Product Events

Product events are Freshdesk events such as ticket create, ticket update, and note create that trigger backend apps. When these events occur, the appropriate method within the server.js file of a backend app is called.

Note:
1. You need to have SDK v2.3.1 or higher in order to use this feature. You can find instructions on how to get the latest version here.
2. Backend apps will be executed in a sandboxed mode and hence functions such as setTimeout, require cannot be used.


Payload

When a supported product event occurs, the corresponding method in the server.js is invoked and the following payload is passed to the app to enable it to get context about the event.

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{
  "account_id" : value,
  "domain" : "value",
  "event"  : "value",
  "data" : {
    //“data” contains the list of objects related to the event.
   },
  "iparams" : {
      "Param1" : "value",
      "Param2" : "value"
    }
}
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Attribute Type Description
account_id string Freshdesk account ID
domain string Freshdesk account domain
event string Name of the event
iparams object Installation Parameters

Registration

In order for the appropriate method to be called when a product event occurs, an event listener should be added. This should be done in the format as shown in the sample below.


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exports = {
  events: [
    { event: "eventName", callback: "eventCallbackMethod" }
  ],
  eventCallbackMethod: function(payload) {
   //Multiple events can access the same callback
    console.log("Logging arguments from the event: " + JSON.stringify(payload));
  }
}

Note:
1. You should include the event and the callback definition within the exports block.
2. You should include only one callback function for an event.
3. You should only use valid keys - “event” and “callback”, usage of other keys will throw an error.
4. Provide a valid event name, incorrect names will lead to an error.


onTicketCreate

This event will be invoked every time a new ticket is created. The registered callback method for this event will be executed in response to this event.

You should follow the below format to include the event in the server.js:

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exports = {
  events: [
    { event: "onTicketCreate", callback: "onTicketCreateCallback" }
  ],
  onTicketCreateCallback: function(payload) {
    console.log("Logging arguments from onTicketCreate event: " + JSON.stringify(payload));
  }
}

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exports = {
  events: [
    { event: "onTicketCreate", callback: "onTicketCreateCallback" }
  ],
  onTicketCreateCallback: function(payload) {
    console.log("Logging arguments from onTicketCreate event: " + JSON.stringify(payload));
    if(payload.data.ticket.priority >= 3) 
    {
     //your code goes here 
    }
  }
}
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Sample Payload 
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{
  "account_id" : 13,
  "domain" : "sample.freshdesk.com",
  "event" : "onTicketCreate",
  "data" : {
    "ticket": {
      "subject": "Support Needed...",
      "description": "<div>Some details on the issue ..</div>",
      "is_description_truncated": false,
      "description_text": "Some details on the issue ...",
      "is_description_text_truncated": false,
      "due_by": "2015-07-14T13:08:06Z",
      "fr_due_by": "2015-07-14T13:08:06Z",
      "fr_escalated": false,
      "is_escalated": false,
      "fwd_emails": ["ram@freshdesk.com", "diana@freshdesk.com"],
      "reply_cc_emails": ["ram@freshdesk.com", "diana@freshdesk.com"],
      "email_config_id": 77123,
      "id": 1,
      "group_id": 351,
      "product_id": 1,
      "company_id": 2,
      "requester_id": 5483,
      "responder_id": 320,
      "tweet_id": "01234567890123456789",
      "status": 2,
      "priority": 1,
      "type": "Question",
      "tags": ["sales", "marketing"],
      "spam": false,
      "source": 2,
      "cc_emails": ["ram@freshdesk.com", "diana@freshdesk.com"],
      "to_emails": ["ram@freshdesk.com", "diana@freshdesk.com"],
      "created_at": "2015-07-09T13:08:06Z",
      "updated_at": "2015-07-09T13:08:06Z",
      "attachments": [
        {
          "id": 9019290053,
          "content_type": "image/jpeg",
          "file_size": 78942,
          "name": "sample.jpg",
          "attachment_url": "https://s3.amazonaws.com/cdn.freshdesk.com/data/helpdesk/attachments/production/9019290053/original/sample.jpg",
          "created_at": "2016-12-22T09:37:47Z",
          "updated_at": "2016-12-22T09:37:47Z"
        }
      ]
    },
    "requester": {
      "id": 5483,
      "name": "Rachel",
      "email": "rachel@freshdesk.com",
      "mobile": 7654367287,
      "phone": 4352789885,
      "language": "en",
      "created_at": "2015-08-28T09:08:16Z"
    }
  }
  "iparams" : null
}
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The following table lists the attributes of the ticket object:

