Freshworks Developer Platform Docs

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onAgentCreate

When an agent is created in the Freshdesk system, the onAgentCreate event is triggered and the registered callback method is executed.

Subscribe to the onAgentCreate event and register the callback by using the following sample manifest.json content.

manifest.json

"events": {
      "onAgentCreate": {
        "handler": "onAgentCreateCallback"
      }
}

Define the corresponding callback by using the following sample server.js content:

server.js

exports = {
      onAgentCreateCallback: function(payload) {
        console.log("Logging arguments from onAgentCreate event: " + JSON.stringify(payload));
      }
}

Attributes of the data object

actorobject
Information pertaining to the entity who triggered the onAgentCreate event in the Freshdesk system.
- account_idinteger
  Identifier of the organization’s Freshdesk account, auto-generated when the account is configured.
- activeboolean
  Specifies whether the actor is active in the Freshdesk system.
  Possible values: true, false
- addressstring
  Residential address of the actor, as specified in the Freshdesk system. If the actor is the Freshdesk system, this value is null.
- blockedboolean
  Specifies whether the actor is blocked in the Freshdesk system, for exceeding the number of login attempts.
  Possible values: true, false
- blocked_atstring
  Timestamp of when the actor was blocked from accessing the Freshdesk system due to multiple failed login attempts, specified in the UTC format.
  If the actor is the Freshdesk system, this attribute value is null.
- citystring
  Name of the city where the actor is located.
  This attribute contains a non-null value only if the actor (type: agent) is an Account administrator who has subscribed for the Freshdesk plan by providing their credentials for billing.
- company_idstring
  Identifier of the company to which the actor belongs, auto-generated when a new company record is created in the Freshdesk system.
  For onCompanyCreate, this attribute value is null.
- countrystring
  Name of the country where the actor is located.
  This attribute contains a non-null value only if the actor (type: agent) is an Account administrator who has subscribed for the Freshdesk plan by providing their credentials for billing.
- created_atstring
  Timestamp of when the actor’s record was created in the Freshdesk system, specified in the UTC format.
  If the actor is the Freshdesk system, this value is null.
- current_login_atstring
  Timestamp of when the actor logged in to the Freshdesk system or Customer Support Portal to trigger the product event, specified in the UTC format.
- current_login_ipstring
  IP address from which the actor triggered the product event.
  If the actor is the Freshdesk system, this attribute value is null.
- customer_idstring
  Identifier of the end user/contact/requester who triggered the product event.
  Note:Any person using an organization’s Customer Support Portal is the end user. Any end user who raises a ticket in the Customer Support Portal is a requester. Any person whose contact information is stored in the Freshdesk system is a contact/customer.
  For onAgentCreate and onAgentUpdate, this attribute value is null.
- deletedboolean
  Specifies whether the actor was previously part of the Freshdesk system and the actor’s record was deleted from the Freshdesk system.
  This attribute is true, only for actors who are requestors using the Customer Support Portal and whose contact does not exist in the Freshdesk system.
  Possible values: true, false
- deleted_atstring
  Timestamp of when the actor’s record was deleted from the Freshdesk system, specified in the UTC format.
  This attribute contains a valid value, only for actors who are requesters using the Customer Support Portal and whose contact does not exist in the Freshdesk system.
- descriptionstring
  Meaningful description about the actor, specified when the actor information is created in the Freshdesk system.
  If the actor is an agent or the Freshdesk system, this attribute value is null.
- emailstring
  Email address of the actor.
  If the actor is the Freshdesk system, this attribute value is null.
- extnstring
  Work phone number extension of the actor.
- failed_login_countinteger
  Number of times the actor attempts to login and fails. Multiple, incorrect login attempts trigger the security protocol and lock the actor out of the Freshdesk account.
  If the actor is the Freshdesk system, this attribute value is null.
- fb_profile_idstring
  If an organization’s Freshdesk system is integrated with Facebook, when a post or comment with specific keywords is posted in Facebook, the post is converted into a ticket in the Freshdesk system. This conversion triggers certain product events.
  fb_profile_id is the identifier of the account whose post in Facebook triggered the product event.
- first_namestring
  Business name of the actor.
  If the actor is the Freshdesk system, this attribute value is null.
- helpdesk_agentboolean
  Specifies whether an agent triggered the product event.
  Possible values: true, false
- idinteger
  Identifier of the actor who triggered the product event.
  If the actor is an agent, the id value is the agent’s id that is auto-generated when the agent’s information is configured in the Freshdesk system.
  If the actor is a contact/end user/customer, the id value is the contact or user’s id that is auto-generated when the contact’s information is configured in the Freshdesk system.
  If the actor is the Freshdesk system, the id value is null.
- import_idstring
  Contacts’ records can be imported through a CSV file, in bulk, into the Freshdesk system. The import_id attribute is the identifier of the import task that creates the actor in the Freshdesk system.
  If the actor is an agent or the Freshdesk system, this attribute value is null.
- job_titlestring
  Designation of the actor in the actor’s organization or company.
  If the actor is the Freshdesk system, this attribute value is null.
- languagestring
  Primary language of the actor, in the ISO-639 code. If the actor is the Freshdesk system, this attribute value is null.
- last_login_atstring
  Timestamp of when the actor last logged in to the Freshdesk system or Customer Support Portal, specified in the UTC format.
- last_login_ipstring
  IP address of the actor’s previous login before the login that triggered the product event.
- last_namestring
  Surname of the actor.
  If the actor is the Freshdesk system, this attribute value is null.
- last_seen_atstring
  Timestamp of when the actor was last active in the Freshdesk system, specified in the UTC format.
- login_countinteger
  Number of successful logins to the Freshdesk system or Customer Support Portal.
- mobilestring
  Mobile phone number of the actor.
  If the actor is the Freshdesk system, this attribute value is null.
- namestring
  Full name of the actor.
  If the actor is the Freshdesk system, this attribute value is null.
- org_agent_idstring
  If the actor is an agent, this attribute value is the organization-level identifier of the agent.
  If the actor is an end user/contact or the Freshdesk system, this attribute value is null.
- org_contact_idstring
  If the actor is an end user/contact in the Freshdesk system, this attribute value is the organization-level identifier of the contact.
  If the actor is an agent or the Freshdesk system, this attribute value is null.
- other_company_idsarray of strings
  In the Freshdesk system, a contact can be associated with multiple companies. other_company_ids are the identifiers of all companies the contact is associated with.
  If the actor is an agent or the Freshdesk system, this attribute value is an empty array.
- other_emailsarray of strings
  Additional email addresses of the actor.
  If the actor is the Freshdesk system, this attribute value is null.
- parent_idinteger
  If the product event is triggered as a result of the actor raising a ticket in the freshdesk system, parent_id is the identifier of the parent ticket raised. Sub/child tickets can be created for a parent ticket, to increase an organization’s help desk performance.
- phonestring
  Official phone number of the actor.
  If the actor is the Freshdesk system, this attribute value is null.
- posts_countinteger
  Number of posts that the actor has published in the organization’s forum in the agent portal or Customer Support Portal.
  If the actor is the Freshdesk system, this value is null.
- preferencesobject
  Preferences of the agent when using the Freshdesk system and parameters that indicate the deletion status of an ex-agent who is now a user.
  agent_preferencesobject
  Preferences of the agent when using the Freshdesk system. If the actor is an end user/contact or the Freshdesk system, all child attribute values are null.
  falcon_uiboolean
  Specifies whether the agent is using an updated version of the Freshdesk user interface.
  Possible values: true, false
  field_serviceobject
  Preference of the agent to use the scheduling dashboard with real data.
  dismissed_sample_scheduling_dashboardboolean
  If true, specifies that the agent dismissed the sample scheduling dashboard and preferred to view real time data in the dashboard.
  Possible values: true, false
  focus_modeboolean
  Specifies whether the agent has enabled the focus mode in the agent’s profile settings, to queue tickets for fast resolution.
  Possible values: true, false
  notification_timestampstring
  Timestamp of when the actor received the last notification from the Freshdesk system. This attribute value is null, if the actor hasn’t received any notification from the system.
  search_settingsobject
  Search preferences of the agent, set my navigating to Search > Settings in the Freshdesk system.
  ticketsobject
  Search preferences set for tickets.
  include_attachment_namesboolean
  Specifies whether to look for the search keywords in the attachment file names, when searching for tickets.
  Possible values: true, false
  include_descriptionboolean
  Specifies whether to search for keywords in the ticket description.
  Possible values: true, false
  include_notesboolean
  Specifies whether to search for keywords in the notes and replies.
  Possible values: true, false
  include_other_propertiesboolean
  Specifies whether to search for keywords in ticket properties.
  Possible values: true, false
  include_subjectboolean
  Specifies whether to search for keywords in the ticket subject.
  Possible values: true, false
  shortcuts_enabledboolean
  Specifies whether the agent has enabled Keyboard shortcuts in the agent’s profile settings. These shortcuts can be used to perform repetitive tasks quickly.
  Possible values: true, false
  shortcuts_mappingarray of strings
  Keyboard shortcuts that the agent predominantly uses.
  undo_sendboolean
  Specifies whether the agent has enabled the Undo Send option. If this option is enabled, the agent can use the Undo Send button within 10 seconds of replying, to stop and recall the email that is sent accidentally.
  Possible values: true, false
  password_expiry_datestring
  Date by when the password set by the actor expires.
  user_preferencesobject
  Parameters that specify the deletion status of an actor who is disabled/deleted as an agent but is still in the Freshdesk system as an end user/contact.
  agent_deleted_foreverboolean
  Specifies whether the agent credentials of the user have been deleted permanently from the Freshdesk system.
  Possible values: true, false
  marked_for_hard_deleteboolean
  Specifies whether an agent has been marked for permanent deletion internally in the Freshdesk system. When a hard delete request comes in, the Freshdesk system marks the record for hard deletion, performs mandatory checks, and only then deletes the record.
  Possible values: true, false
  was_agentboolean
  If the actor is an end user/contact, was_agent specifies whether the actor was previously registered as an agent in the Freshdesk system.
  Possible values: true, false
- privilegesstring
  The roles associated with an agent determine the access privileges of the agent. If the actor is an agent, the privileges attribute value is a string identifying the set of privileges for the agent.
  If no role is specified, the default privileges of an Agent role is associated with the agent.
  If the actor is not an agent, this attribute value is null.
- sanitized_mobilestring
  Mobile phone number of the agent or end user/contact, verified and sanitized (formatted to a specific standard) when the agent or contact record is created in the Freshdesk system.
  If the actor is the Freshdesk system, this attribute value is null.
- sanitized_phonestring
  Verified and sanitized (formatted to a specific standard) official phone number of the agent or end user/contact.
  If the actor is the Freshdesk system, this attribute value is null.
- second_emailstring
  Secondary email address of the actor.
  If the actor is the Freshdesk system, this attribute value is null.
- statestring
  Name of the province where the actor is located.
  This attribute contains a non-null value only if the actor (type: agent) is an Account administrator who has subscribed for the Freshdesk plan by providing their credentials for billing.
- tagsarray of strings
  Keywords associated with a contact/end user/customer. The keywords help to filter a subset of contacts from all contacts in the system.
  If the actor is an agent or the Freshdesk system, this attribute value is an empty array.
- time_zonestring
  Time zone to which the actor belongs, in an easily consumable (RAILS timezone.name) format.
