Freshdesk API v2
Agent-ready OpenAPI document · curated by JenticCRMCustomer Supportbasic84 EndpointsREST
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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.
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 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.
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.
1
Step 1: Jentic One Host machine
# On the machine that will host your Jentic One instance:
curl -fsSL "https://jentic.com/install.sh?src=apis&api=%2Fapis%2Ffreshdesk.com%2Ffreshdesk" | sh2
Step 2: Agent machine
# On the machine where your agent runs (keep this separate from the instance):
curl -fsSL "https://jentic.com/install.sh?src=apis&api=%2Fapis%2Ffreshdesk.com%2Ffreshdesk" | sh
jentic register # connects your agent to your Jentic One instanceJentic 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
Forward an existing ticket reply chain to a new external recipient
Log time entries against a ticket for billing and reporting
Publish and update knowledge-base solution articles for self-service
Restore a previously deleted ticket within the retention window
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
GET
/search/tickets
Search tickets using query filters
GET
/contacts
List or filter customer contacts
Why Jentic?
What agents get from Jentic-routed access to this vendor.
Setup
Wiring Freshdesk by hand means setting up basic auth with your API key as the username and 'X' as the password, pointing at your own {domain}.freshdesk.com subdomain, and learning the ticket, contact, and search routes yourself. Through Jentic you install once, import Freshdesk from the API Directory, store the API key once, and your agent calls it.
Permission scoping
Freshdesk puts the ticket id in the URL path (/tickets/{id}), so you limit the agent to the operations it needs, such as creating a ticket, posting a reply, or searching tickets. You choose which operations it may call, so deleting or updating tickets is not included unless you add it.
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.
Related APIs
Alternatives and complements available in the Jentic catalogue.
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.
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