Freshworks Developer Platform Docs

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onTicketCreate

When a new ticket is created in the Freshdesk system, the onTicketCreate event is triggered.

Subscribe to the onTicketCreate event and register the callback by using the following sample manifest.json content.

manifest.json

"events": {
  "onTicketCreate": {
    "handler": "onTicketCreateCallback"
  }
}

Define the corresponding callback by using the following sample server.js content:

server.js

exports = {
  onTicketCreateCallback: function(payload) {
    console.log("Logging arguments from onTicketCreate event: " + JSON.stringify(payload));
  }
}

Attributes of the data object

actorobject
Information pertaining to the system, agent, or requester who triggered the onTicketCreate event in the Freshdesk system.
- account_idinteger
  Identifier of the organization’s Freshdesk account, auto-generated when the account is configured.
- activeboolean
  Specifies whether the actor is active in the Freshdesk system.
  Possible values: true, false
- addressstring
  Residential address of the actor, as specified in the Freshdesk system. If the actor is the Freshdesk system, this value is null.
- blockedboolean
  Specifies whether the actor is blocked in the Freshdesk system, for exceeding the number of login attempts.
  Possible values: true, false
- blocked_atstring
  Timestamp of when the actor was blocked from accessing the Freshdesk system due to multiple failed login attempts, specified in the UTC format.
  If the actor is the Freshdesk system, this attribute value is null.
- citystring
  Name of the city where the actor is located.
  This attribute contains a non-null value only if the actor (type: agent) is an Account administrator who has subscribed for the Freshdesk plan by providing their credentials for billing.
- company_idstring
  Identifier of the company to which the actor belongs, auto-generated when a new company record is created in the Freshdesk system.
  For onCompanyCreate, this attribute value is null.
- countrystring
  Name of the country where the actor is located.
  This attribute contains a non-null value only if the actor (type: agent) is an Account administrator who has subscribed for the Freshdesk plan by providing their credentials for billing.
- created_atstring
  Timestamp of when the actor’s record was created in the Freshdesk system, specified in the UTC format.
  If the actor is the Freshdesk system, this value is null.
- current_login_atstring
  Timestamp of when the actor logged in to the Freshdesk system or Customer Support Portal to trigger the product event, specified in the UTC format.
- current_login_ipstring
  IP address from which the actor triggered the product event.
  If the actor is the Freshdesk system, this attribute value is null.
- customer_idstring
  Identifier of the end user/contact/requester who triggered the product event.
  Note:Any person using an organization’s Customer Support Portal is the end user. Any end user who raises a ticket in the Customer Support Portal is a requester. Any person whose contact information is stored in the Freshdesk system is a contact/customer.
  For onCompanyCreate, this attribute value is null. If the actor is an agent or the Freshdesk system, this attribute value is null.
- deletedboolean
  Specifies whether the actor was previously part of the Freshdesk system and the actor’s record was deleted from the Freshdesk system.
  This attribute is true, only for actors who are requestors using the Customer Support Portal and whose contact does not exist in the Freshdesk system.
  Possible values: true, false
- deleted_atstring
  Timestamp of when the actor’s record was deleted from the Freshdesk system, specified in the UTC format.
  This attribute contains a valid value, only for actors who are requesters using the Customer Support Portal and whose contact does not exist in the Freshdesk system.
- descriptionstring
  Meaningful description about the actor, specified when the actor information is created in the Freshdesk system.
  If the actor is an agent or the Freshdesk system, this attribute value is null.
- emailstring
  Email address of the actor.
  If the actor is the Freshdesk system, this attribute value is null.
- extnstring
  Work phone number extension of the actor.
- failed_login_countinteger
  Number of times the actor attempts to login and fails. Multiple, incorrect login attempts trigger the security protocol and lock the actor out of the Freshdesk account.
  If the actor is the Freshdesk system, this attribute value is null.
- fb_profile_idstring
  If an organization’s Freshdesk system is integrated with Facebook, when a post or comment with specific keywords is posted in Facebook, the post is converted into a ticket in the Freshdesk system. This conversion triggers certain product events.
  fb_profile_id is the identifier of the account whose post in Facebook triggered the product event.
- first_namestring
  Business name of the actor.
  If the actor is the Freshdesk system, this attribute value is null.
- helpdesk_agentboolean
  Specifies whether an agent triggered the product event.
  Possible values: true, false
- idinteger
  Identifier of the actor who triggered the product event.
  If the actor is an agent, the id value is the agent’s id that is auto-generated when the agent’s information is configured in the Freshdesk system.
  If the actor is a contact/end user/customer, the id value is the contact or user’s id that is auto-generated when the contact’s information is configured in the Freshdesk system.
  If the actor is the Freshdesk system, the id value is null.
- import_idstring
  Contacts’ records can be imported through a CSV file, in bulk, into the Freshdesk system. The import_id attribute is the identifier of the import task that creates the actor in the Freshdesk system.
  If the actor is an agent or the Freshdesk system, this attribute value is null.
- job_titlestring
  Designation of the actor in the actor’s organization or company.
  If the actor is the Freshdesk system, this attribute value is null.
- languagestring
  Primary language of the actor, in the ISO-639 code. If the actor is the Freshdesk system, this attribute value is null.
- last_login_atstring
  Timestamp of when the actor last logged in to the Freshdesk system or Customer Support Portal, specified in the UTC format.
- last_login_ipstring
  IP address of the actor’s previous login before the login that triggered the product event.
- last_namestring
  Surname of the actor.
  If the actor is the Freshdesk system, this attribute value is null.
- last_seen_atstring
  Timestamp of when the actor was last active in the Freshdesk system, specified in the UTC format.
- login_countinteger
  Number of successful logins to the Freshdesk system or Customer Support Portal.
- mobilestring
  Mobile phone number of the actor.
  If the actor is the Freshdesk system, this attribute value is null.
- namestring
  Full name of the actor.
  If the actor is the Freshdesk system, this attribute value is null.
- org_agent_idstring
  If the actor is an agent, this attribute value is the organization-level identifier of the agent.
  If the actor is an end user/contact or the Freshdesk system, this attribute value is null.
- org_contact_idstring
  If the actor is an end user/contact in the Freshdesk system, this attribute value is the organization-level identifier of the contact.
  If the actor is an agent or the Freshdesk system, this attribute value is null.
- other_company_idsarray of strings
  In the Freshdesk system, a contact can be associated with multiple companies. other_company_ids are the identifiers of all companies the contact is associated with.
  If the actor is an agent or the Freshdesk system, this attribute value is an empty array.
- other_emailsarray of strings
  Additional email addresses of the actor.
  If the actor is the Freshdesk system, this attribute value is null.
- parent_idinteger
  If the product event is triggered as a result of the actor raising a ticket in the freshdesk system, parent_id is the identifier of the parent ticket raised. Sub/child tickets can be created for a parent ticket, to increase an organization’s help desk performance.
- phonestring
  Official phone number of the actor.
  If the actor is the Freshdesk system, this attribute value is null.
- posts_countinteger
  Number of posts that the actor has published in the organization’s forum in the agent portal or Customer Support Portal.
  If the actor is the Freshdesk system, this value is null.
- preferencesobject
  Preferences of the agent when using the Freshdesk system and parameters that indicate the deletion status of an ex-agent who is now a user.
  agent_preferencesobject
  Preferences of the agent when using the Freshdesk system. If the actor is an end user/contact or the Freshdesk system, all child attribute values are null.
  falcon_uiboolean
  Specifies whether the agent is using an updated version of the Freshdesk user interface.
  Possible values: true, false
  field_serviceobject
  Preference of the agent to use the scheduling dashboard with real data.
  dismissed_sample_scheduling_dashboardboolean
  If true, specifies that the agent dismissed the sample scheduling dashboard and preferred to view real time data in the dashboard. Possible values: true, false
  focus_modeboolean
  Specifies whether the agent has enabled the focus mode in the agent’s profile settings, to queue tickets for fast resolution.
  Possible values: true, false
  notification_timestampstring
  Timestamp of when the actor received the last notification from the Freshdesk system. This attribute value is null, if the actor hasn’t received any notification from the system.
  search_settingsobject
  Search preferences of the agent, set my navigating to Search > Settings in the Freshdesk system.
  ticketsobject
  Search preferences set for tickets.
  include_attachment_namesboolean
  Specifies whether to look for the search keywords in the attachment file names, when searching for tickets.
  Possible values: true, false
  include_descriptionboolean
  Specifies whether to search for keywords in the ticket description.
  Possible values: true, false
  include_notesboolean
  Specifies whether to search for keywords in the notes and replies.
  Possible values: true, false
  include_other_propertiesboolean
  Specifies whether to search for keywords in ticket properties.
  Possible values: true, false
  include_subjectboolean
  Specifies whether to search for keywords in the ticket subject.
  Possible values: true, false
  shortcuts_enabledboolean
  Specifies whether the agent has enabled Keyboard shortcuts in the agent’s profile settings. These shortcuts can be used to perform repetitive tasks quickly.
  Possible values: true, false
  shortcuts_mappingarray of strings
  Keyboard shortcuts that the agent predominantly uses.
  undo_sendboolean
  Specifies whether the agent has enabled the Undo Send option. If this option is enabled, the agent can use the Undo Send button within 10 seconds of replying, to stop and recall the email that is sent accidentally.
  Possible values: true, false
  password_expiry_datestring
  Date by when the password set by the actor expires.
  user_preferencesobject
  Parameters that specify the deletion status of an actor who is disabled/deleted as an agent but is still in the Freshdesk system as an end user/contact.
  agent_deleted_foreverboolean
  Specifies whether the agent credentials of the user have been deleted permanently from the Freshdesk system.
  Possible values: true, false
  marked_for_hard_deleteboolean
  Specifies whether an agent has been marked for permanent deletion internally in the Freshdesk system. When a hard delete request comes in, the Freshdesk system marks the record for hard deletion, performs mandatory checks, and only then deletes the record.
  Possible values: true, false
  was_agentboolean
  If the actor is an end user/contact, was_agent specifies whether the actor was previously registered as an agent in the Freshdesk system.
  Possible values: true, false
- privilegesstring
  The roles associated with an agent determine the access privileges of the agent. If the actor is an agent, the privileges attribute value is a string identifying the set of privileges for the agent.
  If no role is specified, the default privileges of an Agent role is associated with the agent.
  If the actor is not an agent, this attribute value is null.
- sanitized_mobilestring
  Mobile phone number of the agent or end user/contact, verified and sanitized (formatted to a specific standard) when the agent or contact record is created in the Freshdesk system.
  If the actor is the Freshdesk system, this attribute value is null.
- sanitized_phonestring
  Verified and sanitized (formatted to a specific standard) official phone number of the agent or end user/contact.
  If the actor is the Freshdesk system, this attribute value is null.
- second_emailstring
  Secondary email address of the actor.
  If the actor is the Freshdesk system, this attribute value is null.
- statestring
  Name of the province where the actor is located.
  This attribute contains a non-null value only if the actor (type: agent) is an Account administrator who has subscribed for the Freshdesk plan by providing their credentials for billing.
- tagsarray of strings
  Keywords associated with a contact/end user/customer. The keywords help to filter a subset of contacts from all contacts in the system.
  If the actor is an agent or the Freshdesk system, this attribute value is an empty array.
- time_zonestring
  Time zone to which the actor belongs, in an easily consumable (RAILS timezone.name) format.
  If the actor is the Freshdesk system, this attribute value is null.
- timezonestring
  Time zone to which the actor belongs, in the Area/Location format.
  If the actor is the Freshdesk system, this attribute value is null.
- twitter_idstring
  Twitter ID of the actor.
  If the actor is an agent or the Freshdesk system, this attribute value is null.
- typestring
  Specifies if it is an agent, end user/contact/customer, or the Freshdesk system that triggered the product event.
  Possible values: agent, contact
- unique_external_idstring
  Contact’s identifier in an external system. This identifier helps to connect an end user/contact/customer in the Freshdesk system to the contact’s details in all other systems in the organization.
  If the actor is an agent or the Freshdesk system, this attribute value is null.
- updated_atstring
  Timestamp of when the actor’s record is last updated in the Freshdesk system, specified in the UTC format.
  If the actor is the Freshdesk system, this attribute value is null.
- user_rolestring
  If the actor is an end-user/contact, user_role contains a value that the Freshdesk system uses for internal purposes.
  If the actor is an agent or the Freshdesk system, this attribute value is null.
- visitor_idstring
  If an organization’s Freshdesk system is integrated with compatible social channels, when a post or comment with specific keywords is posted in the social channel, the post is converted into a ticket in the Freshdesk system. This conversion triggers certain product events.
  vistior_id is the identifier of the visitor whose post in a social channel triggered the product event.
- whitelistedboolean
  Specifies whether the domain from which the actor triggered the product event is whitelisted in the Freshdesk system.
  For more information, see domain whitelisting.
  If the actor is the Freshdesk system, this attribute value is false.
  Possible values: true, false
requesterobject
Information pertaining to the requester who raised the ticket in the Freshdesk system. Note:Any person using an organization’s Customer Support Portal is the end user. Any end user who raises a ticket in the Customer Support Portal is a requester.
- created_atstring
  Timestamp of when the requester object is created, specified in the UTC format.
- emailstring
  Email address of the requester.
- idinteger
  Identifier of the requester object, auto-generated when a new requester is added to the Freshdesk system.
- languagestring