ATTRIBUTE TYPE DESCRIPTION
attachments array of objects Ticket attachments
created_at datetime Ticket creation timestamp in the UTC format, YYYY-MM-DDTHH:MM:SSZ.
Example : 2016-02-13T23:27:49Z
company_id number ID of the company to which this ticket belongs
cc_emails array of strings Email addresses added in the 'cc' field of the incoming ticket email
description string HTML content of the ticket description. This content will be truncated if it exceeds 10KB.
is_description_truncated boolean Set to true if the description is truncated.
description_text string Content of the ticket description in plain text. This content will be truncated if it exceeds 10KB.
is_description_text_truncated boolean Set to true if the description_text is truncated.
due_by datetime Timestamp that denotes when the ticket is due to be resolved. Timestamp will be in the UTC format, YYYY-MM-DDTHH:MM:SSZ.
Example: 2016-02-13T23:27:49Z
email_config_id number ID of email config which is used for this ticket
tweet_id string ID of the Tweet that was converted into a ticket.
fr_due_by datetime Timestamp that denotes when the first response is due. Timestamp will be in the UTC format, YYYY-MM-DDTHH:MM:SSZ.
Example: 2016-02-13T23:27:49Z
fr_escalated boolean Set to true if the ticket has been escalated as the result of first response time being breached
fwd_emails array of strings Email address(es) added while forwarding a ticket
group_id number ID of the group to which the ticket has been assigned
id number Unique ID of the ticket
is_escalated boolean Set to true if the ticket has been escalated for any reason
priority number Priority of the ticket
product_id number ID of the product to which the ticket is associated
reply_cc_emails array of strings Email address(es) added while replying to a ticket
requester_id number User ID of the requester. For existing contacts, the requester_id can be passed instead of the requester's email
responder_id number ID of the agent to whom the ticket has been assigned
source number The channel through which the ticket was created
spam boolean Set to true if the ticket has been marked as spam
status number Status of the ticket
subject string Subject of the ticket
tags array of strings Returns the list of tags for a ticket
type string Helps categorize the ticket according to the different kinds of issues your support team deals with
to_emails array of strings Email addresses to which the ticket was originally sent
updated_at datetime Ticket updated timestamp in the UTC format, YYYY-MM-DDTHH:MM:SSZ Example: 2016-02-13T23:27:49Z

Every ticket uses certain fixed numerical values to denote its source, status, and priority. These numerical values along with their meanings are given below.

Source Value
Email 1
Portal 2
Phone 3
Twitter 5
Facebook 6
Chat 7
Feedback Widget 9
Outbound Email 10
Status Value
Open 2
Pending 3
Resolved 4
Close 5
Priority Value
Low 1
Medium 2
High 3
Urgent 4

The following table lists the attributes of the requester object:

ATTRIBUTE TYPE DESCRIPTION
id number ID of the Requester
name string Name of the Requester
email string Primary email of the Requester
mobile number Mobile number of the Requester
phone string Telephone number of the Requester
language string Language of the requester/contact, by default, language is "en".
created_at datetime Contact creation timestamp

onTicketUpdate

This event will be invoked every time a ticket property is updated. You can provide the action to be performed in the callback method, this code will be executed in response to this event trigger.

Following are the supported ticket update events:

  • Status changed
  • Priority changed
  • Group changed
  • Agent changed
  • Ticket deleted
  • Ticket is marked as spam
  • Type changed
  • Source changed
  • Ticket is escalated for any reason
  • Ticket is escalated because first response was breached

Note:
1. Ticket update only happens for updates to the ticket properties and a few other fields. Replies or note additions are not considered ticket updates, you need to use the onConversationCreate event to handle them.
2. Ticket deletion updates will be captured by the onTicketUpdate event and the changes object will note that the deleted boolean has been changed from false to true.


