freshdesk Solutions API

openapi: 3.1.0
info:
  title: Freshdesk REST Agents Solutions 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: Solutions
  description: Manage knowledge base solution categories, folders, and articles.
paths:
  /solutions/categories:
    get:
      operationId: listSolutionCategories
      summary: List all solution categories
      description: Retrieves a list of all solution categories in the knowledge base.
      tags:
      - Solutions
      responses:
        '200':
          description: Successfully retrieved solution categories.
          content:
            application/json:
              schema:
                type: array
                items:
                  $ref: '#/components/schemas/SolutionCategory'
        '401':
          $ref: '#/components/responses/Unauthorized'
    post:
      operationId: createSolutionCategory
      summary: Create a solution category
      description: Creates a new solution category in the knowledge base.
      tags:
      - Solutions
      requestBody:
        required: true
        content:
          application/json:
            schema:
              type: object
              required:
              - name
              properties:
                name:
                  type: string
                  description: Name of the solution category.
                description:
                  type: string
                  description: Description of the solution category.
      responses:
        '201':
          description: Solution category created successfully.
          content:
            application/json:
              schema:
                $ref: '#/components/schemas/SolutionCategory'
        '400':
          $ref: '#/components/responses/BadRequest'
        '401':
          $ref: '#/components/responses/Unauthorized'
  /solutions/categories/{category_id}:
    get:
      operationId: getSolutionCategory
      summary: View a solution category
      description: Retrieves the details of a specific solution category by ID.
      tags:
      - Solutions
      parameters:
      - $ref: '#/components/parameters/categoryId'
      responses:
        '200':
          description: Successfully retrieved solution category.
          content:
            application/json:
              schema:
                $ref: '#/components/schemas/SolutionCategory'
        '401':
          $ref: '#/components/responses/Unauthorized'
        '404':
          $ref: '#/components/responses/NotFound'
    put:
      operationId: updateSolutionCategory
      summary: Update a solution category
      description: Updates the properties of an existing solution category.
      tags:
      - Solutions
      parameters:
      - $ref: '#/components/parameters/categoryId'
      requestBody:
        required: true
        content:
          application/json:
            schema:
              type: object
              properties:
                name:
                  type: string
                  description: Name of the solution category.
                description:
                  type: string
                  description: Description of the solution category.
      responses:
        '200':
          description: Solution category updated successfully.
          content:
            application/json:
              schema:
                $ref: '#/components/schemas/SolutionCategory'
        '401':
          $ref: '#/components/responses/Unauthorized'
        '404':
          $ref: '#/components/responses/NotFound'
    delete:
      operationId: deleteSolutionCategory
      summary: Delete a solution category
      description: Deletes a solution category and all its folders and articles.
      tags:
      - Solutions
      parameters:
      - $ref: '#/components/parameters/categoryId'
      responses:
        '204':
          description: Solution category deleted successfully.
        '401':
          $ref: '#/components/responses/Unauthorized'
        '404':
          $ref: '#/components/responses/NotFound'
  /solutions/categories/{category_id}/folders:
    get:
      operationId: listSolutionFolders
      summary: List solution folders in a category
      description: Retrieves all solution folders within the specified category.
      tags:
      - Solutions
      parameters:
      - $ref: '#/components/parameters/categoryId'
      responses:
        '200':
          description: Successfully retrieved solution folders.
          content:
            application/json:
              schema:
                type: array
                items:
                  $ref: '#/components/schemas/SolutionFolder'
        '401':
          $ref: '#/components/responses/Unauthorized'
        '404':
          $ref: '#/components/responses/NotFound'
    post:
      operationId: createSolutionFolder
      summary: Create a solution folder
      description: Creates a new solution folder within the specified category.
      tags:
      - Solutions
      parameters:
      - $ref: '#/components/parameters/categoryId'
      requestBody:
        required: true
        content:
          application/json:
            schema:
              type: object
              required:
              - name
              - visibility
              properties:
                name:
                  type: string
                  description: Name of the solution folder.
                description:
                  type: string
                  description: Description of the solution folder.
