freshdesk Tickets API

openapi: 3.1.0
info:
  title: Freshdesk REST Agents Tickets 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: Tickets
  description: Manage support tickets including creation, updates, bulk operations, merging, and lifecycle management.
paths:
  /tickets:
    get:
      operationId: listTickets
      summary: List all tickets
      description: Retrieves a paginated list of tickets from the helpdesk. By default, only tickets that have not been deleted or marked as spam are returned. Use filter query parameters to narrow results by status, requester, agent, group, or updated date.
      tags:
      - Tickets
      parameters:
      - $ref: '#/components/parameters/page'
      - $ref: '#/components/parameters/perPage'
      - name: filter
        in: query
        description: Pre-defined filter to apply. Options include new_and_my_open, watching, spam, deleted.
        schema:
          type: string
          enum:
          - new_and_my_open
          - watching
          - spam
          - deleted
      - name: requester_id
        in: query
        description: Filter tickets by requester ID.
        schema:
          type: integer
          format: int64
      - name: email
        in: query
        description: Filter tickets by requester email address.
        schema:
          type: string
          format: email
      - name: updated_since
        in: query
        description: Return tickets updated since the given date-time in UTC format.
        schema:
          type: string
          format: date-time
      - name: order_by
        in: query
        description: Field to order results by.
        schema:
          type: string
          enum:
          - created_at
          - due_by
          - updated_at
          - status
          default: created_at
      - name: order_type
        in: query
        description: Sort direction for results.
        schema:
          type: string
          enum:
          - asc
          - desc
          default: desc
      - name: include
        in: query
        description: Include additional information such as requester, stats, or description.
        schema:
          type: string
          enum:
          - requester
          - stats
          - description
      responses:
        '200':
          description: Successfully retrieved list of tickets.
          content:
            application/json:
              schema:
                type: array
                items:
                  $ref: '#/components/schemas/Ticket'
        '401':
          $ref: '#/components/responses/Unauthorized'
    post:
      operationId: createTicket
      summary: Create a ticket
      description: Creates a new support ticket. At minimum, a requester identifier (email, phone, requester_id, or twitter_id) and a subject or description must be provided.
      tags:
      - Tickets
      requestBody:
        required: true
        content:
          application/json:
            schema:
              $ref: '#/components/schemas/TicketCreate'
      responses:
        '201':
          description: Ticket created successfully.
          content:
            application/json:
              schema:
                $ref: '#/components/schemas/Ticket'
        '400':
          $ref: '#/components/responses/BadRequest'
        '401':
          $ref: '#/components/responses/Unauthorized'
  /tickets/{ticket_id}:
    get:
      operationId: getTicket
      summary: View a ticket
      description: Retrieves the details of a specific ticket by its ID, including all standard and custom fields.
      tags:
      - Tickets
      parameters:
      - $ref: '#/components/parameters/ticketId'
      - name: include
        in: query
        description: Include additional information in the response.
        schema:
          type: string
          enum:
          - conversations
          - requester
          - company
          - stats
      responses:
        '200':
          description: Successfully retrieved ticket details.
          content:
            application/json:
              schema:
                $ref: '#/components/schemas/Ticket'
        '401':
          $ref: '#/components/responses/Unauthorized'
        '404':
          $ref: '#/components/responses/NotFound'
    put:
      operationId: updateTicket
      summary: Update a ticket
      description: Updates the properties of an existing ticket. Only the fields provided in the request body will be updated.
      tags:
      - Tickets
      parameters:
      - $ref: '#/components/parameters/ticketId'
      requestBody:
        required: true
        content:
          application/json:
            schema:
              $ref: '#/components/schemas/TicketUpdate'
      responses:
        '200':
          description: Ticket updated successfully.
          content:
            application/json:
              schema:
                $ref: '#/components/schemas/Ticket'
        '400':
          $ref: '#/components/responses/BadRequest'
        '401':
          $ref: '#/components/responses/Unauthorized'
        '404':
          $ref: '#/components/responses/NotFound'
    delete:
      operationId: deleteTicket
      summary: Delete a ticket
      description: Soft-deletes a ticket, moving it to the trash. The ticket can be restored later using the restore endpoint.
      tags:
      - Tickets
      parameters:
      - $ref: '#/components/parameters/ticketId'
      responses:
        '204':
          description: Ticket deleted successfully.