Restrictions

The following changes will NOT trigger a ticket update event:

  • Any updates made to custom fields.
  • Any updates to tags.

You should follow the below format to include the event in the server.js:

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exports = {
  events: [
    { event: "onTicketUpdate", callback: "onTicketUpdateCallback" }
  ],
  onTicketUpdateCallback: function(payload) {
    console.log("Logging arguments from onTicketUpdate event: " + JSON.stringify(payload));
  }
}

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exports = {
  events: [
    { event: "onTicketUpdate", callback: "onTicketUpdateCallback" }
  ],
  onTicketUpdateCallback: function(payload) {
    console.log("Logging arguments from onTicketUpdate event: " + JSON.stringify(payload));
    //Finding fields that are changed
    var changes = payload.data.ticket.changes;
    //Your code goes here
  }
}
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Sample Payload 
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{
  "data" : {
    "ticket": {
      "subject": "Support Needed...",
      "description": "<div>Some details on the issue ..</div>",
      "is_description_truncated": false,
      "description_text": "Some details on the issue ...",
      "is_description_text_truncated": false,
      "due_by": "2015-07-14T13:08:06Z",
      "fr_due_by": "2015-07-14T13:08:06Z",
      "fr_escalated": false,
      "is_escalated": false,
      "fwd_emails": ["ram@freshdesk.com", "diana@freshdesk.com"],
      "reply_cc_emails": ["ram@freshdesk.com", "diana@freshdesk.com"],
      "email_config_id": 77123,
      "id": 1,
      "group_id": 351,
      "product_id": 1,
      "company_id": 2,
      "requester_id": 5483,
      "responder_id": 320,
      "tweet_id": "01234567890123456789",
      "status": 2,
      "priority": 1,
      "type": "Question",
      "tags": ["sales", "marketing"],
      "spam": false,
      "source": 2,
      "cc_emails": ["ram@freshdesk.com", "diana@freshdesk.com"],
      "to_emails": ["ram@freshdesk.com", "diana@freshdesk.com"],
      "created_at": "2015-07-09T13:08:06Z" ,
      "updated_at": "2015-07-09T13:08:06Z",
      "attachments": [
       {
         "id": 9019290053,
         "content_type": "image/jpeg",
         "file_size": 78942,
         "name": "sample.jpg",
         "attachment_url": "https://s3.amazonaws.com/cdn.freshdesk.com/data/helpdesk/attachments/production/9019290053/original/sample.jpg",
         "created_at": "2016-12-22T09:37:47Z",
         "updated_at": "2016-12-22T09:37:47Z"
       }
    ],
      "changes": {
         "source": [2, 3],
         "priority": [1, 2]
    }
  },
  "requester": {
    "id": 5483,
    "name": "Rachel",
    "email": "rachel@freshdesk.com",
    "mobile": 7654367287,
    "phone": 4352789885,
    "language": "en",
    "created_at": "2015-03-28T09:08:16Z"
  }
}
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When a ticket is deleted, a boolean field "deleted" will be set to true as shown in the below sample: 
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{
  "account_id": "6000161327",
  "domain": "sample.freshdesk.com",
  "event": "onTicketUpdate",
  "data": {
    "ticket":
     {
      "subject": "Support for ..",
      "description": "<div>Some details on the issue ..</div>",
      "is_description_truncated": false,
      "description_text": "Some details on the issue ...",
      "is_description_text_truncated": false,
      "due_by": 1484825400,
      "fr_due_by": "2017-01-17T17:00:00+05:30",
      "fr_escalated": false,
      "is_escalated": false,
      "fwd_emails": [],
      "reply_cc_emails": [],
      "email_config_id": null,
      "tweet_id": "01234567890123456789",
      "id":105,
      "group_id": null,
      "product_id": null,
      "company_id": null,
      "requester_id": 3877,
      "responder_id": null,
      "status": 6,
      "priority": 1,
      "type": null,
      "tags": null,
      "spam": false,
      "source": 3,
      "cc_emails": [],
      "to_emails": null,
      "created_at": 1484557933,
      "updated_at": "2017-01-17T17:52:18+05:30",
      "attachments": [],
      "changes": {
        "deleted": [false,true]
      }
    },
  "requester":
    {
     "id": 3877,
     "name": "Regh",
     "email": "regh@gmail.com",
     "mobile": null,
     "phone": null,
     "language": "en",
     "created_at": "2015-03-28T09:08:16Z"
    }
  }
  "iparams": null
}
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The changes field is passed along with the payload, this field consist of updated keys with old and new values.


