: true
          description: Health score of the company relationship.
        account_tier:
          type: string
          nullable: true
          description: Account tier or plan level.
        renewal_date:
          type: string
          format: date-time
          nullable: true
          description: Date when the company's account renews.
        industry:
          type: string
          nullable: true
          description: Industry the company belongs to.
        custom_fields:
          type: object
          additionalProperties: true
          description: Custom fields set on the company.
        created_at:
          type: string
          format: date-time
          description: Timestamp when the company was created.
        updated_at:
          type: string
          format: date-time
          description: Timestamp when the company was last updated.
    Ticket:
      type: object
      properties:
        id:
          type: integer
          format: int64
          description: Unique identifier of the ticket.
        subject:
          type: string
          description: Subject of the ticket.
        description:
          type: string
          description: HTML content of the ticket description.
        description_text:
          type: string
          description: Plain-text content of the ticket description.
        status:
          type: integer
          description: Status of the ticket. 2=Open, 3=Pending, 4=Resolved, 5=Closed.
          enum:
          - 2
          - 3
          - 4
          - 5
        priority:
          type: integer
          description: Priority of the ticket. 1=Low, 2=Medium, 3=High, 4=Urgent.
          enum:
          - 1
          - 2
          - 3
          - 4
        source:
          type: integer
          description: Channel through which the ticket was created. 1=Email, 2=Portal, 3=Phone, 7=Chat, 9=Feedback Widget, 10=Outbound Email.
          enum:
          - 1
          - 2
          - 3
          - 7
          - 9
          - 10
        type:
          type: string
          nullable: true
          description: Type of the ticket, e.g. Question, Incident, Problem, Feature Request.
        requester_id:
          type: integer
          format: int64
          description: ID of the contact who raised the ticket.
        responder_id:
          type: integer
          format: int64
          nullable: true
          description: ID of the agent assigned to the ticket.
        group_id:
          type: integer
          format: int64
          nullable: true
          description: ID of the group the ticket is assigned to.
        product_id:
          type: integer
          format: int64
          nullable: true
          description: ID of the product associated with the ticket.
        company_id:
          type: integer
          format: int64
          nullable: true
          description: ID of the company associated with the ticket.
        email_config_id:
          type: integer
          format: int64
          nullable: true
          description: ID of the email configuration used for the ticket.
        cc_emails:
          type: array
          items:
            type: string
            format: email
          description: Email addresses CC'd on the ticket.
        fwd_emails:
          type: array
          items:
            type: string
            format: email
          description: Email addresses the ticket was forwarded to.
        reply_cc_emails:
          type: array
          items:
            type: string
            format: email
          description: Email addresses CC'd on replies.
        to_emails:
          type: array
          items:
            type: string
            format: email
          nullable: true
          description: Email addresses in the To field.
        tags:
          type: array
          items:
            type: string
          description: Tags associated with the ticket.
        custom_fields:
          type: object
          additionalProperties: true
          description: Custom fields set on the ticket, keyed by field name with cf_ prefix.
        fr_escalated:
          type: boolean
          description: Whether the ticket has been escalated for first response SLA breach.
        spam:
          type: boolean
          description: Whether the ticket has been marked as spam.
        is_escalated:
          type: boolean
          description: Whether the ticket has been escalated.
        due_by:
          type: string
          format: date-time
          description: Timestamp when the ticket resolution is due.
        fr_due_by:
          type: string
          format: date-time
          description: Timestamp when the first response is due.
        created_at:
          type: string
          format: date-time
          description: Timestamp when the ticket was created.
        updated_at:
          type: string
          format: date-time
          description: Timestamp when the ticket 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.
  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/