  Primary language of the requester.
- mobilestring
  Mobile contact number of the requester.
- namestring
  Name of the requester.
- phonestring
  Telephone contact number of the requester.
ticketobject
Information pertaining to the ticket raised in the Freshdesk system. Submitting a ticket triggers the onTicketCreate event.
- account_idinteger
  Identifier of the Freshdesk account in which the ticket is created, auto-generated when the account is initially configured.
- agent_assigned_flagboolean
  Specifies whether a primary agent is assigned to the ticket created in the Freshdesk system.
  Possible values: true, false
- agent_reassigned_countinteger
  Number of times the agent assigned to the ticket is modified. For onTicketCreate, this attribute value is null.
- agent_reassigned_flagboolean
  Specifies whether the initial agent assigned to the ticket is modified. Possible values: true, false
  For onTicketCreate, this attribute value is null.
- agent_reply_countinteger
  Count of the number of replies an agent sends for the ticket. For onTicketCreate, this attribute value is null.
- agent_responded_atstring
  Timestamp of when the agent responded to the ticket, specified in the UTC format.
  For onTicketCreate, this attribute value is null.
- archiveboolean
  Specifies whether the ticket is archived in the Freshdesk system.
  Note:By default, closed tickets that are inactive for 120 days are archived. For onTicketCreate, this attribute value is false. Possible values: true, false
- assigned_atstring
  Timestamp of when an agent, who is currently working on the ticket, is assigned to the ticket, specified in the UTC format.
  For onTicketCreate, the value of ticket.first_assigned_at is the same as ticket.assigned_at.
- associatesobject
  Tickets can be associated with each other through a parent-child or tracker-linked/related relationship.
  associates is the identifier of the ticket’s type in an association.
  idinteger
  Numeric identifier of the ticket’s type.
  Possible values: 1 (parent ticket), 2 (child ticket), 3 (tracker ticket), 4 (related ticket)
  typestring
  Meaningful identifier of the ticket’s type.
  Possible values: assoc_parent, child, tracker, related
- associates_rdbinteger
  ticket.id value, if the ticket created or updated is part of an association.
  For onTicketCreate and unassociated tickets, this attribute value is null.
- attachment_idsarray of integers
  Identifiers of the attachments associated with the ticket, specified as an array.
- attachmentsarray of object
  Details of the documents attached to the ticket.
  attachment_urlstring
  Link to the location from where the attached document can be retrieved.
  content_typestring
  Format of the attached document. For example, image/jpeg.
  created_atstring
  Timestamp of when the attached document is stored, specified in the UTC format.
  file_sizeinteger
  Size of the attached document.
  idinteger
  Identifier of the attachment object, auto-generated when the attached document is stored.
  namestring
  Name of the attached document specified in the . format.
  updated_atstring
  Timestamp of when the attached document is last updated, specified in the UTC format.
- bcc_emailsarray of strings
  Additional email addresses added in the bcc field of an email that the agent sends as a response to the ticket.
  For onTicketCreate, this attribute value is null.
- cc_emailsarray of strings
  Additional email addresses that are copied when the ticket is created with email as the source.
  For tickets created through other channels, this attribute value is null.
- closed_atstring
  Timestamp of when the ticket is closed, specified in the UTC format.
  For onTicketCreate, this attribute value is null.
- company_idinteger
  Any person whose contact information is stored in the Freshdesk system is a contact/customer. company_id is the identifier of the company to which the contact belongs.
  When a new company is created in the Freshdesk system, the corresponding company_id value is auto-generated.
- created_atstring
  Timestamp of when the ticket is created in the Freshdesk system, specified in the UTC format.
- custom_fieldsobject
  To obtain additional ticket information, custom fields could be configured in the Freshdesk system.
  The custom_fields attribute contains the custom field names and corresponding values, as a valid JSON object of key (custom field name)-value (custom field’s value) pairs.
- customer_reply_countinteger
  Count of the number of replies a customer sends for the ticket. For onTicketCreate, this attribute value is null.
- deletedboolean
  Specifies whether the ticket is deleted from the freshdesk system. .
  Possible values: true, false
  For onTicketCreate, this attribute value is false.
- descriptionstring
  Summary of the issue raised in the ticket, in HTML format. The value is truncated if the size exceeds 10KB.
- description_textstring
  Summary of the issue raised in the ticket, in plain text format. The value is truncated if the size exceeds 10KB.
- due_bystring
  Timestamp of when the ticket is to be resolved, specified in the UTC format.
- email_config_idinteger
  Identifier of the customized email address, which is configured to automatically create a new ticket from the email received to the support email.
- first_assign_agent_idinteger
  Identifier of the agent assigned initially to the ticket created in the Freshdesk system.
- first_assign_by_bhrsinteger
  Number of business hours within which an agent is assigned to the ticket created in the Freshdesk system.
- first_assign_group_idinteger
  Identifier of the group, to which the ticket is initially assigned.
- first_assigned_atinteger
  Timestamp of when an agent is initially assigned to the ticket, specified in the UTC format.
- first_response_agent_idinteger
  Identifier of the agent who sent the first response to the ticket created in the Freshdesk system. For onTicketCreate, this attribute value is null.
- first_response_by_bhrsinteger
  Time taken, during business hours, for the ticket to receive the first response.
- first_response_group_idinteger
  Identifier of the group from which the first response is sent. For onTicketCreate, this attribute value is null.
- first_response_idinteger
  Identifier of the first response sent by an agent to the ticket created in the Freshdesk system. For onTicketCreate, this attribute value is null.
- first_response_timestring
  Time taken for the ticket to receive the first response, specified in hours.
  For onTicketCreate, this attribute value is null.
- fr_due_bystring
  Timestamp of when the first response is due for the ticket, specified in the UTC format.
- fr_escalatedboolean
  Specifies whether the ticket has been escalated for delay in sending the first response. Possible values: true, false
- fwd_emailsarray of strings
  Additional email addresses that an agent adds when forwarding a ticket.
- group_assigned_flagboolean
  Specifies whether an initial group is assigned to the ticket. Possible values: true, false
- group_idinteger
  Identifier of the group object, auto-generated when a new group is created in the Freshdesk system.
  The value of ticket.group_id identifies the group to which the ticket is associated.
- group_reassigned_countinteger
  Number of times the group assigned to the ticket is modified. For onTicketCreate, this attribute value is null.
- group_reassigned_flagboolean
  Specifies whether the group assigned to the ticket is modified. Possible values: true, false
  For onTicketCreate, this attribute value is null.
- group_usersarray of integers
  Identifiers of the agents associated with a group created in the Freshdesk system, specified as an array.
- group_users_uid_listarray of integers
  Organization-level identifiers of all agents in the group to which the ticket is assigned, specified as an array.
- idinteger
  Identifier of the ticket object, auto-generated when a ticket is created in the Freshdesk system.
- import_idinteger
  Identifier of the ticket in an external system.
- inbound_countinteger
  Multiple tickets can be created for an issue, if the issue is raised through various inbound channels.
  Eventually these tickets can be merged. For a merged ticket, inbound_count specifies the number of channels through which the issue was raised. For unmerged tickets and onTicketCreate, this attribute value is 1.
- internal_agent_assigned_flagboolean
  Specifies whether an internal agent shares ownership of the ticket created in the Freshdesk system. Possible values: true, false
- internal_agent_first_assign_in_bhrsinteger
  Number of business hours within which an internal agent is initially assigned to the ticket.
- internal_agent_idinteger
  Identifier of the internal agent to whom the ticket is assigned.
  Freshdesk supports shared ownership of tickets between a primary agent assigned to the ticket, identified by ticket.responder_id and an internal agent associated with a different team or group. For more information, see Enabling Shared Owenership.
- internal_agent_reassigned_flagboolean
  Specifies whether the internal agent assigned to the ticket is modified. Possible values: true, false
  For onTicketCreate, this attribute value is null.
- internal_agent_uidstring
  Organization-level identifier of the internal agent assigned to the ticket created in the Freshdesk system.
- internal_group_assigned_flagboolean
  Specifies whether an internal group shares ownership of the ticket. Possible values: true, false
- internal_group_idinteger
  Identifier of the internal group to which the ticket is assigned, if shared ownership is enabled. Custom ticket statuses can be mapped to groups configured in the Freshdesk system. When the status of a ticket is modified to a custom status, the ticket is automatically assigned to the associated internal group. For more information, see Enabling Shared Owenership.
- internal_group_reassigned_flagboolean
  Specifies whether the internal group assigned to the ticket is modified. Possible values: true, false
  For onTicketCreate, this attribute value is null.
- is_description_text_truncatedboolean
  Specifies whether the value of ticket.description_text is truncated.
  Possible values: true, false
- is_description_truncatedboolean
  Specifies whether the value of ticket.description is truncated.
  Possible values: true, false
- is_escalatedinteger
  Specifies whether the ticket is escalated for any reason.
  Possible values: true, false
- last_resolved_atstring
  Timestamp of when the ticket was last resolved, specified in the UTC format.
  For onTicketCreate, this attribute value is null.
- model_idinteger
  Identifier of the ticket record that contains all information (information stored when the ticket is created and additional information) pertaining to the ticket.
- next_response_remindedboolean
  Specifies whether the agent assigned to the ticket is notified when the next response is due, through an email or desktop notification.
  Possible values: true, false For onTicketCreate, this attribute value is false.
- nr_due_bystring
  Timestamp of when the next response is due for the ticket, specified in the UTC format.
- nr_escalatedboolean
  Specifies whether the ticket has been escalated for delay in sending a response.
  Possible values: true, false For onTicketCreate, this attribute value is false.
- on_state_timeinteger
  Time spent on the ticket when it is in the status identified by ticket.status.
  Based on the SLA policy associated with a ticket, the SLA timer monitors the time an agent spends on each status.
- outbound_emailboolean
  Specifies whether the ticket source is an outbound email sent to the customer from the Freshdesk system. Note:By default, the status of a ticket created with an outbound email as the source is Closed. On receiving a response from the customer, the ticket.status value is modified to 2. Possible values: true, false
- parent_idinteger
  Identifier of the parent ticket, if the ticket created or updated is a child ticket.
  For onTicketCreate, parent ticket, unassociated tickets, and tickets with tracker-linked association, this attribute value is null.
- priorityinteger
  Priority assigned to the ticket. Possible values:
  1: Low priority
  2: Medium priority
  3: High priority
  4: Urgent
- private_note_countinteger
  Count of the private notes associated with the ticket. For onTicketCreate, this attribute value is null.
- product_idinteger
  Identifier of the product to which the ticket is associated, if an organization has configured multiple products. When a new product is added, the corresponding product_id value is auto-generated.
- public_note_countinteger
  Count of the public notes associated with the ticket in the Freshdesk system. For onTicketCreate, this attribute value is null.
- reopened_countinteger
  Number of times the ticket is reopened. For onTicketCreate, this attribute value is null.
- reply_cc_emailsarray of strings
  Additional email addresses that an agent adds when replying to a ticket.
- requester_idinteger
  Identifier of the requester who created the ticket. Note:Any person using an organization’s Customer Support Portal is the end user. Any end user who raises a ticket in the Customer Support Portal is a requester.
- requester_responded_atstring
  Timestamp of when the requester responded to the ticket, specified in the UTC format.
  For onTicketCreate, this attribute value is null.
- resolution_escalation_levelinteger
  Based on the escalation rules defined in the SLA policy, when an agent fails to resolve the ticket in due time, email and desktop notifications are sent to the people specified in the SLA policy.
  resolution_escalation_level is the level to which the SLA policy violation is escalated. Note:Maximum of 4 levels of escalation could be defined in the SLA policy. For onTicketCreate, this attribute value is null.
- resolution_remindedboolean
  Specifies whether the agent assigned to the ticket is notified when the ticket is due for resolution, through an email or desktop notification.
  Possible values: true, false For onTicketCreate, this attribute value is false.
- resolved_atstring
  Timestamp of when the ticket is resolved for the first time, specified in the UTC format. A ticket can be reopened multiple times before a final resolution.
  For onTicketCreate, this attribute value is null.
- responder_idinteger
  Identifier of the agent to whom the ticket is assigned.
- responder_uidstring
  Organization-level identifier of the agent to whom the ticket is assigned.
- response_remindedboolean
  Specifies whether the agent assigned to the ticket is notified when a response is due, through an email or desktop notification.
  Possible values: true, false For onTicketCreate, this attribute value is false.
- skill_idarray of integers
  Identifiers of the skills mapped to the conditions that the ticket meets. When a new skill is created in the Freshdesk system, a skill_id value is auto-generated and assigned to the skill.
- sla_policy_idinteger
  Identifier of the service-level agreement (SLA) policy associated with the ticket created in the Freshdesk system.
  An SLA policy is defined based on the priority of the ticket and it determines the time within which the agent assigned is expected to respond and resolve the ticket. For more information, see Understanding SLA Policies.
- sourceinteger
  Identifies the channel through which the ticket is created. The default channels in Freshdesk and the corresponding ticket.source values are,
  1: Email
  2: Portal
  3: Phone
  4: Forum
  5: Twitter
  6: Facebook
  7: Chat widget in the Freshdesk system.
  9: Feedback widget in the Freshdesk system.
  10: Outbound email sent by an agent to the customer.
  11: E-commerce
  In addition to the default sources defined in the Freshdesk system, new channels can be added.
- source_additional_infoobject
  Additional information pertaining to the source that triggered the ticket event.
  emailobject
  Details pertaining to the email response that triggered the ticket event.
  received_atstring
  Timestamp indicating when the response was created in the Freshdesk system.
- source_infointeger
  Identifier for a specific source of the ticket.
  