  If the actor is the Freshdesk system, this attribute value is null.
- timezonestring
  Time zone to which the actor belongs, in the Area/Location format.
  If the actor is the Freshdesk system, this attribute value is null.
- twitter_idstring
  Twitter ID of the actor.
  If the actor is an agent or the Freshdesk system, this attribute value is null.
- typestring
  Specifies if it is an agent, end user/contact/customer, or the Freshdesk system that triggered the product event.
  Possible values: true, false
- unique_external_idstring
  Contact’s identifier in an external system. This identifier helps to connect an end user/contact/customer in the Freshdesk system to the contact’s details in all other systems in the organization.
  If the actor is an agent or the Freshdesk system, this attribute value is null.
- updated_atstring
  Timestamp of when the actor’s record is last updated in the Freshdesk system, specified in the UTC format.
  If the actor is the Freshdesk system, this attribute value is null.
- user_rolestring
  If the actor is an end-user/contact, user_role contains a value that the Freshdesk system uses for internal purposes.
  If the actor is an agent or the Freshdesk system, this attribute value is null.
- visitor_idstring
  If an organization’s Freshdesk system is integrated with compatible social channels, when a post or comment with specific keywords is posted in the social channel, the post is converted into a ticket in the Freshdesk system. This conversion triggers certain product events.
  vistior_id is the identifier of the visitor whose post in a social channel triggered the product event.
- whitelistedboolean
  Specifies whether the domain from which the actor triggered the product event is whitelisted in the Freshdesk system.
  For more information, see domain whitelisting.
  If the actor is the Freshdesk system, this attribute value is false.
  Possible values: true, false
agentobject
Information pertaining to an agent in the Freshdesk system.
- account_idinteger
  Identifier of the organization’s Freshdesk account, auto-generated when the account is configured.
- activeboolean
  Specifies whether the agent is active in the Freshdesk system.
  Possible values: true, false
- active_sincestring
  Timestamp of since when the agent has been active in the Freshdesk system.
  For onAgentCreate, this attribute value is null.
- addressstring
  Residential address of the agent (field technician), as specified in the Freshdesk system.
  If a contact in the Freshdesk system is converted into a field technician, the address entered for the contact is available as the field technician’s address.
  For onAgentCreate, this attribute value is null.
- agent_typeobject
  Details of the profile type of the agent.
  idinteger
  Identifier of the agent type object, auto-generated when the profile type is configured in the Freshdesk system.
  namestring
  Name of the profile type associated with the agent.
  Possible values:
  support_agent: An agent of this type is part of the organization’s core support team and can handle tickets in the Freshdesk system.
  field technician: An agent of this type are experts who help with operations (field management) outside the organization.
  collaborator: An agent of this type is external to the support team but is tagged for inputs that will help resolve tickets.
- availableboolean
  If true, specifies that the agent has set the agent’s availability to the on state, in the Freshdesk mobile app.
  For onAgentCreate, this attribute value is null.
- blockedboolean
  Specifies whether the agent is blocked in the Freshdesk system, for exceeding the number of login attempts.
  Possible values: true, false.
- blocked_atstring
  Timestamp of when the agent was blocked from accessing the Freshdesk system due to multiple failed login attempts, specified in the UTC format.
  For onAgentCreate, this attribute value is null.
- contribution_groupsarray of strings
  Identifier of the service groups to which the agent is associated, specified as an array. Service group agents are field technicians who help with field service management.
  For onAgentCreate, this attribute value is null.
- created_atstring
  Timestamp of when the agent’s record was created in the Freshdesk system, specified in the UTC format.
- current_login_atstring
  Timestamp of when the agent logged in to the Freshdesk system or Customer Support Portal, specified in the UTC format.
  For onAgentCreate, this attribute value is null.
- current_login_ipstring
  IP address from which an agent has logged in to the Freshdesk system.
  For onAgentCreate, this attribute value is null.
- customer_idstring
  Identifier of the end user/contact/requester who triggered the product event. Note:Any person using an organization’s Customer Support Portal is the end user. Any end user who raises a ticket in the Customer Support Portal is a requester. Any person whose contact information is stored in the Freshdesk system is a contact/customer. For onAgentCreate, this attribute value is null.
- deletedboolean
  Specifies whether the agent’s record was deleted from the Freshdesk system.
  Possible values: true, false
  For onAgentCreate and onAgentUpdate, this attribute value is false.
- deleted_atstring
  Timestamp of when the agent’s record was deleted from the Freshdesk system, specified in the UTC format.
  For onAgentCreate this attribute value is null.
- deltaboolean
  Possible values: true, false
- descriptionstring
  Meaningful description about the agent (field technician).
  If a contact in the Freshdesk system is converted into a field technician, the description entered for the contact is available as the field technician’s description.
  For onAgentCreate this attribute value is null.
- emailstring
  Email address of the agent.
- failed_login_countinteger
  Number of times an agent attempts to login and fails. Multiple, incorrect login attempts trigger the security protocol and lock the agent out of the Freshdesk account.
- fb_profile_idstring
  Facebook account ID of the agent (as set in the Neo Admin Center).
  For onAgentCreate this attribute value is null.
- freshid_uuidinteger
  Universally unique identifier of the agent across Freshworks’ master record.
- groupsarray of integers
  Identifier of the support groups to which the agent is associated, specified as an array. Support group agents only handle tickets.
  For onAgentCreate this attribute value is null.
- helpdesk_agentboolean
  Specifies whether the details mentioned in this payload are that of an agent whose record is available in the Freshdesk system.
  Possible values: true, false
  For onAgentCreate this attribute value is false.
- idinteger
  Identifier of the agent object, auto-generated when the agent’s information is configured in the Freshdesk system.
- import_idstring
  Contacts’ records can be imported through a CSV file, in bulk, into the Freshdesk system. The import_id attribute is the identifier of the import task that creates the contact in the Freshdesk system.
  If a contact in the Freshdesk system is converted into a field technician (agent), the import_id associated with the contact is available as the field technician’s import_id.
- job_titlestring
  Designation of the agent (as set in the Neo Admin Center).
- last_active_atstring
  Timestamp of when the agent's status was last active.
- last_login_atstring
  Timestamp of when the agent last logged in to the Freshdesk system or Customer Support Portal, specified in the UTC format.
  For onAgentCreate this attribute value is null.
- last_login_ipstring
  IP address of the agent’s previous login.
  For onAgentCreate this attribute value is null.
- last_seen_atstring
  Timestamp of when the agent was last active in the Freshdesk system, specified in the UTC format.
  For onAgentCreate this attribute value is null.
- login_countinteger
  Number of successful logins to the Freshdesk system or Customer Support Portal.
- mobilestring
  Mobile phone number of the agent.
- namestring
  Full name of the agent.
- occassionalboolean
  Specifies whether the agent is an occasional agent or a full-time agent.
  Possible values: true, false
- parent_idinteger
  Identifier of the parent ticket raised. Sub/child tickets can be created for a parent ticket, to increase an organization’s help desk performance.
- phonestring
  Official phone number of the agent.
- pointsinteger
  If an organization enables Freshdesk arcade, agents can compete for productivity awards in a gamified fashion.
  Points are the award points that an agent has earned in the Freshdesk arcade.
  For onAgentCreate this attribute value is null.
- posts_countinteger
  Number of posts that the agent has published in the organization’s forum in the agent portal or Customer Support Portal.
- preferencesobject
  Preferences of the agent when using the Freshdesk system and parameters that indicate the deletion status of an ex-agent who is now a user.
  agent_preferencesobject
  Preferences of the agent when using the Freshdesk system.
  For onAgentCreate, the object’s attribute values are default values or null.
  user_preferencesobject
  This set of attributes are present in the payload for backward compatibility. All user_preferences.attribute values in this payload are default values or null.
- privilegesobject
  Attribute used only for internal purposes string The roles associated with an agent determine the access privileges of the agent.
  If no role is specified, the default privileges of an Agent role is associated with the agent.
- sanitized_mobilestring
  Mobile phone number of the agent, verified and sanitized (formatted to a specific standard) when the agent record is created in the Freshdesk system.
- sanitized_phonestring
  Verified and sanitized (formatted to a specific standard) official phone number of an agent.
- scoreboard_level_idstring
  If an organization enables Freshdesk arcade, agents can compete for productivity awards in a gamified fashion. Scoreboard levels are pre-configured levels (such as, Beginner, Intermediate, Professional, Expert, Master, or Guru) to which an agent can reach if the agent scores a minimum number of points.
  scoreboard_level_id is the identifier of the agent’s level. The identifier is a system generated value that is associated with the levels.
  For onAgentCreate this attribute value is null.
- second_emailstring
  Secondary email address of the agent.
  For onAgentCreate this attribute value is null.
- signaturestring
  Text format of the personalized message block appended to the emails/replies that the agent sends.
  For onAgentCreate this attribute value is null.
- signature_htmlstring
  HTML format of the personalized message block appended to the emails/replies that the agent sends.
  For onAgentCreate this attribute value is null.
- status_idstring
  When admins configure groups, if they enable Automatic ticket assignment for the group, the admins can choose to either let agents set their availability status or centrally manage agent availability.
  In scenarios where agents are allowed to set their status, status_id is the identifier of the status (Set automatic ticket assignment on, Set automatic ticket assignment off, or Out of office). The identifier is a system-generated unique identifier of the status.
- status_updated_atstring
  Timestamp of when the agent last updated the status.
  For onAgentCreate this attribute value is null.
- ticket_permissionobject
  Details of the permission granted to the agent to access the tickets in the Freshdesk system.
  idinteger
  Identifier of the ticket permission object, auto-generated when a possible permission level is configured in the Freshdesk system.
  permissionstring
  Permitted level of access the agent has to the tickets created in the Freshdesk system.
  Possible values:
  all_tickets (string): The agent can access all tickets created in the Freshdesk system.
  subjective_tickets (string): The agent can access tickets assigned to the agent or to the group(s) to which the agent belongs.
  restricted_tickets (string): The agent can only access tickets assigned to the agent.
  For onAgentCreate this attribute value is null.
- time_zonestring
  Time zone to which the agent belongs, in an easily consumable (RAILS timezone.name) format.
- timezonestring
  Time zone to which the agent belongs, in the Area/Location format.
- twitter_idstring
  Twitter handle of the agent (as set in the Neo Admin Center)
  For onAgentCreate this attribute value is null.
- unique_external_idstring
  Contact’s identifier in an external system. This identifier helps to connect an end user/contact/customer in the Freshdesk system to the contact’s details in all other systems in the organization.
  If a contact in the Freshdesk system is converted into a field technician (agent), the unique_external_id associated with the contact is available as the field technician’s unique_external_id.
- updated_atstring
  Timestamp of when the agent's record is last updated in the Freshdesk system, specified in the UTC format.
  For onAgentCreate this attribute value is null.
- user_created_atstring
  Timestamp of when the user’s record was created in the Freshdesk system, specified in the UTC format.
- user_idinteger
  Identifier of the agent’s corresponding user record created in the Freshworks system. An agent can access and edit the user profile through the Neo Admin Center.
- whitelistedboolean
  Specifies whether the domain from which the agent is logged in is whitelisted in the Freshdesk system.
  For more information, see domain whitelisting.
  Possible values: true, false
associationsobject
All associated objects of the agent object, that specify additional information pertaining to the agent.