The following table lists the attributes of the ticket object:

ATTRIBUTE TYPE DESCRIPTION
attachments array of objects Ticket attachments
changes dictionary Updated keys with old and new values
created_at datetime Ticket creation timestamp in the UTC format, YYYY-MM-DDTHH:MM:SSZ.
Example : 2016-02-13T23:27:49Z
company_id number ID of the company to which this ticket belongs
cc_emails array of strings Email addresses added in the 'cc' field of the incoming ticket email
description string HTML content of the ticket description. This content will be truncated if it exceeds 10KB.
is_description_truncated boolean Set to true if the description is truncated.
description_text string Content of the ticket description in plain text. This content will be truncated if it exceeds 10KB.
is_description_text_truncated boolean Set to true if the description_text is truncated.
due_by datetime Timestamp that denotes when the ticket is due to be resolved. Timestamp will be in the UTC format, YYYY-MM-DDTHH:MM:SSZ.
Example: 2016-02-13T23:27:49Z
email_config_id number ID of email config which is used for this ticket.
tweet_id string ID of the Tweet that was converted into a ticket.
fr_due_by datetime Timestamp that denotes when the first response is due. Timestamp will be in the UTC format, YYYY-MM-DDTHH:MM:SSZ.
Example: 2016-02-13T23:27:49Z
fr_escalated boolean Set to true if the ticket has been escalated as the result of first response time being breached
fwd_emails array of strings Email address(es) added while forwarding a ticket
group_id number ID of the group to which the ticket has been assigned
id number Unique ID of the ticket
is_escalated boolean Set to true if the ticket has been escalated for any reason
priority number Priority of the ticket
product_id number ID of the product to which the ticket is associated
reply_cc_emails array of strings Email address(es) added while replying to a ticket
requester_id number User ID of the requester. For existing contacts, the requester_id can be passed instead of the requester's email
responder_id number ID of the agent to whom the ticket has been assigned
source number The channel through which the ticket was created
spam boolean Set to true if the ticket has been marked as spam
status number Status of the ticket
subject string Subject of the ticket
tags array of strings Returns the list of tags for a ticket
type string Helps categorize the ticket according to the different kinds of issues your support team deals with
to_emails array of strings Email addresses to which the ticket was originally sent
updated_at datetime Ticket updated timestamp in the UTC format, YYYY-MM-DDTHH:MM:SSZ. Example: 2016-02-13T23:27:49Z

Every ticket uses certain fixed numerical values to denote its source, status, and priority. These numerical values along with their meanings are given below.

Source Value
Email 1
Portal 2
Phone 3
Twitter 5
Facebook 6
Chat 7
Feedback Widget 9
Outbound Email 10
Status Value
Open 2
Pending 3
Resolved 4
Close 5
Priority Value
Low 1
Medium 2
High 3
Urgent 4

The following table lists the attributes of the requester object:

ATTRIBUTE TYPE DESCRIPTION
id number ID of the Requester
name string Name of the Requester
email string Primary email of the Requester
mobile number Mobile number of the Requester
phone string Telephone number of the Requester
language string Language of the requester/contact, by default, language is "en".
created_at datetime Contact creation timestamp

onConversationCreate

This event will be invoked every time a reply or note is added to a ticket. You can provide the action to be performed in the callback method, this code will be executed in response to this event trigger.

