Freshworks Developer Docs | Use data method

Data method is an interface that the developer platform provides to enable your app to retrieve product data (in the form of JSON payloads).

When an app is initialized successfully, the parent app (Freshdesk) passes a client reference to your app. Your app can use this reference and the developer platform’s data method to retrieve the different objects on the Freshdesk UI, as payloads.

To enable your app to retrieve product data, in the app.js file,

Subscribe to the app.initialized event, through an event listener. When the app is initialized, the parent application passes a client reference to the app.
After app initialization, use the data method - client.data.get(<objectName>) - to retrieve the specified object (<objectName>) from the product UI.

As part of the app logic, your app can process the retrieved payload to derive meaningful results.

This section,

Lists all the objects that can be retrieved by using the data method.
Describes all the attributes of the retrieved object.

Data objects accessible from all pages

These objects are available in all pages of the product UI. Irrespective of the page on which the app is deployed, when you use the data method -client.data.get(<objectName>)- and retrieve these objects, the corresponding payload is retrieved.

An app can retrieve the following objects irrespective of where the app is deployed:

loggedInUser

Use the sample code shown on the right pane > Sample code tab, to retrieve information on the agent logged into the Freshdesk UI.

Attributes of the loggedInUser object

idinteger
Identifier of the agent, auto-generated when the agent’s information is configured in the system.
created_atstring
Timestamp of when the agent’s record was created in the Freshdesk system, specified in the UTC format.
updated_atstring
Timestamp of when the agent’s record is last updated in the Freshdesk system, specified in the UTC format.
availableboolean
Specifies whether the agent is available for ticket assignment.
Possible values: true, false
available_sincestring
Timestamp of since when the agent has been available for ticket assignment.
abilitiesarray of strings
List of the access privileges granted to the agent, specified as an array. For example, create and edit topics, export tickets, and so on.
contactobject
Details of the contact record configured for the agent in the Freshdesk system.
group_idsarray of integers
Identifiers of the groups to which the agent is associated, specified as an array.
occasionalboolean
Specifies whether the agent is an occasional agent or a full-time agent .
Possible values: true, false
role_idsarray of integers
Identifiers of the roles associated with the agent, which determine the access privileges of the agent.
signaturestring
HTML format of the personalized message block appended to the emails/replies that the agent sends.
ticket_scopeinteger
Permission granted to the agent to access the tickets in the Freshdesk system.
Possible values:
1: The agent can access all tickets created in the Freshdesk system.
2: The agent can access tickets assigned to the agent or to the group(s) to which the agent belongs.
3: The agent can only access tickets assigned to the agent.

Sample code

Sample payload

async function getLoggedInUserData() {
  try {
    const data = await client.data.get("loggedInUser");
    // success operation
    // "data" is {loggedInUser: {‘available’: “true”, ... }}
  } catch (error) {
    // failure operation
  }
}

getLoggedInUserData();

domainName

Use the sample code shown on the right pane > Sample code tab, to retrieve the domain name of the business account that uses Freshdesk.

Important:Freshdesk v2 APIs do not support custom CNAMEs. To place successful API calls, use this data method, retrieve the domainName, and construct your API calls using the retrieved domainName.

Sample code

Sample payload

async function getDomainName() {
  try {
    const data = await client.data.get("domainName");
    // success operation
    // "data" is {domainName: "sample.freshdesk.com"}
    console.log(data);
  } catch (error) {
    // failure operation
    console.error(error);
  }
}

getDomainName();

Ticket details page

An app deployed on the Ticket details page can use the client.data.get(<objectName>) data method and retrieve the following objects:

ticket

Use the sample code shown on the right pane > Sample code tab, to retrieve information of a ticket.

