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onCannedResponseCreate

The Freshdesk system enables agents to create predefined responses (canned responses) to quickly respond to common customer queries that come in the form of tickets. When an agent creates a canned response and saves it to the Freshdesk system, the onCannedResponseCreate event is triggered.

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

manifest.json

"events": {
  "onCannedResponseCreate": {
      "handler": "onCannedResponseCreateCallback"
  }
}

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

server.js

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

Attributes of the data object

actorobject
Information pertaining to the entity who created the canned response 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 onCompanyCreate, this attribute value is null. If the actor is an agent or the Freshdesk system, 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
  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: agent, contact
- 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
associationsobject
All associated objects of the article object, which specify additional information pertaining to the article created.
- folderobject
  Details about the folder in which the canned response is saved.
  created_atstring
  Timestamp of when the folder is created in the Freshdesk system, specified in the UTC format.
  deletedboolean
  Specifies whether the folder to which the canned response is saved has been deleted from the Freshdesk system. Possible values: true, false
  folder_typeinteger
  dentifier of the purpose for which the folder is created. Folders can be created in the Freshdesk system to categorize different entities such as articles or canned responses. Depending on where a folder is created, a folder_type identifier is auto-generated and associated with the folder.
  idinteger
  dentifier of the folder in which the canned response is saved, auto-generated when a folder is created in the Freshdesk system.
  is_defaultboolean
  Specifies whether the folder that folder.id identifies is a default folder in the Freshdesk system. By default, two folders, Personal and General, are available in Freshdesk.
  Possible values: true, false
  namestring
  Name of the folder in which the canned response is saved.
  updated_atstring
  Timestamp of when the folder name was last updated, specified in the UTC format.
- shared_attachmentsarray of objects
  Information pertaining to all the attachments enclosed as part of the canned response.
  attachment_urlstring
  Link to the location from where the attached document can be retrieved.
  content_typestring
  Format of the attached document. For example, image/jpeg.
  created_atstring
  Timestamp of when the attached document is stored, specified in the UTC format.
  file_sizeinteger
  Size of the attached document.
  idinteger
  Identifier of the attachment object, auto-generated when the attached document is stored.
  namestring
  Name of the attached document specified in the . format.
  updated_atstring
  Timestamp of when the attached document is last updated, specified in the UTC format.
canned_responseobject
Information pertaining to the canned response created in the Freshdesk system.
- attachment_idsarray of strings
  Identifiers of the attachments enclosed as part of the canned response saved in the Freshdesk system.
- contentstring
  Message content of the canned response, specified as plain text.
- content_htmlstring
  Message content of the canned response in HTML format, as saved in the Freshdesk system.
- created_atstring
  Timestamp of when the canned response is created in the Freshdesk system, specified in the UTC format.
- deletedboolean
  Specifies whether the canned response has been deleted from the Freshdesk system. Possible values: true, false
- folder_idinteger
  Identifier of the folder in which the canned response is saved in the Freshdesk system.
- idinteger
  Identifier of the canned response object, auto-generated when a canned response is created in the Freshdesk system.
- titlestring
  Description of the canned response, specified as Response title when creating a canned response.
- updated_atstring
  Timestamp of when the canned response was last updated in the Freshdesk system, specified in the UTC format.
  For onCannedResponseCreate, the updated_at value is the same as the created_at value.
- visibilityobject
  View permissions associated with the canned response.
  group_idsarray of integers
  Identifiers of the agent groups to which the canned response is available, if visibility is 3.
  user_idarray of integers
  Identifiers of the agents to whom the canned response is available, if visibility is 3.
  visibilityinteger
  Indicates who can view the folder in which the canned response is saved.
  Possible values:
  1: Myself
  2: All agents
  3: Agents in group

