Freshworks Developer Platform Docs

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onConversationCreate

The onConversationCreate event is triggered,

When an agent/requester/end user replies to a ticket.
When an agent adds a public/private note to the ticket.
When an agent replies to a forwarded ticket.
When a requestor/end user replies to a ticket.

The requestor refers to a contact or an end user who used the Customer support portal to raise a ticket. A requester/end user can only reply to a ticket; an agent can reply and add public/private notes. Replies and public notes are considered as responses.

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

manifest.json

"events": {
  "onConversationCreate": {
    "handler": "onConversationCreateCallback"
  }
}

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

server.js

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

Attributes of the data object

actorobject
Information pertaining to the entity (agent/requestor) who initiated the conversation in the Freshdesk system or the Customer support portal.
- 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
  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: 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
conversationobject
Information pertaining to the ticket that has been permanently deleted from the Freshdesk system.
- account_idinteger
  Identifier of the Freshdesk account, auto-generated when the account is configured for an organization.
- archieveboolean
  Specifies whether the ticket around which the conversation is initiated is archived in the Freshdesk system. For onConversationCreate, this attribute value is false.
  Possible values: true, false
- attachment_idsarray of strings
  Identifiers of the attachments added to a response, auto-generated when the attachment is stored in the Freshdesk system.
- attachmentsarray of object
  Information pertaining to the attachments enclosed for reference when an agent or requester/end user sends a response , adds a note, or replies to a forward.
  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.
- bcc_emailsarray of strings
  Email addresses that the agents or requester/end user add to the Bcc field when sending a reply or forward. For notes, this attribute value is null.
- bodystring
  Content of the response or private note , in HTML format. The content is truncated if it exceeds 10 KB.
- body_textstring
  Content of the response or private note, in plain text format. The content is truncated if it exceeds 10 KB.
- categoryobject
  Identifier of the category of the response that triggered the conversation event.
  idinteger
  Identifier of the response category, auto-generated when Freshworks creates a new category in Freshdesk.
  namestring
  Meaningful description of the response category. For example, agent_private_response indicates that an agent added a private note and this initiated the conversation.
- cc_emailsarray of strings
  Email addresses that the agents or requester/end user add to the Cc field when sending a reply or forward. For notes, this attribute value is null.
- created_atstring
  Timestamp of when the conversation was created in the Freshdesk system, specified in the UTC format.
- deletedboolean
  Specifies whether the response that initiated the conversation is deleted. For onConversationCreate, this attribute value is false.
  Possible values: true, false
- email_config_idinteger
  For outgoing mail replies (replies sent by an agent) or forwards, email_config_id is the customized support email address that the agent uses to reply.
  If the agent or requester uses a channel other than email to send the response, this attribute value is null.
  For incoming mail replies and notes, this attribute value is null.
- from_emailstring
  For outgoing mail replies (replies sent by an agent) or forwards, from_email is the support email address that the agent uses to reply.
  For incoming replies (replies sent by a requester/end user), from_email is the email address that the requester/end user uses to reply.
  If the agent or requester uses a channel other than email to send the response, this attribute value is null.
  For notes, this attribute value is null.
- header_infostring
  For mail replies, header_info is the email header that identifies the email’s route and other sender/receiver details.
  For notes, this attribute value is null.
- idinteger
  Identifier of the conversation object, auto-generated when a conversation record is created in the Freshdesk system.
- incomingboolean
  Specifies whether the response that created the conversation is an incoming response (from a requester/end user).
  Possible values: true, false
- is_body_text_truncatedboolean
  Specifies whether conversation.body_text is truncated.
  Possible values: true, false
- is_body_truncatedboolean
  Specifies whether conversation.body is truncated.
  Possible values: true, false
- kindstring
  Type of response that triggered the conversation event.
  Possible values: public note, private note
- last_modified_timestampstring
  Timestamp indicating when the conversation was last updated in the Freshdesk system.
  For onConversationCreate, this value is null.
- last_modified_user_idstring
  Identifier of the agent/requestor/end user who made the most recent update to the conversation.
  For onConversationCreate, this attribute value is false.
- privateboolean
  Specifies whether the note added to the ticket is private (intended for internal sharing).
  For incoming responses, this value is false.
  Possible values: true, false
- response_time_in_bhrsinteger
  Time taken, during business hours, between receiving the ticket and creating the conversation (sending the first response).
- response_time_in_secondsinteger
  Time taken between receiving the ticket and creating the conversation (sending the first response).
- response_violatedboolean
  Specifies whether the time taken for the conversation to start violates the SLA policy setup in the Freshdesk system.
  Possible values: true, false
- sourceinteger
  Identifies the source of the conversation.
  For incoming conversations, source is the channel through which the conversation is created in the Freshdesk system.
  For outgoing conversations, source is the channel through which the agent chooses to respond, after viewing the channel through which the ticket/previous conversation is created.
  Possible values:
  0: Reply sent via email.
  2: Private/Public note added to the ticket.
  5: Reply sent through twitter.
  7: Reply sent through facebook.
  8: Reply sent to a forwarded message.
- source_additional_infoobject
  Additional information pertaining to the source that triggered the conversation event.
  emailobject
  Details pertaining to the email response that triggered the conversation event.
  received_atstring
  Timestamp indicating when the response was created in the Freshdesk system. For notes, this attribute value is null.
- support_emailstring
  For outgoing replies/forwards, support_email is the email address of the support mailbox from which the agent sends/forwards the reply.
  For incoming replies, support_email is the support email address to which the requester/end user sends the reply. If the sender adds multiple support email addresses, the Freshdesk system handles the appropriate threading of the conversation (reply) to the ticket and thereby decides which of the addresses are added as the support_email value.
  For public/private notes, this value is null.
- ticket_idinteger
  Identifier of the ticket, auto-generated when a ticket is created in the Freshdesk system, based on which the conversation is initiated.
- to_email_user_idsarray of strings
  For outgoing mail replies (replies sent by an agent) or forwards, to_email_user_ids are the identifiers of the people to whom the agent sends a reply or forwards a conversation.
  For incoming replies (replies sent by a requester/end user), this attribute value is null. If the agent or requester uses a channel other than email to send the response, this attribute value is null.
  For notes, this attribute value is null.
- to_email_user_uidsarray of strings
  Organization-level identifiers corresponding to the to_email_user_ids.
- to_emailsarray of strings
  For outgoing mail replies (replies sent by an agent) or forwards, to_emails are the email addresses to which the agent sends a reply or forwards a conversation.
  For incoming replies (replies sent by a requester/end user), to_emails are the support email addresses to which the requester/end user sends a reply.
  If the agent or requester uses a channel other than email to send the response, this attribute value is null.
  For notes, this attribute value is null.
- updated_atstring
  Timestamp of when the conversation was last updated in the Freshdesk system, specified in the UTC format.
  For onConversationCreate, the updated_at value is the same as the created_at value.
- user_idinteger
  Identifier of the user record (in the Freshworks’ system) corresponding to the agent or requester/end user whose action triggered the product event.

