freshworks Tickets API

openapi: 3.2.0
info:
  title: Freshworks Tickets API
  version: '2.0'
  termsOfService: https://www.freshworks.com/terms/
  description: 'Operations tagged Tickets across 2 of this provider''s published API definitions: freshworks-freshdesk-api-openapi.yml, freshworks-freshservice-api-openapi.yml. Each path carries the servers of the definition it was published in.'
servers:
- url: https://{domain}.freshdesk.com/api/v2
  description: Freshdesk Production Server
  variables:
    domain:
      default: yourdomain
      description: Your Freshdesk subdomain
- url: https://{domain}.freshservice.com/api/v2
  description: Freshservice Production Server
  variables:
    domain:
      default: yourdomain
      description: Your Freshservice subdomain
security:
- basicAuth: []
tags:
- name: Tickets
  description: Manage helpdesk tickets including creation, updates, assignment, and resolution workflows.
paths:
  /tickets:
    get:
      operationId: listTickets
      summary: List all tickets
      description: Retrieves a list of all tickets in the helpdesk. Results can be filtered by various criteria including status, priority, and requester. Supports pagination with a default page size of 30.
      tags:
      - Tickets
      parameters:
      - $ref: '#/components/parameters/PageParam'
      - $ref: '#/components/parameters/PerPageParam'
      - name: filter
        in: query
        description: Pre-defined filter to apply. Options include new_and_my_open, watching, spam, deleted.
        schema:
          type: string
      - name: requester_id
        in: query
        description: Filter tickets by requester ID.
        schema:
          type: integer
      - name: email
        in: query
        description: Filter tickets by requester email.
        schema:
          type: string
          format: email
      - name: updated_since
        in: query
        description: Return tickets updated after this timestamp in UTC format.
        schema:
          type: string
          format: date-time
      - name: order_by
        in: query
        description: Field to sort by.
        schema:
          type: string
          enum:
          - created_at
          - due_by
          - updated_at
          - status
      - name: order_type
        in: query
        description: Sort order direction.
        schema:
          type: string
          enum:
          - asc
          - desc
      responses:
        '200':
          description: Success
          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 ticket in the helpdesk. Requires at least a subject, description, and requester identification (email, phone, or requester_id). Supports attachments and custom fields.
      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'
    servers:
    - url: https://{domain}.freshdesk.com/api/v2
      description: Freshdesk Production Server
      variables:
        domain:
          default: yourdomain
          description: Your Freshdesk subdomain
  /tickets/{ticket_id}:
    get:
      operationId: getTicket
      summary: View a ticket
      description: Retrieves the details of a specific ticket by its ID, including all ticket properties and custom fields.
      tags:
      - Tickets
      parameters:
      - $ref: '#/components/parameters/TicketIdParam'
      - name: include
        in: query
        description: Include additional information in the response. Comma-separated values from conversations, requester, company, stats.
        schema:
          type: string
      responses:
        '200':
          description: Success
          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 included in the request body will be updated.
      tags:
      - Tickets
      parameters:
      - $ref: '#/components/parameters/TicketIdParam'
      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 by moving it to the trash. The ticket can be restored later using the restore endpoint.
      tags:
      - Tickets
      parameters:
      - $ref: '#/components/parameters/TicketIdParam'
      responses:
        '204':
          description: Ticket deleted successfully
        '401':
          $ref: '#/components/responses/Unauthorized'
        '404':
          $ref: '#/components/responses/NotFound'
    servers:
    - url: https://{domain}.freshdesk.com/api/v2
      description: Freshdesk Production Server
      variables:
        domain:
          default: yourdomain
          description: Your Freshdesk subdomain
  /tickets/{ticket_id}/restore:
    put:
      operationId: restoreTicket
      summary: Restore a deleted ticket
      description: Restores a previously deleted ticket from the trash.