Following are the supported conversation create events:

  • Reply added
  • Public note added
  • Private note added

The format to include the event in the server.js:

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

Sample Reply Payload 
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{
  "account_id" : 13,
  "domain" : "http://sample.freshdesk.com",
  "event" : "onConversationCreate",
  "data": {
    "conversation": {
      "body": "<div>Hi tom, Still Angry</div>",
      "is_body_truncated": false,
      "body_text": "Hi tom, Still Angry",
      "is_body_text_truncated": false,
      "id": 5,
      "from_email": "rachel@freshdesk.com",
      "bcc_emails": ["ram@freshdesk.com", "diana@freshdesk.com"],
      "support_email": "rachel@freshdesk.com",
      "user_id": 23423,
      "ticket_id": 452,
      "private": false,
      "incoming": false,
      "source": 0,
      "cc_emails": null,
      "to_emails": ["ram@freshdesk.com", "diana@freshdesk.com"],
      "created_at": "2015-07-09T13:08:06Z",
      "updated_at": "2015-07-09T13:08:06Z",
      "attachments": [
        {
          "id": 9019290053,
          "content_type": "image/jpeg",
          "size": 78942,
          "name": "sample.jpg",
          "attachment_url": "https://s3.amazonaws.com/cdn.freshdesk.com/data/helpdesk/attachments/production/9019290053/original/sample.jpg",
          "created_at": "2016-12-22T09:37:47Z",
          "updated_at": "2016-12-22T09:37:47Z"
        }
      ]
    }
  }
  "iparams" : null
}
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Sample Public Note Payload 
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{
  "account_id" : 13,
  "domain" : "http://sample.freshdesk.com",
  "event" : "onConversationCreate",
  "data": {
    "conversation": {
      "body": "<div>Hi tom, Still Angry</div>",
      "is_body_truncated": false,
      "body_text": "Hi tom, Still Angry",
      "is_body_text_truncated": false,
      "id": 5,
      "from_email": null,
      "bcc_emails": [],
      "support_email": null,
      "user_id": 23423,
      "ticket_id": 452,
      "private": false,
      "incoming": false,
      "source": 2,
      "cc_emails": null,
      "to_emails": [],
      "created_at": "2015-07-09T13:08:06Z",
      "updated_at": "2015-07-09T13:08:06Z",
      "attachments": []
    }
  }
  "iparams" : null
}
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Sample Private Note Payload 
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{
  "account_id" : 13,
  "domain" : "http://sample.freshdesk.com"
  "event" : "onConversationCreate",
  "data": {
    "conversation": {
      "body": "<div>Hi tom, Still Angry</div>",
      "is_body_truncated": false,
      "body_text": "Hi tom, Still Angry",
      "is_body_text_truncated": false,
      "id": 5,
      "from_email": null,
      "bcc_emails": [],
      "support_email": null,
      "user_id": 23423,
      "ticket_id": 452,
      "private": true,
      "incoming": true,
      "source": 2,
      "cc_emails": null,
      "to_emails": [],
      "created_at": "2015-07-09T13:08:06Z",
      "updated_at": "2015-07-09T13:08:06Z",
      "attachments": []
    }
  }
  "iparams" : null
}
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The following table lists the attributes of the conversation object:

