API Reference

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Each ticket has distinct properties e.g. status (open/closed e.t.c.), source (via Email/Forum e.t.c.). Below are the ticket properties which have fixed values:

Source Type

Email	1
Portal	2
Phone	3
Forum	4
Twitter	5
Facebook	6
Chat	7

Status

Open	2
Pending	3
Resolved	4
Closed	5

Priorities

Low	1
Medium	2
High	3
Urgent	4

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Below is a sample GET request for viewing all the tickets

curl -u {username}:{password} 
http://{yourhelpdesk.freshdesk.com}/helpdesk/tickets.xml

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Below is a sample GET request for reading all the tickets from a user

curl -u {username}:{password} 
http://{yourhelpdesk.freshdesk.com}/helpdesk/tickets/user_ticket.xml?email=
{yourcustomer@company.com}

Below is the sample output for the above request. Use the tables above to know the ticket properties e.g. below code has 2 which means that the ticket is created from a portal (from 'Source Type' table)

<helpdesk-tickets type="array">
  <helpdesk-ticket>
	<account-id type="integer">1</account-id>
	<cc-email type="yaml" nil="true"></cc-email>
	<created-at type="datetime">2011-03-29T12:17:01+05:30</created-at>
	<deleted type="boolean">false</deleted>
	<delta type="boolean">true</delta>
   <description>This is a sample ticket, feel free to delete it.</description>
	<display-id type="integer">1</display-id>
	<due-by type="datetime">2011-04-08T12:16:59+05:30</due-by>
	<email-config-id type="integer" nil="true"></email-config-id>
	<frDueBy type="datetime">2011-04-01T09:16:59+05:30</frDueBy>
	<fr-escalated type="boolean">false</fr-escalated>
   <group-id type="integer" nil="true"></group-id>
	<id type="integer">1</id>
	<isescalated type="boolean">false</isescalated>
	<owner-id type="integer" nil="true"></owner-id>
	<priority type="integer">1</priority>
	<requester-id type="integer">1</requester-id>
	<responder-id type="integer">1</responder-id>
   <source type="integer">2</source>
	<spam type="boolean">false</spam>
	<status type="integer">2</status>
	<subject>This is a sample ticket</subject>
	<ticket-type type="integer">Question</ticket-type>
	<to-email nil="true"></to-email>
   <trained type="boolean">false</trained>
	<updated-at type="datetime">2011-03-29T12:17:01+05:30</updated-at>
	<urgent type="boolean">false</urgent>
  </helpdesk-ticket>
</helpdesk-tickets>

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Below is a sample POST request for creating a ticket

curl -u {username}:{password} test -H "Content-Type: application/xml" -d 
“<helpdesk_ticket><description>{Disk failure problem}</description>
<email>{yourcustomer@customercompany.com}</email>
<custom_field><field_name>{value}</field_name></custom_field>
</helpdesk_ticket>" -X POST
http://{yourhelpdesk.freshdesk.com}/helpdesk/tickets.xml

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Below is a sample GET request for viewing all the Ticket Fields

curl -u {username}:{password} http://{yourhelpdesk.freshdesk.com}/ticket_fields.xml

Below is the sample request. For creating the new ticket you need to use name field

<helpdesk-ticket-fields>
.
.
.
<helpdesk-ticket-field>
	<active type="boolean">true</active>
	<created-at type="datetime">2011-11-12T00:42:04+05:30</created-at>
	<description/>
	<editable-in-portal type="boolean">true</editable-in-portal>
	<field-type>custom_number</field-type>
	<flexifield-def-entry-id type="integer">1</flexifield-def-entry-id>
	<id type="integer">11</id>
	<label>Api Number</label>
	<label-in-portal>Api Number</label-in-portal>
	<name>api_number_1</name>
	<position type="integer">10</position>
	<required type="boolean">false</required>
	<required-for-closure type="boolean">false</required-for-closure>
	<required-in-portal type="boolean">false</required-in-portal>
	<updated-at type="datetime">2011-11-12T00:42:05+05:30</updated-at>
	<visible-in-portal type="boolean">true</visible-in-portal>
	<choices></choices>
</helpdesk-ticket-field>
</helpdesk-ticket-fields>