Sample payload

{
  "account_id": "19",
  "data": {
    "actor": {
      "account_id": 19,
      "active": true,
      "address": null,
      "blocked": false,
      "blocked_at": null,
      "city": null,
      "company_id": null,
      "country": null,
      "created_at": "2020-11-10T05:47:18Z",
      "current_login_at": "2021-12-03T05:20:35Z",
      "current_login_ip": "11.333.555.111",
      "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,
      "first_name": "Rachel",
      "helpdesk_agent": true,
      "id": 44,
      "import_id": null,
      "job_title": null,
      "language": "en",
      "last_login_at": "2021-12-02T05:31:03Z",
      "last_login_ip": "11.333.555.111",
      "last_name": null,
      "last_seen_at": null,
      "login_count": 43,
      "mobile": null,
      "name": "Rachel",
      "org_agent_id": "40",
      "org_contact_id": null,
      "other_company_ids": [],
      "other_emails": [],
      "parent_id": 0,
      "phone": "0987654321",
      "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": {
              "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": true,
          "show_onBoarding": true,
          "undo_send": false
        },
        "password_expiry_date": "2120-10-17 05:47:18 UTC",
        "user_preferences": {
          "agent_deleted_forever": false,
          "marked_for_hard_delete": false,
          "was_agent": false
        }
      },
      "privileges": "234578999",
      "sanitized_mobile": null,
      "sanitized_phone": "0987654321",
      "second_email": null,
      "state": null,
      "tags": [],
      "time_zone": "Eastern Time (US & Canada)",
      "timezone": "America/New_York",
      "twitter_id": null,
      "type": "agent",
      "unique_external_id": null,
      "updated_at": "2020-11-10T09:46:38Z",
      "user_role": null,
      "visitor_id": null,
      "whitelisted": false
  },
  "associations": {
    "folder": {
      "created_at": "2020-11-10T05:47:19Z",
      "deleted": false,
      "folder_type": 100,
      "id": 77,
      "is_default": true,
      "name": "Personal_11010177636",
      "updated_at": "2020-11-10T05:47:19Z"
    },
    "shared_attachments": []
  },
    "canned_response": {
      "attachment_ids": [],
      "content": "Solves network issues",
      "content_html": "<div dir=\"ltr\">\n<div>Solves network issues</div>\n</div>",
      "created_at": "2021-12-03T05:21:54Z",
      "deleted": false,
      "folder_id": 77,
      "id": 99,
      "title": "Network resolution type1",
      "updated_at": "2021-12-03T05:21:54Z",
      "visibility": {
        "group_ids": [],
        "user_id": [
          44
        ],
        "visibility": 1
      }
    }
  },
  "domain": "sample.freshdesk.com",
  "event": "onCannedResponseCreate",
  "region": "US",
  "timestamp": 1638508914.6694083,
  "version": "1.0.4"
}

onCannedResponseUpdate

When an agent updates the canned response saved in the Freshdesk system, the onCannedResponseUpdate event is triggered. Modifications to the following fields of a saved canned response triggers the onCannedResponseUpdate event:

Response title
Message
Attachments
Visibility
Folder

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

manifest.json

"events": {
  "onCannedResponseUpdate": {
    "handler": "onCannedResponseUpdateCallback"
  }
}