ATTRIBUTE TYPE DESCRIPTION
attachments array of objects Attachments associated with the conversation
body string Content of the conversation in HTML. This content will be truncated if it exceeds 10KB.
is_body_truncated boolean Set to true if the body is truncated.
body_text string Content of the conversation in plain text. This content will be truncated if it exceeds 10KB.
is_body_text_truncated boolean Set to true if the body_text is truncated.
bcc_emails array of strings Email address added in the 'bcc' field of the outgoing ticket email
cc_emails array of strings Email addresses added in the 'cc' field of the incoming ticket email
created_at datetime Conversation creation timestamp in the UTC format, YYYY-MM-DDTHH:MM:SSZ. Example: 2016-02-13T23:27:49Z
from_email string The email address from which the reply is sent. By default, the global support email will be used.
id number Unique ID of the conversation
incoming boolean Set to true if a particular conversation should appear as being created from outside (i.e., not through a web portal)
private boolean Set to true if it is a private note
private boolean Set to true if it is a private note
source number Denotes the type of the conversation
supporting_email string Email address from which the reply is sent. For notes, this value will be null.
ticket_id number ID of the ticket to which the conversation is being added
to_emails array of strings Email addresses of agents/users who need to be notified about this conversation
updated_at datetime Ticket updated timestamp in the UTC format, YYYY-MM-DDTHH:MM:SSZ Example: 2016-02-13T23:27:49Z
user_id number ID of the agent/user who is adding the conversation

Every conversation uses certain fixed numerical values to denote its source. These numerical values along with their meanings are given below.

Source Value
Reply 0
Note 2
Created from tweets 5
Created from survey feedback 6
Created from Facebook post 7
Source Value
Created from Forwarded Email 8
Created from Phone 9
E-Commerce 11

onContactCreate

This event will be invoked every time a contact is created. You can provide the action to be performed in the callback method, this code will be executed in response to this event trigger.

You should follow the below format to include the event in the server.js:

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exports = {
  events: [
    { event: "onContactCreate", callback: "onContactCreateCallback" }
  ],
  onContactCreateCallback: function(payload) {
    console.log("Logging arguments from onContactCreate event: " + JSON.stringify(payload));
  }
}
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Sample Code Copied Copy 
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exports = {
  events: [
    { event: "onContactCreate", callback: "onContactCreateCallback" }
  ],
  onContactCreateCallback: function(payload) {
    console.log("Logging arguments from onContactCreate event: " + JSON.stringify(payload));
    //Print the new contact and his email.
    console.log(“Contact name - “, payload.data.contact.name, “\n email - ”, payload.data.contact.email);
  }
}
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Sample Payload 
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{
   "account_id" : "6000161327",
   "domain" : "http://sample.freshdesk.com",
   "event" : "onContactCreate",
   "data": {
    "contact": {
      "active": false,
      "address": "221 B, Baker Street, London.",
      "company_id": 1,
      "description": "Sherlocks contact details.",
      "email": "superman@freshdesk.com",
      "id": 2,
      "job_title": "Investigator",
      "language": "en",
      "mobile": 3545643254,
      "name": "Sherlock Holmes",
      "phone": "98765315",
      "time_zone": "London",
      "twitter_id": "234xsdf",
      "other_emails": ["lex@freshdesk.com","louis@freshdesk.com"],
      "created_at": "2015-08-28T09:08:16Z",
      "updated_at": "2015-08-28T09:08:16Z",
      "tags": ["marketing"],
      "custom_fields": {
        "external_id": 1289
      }
    }
  },
  "iparams" : null
}
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The following table lists the attributes of the contact object:

ATTRIBUTE TYPE DESCRIPTION
active boolean Set to true if the contact has been verified
address string Address of the contact
company_id number ID of the company to which this contact belongs
custom_fields dictionary Key value pairs containing the names and values of custom fields.
description string A small description of the contact
email string Primary email address of the contact. If you want to associate additional email(s) with this contact, use the other_emails attribute.
id number ID of the contact
job_tittle string Job title of the contact
language string Language of the requester/contact, by default, language is "en".
mobile number Mobile number of the contact
name string Name of the contact
phone string Telephone number of the contact
time_zone string Time zone of the contact. Default value is the time zone of the domain. This attribute can only be set if the Multiple Time Zone feature is enabled (Garden plan and above)
other_emails array of strings Additional emails associated with the contact
twitter_id string Twitter handle of the contact
created_at datetime Contact creation timestamp
updated_at datetime Contact creation timestamp
tags array of strings Tags associated with this contact

onContactUpdate

This event will be invoked every time a contact is updated. You can provide the action to be performed in the callback method, this code will be executed in response to this event trigger.

