Manage support tickets, contacts, and agents in Freshworks' Freshdesk helpdesk via the Freshdesk REST API v2.

Provided free and as is, without warranty of any kind — including merchantability, fitness for a particular purpose, and the accuracy or completeness of any result. See the licence. You are responsible for checking what this produces before relying on it.

Freshdesk

Manage support tickets, contacts, and agents in Freshworks' Freshdesk helpdesk via the Freshdesk REST API v2.

This is a native InTouch tool (standard-library Python only — urllib, json, base64). It performs the work deterministically with no AI cost per run, and can be used directly by the assistant or inside any IML workflow.

What it does

Talks to https://{domain}.freshdesk.com/api/v2, authenticating with HTTP Basic auth where your API key is the username and X is a dummy password ({apiKey}:X, base64-encoded into the Authorization header). Returns the raw API response body as a JSON string in result plus the HTTP status.

Operations

operation	method	endpoint	required inputs
`list_tickets`	GET	`/api/v2/tickets`	`domain`
`get_ticket`	GET	`/api/v2/tickets/{id}`	`domain`, `ticketId`
`create_ticket`	POST	`/api/v2/tickets`	`domain`, `subject`, `description`, `email`
`list_contacts`	GET	`/api/v2/contacts`	`domain`
`list_agents`	GET	`/api/v2/agents`	`domain`

create_ticket also accepts optional priority (low, medium, high, urgent — default low) and ticketStatus (open, pending, resolved, closed — default open); these are translated to the numeric codes the API expects.

Inputs

input	required	notes
`apiKey`	yes	Your Freshdesk API key
`operation`	yes	One of the operations above
`domain`	yes	Subdomain, e.g. `acme` for `https://acme.freshdesk.com` (a full host is also accepted)
`ticketId`	—	For `get_ticket`
`subject`	—	For `create_ticket`
`description`	—	For `create_ticket` (HTML or plain text)
`email`	—	For `create_ticket` — the requester's email
`priority`	—	For `create_ticket`
`ticketStatus`	—	For `create_ticket`

Outputs

result — the API response body (JSON, as a string)
status — the HTTP status code as a string

API key setup

Log in to Freshdesk.
Click your profile picture (top right) and choose Profile settings.
Your API key is shown on the right under Your API Key (click to reveal/copy).
Use that value as apiKey. No separate password is needed — the tool sends X as the dummy password automatically.

Examples

List the most recent tickets:

operation = list_tickets
domain    = acme
apiKey    = <your key>

View a single ticket:

operation = get_ticket
domain    = acme
apiKey    = <your key>
ticketId  = 42

Create a ticket on behalf of a customer:

operation    = create_ticket
domain       = acme
apiKey       = <your key>
subject      = Printer not working
description  = The 3rd-floor printer reports a paper jam that isn't there.
email        = [email protected]
priority     = high
ticketStatus = open

List agents or contacts:

operation = list_agents
domain    = acme
apiKey    = <your key>

Notes

Response bodies are capped at ~5 MB.
Non-2xx responses are returned (not raised) so you can inspect status and the error body in result. A transport-level failure (DNS, refused, timeout) prints an error envelope and fails the step.

Publishes

The keys a later task may reference as {{taskName.key}}. Referencing anything not listed here resolves to nothing at run time.

error
result
status

Input Properties

Every property this tool accepts, from its own tool.iml.

Property	Type	Required	Default	Description
`apiKey`	string	yes	—	DEPRECATED — bind an API Key credential to the task with `credentialName` instead. A key pasted here is stored in the workflow definition in clear and appears in every export of it. Still honoured for workflows built before the change.
`operation`	string	yes	—	One of: list_tickets, get_ticket, create_ticket, list_contacts, list_agents
`domain`	string	no	—	Your Freshdesk subdomain (the {domain} in https://{domain}.freshdesk.com). Required.
`ticketId`	string	no	—	Ticket id for get_ticket.
`subject`	string	no	—	Subject line for create_ticket.
`description`	string	no	—	HTML/text description (first message) for create_ticket.
`email`	string	no	—	Requester email for create_ticket.
`priority`	string	no	—	Optional priority for create_ticket: low, medium, high, or urgent (defaults to low).
`ticketStatus`	string	no	—	Optional status for create_ticket: open, pending, resolved, or closed (defaults to open).