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

server.js

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

Attributes of the data object

actorobject
Information pertaining to the entity who updated the canned response 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 onCompanyCreate, this attribute value is null. If the actor is an agent or the Freshdesk system, 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
  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: agent, contact
- 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
associationsobject
All associated objects of the canned response object, which specify additional information pertaining to the canned response updated.
- folderobject
  Details about the folder in which the canned response is saved.
  created_atstring
  Timestamp of when the folder is created in the Freshdesk system, specified in the UTC format.
  deletedboolean
  Specifies whether the folder to which the canned response is saved has been deleted from the Freshdesk system. Possible values: true, false
  folder_typeinteger
  dentifier of the purpose for which the folder is created. Folders can be created in the Freshdesk system to categorize different entities such as articles or canned responses. Depending on where a folder is created, a folder_type identifier is auto-generated and associated with the folder.
  idinteger
  dentifier of the folder in which the canned response is saved, auto-generated when a folder is created in the Freshdesk system.
  is_defaultboolean
  Specifies whether the folder that folder.id identifies is a default folder in the Freshdesk system. By default, two folders, Personal and General, are available in Freshdesk.
  Possible values: true, false
  namestring
  Name of the folder in which the canned response is saved.
  updated_atstring
  Timestamp of when the folder name was last updated, specified in the UTC format.
- shared_attachmentsarray of objects
  Information pertaining to all the attachments enclosed as part of the canned response.
  attachment_urlstring
  Link to the location from where the attached document can be retrieved.
  content_typestring
  Format of the attached document. For example, image/jpeg.
  created_atstring
  Timestamp of when the attached document is stored, specified in the UTC format.
  file_sizeinteger
  Size of the attached document.
  idinteger
  Identifier of the attachment object, auto-generated when the attached document is stored.
  namestring
  Name of the attached document specified in the . format.
  updated_atstring
  Timestamp of when the attached document is last updated, specified in the UTC format.
canned_responseobject
Information pertaining to the canned response that is modified in the Freshdesk system.
- attachment_idsarray of strings
  Identifiers of the attachments enclosed as part of the canned response saved in the Freshdesk system.
- contentstring
  Message content of the canned response, specified as plain text.
- content_htmlstring
  Message content of the canned response in HTML format, as saved in the Freshdesk system.
- created_atstring
  Timestamp of when the canned response is created in the Freshdesk system, specified in the UTC format.
- deletedboolean
  Specifies whether the canned response has been deleted from the Freshdesk system. Possible values: true, false
- folder_idinteger
  Identifier of the folder in which the canned response is saved in the Freshdesk system.
- idinteger
  Identifier of the canned response object, auto-generated when a canned response is created in the Freshdesk system.
- titlestring
  Description of the canned response, specified as Response title when creating a canned response.
- updated_atstring
  Timestamp of when the canned response was last updated in the Freshdesk system, specified in the UTC format.
  For onCannedResponseCreate, the updated_at value is the same as the created_at value.
- visibilityobject
  View permissions associated with the canned response.
  group_idsarray of integers
  Identifiers of the agent groups to which the canned response is available, if visibility is 3.
  user_idarray of integers
  Identifiers of the agents to whom the canned response is available, if visibility is 3.
  visibilityinteger
  Indicates who can view the folder in which the canned response is saved.
  Possible values:
  1: Myself
  2: All agents
  3: Agents in group
changesobject
Changes that triggered the onCannedResponseUpdate event, specified as a JSON object of the following format:
```
"changes": {
  "misc_changes": {},
  "model_changes": {
    //For non-array attributes
    "<canned_response.attribute that changed>": ["Old value", "New value"]
  },
  "system_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": "19",
  "data": {
    "actor": {
      "account_id": 19,
      "active": true,
      "address": null,
      "blocked": false,
      "blocked_at": null,
      "city": null,
      "company_id": null,
      "country": null,
      "created_at": "2020-11-10T05:47:18Z",
      "current_login_at": "2021-12-03T05:20:35Z",
      "current_login_ip": "11.333.555.111",
      "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,
      "first_name": "Rachel",
      "helpdesk_agent": true,
      "id": 44,
