Freshdesk Connector

The Freshdesk connector lets you automate help desk tasks in your PingOne DaVinci flow using Freshdesk, a customer support platform for help desk ticketing.

The connector creates, views, updates, and deletes support tickets and contacts through the Freshdesk API, so that you can manage support requests and support portal accounts as part of your flow.

Setup

Resources

You can find more information and setup help in the following:

Freshdesk documentation:
PingOne DaVinci documentation:

Requirements

To use the connector, you’ll need:

A Freshdesk account. API access to the Freshdesk API is available on paid plans.
Your Freshdesk API key. You can find it in your Freshdesk profile settings.

Configuring the Freshdesk connector

Add the connector in PingOne DaVinci as shown in Adding a connector, then configure it as follows.

Connector configuration

Setting	Description
Freshdesk API Key	Your Freshdesk API key. Base 64 encode your API key with a trailing colon before pasting it into the field. For example, echo -n 'APIkey:X' \| base64, where APIkey is your Freshdesk API key.
Freshdesk Base URL (or Domain)	Your Freshdesk support portal domain, such as yourcompany.freshdesk.com or your custom domain. Do not include \https://.
Freshdesk API Version	The Freshdesk API version used for requests. The default is v2. Only change this if the API version is out of date.

Setting

Description

Freshdesk API Key

Your Freshdesk API key. Base 64 encode your API key with a trailing colon before pasting it into the field. For example, echo -n 'APIkey:X' | base64, where APIkey is your Freshdesk API key.

Freshdesk Base URL (or Domain)

Your Freshdesk support portal domain, such as yourcompany.freshdesk.com or your custom domain. Do not include \https://.

Freshdesk API Version

The Freshdesk API version used for requests. The default is v2. Only change this if the API version is out of date.

Using the connector in a flow

Submitting and managing support tickets

You can use the connector to automate ticket tasks, such as creating a ticket when a user submits a form in your flow or resolving an open ticket after the user’s issue is handled.

At a high level:

The Create Ticket capability creates a new ticket for the requester email you specify. If no contact exists with that email address in Freshdesk, it’s added as a new contact. You can also set the ticket subject, HTML description, priority, and status.
The View Ticket capability retrieves an existing ticket using its numerical ticket ID, which you can find next to the ticket title in your Freshdesk portal.
The Update Ticket capability updates an existing ticket. For example, to resolve an open ticket, set the status to 4.
The Delete Ticket capability deletes an existing ticket using its ticket ID.

For ticket priority, use 1 for low, 2 for medium, 3 for high, and 4 for urgent. For ticket status, use 2 for open, 3 for pending, 4 for resolved, and 5 for closed. The default priority is 1 and the default status is 2.

Test the flow by clicking Save, Deploy, and Try Flow.

Creating and managing support portal contacts

You can use the connector to create contacts in your support portal, update their details, or remove them, such as when a customer signs up for an account in your flow or when you need to process data removal requests.

At a high level:

The Create Contact capability creates a new contact using the contact’s email address, name, job title, phone number, and address.
The View Contact and Update Contact capabilities retrieve and update a contact using the contact ID from the connector output.
The Delete Contact capability permanently deletes a contact so that it’s completely removed from the portal, which can be useful for data privacy compliance.

Test the flow by clicking Save, Deploy, and Try Flow.

Capabilities

Create Ticket

A ticket is an issue raised by a requester that needs to be solved

Show details

Properties
Input Schema
Output Schema

Email textField required: Email address of the requester. If no contact exists with this email address in Freshdesk, it will be added as a new contact
Subject textField required: Subject of the Freshdesk ticket
Description textField required: HTML content of the ticket
Priority textField required: Priority of the ticket. The default value is 1

Default: 1
Status textField required: Status of the ticket. The default value is 2

Default: 2

default object
- properties object
  - email string
    
    Email address of the requester. If no contact exists with this email address in Freshdesk, it will be added as a new contact
  - ticketSubject string
    
    Subject of the ticket
  - ticketDescription string
    
    HTML content of the ticket
  - ticketPriority string/number
    
    Priority of the ticket. The default value is 1
  - ticketStatus string/number
    
    Status of the ticket. The default value is 2

Input Example

{
  "properties": {
    "email": "testEmail@gmail.com",
    "ticketSubject": "Computer won't turn on",
    "ticketDescription": "The computer's power button does not work.",
    "ticketPriority": 1,
    "ticketStatus": 2
  }
}

output object
- rawResponse object
- statusCode number
- headers object
- ticketId number

View Ticket

View one existing ticket, or all existing tickets

Show details

Properties
Input Schema
Output Schema

Ticket ID textField required: The numerical ID of the desired ticket. Can be found manually in your Freshdesk portal (i.e. 5 is the ID for “Ticket Title #5”)

default object
- properties object
  - ticketId number
    
    The numerical ID of the desired ticket

Input Example

{
  "properties": {
    "ticketId": 8
  }
}

output object
- rawResponse object
- statusCode number
- headers object
- ticketId number

