# 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](https://kodif.ai/blog/tool/freshdesk/#)

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](https://kodif.ai/blog/tool/freshdesk/#)

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.

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###### 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).

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###### 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

Kodif Chat Widget