      "import_id": null,
      "job_title": null,
      "language": "en",
      "last_login_at": "2021-12-02T05:31:03Z",
      "last_login_ip": "11.333.555.111",
      "last_name": null,
      "last_seen_at": null,
      "login_count": 43,
      "mobile": null,
      "name": "Rachel",
      "org_agent_id": "40",
      "org_contact_id": null,
      "other_company_ids": [],
      "other_emails": [],
      "parent_id": 0,
      "phone": "0987654321",
      "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": {
              "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": true,
          "show_onBoarding": true,
          "undo_send": false
        },
        "password_expiry_date": "2120-10-17 05:47:18 UTC",
        "user_preferences": {
          "agent_deleted_forever": false,
          "marked_for_hard_delete": false,
          "was_agent": false
        }
      },
      "privileges": "234578999",
      "sanitized_mobile": null,
      "sanitized_phone": "0987654321",
      "second_email": null,
      "state": null,
      "tags": [],
      "time_zone": "Eastern Time (US & Canada)",
      "timezone": "America/New_York",
      "twitter_id": null,
      "type": "agent",
      "unique_external_id": null,
      "updated_at": "2020-11-10T09:46:38Z",
      "user_role": null,
      "visitor_id": null,
      "whitelisted": false
    },
    "associations": {
    "folder": {
        "created_at": "2020-11-10T05:47:19Z",
        "deleted": false,
        "folder_type": 100,
        "id": 77,
        "is_default": true,
        "name": "Personal_11010177636",
        "updated_at": "2020-11-10T05:47:19Z"
      },
      "shared_attachments": []
    },
    "canned_response": {
      "attachment_ids": [],
      "content": "Check router connectivity",
      "content_html": "<div dir=\"ltr\">\n<div>Check router connectivity</div>\n</div>",
      "created_at": "2021-12-03T05:21:54Z",
      "deleted": false,
      "folder_id": 77,
      "id": 99,
      "title": "Canned Response with steps",
      "updated_at": "2021-12-03T05:22:08Z",
      "visibility": {
        "group_ids": [],
        "user_id": [
            44
        ],
        "visibility": 1
      }
    },
    "changes": {
      "misc_changes": {},
      "model_changes": {
        "content": [
          "Check router connectivity",
          "wifi issue"
        ],
        "content_html": [
          "<div dir=\"ltr\">\n<div>Check router connectivity</div>\n</div>",
          "<div dir=\"ltr\">\n<div>wifi issue\n</div>"
        ],
        "title": [
          "Canned Response 1",
          "Canned Response with steps"
        ]
      },
      "system_changes": {}
    }
  },
  "domain": "sample.freshdesk.com",
  "event": "onCannedResponseUpdate",
  "region": "US",
  "timestamp": 1638508928.0432234,
  "version": "1.0.4"
}

onCannedResponseDelete

When a canned response is deleted from the Freshdesk system, the onCannedResponseDelete event is triggered. Deleting the folder to which a canned response is saved also triggers the onCannedResponseDelete event.

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

manifest.json

"events": {
  "onCannedResponseDelete": {
    "handler": "onCannedResponseDeleteCallback"
  }
}

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

server.js

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

Attributes of the data object

actorobject
Information pertaining to the entity who deleted the canned response from 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: agent, contact
- 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 onCompanyCreate, this attribute value is null. If the actor is an agent or the Freshdesk system, 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
  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: agent, contact
- 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
associationsobject
All associated objects of the canned response object, which specify additional information pertaining to the canned response deleted.
- folderobject
  Details about the folder in which the canned response is saved.
  created_atstring
  Timestamp of when the folder is created in the Freshdesk system, specified in the UTC format.
  deletedboolean
  Specifies whether the folder to which the canned response is saved has been deleted from the Freshdesk system. Possible values: true, false
  folder_typeinteger
  dentifier of the purpose for which the folder is created. Folders can be created in the Freshdesk system to categorize different entities such as articles or canned responses. Depending on where a folder is created, a folder_type identifier is auto-generated and associated with the folder.
  idinteger
  dentifier of the folder in which the canned response is saved, auto-generated when a folder is created in the Freshdesk system.
  is_defaultboolean
  Specifies whether the folder that folder.id identifies is a default folder in the Freshdesk system. By default, two folders, Personal and General, are available in Freshdesk.
  Possible values: true, false
  namestring
  Name of the folder in which the canned response is saved.
  updated_atstring
  Timestamp of when the folder name was last updated, specified in the UTC format.
- shared_attachmentsarray of objects
