Freshdesk API v2

Name: Freshdesk API v2 API
Brand: Freshdesk API v2
Availability: InStock

★ Only Publicly Available OpenAPI DocumentCRMCustomer Supportbasic84 EndpointsREST

For Agents

Open and update support tickets, manage contacts and companies, search the helpdesk, and post replies, notes, and time entries on behalf of agents.

Install Jentic One Beta

Connect the Freshdesk API v2 to your agent

Jentic One is a self-hosted execution layer for AI agents. It lets your agent call the Freshdesk API v2, or any other public or private API you need. You set the rules, the agent never sees your credentials, and every call is logged.

Two steps, two machines. Install the instance in a safe environment, then register your agent from wherever it runs.

Step 1: Jentic One Host machine

# On the machine that will host your Jentic One instance:
curl -fsSL https://raw.githubusercontent.com/jentic/jentic-one/main/tools/install.sh | sh

Step 2: Agent machine

# On the machine where your agent runs (keep this separate from the instance):
curl -fsSL https://raw.githubusercontent.com/jentic/jentic-one/main/tools/install.sh | sh
jentic register       # connects your agent to your Jentic One instance

Jentic One is in public beta. The setup above keeps your agent separate from the instance, which is what you want before using real credentials: an agent running as the same OS user as Jentic One can read its stored keys directly. Just evaluating? A single local install is fine to start. See the secure deployment guide for the tiers.

Capabilities

What an agent can do with Freshdesk API v2 API.

Create, update, and search support tickets across all helpdesk groups

Post public replies and private notes against an existing ticket

Manage contact and company records that drive ticket routing

GET STARTED

Start building with Freshdesk API v2 API

Explore with Jentic

View OpenAPI Document

Use Cases

Patterns agents use Freshdesk API v2 API for, with concrete tasks.

★ Automated Ticket Triage

When a new support email or webform submission arrives, an agent creates a Freshdesk ticket via POST /tickets, looks up the contact by email, and applies a priority and group based on keyword rules. Replies and notes flow through POST /tickets/{id}/reply and POST /tickets/{id}/notes. End-to-end triage including search and contact lookup runs against the v2 API in well under a second per ticket.

Create a Freshdesk ticket with priority=2, source=2, and a known contact email, then POST a reply and set status=3

Customer 360 Lookup

Build an internal panel that, given a customer email, calls GET /contacts and GET /search/tickets to assemble that customer's full helpdesk history including open tickets, recent conversations, and CSAT scores. Useful inside CRM dashboards and AI agents that brief reps before a call.

Search Freshdesk contacts by email, retrieve their open tickets via /search/tickets, and return a summary with last reply timestamp

Time Logging and Billing

Service teams need accurate billable time per ticket. After resolving a ticket, an agent posts a time entry against the ticket and tags it billable so reports roll up by company. The conversation thread, reply timestamps, and attachments are all available alongside time entries on the same ticket resource.

Add a 45-minute billable time entry to ticket 12345 with a note about the work performed

Knowledge Base Publishing

Editorial teams script article publishing into the Freshdesk solutions hierarchy. Articles, folders, and categories are managed through the solutions endpoints, allowing batch import of help-centre content from another CMS into the customer-facing knowledge base.

Create a new solutions article in folder 42 with title and HTML body, then mark it published

Agent-Driven Support Resolution

An AI agent reads an inbound chat message, opens or updates the matching Freshdesk ticket, posts a draft reply for human review, and logs time when the conversation closes. With Jentic the agent calls these operations through one searchable interface and never sees the raw API key.

Search Jentic for 'create a support ticket', load the POST /tickets schema, and execute with a contact email and ticket body

Key Endpoints

84 endpoints — jentic publishes the only available openapi specification for freshdesk api v2, keeping it validated and agent-ready.

METHOD

PATH

DESCRIPTION

POST

/tickets

Create a new support ticket

GET

/tickets/{id}

Retrieve a ticket by ID

PUT

/tickets/{id}

Update a ticket's status, priority, or assignment

POST

/tickets/{id}/reply

Post a public reply to a ticket

POST

/tickets/{id}/notes

Add an internal note to a ticket

GET

/search/tickets

Search tickets using query filters

GET

/contacts

List or filter customer contacts

POST

/tickets

Create a new support ticket

GET

/tickets/{id}

Retrieve a ticket by ID

PUT

/tickets/{id}

Update a ticket's status, priority, or assignment

POST

/tickets/{id}/reply

Post a public reply to a ticket

POST

/tickets/{id}/notes

Add an internal note to a ticket

Why Jentic?

Three things that make agents converge on Jentic-routed access.

Credential isolation

Your Freshdesk API key is stored once, encrypted, by your own Jentic One instance and injected into the Authorization header at execution time. It never enters the agent's prompt, logs, or context.

Intent-based discovery

Agents search Jentic by intent such as 'create a support ticket' or 'post a reply to a ticket', and Jentic returns the matching POST /tickets or POST /tickets/{id}/reply operation with its full request schema so the agent calls the right endpoint without browsing the reference docs.

Time to first call

FAQs

Specific to using Freshdesk API v2 API through Jentic.

Why is there no official OpenAPI spec for Freshdesk API v2?

Freshdesk does not publish an OpenAPI specification. Jentic generates and maintains this spec so that AI agents and developers can call Freshdesk API v2 via structured tooling. It is validated against the live API and kept up to date. Get started with Jentic One, the self-hosted execution layer.

What authentication does the Freshdesk API v2 use?

Freshdesk uses HTTP basic authentication where the username is your API key and the password is the literal letter X. Jentic stores that API key encrypted in your Jentic One instance and injects it into the basic-auth header at execution time, so the agent never sees the key.

Can I post a reply to a Freshdesk ticket through the API?

Yes. POST to /tickets/{id}/reply with a body and optional cc and attachment fields to add a public reply, or POST to /tickets/{id}/notes for an internal-only note. Both create entries on the ticket conversation thread.

What are the rate limits for the Freshdesk API v2?

Freshdesk applies per-account rate limits that vary with plan tier and typically sit between 100 and 500 requests per minute. The API returns 429 with a Retry-After header when exceeded, so back off and retry on the indicated interval.

How do I open a ticket through Jentic?

Search Jentic for 'create a support ticket', load the POST /tickets schema, and execute with the email, subject, description, status, and priority fields. Jentic injects your Freshdesk API key from the vault into the basic-auth header.

Can I restore a ticket that was deleted by mistake?

Yes. Call PUT /tickets/{id}/restore within the Freshdesk retention window to undo a delete. The ticket reappears with its original conversation thread intact.

Can I limit what my agent is allowed to do with the Freshdesk API?

Yes. Because Jentic One is self-hosted, you set the rules for which Freshdesk operations your agent can call, so you can allow just the ones it needs, such as creating a ticket with POST /tickets, posting a reply with POST /tickets/{id}/reply, or searching with GET /search/tickets. Operations you do not grant, like deleting or updating a ticket, stay off limits until you add them. Your Freshdesk API key is stored encrypted by your own instance and injected at execution time, so the agent never sees it.

Freshdesk API v2

Connect the Freshdesk API v2 to your agent

Capabilities

Start building with Freshdesk API v2 API

Use Cases

Key Endpoints

Why Jentic?

Related APIs

FAQs