      tags:
      - Tickets
      parameters:
      - $ref: '#/components/parameters/TicketIdParam'
      responses:
        '204':
          description: Ticket restored successfully
        '401':
          $ref: '#/components/responses/Unauthorized'
        '404':
          $ref: '#/components/responses/NotFound'
    servers:
    - url: https://{domain}.freshdesk.com/api/v2
      description: Freshdesk Production Server
      variables:
        domain:
          default: yourdomain
          description: Your Freshdesk subdomain
components:
  responses:
    BadRequest:
      description: The request body or parameters are invalid.
      content:
        application/json:
          schema:
            $ref: '#/components/schemas/Error'
    NotFound:
      description: The requested resource was not found.
      content:
        application/json:
          schema:
            $ref: '#/components/schemas/Error'
    Unauthorized:
      description: Authentication credentials are missing or invalid.
      content:
        application/json:
          schema:
            $ref: '#/components/schemas/Error'
  schemas:
    Error:
      type: object
      properties:
        description:
          type: string
          description: Human-readable error message.
        errors:
          type: array
          description: List of specific validation errors.
          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.
    TicketCreate:
      type: object
      required:
      - subject
      - description
      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 of the requester.
        phone:
          type: string
          description: Phone number of the requester.
        requester_id:
          type: integer
          description: ID of the requester.
        status:
          type: integer
          description: Status of the ticket.
          enum:
          - 2
          - 3
          - 4
          - 5
          default: 2
        priority:
          type: integer
          description: Priority of the ticket.
          enum:
          - 1
          - 2
          - 3
          - 4
          default: 1
        source:
          type: integer
          description: Channel through which the ticket was created.
        type:
          type: string
          description: Type of the ticket.
        responder_id:
          type: integer
          description: ID of the agent to assign.
        group_id:
          type: integer
          description: ID of the group to assign.
        product_id:
          type: integer
          description: ID of the associated product.
        company_id:
          type: integer
          description: ID of the associated company.
        tags:
          type: array
          items:
            type: string
          description: Tags to associate with the ticket.
        cc_emails:
          type: array
          items:
            type: string
            format: email
          description: Email addresses to CC on the ticket.
        custom_fields:
          type: object
          additionalProperties: true
          description: Key-value pairs for custom fields.
        parent_id:
          type: integer
          description: ID of the parent ticket to create a child ticket.
    Ticket:
      type: object
      properties:
        id:
          type: integer
          description: Unique ID 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.
        type:
          type: string
          description: Type of the ticket.
        requester_id:
          type: integer
          description: ID of the requester who raised the ticket.
        responder_id:
          type: integer
          description: ID of the agent assigned to the ticket.
        group_id:
          type: integer
          description: ID of the group to which the ticket is assigned.
        company_id:
          type: integer
          description: ID of the company associated with the ticket.
        product_id:
          type: integer
          description: ID of the product associated with the ticket.
        email:
          type: string
          format: email
          description: Email address of the requester.
        phone:
          type: string
          description: Phone number of the requester.
        tags:
          type: array
          description: Tags associated with the ticket.
          items:
            type: string
        due_by:
          type: string
          format: date-time
          description: Timestamp indicating when the ticket is due.
        fr_due_by:
          type: string
          format: date-time
          description: Timestamp indicating when the first response is due.
        is_escalated:
          type: boolean
          description: Whether the ticket has been escalated.
        custom_fields:
          type: object
          description: Key-value pairs of custom field values.
          additionalProperties: true
        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
        responder_id:
          type: integer
          description: ID of the agent to assign.
        group_id:
          type: integer
          description: ID of the group to assign.
        type:
          type: string
          description: Type of the ticket.
        tags:
          type: array
          items:
            type: string
          description: Tags to associate with the ticket.
        custom_fields:
          type: object
          additionalProperties: true
          description: Key-value pairs for custom fields.
    Error_2:
      type: object
      properties:
        description:
          type: string
          description: Human-readable error message.
        errors:
          type: array
          description: List of specific validation errors.
          items:
            type: object
            properties:
              field:
                type: string
                description: Field that caused the error.
              message:
                type: string
                description: Error message.
              code:
                type: string
                description: Error code.
