Freshdesk Action Block

What it does: Create and manage support tickets and contacts in Freshdesk directly from your workflows — keeping your helpdesk in sync with the rest of your stack.

When to Use This

• ✅ Create Freshdesk tickets from website forms, chatbots, or other triggers
• ✅ Update ticket status when resolved in another system
• ✅ Create and manage customer contacts in Freshdesk
• ✅ Retrieve ticket details for downstream processing
• ✅ List open tickets for reporting or dashboard automation

Features

• Tickets: Create, get, update, list, and delete tickets
• Contacts: Create, get, update, list, and delete contacts
• Variable Support: Use {{variables}} in subject, description, and all text fields

Getting Your Freshdesk Credentials

Freshdesk uses API Key + Domain authentication.

Step 1 — Get Your API Key

1. Log in to your Freshdesk account
2. Click your profile picture (top right) → Profile Settings
3. Your API Key is shown in the right panel
4. Copy it

Step 2 — Note Your Domain

Your Freshdesk domain is in the URL: https://**yourcompany**.freshdesk.com

Copy just the subdomain part: yourcompany.freshdesk.com

Step 3 — Connect in InditeAI

1. Add the Freshdesk action block to your workflow
2. Click Select Credentials → Create New
3. Enter your API Key
4. Enter your Domain (e.g., yourcompany.freshdesk.com)
5. Click Save Credentials

Setup in InditeAI

Select an Action

Working with Tickets

Create Ticket

Subject (required): Ticket title

{{form.subject}}
Bug: {{trigger.issueTitle}}
Support request from {{customer.name}}

Description (optional): Ticket body — supports {{variables}}

{{form.message}}
{{ticket.details}}

Email (optional): Requester's email address

{{form.email}}
{{customer.email}}

Priority (optional): Numeric priority code

Status (optional): Numeric status code

Returns: Full ticket object including id, subject, status, priority, created_at

Get Ticket

Ticket ID (required):

{{trigger.ticketId}}
123456

Returns: Full ticket details including subject, description, status, priority, requester_id, created_at, updated_at.

Update Ticket

Ticket ID (required): Ticket to update

Update any combination of: Subject, Description, Priority, Status.

Status: 4  (= Resolved)

List Tickets

Returns recent tickets from your Freshdesk account. No required fields.

Returns: Array of ticket objects.

Delete Ticket

Ticket ID (required): Ticket to permanently delete.

Working with Contacts

Create Contact

Name (required): Contact's full name

{{form.fullName}}
{{customer.name}}

Email (optional): Contact email address

{{form.email}}

Phone (optional): Contact phone number

{{form.phone}}

Returns: Contact object with id, name, email, phone, created_at.

Get Contact

Contact ID (required):

{{contact.id}}
{{trigger.contactId}}

Update Contact

Contact ID (required): Contact to update

Update any combination of: Name, Email, Phone.

List Contacts

Returns contacts from your Freshdesk account. No required fields.

Delete Contact

Contact ID (required): Contact to permanently delete.

Common Use Cases

1. Website Form → Support Ticket

Trigger: Form submission (Typeform, website contact form)

Workflow:

1. Freshdesk: Create Contact

   Name: {{form.name}}
   Email: {{form.email}}
2. Freshdesk: Create Ticket

   Subject: {{form.subject}}
   Description: {{form.message}}
   Email: {{form.email}}
   Priority: 2
3. Send Email: Confirmation to customer
4. Slack: Notify #support

2. High Priority Alert

Trigger: Freshdesk webhook (new ticket created)

Workflow:

1. Condition: {{ticket.priority}} = 4 (Urgent)
2. Slack: Alert #urgent-support
3. Send Email: Alert to support manager

3. Auto-Resolve on Payment

Trigger: Stripe payment confirmed

Workflow:

1. Freshdesk: List Tickets (find by email)
2. Condition: Open billing ticket found
3. Freshdesk: Update Ticket

   Status: 4 (Resolved)
4. Send Email: Payment confirmed + ticket resolved

4. CRM Contact Sync

Trigger: HubSpot new contact created

Workflow:

1. Freshdesk: Create Contact

   Name: {{contact.fullName}}
   Email: {{contact.email}}
   Phone: {{contact.phone}}
2. HubSpot: Update contact with Freshdesk contact ID

Troubleshooting

"Authentication failed" (401)

Fix: Verify the API Key is correct (no extra spaces). Check that the domain is yourcompany.freshdesk.com (not the full URL with https://).

"Ticket not found" (404)

Fix: Verify the Ticket ID is a number. Tickets have numeric IDs in Freshdesk.

Priority / Status not updating

Fix: These fields expect numeric strings ("2", "3", etc.) — not text labels.

Limitations

• Rate limits: Freshdesk limits vary by plan (typically 1,000 API calls per hour)
• Attachments: File attachments are not supported in the current version
• Custom fields: Not exposed in this block — use HTTP Request for custom field updates

Related Blocks

• Zendesk: Alternative helpdesk integration
• Condition: Route tickets based on priority or status
• Slack: Alert support teams instantly
• Send Email: Send ticket confirmations to customers