Attributes of the ticket object

idinteger
Identifier of the ticket, auto-generated when a ticket is created in the system.
created_atstring
Timestamp of when the ticket was created in the Freshdesk system, specified in the UTC format.
updated_atstring
Timestamp of when the ticket was last updated in the Freshdesk system, specified in the UTC format.
subjectstring
Subject of the ticket created in the Freshdesk system.
descriptionstring
Summary of the issue raised in the ticket, in HTML format.
description_textstring
Summary of the issue raised in the ticket, in plain text format.
statusinteger
Status of the ticket in the Freshdesk system. The default statuses in Freshdesk are,
2: Open
3: Pending
4: Resolved
5: Closed
6: Waiting on customer
7: Waiting on third party
status_typestring
Type of ticket status associated with the ticket.
priorityinteger
Priority assigned to the ticket.
Possible values:
1: Low priority
2: Medium priority
3: High priority
4: Urgent
priority_labelstring
Type of priority assigned to the ticket.
attachmentsarray of objects
Details of the documents attached to the ticket.
to_emailsarray of strings
Additional email addresses that are copied when the ticket is created with email as the source.
cc_emailsarray of strings
Additional email addresses that are copied when the ticket is created with email as the source, specified as an array.
reply_cc_emailsarray of strings
Additional email addresses that an agent adds when replying to a ticket, specified as an array.
fwd_emailsarray of strings
Additional email addresses that an agent adds when forwarding a ticket, specified as an array.
company_idinteger
Identifier of the company to which the contact associated with the ticket belongs.
custom_fieldsarray of objects
Custom field names and corresponding values configured in the Freshdesk system to obtain additional ticket information, specified as a valid JSON object of key (custom field name)-value (custom field’s value) pairs.
due_bystring
Timestamp of when the ticket is to be resolved, specified in the UTC format.
fr_due_bystring
Timestamp of when the first response is due for the ticket, specified in the UTC format.
fr_escalatedboolean
Specifies whether the ticket has been escalated for delay in sending the first response.
Possible values: true, false
is_escalatedboolean
Specifies whether the ticket is escalated for any reason.
Possible values: true, false
email_config_idinteger
Identifier of the customized email address, which is configured to automatically create a new ticket from the email received to the support email.
group_idinteger
Identifier the group to which the ticket is associated.
product_idinteger
Identifier of the product to which the ticket is associated, if an organization has configured multiple products.
requester_idinteger
Identifier of the requester who created the ticket.
responder_idinteger
Identifier of the agent to whom the ticket is assigned.
sourceinteger
Identifies the channel through which the ticket is created. The default channels in Freshdesk and the corresponding values are,
1: Email
2: Portal
3: Phone
4: Forum
5: Twitter
6: Facebook
7: Chat widget in the Freshdesk system
9: Feedback widget in the Freshdesk system
10: Outbound email sent by an agent to the customer
11: E-commerce
In addition to the default sources defined in the Freshdesk system, new channels can be added.
source_typestring
Name of the source that triggered the ticket event.
spamboolean
Specifies whether the ticket is spam.
Possible values: true, false
statsobject
Identifier the group to which the ticket is associated.
tagsarray of strings
Keywords associated with the ticket.
typestring
Category of issue the ticket is addressing. For example, Feature request, Refund, and so on.

Sample code

Sample payload

 async function getTicketDetails() {
  try {
    const data = await client.data.get("ticket");
    // success output
    // data is {ticket: {"subject": "support needed for..",..}}
    console.log(data);
  } catch (error) {
    // failure operation
    console.log(error);
  }
}

getTicketDetails();

contact

Use the sample code shown on the right pane > Sample code tab, to retrieve information of a contact.