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": "2021-09-21T17:09:29Z",
      "current_login_at": "2021-11-10T09:22:27Z",
      "current_login_ip": "3.105.76.33",
      "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": 23,
      "import_id": null,
      "job_title": null,
      "language": "en",
      "last_login_at": "2021-11-05T08:02:40Z",
      "last_login_ip": "13.222.333.555",
      "last_name": null,
      "last_seen_at": null,
      "login_count": 12,
      "mobile": null,
      "name": "Minerva",
      "org_agent_id": "360472618808558662",
      "org_contact_id": null,
      "other_company_ids": [],
      "other_emails": [],
      "parent_id": 0,
      "phone": null,
      "posts_count": 1,
      "preferences": {
        "agent_preferences": {
          "falcon_ui": false,
          "field_service": {
            "dismissed_sample_scheduling_dashboard": false
          },
          "focus_mode": true,
          "gdpr_acceptance": false,
          "gdpr_admin_id": 51000000317,
          "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": "27606985387162255149739548641414144503904295172613563022762511798632447",
      "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": "2021-09-21T17:10:33Z",
      "user_role": null,
      "visitor_id": null,
      "whitelisted": false
    },
    "conversation": {
      "account_id": 13,
      "archive": false,
      "attachment_ids": [],
      "attachments": [
        {
          "attachment_url": "https://s3.amazonaws.com/cdn.freshdesk.com/data/helpdesk/attachments/production/9019290053/original/sample.jpg",
          "content_type": "image/jpeg",
          "created_at": "2016-12-22T09:37:47Z",
          "file_size": 78942,
          "id": 9019290053,
          "name": "sample.jpg",
          "updated_at": "2016-12-22T09:37:47Z"
        }
      ],
      "bcc_emails": [
        "diana.test@example.com",
        "ram.test@example.com"
      ],
      "body": "<div style=\"font-family:-apple-system, BlinkMacSystemFont, Segoe UI, Roboto, Helvetica Neue, Arial, sans-serif; font-size:14px\"><div dir=\"ltr\">Our support executive will call you shortly</div></div>",
      "body_text": "Our support executive will call you shortly",
      "category": {
        "id": 2,
        "name": "agent_private_response"
      },
      "cc_emails": [
        "diana.test@example.com",
        "ram.test@example.com"
      ],
      "created_at": "2021-11-10T09:50:59Z",
      "deleted": false,
      "email_config_id": null,
      "from_email": "rachel.test@example.com",
      "header_info": null,
      "id": 5,
      "incoming": false,
      "is_body_text_truncated": false,
      "is_body_truncated": false,
      "kind": "private_note",
      "last_modified_timestamp": null,
      "last_modified_user_id": null,
      "notable_id": 2127,
      "notable_type": "Helpdesk::Ticket",
      "private": true,
      "response_time_by_bhrs": null,
      "response_time_in_seconds": null,
      "response_violated": null,
      "source": 2,
      "source_additional_info": {
        "email": {
          "received_at": null
        }
      },
      "support_email": "rachel.test@example.com",
      "ticket_id": 452,
      "to_email_user_ids": [],
      "to_email_user_uids": null,
      "to_emails": [
        "diana.test@example.com",
        "ram.test@example.com"
      ],
      "updated_at": "2021-11-10T09:50:59Z",
      "user_id": 23423
    }
  },
  "domain": "sample.freshdesk.com",
  "event": "onConversationCreate",
  "region": "AUS",
  "timestamp": 1636537859.6476798
}