Sample payload

{
  "account_id": "13",
  "data": {
    "actor": {
      "account_id": 13,
      "active": true,
      "address": null,
      "blocked": false,
      "blocked_at": null,
      "city": null,
      "company_id": null,
      "country": null,
      "created_at": "2017-11-28T07:35:26Z",
      "current_login_at": "2021-09-21T06:30:34Z",
      "current_login_ip": "13.222.333.555",
      "customer_id": null,
      "deleted": false,
      "deleted_at": null,
      "delta": true,
      "description": null,
      "email": "minerva.test@example.com",
      "external_id": null,
      "extn": null,
      "failed_login_count": 0,
      "fb_profile_id": null,
      "first_name": "Minerva",
      "helpdesk_agent": true,
      "id": 51,
      "import_id": null,
      "job_title": null,
      "language": "en",
      "last_login_at": "2021-09-21T05:38:45Z",
      "last_login_ip": "13.222.333.555",
      "last_name": null,
      "last_seen_at": null,
      "login_count": 360,
      "mobile": null,
      "name": "Minerva",
      "org_agent_id": "256",
      "org_contact_id": null,
      "other_company_ids": [],
      "other_emails": [],
      "parent_id": 0,
      "phone": null,
      "posts_count": 0,
      "preferences": {
        "agent_preferences": {
          "falcon_ui": true,
          "field_service": {
            "dismissed_sample_scheduling_dashboard": false
          },
          "focus_mode": false,
          "notification_timestamp": "2018-01-03T13:32:24Z",
          "search_settings": {
            "tickets": {
              "archive": true,
              "include_attachment_names": true,
              "include_description": true,
              "include_notes": true,
              "include_other_properties": true,
              "include_subject": true
            }
          },
          "shortcuts_enabled": true,
          "shortcuts_mapping": [],
          "show_loyalty_upgrade": false,
          "show_monthly_to_annual_notification": false,
          "show_onBoarding": false,
          "undo_send": false
        },
        "password_expiry_date": "2117-11-04 07:36:12 UTC",
        "user_preferences": {
          "agent_deleted_forever": false,
          "marked_for_hard_delete": false,
          "was_agent": false
        }
      },
      "privileges": "5444456789",
      "sanitized_mobile": null,
      "sanitized_phone": null,
      "second_email": null,
      "state": null,
      "tags": [],
      "time_zone": "Chennai",
      "timezone": "Asia/Kolkata",
      "twitter_id": null,
      "type": "agent",
      "unique_external_id": null,
      "updated_at": "2020-12-07T20:39:47Z",
      "user_role": null,
      "visitor_id": null,
      "whitelisted": false
    },
    "agent": {
      "account_id": 13,
      "active": false,
      "active_since": null,
      "address": null,
      "agent_type": {
        "id": 1,
        "name": "support_agent"
      },
      "available": false,
      "blocked": false,
      "blocked_at": null,
      "contribution_groups": [],
      "created_at": "2021-09-21T09:24:59Z",
      "current_login_at": null,
      "current_login_ip": null,
      "customer_id": null,
      "deleted": false,
      "deleted_at": null,
      "delta": true,
      "description": null,
      "email": "rachel.test@example.com",
      "external_id": null,
      "extn": null,
      "failed_login_count": 0,
      "fb_profile_id": null,
      "freshid_uuid": "360355724578584833",
      "google_viewer_id": null,
      "groups": [],
      "helpdesk_agent": true,
      "id": 220,
      "import_id": null,
      "job_title": null,
      "language": "en",
      "last_active_at": null,
      "last_login_at": null,
      "last_login_ip": null,
      "last_seen_at": null,
      "login_count": 0,
      "mobile": null,
      "name": "Rachel",
      "occasional": false,
      "parent_id": 0,
      "phone": null,
      "points": null,
      "posts_count": 0,
      "preferences": {
        "agent_preferences": {
          "falcon_ui": false,
          "field_service": {
            "dismissed_sample_scheduling_dashboard": false
          },
          "focus_mode": true,
          "notification_timestamp": null,
          "search_settings": {
            "tickets": {
              "archive": true,
              "include_attachment_names": true,
              "include_description": true,
              "include_notes": true,
              "include_other_properties": true,
              "include_subject": true
            }
          },
          "shortcuts_enabled": true,
          "shortcuts_mapping": [],
          "show_loyalty_upgrade": false,
          "show_monthly_to_annual_notification": false,
          "show_onBoarding": true,
          "undo_send": false
        },
        "user_preferences": {
          "agent_deleted_forever": false,
          "marked_for_hard_delete": false,
          "was_agent": false
        }
      },
      "privileges": "152345",
      "sanitized_mobile": null,
      "sanitized_phone": null,
      "scoreboard_level_id": null,
      "second_email": null,
      "signature": null,
      "signature_html": "<div>agent signature</div>",
      "status_id": null,
      "status_updated_at": null,
      "ticket_permission": {
        "id": 1,
        "permission": "all_tickets"
      },
      "time_zone": "Chennai",
      "timezone": "Asia/Kolkata",
      "twitter_id": null,
      "unique_external_id": null,
      "updated_at": "2021-09-21T09:24:59Z",
      "user_created_at": "2021-09-21T09:24:59Z",
      "user_id": 510,
      "user_role": null,
      "user_updated_at": "2021-09-21T09:24:59Z",
      "whitelisted": false
    },
    "associations": {}
  },
  "domain": "sample.freshdesk.com",
  "event": "onAgentCreate",
  "region": "AUS",
  "timestamp": 1632216299.987576,
  "version": "1.3.6"
}

onAgentUpdate

The onAgentUpdate event is triggered and the registered callback method is executed, when:

The following fields of the agent details are modified:
- Agent type
- Name
- Email
- Time zone
- Language
- Signature
- Scope (ticket_permissions)
- Role (privileges)
An agent’s status is modified.
An agent logs into or logs off from the Freshdesk system; the general availability of the agent changes (from online to offline and vice versa).

Subscribe to the onAgentUpdate event and register the callback by using the following sample manifest.json content.

manifest.json

"events": {
    "onAgentUpdate": {
        "handler": "onAgentUpdateCallback"
    }
}

Define the corresponding callback by using the following sample server.js content:

server.js

exports = {
    onAgentUpdateCallback: function(payload) {
        console.log("Logging arguments from onAgentUpdate event: " + JSON.stringify(payload));
    }
}

