Freshdesk

Overview

Freshdesk is an omnichannel customer support platform. This Parsons integration with the Freshdesk API provides methods to fetch tickets, contacts, companies, and agents. Results are returned as Parsons Tables.

Note

Authentication: To use the Freshdesk class, you must provide the subdomain of your Freshdesk account and an API Key, which can be found by logging into Freshdesk and following the instructions in the API documentation.
Rate Limits: Rate limits depend on your Freshdesk plan, so be sure to check the API documentation for your rate limits and follow the best practices guide to avoid exceeding them.

Quickstart

To instantiate the Freshdesk class, you can either store your Freshdesk domain and API Key as environmental variables (FRESHDESK_DOMAIN and FRESHDESK_API_KEY, respectively) or pass them in as keyword arguments:

from parsons import Freshdesk

# First approach: Use environmental variables
freshdesk = Freshdesk()

# Second approach: Use keyword arguments
freshdesk = Freshdesk(domain='my_domain', api_key='my_api_key')

You can then call various endpoints:

# Fetch all tickets requested a individual based on their email
freshdesk.get_tickets(requester_email='user@email.com')

# Fetch all contacts in a specific company
freshdesk.get_contacts(company_id='123')

# Fetch a specific agent by their mobile number
freshdesk.get_agents(mobile='7654367287')

API

class parsons.Freshdesk(domain, api_key)[source]

Instantiate Freshdesk class

Args:

domain: str: The subdomain of the Freshdesk account. Not required if FRESHDESK_DOMAIN env variable set.
api_key: str: The Freshdesk provided application key. Not required if FRESHDESK_API_KEY env variable set.

Returns:

Freshdesk class

get_tickets(ticket_type=None, requester_id=None, requester_email=None, company_id=None, updated_since='2016-01-01', expand_custom_fields=False)[source]

List tickets.

See the API Docs for more information.

Warning

Deleted and Spam tickets are not included. However they can be pulled separately by utilizing the ticket_type parameter.

Warning

Freshdesk will return a maximum of 9,000 tickets. By default, only tickets created in the past 30 days are returned. To access additional tickets, utilize the updated_since parameter.

Args:

ticket_type: str: Filter by type of ticket to filter by. Valid fields include new_and_my_open, watching, spam and deleted.
requester_id: int: Filter by requester id.
requester_email: str: Filter by requester email.
company_id: int: Filter by company_id.
updated_since: str: Earliest date to include in results.
expand_custom_fields: boolean: Expand nested custom fields to their own columns.

Returns:

Parsons Table: See Parsons Table for output options.

get_contacts(email=None, mobile=None, phone=None, company_id=None, state=None, updated_since=None, expand_custom_fields=None)[source]

Get contacts.

See the API Docs for more information.

Args:

email: str: Filter by email address.
mobile: str: Filter by mobile phone number.
phone: str: Filter by phone number.
company_id: int: Filter by company ID.
state: str: Filter by state.
updated_since: str: Earliest date to include in results.
expand_custom_fields: boolean: Expand nested custom fields to their own columns.

Returns:

Parsons Table: See Parsons Table for output options.

get_companies(expand_custom_fields=False)[source]

List companies.

See the API Docs for more information.

Args:

expand_custom_fields: boolean: Expand nested custom fields to their own columns.

Returns:

Parsons Table: See Parsons Table for output options.

get_agents(email=None, mobile=None, phone=None, state=None)[source]

List agents.

See the API Docs for more information.

Args:

email: str: Filter by email address.
mobile: str: Filter by mobile phone number
phone: str: Filter by phone number
state: str: Filter by state

Returns:

Parsons Table: See Parsons Table for output options.

create_ticket(subject, description, email, priority, status, cc_emails=None, custom_fields=None)[source]

Create a ticket in Freshdesk. Args:

subject: str
The subject of the ticket.

description: str
The description of the ticket.

email: str
The email address of the requester.

priority: int
The priority of the ticket.

status: int
The status of the ticket.

cc_emails: list (optional)
List of email addresses to CC.

custom_fields: dict (optional)
Custom fields data.

Returns:

dict: JSON response from the API.