Attributes of the contact object

idinteger
Identifier of the contact object, auto-generated when a contact record is created in the Freshdesk system.
created_atstring
Timestamp of when the contact was created in the Freshdesk system, specified in the UTC format.
updated_atstring
Timestamp of when the contact details were last updated in the Freshdesk system, specified in the UTC format.
namestring
Full name of the contact.
emailstring
Email address of the contact specified when the contact information is created in the Freshdesk system.
other_emailsarray of strings
Additional email addresses of the contact.
mobilestring
Mobile phone number of the contact.
phonestring
Official phone number of the contact.
activeboolean
Specifies whether the contact is active in the Freshdesk system. Possible values: true, false
addressstring
Residential address of the contact, as specified in the Freshdesk system.
avatarobject
Details of the image used as the avatar in the company profile.
descriptionstring
Details about the contact, specified when the contact information is created in the Freshdesk system.
is_agentboolean
Specifies whwther the contact is configured as an agent in the Freshdesk system.
Possible values: true, false
job_titlestring
Designation of the contact in the company to which the contact belongs.
languagestring
Primary language of the contact, in the ISO-639 code.
other_companiesarray of objects
Additional companies associated with the contact.
tagsarray of strings
Keywords associated with a contact. The keywords help to filter a subset of contacts from all contacts in the system.
time_zonestring
Time zone to which the contact belongs, in an easily consumable (RAILS timezone.name) format.
twitter_idstring
Identifier of the contact’s twitter account.
view_all_ticketsboolean
Specifies whether the contact can view all the tickets associated with the company.
Possible values: true, false

Sample code

Sample payload

async function getContactData() {
  try {
    const data = await client.data.get("contact");
    // Success output
    // data: {contact: {"active": true, ...}}
    console.log(data);
  } catch (error) {
    // Failure operation
    console.log(error);
  }
}

getContactData();

email_config

Use the sample code shown on the right pane > Sample code tab, to retrieve a list of email configurations for a user.

Note:You can retrieve up to 100 email-configs using the data method.

Attributes of the email_config object

idinteger
Identifier of the customized email address, which is configured to automatically create a new ticket from the email received to the support email.
replyEmailstring
Email address used when replying to an email.
namestring
Full name of the contact.
toEmailstring
Forwarding email address of the email_config object.
primaryRoleboolean
Specifies whether the email in the email_config object is marked as primary in Admin -> Email Settings. Possible values: true, false
groupIdinteger
Identifier the group to which the ticket is associated.
productIdinteger
Identifier of the product to which the ticket is associated, if an organization has configured multiple products.

Sample code

Sample payload

async function getEmailConfig() {
  try {
    const data = await client.data.get("email_config");
    console.log("Success output", data);
    // process the data here
  } catch (error) {
    console.log("Error:", error);
    // handle the error here
  }
}

getEmailConfig();

requester

Use the sample code shown on the right pane > Sample code tab, to retrieve information of a requester.

Attributes of the requester object

idinteger
Identifier of the requester object, auto-generated when a new requester is added to the Freshdesk system.
created_atstring
Timestamp of when the requester object was created in the Freshdesk system, specified in the UTC format.
updated_atstring
Timestamp of when the requester object was last updated in the Freshdesk system, specified in the UTC format.
namestring
Full name of the requester.
emailstring
Email address of the requester specified when the requester information is created in the Freshdesk system.
other_emailsarray of strings
Additional email addresses of the requester.
mobilestring
Mobile phone number of the requester.
phonestring
Official phone number of the requester.
activeboolean
Specifies whether the requester is active in the Freshdesk system. Possible values: true, false
addressstring
Residential address of the requester, as specified in the Freshdesk system.
avatarobject
Details of the image used as the avatar.
descriptionstring
Details about the requester, specified when the requester information is created in the Freshdesk system.
is_agentboolean
Specifies whether the requester is configured as an agent in the Freshdesk system.
Possible values: true, false
job_titlestring
Designation of the contact in the company to which the contact belongs.
languagestring
Primary language of the requester, in the ISO-639 code.
other_companiesarray of objects
Additional companies associated with the contact.
tagsarray of strings
Keywords associated with a requester. The keywords help to filter a subset of contacts from all contacts in the system.
time_zonestring
Time zone to which the requester belongs, in an easily consumable (RAILS timezone.name) format.
twitter_idstring
Identifier of the requester’s twitter account.
view_all_ticketsboolean
Specifies whether the requester can view all the tickets associated with the company.
Possible values: true, false

company

Use the sample code shown on the right pane > Sample code tab, to retrieve information of a company.

