Freshworks Developer Platform Docs

onGroupCreate FreshdeskFreshdesk Omni

When an agent group is created in the Freshworks system, the onGroupCreate event is triggered.

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

manifest.json

"events": {
  "onGroupCreate": {
      "handler": "onGroupCreateCallback"
  }
}

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

server.js

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

Attributes of the data object

actorobject
Information pertaining to the entity who triggered the onGroupCreate event.
- 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.
- 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.
  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
associationsobject
All associated objects of the group object, which specify additional information pertaining to the group.
- business_calendarobject
  Details of the business calendar associated with the group.
  descriptionstring
  Meaningful description about the business calendar.
  is_defaultboolean
  Specifies whether the business calendar associated with the group is the default business calendar configured for the Freshdesk account.
  Possible values: true, false
  namestring
  Name of the business calendar associated with the group.
  time_zonestring
  Time zone associated with the business calendar, in an easily consumable (RAILS timezone.name) format.
groupobject
Information pertaining to the group that is created in the Freshdesk system.
- account_idinteger
  Identifier of the organization’s Freshdesk account, auto-generated when the account is configured.
- agentsarray of integers
  Identifiers of the agents associated with the group, specified as an array.
- assign_timestring
  Stipulated time within which a ticket assigned to the group has to be assigned to an agent before escalation.
  For onGroupCreate, the value of assign_time is null.
- business_calendar_idinteger
  Identifier for the business calendar associated with the group, auto-generated when a new business calendar is configured in the Freshdesk system.
- capping_limitinteger
  Maximum number of tickets that could be assigned to an agent in the group, if load-balanced automatic ticket assignment is enabled for the group.
- created_atstring
  Timestamp of when the group was created in the Freshdesk system, specified in the UTC format.
- descriptionstring
  Meaningful description about the group created in the Freshdesk system.
- email_on_assignstring
  Email address of the agent in the group to whom an escalation email is sent when a ticket remains unassigned.
- escalate_tointeger
  When a ticket remains unassigned for a period of time, an escalation email is sent to an agent belonging to the group.
  escalate_to is the identifier of the agent to whom the escalation email is sent.
  For onGroupCreate, the value of escalate_to is null.
- group_typeobject
  Different group categories can be created in the Freshdesk system to segregate agents into groups. group_type is the identifier of the group category to which a group belongs.
  idinteger
  Identifier of the group category configured in the Freshdesk system.
  namestring
  Name of the group category.
  Possible values:
  support_agent_group: A group category of this type consists of all the groups that have support agents handling tickets in the Freshdesk system.
  field_agent_group: A group category of this type consists of all the groups that have agents handling the field management services.
- idinteger
  Identifier of the group object, auto-generated when a new agent group is configured in the Freshdesk system.
- import_idstring
  Attribute used only for internal purposes.
- namestring
  Name of the group created in the Freshdesk system.
- ticket_assign_typeobject
  Details of the type of automatic ticket assignment associated with the group.
  idinteger
  Identifier of the ticket assignment object, auto-generated when a new ticket assignment process is configured in the Freshdesk system.
  typestring
  Meaningful identifier of the ticket assignment process associated with the group.
  Possible values:
  default: Ticket assignment feature is not enableds.
  round_robin: Tickets are assigned to agents in a systematic round-robin approach.
  load_balanced / omniroute: Tickets are assigned based on the maximum threshold defined for an agent. Agents can receive tickets through multiple channels such as email, chat, calls, and so on.
  skill_based: The tickets are assigned to agents based on their expertise.
  For onGroupCreate, the value of ticket_assign_type is default.
- toggle_availabilityboolean
  Specifies whether the automatic ticket assignment feature is enabled for the agents in the group. Possible values: true, false
  For onGroupCreate, this attribute value is false.
  If group_type is field_agent_group, the value of this attribute is false.
- uidinteger
  Organization-level identifier of the agent group.
  For onGroupCreate, this attribute value is null.
- updated_atstring
  Timestamp of when the group details are last updated in the Freshdesk system, specified in the UTC format.
  For onGroupCreate, this value is the same as the created_at value.