Attributes of the data object

actorobject
Information pertaining to the entity who triggered the onAgentUpdate event in the Freshdesk system.
- account_idinteger
  Identifier of the organization’s Freshdesk account, auto-generated when the account is configured.
- activeboolean
  Specifies whether the actor is active in the Freshdesk system.
  Possible values: true, false
- addressstring
  Residential address of the actor, as specified in the Freshdesk system. If the actor is the Freshdesk system, this value is null.
- blockedboolean
  Specifies whether the actor is blocked in the Freshdesk system, for exceeding the number of login attempts.
  Possible values: true, false
- blocked_atstring
  Timestamp of when the actor was blocked from accessing the Freshdesk system due to multiple failed login attempts, specified in the UTC format.
  If the actor is the Freshdesk system, this attribute value is null.
- citystring
  Name of the city where the actor is located.
  This attribute contains a non-null value only if the actor (type: agent) is an Account administrator who has subscribed for the Freshdesk plan by providing their credentials for billing.
- company_idstring
  Identifier of the company to which the actor belongs, auto-generated when a new company record is created in the Freshdesk system.
  For onCompanyCreate, this attribute value is null.
- countrystring
  Name of the country where the actor is located.
  This attribute contains a non-null value only if the actor (type: agent) is an Account administrator who has subscribed for the Freshdesk plan by providing their credentials for billing.
- created_atstring
  Timestamp of when the actor’s record was created in the Freshdesk system, specified in the UTC format.
  If the actor is the Freshdesk system, this value is null.
- current_login_atstring
  Timestamp of when the actor logged in to the Freshdesk system or Customer Support Portal to trigger the product event, specified in the UTC format.
- current_login_ipstring
  IP address from which the actor triggered the product event.
  If the actor is the Freshdesk system, this attribute value is null.
- customer_idstring
  Identifier of the end user/contact/requester who triggered the product event.
  Note:Any person using an organization’s Customer Support Portal is the end user. Any end user who raises a ticket in the Customer Support Portal is a requester. Any person whose contact information is stored in the Freshdesk system is a contact/customer.
  For onAgentCreate and onAgentUpdate, this attribute value is null.
- deletedboolean
  Specifies whether the actor was previously part of the Freshdesk system and the actor’s record was deleted from the Freshdesk system.
  This attribute is true, only for actors who are requestors using the Customer Support Portal and whose contact does not exist in the Freshdesk system.
  Possible values: true, false
- deleted_atstring
  Timestamp of when the actor’s record was deleted from the Freshdesk system, specified in the UTC format.
  This attribute contains a valid value, only for actors who are requesters using the Customer Support Portal and whose contact does not exist in the Freshdesk system.
- descriptionstring
  Meaningful description about the actor, specified when the actor information is created in the Freshdesk system.
  If the actor is an agent or the Freshdesk system, this attribute value is null.
- emailstring
  Email address of the actor.
  If the actor is the Freshdesk system, this attribute value is null.
- extnstring
  Work phone number extension of the actor.
- failed_login_countinteger
  Number of times the actor attempts to login and fails. Multiple, incorrect login attempts trigger the security protocol and lock the actor out of the Freshdesk account.
  If the actor is the Freshdesk system, this attribute value is null.
- fb_profile_idstring
  If an organization’s Freshdesk system is integrated with Facebook, when a post or comment with specific keywords is posted in Facebook, the post is converted into a ticket in the Freshdesk system. This conversion triggers certain product events.
  fb_profile_id is the identifier of the account whose post in Facebook triggered the product event.
- first_namestring
  Business name of the actor.
  If the actor is the Freshdesk system, this attribute value is null.
- helpdesk_agentboolean
  Specifies whether an agent triggered the product event.
  Possible values: true, false
- idinteger
  Identifier of the actor who triggered the product event.
  If the actor is an agent, the id value is the agent’s id that is auto-generated when the agent’s information is configured in the Freshdesk system.
  If the actor is a contact/end user/customer, the id value is the contact or user’s id that is auto-generated when the contact’s information is configured in the Freshdesk system.
  If the actor is the Freshdesk system, the id value is null.
- import_idstring
  Contacts’ records can be imported through a CSV file, in bulk, into the Freshdesk system. The import_id attribute is the identifier of the import task that creates the actor in the Freshdesk system.
  If the actor is an agent or the Freshdesk system, this attribute value is null.
- job_titlestring
  Designation of the actor in the actor’s organization or company.
  If the actor is the Freshdesk system, this attribute value is null.
- languagestring
  Primary language of the actor, in the ISO-639 code. If the actor is the Freshdesk system, this attribute value is null.
- last_login_atstring
  Timestamp of when the actor last logged in to the Freshdesk system or Customer Support Portal, specified in the UTC format.
- last_login_ipstring
  IP address of the actor’s previous login before the login that triggered the product event.
- last_namestring
  Surname of the actor.
  If the actor is the Freshdesk system, this attribute value is null.
- last_seen_atstring
  Timestamp of when the actor was last active in the Freshdesk system, specified in the UTC format.
- login_countinteger
  Number of successful logins to the Freshdesk system or Customer Support Portal.
- mobilestring
  Mobile phone number of the actor.
  If the actor is the Freshdesk system, this attribute value is null.
- namestring
  Full name of the actor.
  If the actor is the Freshdesk system, this attribute value is null.
- org_agent_idstring
  If the actor is an agent, this attribute value is the organization-level identifier of the agent.
  If the actor is an end user/contact or the Freshdesk system, this attribute value is null.
- org_contact_idstring
  If the actor is an end user/contact in the Freshdesk system, this attribute value is the organization-level identifier of the contact.
  If the actor is an agent or the Freshdesk system, this attribute value is null.
- other_company_idsarray of strings
  In the Freshdesk system, a contact can be associated with multiple companies. other_company_ids are the identifiers of all companies the contact is associated with.
  If the actor is an agent or the Freshdesk system, this attribute value is an empty array.
- other_emailsarray of strings
  Additional email addresses of the actor.
  If the actor is the Freshdesk system, this attribute value is null.
- parent_idinteger
  If the product event is triggered as a result of the actor raising a ticket in the freshdesk system, parent_id is the identifier of the parent ticket raised. Sub/child tickets can be created for a parent ticket, to increase an organization’s help desk performance.
- phonestring
  Official phone number of the actor.
  If the actor is the Freshdesk system, this attribute value is null.
- posts_countinteger
  Number of posts that the actor has published in the organization’s forum in the agent portal or Customer Support Portal.
  If the actor is the Freshdesk system, this value is null.
- preferencesobject
  Preferences of the agent when using the Freshdesk system and parameters that indicate the deletion status of an ex-agent who is now a user.
  agent_preferencesobject
  Preferences of the agent when using the Freshdesk system. If the actor is an end user/contact or the Freshdesk system, all child attribute values are null.
  falcon_uiboolean
  Specifies whether the agent is using an updated version of the Freshdesk user interface.
  Possible values: true, false
  field_serviceobject
  Preference of the agent to use the scheduling dashboard with real data.
  dismissed_sample_scheduling_dashboardboolean
  If true, specifies that the agent dismissed the sample scheduling dashboard and preferred to view real time data in the dashboard.
  Possible values: true, false
  focus_modeboolean
  Specifies whether the agent has enabled the focus mode in the agent’s profile settings, to queue tickets for fast resolution.
  Possible values: true, false
  notification_timestampstring
  Timestamp of when the actor received the last notification from the Freshdesk system. This attribute value is null, if the actor hasn’t received any notification from the system.
  search_settingsobject
  Search preferences of the agent, set my navigating to Search > Settings in the Freshdesk system.
  ticketsobject
  Search preferences set for tickets.
  include_attachment_namesboolean
  Specifies whether to look for the search keywords in the attachment file names, when searching for tickets.
  Possible values: true, false
  include_descriptionboolean
  Specifies whether to search for keywords in the ticket description.
  Possible values: true, false
  include_notesboolean
  Specifies whether to search for keywords in the notes and replies.
  Possible values: true, false
  include_other_propertiesboolean
  Specifies whether to search for keywords in ticket properties.
  Possible values: true, false
  include_subjectboolean
  Specifies whether to search for keywords in the ticket subject.
  Possible values: true, false
  shortcuts_enabledboolean
  Specifies whether the agent has enabled Keyboard shortcuts in the agent’s profile settings. These shortcuts can be used to perform repetitive tasks quickly.
  Possible values: true, false
  shortcuts_mappingarray of strings
  Keyboard shortcuts that the agent predominantly uses.
  undo_sendboolean
  Specifies whether the agent has enabled the Undo Send option. If this option is enabled, the agent can use the Undo Send button within 10 seconds of replying, to stop and recall the email that is sent accidentally.
  Possible values: true, false
  password_expiry_datestring
  Date by when the password set by the actor expires.
  user_preferencesobject
  Parameters that specify the deletion status of an actor who is disabled/deleted as an agent but is still in the Freshdesk system as an end user/contact.
  agent_deleted_foreverboolean
  Specifies whether the agent credentials of the user have been deleted permanently from the Freshdesk system.
  Possible values: true, false
  marked_for_hard_deleteboolean
  Specifies whether an agent has been marked for permanent deletion internally in the Freshdesk system. When a hard delete request comes in, the Freshdesk system marks the record for hard deletion, performs mandatory checks, and only then deletes the record.
  Possible values: true, false
  was_agentboolean
  If the actor is an end user/contact, was_agent specifies whether the actor was previously registered as an agent in the Freshdesk system.
  Possible values: true, false
- privilegesstring
  The roles associated with an agent determine the access privileges of the agent. If the actor is an agent, the privileges attribute value is a string identifying the set of privileges for the agent.
  If no role is specified, the default privileges of an Agent role is associated with the agent.
  If the actor is not an agent, this attribute value is null.
- sanitized_mobilestring
  Mobile phone number of the agent or end user/contact, verified and sanitized (formatted to a specific standard) when the agent or contact record is created in the Freshdesk system.
  If the actor is the Freshdesk system, this attribute value is null.
- sanitized_phonestring
  Verified and sanitized (formatted to a specific standard) official phone number of the agent or end user/contact.
  If the actor is the Freshdesk system, this attribute value is null.
- second_emailstring
  Secondary email address of the actor.
  If the actor is the Freshdesk system, this attribute value is null.
- statestring
  Name of the province where the actor is located.
  This attribute contains a non-null value only if the actor (type: agent) is an Account administrator who has subscribed for the Freshdesk plan by providing their credentials for billing.
- tagsarray of strings
  Keywords associated with a contact/end user/customer. The keywords help to filter a subset of contacts from all contacts in the system.
  If the actor is an agent or the Freshdesk system, this attribute value is an empty array.
- time_zonestring
  Time zone to which the actor belongs, in an easily consumable (RAILS timezone.name) format.
  If the actor is the Freshdesk system, this attribute value is null.
- timezonestring
  Time zone to which the actor belongs, in the Area/Location format.
  If the actor is the Freshdesk system, this attribute value is null.
- twitter_idstring
  Twitter ID of the actor.
  If the actor is an agent or the Freshdesk system, this attribute value is null.
- typestring
  Specifies if it is an agent, end user/contact/customer, or the Freshdesk system that triggered the product event.
  Possible values: true, false
- unique_external_idstring
  Contact’s identifier in an external system. This identifier helps to connect an end user/contact/customer in the Freshdesk system to the contact’s details in all other systems in the organization.
  If the actor is an agent or the Freshdesk system, this attribute value is null.
- updated_atstring