    TicketCreate_2:
      type: object
      required:
      - subject
      - description
      - email
      - status
      - priority
      properties:
        subject:
          type: string
          description: Subject of the ticket.
        description:
          type: string
          description: HTML description of the ticket.
        email:
          type: string
          format: email
          description: Email of the requester.
        requester_id:
          type: integer
          description: ID of the requester.
        status:
          type: integer
          description: Status of the ticket.
        priority:
          type: integer
          description: Priority of the ticket.
        type:
          type: string
          description: Type of the ticket.
        source:
          type: integer
          description: Source channel.
        responder_id:
          type: integer
          description: ID of the agent to assign.
        group_id:
          type: integer
          description: ID of the group to assign.
        department_id:
          type: integer
          description: ID of the department.
        category:
          type: string
          description: Category of the ticket.
        sub_category:
          type: string
          description: Sub-category.
        item_category:
          type: string
          description: Item category.
        tags:
          type: array
          items:
            type: string
          description: Tags to associate.
        cc_emails:
          type: array
          items:
            type: string
            format: email
          description: Email addresses to CC.
        custom_fields:
          type: object
          additionalProperties: true
          description: Custom field values.
    Ticket_2:
      type: object
      properties:
        id:
          type: integer
          description: Unique ID of the ticket.
        subject:
          type: string
          description: Subject of the ticket.
        description:
          type: string
          description: HTML description of the ticket.
        description_text:
          type: string
          description: Plain text description of the ticket.
        status:
          type: integer
          description: Status of the ticket. 2=Open, 3=Pending, 4=Resolved, 5=Closed.
        priority:
          type: integer
          description: Priority of the ticket. 1=Low, 2=Medium, 3=High, 4=Urgent.
        type:
          type: string
          description: Type of the ticket (Incident, Service Request).
        source:
          type: integer
          description: Source channel of the ticket.
        requester_id:
          type: integer
          description: ID of the requester.
        responder_id:
          type: integer
          description: ID of the assigned agent.
        group_id:
          type: integer
          description: ID of the assigned group.
        department_id:
          type: integer
          description: ID of the associated department.
        category:
          type: string
          description: Category of the ticket.
        sub_category:
          type: string
          description: Sub-category of the ticket.
        item_category:
          type: string
          description: Item category of the ticket.
        email:
          type: string
          format: email
          description: Email of the requester.
        tags:
          type: array
          items:
            type: string
          description: Tags associated with the ticket.
        due_by:
          type: string
          format: date-time
          description: Due date for ticket resolution.
        fr_due_by:
          type: string
          format: date-time
          description: Due date for first response.
        is_escalated:
          type: boolean
          description: Whether the ticket has been escalated.
        custom_fields:
          type: object
          additionalProperties: true
          description: Custom field values.
        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_2:
      type: object
      properties:
        subject:
          type: string
          description: Subject of the ticket.
        description:
          type: string
          description: HTML description.
        status:
          type: integer
          description: Status of the ticket.
        priority:
          type: integer
          description: Priority of the ticket.
        responder_id:
          type: integer
          description: ID of the agent to assign.
        group_id:
          type: integer
          description: ID of the group to assign.
        type:
          type: string
          description: Type of the ticket.
        category:
          type: string
          description: Category.
        sub_category:
          type: string
          description: Sub-category.
        tags:
          type: array
          items:
            type: string
          description: Tags.
        custom_fields:
          type: object
          additionalProperties: true
          description: Custom field values.
  parameters:
    PageParam:
      name: page
      in: query
      description: Page number for pagination.
      schema:
        type: integer
        minimum: 1
        default: 1
    TicketIdParam:
      name: ticket_id
      in: path
      required: true
      description: The ID of the ticket.
      schema:
        type: integer
    PerPageParam:
      name: per_page
      in: query
      description: Number of results per page (max 100).
      schema:
        type: integer
        minimum: 1
        maximum: 100
        default: 30
  securitySchemes:
    basicAuth:
      type: http
      scheme: basic
      description: Use your API key as the username and X as the password. The API key can be found in your Freshdesk profile settings.
x-refined-from:
- freshworks-freshdesk-api-openapi.yml
- freshworks-freshservice-api-openapi.yml