  It’s an integer that points to a backend record containing detailed source information, for example, an exact email address if the ticket was created via email. This attribute can be used to configure ticket actions such as filters, automations, and SLAs based on the identifier.
  Note:
  This attribute is null when,
  The ticket is from an unsupported source. Currently, it is supported only for Web Chat and Web Form.
  The feature is not enabled for your Freshdesk account.
- spamboolean
  Specifies whether the ticket is spam.
  Possible values: true, false
  For onTicketCreate, this attribute value is null.
- statusinteger
  Status of the ticket in the Freshdesk system. The default statuses in Freshdesk and the corresponding ticket.status values are,
  2: Open
  3: Pending
  4: Resolved
  5: Closed
  New statuses can be added in Freshdesk. When a new status is added, a corresponding numeric identifier is auto-generated. By default, for onTicketCreate, the value of ticket.status is 2.
- status_deletedboolean
  Specifies whether the status corresponding to the ticket is deleted from the Freshdesk system. Note:Default statuses in the Freshdesk system cannot be deleted.
  Possible values: true, false
  For onTicketCreate, this attribute value is false.
- status_stop_sla_timerboolean
  Specifies whether the SLA timer is stopped for the current ticket.status.
  Possible values: true, false
- subjectstring
  Subject of the ticket created in the Freshdesk system.
- support_emailstring
  Support email address configured in the Freshdesk system through which the ticket is received.
  For tickets created through channels other than email, this attribute value is null.
- tagsarray of strings
  Keywords associated with the ticket.
- time_to_resolution_in_bhrsinteger
  Time within which a ticket created in the Freshdesk system should be resolved, during business hours.
- time_to_resolution_in_chrsinteger
  Time within which a ticket created in the Freshdesk system should be resolved, regardless of the business hours.
- tkt_ccarray of strings
  Additional email addresses added in the cc field of an email that the agent sends as a response to the ticket.
  For onTicketCreate, this attribute value is null.
- to_emailsarray of strings
  Additional email addresses that are copied when the ticket is created with email as the source.
  For tickets created through other channels, this attribute value is null.
- trainedboolean
  Specifies whether Automatic ticket assignment > Load balanced ticket assignment is configured for the group to which the ticket is assigned.
  Possible values: true, false
  For onTicketCreate, this attribute value is false.
- tweet_idstring
  Identifier of the tweet which was converted to a ticket in the Freshdesk system.
- typestring
  Category of issue the ticket is addressing. For example, Feature request, Refund, and so on.
- updated_atstring
  Timestamp of when the ticket details are last updated in the Freshdesk system, specified in the UTC format.
  For onTicketCreate, this attribute value is the same as the created_at value.
- urgentboolean
  Specifies whether the priority of the ticket created is urgent (value of ticket.priority is 4).
  Possible values: true, false
- watchersarray of integers
  Identifiers of the agents watching the ticket, specified as an array.
- watchers_uid_listarray of integers
  Organization-level identifier of the agents watching the ticket, specified as an array.