onConversationUpdate

The onConversationUpdate event is triggered,

When an agent modifies the private/public note added to a ticket (first response) or conversation.
When an agent replies to the conversation created.
When an agent forwards a conversation.
When a requestor/end user replies to a conversation created.
When an agent deletes a response added to the conversation.
When an agent deletes a forwarded conversation.

A conversation is created when the agent/requester/end user adds the first response to a ticket raised in the Freshdesk system.

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

manifest.json

"events": {
  "onConversationUpdate": {
    "handler": "onConversationUpdateCallback"
  }
}

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

server.js

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

Attributes of the data object

actorobject
Information pertaining to the conversation updated in the Freshdesk system, as a result of editing an existing note or forwarding a response.
- 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
conversationobject
Information pertaining to the ticket that has been permanently deleted from the Freshdesk system.
- account_idinteger
  Identifier of the Freshdesk account, auto-generated when the account is configured for an organization.
- archieveboolean
  Specifies whether the ticket around which the conversation is initiated is archived in the Freshdesk system.
  For onConversationCreate, this attribute value is false.
  Possible values: true, false
- attachment_idsarray of strings
  Identifiers of the attachments added to a response, auto-generated when the attachment is stored in the Freshdesk system.
- attachmentsarray of object
  Information pertaining to the attachments enclosed for reference when an agent or requester/end user sends a response , adds a note, or replies to a forward.
  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.
- bcc_emailsarray of strings
  Email addresses that the agents or requester/end user add to the Bcc field when sending a reply or forward. For notes, this attribute value is null.
- bodystring
  Content of the response or private note , in HTML format. The content is truncated if it exceeds 10 KB.
- body_textstring
  Content of the response or private note, in plain text format. The content is truncated if it exceeds 10 KB.
- categoryobject
  Identifier of the category of the response that triggered the conversation event.
  idinteger
  Identifier of the response category, auto-generated when Freshworks creates a new category in Freshdesk.
  namestring
  Meaningful description of the response category. For example, agent_private_response indicates that an agent added a private note and this initiated the conversation.
- cc_emailsarray of strings
  Email addresses that the agents or requester/end user add to the Cc field when sending a reply or forward.
  For notes, this attribute value is null.
- changesobject
  Changes that triggered the onConversationUpdate event, specified as a JSON object of the following format:
  "changes": { //For non-array attributes "<conversation.attribute that changed>": ["Old value", "New value"] }
- created_atstring
  Timestamp of when the conversation was created in the Freshdesk system, specified in the UTC format.
- deletedboolean
  Specifies whether the response that initiated the conversation is deleted. For onConversationCreate, this attribute value is false.
  Possible values: true, false
- email_config_idinteger
  For outgoing mail replies (replies sent by an agent) or forwards, email_config_id is the customized support email address that the agent uses to reply.
  If the agent or requester uses a channel other than email to send the response, this attribute value is null.
  For incoming mail replies and notes, this attribute value is null.
- from_emailstring
  For outgoing mail replies (replies sent by an agent) or forwards, from_email is the support email address that the agent uses to reply.
  For incoming replies (replies sent by a requester/end user), from_email is the email address that the requester/end user uses to reply.
  If the agent or requester uses a channel other than email to send the response, this attribute value is null.
  For notes, this attribute value is null.
- header_infostring
  For mail replies, header_info is the email header that identifies the email’s route and other sender/receiver details.
  For notes, this attribute value is null.
- idinteger
  Identifier of the conversation object, auto-generated when a conversation record is created in the Freshdesk system.