  Information pertaining to all the attachments enclosed as part of the canned response.
  attachment_urlstring
  Link to the location from where the attached document can be retrieved.
  content_typestring
  Format of the attached document. For example, image/jpeg.
  created_atstring
  Timestamp of when the attached document is stored, specified in the UTC format.
  file_sizeinteger
  Size of the attached document.
  idinteger
  Identifier of the attachment object, auto-generated when the attached document is stored.
  namestring
  Name of the attached document specified in the . format.
  updated_atstring
  Timestamp of when the attached document is last updated, specified in the UTC format.
canned_responseobject
Information pertaining to the canned response that is deleted from the Freshdesk system.
- attachment_idsarray of strings
  Identifiers of the attachments enclosed as part of the canned response saved in the Freshdesk system.
- contentstring
  Message content of the canned response, specified as plain text.
- content_htmlstring
  Message content of the canned response in HTML format, as saved in the Freshdesk system.
- created_atstring
  Timestamp of when the canned response is created in the Freshdesk system, specified in the UTC format.
- deletedboolean
  Specifies whether the canned response has been deleted from the Freshdesk system. Possible values: true, false
- folder_idinteger
  Identifier of the folder in which the canned response is saved in the Freshdesk system.
- idinteger
  Identifier of the canned response object, auto-generated when a canned response is created in the Freshdesk system.
- titlestring
  Description of the canned response, specified as Response title when creating a canned response.
- updated_atstring
  Timestamp of when the canned response was last updated in the Freshdesk system, specified in the UTC format.
  For onCannedResponseCreate, the updated_at value is the same as the created_at value.
- visibilityobject
  View permissions associated with the canned response.
  group_idsarray of integers
  Identifiers of the agent groups to which the canned response is available, if visibility is 3.
  user_idarray of integers
  Identifiers of the agents to whom the canned response is available, if visibility is 3.
  visibilityinteger
  Indicates who can view the folder in which the canned response is saved.
  Possible values:
  1: Myself
  2: All agents
  3: Agents in group

Sample payload

{
  "account_id": "19",
  "data": {
    "actor": {
      "account_id": 19,
      "active": true,
      "address": null,
      "blocked": false,
      "blocked_at": null,
      "city": null,
      "company_id": null,
      "country": null,
      "created_at": "2020-11-10T05:47:18Z",
      "current_login_at": "2021-12-03T05:20:35Z",
      "current_login_ip": "11.333.555.111",
      "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,
      "first_name": "Rachel",
      "helpdesk_agent": true,
      "id": 44,
      "import_id": null,
      "job_title": null,
      "language": "en",
      "last_login_at": "2021-12-02T05:31:03Z",
      "last_login_ip": "11.333.555.111",
      "last_name": null,
      "last_seen_at": null,
      "login_count": 43,
      "mobile": null,
      "name": "Rachel",
      "org_agent_id": "40",
      "org_contact_id": null,
      "other_company_ids": [],
      "other_emails": [],
      "parent_id": 0,
      "phone": "0987654321",
      "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": {
              "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": true,
          "show_onBoarding": true,
          "undo_send": false
        },
        "password_expiry_date": "2120-10-17 05:47:18 UTC",
        "user_preferences": {
          "agent_deleted_forever": false,
          "marked_for_hard_delete": false,
          "was_agent": false
        }
      },
      "privileges": "234578999",
      "sanitized_mobile": null,
      "sanitized_phone": "0987654321",
      "second_email": null,
      "state": null,
      "tags": [],
      "time_zone": "Eastern Time (US & Canada)",
      "timezone": "America/New_York",
      "twitter_id": null,
      "type": "agent",
      "unique_external_id": null,
      "updated_at": "2020-11-10T09:46:38Z",
      "user_role": null,
      "visitor_id": null,
      "whitelisted": false
    },
    "associations": {},
    "canned_response": {
      "attachment_ids": [],
      "content": " \n Network Issue Resolution guide \n ",
      "content_html": "<div dir=\"ltr\">\n<div>Network Resolution Guide</div>\n</div>",
      "created_at": "2021-12-03T05:21:54Z",
      "deleted": true,
      "folder_id": 77,
      "id": 99,
      "title": "Network Issue Resolution",
      "updated_at": "2021-12-03T05:22:08Z",
      "visibility": {
        "group_ids": [],
        "user_id": [
          44
        ],
        "visibility": 1
      }
    }
  },
  "domain": "sample.freshdesk.com",
  "event": "onCannedResponseDelete",
  "region": "US",
  "timestamp": 1638508972.6293426,
  "version": "1.0.4"
}

Configure onCannedResponseCreate, onCannedResponseUpdate, and onCannedResponseDelete

onCannedResponseCreate

Attributes of the data object

onCannedResponseUpdate

Attributes of the data object

onCannedResponseDelete

Attributes of the data object