Following are the supported contact update events:

  • Contact details changed
  • Contact deleted
  • Contact blocked
  • Contact whitelisted
  • Contact tags added/updated/deleted
  • Contact activated

Note:
Updating a contact to an agent will not trigger this event.

You should follow the below format to include the event in the server.js:

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exports = {
  events: [
    { event: "onContactUpdate", callback: "onContactUpdateCallback" }
  ],
  onContactUpdateCallback: function(payload) {
    console.log("Logging arguments from onContactUpdate event: " + JSON.stringify(payload));
  }
}

Sample Code Copied Copy 
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exports = {
  events: [
    { event: "onContactUpdate", callback: "onContactUpdateCallback" }
  ],
  onContactUpdateCallback: function(payload) {
    console.log("Logging arguments from onContactUpdate event: " + JSON.stringify(payload));
    //Finding fields that are changed.
    var changes = payload.data.contact.changes;
    // Your code to work with changes.
  }
}
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Sample Payload 
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{
  "account_id" : 13,
  "domain" : "http://sample.freshdesk.com",
  "events" : "onContactUpdate",
  "data": {
    "contact": {
      "active": false,
      "address": "221 B, Baker Street, London.",
      "company_id": 1,
      "description": "Sherlocks contact details.",
      "email": "superman@freshdesk.com",
      "id": 2,
      "job_title": "Investigator",
      "language": "en",
      "mobile": 3545643254,
      "name": "Sherlock Holmes",
      "phone": "987653151",
      "time_zone": "London",
      "twitter_id": "234xsdf",
      "other_emails": ["lex@freshdesk.com","louis@freshdesk.com"],
      "created_at": "2015-08-28T09:08:16Z",
      "updated_at": "2015-08-28T09:08:16Z",
      "tags": ["marketing"],
      "custom_fields": {
        "external_id": 1289
      },
      "changes": {
        "phone": ["98765315", "987653151"]
      }
    }
  },
  "iparams" : null
}
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The changes field is passed along with the payload, this field consist of updated keys with old and new values.

When a contact is deleted, a boolean field "deleted" will be set to true as shown in the below sample: 

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{
  "account_id" : 13,
  "domain" : "http://sample.freshdesk.com",
  "events" : "onContactUpdate",
  "data": {
    "contact": {
      "active": false,
      "address": "221 B, Baker Street, London.",
      "company_id": 1,
      "description": "Sherlocks contact details.",
      "email": "superman@freshdesk.com",
      "id": 2,
      "job_title": "Investigator",
      "language": "en",
      "mobile": 3545643254,
      "name": "Sherlock Holmes",
      "phone": "987653151",
      "time_zone": "London",
      "twitter_id": "234xsdf",
      "other_emails": ["lex@freshdesk.com","louis@freshdesk.com"],
      "created_at": "2015-08-28T09:08:16Z",
      "updated_at": "2015-08-28T09:08:16Z",
      "tags": ["marketing"],
      "custom_fields": {
        "external_id": 1289
      },
      "changes": {
        "deleted": [false,true]
      }
    }
  }
  "iparams" : null
}
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The following table lists the attributes of the contact object:

ATTRIBUTE TYPE DESCRIPTION
active boolean Set to true if the contact has been verified
address string Address of the contact
changes dictionary Updated keys with old and new values
company_id number ID of the company to which this contact belongs
custom_fields dictionary Key value pairs containing the names and values of custom fields.
description string A small description of the contact
email string Primary email address of the contact. If you want to associate additional email(s) with this contact, use the other_emails attribute.
id number ID of the contact
job_tittle string Job title of the contact
language string Language of the requester/contact, by default, language is "en".
mobile number Mobile number of the contact
name string Name of the contact
phone string Telephone number of the contact
time_zone string Time zone of the contact. Default value is the time zone of the domain. This attribute can only be set if the Multiple Time Zone feature is enabled (Garden plan and above)
other_emails array of strings Additional emails associated with the contact
twitter_id string Twitter handle of the contact
created_at datetime Contact creation timestamp
updated_at datetime Contact creation timestamp
tags array of strings Tags associated with this contact