- incomingboolean
  Specifies whether the response that created the conversation is an incoming response (from a requester/end user).
  Possible values: true, false
- is_body_text_truncatedboolean
  Specifies whether conversation.body_text is truncated.
  Possible values: true, false
- is_body_truncatedboolean
  Specifies whether conversation.body is truncated.
  Possible values: true, false
- kindstring
  Type of response that triggered the conversation event.
  Possible values: public note, private note
- last_modified_timestampstring
  Timestamp indicating when the conversation was last updated in the Freshdesk system.
  For onConversationCreate, this value is null.
- last_modified_user_idstring
  Identifier of the agent/requestor/end user who made the most recent update to the conversation.
  For onConversationCreate, this attribute value is false.
- privateboolean
  Specifies whether the note added to the ticket is private (intended for internal sharing).
  For incoming responses, this value is false.
  Possible values: true, false
- response_time_in_bhrsinteger
  Time taken, during business hours, between receiving the ticket and creating the conversation (sending the first response).
- response_time_in_secondsinteger
  Time taken between receiving the ticket and creating the conversation (sending the first response).
- response_violatedboolean
  Specifies whether the time taken for the conversation to start violates the SLA policy setup in the Freshdesk system.
  Possible values: true, false
- sourceinteger
  Identifies the source of the conversation.
  For incoming conversations, source is the channel through which the conversation is created in the Freshdesk system.
  For outgoing conversations, source is the channel through which the agent chooses to respond, after viewing the channel through which the ticket/previous conversation is created.
  Possible values:
  0: Reply sent via email.
  2: Private/Public note added to the ticket.
  5: Reply sent through twitter.
  7: Reply sent through facebook.
  8: Reply sent to a forwarded message.
- source_additional_infoobject
  Additional information pertaining to the source that triggered the conversation event.
  emailobject
  Details pertaining to the email response that triggered the conversation event.
  received_atstring
  Timestamp indicating when the response was created in the Freshdesk system. For notes, this attribute value is null.
- support_emailstring
  For outgoing replies/forwards, support_email is the email address of the support mailbox from which the agent sends/forwards the reply.
  For incoming replies, support_email is the support email address to which the requester/end user sends the reply. If the sender adds multiple support email addresses, the Freshdesk system handles the appropriate threading of the conversation (reply) to the ticket and thereby decides which of the addresses are added as the support_email value.
  For public/private notes, this value is null.
- ticket_idinteger
  Identifier of the ticket, auto-generated when a ticket is created in the Freshdesk system, based on which the conversation is initiated.
- to_email_user_idsarray of strings
  For outgoing mail replies (replies sent by an agent) or forwards, to_email_user_ids are the identifiers of the people to whom the agent sends a reply or forwards a conversation.
  For incoming replies (replies sent by a requester/end user), this attribute value is null. If the agent or requester uses a channel other than email to send the response, this attribute value is null.
  For notes, this attribute value is null.
- to_email_user_uidsarray of strings
  Organization-level identifiers corresponding to the to_email_user_ids.
- to_emailsarray of strings
  For outgoing mail replies (replies sent by an agent) or forwards, to_emails are the email addresses to which the agent sends a reply or forwards a conversation.
  For incoming replies (replies sent by a requester/end user), to_emails are the support email addresses to which the requester/end user sends a reply.
  If the agent or requester uses a channel other than email to send the response, this attribute value is null.
  For notes, this attribute value is null.
- updated_atstring
  Timestamp of when the conversation was last updated in the Freshdesk system, specified in the UTC format.
  For onConversationCreate, the updated_at value is the same as the created_at value.
- user_idinteger
  Identifier of the user record (in the Freshworks’ system) corresponding to the agent or requester/end user whose action triggered the product event.