        '401':
          $ref: '#/components/responses/Unauthorized'
        '404':
          $ref: '#/components/responses/NotFound'
  /tickets/{ticket_id}/restore:
    put:
      operationId: restoreTicket
      summary: Restore a deleted ticket
      description: Restores a previously soft-deleted ticket from the trash.
      tags:
      - Tickets
      parameters:
      - $ref: '#/components/parameters/ticketId'
      responses:
        '204':
          description: Ticket restored successfully.
        '401':
          $ref: '#/components/responses/Unauthorized'
        '404':
          $ref: '#/components/responses/NotFound'
  /tickets/outbound_email:
    post:
      operationId: createOutboundEmail
      summary: Create an outbound email ticket
      description: Creates a new outbound email ticket, allowing agents to initiate email conversations with customers.
      tags:
      - Tickets
      requestBody:
        required: true
        content:
          application/json:
            schema:
              $ref: '#/components/schemas/TicketCreate'
      responses:
        '201':
          description: Outbound email ticket created successfully.
          content:
            application/json:
              schema:
                $ref: '#/components/schemas/Ticket'
        '400':
          $ref: '#/components/responses/BadRequest'
        '401':
          $ref: '#/components/responses/Unauthorized'
  /tickets/{ticket_id}/watchers:
    get:
      operationId: listTicketWatchers
      summary: List watchers on a ticket
      description: Retrieves the list of agents watching the specified ticket.
      tags:
      - Tickets
      parameters:
      - $ref: '#/components/parameters/ticketId'
      responses:
        '200':
          description: Successfully retrieved watchers.
          content:
            application/json:
              schema:
                type: object
                properties:
                  watcher_ids:
                    type: array
                    items:
                      type: integer
                      format: int64
                    description: List of agent IDs watching the ticket.
        '401':
          $ref: '#/components/responses/Unauthorized'
        '404':
          $ref: '#/components/responses/NotFound'
  /tickets/{ticket_id}/watch:
    post:
      operationId: watchTicket
      summary: Watch a ticket
      description: Adds the authenticated agent as a watcher on the specified ticket.
      tags:
      - Tickets
      parameters:
      - $ref: '#/components/parameters/ticketId'
      responses:
        '204':
          description: Successfully added as a watcher.
        '401':
          $ref: '#/components/responses/Unauthorized'
        '404':
          $ref: '#/components/responses/NotFound'
  /tickets/{ticket_id}/associated_tickets:
    get:
      operationId: listAssociatedTickets
      summary: List associated tickets
      description: Retrieves tickets associated with the specified tracker ticket.
      tags:
      - Tickets
      parameters:
      - $ref: '#/components/parameters/ticketId'
      responses:
        '200':
          description: Successfully retrieved associated tickets.
          content:
            application/json:
              schema:
                type: array
                items:
                  $ref: '#/components/schemas/Ticket'
        '401':
          $ref: '#/components/responses/Unauthorized'
        '404':
          $ref: '#/components/responses/NotFound'
  /tickets/merge:
    put:
      operationId: mergeTickets
      summary: Merge tickets
      description: Merges one or more secondary tickets into a primary ticket. The secondary tickets are closed and their conversations are added to the primary ticket.
      tags:
      - Tickets
      requestBody:
        required: true
        content:
          application/json:
            schema:
              type: object
              required:
              - primary_id
              - ticket_ids
              properties:
                primary_id:
                  type: integer
                  format: int64
                  description: ID of the primary ticket to merge into.
                ticket_ids:
                  type: array
                  items:
                    type: integer
                    format: int64
                  description: IDs of secondary tickets to merge.
      responses:
        '200':
          description: Tickets merged successfully.
        '400':
          $ref: '#/components/responses/BadRequest'
        '401':
          $ref: '#/components/responses/Unauthorized'
  /tickets/bulk_update:
    post:
      operationId: bulkUpdateTickets
      summary: Bulk update tickets
      description: Updates properties on multiple tickets at once.
      tags:
      - Tickets
      requestBody:
        required: true
        content:
          application/json:
            schema:
              type: object
              required:
              - ids
              - properties
              properties:
                ids:
                  type: array
                  items:
                    type: integer
                    format: int64
                  description: IDs of tickets to update.
                properties:
                  type: object
                  description: Key-value pairs of ticket properties to update.
      responses:
        '202':
          description: Bulk update accepted for processing.