Sample payload

{
  "currentHost": {
    "subscribed_modules": [ "support_agent" ],
    "endpoint_urls": {
      "freshdesk": "https://subdomain.freshdesk.com"
    },
    "product_types": {
      "freshdesk": "DEFAULT"
    }
  },
  "data": {
    "actor": {
      "account_id": 13,
      "active": true,
      "address": null,
      "blocked": false,
      "blocked_at": null,
      "city": null,
      "company_id": null,
      "country": null,
      "created_at": "2017-11-28T07:35:26Z",
      "current_login_at": "2021-09-18T04:34:58Z",
      "current_login_ip": "13.234.222.555",
      "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": 510,
      "import_id": null,
      "job_title": null,
      "language": "en",
      "last_login_at": "2021-09-17T13:05:01Z",
      "last_login_ip": "13.222.333.555",
      "last_name": null,
      "last_seen_at": null,
      "login_count": 356,
      "mobile": null,
      "name": "Rachel",
      "org_agent_id": "256",
      "org_contact_id": null,
      "other_company_ids": [],
      "other_emails": [],
      "parent_id": 0,
      "phone": null,
      "posts_count": 0,
      "preferences": {
        "agent_preferences": {
          "falcon_ui": true,
          "field_service": {
            "dismissed_sample_scheduling_dashboard": false
          },
          "focus_mode": false,
          "notification_timestamp": "2018-01-03T13:32:24Z",
          "search_settings": {
            "tickets": {
              "archive": true,
              "include_attachment_names": true,
              "include_description": true,
              "include_notes": true,
              "include_other_properties": true,
              "include_subject": true
            }
          },
          "shortcuts_enabled": true,
          "shortcuts_mapping": [],
          "show_loyalty_upgrade": false,
          "show_monthly_to_annual_notification": false,
          "show_onBoarding": false,
          "undo_send": false
        },
        "password_expiry_date": "2117-11-04 07:36:12 UTC",
        "user_preferences": {
          "agent_deleted_forever": false,
          "marked_for_hard_delete": false,
          "was_agent": false
        }
      },
      "privileges": "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": "2020-12-07T20:39:47Z",
      "user_role": null,
      "visitor_id": null,
      "whitelisted": false
    },
    "associations": {
      "business_calendar": null
    },
    "group": {
      "account_id": 13,
      "agents": [],
      "assign_time": null,
      "business_calendar_id": null,
      "capping_limit": 0,
      "created_at": "2021-09-18T06:52:07Z",
      "description": null,
      "email_on_assign": null,
      "escalate_to": null,
      "group_type": {
        "id": 1,
        "name": "support_agent_group"
      },
      "id": 51000169160,
      "import_id": null,
      "name": "TitanGroup",
      "ticket_assign_type": {
        "id": 0,
        "type": "default"
      },
      "toggle_availability": false,
      "uid": null,
      "updated_at": "2021-09-18T06:52:07Z"
    }
  },
  "event": "onGroupCreate",
  "region": "AUS",
  "timestamp": 1631947927.616339,
  "version": "1.3.4"
}

onGroupUpdate FreshdeskFreshdesk Omni

The onGroupUpdate event is when:

The group description or the business hours associated with the group is modified.
The ticket escalation setting is modified.
The automatic ticket assignment process associated with the group is modified.
The agents belonging to the group are modified or deleted.

