Freshdesk - Kodif

Freshdesk

Freshdesk powers ticketing at scale. With KODIF, you can create tickets, merge duplicates, add internal notes, update tags, and fetch tickets by email to coordinate seamless bot‑to‑agent handoffs.

Integration Actions

Freshdesk - Create Ticket

Creates Ticket using Freshdesk. Requires email and category and description and conversation and custom_fields and conversation_id. Returns confirmation of creation, including t... Read More

Creates Ticket using Freshdesk. Requires email and category and description and conversation and custom_fields and conversation_id. Returns confirmation of creation, including the new record’s ID and details.

Freshdesk - Get Tickets By Email

Retrieves Tickets By Email using Freshdesk. Requires email. Returns the requested data record(s) with all available details.

Freshdesk - Merge Tickets

Merge Tickets using Freshdesk. Requires primary_ticket_id and secondary_ticket_id. Returns results based on the executed action.

Freshdesk - Set Ticket Status to Open

Reopens a Freshdesk ticket by changing its status back to Open for continued agent work.

This integration updates an existing Freshdesk ticket’s status to... Read More

Reopens a Freshdesk ticket by changing its status back to Open for continued agent work.

This integration updates an existing Freshdesk ticket’s status to Open (status code 2). Use it when a customer replies to a resolved ticket, when an issue resurfaces, or when you need to reactivate a ticket for further investigation and support work.

Parameters

ticket_id ( String): The unique ID of the Freshdesk ticket to reopen. Example: “2662115”.
status ( Integer): Status code to set (automatically set to 2 for Open status).

Output

Returns the updated ticket with key details including conversation_id, conversation_subject, status, priority, tags, requester_id, responder_id, group_id, timestamps ( created_at, updated_at), SLA dates ( due_by, fr_due_by), and any custom_fields configured for your Freshdesk instance.

Example Output:

{
  "conversation_id": 2847293,
  "conversation_subject": "Payment processing issue with order",
  "status": 2,
  "priority": 2,
  "tags": ["payment_issue", "urgent_review"],
  "requester_id": 67089234567,
  "responder_id": 67045123890,
  "group_id": 67000598234,
  "created_at": "2026-04-12T14:22:18Z",
  "updated_at": "2026-04-12T16:45:33Z",
  "due_by": "2027-01-25T14:22:18Z",
  "fr_due_by": "2026-04-19T14:22:18Z",
  "custom_fields": {
    "cf_issue_type_v2": "Payment Processing",
    "cf_environment": "Production",
    "cf_solution_how_was_it_solved": "Work in Progress"
  }
}

Freshdesk - Update Ticket Tags

Updates ticket tags using Freshdesk. Requires tags and ticket_id. Returns the updated record with the applied changes.

Freshdesk - Update Ticket with Internal Note

Updates Ticket With Internal Note using Freshdesk. Requires ticket_id and additional_information. Returns the updated record with the applied changes.

Configuration Details Coming Soon

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