Attributes of the company object

idinteger
Identifier of the company object, auto-generated when a company record is created in the Freshdesk system.
namestring
Registered name of the company that is specified when creating a company or contact in Freshdesk system.
avatarstring
Details of the image used as the avatar in the company profile.
view_all_ticketsboolean
Specifies whether the contact can view all the tickets associated with the company.
Possible values: true, false

Sample code

Sample payload

async function getCompanyData() {
  try {
      const data = await client.data.get("company");
      console.log("Success output");
      console.log(data);
      // further processing of data
  } catch (error) {
      console.log("Failure operation");
  }
}

getCompanyData();

group

Use the sample code shown on the right pane > Sample code tab, to retrieve information of the agent group.

Attributes of the group object

idinteger
Identifier of the group object, auto-generated when a new agent group is configured in the Freshdesk system.
namestring
Name of the group.
agent_idsarray of integers
Identifiers of the agents associated with the group, specified as an array.

Sample code

Sample payload

async function getGroupData() {
  try {
    const data = await client.data.get("group");
    console.log(data);
    //Success output
    //data: {group: {"id": 2, ...}}
  } catch (error) {
    // failure operation
    console.log(error);
  }
}

getGroupData();

<field-name>_options

Use the sample code shown on the right pane to retrieve all configured options (field values) of the following drop-down fields.

For both custom and default drop-down fields, you can retrieve the options by adding the suffix _options to the field name and using it as the objectName in the client.data.get(<objectName>) data method. This returns an array of the field values.

Note:You can retrieve the field values available on Ticket details page only.

Field name	Syntax
Status	client.data.get("status_options")
Priority	client.data.get("priority_options")
Type	client.data.get("ticket_type_options")
Custom Field	client.data.get("customfield_options")

Sample code

async function getStatusOptions() {
  try {
    const data = await client.data.get("status_options");
    console.log(data);
    //Success output
    //data: {status_options: ["open","resolved","closed","pending"]}
  } catch (error) {
    // failure operation
    console.log(error);
  }
}

getStatusOptions();

time_entry

Use the sample code shown on the right pane > Sample code tab, to retrieve the time entry details of an agent.

Attributes of the time_entry object

time_entriesarray of objects
Details of the time logs entered for the ticket in the Freshdesk system.

Sample code

Sample payload

async function getTimeEntries() {
  try {
    const data = await client.data.get("time_entry");
    console.log(data);
    //Success output
    //data: {"time_entry": {"time_entries": [{ ...}]
  } catch (error) {
    // failure operation
    console.log(error);
  }
}

getTimeEntries();

New ticket page

An app deployed on the New ticket page can use the client.data.get(<objectName>) data method and retrieve the following object:

<field-name>_options

<field-name>_options

Use the sample code shown on the right pane to retrieve all configured options (field values) of the following drop-down fields.

Note:You can retrieve the field values available on the New ticket page only.

Field name	Syntax
Status	client.data.get("status_options")
Priority	client.data.get("priority_options")
Type	client.data.get("ticket_type_options")
Custom Field	client.data.get("customfield_options")

Sample code

async function getStatusOptions() {
  try {
    const data = await client.data.get("status_options");
    console.log(data);
    //Success output
    //data: {status_options: ["open","resolved","closed","pending"]}
  } catch (error) {
    // failure operation
    console.log(error);
  }
}

getStatusOptions();

New email page

An app deployed on the New email page can use the client.data.get(<objectName>) data method and retrieve the following objects:

email_config

Use the sample code shown on the right pane > Sample code tab, to retrieve a list of email configurations for a user.

Note:You can retrieve up to 100 email-configs using the data method.

Attributes of the email_config object

idinteger
Identifier of the customized email address, which is configured to automatically create a new ticket from the email received to the support email.
replyEmailstring
Email address used when replying to an email.
namestring
Full name of the contact.
toEmailstring
Forwarding email address of the email_config object.
primaryRoleboolean
Specifies whether the email in the email_config object is marked as primary in Admin -> Email Settings.
Possible values: true, false
groupIdinteger
Identifier the group to which the ticket is associated.
productIdinteger
Identifier of the product to which the ticket is associated, if an organization has configured multiple products.