  Timestamp of when the actor’s record is last updated in the Freshdesk system, specified in the UTC format.
  If the actor is the Freshdesk system, this attribute value is null.
- user_rolestring
  If the actor is an end-user/contact, user_role contains a value that the Freshdesk system uses for internal purposes.
  If the actor is an agent or the Freshdesk system, this attribute value is null.
- visitor_idstring
  If an organization’s Freshdesk system is integrated with compatible social channels, when a post or comment with specific keywords is posted in the social channel, the post is converted into a ticket in the Freshdesk system. This conversion triggers certain product events.
  vistior_id is the identifier of the visitor whose post in a social channel triggered the product event.
- whitelistedboolean
  Specifies whether the domain from which the actor triggered the product event is whitelisted in the Freshdesk system.
  For more information, see domain whitelisting.
  If the actor is the Freshdesk system, this attribute value is false.
  Possible values: true, false
agentobject
Information pertaining to an agent whose details are modified in the Freshdesk system.
- account_idinteger
  Identifier of the organization’s Freshdesk account, auto-generated when the account is configured.
- activeboolean
  Specifies whether the agent is active in the Freshdesk system.
  Possible values: true, false
- active_sincestring
  Timestamp of since when the agent has been active in the Freshdesk system.
  For onAgentCreate, this attribute value is null.
- addressstring
  Residential address of the agent (field technician), as specified in the Freshdesk system.
  If a contact in the Freshdesk system is converted into a field technician, the address entered for the contact is available as the field technician’s address.
  For onAgentCreate, this attribute value is null.
- agent_typeobject
  Details of the profile type of the agent.
  idinteger
  Identifier of the agent type object, auto-generated when the profile type is configured in the Freshdesk system.
  namestring
  Name of the profile type associated with the agent.
  Possible values:
  support_agent: An agent of this type is part of the organization’s core support team and can handle tickets in the Freshdesk system.
  field technician: An agent of this type are experts who help with operations (field management) outside the organization.
  collaborator: An agent of this type is external to the support team but is tagged for inputs that will help resolve tickets.
- availableboolean
  If true, specifies that the agent has set the agent’s availability to the on state, in the Freshdesk mobile app.
  For onAgentCreate, this attribute value is null.
- blockedboolean
  Specifies whether the agent is blocked in the Freshdesk system, for exceeding the number of login attempts.
  Possible values: true, false.
- blocked_atstring
  Timestamp of when the agent was blocked from accessing the Freshdesk system due to multiple failed login attempts, specified in the UTC format.
  For onAgentCreate, this attribute value is null.
- contribution_groupsarray of strings
  Identifier of the service groups to which the agent is associated, specified as an array. Service group agents are field technicians who help with field service management.
  For onAgentCreate, this attribute value is null.
- created_atstring
  Timestamp of when the agent’s record was created in the Freshdesk system, specified in the UTC format.
- current_login_atstring
  Timestamp of when the agent logged in to the Freshdesk system or Customer Support Portal, specified in the UTC format.
  For onAgentCreate, this attribute value is null.
- current_login_ipstring
  IP address from which an agent has logged in to the Freshdesk system.
  For onAgentCreate, this attribute value is null.
- customer_idstring
  Identifier of the end user/contact/requester who triggered the product event. Note:Any person using an organization’s Customer Support Portal is the end user. Any end user who raises a ticket in the Customer Support Portal is a requester. Any person whose contact information is stored in the Freshdesk system is a contact/customer. For onAgentCreate, this attribute value is null.
- deletedboolean
  Specifies whether the agent’s record was deleted from the Freshdesk system.
  Possible values: true, false
  For onAgentCreate and onAgentUpdate, this attribute value is false.
- deleted_atstring
  Timestamp of when the agent’s record was deleted from the Freshdesk system, specified in the UTC format.
  For onAgentCreate this attribute value is null.
- deltaboolean
  Possible values: true, false
- descriptionstring
  Meaningful description about the agent (field technician).
  If a contact in the Freshdesk system is converted into a field technician, the description entered for the contact is available as the field technician’s description.
  For onAgentCreate this attribute value is null.
- emailstring
  Email address of the agent.
- failed_login_countinteger
  Number of times an agent attempts to login and fails. Multiple, incorrect login attempts trigger the security protocol and lock the agent out of the Freshdesk account.
- fb_profile_idstring
  Facebook account ID of the agent (as set in the Neo Admin Center).
  For onAgentCreate this attribute value is null.
- freshid_uuidinteger
  Universally unique identifier of the agent across Freshworks’ master record.
- groupsarray of integers
  Identifier of the support groups to which the agent is associated, specified as an array. Support group agents only handle tickets.
  For onAgentCreate this attribute value is null.
- helpdesk_agentboolean
  Specifies whether the details mentioned in this payload are that of an agent whose record is available in the Freshdesk system.
  Possible values: true, false
  For onAgentCreate this attribute value is false.
- idinteger
  Identifier of the agent object, auto-generated when the agent’s information is configured in the Freshdesk system.
- import_idstring
  Contacts’ records can be imported through a CSV file, in bulk, into the Freshdesk system. The import_id attribute is the identifier of the import task that creates the contact in the Freshdesk system.
  If a contact in the Freshdesk system is converted into a field technician (agent), the import_id associated with the contact is available as the field technician’s import_id.
- job_titlestring
  Designation of the agent (as set in the Neo Admin Center).
- last_active_atstring
  Timestamp of when the agent's status was last active.
- last_login_atstring
  Timestamp of when the agent last logged in to the Freshdesk system or Customer Support Portal, specified in the UTC format.
  For onAgentCreate this attribute value is null.
- last_login_ipstring
  IP address of the agent’s previous login.
  For onAgentCreate this attribute value is null.
- last_seen_atstring
  Timestamp of when the agent was last active in the Freshdesk system, specified in the UTC format.
  For onAgentCreate this attribute value is null.
- login_countinteger
  Number of successful logins to the Freshdesk system or Customer Support Portal.
- mobilestring
  Mobile phone number of the agent.
- namestring
  Full name of the agent.
- occassionalboolean
  Specifies whether the agent is an occasional agent or a full-time agent.
  Possible values: true, false
- parent_idinteger
  Identifier of the parent ticket raised. Sub/child tickets can be created for a parent ticket, to increase an organization’s help desk performance.
- phonestring
  Official phone number of the agent.
- pointsinteger
  If an organization enables Freshdesk arcade, agents can compete for productivity awards in a gamified fashion.
  Points are the award points that an agent has earned in the Freshdesk arcade.
  For onAgentCreate this attribute value is null.
- posts_countinteger
  Number of posts that the agent has published in the organization’s forum in the agent portal or Customer Support Portal.
- preferencesobject
  Preferences of the agent when using the Freshdesk system and parameters that indicate the deletion status of an ex-agent who is now a user.
  agent_preferencesobject
  Preferences of the agent when using the Freshdesk system.
  For onAgentCreate, the object’s attribute values are default values or null.
  user_preferencesobject
  This set of attributes are present in the payload for backward compatibility. All user_preferences.attribute values in this payload are default values or null.
- privilegesobject
  Attribute used only for internal purposes string The roles associated with an agent determine the access privileges of the agent.
  If no role is specified, the default privileges of an Agent role is associated with the agent.
- sanitized_mobilestring
  Mobile phone number of the agent, verified and sanitized (formatted to a specific standard) when the agent record is created in the Freshdesk system.
- sanitized_phonestring
  Verified and sanitized (formatted to a specific standard) official phone number of an agent.
- scoreboard_level_idstring
  If an organization enables Freshdesk arcade, agents can compete for productivity awards in a gamified fashion. Scoreboard levels are pre-configured levels (such as, Beginner, Intermediate, Professional, Expert, Master, or Guru) to which an agent can reach if the agent scores a minimum number of points.
  scoreboard_level_id is the identifier of the agent’s level. The identifier is a system generated value that is associated with the levels.
  For onAgentCreate this attribute value is null.
- second_emailstring
  Secondary email address of the agent.
  For onAgentCreate this attribute value is null.
- signaturestring
  Text format of the personalized message block appended to the emails/replies that the agent sends.
  For onAgentCreate this attribute value is null.
- signature_htmlstring
  HTML format of the personalized message block appended to the emails/replies that the agent sends.
  For onAgentCreate this attribute value is null.
- status_idstring
  When admins configure groups, if they enable Automatic ticket assignment for the group, the admins can choose to either let agents set their availability status or centrally manage agent availability.
  In scenarios where agents are allowed to set their status, status_id is the identifier of the status (Set automatic ticket assignment on, Set automatic ticket assignment off, or Out of office). The identifier is a system-generated unique identifier of the status.
- status_updated_atstring
  Timestamp of when the agent last updated the status.
  For onAgentCreate this attribute value is null.
- ticket_permissionobject
  Details of the permission granted to the agent to access the tickets in the Freshdesk system.
  idinteger
  Identifier of the ticket permission object, auto-generated when a possible permission level is configured in the Freshdesk system.
  permissionstring
  Permitted level of access the agent has to the tickets created in the Freshdesk system.
  Possible values:
  all_tickets (string): The agent can access all tickets created in the Freshdesk system.
  subjective_tickets (string): The agent can access tickets assigned to the agent or to the group(s) to which the agent belongs.
  restricted_tickets (string): The agent can only access tickets assigned to the agent.
  For onAgentCreate this attribute value is null.
- time_zonestring
  Time zone to which the agent belongs, in an easily consumable (RAILS timezone.name) format.
- timezonestring
  Time zone to which the agent belongs, in the Area/Location format.
- twitter_idstring
  Twitter handle of the agent (as set in the Neo Admin Center)
  For onAgentCreate this attribute value is null.
- unique_external_idstring
  Contact’s identifier in an external system. This identifier helps to connect an end user/contact/customer in the Freshdesk system to the contact’s details in all other systems in the organization.
  If a contact in the Freshdesk system is converted into a field technician (agent), the unique_external_id associated with the contact is available as the field technician’s unique_external_id.
- updated_atstring
  Timestamp of when the agent's record is last updated in the Freshdesk system, specified in the UTC format.
  For onAgentCreate this attribute value is null.
- user_created_atstring
  Timestamp of when the user’s record was created in the Freshdesk system, specified in the UTC format.
- user_idinteger
  Identifier of the agent’s corresponding user record created in the Freshworks system. An agent can access and edit the user profile through the Neo Admin Center.
- whitelistedboolean
  Specifies whether the domain from which the agent is logged in is whitelisted in the Freshdesk system.
  For more information, see domain whitelisting.
  Possible values: true, false
associationsobject
All associated objects of the agent object, that specify additional information pertaining to the agent.
changesobject
Changes that triggered the onAgentUpdate event, specified as a JSON object of the following format:
```
{
    "model_changes": {
    //For non-array attributes
        "<agent.attribute that changed>": ["Old value", "New value"]
    },
    "system_changes": {},
    "misc_changes": {}
}
```
Example
```
{
    "model_changes": {
        "signature_html": ["<div>agent signature</div>", "<div> updated agent signature</div>"]
    },
    "system_changes": {},
    "misc_changes": {}
}
```
- misc_changesobject
  List of all miscellaneous database parameters whose values have changed, along with the old and modified values.
- model_changesobject
  List of all attributes whose values have changed along with the old and modified values of the attributes.
- system_changesobject
  List of all system-level parameters whose values have changed, along with the old and modified values.