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": "2021-09-21T17:09:29Z",
      "current_login_at": "2021-11-10T09:22:27Z",
      "current_login_ip": "3.105.222.555",
      "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": 127,
      "import_id": null,
      "job_title": null,
      "language": "en",
      "last_login_at": "2021-11-05T08:02:40Z",
      "last_login_ip": "13.555.666",
      "last_name": null,
      "last_seen_at": null,
      "login_count": 12,
      "mobile": null,
      "name": "Rachel",
      "org_agent_id": "360",
      "org_contact_id": null,
      "other_company_ids": [],
      "other_emails": [],
      "parent_id": 0,
      "phone": null,
      "posts_count": 1,
      "preferences": {
        "agent_preferences": {
          "falcon_ui": false,
          "field_service": {
              "dismissed_sample_scheduling_dashboard": false
          },
          "focus_mode": true,
          "gdpr_acceptance": false,
          "gdpr_admin_id": 510,
          "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": "27606985387162255149739548641414144503904295172613563022762511798632447",
      "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": "2021-09-21T17:10:33Z",
      "user_role": null,
      "visitor_id": null,
      "whitelisted": false
    },
    "conversation": {
      "account_id": 13,
      "archive": false,
      "attachment_ids": [],
      "attachments": [],
      "bcc_emails": [],
      "body": "<div style=\"font-family:-apple-system, BlinkMacSystemFont, Segoe UI, Roboto, Helvetica Neue, Arial, sans-serif; font-size:14px\"><div dir=\"ltr\"> Hello, how can we assist you today?</div></div>",
      "body_text": "Hello, how can we assist you today?",
      "category": {
        "id": 2,
        "name": "agent_private_response"
      },
      "cc_emails": [],
      "changes": {
        "body": [
          "Hello, how can we assist you today?",
          null
        ],
        "body_html": [
          "<div style=\"font-family:-apple-system, BlinkMacSystemFont, Segoe UI, Roboto, Helvetica Neue, Arial, sans-serif; font-size:14px\"><div dir=\"ltr\"> Hello, how can we assist you today?</div></div>*",
          null
        ],
        "full_text": [
          "*",
          null
        ],
        "full_text_html": [
          "*",
          null
        ]
      },
      "created_at": "2021-11-10T09:50:59Z",
      "deleted": false,
      "email_config_id": null,
      "from_email": null,
      "header_info": null,
      "id": 842,
      "incoming": false,
      "is_body_text_truncated": false,
      "is_body_truncated": false,
      "kind": "private_note",
      "last_modified_timestamp": "2021-11-10T09:51:04+00:00",
      "last_modified_user_id": "127",
      "notable_id": 2127,
      "notable_type": "Helpdesk::Ticket",
      "private": true,
      "response_time_by_bhrs": null,
      "response_time_in_seconds": null,
      "response_violated": null,
      "source": 2,
      "source_additional_info": {
        "email": {
          "received_at": null
        }
      },
      "support_email": null,
      "ticket_id": 2127,
      "to_email_user_ids": [],
      "to_email_user_uids": null,
      "to_emails": [],
      "updated_at": "2021-11-10T09:50:59Z",
      "user_id": 127
    }
  },
  "domain": "sample.freshdesk.com",
  "event": "onConversationUpdate",
  "region": "AUS",
  "timestamp": 1636537864.381103
}

