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.

Quickstart

Get started with Freshdesk API v2 in minutes using your preferred integration method.

# Add to your MCP client config (Claude Desktop, Cursor, Windsurf)
{
  "jentic": {
    "url": "https://api.jentic.com/mcp",
    "auth": "oauth"
  }
}

# Then ask your agent:
"create a support ticket"

# → Jentic returns the GET /events tool with parameter schema, agent executes.

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

Forward an existing ticket reply chain to a new external recipient

Log time entries against a ticket for billing and reporting

GET STARTED

Start building with Freshdesk API v2 API

Explore with Jentic

View OpenAPI Document

Use for: Open a high-priority support ticket for a billing issue, Post a public reply to an existing Freshdesk ticket, Search Freshdesk tickets created in the last 24 hours, List all contacts belonging to a given company

Not supported: Does not handle live chat sessions, telephony, or marketing automation — use for helpdesk ticketing, contacts, knowledge base, and time tracking only.

Jentic publishes the only available OpenAPI document for Freshdesk API v2, keeping it validated and agent-ready.

Jentic publishes the only available OpenAPI specification for Freshdesk API v2, keeping it validated and agent-ready. Freshdesk's helpdesk API exposes tickets, conversations, contacts, companies, agents, groups, time entries, satisfaction ratings, solutions articles, and canned responses across 84 endpoints. Tickets and contacts have full CRUD plus search, while solutions and canned responses cover the knowledge-base side of the helpdesk. The API uses HTTP basic auth where the username is your API key and the password is X.

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 though Jentic?

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

Credential isolation

Freshdesk basic-auth API keys are stored encrypted in the Jentic MAXsystem vault. Agents receive scoped execution tokens, and the raw API key is injected into the Authorization header only at execution time.

Intent-based discovery

Agents search 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 shape without docs.

Time to first call

Direct Freshdesk integration: 1-3 days for auth, ticket creation, reply threading, and error handling. Through Jentic: under an hour — search, load, execute.

Related APIs

Alternatives and complements available in the Jentic catalogue.

Alternative

Zendesk

Larger helpdesk platform with a similar ticket and contact model

Choose Zendesk when the agent needs deeper macros, triggers, and explore-style reporting than Freshdesk exposes

Alternative

Intercom

Conversational support platform with messenger-first ticketing

Choose Intercom when the primary channel is in-app chat rather than email-driven helpdesk tickets

Alternative

Help Scout

Email-centric helpdesk with a lighter feature set

Choose Help Scout when the agent only needs shared inbox and customer profile management without Freshdesk's broader features

Alternative

Kayako

Multi-channel customer service platform

Choose Kayako when the team is already on Kayako and needs unified conversations across channels

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 at https://app.jentic.com/sign-up.

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 the MAXsystem vault 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.