                visibility:
                  type: integer
                  description: Visibility of the folder. 1 for all users, 2 for logged-in users, 3 for agents only, 4 for selected companies.
                  enum:
                  - 1
                  - 2
                  - 3
                  - 4
      responses:
        '201':
          description: Solution folder created successfully.
          content:
            application/json:
              schema:
                $ref: '#/components/schemas/SolutionFolder'
        '400':
          $ref: '#/components/responses/BadRequest'
        '401':
          $ref: '#/components/responses/Unauthorized'
  /solutions/folders/{folder_id}:
    get:
      operationId: getSolutionFolder
      summary: View a solution folder
      description: Retrieves the details of a specific solution folder by ID.
      tags:
      - Solutions
      parameters:
      - $ref: '#/components/parameters/folderId'
      responses:
        '200':
          description: Successfully retrieved solution folder.
          content:
            application/json:
              schema:
                $ref: '#/components/schemas/SolutionFolder'
        '401':
          $ref: '#/components/responses/Unauthorized'
        '404':
          $ref: '#/components/responses/NotFound'
    put:
      operationId: updateSolutionFolder
      summary: Update a solution folder
      description: Updates the properties of an existing solution folder.
      tags:
      - Solutions
      parameters:
      - $ref: '#/components/parameters/folderId'
      requestBody:
        required: true
        content:
          application/json:
            schema:
              type: object
              properties:
                name:
                  type: string
                  description: Name of the solution folder.
                description:
                  type: string
                  description: Description of the solution folder.
                visibility:
                  type: integer
                  description: Visibility of the folder.
      responses:
        '200':
          description: Solution folder updated successfully.
          content:
            application/json:
              schema:
                $ref: '#/components/schemas/SolutionFolder'
        '401':
          $ref: '#/components/responses/Unauthorized'
        '404':
          $ref: '#/components/responses/NotFound'
    delete:
      operationId: deleteSolutionFolder
      summary: Delete a solution folder
      description: Deletes a solution folder and all its articles.
      tags:
      - Solutions
      parameters:
      - $ref: '#/components/parameters/folderId'
      responses:
        '204':
          description: Solution folder deleted successfully.
        '401':
          $ref: '#/components/responses/Unauthorized'
        '404':
          $ref: '#/components/responses/NotFound'
  /solutions/folders/{folder_id}/articles:
    get:
      operationId: listSolutionArticles
      summary: List solution articles in a folder
      description: Retrieves all solution articles within the specified folder.
      tags:
      - Solutions
      parameters:
      - $ref: '#/components/parameters/folderId'
      responses:
        '200':
          description: Successfully retrieved solution articles.
          content:
            application/json:
              schema:
                type: array
                items:
                  $ref: '#/components/schemas/SolutionArticle'
        '401':
          $ref: '#/components/responses/Unauthorized'
        '404':
          $ref: '#/components/responses/NotFound'
    post:
      operationId: createSolutionArticle
      summary: Create a solution article
      description: Creates a new solution article within the specified folder.
      tags:
      - Solutions
      parameters:
      - $ref: '#/components/parameters/folderId'
      requestBody:
        required: true
        content:
          application/json:
            schema:
              type: object
              required:
              - title
              - description
              - status
              properties:
                title:
                  type: string
                  description: Title of the solution article.
                description:
                  type: string
                  description: Content of the solution article in HTML format.
                status:
                  type: integer
                  description: Publication status. 1 for draft, 2 for published.
                  enum:
                  - 1
                  - 2
      responses:
        '201':
          description: Solution article created successfully.
          content:
            application/json:
              schema:
                $ref: '#/components/schemas/SolutionArticle'
        '400':
          $ref: '#/components/responses/BadRequest'
        '401':
          $ref: '#/components/responses/Unauthorized'
  /solutions/articles/{article_id}:
    get:
      operationId: getSolutionArticle
      summary: View a solution article
      description: Retrieves the details of a specific solution article by ID.
      tags:
      - Solutions
      parameters:
      - $ref: '#/components/parameters/articleId'
      responses:
        '200':
          description: Successfully retrieved solution article.