Sample payload

{
  "account_id": "11010177632",
  "data": {
    "actor": {
      "account_id": 13,
      "active": true,
      "address": "Baker street, London.",
      "blocked": false,
      "blocked_at": "2022-10-20T14:45:48Z",
      "city": "chennai",
      "company_id": null,
      "country": "India",
      "created_at": "2020-11-10T05:21:53Z",
      "current_login_at": "2021-11-05T12:43:09Z",
      "current_login_ip": "100.25.62.61",
      "customer_id": null,
      "deleted": false,
      "deleted_at": "2022-10-20T09:35:23Z",
      "delta": true,
      "description": "Developer Websites - Freshdesk",
      "email": "minerva.test@example.com",
      "external_id": 21,
      "extn": 123,
      "failed_login_count": 0,
      "fb_profile_id": "2342",
      "first_name": "Minerva",
      "helpdesk_agent": true,
      "id": 48,
      "import_id": 1058,
      "job_title": "Seller",
      "language": "en",
      "last_login_at": "2021-11-05T12:42:56Z",
      "last_login_ip": "13.234.188.229",
      "last_name": "tree",
      "last_seen_at": "2022-09-19T10:45:48Z",
      "login_count": 1371,
      "mobile": "3908343254",
      "name": "Minerva",
      "org_agent_id": "246574923996993384",
      "org_contact_id": null,
      "other_company_ids": [],
      "other_emails": [],
      "parent_id": 0,
      "phone": "0987654321",
      "posts_count": 0,
      "preferences": {
        "agent_preferences": {
          "falcon_ui": false,
            "field_service": {
              "dismissed_sample_scheduling_dashboard": false
            },
          "focus_mode": true,
          "notification_timestamp": "2022-01-03T13:32:24Z",
          "search_settings": {
            "tickets": {
              "include_attachment_names": true,
              "include_description": true,
              "include_notes": true,
              "include_other_properties": true,
              "include_subject": true
            }
          },
          "shortcuts_enabled": true,
          "shortcuts_mapping": [],
          "show_loyalty_upgrade": false,
          "show_monthly_to_annual_notification": true,
          "show_onBoarding": true,
          "undo_send": false
        },
        "password_expiry_date": "2120-10-17 05:21:53 UTC",
        "user_preferences": {
          "agent_deleted_forever": false,
          "marked_for_hard_delete": false,
          "was_agent": false
        }
      },
      "privileges": "1932488977107057189806079",
      "sanitized_mobile": "911234567890",
      "sanitized_phone": "0987654321",
      "second_email": "helena.test@example.com",
      "state": "Tamilnadu",
      "tags": [],
      "time_zone": "Eastern Time (US & Canada)",
      "timezone": "America/New_York",
      "twitter_id": "test_1234",
      "type": "agent",
      "unique_external_id": "12345",
      "updated_at": "2020-11-11T10:02:35Z",
      "user_role": null,
      "visitor_id": null,
      "whitelisted": false
    },
    "requester": {
      "created_at": "2021-11-05T12:45:13Z",
      "email": "rachel.test@example.com",
      "id": 48014615863,
      "language": "en",
      "mobile": "3545643254",
      "name": "Rachel",
      "phone": "9876523315"
     },
    "ticket": {
      "account_id": 13,
      "agent_assigned_flag": true,
      "agent_reassigned_count": null,
      "agent_reassigned_flag": null,
      "agent_reply_count": null,
      "agent_responded_at": null,
      "archive": false,
      "assigned_at": "2021-11-05T12:45:13Z",
      "associates": null,
      "associates_rdb": null,
      "attachment_ids": [],
      "attachments": [
        {
          "attachment_url": "https://example/sample.jpg",
          "content_type": "image/jpeg",
          "created_at": "2016-12-22T09:37:47Z",
          "file_size": 78942,
          "id": 9019290053,
          "name": "sample.jpg",
          "updated_at": "2016-12-22T09:37:47Z"
       }
      ],
      "bcc_emails": [],
      "cc_emails": [
        "diana.test@example.com",
        "ram.test@example.com"
      ],
      "closed_at": null,
      "company_id": 2,
      "created_at": "2021-11-05T12:45:13Z",
      "custom_fields": {
        "cf_aefds_11010177632": "category 1",
        "cf_check_test_11010177632": true,
        "cf_pick_list_test_11010177632": "option 1",
        "cf_sda_11010177632": "subcategory 1"
      },
      "customer_reply_count": null,
      "deleted": false,
      "description": "<div style=\"font-family:-apple-system, BlinkMacSystemFont, sans-serif; font-size:14px\"><div dir=\"ltr\">adsf</div></div>",
      "description_text": "Some details on the issue ...",
      "due_by": "2021-11-10T13:45:13Z",
      "email_config_id": 9999,
      "first_assign_agent_id": 48,
      "first_assign_by_bhrs": 0,
      "first_assign_group_id": 23793,
      "first_assigned_at": "2021-11-05T12:45:13Z",
      "first_response_agent_id": null,
      "first_response_by_bhrs": null,
      "first_response_group_id": null,
      "first_response_id": null,
      "first_response_time": null,
      "fr_due_by": "2021-11-08T13:45:13Z",
      "fr_escalated": false,
      "fwd_emails": [
        "diana.test@example.com",
        "ram.test@example.com"
      ],
      "group_assigned_flag": true,
      "group_id": 106108,
      "group_reassigned_count": null,
      "group_reassigned_flag": null,
      "group_users": [],
      "group_users_uid_list": [],
      "id": 165,
      "import_id": 1004,
      "inbound_count": 1,
      "internal_agent_assigned_flag": true,
      "internal_agent_first_assign_in_bhrs": 0,
      "internal_agent_id": 71760,
      "internal_agent_reassigned_flag": null,
      "internal_agent_uid": null,
      "internal_group_assigned_flag": true,
      "internal_group_id": 23793,
      "internal_group_reassigned_flag": null,
      "is_description_text_truncated": false,
      "is_description_truncated": false,
      "is_escalated": false,
      "last_resolved_at": null,
      "model_id": 28939101,
      "next_response_reminded": false,
      "nr_due_by": null,
      "nr_escalated": null,
      "on_state_time": 100,
      "outbound_email": false,
      "parent_id": null,
      "priority": 1,
      "private_note_count": null,
      "product_id": 1,
      "public_note_count": null,
      "reopened_count": null,
      "reply_cc_emails": [
        "diana.test@example.com",
        "ram.test@example.com"
      ],
      "requester_id": 48014615863,
      "requester_responded_at": null,
      "resolution_escalation_level": null,
      "resolution_reminded": false,
      "resolved_at": null,
      "responder_id": 48,
      "responder_uid": "246574923996993384",
      "response_reminded": false,
      "skill_id": [
        3
      ],
      "sla_policy_id": 1000000403489,
      "source": 3,
      "source_additional_info": {
        "email": {
           "received_at": null
        }
      },
      "source_info": 1001,
      "spam": false,
      "status": 2,
      "status_deleted": false,
      "status_stop_sla_timer": false,
      "subject": "Support Needed...",
      "support_email": "ram.test@example.com",
      "tags": [
        "marketing",
        "sales"
      ],
      "time_to_resolution_in_bhrs": 0,
      "time_to_resolution_in_chrs": 26,
      "tkt_cc": [],
      "to_emails": [
        "diana.test@example.com",
        "ram.test@example.com"
      ],
      "trained": false,
      "tweet_id": 12346,
      "type": "priority",
      "updated_at": "2021-11-05T12:45:13Z",
      "urgent": false,
      "watchers": [],
      "watchers_uid_list": []
    }
  },
  "domain": "sample.freshdesk.com",
  "event": "onTicketCreate",
  "region": "US",
  "timestamp": 1636116313.9754386
}

onTicketUpdate

The onTicketUpdate event is triggered in the Freshdesk system when,

The status, priority, type, or source of the ticket is modified.
The agent or group associated with the ticket is modified.
The ticket is marked as spam.
The ticket is escalated for any reason.

Subscribe to the onTicketUpdate event and register the callback by using the following sample manifest.json content.

manifest.json

"events": {
  "onTicketUpdate": {
    "handler": "onTicketUpdateCallback"
  }
}

Define the corresponding callback by using the following sample server.js content:

server.js

exports = {
  onTicketUpdateCallback: function(payload) {
    console.log("Logging arguments from onTicketUpdate event: " + JSON.stringify(payload));
  }
}

Notes:

The onTicketUpdate event is not triggered when:
- The tags associated with the ticket are modified.
- The custom fields configured for a ticket in the Freshdesk system are modified.
When the agent assigned to the ticket replies or adds a note, the onConversationCreate event is triggered instead of the onTicketUpdate event.