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

manifest.json

"events": {
  "onGroupUpdate": {
    "handler": "onGroupUpdateCallback"
  }
}

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

server.js

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

Attributes of the data object

actorobject
Information pertaining to the entity who triggered the onGroupUpdate event.
- 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.
- 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.
  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
associationsobject
All associated objects of the group object, which specify additional information pertaining to the group.
- business_calendarobject
  Details of the business calendar associated with the group.
  descriptionstring
  Meaningful description about the business calendar.
  is_defaultboolean
  Specifies whether the business calendar associated with the group is the default business calendar configured for the Freshdesk account.
  Possible values: true, false
  namestring
  Name of the business calendar associated with the group.
  time_zonestring
  Time zone associated with the business calendar, in an easily consumable (RAILS timezone.name) format.
changesobject
Changes that triggered the onGroupUpdate event, specified as a JSON object of the following format:
```
"changes": {
  "model_changes": {
    //For non-array attributes
    "<group.attribute that changed>": ["Old value", "New value"]
  },
  "system_changes": {},
  "misc_changes": {}
}
```
Example:
```
"changes": {
  "misc_changes": {},
  "model_changes": {
    "name": [
      "TitanGroup",
      "TitanGroup updated"
    ]
  },
  "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.
groupobject
Information pertaining to the group modified in the Freshdesk system.
- account_idinteger
  Identifier of the organization’s Freshdesk account, auto-generated when the account is configured.
- agentsarray of integers
  Identifiers of the agents associated with the group, specified as an array.
- assign_timestring
  Stipulated time within which a ticket assigned to the group has to be assigned to an agent before escalation.
  For onGroupCreate, the value of assign_time is null.
- business_calendar_idinteger
  Identifier for the business calendar associated with the group, auto-generated when a new business calendar is configured in the Freshdesk system.
- capping_limitinteger
  Maximum number of tickets that could be assigned to an agent in the group, if load-balanced automatic ticket assignment is enabled for the group.
- created_atstring
  Timestamp of when the group was created in the Freshdesk system, specified in the UTC format.
- descriptionstring
  Meaningful description about the group created in the Freshdesk system.
- email_on_assignstring
  Email address of the agent in the group to whom an escalation email is sent when a ticket remains unassigned.
- escalate_tointeger
  When a ticket remains unassigned for a period of time, an escalation email is sent to an agent belonging to the group.
  escalate_to is the identifier of the agent to whom the escalation email is sent.
  For onGroupCreate, the value of escalate_to is null.
- group_typeobject
  Different group categories can be created in the Freshdesk system to segregate agents into groups. group_type is the identifier of the group category to which a group belongs.
  idinteger
  Identifier of the group category configured in the Freshdesk system.
  namestring
  Name of the group category.
  Possible values:
  support_agent_group: A group category of this type consists of all the groups that have support agents handling tickets in the Freshdesk system.
  field_agent_group: A group category of this type consists of all the groups that have agents handling the field management services.
- idinteger
  Identifier of the group object, auto-generated when a new agent group is configured in the Freshdesk system.
- import_idstring
  Attribute used only for internal purposes.
- namestring
  Name of the group created in the Freshdesk system.
- ticket_assign_typeobject
  Details of the type of automatic ticket assignment associated with the group.
  idinteger
  Identifier of the ticket assignment object, auto-generated when a new ticket assignment process is configured in the Freshdesk system.
  typestring
  Meaningful identifier of the ticket assignment process associated with the group.
  Possible values:
  default: Ticket assignment feature is not enableds.
  round_robin: Tickets are assigned to agents in a systematic round-robin approach.
  load_balanced / omniroute: Tickets are assigned based on the maximum threshold defined for an agent. Agents can receive tickets through multiple channels such as email, chat, calls, and so on.
  skill_based: The tickets are assigned to agents based on their expertise.
  For onGroupCreate, the value of ticket_assign_type is default.
- toggle_availabilityboolean
  Specifies whether the automatic ticket assignment feature is enabled for the agents in the group. Possible values: true, false
  For onGroupCreate, this attribute value is false.
  If group_type is field_agent_group, the value of this attribute is false.
- uidinteger
  Organization-level identifier of the agent group.
  For onGroupCreate, this attribute value is null.
- updated_atstring
  Timestamp of when the group details are last updated in the Freshdesk system, specified in the UTC format.
  For onGroupCreate, this value is the same as the created_at value.

Sample payload

{
  "currentHost": {
    "subscribed_modules": [ "support_agent" ],
    "endpoint_urls": {
      "freshdesk": "https://subdomain.freshdesk.com"
    },
    "product_types": {
      "freshdesk": "DEFAULT"
    }
  },
  "data": {
    "actor": {
      "account_id": 13,
      "active": true,
      "address": null,
      "blocked": false,
      "blocked_at": null,
      "city": null,
      "company_id": null,
      "country": null,
      "created_at": "2017-11-28T07:35:26Z",
      "current_login_at": "2021-09-18T04:34:58Z",
      "current_login_ip": "13.234.222.555",
      "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": 510,
      "import_id": null,
      "job_title": null,
      "language": "en",
      "last_login_at": "2021-09-17T13:05:01Z",
      "last_login_ip": "13.234.188.555",
      "last_name": null,
      "last_seen_at": null,
      "login_count": 356,
      "mobile": null,
      "name": "Rachel",
      "org_agent_id": "256",
      "org_contact_id": null,
      "other_company_ids": [],
      "other_emails": [],
      "parent_id": 0,
      "phone": null,
      "posts_count": 0,
      "preferences": {
        "agent_preferences": {
          "falcon_ui": true,
          "field_service": {