Update Ticket

Make updates to an existing ticket

Show details

Properties
Input Schema
Output Schema

Ticket ID textField required: The numerical ID of the desired ticket. Can be found manually in your Freshdesk portal (i.e. 5 is the ID for “Ticket Title #5”)
Subject textField required: Subject of the Freshdesk ticket
Description textField required: HTML content of the ticket
Priority textField required: Priority of the ticket. The default value is 1

Default: 1
Status textField required: Status of the ticket. The default value is 2

Default: 2

default object
- properties object
  - ticketId number
    
    The numerical ID of the desired ticket
  - ticketSubject string
    
    Subject of the ticket
  - ticketDescription string
    
    HTML content of the ticket
  - ticketPriority string/number
    
    Priority of the ticket. The default value is 1
  - ticketStatus string/number
    
    Status of the ticket. The default value is 2

Input Example

{
  "properties": {
    "ticketId": 8,
    "ticketSubject": "WiFi issues",
    "ticketDescription": "Computer not connecting to WiFi",
    "ticketPriority": 3,
    "ticketStatus": 2
  }
}

output object
- rawResponse object
- statusCode number
- headers object

Delete Ticket

Delete an existing ticket

Show details

Properties
Input Schema
Output Schema

Ticket ID textField required: The numerical ID of the desired ticket. Can be found manually in your Freshdesk portal (i.e. 5 is the ID for “Ticket Title #5”)

default object
- properties object
  - ticketId number
    
    The numerical ID of the desired ticket

Input Example

{
  "properties": {
    "ticketId": 8
  }
}

output object
- rawResponse object
- statusCode number
- headers object

Create Contact

A contact is a customer or a potential customer who has raised a support ticket through any channel

Show details

Properties
Input Schema
Output Schema

Email textField required: Email address of the requester. If no contact exists with this email address in Freshdesk, it will be added as a new contact
Name textField: First and last name of the new contact
Job Title textField: Job title of the contact
Phone Number textField: Telephone number of the contact
Address textField: Address of the contact

default object
- properties object
  - email string
    
    Email address of the requester. If no contact exists with this email address in Freshdesk, it will be added as a new contact
  - contactName string
    
    First and last name of the new contact
  - contactJobTitle string
    
    Job title of the contact
  - contactPhone string
    
    Telephone number of the contact
  - contactAddress string
    
    Address of the contact

Input Example

{
  "properties": {
    "name": "Billy Bones",
    "email": "billybones1@zmail.com",
    "job_title": "Manager",
    "phone": "3033333333",
    "address": "123 East St"
  }
}

output object
- rawResponse object
- statusCode number
- headers object
- contactId number

View Contact

View a contact who raised a support ticket

Show details

Properties
Input Schema
Output Schema

Contact ID textField required: The "contactId" listed under the output object

default object
- properties object
  - contactId number
    
    The "contactId" listed under the output object

Input Example

{
  "properties": {
    "contactId": 120002013606
  }
}

output object
- rawResponse object
- statusCode number
- headers object

Update Contact

Update a contact who raised a support ticket

Show details

Properties
Input Schema
Output Schema

Contact ID textField required: The "contactId" listed under the output object
Name textField: First and last name of the new contact
Job Title textField: Job title of the contact
Phone Number textField: Telephone number of the contact
Address textField: Address of the contact

default object
- properties object
  - contactId number
    
    The "contactId" listed under the output object
  - contactName string
    
    First and last name of the new contact
  - contactJobTitle string
    
    Job title of the contact
  - contactPhone string
    
    Telephone number of the contact
  - contactAddress string
    
    Address of the contact

Input Example

{
  "properties": {
    "contactId": 120002013606,
    "name": "Billy Bones",
    "job_title": "Manager",
    "phone": "3033333333",
    "address": "123 East St"
  }
}

output object
- rawResponse object
- statusCode number
- headers object
- contactId number

Delete Contact

Hard delete a contact to completely remove it from the portal. Can be used for GDPR compliance

Show details

Properties
Input Schema
Output Schema

Contact ID textField required: The "contactId" listed under the output object

default object
- properties object
  - contactId number
    
    The "contactId" listed under the output object

Input Example

{
  "properties": {
    "contactId": 120002013606
  }
}

output object
- rawResponse object
- statusCode number
- headers object

Connectors

Freshdesk Connector

Setup

Resources

Requirements

Configuring the Freshdesk connector

Connector configuration

Using the connector in a flow

Submitting and managing support tickets

Creating and managing support portal contacts

Capabilities

Create Ticket

View Ticket

Update Ticket

Delete Ticket

Create Contact

View Contact

Update Contact

Delete Contact