Sample code

Sample payload

async function getEmailConfig() {
  try {
    const data = await client.data.get("email_config");
    console.log("Success output", data);
    // process the data here
  } catch (error) {
    console.log("Error:", error);
    // handle the error here
  }
}

getEmailConfig();

<field-name>_options

Use the sample code shown on the right pane to retrieve all configured options (field values) of the following drop-down fields.

Note:You can retrieve the field values available on the New email page only.

Field name	Syntax
Status	client.data.get("status_options")
Priority	client.data.get("priority_options")
Type	client.data.get("ticket_type_options")
Custom Field	client.data.get("customfield_options")

Sample code

async function getStatusOptions() {
  try {
    const data = await client.data.get("status_options");
    console.log(data);
    //Success output
    //data: {status_options: ["open","resolved","closed","pending"]}
  } catch (error) {
    // failure operation
    console.log(error);
  }
}

getStatusOptions();

Contact details page

An app deployed on the Contact details page can use the client.data.get(<objectName>) data method and retrieve the following objects:

contact

Use the sample code shown on the right pane > Sample code tab, to retrieve information of a contact in the contact details page.

Attributes of the contact object

idinteger
Identifier of the contact object, auto-generated when a contact record is created in the Freshdesk system.
created_atstring
Timestamp of when the contact was created in the Freshdesk system, specified in the UTC format.
updated_atstring
Timestamp of when the contact details were last updated in the Freshdesk system, specified in the UTC format.
namestring
Full name of the contact.
emailstring
Email address of the contact specified when the contact information is created in the Freshdesk system.
other_emailsarray of strings
Additional email addresses of the contact.
mobilestring
Mobile phone number of the contact.
phonestring
Official phone number of the contact.
activeboolean
Specifies whether the contact is active in the Freshdesk system. Possible values: true, false
addressstring
Residential address of the contact, as specified in the Freshdesk system.
avatarobject
Details of the image used as the avatar in the company profile.
descriptionstring
Details about the contact, specified when the contact information is created in the Freshdesk system.
is_agentboolean
Specifies whether the contact is configured as an agent in the Freshdesk system.
Possible values: true, false
job_titlestring
Designation of the contact in the company to which the contact belongs.
languagestring
Primary language of the contact, in the ISO-639 code.
other_companiesarray of objects
Additional companies associated with the contact.
tagsarray of strings
Keywords associated with a contact. The keywords help to filter a subset of contacts from all contacts in the system.
time_zonestring
Time zone to which the contact belongs, in an easily consumable (RAILS timezone.name) format.
twitter_idstring
Identifier of the contact’s twitter account.
view_all_ticketsboolean
Specifies whether the contact can view all the tickets associated with the company.
Possible values: true, false

company

Use the sample code shown on the right pane > Sample code tab, to retrieve information of a company in the contact details page.

Attributes of the company object

idinteger
Identifier of the company object, auto-generated when a company record is created in the Freshdesk system.
namestring
Registered name of the company that is specified when creating a company or contact in Freshdesk system.

Sample code

Sample payload

async function getCompanyDetails() {
  try {
    const data = await client.data.get("company");
    console.log(data);
    //Success output
    //data: {company: {"name": "Acme Corporation", ...}}
  } catch (error) {
    // failure operation
    console.log(error);
  }
}

getCompanyDetails();

Tutorials

Sample apps

Guides

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Assist catalog

Events

Use data method

Data objects accessible from all pages

loggedInUser

domainName

Ticket details page

ticket

contact

email_config

requester

company

group

<field-name>_options

time_entry

New ticket page

<field-name>_options

New email page

email_config

<field-name>_options

Contact details page

contact

company

Tutorials

Sample apps

Guides

Blogs

Assist catalog

Events

Use data methodOn this page

Data objects accessible from all pages

loggedInUser

domainName

Ticket details page

ticket

contact

email_config

requester

company

group

<field-name>_options

time_entry

New ticket page

<field-name>_options

New email page

email_config

<field-name>_options

Contact details page

contact

company

Use data method