        '400':
          $ref: '#/components/responses/BadRequest'
        '401':
          $ref: '#/components/responses/Unauthorized'
  /tickets/bulk_delete:
    post:
      operationId: bulkDeleteTickets
      summary: Bulk delete tickets
      description: Soft-deletes multiple tickets at once, moving them to the trash.
      tags:
      - Tickets
      requestBody:
        required: true
        content:
          application/json:
            schema:
              type: object
              required:
              - ids
              properties:
                ids:
                  type: array
                  items:
                    type: integer
                    format: int64
                  description: IDs of tickets to delete.
      responses:
        '202':
          description: Bulk delete accepted for processing.
        '400':
          $ref: '#/components/responses/BadRequest'
        '401':
          $ref: '#/components/responses/Unauthorized'
  /ticket_fields:
    get:
      operationId: listTicketFields
      summary: List all ticket fields
      description: Retrieves all default and custom ticket fields.
      tags:
      - Tickets
      responses:
        '200':
          description: Successfully retrieved ticket fields.
          content:
            application/json:
              schema:
                type: array
                items:
                  $ref: '#/components/schemas/Field'
        '401':
          $ref: '#/components/responses/Unauthorized'
components:
  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'
  schemas:
    TicketCreate:
      type: object
      properties:
        subject:
          type: string
          description: Subject of the ticket.
        description:
          type: string
          description: HTML content of the ticket description.
        email:
          type: string
          format: email
          description: Email address of the requester. Required if requester_id, phone, or twitter_id is not provided.
        phone:
          type: string
          description: Phone number of the requester.
        requester_id:
          type: integer
          format: int64
          description: ID of the requester contact.
        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 source of the ticket.
        type:
          type: string
          description: Type of the ticket.
        responder_id:
          type: integer
          format: int64
          description: ID of the agent to assign.
        group_id:
          type: integer
          format: int64
          description: ID of the group to assign.
        product_id:
          type: integer
          format: int64
          description: ID of the associated product.
        cc_emails:
          type: array
          items:
            type: string
            format: email
          description: Email addresses to CC.
        tags:
          type: array
          items:
            type: string
          description: Tags to add to the ticket.
        custom_fields:
          type: object
          additionalProperties: true
          description: Custom field values keyed by field name with cf_ prefix.
    Field:
      type: object
      properties:
        id:
          type: integer
          format: int64
          description: Unique identifier of the field.
        name:
          type: string
          description: Internal name of the field.
        label:
          type: string
          description: Display label of the field.
        description:
          type: string
          nullable: true
          description: Description of the field.
        type:
          type: string
          description: Data type of the field.
        default:
          type: boolean
          description: Whether this is a default system field.
        required_for_closure:
          type: boolean
          description: Whether this field must be filled before closing a ticket.
        required_for_agents:
          type: boolean
          description: Whether this field is required when agents create tickets.
        required_for_customers:
          type: boolean
          description: Whether this field is required when customers create tickets.
        choices:
          type: array
          items:
            type: string
          nullable: true
          description: Available choices for dropdown fields.
        created_at:
          type: string
          format: date-time
          description: Timestamp when the field was created.
        updated_at:
          type: string
          format: date-time
          description: Timestamp when the field 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.
    TicketUpdate:
      type: object
      properties:
        subject:
          type: string
          description: Subject of the ticket.
        description:
          type: string
          description: HTML content of the ticket description.
        status:
          type: integer
          description: Status of the ticket.
          enum:
          - 2
          - 3
          - 4
          - 5
        priority:
          type: integer
          description: Priority of the ticket.
          enum:
          - 1
          - 2
          - 3
          - 4
        source:
          type: integer
          description: Channel source of the ticket.
        type:
          type: string
          description: Type of the ticket.
        responder_id:
          type: integer
          format: int64
          description: ID of the agent to assign.
        group_id:
          type: integer
          format: int64
          description: ID of the group to assign.
        product_id:
          type: integer
          format: int64
          description: ID of the associated product.
        tags:
          type: array
          items:
            type: string
          description: Tags to set on the ticket.
        custom_fields:
          type: object
          additionalProperties: true
          description: Custom field values to update.
    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:
    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
    page:
      name: page
      in: query
      description: Page number for paginated results.
      schema:
        type: integer
        minimum: 1
        default: 1
  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/