Technical Setup & API Overview

REST API

Freshdesk provides a comprehensive REST API for managing tickets, contacts, agents, and conversations programmatically.

# Create a ticket via API
curl -v -u your_api_key:X \
  -H "Content-Type: application/json" \
  -X POST \
  -d '{"subject":"Server Down","description":"Web server is down","email":"user@example.com","priority":2,"status":2}' \
  'https://yourdomain.freshdesk.com/api/v2/tickets'

Key API Endpoints

GET /api/v2/tickets — List and filter tickets
POST /api/v2/tickets — Create a new ticket
PUT /api/v2/tickets/:id — Update ticket fields, status, or priority
GET /api/v2/contacts — Retrieve customer contact records
POST /api/v2/conversations — Add replies or notes to tickets

Webhook & Event Integration

Freshdesk supports webhooks to trigger external workflows on ticket events (created, updated, resolved). These can be paired with tools like Zapier or custom middleware.

Freddy AI Configuration

Freddy AI Agents are configured via the Freshdesk Admin panel using prebuilt or custom agentic workflow templates.
AI Copilot is automatically available to agents within the ticket workspace — no additional SDK required.
Freddy AI Insights integrates with the reporting dashboard and can surface anomalies or SLA breaches proactively.

Authentication

API uses HTTP Basic Auth with your API key as the username and X as the password. OAuth 2.0 is supported for third-party app integrations.