REST API Reference
Solutions

The Solutions (also called Knowledge Base) section is divided into 'Categories', each having 'Folders' under them. The actual solution is an 'Article' inside the Folder. i.e. Categories --> Folders --> Articles


Solutions Properties

Below are the Solutions properties which have fixed values:

Visibility

Visibility is set at the Folder level.

Anyone 1
Logged in users 2
Agents 3

Type

Permanent 1
Workaround 2

Status

Draft 1
Published 2


Viewing Solutions Categories

Below is a request to view all the categories in the Solutions:

curl "http://{yourhelpdesk.freshdesk.com}/solution/categories.xml"

Below is the sample output for the above request:

<?xml version="1.0" encoding="UTF-8"?>
<solution-categories type="array">
  <solution-category>
    <created-at type="datetime">2011-03-16T16:37:03+05:30</created-at>
    <description>All topics related to Freshdesk</description>
    <id type="integer">4</id>
    <name>Freshdesk</name>
    <updated-at type="datetime">2011-03-16T16:37:03+05:30</updated-at>
  </solution-category>
    ...
</solution-categories>


Viewing Folders in a Category

Below is the request for viewing all the folders in the category named 'Freshdesk'(id=4)

curl “http://{yourhelpdesk.freshdesk.com}/solution/categories/{id}.xml”

Below is the output for the above request:

<?xml version="1.0" encoding="UTF-8"?>
<solution-category>
  <created-at type="datetime">2011-03-16T16:37:03+05:30</created-at>
  <description>All topics related to Freshdesk</description>
  <id type="integer">4</id>
  <name>Freshdesk</name>
  <updated-at type="datetime">2011-03-16T16:37:03+05:30</updated-at>
  <folders type="array">
    <folder type="Solution::Folder">
      <category-id type="integer">4</category-id>
      <created-at type="datetime">2011-03-16T16:39:39+05:30</created-at>
      <description></description>
      <id type="integer">10</id>
      <name>Automation</name>
      <updated-at type="datetime">2011-03-16T16:39:39+05:30</updated-at>
    </folder>
    <folder type="Solution::Folder">
      ...
   ...
   ...
    </folder>
   </folders>
</solution-category>


Viewing all Articles in a Folder

Below is the request to view all articles inside a folder named “Email Setup”

curl “http://{yourhelpdesk.freshdesk.com}/solution/categories/
{category_id}/folders/{id}.xml”

Below is the output for the above request:

<?xml version="1.0" encoding="UTF-8"?>
<solution-folder>
  <category-id type="integer">4</category-id>
  <created-at type="datetime">2011-03-16T16:37:59+05:30</created-at>
  <description>Mail configurations,Notifications etc</description>
  <id type="integer">7</id>
  <name>Email Setup</name>
  <updated-at type="datetime">2011-03-16T16:37:59+05:30</updated-at>
  <articles type="array">
    <article type="Solution::Article">
      <art-type type="integer">1</art-type>
      <created-at type="datetime">2011-03-16T19:23:28+05:30</created-at>
      <delta type="boolean">false</delta>
      <desc-un-html>Freshdesk Email Setup</desc-un-html>
      <description><p>Freshdesk Email Setup</p></description>
      <folder-id type="integer">7</folder-id>
      <id type="integer">2</id>
      <is-public type="boolean">true</is-public>
      <status type="integer">1</status>
      <thumbs-down type="integer">0</thumbs-down>
      <thumbs-up type="integer">0</thumbs-up>
      <title>Converting your Support Email to Freshdesk tickets</title>
      <updated-at type="datetime">2011-03-17T12:09:50+05:30</updated-at>
      <user-id type="integer">2</user-id>
    </article>
    <article>
  ...
  ...
  ...
 </article>
  </articles>
</solution-folder>


Viewing a Solution Article

Below is the request to view an article (id=5) inside a folder (id=7)

curl http://{yourhelpdesk.freshdesk.com}/solution/categories/{category_id}/
folders/{folder_id}/articles/{id}.xml

Below is the output for the above request:

<?xml version="1.0" encoding="UTF-8"?>
<solution-article>
  <art-type type="integer">1</art-type>
  <created-at type="datetime">2011-03-16T19:23:49+05:30</created-at>
  <delta type="boolean">false</delta>
  <desc-un-html>Using your own Email in Freshdesk</desc-un-html>
  <description><p>Using your own Email in Freshdesk</p></description>
  <folder-id type="integer">7</folder-id>
  <id type="integer">3</id>
  <is-public type="boolean">true</is-public>
  <status type="integer">1</status>
  <thumbs-down type="integer">0</thumbs-down>
  <thumbs-up type="icnteger">0</thumbs-up>
  <title>Using your own Email in Freshdesk</title>
  <updated-at type="datetime">2011-03-16T19:23:49+05:30</updated-at>
  <user-id type="integer">2</user-id>
  <folder>
   <category-id type="integer">4</category-id>
    <created-at type="datetime">2011-03-16T16:37:59+05:30</created-at>
    <description>Mail configurations,Notifications etc</description>
    <id type="integer">7</id>
    <name>Email Setup</name>
    <updated-at type="datetime">2011-03-16T16:37:59+05:30</updated-at>
  </folder>
</solution-article>


Adding a 'Thumbs Up'

Below request adds a 'thumbs up' count to the solution artlcle

curl -H "Content-Type: application/xml" \-d '' \-X PUT 
http://{<a href="http://support.freshdesk.com/login" target="_blank">
yourhelpdesk.freshdesk.com</a>}/support/articles/{id}/thumbs_up.xml


Adding a 'Thumbs Down'

Below request adds a 'thumbs up' count to the solution artlcle

curl -H "Content-Type: application/xml" \-d '' \-X PUT 
http://{<a href="http://support.freshdesk.com/login" target="_blank">
yourhelpdesk.freshdesk.com</a>}/support/articles/{id}/thumbs_down.xml