Sample payload

{
    "account_id": "13",
    "data": {
        "actor": {
            "account_id": 13,
            "active": true,
            "address": null,
            "blocked": false,
            "blocked_at": null,
            "city": null,
            "company_id": null,
            "country": null,
            "created_at": "2017-11-28T07:35:26Z",
            "current_login_at": "2021-09-21T06:30:34Z",
            "current_login_ip": "13.222.333.555",
            "customer_id": null,
            "deleted": false,
            "deleted_at": null,
            "delta": true,
            "description": null,
            "email": "minerva.test@example.com",
            "external_id": null,
            "extn": null,
            "failed_login_count": 0,
            "fb_profile_id": null,
            "first_name": "Minerva",
            "helpdesk_agent": true,
            "id": 51,
            "import_id": null,
            "job_title": null,
            "language": "en",
            "last_login_at": "2021-09-21T05:38:45Z",
            "last_login_ip": "13.234.555.777",
            "last_name": null,
            "last_seen_at": null,
            "login_count": 360,
            "mobile": null,
            "name": "Minerva",
            "org_agent_id": "256",
            "org_contact_id": null,
            "other_company_ids": [],
            "other_emails": [],
            "parent_id": 0,
            "phone": null,
            "posts_count": 0,
            "preferences": {
                "agent_preferences": {
                    "falcon_ui": true,
                    "field_service": {
                        "dismissed_sample_scheduling_dashboard": false
                    },
                    "focus_mode": false,
                    "notification_timestamp": "2018-01-03T13:32:24Z",
                    "search_settings": {
                        "tickets": {
                            "archive": true,
                            "include_attachment_names": true,
                            "include_description": true,
                            "include_notes": true,
                            "include_other_properties": true,
                            "include_subject": true
                        }
                    },
                    "shortcuts_enabled": true,
                    "shortcuts_mapping": [],
                    "show_loyalty_upgrade": false,
                    "show_monthly_to_annual_notification": false,
                    "show_onBoarding": false,
                    "undo_send": false
                },
                "password_expiry_date": "2117-11-04 07:36:12 UTC",
                "user_preferences": {
                    "agent_deleted_forever": false,
                    "marked_for_hard_delete": false,
                    "was_agent": false
                }
            },
            "privileges": "5444456789",
            "sanitized_mobile": null,
            "sanitized_phone": null,
            "second_email": null,
            "state": null,
            "tags": [],
            "time_zone": "Chennai",
            "timezone": "Asia/Kolkata",
            "twitter_id": null,
            "type": "agent",
            "unique_external_id": null,
            "updated_at": "2020-12-07T20:39:47Z",
            "user_role": null,
            "visitor_id": null,
            "whitelisted": false
        },
        "agent": {
            "account_id": 13,
            "active": false,
            "active_since": null,
            "address": null,
            "agent_type": {
                "id": 1,
                "name": "support_agent"
            },
            "available": false,
            "blocked": false,
            "blocked_at": null,
            "contribution_groups": [],
            "created_at": "2021-09-17T15:46:20Z",
            "current_login_at": null,
            "current_login_ip": null,
            "customer_id": null,
            "deleted": false,
            "deleted_at": null,
            "delta": true,
            "description": null,
            "email": "rachel.test@example.com",
            "external_id": null,
            "extn": null,
            "failed_login_count": 0,
            "fb_profile_id": null,
            "freshid_uuid": "359002141314477547",
            "google_viewer_id": null,
            "groups": [],
            "helpdesk_agent": true,
            "id": 222,
            "import_id": null,
            "job_title": null,
            "language": "en",
            "last_active_at": null,
            "last_login_at": null,
            "last_login_ip": null,
            "last_seen_at": null,
            "login_count": 0,
            "mobile": null,
            "name": "Rachel",
            "occasional": false,
            "parent_id": 0,
            "phone": null,
            "points": null,
            "posts_count": 0,
            "preferences": {
                "agent_preferences": {
                    "falcon_ui": false,
                    "field_service": {
                        "dismissed_sample_scheduling_dashboard": false
                    },
                    "focus_mode": true,
                    "notification_timestamp": null,
                    "search_settings": {
                        "tickets": {
                            "archive": true,
                            "include_attachment_names": true,
                            "include_description": true,
                            "include_notes": true,
                            "include_other_properties": true,
                            "include_subject": true
                        }
                    },
                    "shortcuts_enabled": true,
                    "shortcuts_mapping": [],
                    "show_loyalty_upgrade": false,
                    "show_monthly_to_annual_notification": false,
                    "show_onBoarding": true,
                    "undo_send": false
                },
                "user_preferences": {
                    "agent_deleted_forever": false,
                    "marked_for_hard_delete": false,
                    "was_agent": false
                }
            },
            "privileges": "152345",
            "sanitized_mobile": null,
            "sanitized_phone": null,
            "scoreboard_level_id": null,
            "second_email": null,
            "signature": null,
            "signature_html": "<div>agent signature</div>",
            "status_id": null,
            "status_updated_at": null,
            "ticket_permission": {
                "id": 1,
                "permission": "all_tickets"
            },
            "time_zone": "Chennai",
            "timezone": "Asia/Kolkata",
            "twitter_id": null,
            "unique_external_id": null,
            "updated_at": "2021-09-21T09:25:10Z",
            "user_created_at": "2021-09-17T15:46:20Z",
            "user_id": 555,
            "user_role": null,
            "user_updated_at": "2021-09-17T15:46:20Z",
            "whitelisted": false
        },
        "associations": {},
        "changes": {
            "misc_changes": {},
            "model_changes": {
                "signature_html": [
                    "<div> updated agent signature</div>",
                    "<div>agent signature</div>"
                ]
            },
            "system_changes": {}
        }
    },
    "domain": "sample.freshdesk.com",
    "event": "onAgentUpdate",
    "region": "AUS",
    "timestamp": 1632216310.817101,
    "version": "1.3.6"
}

onAgentDelete

When an agent record is deleted from the Freshdesk system, the onAgentDelete event is triggered.

Subscribe to the onAgentDelete event and register the callback by using the following sample manifest.json content.

manifest.json

"events": {
    "onAgentDelete": {
        "handler": "onAgentDeleteCallback"
    }
}

Define the corresponding callback by using the following sample server.js content:

server.js

exports = {
    onAgentDeleteCallback: function(payload) {
        console.log("Logging arguments from onAgentDelete event: " + JSON.stringify(payload));
    }
}

