Freshdesk

This connector enables AI agents and RAG systems to retrieve context from Freshdesk through Airweave’s unified search layer.

Configuration

Freshdesk source connector.

Syncs tickets, conversations, contacts, companies, and solution articles from Freshdesk.

Explore the Freshdesk connector implementation

Supported authentication methods:

This connector does not have any additional configuration options.

The following data models are available for this connector:

Schema for Freshdesk ticket entities.

Field	Type	Description
ticket_id	int	Unique identifier of the ticket
subject	str	Subject of the ticket
created_at_value	datetime	When the ticket was created.
updated_at_value	datetime	When the ticket was last updated.
web_url_value	Optional[str]	UI URL to open the ticket in Freshdesk.
description	Optional[str]	HTML content of the ticket
description_text	Optional[str]	Plain text content of the ticket
status	Optional[int]	Status of the ticket (2=Open, 3=Pending, 4=Resolved, 5=Closed)
priority	Optional[int]	Priority (1=Low, 2=Medium, 3=High, 4=Urgent)
requester_id	Optional[int]	ID of the requester
responder_id	Optional[int]	ID of the assigned agent
company_id	Optional[int]	ID of the company
group_id	Optional[int]	ID of the group
type	Optional[str]	Ticket type (e.g. Question, Problem)
source	Optional[int]	Channel (1=Email, 2=Portal, 3=Phone, 7=Chat, etc.)
tags	List[str]	Tags associated with the ticket
custom_fields	Dict[str, Any]	Custom field values

Schema for Freshdesk conversation entities (replies and notes on a ticket).

Field	Type	Description
conversation_id	int	Unique identifier of the conversation
ticket_id	int	ID of the ticket this conversation belongs to
ticket_subject	str	Subject of the parent ticket
body	Optional[str]	HTML content of the conversation
body_text	str	Plain text content of the conversation
created_at_value	datetime	When the conversation was created.
updated_at_value	Optional[datetime]	When the conversation was last updated.
user_id	Optional[int]	ID of the user who created the conversation
incoming	bool	True if from outside (e.g. customer reply)
private	bool	True if the note is private
web_url_value	Optional[str]	URL to the ticket (conversations don’t have direct URLs).

Schema for Freshdesk contact entities.

Field	Type	Description
contact_id	int	Unique identifier of the contact
name	str	Name of the contact
email	Optional[str]	Primary email address
created_at_value	datetime	When the contact was created.
updated_at_value	datetime	When the contact was last updated.
web_url_value	Optional[str]	URL to the contact in Freshdesk.
company_id	Optional[int]	ID of the primary company
job_title	Optional[str]	Job title
phone	Optional[str]	Phone number
mobile	Optional[str]	Mobile number
description	Optional[str]	Description of the contact
tags	List[str]	Tags associated with the contact
custom_fields	Dict[str, Any]	Custom field values

Schema for Freshdesk company entities.

Field	Type	Description
company_id	int	Unique identifier of the company
name	str	Name of the company
created_at_value	datetime	When the company was created.
updated_at_value	datetime	When the company was last updated.
web_url_value	Optional[str]	URL to the company in Freshdesk.
description	Optional[str]	Description of the company
note	Optional[str]	Notes about the company
domains	List[str]	Domains associated with the company
custom_fields	Dict[str, Any]	Custom field values
industry	Optional[str]	Industry

Schema for Freshdesk solution/knowledge base article entities.

Field	Type	Description
article_id	int	Unique identifier of the article
title	str	Title of the article
created_at_value	datetime	When the article was created.
updated_at_value	datetime	When the article was last updated.
web_url_value	Optional[str]	URL to the article in Freshdesk.
description	Optional[str]	HTML content of the article
description_text	Optional[str]	Plain text content of the article
status	Optional[int]	Status (1=draft, 2=published)
folder_id	Optional[int]	ID of the folder
category_id	Optional[int]	ID of the category
folder_name	Optional[str]	Name of the folder
category_name	Optional[str]	Name of the category
tags	List[str]	Tags associated with the article