            "dismissed_sample_scheduling_dashboard": false
          },
          "focus_mode": false,
          "notification_timestamp": "2018-01-03T13:32:24Z",
          "search_settings": {
            "tickets": {
              "archive": true,
              "include_attachment_names": true,
              "include_description": true,
              "include_notes": true,
              "include_other_properties": true,
              "include_subject": true
            }
          },
          "shortcuts_enabled": true,
          "shortcuts_mapping": [],
          "show_loyalty_upgrade": false,
          "show_monthly_to_annual_notification": false,
          "show_onBoarding": false,
          "undo_send": false
        },
        "password_expiry_date": "2117-11-04 07:36:12 UTC",
        "user_preferences": {
          "agent_deleted_forever": false,
          "marked_for_hard_delete": false,
          "was_agent": false
        }
      },
      "privileges": "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": "2020-12-07T20:39:47Z",
      "user_role": null,
      "visitor_id": null,
      "whitelisted": false
    },
    "associations": {
      "business_calendar": null
    },
    "changes": {
      "misc_changes": {},
      "model_changes": {
          "name": [
              "TitanGroup updated",
              "TitanGroup"
          ]
      },
      "system_changes": {}
    },
    "group": {
      "account_id": 13,
      "agents": [],
      "assign_time": null,
      "business_calendar_id": null,
      "capping_limit": 0,
      "created_at": "2021-09-18T06:52:07Z",
      "description": null,
      "email_on_assign": null,
      "escalate_to": null,
      "group_type": {
        "id": 1,
        "name": "support_agent_group"
      },
      "id": 51000169160,
      "import_id": null,
      "name": "TitanGroup updated",
      "ticket_assign_type": {
        "id": 0,
        "type": "default"
      },
      "toggle_availability": false,
      "uid": null,
      "updated_at": "2021-09-18T06:52:15Z"
    }
  },
  "event": "onGroupUpdate",
  "region": "AUS",
  "timestamp": 1631947935.1418488,
  "version": "1.3.4"
}

onGroupDelete FreshdeskFreshdesk Omni

When a group is deleted from the Freshworks system, the onGroupDelete event is triggered.

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

manifest.json

"events": {
  "onGroupDelete": {
    "handler": "onGroupDeleteCallback"
  }
}

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

server.js

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

Attributes of the data object

actorobject
Information pertaining to the entity who deleted the group.
- 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.
- 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.
  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
associationsobject
All associated objects of the group object, which specify additional information pertaining to the group.
- business_calendarobject
  Details of the business calendar associated with the group.
  descriptionstring
  Meaningful description about the business calendar.
  is_defaultboolean
  Specifies whether the business calendar associated with the group is the default business calendar configured for the Freshdesk account.
  Possible values: true, false
  namestring
  Name of the business calendar associated with the group.
  time_zonestring
  Time zone associated with the business calendar, in an easily consumable (RAILS timezone.name) format.
groupobject
Information pertaining to the group deleted from the Freshdesk system.
- account_idinteger
  Identifier of the organization’s Freshdesk account, auto-generated when the account is configured.
- idinteger
  Identifier of the group object, auto-generated when a new agent group is configured in the Freshdesk system.
- uidinteger
  Organization-level identifier of the agent group.
  For onGroupDelete, this attribute value is null.

Sample payload

{
  "currentHost": {
    "subscribed_modules": [ "support_agent" ],
    "endpoint_urls": {
      "freshdesk": "https://subdomain.freshdesk.com"
    },
    "product_types": {
      "freshdesk": "DEFAULT"
    }
  },
  "data": {
    "actor": {
      "account_id": 13,
      "active": true,
      "address": null,
      "blocked": false,
      "blocked_at": null,
      "city": null,
      "company_id": null,
      "country": null,
      "created_at": "2017-11-28T07:35:26Z",
      "current_login_at": "2021-09-18T04:34:58Z",
      "current_login_ip": "13.234.222.555",
      "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": 510,
      "import_id": null,
      "job_title": null,
      "language": "en",
      "last_login_at": "2021-09-17T13:05:01Z",
      "last_login_ip": "13.234.188.555",
      "last_name": null,
      "last_seen_at": null,
      "login_count": 356,
      "mobile": null,
      "name": "Rachel",
      "org_agent_id": "256",
      "org_contact_id": null,
      "other_company_ids": [],
      "other_emails": [],
      "parent_id": 0,
      "phone": null,
      "posts_count": 0,
      "preferences": {
        "agent_preferences": {
          "falcon_ui": true,
          "field_service": {
            "dismissed_sample_scheduling_dashboard": false
          },
          "focus_mode": false,
          "notification_timestamp": "2018-01-03T13:32:24Z",
          "search_settings": {
            "tickets": {
              "archive": true,
              "include_attachment_names": true,
              "include_description": true,
              "include_notes": true,
              "include_other_properties": true,
              "include_subject": true
            }
          },
          "shortcuts_enabled": true,
          "shortcuts_mapping": [],
          "show_loyalty_upgrade": false,
          "show_monthly_to_annual_notification": false,
          "show_onBoarding": false,
          "undo_send": false
        },
        "password_expiry_date": "2117-11-04 07:36:12 UTC",
        "user_preferences": {
          "agent_deleted_forever": false,
          "marked_for_hard_delete": false,
          "was_agent": false
        }
      },
      "privileges": "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": "2020-12-07T20:39:47Z",
      "user_role": null,
      "visitor_id": null,
      "whitelisted": false
    },
    "associations": {},
    "group": {
      "account_id": 13,
      "id": 520,
      "uid": null
    }
  },
  "event": "onGroupDelete",
  "region": "AUS",
  "timestamp": 1631947946.312653,
  "version": "1.3.4"
}

Configure onGroupCreate, onGroupUpdate, and onGroupDelete

onGroupCreate FreshdeskFreshdesk Omni

Attributes of the data object

onGroupUpdate FreshdeskFreshdesk Omni

Attributes of the data object

onGroupDelete FreshdeskFreshdesk Omni

Attributes of the data object