Attributes of the data object

actorobject
Information pertaining to the system, agent, or requester who triggered the onTicketUpdate event in the Freshdesk system.
- account_idinteger
  Identifier of the organization’s Freshdesk account, auto-generated when the account is configured.
- activeboolean
  Specifies whether the actor is active in the Freshdesk system.
  Possible values: true, false
- addressstring
  Residential address of the actor, as specified in the Freshdesk system. If the actor is the Freshdesk system, this value is null.
- blockedboolean
  Specifies whether the actor is blocked in the Freshdesk system, for exceeding the number of login attempts.
  Possible values: true, false
- blocked_atstring
  Timestamp of when the actor was blocked from accessing the Freshdesk system due to multiple failed login attempts, specified in the UTC format.
  If the actor is the Freshdesk system, this attribute value is null.
- citystring
  Name of the city where the actor is located.
  This attribute contains a non-null value only if the actor (type: agent) is an Account administrator who has subscribed for the Freshdesk plan by providing their credentials for billing.
- company_idstring
  Identifier of the company to which the actor belongs, auto-generated when a new company record is created in the Freshdesk system.
  For onCompanyCreate, this attribute value is null.
- countrystring
  Name of the country where the actor is located.
  This attribute contains a non-null value only if the actor (type: agent) is an Account administrator who has subscribed for the Freshdesk plan by providing their credentials for billing.
- created_atstring
  Timestamp of when the actor’s record was created in the Freshdesk system, specified in the UTC format.
  If the actor is the Freshdesk system, this value is null.
- current_login_atstring
  Timestamp of when the actor logged in to the Freshdesk system or Customer Support Portal to trigger the product event, specified in the UTC format.
- current_login_ipstring
  IP address from which the actor triggered the product event.
  If the actor is the Freshdesk system, this attribute value is null.
- customer_idstring
  Identifier of the end user/contact/requester who triggered the product event.
  Note:Any person using an organization’s Customer Support Portal is the end user. Any end user who raises a ticket in the Customer Support Portal is a requester. Any person whose contact information is stored in the Freshdesk system is a contact/customer.
  For onCompanyCreate, this attribute value is null. If the actor is an agent or the Freshdesk system, this attribute value is null.
- deletedboolean
  Specifies whether the actor was previously part of the Freshdesk system and the actor’s record was deleted from the Freshdesk system.
  This attribute is true, only for actors who are requestors using the Customer Support Portal and whose contact does not exist in the Freshdesk system.
  Possible values: true, false
- deleted_atstring
  Timestamp of when the actor’s record was deleted from the Freshdesk system, specified in the UTC format.
  This attribute contains a valid value, only for actors who are requesters using the Customer Support Portal and whose contact does not exist in the Freshdesk system.
- descriptionstring
  Meaningful description about the actor, specified when the actor information is created in the Freshdesk system.
  If the actor is an agent or the Freshdesk system, this attribute value is null.
- emailstring
  Email address of the actor.
  If the actor is the Freshdesk system, this attribute value is null.
- extnstring
  Work phone number extension of the actor.
- failed_login_countinteger
  Number of times the actor attempts to login and fails. Multiple, incorrect login attempts trigger the security protocol and lock the actor out of the Freshdesk account.
  If the actor is the Freshdesk system, this attribute value is null.
- fb_profile_idstring
  If an organization’s Freshdesk system is integrated with Facebook, when a post or comment with specific keywords is posted in Facebook, the post is converted into a ticket in the Freshdesk system. This conversion triggers certain product events.
  fb_profile_id is the identifier of the account whose post in Facebook triggered the product event.
- first_namestring
  Business name of the actor.
  If the actor is the Freshdesk system, this attribute value is null.
- helpdesk_agentboolean
  Specifies whether an agent triggered the product event.
  Possible values: true, false
- idinteger
  Identifier of the actor who triggered the product event.
  If the actor is an agent, the id value is the agent’s id that is auto-generated when the agent’s information is configured in the Freshdesk system.
  If the actor is a contact/end user/customer, the id value is the contact or user’s id that is auto-generated when the contact’s information is configured in the Freshdesk system.
  If the actor is the Freshdesk system, the id value is null.
- import_idstring
  Contacts’ records can be imported through a CSV file, in bulk, into the Freshdesk system. The import_id attribute is the identifier of the import task that creates the actor in the Freshdesk system.
  If the actor is an agent or the Freshdesk system, this attribute value is null.
- job_titlestring
  Designation of the actor in the actor’s organization or company.
  If the actor is the Freshdesk system, this attribute value is null.
- languagestring
  Primary language of the actor, in the ISO-639 code. If the actor is the Freshdesk system, this attribute value is null.
- last_login_atstring
  Timestamp of when the actor last logged in to the Freshdesk system or Customer Support Portal, specified in the UTC format.
- last_login_ipstring
  IP address of the actor’s previous login before the login that triggered the product event.
- last_namestring
  Surname of the actor.
  If the actor is the Freshdesk system, this attribute value is null.
- last_seen_atstring
  Timestamp of when the actor was last active in the Freshdesk system, specified in the UTC format.
- login_countinteger
  Number of successful logins to the Freshdesk system or Customer Support Portal.
- mobilestring
  Mobile phone number of the actor.
  If the actor is the Freshdesk system, this attribute value is null.
- namestring
  Full name of the actor.
  If the actor is the Freshdesk system, this attribute value is null.
- org_agent_idstring
  If the actor is an agent, this attribute value is the organization-level identifier of the agent.
  If the actor is an end user/contact or the Freshdesk system, this attribute value is null.
- org_contact_idstring
  If the actor is an end user/contact in the Freshdesk system, this attribute value is the organization-level identifier of the contact.
  If the actor is an agent or the Freshdesk system, this attribute value is null.
- other_company_idsarray of strings
  In the Freshdesk system, a contact can be associated with multiple companies. other_company_ids are the identifiers of all companies the contact is associated with.
  If the actor is an agent or the Freshdesk system, this attribute value is an empty array.
- other_emailsarray of strings
  Additional email addresses of the actor.
  If the actor is the Freshdesk system, this attribute value is null.
- parent_idinteger
  If the product event is triggered as a result of the actor raising a ticket in the freshdesk system, parent_id is the identifier of the parent ticket raised. Sub/child tickets can be created for a parent ticket, to increase an organization’s help desk performance.
- phonestring
  Official phone number of the actor.
  If the actor is the Freshdesk system, this attribute value is null.
- posts_countinteger
  Number of posts that the actor has published in the organization’s forum in the agent portal or Customer Support Portal.
  If the actor is the Freshdesk system, this value is null.
- preferencesobject
  Preferences of the agent when using the Freshdesk system and parameters that indicate the deletion status of an ex-agent who is now a user.
  agent_preferencesobject
  Preferences of the agent when using the Freshdesk system. If the actor is an end user/contact or the Freshdesk system, all child attribute values are null.
  falcon_uiboolean
  Specifies whether the agent is using an updated version of the Freshdesk user interface.
  Possible values: true, false
  field_serviceobject
  Preference of the agent to use the scheduling dashboard with real data.
  dismissed_sample_scheduling_dashboardboolean
  If true, specifies that the agent dismissed the sample scheduling dashboard and preferred to view real time data in the dashboard. Possible values: true, false
  focus_modeboolean
  Specifies whether the agent has enabled the focus mode in the agent’s profile settings, to queue tickets for fast resolution.
  Possible values: true, false
  notification_timestampstring
  Timestamp of when the actor received the last notification from the Freshdesk system. This attribute value is null, if the actor hasn’t received any notification from the system.
  search_settingsobject
  Search preferences of the agent, set my navigating to Search > Settings in the Freshdesk system.
  ticketsobject
  Search preferences set for tickets.
  include_attachment_namesboolean
  Specifies whether to look for the search keywords in the attachment file names, when searching for tickets.
  Possible values: true, false
  include_descriptionboolean
  Specifies whether to search for keywords in the ticket description.
  Possible values: true, false
  include_notesboolean
  Specifies whether to search for keywords in the notes and replies.
  Possible values: true, false
  include_other_propertiesboolean
  Specifies whether to search for keywords in ticket properties.
  Possible values: true, false
  include_subjectboolean
  Specifies whether to search for keywords in the ticket subject.
  Possible values: true, false
  shortcuts_enabledboolean
  Specifies whether the agent has enabled Keyboard shortcuts in the agent’s profile settings. These shortcuts can be used to perform repetitive tasks quickly.
  Possible values: true, false
  shortcuts_mappingarray of strings
  Keyboard shortcuts that the agent predominantly uses.
  undo_sendboolean
  Specifies whether the agent has enabled the Undo Send option. If this option is enabled, the agent can use the Undo Send button within 10 seconds of replying, to stop and recall the email that is sent accidentally.
  Possible values: true, false
  password_expiry_datestring
  Date by when the password set by the actor expires.
  user_preferencesobject
  Parameters that specify the deletion status of an actor who is disabled/deleted as an agent but is still in the Freshdesk system as an end user/contact.
  agent_deleted_foreverboolean
  Specifies whether the agent credentials of the user have been deleted permanently from the Freshdesk system.
  Possible values: true, false
  marked_for_hard_deleteboolean
  Specifies whether an agent has been marked for permanent deletion internally in the Freshdesk system. When a hard delete request comes in, the Freshdesk system marks the record for hard deletion, performs mandatory checks, and only then deletes the record.
  Possible values: true, false
  was_agentboolean
  If the actor is an end user/contact, was_agent specifies whether the actor was previously registered as an agent in the Freshdesk system.
  Possible values: true, false
- privilegesstring
  The roles associated with an agent determine the access privileges of the agent. If the actor is an agent, the privileges attribute value is a string identifying the set of privileges for the agent.
  If no role is specified, the default privileges of an Agent role is associated with the agent.
  If the actor is not an agent, this attribute value is null.
- sanitized_mobilestring
  Mobile phone number of the agent or end user/contact, verified and sanitized (formatted to a specific standard) when the agent or contact record is created in the Freshdesk system.
  If the actor is the Freshdesk system, this attribute value is null.
- sanitized_phonestring
  Verified and sanitized (formatted to a specific standard) official phone number of the agent or end user/contact.
  If the actor is the Freshdesk system, this attribute value is null.
- second_emailstring
  Secondary email address of the actor.
  If the actor is the Freshdesk system, this attribute value is null.
- statestring
  Name of the province where the actor is located.
  This attribute contains a non-null value only if the actor (type: agent) is an Account administrator who has subscribed for the Freshdesk plan by providing their credentials for billing.
- tagsarray of strings
  Keywords associated with a contact/end user/customer. The keywords help to filter a subset of contacts from all contacts in the system.
  If the actor is an agent or the Freshdesk system, this attribute value is an empty array.
- time_zonestring
  Time zone to which the actor belongs, in an easily consumable (RAILS timezone.name) format.
  If the actor is the Freshdesk system, this attribute value is null.
- timezonestring
  Time zone to which the actor belongs, in the Area/Location format.
  If the actor is the Freshdesk system, this attribute value is null.
- twitter_idstring
  Twitter ID of the actor.
  If the actor is an agent or the Freshdesk system, this attribute value is null.
- typestring
  Specifies if it is an agent, end user/contact/customer, or the Freshdesk system that triggered the product event.
  Possible values: agent, contact
- unique_external_idstring
  Contact’s identifier in an external system. This identifier helps to connect an end user/contact/customer in the Freshdesk system to the contact’s details in all other systems in the organization.
  If the actor is an agent or the Freshdesk system, this attribute value is null.
- updated_atstring
  Timestamp of when the actor’s record is last updated in the Freshdesk system, specified in the UTC format.
  If the actor is the Freshdesk system, this attribute value is null.
- user_rolestring
  If the actor is an end-user/contact, user_role contains a value that the Freshdesk system uses for internal purposes.
  If the actor is an agent or the Freshdesk system, this attribute value is null.
- visitor_idstring
  If an organization’s Freshdesk system is integrated with compatible social channels, when a post or comment with specific keywords is posted in the social channel, the post is converted into a ticket in the Freshdesk system. This conversion triggers certain product events.
  vistior_id is the identifier of the visitor whose post in a social channel triggered the product event.
- whitelistedboolean
  Specifies whether the domain from which the actor triggered the product event is whitelisted in the Freshdesk system.
  For more information, see domain whitelisting.
  If the actor is the Freshdesk system, this attribute value is false.
  Possible values: true, false
requesterobject
