Configure onTicketCreate, onTicketUpdate, and onTicketDelete

onTicketCreate

When a new ticket is created in the Freshdesk system, the onTicketCreate event is triggered.

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

manifest.json
"events": {
  "onTicketCreate": {
    "handler": "onTicketCreateCallback"
  }
}

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

server.js
exports = {
  onTicketCreateCallback: function(payload) {
    console.log("Logging arguments from onTicketCreate event: " + JSON.stringify(payload));
  }
}

Attributes of the data object

  • actorobject

    Information pertaining to the system, agent, or requester who triggered the onTicketCreate event in the Freshdesk system.

  • requesterobject

    Information pertaining to the requester who raised the ticket in the Freshdesk system. 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.

  • ticketobject

    Information pertaining to the ticket raised in the Freshdesk system. Submitting a ticket triggers the onTicketCreate event.

onTicketUpdate

The onTicketUpdate event is triggered in the Freshdesk system when,

  • The status, priority, type, or source of the ticket is modified.
  • The agent or group associated with the ticket is modified.
  • The ticket is marked as spam.
  • The ticket is escalated for any reason.

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

manifest.json
"events": {
  "onTicketUpdate": {
    "handler": "onTicketUpdateCallback"
  }
}

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

server.js
exports = {
  onTicketUpdateCallback: function(payload) {
    console.log("Logging arguments from onTicketUpdate event: " + JSON.stringify(payload));
  }
}
Notes:
  • The onTicketUpdate event is not triggered when:
    • The tags associated with the ticket are modified.
    • The custom fields configured for a ticket in the Freshdesk system are modified.
  • When the agent assigned to the ticket replies or adds a note, the onConversationCreate event is triggered instead of the onTicketUpdate event.

Attributes of the data object

  • actorobject

    Information pertaining to the system, agent, or requester who triggered the onTicketUpdate event in the Freshdesk system.

  • requesterobject

    Information pertaining to the requester who raised the ticket in the Freshdesk system. 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.

  • ticketobject

    Information pertaining to the ticket raised in the Freshdesk system. Submitting a ticket triggers the onTicketUpdate event.

onTicketDelete

When a ticket is deleted from the Freshdesk system, the onTicketDelete event is triggered.

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

manifest.json
"events": {
  "onTicketDelete": {
    "handler": "onTicketDeleteCallback"
  }
}

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

server.js
exports = {
  onTicketDeleteCallback: function(payload) {
    console.log("Logging arguments from onTicketDelete event: " + JSON.stringify(payload));
  }
}

Attributes of the data object

  • actorstring

    Information pertaining to the entity who deleted the ticket from the Freshdesk system.

  • ticketobject

    Information pertaining to the ticket that has been permanently deleted from the Freshdesk system.