          content:
            application/json:
              schema:
                $ref: '#/components/schemas/SolutionArticle'
        '401':
          $ref: '#/components/responses/Unauthorized'
        '404':
          $ref: '#/components/responses/NotFound'
    put:
      operationId: updateSolutionArticle
      summary: Update a solution article
      description: Updates the properties of an existing solution article.
      tags:
      - Solutions
      parameters:
      - $ref: '#/components/parameters/articleId'
      requestBody:
        required: true
        content:
          application/json:
            schema:
              type: object
              properties:
                title:
                  type: string
                  description: Title of the solution article.
                description:
                  type: string
                  description: Content of the solution article in HTML format.
                status:
                  type: integer
                  description: Publication status. 1 for draft, 2 for published.
      responses:
        '200':
          description: Solution article updated successfully.
          content:
            application/json:
              schema:
                $ref: '#/components/schemas/SolutionArticle'
        '401':
          $ref: '#/components/responses/Unauthorized'
        '404':
          $ref: '#/components/responses/NotFound'
    delete:
      operationId: deleteSolutionArticle
      summary: Delete a solution article
      description: Deletes a solution article from the knowledge base.
      tags:
      - Solutions
      parameters:
      - $ref: '#/components/parameters/articleId'
      responses:
        '204':
          description: Solution article deleted successfully.
        '401':
          $ref: '#/components/responses/Unauthorized'
        '404':
          $ref: '#/components/responses/NotFound'
components:
  schemas:
    SolutionCategory:
      type: object
      properties:
        id:
          type: integer
          format: int64
          description: Unique identifier of the solution category.
        name:
          type: string
          description: Name of the solution category.
        description:
          type: string
          nullable: true
          description: Description of the solution category.
        created_at:
          type: string
          format: date-time
          description: Timestamp when the category was created.
        updated_at:
          type: string
          format: date-time
          description: Timestamp when the category was last updated.
    SolutionFolder:
      type: object
      properties:
        id:
          type: integer
          format: int64
          description: Unique identifier of the solution folder.
        name:
          type: string
          description: Name of the solution folder.
        description:
          type: string
          nullable: true
          description: Description of the solution folder.
        category_id:
          type: integer
          format: int64
          description: ID of the parent category.
        visibility:
          type: integer
          description: Visibility setting. 1=All users, 2=Logged-in users, 3=Agents only, 4=Selected companies.
          enum:
          - 1
          - 2
          - 3
          - 4
        articles_count:
          type: integer
          description: Number of articles in the folder.
        created_at:
          type: string
          format: date-time
          description: Timestamp when the folder was created.
        updated_at:
          type: string
          format: date-time
          description: Timestamp when the folder was last updated.
    SolutionArticle:
      type: object
      properties:
        id:
          type: integer
          format: int64
          description: Unique identifier of the solution article.
        title:
          type: string
          description: Title of the article.
        description:
          type: string
          description: Content of the article in HTML format.
        description_text:
          type: string
          description: Content of the article in plain text.
        folder_id:
          type: integer
          format: int64
          description: ID of the parent folder.
        category_id:
          type: integer
          format: int64
          description: ID of the parent category.
        status:
          type: integer
          description: Publication status. 1=Draft, 2=Published.
          enum:
          - 1
          - 2
        thumbs_up:
          type: integer
          description: Number of positive votes.
        thumbs_down:
          type: integer
          description: Number of negative votes.
        hits:
          type: integer
          description: Number of views.
        tags:
          type: array
          items:
            type: string
          description: Tags associated with the article.
        created_at:
          type: string
          format: date-time
          description: Timestamp when the article was created.
        updated_at:
          type: string
          format: date-time
          description: Timestamp when the article 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:
    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'
  parameters:
    folderId:
      name: folder_id
      in: path
      required: true
      description: Unique identifier of the solution folder.
      schema:
        type: integer
        format: int64
    articleId:
      name: article_id
      in: path
      required: true
      description: Unique identifier of the solution article.
      schema:
        type: integer
        format: int64
    categoryId:
      name: category_id
      in: path
      required: true
      description: Unique identifier of the solution category.
      schema:
        type: integer
        format: int64
  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/