Information pertaining to the requester who raised the ticket in the Freshdesk system. Note:Any person using an organization’s Customer Support Portal is the end user. Any end user who raises a ticket in the Customer Support Portal is a requester.
- created_atstring
  Timestamp of when the requester object is created, specified in the UTC format.
- emailstring
  Email address of the requester.
- idinteger
  Identifier of the requester object, auto-generated when a new requester is added to the Freshdesk system.
- languagestring
  Primary language of the requester.
- mobilestring
  Mobile contact number of the requester.
- namestring
  Name of the requester.
- phonestring
  Telephone contact number of the requester.
ticketobject
Information pertaining to the ticket raised in the Freshdesk system. Submitting a ticket triggers the onTicketUpdate event.
- account_idinteger
  Identifier of the Freshdesk account in which the ticket is created, auto-generated when the account is initially configured.
- agent_assigned_flagboolean
  Specifies whether a primary agent is assigned to the ticket created in the Freshdesk system.
  Possible values: true, false
- agent_reassigned_countinteger
  Number of times the agent assigned to the ticket is modified.
- agent_reassigned_flagboolean
  Specifies whether the initial agent assigned to the ticket is modified. Possible values: true, false
- agent_reply_countinteger
  Count of the number of replies an agent sends for the ticket.
- agent_responded_atstring
  Timestamp of when the agent responded to the ticket, specified in the UTC format.
- archiveboolean
  Specifies whether the ticket is archived in the Freshdesk system.
  Note:By default, closed tickets that are inactive for 120 days are archived. Possible values: true, false
- assigned_atstring
  Timestamp of when an agent, who is currently working on the ticket, is assigned to the ticket, specified in the UTC format.
- associatesobject
  Tickets can be associated with each other through a parent-child or tracker-linked/related relationship.
  associates is the identifier of the ticket’s type in an association.
  idinteger
  Numeric identifier of the ticket’s type.
  Possible values: 1 (parent ticket), 2 (child ticket), 3 (tracker ticket), 4 (related ticket)
  typestring
  Meaningful identifier of the ticket’s type.
  Possible values: assoc_parent, child, tracker, related
- associates_rdbinteger
  ticket.id value, if the ticket created or updated is part of an association.
- attachment_idsarray of integers
  Identifiers of the attachments associated with the ticket, specified as an array.
- attachmentsarray of object
  Details of the documents attached to the ticket.
  attachment_urlstring
  Link to the location from where the attached document can be retrieved.
  content_typestring
  Format of the attached document. For example, image/jpeg.
  created_atstring
  Timestamp of when the attached document is stored, specified in the UTC format.
  file_sizeinteger
  Size of the attached document.
  idinteger
  Identifier of the attachment object, auto-generated when the attached document is stored.
  namestring
  Name of the attached document specified in the . format.
  updated_atstring
  Timestamp of when the attached document is last updated, specified in the UTC format.
- bcc_emailsarray of strings
  Additional email addresses added in the bcc field of an email that the agent sends as a response to the ticket.
- cc_emailsarray of strings
  Additional email addresses that are copied when the ticket is created with email as the source.
  For tickets created through other channels, this attribute value is null.
- changesobject
  Changes that triggered the onTicketUpdate event, specified as a JSON object of the following format:
  "changes": { //For non-array attributes "<ticket.attribute that changed>": ["Old value", "New value"] }
- closed_atstring
  Timestamp of when the ticket is closed, specified in the UTC format.
- company_idinteger
  Any person whose contact information is stored in the Freshdesk system is a contact/customer. company_id is the identifier of the company to which the contact belongs.
  When a new company is created in the Freshdesk system, the corresponding company_id value is auto-generated.
- created_atstring
  Timestamp of when the ticket is created in the Freshdesk system, specified in the UTC format.
- custom_fieldsobject
  To obtain additional ticket information, custom fields could be configured in the Freshdesk system.
  The custom_fields attribute contains the custom field names and corresponding values, as a valid JSON object of key (custom field name)-value (custom field’s value) pairs.
- customer_reply_countinteger
  Count of the number of replies a customer sends for the ticket.
- deletedboolean
  Specifies whether the ticket is deleted from the freshdesk system. .
  Possible values: true, false
- descriptionstring
  Summary of the issue raised in the ticket, in HTML format. The value is truncated if the size exceeds 10KB.
- description_textstring
  Summary of the issue raised in the ticket, in plain text format. The value is truncated if the size exceeds 10KB.
- due_bystring
  Timestamp of when the ticket is to be resolved, specified in the UTC format.
- email_config_idinteger
  Identifier of the customized email address, which is configured to automatically create a new ticket from the email received to the support email.
- first_assign_agent_idinteger
  Identifier of the agent assigned initially to the ticket created in the Freshdesk system.
- first_assign_by_bhrsinteger
  Number of business hours within which an agent is assigned to the ticket created in the Freshdesk system.
- first_assign_group_idinteger
  Identifier of the group, to which the ticket is initially assigned.
- first_assigned_atinteger
  Timestamp of when an agent is initially assigned to the ticket, specified in the UTC format.
- first_response_agent_idinteger
  Identifier of the agent who sent the first response to the ticket created in the Freshdesk system.
- first_response_by_bhrsinteger
  Time taken, during business hours, for the ticket to receive the first response.
- first_response_group_idinteger
  Identifier of the group from which the first response is sent.
- first_response_idinteger
  Identifier of the first response sent by an agent to the ticket created in the Freshdesk system.
- first_response_timestring
  Time taken for the ticket to receive the first response, specified in hours.
- fr_due_bystring
  Timestamp of when the first response is due for the ticket, specified in the UTC format.
- fr_escalatedboolean
  Specifies whether the ticket has been escalated for delay in sending the first response. Possible values: true, false
- fwd_emailsarray of strings
  Additional email addresses that an agent adds when forwarding a ticket.
- group_assigned_flagboolean
  Specifies whether an initial group is assigned to the ticket. Possible values: true, false
- group_idinteger
  Identifier of the group object, auto-generated when a new group is created in the Freshdesk system.
  The value of ticket.group_id identifies the group to which the ticket is associated.
- group_reassigned_countinteger
  Number of times the group assigned to the ticket is modified.
- group_reassigned_flagboolean
  Specifies whether the group assigned to the ticket is modified. Possible values: true, false
- group_usersarray of integers
  Identifiers of the agents associated with a group created in the Freshdesk system, specified as an array.
- group_users_uid_listarray of integers
  Organization-level identifiers of all agents in the group to which the ticket is assigned, specified as an array.
- idinteger
  Identifier of the ticket object, auto-generated when a ticket is created in the Freshdesk system.
- import_idinteger
  Identifier of the ticket in an external system.
- inbound_countinteger
  Multiple tickets can be created for an issue, if the issue is raised through various inbound channels.
  Eventually these tickets can be merged. For a merged ticket, inbound_count specifies the number of channels through which the issue was raised. For unmerged tickets and onTicketCreate, this attribute value is 1.
- internal_agent_assigned_flagboolean
  Specifies whether an internal agent shares ownership of the ticket created in the Freshdesk system. Possible values: true, false
- internal_agent_first_assign_in_bhrsinteger
  Number of business hours within which an internal agent is initially assigned to the ticket.
- internal_agent_idinteger
  Identifier of the internal agent to whom the ticket is assigned.
  Freshdesk supports shared ownership of tickets between a primary agent assigned to the ticket, identified by ticket.responder_id and an internal agent associated with a different team or group. For more information, see Enabling Shared Owenership.
- internal_agent_reassigned_flagboolean
  Specifies whether the internal agent assigned to the ticket is modified. Possible values: true, false
- internal_agent_uidstring
  Organization-level identifier of the internal agent assigned to the ticket created in the Freshdesk system.
- internal_group_assigned_flagboolean
  Specifies whether an internal group shares ownership of the ticket. Possible values: true, false
- internal_group_idinteger
  Identifier of the internal group to which the ticket is assigned, if shared ownership is enabled. Custom ticket statuses can be mapped to groups configured in the Freshdesk system. When the status of a ticket is modified to a custom status, the ticket is automatically assigned to the associated internal group. For more information, see Enabling Shared Owenership.
- internal_group_reassigned_flagboolean
  Specifies whether the internal group assigned to the ticket is modified. Possible values: true, false
- is_description_text_truncatedboolean
  Specifies whether the value of ticket.description_text is truncated.
  Possible values: true, false
- is_description_truncatedboolean
  Specifies whether the value of ticket.description is truncated.
  Possible values: true, false
- is_escalatedinteger
  Specifies whether the ticket is escalated for any reason.
  Possible values: true, false
- last_resolved_atstring
  Timestamp of when the ticket was last resolved, specified in the UTC format.
- model_idinteger
  Identifier of the ticket record that contains all information (information stored when the ticket is created and additional information) pertaining to the ticket.
- next_response_remindedboolean
  Specifies whether the agent assigned to the ticket is notified when the next response is due, through an email or desktop notification.
  Possible values: true, false
- nr_due_bystring
  Timestamp of when the next response is due for the ticket, specified in the UTC format.
- nr_escalatedboolean
  Specifies whether the ticket has been escalated for delay in sending a response.
  Possible values: true, false
- on_state_timeinteger
  Time spent on the ticket when it is in the status identified by ticket.status.
  Based on the SLA policy associated with a ticket, the SLA timer monitors the time an agent spends on each status.
- outbound_emailboolean
  Specifies whether the ticket source is an outbound email sent to the customer from the Freshdesk system. Note:By default, the status of a ticket created with an outbound email as the source is Closed. On receiving a response from the customer, the ticket.status value is modified to 2. Possible values: true, false
- parent_idinteger
  Identifier of the parent ticket, if the ticket created or updated is a child ticket.
- priorityinteger
  Priority assigned to the ticket. Possible values:
  1: Low priority
  2: Medium priority
  3: High priority
  4: Urgent
- private_note_countinteger
  Count of the private notes associated with the ticket.
- product_idinteger
  Identifier of the product to which the ticket is associated, if an organization has configured multiple products. When a new product is added, the corresponding product_id value is auto-generated.
- public_note_countinteger
  Count of the public notes associated with the ticket in the Freshdesk system.
- reopened_countinteger
  Number of times the ticket is reopened.
- reply_cc_emailsarray of strings
  Additional email addresses that an agent adds when replying to a ticket.
- requester_idinteger
  Identifier of the requester who created the ticket. Note:Any person using an organization’s Customer Support Portal is the end user. Any end user who raises a ticket in the Customer Support Portal is a requester.
- requester_responded_atstring
  Timestamp of when the requester responded to the ticket, specified in the UTC format.
- resolution_escalation_levelinteger
  Based on the escalation rules defined in the SLA policy, when an agent fails to resolve the ticket in due time, email and desktop notifications are sent to the people specified in the SLA policy.
  resolution_escalation_level is the level to which the SLA policy violation is escalated. Note:Maximum of 4 levels of escalation could be defined in the SLA policy.
- resolution_remindedboolean
  Specifies whether the agent assigned to the ticket is notified when the ticket is due for resolution, through an email or desktop notification.
  Possible values: true, false
- resolved_atstring
  Timestamp of when the ticket is resolved for the first time, specified in the UTC format. A ticket can be reopened multiple times before a final resolution.
- responder_idinteger
  Identifier of the agent to whom the ticket is assigned.
- responder_uidstring
  Organization-level identifier of the agent to whom the ticket is assigned.
- response_remindedboolean
  Specifies whether the agent assigned to the ticket is notified when a response is due, through an email or desktop notification.
  Possible values: true, false
- skill_idarray of integers
  Identifiers of the skills mapped to the conditions that the ticket meets. When a new skill is created in the Freshdesk system, a skill_id value is auto-generated and assigned to the skill.
- sla_policy_idinteger
  Identifier of the service-level agreement (SLA) policy associated with the ticket created in the Freshdesk system.
  An SLA policy is defined based on the priority of the ticket and it determines the time within which the agent assigned is expected to respond and resolve the ticket. For more information, see Understanding SLA Policies.
- sourceinteger
  Identifies the channel through which the ticket is created. The default channels in Freshdesk and the corresponding ticket.source values are,
  1: Email
  2: Portal
  3: Phone
  4: Forum
  5: Twitter
  6: Facebook
  7: Chat widget in the Freshdesk system.
  9: Feedback widget in the Freshdesk system.
  10: Outbound email sent by an agent to the customer.
  11: E-commerce
  In addition to the default sources defined in the Freshdesk system, new channels can be added.
- source_additional_infoobject
  Additional information pertaining to the source that triggered the ticket event.
  emailobject
  Details pertaining to the email response that triggered the ticket event.
  received_atstring
  Timestamp indicating when the response was created in the Freshdesk system.
- source_infointeger
  Identifier for a specific source of the ticket.
  