Attributes of the data object

actorobject
Information pertaining to the entity who triggered the onAgentDelete event in the Freshdesk system.
- account_idinteger
  Identifier of the organization’s Freshdesk account, auto-generated when the account is configured.
- activeboolean
  Specifies whether the actor is active in the Freshdesk system.
  Possible values: true, false
- addressstring
  Residential address of the actor, as specified in the Freshdesk system. If the actor is the Freshdesk system, this value is null.
- blockedboolean
  Specifies whether the actor is blocked in the Freshdesk system, for exceeding the number of login attempts.
  Possible values: true, false
- blocked_atstring
  Timestamp of when the actor was blocked from accessing the Freshdesk system due to multiple failed login attempts, specified in the UTC format.
  If the actor is the Freshdesk system, this attribute value is null.
- citystring
  Name of the city where the actor is located.
  This attribute contains a non-null value only if the actor (type: agent) is an Account administrator who has subscribed for the Freshdesk plan by providing their credentials for billing.
- company_idstring
  Identifier of the company to which the actor belongs, auto-generated when a new company record is created in the Freshdesk system.
  For onCompanyCreate, this attribute value is null.
- countrystring
  Name of the country where the actor is located.
  This attribute contains a non-null value only if the actor (type: agent) is an Account administrator who has subscribed for the Freshdesk plan by providing their credentials for billing.
- created_atstring
  Timestamp of when the actor’s record was created in the Freshdesk system, specified in the UTC format.
  If the actor is the Freshdesk system, this value is null.
- current_login_atstring
  Timestamp of when the actor logged in to the Freshdesk system or Customer Support Portal to trigger the product event, specified in the UTC format.
- current_login_ipstring
  IP address from which the actor triggered the product event.
  If the actor is the Freshdesk system, this attribute value is null.
- customer_idstring
  Identifier of the end user/contact/requester who triggered the product event.
  Note:Any person using an organization’s Customer Support Portal is the end user. Any end user who raises a ticket in the Customer Support Portal is a requester. Any person whose contact information is stored in the Freshdesk system is a contact/customer.
  For onAgentCreate and onAgentUpdate, this attribute value is null.
- deletedboolean
  Specifies whether the actor was previously part of the Freshdesk system and the actor’s record was deleted from the Freshdesk system.
  This attribute is true, only for actors who are requestors using the Customer Support Portal and whose contact does not exist in the Freshdesk system.
  Possible values: true, false
- deleted_atstring
  Timestamp of when the actor’s record was deleted from the Freshdesk system, specified in the UTC format.
  This attribute contains a valid value, only for actors who are requesters using the Customer Support Portal and whose contact does not exist in the Freshdesk system.
- descriptionstring
  Meaningful description about the actor, specified when the actor information is created in the Freshdesk system.
  If the actor is an agent or the Freshdesk system, this attribute value is null.
- emailstring
  Email address of the actor.
  If the actor is the Freshdesk system, this attribute value is null.
- extnstring
  Work phone number extension of the actor.
- failed_login_countinteger
  Number of times the actor attempts to login and fails. Multiple, incorrect login attempts trigger the security protocol and lock the actor out of the Freshdesk account.
  If the actor is the Freshdesk system, this attribute value is null.
- fb_profile_idstring
  If an organization’s Freshdesk system is integrated with Facebook, when a post or comment with specific keywords is posted in Facebook, the post is converted into a ticket in the Freshdesk system. This conversion triggers certain product events.
  fb_profile_id is the identifier of the account whose post in Facebook triggered the product event.
- first_namestring
  Business name of the actor.
  If the actor is the Freshdesk system, this attribute value is null.
- helpdesk_agentboolean
  Specifies whether an agent triggered the product event.
  Possible values: true, false
- idinteger
  Identifier of the actor who triggered the product event.
  If the actor is an agent, the id value is the agent’s id that is auto-generated when the agent’s information is configured in the Freshdesk system.
  If the actor is a contact/end user/customer, the id value is the contact or user’s id that is auto-generated when the contact’s information is configured in the Freshdesk system.
  If the actor is the Freshdesk system, the id value is null.
- import_idstring
  Contacts’ records can be imported through a CSV file, in bulk, into the Freshdesk system. The import_id attribute is the identifier of the import task that creates the actor in the Freshdesk system.
  If the actor is an agent or the Freshdesk system, this attribute value is null.
- job_titlestring
  Designation of the actor in the actor’s organization or company.
  If the actor is the Freshdesk system, this attribute value is null.
- languagestring
  Primary language of the actor, in the ISO-639 code. If the actor is the Freshdesk system, this attribute value is null.
- last_login_atstring
  Timestamp of when the actor last logged in to the Freshdesk system or Customer Support Portal, specified in the UTC format.
- last_login_ipstring
  IP address of the actor’s previous login before the login that triggered the product event.
- last_namestring
  Surname of the actor.
  If the actor is the Freshdesk system, this attribute value is null.
- last_seen_atstring
  Timestamp of when the actor was last active in the Freshdesk system, specified in the UTC format.
- login_countinteger
  Number of successful logins to the Freshdesk system or Customer Support Portal.
- mobilestring
  Mobile phone number of the actor.
  If the actor is the Freshdesk system, this attribute value is null.
- namestring
  Full name of the actor.
  If the actor is the Freshdesk system, this attribute value is null.
- org_agent_idstring
  If the actor is an agent, this attribute value is the organization-level identifier of the agent.
  If the actor is an end user/contact or the Freshdesk system, this attribute value is null.
- org_contact_idstring
  If the actor is an end user/contact in the Freshdesk system, this attribute value is the organization-level identifier of the contact.
  If the actor is an agent or the Freshdesk system, this attribute value is null.
- other_company_idsarray of strings
  In the Freshdesk system, a contact can be associated with multiple companies. other_company_ids are the identifiers of all companies the contact is associated with.
  If the actor is an agent or the Freshdesk system, this attribute value is an empty array.
- other_emailsarray of strings
  Additional email addresses of the actor.
  If the actor is the Freshdesk system, this attribute value is null.
- parent_idinteger
  If the product event is triggered as a result of the actor raising a ticket in the freshdesk system, parent_id is the identifier of the parent ticket raised. Sub/child tickets can be created for a parent ticket, to increase an organization’s help desk performance.
- phonestring
  Official phone number of the actor.
  If the actor is the Freshdesk system, this attribute value is null.
- posts_countinteger
  Number of posts that the actor has published in the organization’s forum in the agent portal or Customer Support Portal.
  If the actor is the Freshdesk system, this value is null.
- preferencesobject
  Preferences of the agent when using the Freshdesk system and parameters that indicate the deletion status of an ex-agent who is now a user.
  agent_preferencesobject
  Preferences of the agent when using the Freshdesk system. If the actor is an end user/contact or the Freshdesk system, all child attribute values are null.
  falcon_uiboolean
  Specifies whether the agent is using an updated version of the Freshdesk user interface.
  Possible values: true, false
  field_serviceobject
  Preference of the agent to use the scheduling dashboard with real data.
  dismissed_sample_scheduling_dashboardboolean
  If true, specifies that the agent dismissed the sample scheduling dashboard and preferred to view real time data in the dashboard.
  Possible values: true, false
  focus_modeboolean
  Specifies whether the agent has enabled the focus mode in the agent’s profile settings, to queue tickets for fast resolution.
  Possible values: true, false
  notification_timestampstring
  Timestamp of when the actor received the last notification from the Freshdesk system. This attribute value is null, if the actor hasn’t received any notification from the system.
  search_settingsobject
  Search preferences of the agent, set my navigating to Search > Settings in the Freshdesk system.
  ticketsobject
  Search preferences set for tickets.
  include_attachment_namesboolean
  Specifies whether to look for the search keywords in the attachment file names, when searching for tickets.
  Possible values: true, false
  include_descriptionboolean
  Specifies whether to search for keywords in the ticket description.
  Possible values: true, false
  include_notesboolean
  Specifies whether to search for keywords in the notes and replies.
  Possible values: true, false
  include_other_propertiesboolean
  Specifies whether to search for keywords in ticket properties.
  Possible values: true, false
  include_subjectboolean
  Specifies whether to search for keywords in the ticket subject.
  Possible values: true, false
  shortcuts_enabledboolean
  Specifies whether the agent has enabled Keyboard shortcuts in the agent’s profile settings. These shortcuts can be used to perform repetitive tasks quickly.
  Possible values: true, false
  shortcuts_mappingarray of strings
  Keyboard shortcuts that the agent predominantly uses.
  undo_sendboolean
  Specifies whether the agent has enabled the Undo Send option. If this option is enabled, the agent can use the Undo Send button within 10 seconds of replying, to stop and recall the email that is sent accidentally.
  Possible values: true, false
  password_expiry_datestring
  Date by when the password set by the actor expires.
  user_preferencesobject
  Parameters that specify the deletion status of an actor who is disabled/deleted as an agent but is still in the Freshdesk system as an end user/contact.
  agent_deleted_foreverboolean
  Specifies whether the agent credentials of the user have been deleted permanently from the Freshdesk system.
  Possible values: true, false
  marked_for_hard_deleteboolean
  Specifies whether an agent has been marked for permanent deletion internally in the Freshdesk system. When a hard delete request comes in, the Freshdesk system marks the record for hard deletion, performs mandatory checks, and only then deletes the record.
  Possible values: true, false
  was_agentboolean
  If the actor is an end user/contact, was_agent specifies whether the actor was previously registered as an agent in the Freshdesk system.
  Possible values: true, false
- privilegesstring
  The roles associated with an agent determine the access privileges of the agent. If the actor is an agent, the privileges attribute value is a string identifying the set of privileges for the agent.
  If no role is specified, the default privileges of an Agent role is associated with the agent.
  If the actor is not an agent, this attribute value is null.
- sanitized_mobilestring
  Mobile phone number of the agent or end user/contact, verified and sanitized (formatted to a specific standard) when the agent or contact record is created in the Freshdesk system.
  If the actor is the Freshdesk system, this attribute value is null.
- sanitized_phonestring
  Verified and sanitized (formatted to a specific standard) official phone number of the agent or end user/contact.
  If the actor is the Freshdesk system, this attribute value is null.
- second_emailstring
  Secondary email address of the actor.
  If the actor is the Freshdesk system, this attribute value is null.
- statestring
  Name of the province where the actor is located.
  This attribute contains a non-null value only if the actor (type: agent) is an Account administrator who has subscribed for the Freshdesk plan by providing their credentials for billing.
- tagsarray of strings
  Keywords associated with a contact/end user/customer. The keywords help to filter a subset of contacts from all contacts in the system.
  If the actor is an agent or the Freshdesk system, this attribute value is an empty array.
- time_zonestring
  Time zone to which the actor belongs, in an easily consumable (RAILS timezone.name) format.
  If the actor is the Freshdesk system, this attribute value is null.
- timezonestring
  Time zone to which the actor belongs, in the Area/Location format.
  If the actor is the Freshdesk system, this attribute value is null.
- twitter_idstring
  Twitter ID of the actor.
  If the actor is an agent or the Freshdesk system, this attribute value is null.
- typestring
  Specifies if it is an agent, end user/contact/customer, or the Freshdesk system that triggered the product event.
  Possible values: true, false
- unique_external_idstring
  Contact’s identifier in an external system. This identifier helps to connect an end user/contact/customer in the Freshdesk system to the contact’s details in all other systems in the organization.
  If the actor is an agent or the Freshdesk system, this attribute value is null.
- updated_atstring
  Timestamp of when the actor’s record is last updated in the Freshdesk system, specified in the UTC format.
  If the actor is the Freshdesk system, this attribute value is null.
- user_rolestring
  If the actor is an end-user/contact, user_role contains a value that the Freshdesk system uses for internal purposes.
  If the actor is an agent or the Freshdesk system, this attribute value is null.
- visitor_idstring
  If an organization’s Freshdesk system is integrated with compatible social channels, when a post or comment with specific keywords is posted in the social channel, the post is converted into a ticket in the Freshdesk system. This conversion triggers certain product events.
  vistior_id is the identifier of the visitor whose post in a social channel triggered the product event.
- whitelistedboolean
  Specifies whether the domain from which the actor triggered the product event is whitelisted in the Freshdesk system.
  For more information, see domain whitelisting.
  If the actor is the Freshdesk system, this attribute value is false.
  Possible values: true, false
agentobject
Information pertaining to an agent whose details are deleted in the Freshdesk system.
- account_idinteger
  Identifier of the organization’s Freshdesk account, auto-generated when the account is configured.
- activeboolean
  Specifies whether the agent is active in the Freshdesk system.
  Possible values: true, false
- active_sincestring
  Timestamp of since when the agent has been active in the Freshdesk system.
  For onAgentCreate, this attribute value is null.
- addressstring
  Residential address of the agent (field technician), as specified in the Freshdesk system.
  If a contact in the Freshdesk system is converted into a field technician, the address entered for the contact is available as the field technician’s address.
  For onAgentCreate, this attribute value is null.
- agent_typeobject
  Details of the profile type of the agent.
  idinteger
  Identifier of the agent type object, auto-generated when the profile type is configured in the Freshdesk system.
  namestring
  Name of the profile type associated with the agent.
  Possible values:
  support_agent: An agent of this type is part of the organization’s core support team and can handle tickets in the Freshdesk system.
  field technician: An agent of this type are experts who help with operations (field management) outside the organization.
  collaborator: An agent of this type is external to the support team but is tagged for inputs that will help resolve tickets.
- availableboolean
  If true, specifies that the agent has set the agent’s availability to the on state, in the Freshdesk mobile app.
  For onAgentCreate, this attribute value is null.
- blockedboolean
  Specifies whether the agent is blocked in the Freshdesk system, for exceeding the number of login attempts.
  Possible values: true, false.
- blocked_atstring
  Timestamp of when the agent was blocked from accessing the Freshdesk system due to multiple failed login attempts, specified in the UTC format.
  For onAgentCreate, this attribute value is null.
- contribution_groupsarray of strings
  Identifier of the service groups to which the agent is associated, specified as an array. Service group agents are field technicians who help with field service management.
  For onAgentCreate, this attribute value is null.
- created_atstring
  Timestamp of when the agent’s record was created in the Freshdesk system, specified in the UTC format.
- current_login_atstring
  Timestamp of when the agent logged in to the Freshdesk system or Customer Support Portal, specified in the UTC format.
  For onAgentCreate, this attribute value is null.
- current_login_ipstring
  IP address from which an agent has logged in to the Freshdesk system.
  For onAgentCreate, this attribute value is null.
- customer_idstring
  Identifier of the end user/contact/requester who triggered the product event. Note:Any person using an organization’s Customer Support Portal is the end user. Any end user who raises a ticket in the Customer Support Portal is a requester. Any person whose contact information is stored in the Freshdesk system is a contact/customer. For onAgentCreate, this attribute value is null.
- deletedboolean
  Specifies whether the agent’s record was deleted from the Freshdesk system.
  Possible values: true, false
  For onAgentCreate and onAgentUpdate, this attribute value is false.
- deleted_atstring
  Timestamp of when the agent’s record was deleted from the Freshdesk system, specified in the UTC format.
  For onAgentCreate this attribute value is null.
- deltaboolean
  Possible values: true, false
- descriptionstring
  Meaningful description about the agent (field technician).
  If a contact in the Freshdesk system is converted into a field technician, the description entered for the contact is available as the field technician’s description.
  For onAgentCreate this attribute value is null.
- emailstring
  Email address of the agent.
- failed_login_countinteger
  Number of times an agent attempts to login and fails. Multiple, incorrect login attempts trigger the security protocol and lock the agent out of the Freshdesk account.
- fb_profile_idstring
  Facebook account ID of the agent (as set in the Neo Admin Center).
  For onAgentCreate this attribute value is null.
- freshid_uuidinteger
  Universally unique identifier of the agent across Freshworks’ master record.
- groupsarray of integers
  Identifier of the support groups to which the agent is associated, specified as an array. Support group agents only handle tickets.
  For onAgentCreate this attribute value is null.
- helpdesk_agentboolean
  Specifies whether the details mentioned in this payload are that of an agent whose record is available in the Freshdesk system.
  Possible values: true, false
  For onAgentCreate this attribute value is false.
- idinteger
  Identifier of the agent object, auto-generated when the agent’s information is configured in the Freshdesk system.
- import_idstring
  Contacts’ records can be imported through a CSV file, in bulk, into the Freshdesk system. The import_id attribute is the identifier of the import task that creates the contact in the Freshdesk system.
  If a contact in the Freshdesk system is converted into a field technician (agent), the import_id associated with the contact is available as the field technician’s import_id.
- job_titlestring
  Designation of the agent (as set in the Neo Admin Center).
- last_active_atstring
  Timestamp of when the agent's status was last active.
- last_login_atstring
  Timestamp of when the agent last logged in to the Freshdesk system or Customer Support Portal, specified in the UTC format.
  For onAgentCreate this attribute value is null.
- last_login_ipstring
  IP address of the agent’s previous login.
  For onAgentCreate this attribute value is null.
- last_seen_atstring
  Timestamp of when the agent was last active in the Freshdesk system, specified in the UTC format.
  For onAgentCreate this attribute value is null.
- login_countinteger
  Number of successful logins to the Freshdesk system or Customer Support Portal.
- mobilestring
  Mobile phone number of the agent.
- namestring
  Full name of the agent.
- occassionalboolean
  Specifies whether the agent is an occasional agent or a full-time agent.
  Possible values: true, false
- parent_idinteger
  Identifier of the parent ticket raised. Sub/child tickets can be created for a parent ticket, to increase an organization’s help desk performance.
- phonestring
  Official phone number of the agent.
- pointsinteger
  If an organization enables Freshdesk arcade, agents can compete for productivity awards in a gamified fashion.
  Points are the award points that an agent has earned in the Freshdesk arcade.
  For onAgentCreate this attribute value is null.
- posts_countinteger
  Number of posts that the agent has published in the organization’s forum in the agent portal or Customer Support Portal.
- preferencesobject
  Preferences of the agent when using the Freshdesk system and parameters that indicate the deletion status of an ex-agent who is now a user.
  agent_preferencesobject
  Preferences of the agent when using the Freshdesk system.
  For onAgentCreate, the object’s attribute values are default values or null.
  user_preferencesobject
  This set of attributes are present in the payload for backward compatibility. All user_preferences.attribute values in this payload are default values or null.
- privilegesobject
  Attribute used only for internal purposes string The roles associated with an agent determine the access privileges of the agent.
  If no role is specified, the default privileges of an Agent role is associated with the agent.
- sanitized_mobilestring
  Mobile phone number of the agent, verified and sanitized (formatted to a specific standard) when the agent record is created in the Freshdesk system.
- sanitized_phonestring
  Verified and sanitized (formatted to a specific standard) official phone number of an agent.
- scoreboard_level_idstring
  If an organization enables Freshdesk arcade, agents can compete for productivity awards in a gamified fashion. Scoreboard levels are pre-configured levels (such as, Beginner, Intermediate, Professional, Expert, Master, or Guru) to which an agent can reach if the agent scores a minimum number of points.
  scoreboard_level_id is the identifier of the agent’s level. The identifier is a system generated value that is associated with the levels.
  For onAgentCreate this attribute value is null.
- second_emailstring
  Secondary email address of the agent.
  For onAgentCreate this attribute value is null.
- signaturestring
  Text format of the personalized message block appended to the emails/replies that the agent sends.
  For onAgentCreate this attribute value is null.
- signature_htmlstring
  HTML format of the personalized message block appended to the emails/replies that the agent sends.
  For onAgentCreate this attribute value is null.
- status_idstring
  When admins configure groups, if they enable Automatic ticket assignment for the group, the admins can choose to either let agents set their availability status or centrally manage agent availability.
  In scenarios where agents are allowed to set their status, status_id is the identifier of the status (Set automatic ticket assignment on, Set automatic ticket assignment off, or Out of office). The identifier is a system-generated unique identifier of the status.
- status_updated_atstring
  Timestamp of when the agent last updated the status.
  For onAgentCreate this attribute value is null.
- ticket_permissionobject
  Details of the permission granted to the agent to access the tickets in the Freshdesk system.
  idinteger
  Identifier of the ticket permission object, auto-generated when a possible permission level is configured in the Freshdesk system.
  permissionstring
  Permitted level of access the agent has to the tickets created in the Freshdesk system.
  Possible values:
  all_tickets (string): The agent can access all tickets created in the Freshdesk system.
  subjective_tickets (string): The agent can access tickets assigned to the agent or to the group(s) to which the agent belongs.
  restricted_tickets (string): The agent can only access tickets assigned to the agent.
  For onAgentCreate this attribute value is null.
- time_zonestring
  Time zone to which the agent belongs, in an easily consumable (RAILS timezone.name) format.
- timezonestring
  Time zone to which the agent belongs, in the Area/Location format.
- twitter_idstring
  Twitter handle of the agent (as set in the Neo Admin Center)
  For onAgentCreate this attribute value is null.
- unique_external_idstring
  Contact’s identifier in an external system. This identifier helps to connect an end user/contact/customer in the Freshdesk system to the contact’s details in all other systems in the organization.
  If a contact in the Freshdesk system is converted into a field technician (agent), the unique_external_id associated with the contact is available as the field technician’s unique_external_id.
- updated_atstring
  Timestamp of when the agent's record is last updated in the Freshdesk system, specified in the UTC format.
  For onAgentCreate this attribute value is null.
- user_created_atstring
  Timestamp of when the user’s record was created in the Freshdesk system, specified in the UTC format.
- user_idinteger
  Identifier of the agent’s corresponding user record created in the Freshworks system. An agent can access and edit the user profile through the Neo Admin Center.
- whitelistedboolean
  Specifies whether the domain from which the agent is logged in is whitelisted in the Freshdesk system.
  For more information, see domain whitelisting.
  Possible values: true, false
associationsobject
All associated objects of the agent object, that specify additional information pertaining to the agent.