onConversationDelete

The onConversationDelete event is triggered when an agent deletes the ticket to which a conversation is associated. Deleting the ticket also deletes the entire conversation.

Note:Deleting a response triggers only the onConversationUpdate event and not the onConversationDelete event as the conversation thread is still associated with the ticket.

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

manifest.json

"events": {
  "onConversationDelete": {
    "handler": "onConversationDeleteCallback"
  }
}

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

server.js

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

Attributes of the data object

actorobject
Information pertaining to the conversation updated in the Freshdesk system, as a result of editing an existing note or forwarding a response.
- 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
conversationobject
Identifier of the conversation that is deleted from the Freshdesk system.
- idinteger
  Identifier of the conversation object, auto-generated when a conversation record is created in the Freshdesk system.

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": "2021-09-21T17:09:29Z",
      "current_login_at": "2021-11-10T09:22:27Z",
      "current_login_ip": "3.105.222.555",
      "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": 127,
      "import_id": null,
      "job_title": null,
      "language": "en",
      "last_login_at": "2021-11-05T08:02:40Z",
      "last_login_ip": "13.555.666",
      "last_name": null,
      "last_seen_at": null,
      "login_count": 12,
      "mobile": null,
      "name": "Rachel",
      "org_agent_id": "360",
      "org_contact_id": null,
      "other_company_ids": [],
      "other_emails": [],
      "parent_id": 0,
      "phone": null,
      "posts_count": 1,
      "preferences": {
        "agent_preferences": {
          "falcon_ui": false,
          "field_service": {
            "dismissed_sample_scheduling_dashboard": false
          },
          "focus_mode": true,
          "gdpr_acceptance": false,
          "gdpr_admin_id": 510,
          "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": "27606985387162255149739548641414144503904295172613563022762511798632447",
      "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": "2021-09-21T17:10:33Z",
      "user_role": null,
      "visitor_id": null,
      "whitelisted": false
    },
    "conversation": {
      "id": 842
    }
  },
  "domain": "sample.freshdesk.com",
  "event": "onConversationDelete",
  "region": "AUS",
  "timestamp": 1636538422.9016666
}

Configure onConversationCreate, onConversationUpdate, and onConversationDelete

onConversationCreate

Attributes of the data object

onConversationUpdate

Attributes of the data object

onConversationDelete

Attributes of the data object