  It’s an integer that points to a backend record containing detailed source information, for example, an exact email address if the ticket was created via email. This attribute can be used to configure ticket actions such as filters, automations, and SLAs based on the identifier.
  Note:
  This attribute is null when,
  The ticket is from an unsupported source. Currently, it is supported only for Web Chat and Web Form.
  The feature is not enabled for your Freshdesk account.
- spamboolean
  Specifies whether the ticket is spam.
  Possible values: true, false
- statusinteger
  Status of the ticket in the Freshdesk system. The default statuses in Freshdesk and the corresponding ticket.status values are,
  2: Open
  3: Pending
  4: Resolved
  5: Closed
  New statuses can be added in Freshdesk. When a new status is added, a corresponding numeric identifier is auto-generated.
- status_deletedboolean
  Specifies whether the status corresponding to the ticket is deleted from the Freshdesk system. Note:Default statuses in the Freshdesk system cannot be deleted.
  Possible values: true, false
- status_stop_sla_timerboolean
  Specifies whether the SLA timer is stopped for the current ticket.status.
  Possible values: true, false
- subjectstring
  Subject of the ticket created in the Freshdesk system.
- support_emailstring
  Support email address configured in the Freshdesk system through which the ticket is received.
  For tickets created through channels other than email, this attribute value is null.
- tagsarray of strings
  Keywords associated with the ticket.
- time_to_resolution_in_bhrsinteger
  Time within which a ticket created in the Freshdesk system should be resolved, during business hours.
- time_to_resolution_in_chrsinteger
  Time within which a ticket created in the Freshdesk system should be resolved, regardless of the business hours.
- tkt_ccarray of strings
  Additional email addresses added in the cc field of an email that the agent sends as a response to the ticket.
- to_emailsarray of strings
  Additional email addresses that are copied when the ticket is created with email as the source.
  For tickets created through other channels, this attribute value is null.
- trainedboolean
  Specifies whether Automatic ticket assignment > Load balanced ticket assignment is configured for the group to which the ticket is assigned.
  Possible values: true, false
- tweet_idstring
  Identifier of the tweet which was converted to a ticket in the Freshdesk system.
- typestring
  Category of issue the ticket is addressing. For example, Feature request, Refund, and so on.
- updated_atstring
  Timestamp of when the ticket details are last updated in the Freshdesk system, specified in the UTC format.
- urgentboolean
  Specifies whether the priority of the ticket created is urgent (value of ticket.priority is 4).
  Possible values: true, false
- watchersarray of integers
  Identifiers of the agents watching the ticket, specified as an array.
- watchers_uid_listarray of integers
  Organization-level identifier of the agents watching the ticket, specified as an array.