Sample payload

{
"region": "AUS",
    "data": {
        "agent": {
            "sanitized_phone": null,
            "last_seen_at": null,
            "name": "Rachel",
            "failed_login_count": 0,
            "active_since": null,
            "blocked_at": null,
            "customer_id": null,
            "email": "rachel.test@example.com",
            "freshid_uuid": null,
            "last_active_at": null,
            "parent_id": 0,
            "description": null,
            "job_title": null,
            "current_login_ip": null,
            "timezone": "Asia/Kolkata",
            "privileges": "0",
            "whitelisted": false,
            "status_id": null,
            "signature_html": "<div>agent signature</div>",
            "twitter_id": null,
            "signature": null,
            "groups": [],
            "user_role": null,
            "ticket_permission": {
                "id": 1,
                "permission": "all_tickets"
            },
            "contribution_groups": [],
            "current_login_at": null,
            "user_id": 555,
            "occasional": false,
            "fb_profile_id": null,
            "google_viewer_id": null,
            "last_login_at": null,
            "status_updated_at": null,
            "points": null,
            "id": 222,
            "account_id": 13,
            "language": "en",
            "second_email": null,
            "last_login_ip": null,
            "extn": null,
            "login_count": 0,
            "preferences": {
                "agent_preferences": {
                    "field_service": {
                        "dismissed_sample_scheduling_dashboard": false
                    },
                    "shortcuts_mapping": [],
                    "falcon_ui": false,
                    "show_onBoarding": true,
                    "notification_timestamp": null,
                    "undo_send": false,
                    "show_monthly_to_annual_notification": false,
                    "focus_mode": true,
                    "search_settings": {
                        "tickets": {
                            "include_attachment_names": true,
                            "include_description": true,
                            "include_notes": true,
                            "include_other_properties": true,
                            "archive": true,
                            "include_subject": true
                        }
                    },
                    "show_loyalty_upgrade": false,
                    "shortcuts_enabled": true
                },
                "user_preferences": {
                    "was_agent": true,
                    "agent_deleted_forever": false,
                    "marked_for_hard_delete": false
                }
            },
            "delta": true,
            "user_updated_at": "2021-09-17T15:46:20Z",
            "external_id": null,
            "address": null,
            "available": false,
            "blocked": false,
            "created_at": "2021-09-17T15:46:20Z",
            "import_id": null,
            "user_created_at": "2021-09-17T15:46:20Z",
            "agent_type": {
                "id": 1,
                "name": "support_agent"
            },
            "posts_count": 0,
            "helpdesk_agent": false,
            "updated_at": "2021-09-21T09:25:10Z",
            "mobile": null,
            "deleted_at": null,
            "time_zone": "Chennai",
            "scoreboard_level_id": null,
            "deleted": false,
            "phone": null,
            "unique_external_id": null,
            "sanitized_mobile": null,
            "active": false
        },
        "associations": {},
        "actor": {
            "sanitized_phone": null,
            "company_id": null,
            "first_name": "Minerva",
            "org_contact_id": null,
            "org_agent_id": "256",
            "last_seen_at": null,
            "city": null,
            "name": "Minerva",
            "failed_login_count": 0,
            "blocked_at": null,
            "customer_id": null,
            "email": "minerva.test@example.com",
            "state": null,
            "parent_id": 0,
            "description": null,
            "job_title": null,
            "tags": [],
            "current_login_ip": "13.234.555.222",
            "timezone": "Asia/Kolkata",
            "privileges": "5444456789",
            "whitelisted": false,
            "visitor_id": null,
            "twitter_id": null,
            "country": null,
            "user_role": null,
            "current_login_at": "2021-09-21T06:30:34Z",
            "fb_profile_id": null,
            "last_login_at": "2021-09-21T05:38:45Z",
            "other_emails": [],
            "id": 51,
            "account_id": 13,
            "language": "en",
            "last_name": null,
            "second_email": null,
            "last_login_ip": "13.222.333.555",
            "other_company_ids": [],
            "extn": null,
            "login_count": 360,
            "preferences": {
                "agent_preferences": {
                    "field_service": {
                        "dismissed_sample_scheduling_dashboard": false
                    },
                    "shortcuts_mapping": [],
                    "falcon_ui": true,
                    "show_onBoarding": false,
                    "notification_timestamp": "2018-01-03T13:32:24Z",
                    "undo_send": false,
                    "show_monthly_to_annual_notification": false,
                    "focus_mode": false,
                    "search_settings": {
                        "tickets": {
                            "include_attachment_names": true,
                            "include_description": true,
                            "include_notes": true,
                            "include_other_properties": true,
                            "archive": true,
                            "include_subject": true
                        }
                    },
                    "show_loyalty_upgrade": false,
                    "shortcuts_enabled": true
                },
                "user_preferences": {
                    "was_agent": false,
                    "agent_deleted_forever": false,
                    "marked_for_hard_delete": false
                },
                "password_expiry_date": "2117-11-04 07:36:12 UTC"
            },
            "delta": true,
            "external_id": null,
            "address": null,
            "blocked": false,
            "created_at": "2017-11-28T07:35:26Z",
            "import_id": null,
            "posts_count": 0,
            "type": "agent",
            "helpdesk_agent": true,
            "updated_at": "2020-12-07T20:39:47Z",
            "mobile": null,
            "deleted_at": null,
            "time_zone": "Chennai",
            "deleted": false,
            "phone": null,
            "unique_external_id": null,
            "sanitized_mobile": null,
            "active": true
        }
    },
  "account_id": "13",
  "domain": "sample.freshdesk.com",
  "event": "onAgentDelete",
  "timestamp": 1632216315.305841,
  "version": "1.3.6"
}

Configure onAgentCreate, onAgentUpdate, and onAgentDelete

onAgentCreate

Attributes of the data object

onAgentUpdate

Attributes of the data object

onAgentDelete

Attributes of the data object