Inputs & Outputs
- Contains Freshdesk agent details
All Agent Keys
id: User ID of the agent.
skill_ids: Skill ids associated with the agent.
group_ids: Group IDs associated with the agent.
role_ids: Role IDs associated with the agent.
available: A boolean that will be set to true if the agent is accepting new tickets.
occasional: A boolean that will be set to true if this is an occasional agent (true => occasional, false => full-time)
ticket_scope: A number that defines the ticket permission of the agent (1 -> Global Access, 2 -> Group Access, 3 -> Restricted Access)
contact: Contact A dictionary that contains contact details of the agent
- Contains Freshdesk company details
All Company Keys
name: Name of the company.
id: Unique ID of the company.
note: Any specific note about the company.
health_score: The strength of your relationship with the company.
account_tier: Classification based on how much value the company brings to your business.
industry: The industry the company serves in.
description: Description of the company
- Contains all the contact details of the agent
active: A boolean that will be set to true if the agent is verified
email: Email address of the agent.
job_title: Job title of the agent.
language: Language of the agent. Default language is "en".
last_login_at: Timestamp of the agent's last successful login.
mobile: Mobile number of the agent.
name: Name of the agent.
phone: Telephone number of the agent.
time_zone: Time zone of the agent.
created_at: Creation timestamp.
updated_at: Timestamp of the last update.
- Contains Freshdesk connection details
You should always use a PPA Vault integration to provide credentials to a plugin action.
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address: The Freshdesk instance address.
api_key: An API key to access the Freshdesk instance.
- Contains Freshdesk ticket details
All Ticket Keys
cc_emails: List of email addresses from the 'cc' field of the ticket.
company_id: The ID of the customer in Freshdesk.
custom_fields: Dictionary containing any custom ticket fields & values.
deleted: Boolean that is true if the ticket has been deleted/trashed.
description: HTML content of the ticket.
description_text: Content of the ticket in plain text.
due_by: Timestamp that denotes when the ticket is due to be resolved.
email: Email address of the requester.
group_id: ID of the group to which the ticket has been assigned.
id: Unique ID of the ticket.
is_escalated: A boolean that is set to true if the ticket has been escalated for any reason.
name: Name of the requester.
phone: Phone number of the requester.
priority: Priority of the ticket
product_id: ID of the product to which the ticket is associated
subject: Subject of the ticket