Sample payload

{
  "account_id": "11010177632",
  "data": {
    "actor": {
      "account_id": 13,
      "active": true,
      "address": "Baker street, London.",
      "blocked": false,
      "blocked_at": "2022-10-20T14:45:48Z",
      "city": "chennai",
      "company_id": null,
      "country": "India",
      "created_at": "2020-11-10T05:21:53Z",
      "current_login_at": "2021-11-17T09:57:56Z",
      "current_login_ip": "13.222.333.555",
      "customer_id": null,
      "deleted": false,
      "deleted_at": "2022-10-20T09:35:23Z",
      "delta": true,
      "description": "Developer Websites - Freshdesk",
      "email": "minerva.test@example.com",
      "external_id": 21,
      "extn": 123,
      "failed_login_count": 0,
      "fb_profile_id": "2342",
      "first_name": "Minerva",
      "helpdesk_agent": true,
      "id": 48,
      "import_id": 1058,
      "job_title": "Seller",
      "language": "en",
      "last_login_at": "2021-11-17T06:44:25Z",
      "last_login_ip": "100.25.62.61",
      "last_name": "tree",
      "last_seen_at": "2022-09-19T10:45:48Z",
      "login_count": 1504,
      "mobile": "3908343254",
      "name": "Minerva",
      "org_agent_id": "246574923996993384",
      "org_contact_id": null,
      "other_company_ids": [],
      "other_emails": [],
      "parent_id": 0,
      "phone": "0987654321",
      "posts_count": 0,
      "preferences": {
        "agent_preferences": {
          "falcon_ui": false,
          "field_service": {
              "dismissed_sample_scheduling_dashboard": false
          },
          "focus_mode": true,
          "notification_timestamp": "2022-01-03T13:32:24Z",
          "search_settings": {
              "tickets": {
                  "include_attachment_names": true,
                  "include_description": true,
                  "include_notes": true,
                  "include_other_properties": true,
                  "include_subject": true
              }
          },
          "shortcuts_enabled": true,
          "shortcuts_mapping": [],
          "show_loyalty_upgrade": false,
          "show_monthly_to_annual_notification": true,
          "show_onBoarding": true,
          "undo_send": false
        },
        "password_expiry_date": "2120-10-17 05:21:53 UTC",
        "user_preferences": {
          "agent_deleted_forever": false,
          "marked_for_hard_delete": false,
          "was_agent": false
        }
      },
      "privileges": "193248897710135786048173323961003191631436058972055363553917057189806079",
      "sanitized_mobile": "911234567890",
      "sanitized_phone": "0987654321",
      "second_email": "helena.test@example.com",
      "state": "Tamilnadu",
      "tags": [],
      "time_zone": "Eastern Time (US & Canada)",
      "timezone": "America/New_York",
      "twitter_id": "test_1234",
      "type": "agent",
      "unique_external_id": "12345",
      "updated_at": "2020-11-11T10:02:35Z",
      "user_role": null,
      "visitor_id": null,
      "whitelisted": false
    },
    "requester": {
      "created_at": "2021-09-14T13:26:01Z",
      "email": "rachel.test@example.com",
      "id": 48014072130,
      "language": "en",
      "mobile": "3545643254",
      "name": "Rachel",
      "phone": "9876523315"
    },
    "ticket": {
      "account_id": 13,
      "agent_assigned_flag": true,
      "agent_reassigned_count": 1,
      "agent_reassigned_flag": true,
      "agent_reply_count": 1,
      "agent_responded_at": "2022-10-26T07:09:25Z",
      "archive": false,
      "assigned_at": "2021-11-17T10:02:58Z",
      "associates": {
        "id": 2,
        "type": "child"
      },
      "associates_rdb": 21,
      "attachment_ids": [],
      "attachments": [
        {
          "attachment_url": "https://s3.amazonaws.com/cdn.freshdesk.com/data/helpdesk/attachments/production/9019290053/original/sample.jpg",
          "content_type": "image/jpeg",
          "created_at": "2016-12-22T09:37:47Z",
          "file_size": 78942,
          "id": 9019290053,
          "name": "sample.jpg",
          "updated_at": "2016-12-22T09:37:47Z"
        }
      ],
      "bcc_emails": [],
      "cc_emails": [
        "diana.test@example.com",
        "ram.test@example.com"
      ],
      "changes": {
        "description": [
          "<div dir=\"ltr\">Some details on the issue ...</div>",
          "<div dir=\"ltr\">Specific details about the issue</div>"
        ],
        "description_text": [
          "Some details on the issue ...",
          "Specific details about the issue"
        ],
        "subject": [
          "Additional Support",
          "Support Needed..."
        ]
      },
      "closed_at": "2022-11-18T10:03:24Z",
      "company_id": 2,
      "created_at": "2021-11-17T10:02:58Z",
      "custom_fields": {
        "cf_aefds_11010177632": "category 1",
        "cf_check_test_11010177632": true,
        "cf_pick_list_test_11010177632": "option 1",
        "cf_sda_11010177632": "subcategory 1"
      },
      "customer_reply_count": 2,
      "deleted": false,
      "description": "<div dir=\"ltr\">Specific details about the issue</div>",
      "description_text": "Specific details about the issue",
      "due_by": "2021-11-19T22:00:00Z",
      "email_config_id": 77123,
      "first_assign_agent_id": 48,
      "first_assign_by_bhrs": 0,
      "first_assign_group_id": 23793,
      "first_assigned_at": "2021-11-17T10:02:58Z",
      "first_response_agent_id": 71586,
      "first_response_by_bhrs": 180,
      "first_response_group_id": 23793,
      "first_response_id": 83065,
      "first_response_time": "2022-06-20 10:38:32",
      "fr_due_by": "2021-11-17T22:00:00Z",
      "fr_escalated": false,
      "fwd_emails": [
        "diana.test@example.com",
        "ram.test@example.com"
      ],
      "group_assigned_flag": true,
      "group_id": 351,
      "group_reassigned_count": 1,
      "group_reassigned_flag": true,
      "group_users": [],
      "group_users_uid_list": [],
      "id": 205,
      "import_id": 1004,
      "inbound_count": 1,
      "internal_agent_assigned_flag": true,
      "internal_agent_first_assign_in_bhrs": 8777,
      "internal_agent_id": 176,
      "internal_agent_reassigned_flag": true,
      "internal_agent_uid": null,
      "internal_group_assigned_flag": true,
      "internal_group_id": 793,
      "internal_group_reassigned_flag": true,
      "is_description_text_truncated": false,
      "is_description_truncated": false,
      "is_escalated": false,
      "last_resolved_at": "2022-10-20T12:47:05Z",
      "model_id": 29147304,
      "next_response_reminded": false,
      "nr_due_by": "2022-10-20T12:02:59Z",
      "nr_escalated": false,
      "on_state_time": 0,
      "outbound_email": false,
      "parent_id": null,
      "priority": 1,
      "private_note_count": 2,
      "product_id": 1,
      "public_note_count": 3,
      "reopened_count": 1,
      "reply_cc_emails": [
          "diana.test@example.com",
          "ram.test@example.com"
      ],
      "requester_id": 129,
      "requester_responded_at": "2022-10-27T08:10:25Z",
      "resolution_escalation_level": 4,
      "resolution_reminded": false,
      "resolved_at": "2022-11-17T10:03:24Z",
      "responder_id": 320,
      "responder_uid": "246574923996993384",
      "response_reminded": false,
      "skill_id": [
          3
      ],
      "sla_policy_id": 1000000403489,
      "source": 3,
      "source_additional_info": {
          "email": {
              "received_at": null
          }
      },
      "source_info": 1001,
      "spam": false,
      "status": 4,
      "status_deleted": false,
      "status_stop_sla_timer": true,
      "subject": "Additional Support",
      "support_email": "ram.test@example.com",
      "tags": [],
      "time_to_resolution_in_bhrs": 0,
      "time_to_resolution_in_chrs": 26,
      "tkt_cc": [],
      "to_emails": [
          "diana.test@example.com",
          "ram.test@example.com"
      ],
      "trained": false,
      "tweet_id": 12346,
      "type": "priority",
      "updated_at": "2021-11-17T10:03:27Z",
      "urgent": false,
      "watchers": [],
      "watchers_uid_list": []
    }
  },
  "domain": "sample.freshdesk.com",
  "event": "onTicketUpdate",
  "region": "US",
  "timestamp": 1637143407.8145924
}

onTicketDelete

When a ticket is permanently deleted from the Freshdesk system, the onTicketDelete event is triggered.

NoteThis event is triggered only when the ticket is deleted from Trash.

Subscribe to the onTicketDelete event and register the callback by using the following sample manifest.json content.

manifest.json

"events": {
  "onTicketDelete": {
    "handler": "onTicketDeleteCallback"
  }
}

Define the corresponding callback by using the following sample server.js content:

server.js

exports = {
  onTicketDeleteCallback: function(payload) {
    console.log("Logging arguments from onTicketDelete event: " + JSON.stringify(payload));
  }
}

Attributes of the data object

actorstring
Information pertaining to the entity who deleted the ticket from the Freshdesk system.
- emailstring
  Email address of the actor.
- idnumber
  Identifier associated with the actor.
- namestring
  Name of the actor.
ticketobject
Information pertaining to the ticket that has been permanently deleted from the Freshdesk system.
- model_idinteger
  Identifier of the ticket record that contains all information (information stored when the ticket is created and additional information) pertaining to the ticket.
- idinteger
  Identifier of the ticket.
- sourceinteger
  Identifier of the channel through which the ticket was created. The default channels in Freshdesk and the corresponding ticket.source values are,
  1: Email
  2: Portal
  3: Phone
  4: Forum
  5: Twitter
  6: Facebook
  7: Chat widget in the Freshdesk system.
  9: Feedback widget in the Freshdesk system.
  10: Outbound email sent by an agent to the customer.
  11: E-commerce
  In addition to the default sources defined in the Freshdesk system, new channels can be added.
- typestring
  Category of issue the ticket was addressing. For example, Feature request, Refund, and so on.
- account_idinteger
  Identifier of the Freshdesk account from which the ticket was deleted. It is auto-generated when the account is initially configured.
- archiveboolean
  Specifies whether the ticket was archived in the Freshdesk system.
  Possible values: true, false
  Note:By default, closed tickets that are inactive for 120 days are archived.

Sample payload

{
  "account_id": "13",
  "data": {
    "actor": {
      "email": "rachel.test@example.com",
      "id": 22,
      "name": "Rachel"
    },
    "ticket": {
      "model_id": 510,
      "id": 8,
      "source": 3,
      "type": "Feature Request",
      "account_id": 4129,
      "archive": false
    }
  },
  "domain": "sample.freshdesk.com",
  "event": "onTicketDelete",
  "region": "AUS",
  "timestamp": 1631943695.8629155
}

Configure onTicketCreate, onTicketUpdate, and onTicketDelete

onTicketCreate

Attributes of the data object

onTicketUpdate

Attributes of the data object

onTicketDelete

Attributes of the data object