Data API

You can use these APIs to retrieve information about different objects on a page. Data APIs are supported in the following locations:

Global Data APIs

The following objects can be used in all locations and retrieved using data APIs:

loggedInUser - Returns information of a logged in agent.

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client.data.get("loggedInUser").then ( function(data) { // success operation // "data" is {loggedInUser: {‘available’: “true”, ... }} }, function(error) { // failure operation } );

Sample Payload

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{ "loggedInUser" : { "available": false, "available_since": "2017-04-18T05:27:05.000Z", "contact": { "active": true, "avatar": null, "email": "rachel @freshdesk.com", "id": "6", "job_title": "Investigator", "language": "en", "mobile": null, "name": "Rachel", "phone": null, "time_zone": "chennai" }, "created_at": "2017-03-06T07:53:08.000Z", "group_ids": [], "id": 6, "occasional": false, "role_ids": [], "signature": "<div dir="ltr"><p>rachel</p></div>", "ticket_scope": 1, "updated_at": "2017-05-10T05:56:20.000Z" } }
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The following table lists the attributes of the loggedInUser object.

ATTRIBUTE TYPE DESCRIPTION
available boolean If an agent is in a group that has enabled Automatic Ticket Assignment, this attribute will be set to true if the agent is accepting new tickets.
available_since datetime Timestamp (UTC format, YYYY-MM-DDTHH:MM:SSZ) indicating when an agent is available or unavailable depending on the value of the available attribute.
contact object A customer or potential customer who has raised a support ticket through any channel.
created_at datetime The contact creation timestamp in UTC format, YYYY-MM-DDTHH:MM:SSZ.
group_ids array of strings Group IDs associated with the agent.
id number User ID of the agent.
occasional boolean Set to true if this is an occasional agent (false denotes full-time).
role_ids array of strings Role IDs associated with the agent.
signature string Signature of the agent in HTML format.
ticket_scope number Ticket permission of the agent:
Global Access = 1
Group Access = 2
Restricted Access = 3
Logged in agents cannot update their ticket_scope.
updated_at datetime Agent updated timestamp in UTC format, YYYY-MM-DDTHH:MM:SSZ.

The following table lists the attributes of the contact object.
ATTRIBUTE TYPE DESCRIPTION
active boolean Set to true if the contact has been verified.
avatar object Avatar of the contact.
created_at datetime Contact creation timestamp in UTC format, YYYY-MM-DDTHH:MM:SSZ.
email string Primary email address of the contact. If you want to associate additional email(s) with the contact, use the other_emails attribute.
id number ID of the contact.
job_title string Job title of the contact.
language string Language of the contact.
mobile string Mobile number of the contact.
name string Name of the contact.
phone string Telephone number of the contact.
time_zone string Time zone in which the contact resides.

The following table lists the attributes of the avatar object.

ATTRIBUTE TYPE DESCRIPTION
attachment_url string Avatar URL.
content_type string Content type of the avatar - the supported file types are .jpg, .jpeg, .jpe, and .png.
created_at datetime Avatar creation timestamp in UTC format, YYYY-MM-DDTHH:MM:SSZ.
id number Unique ID of the avatar.
name string Name of the avatar.
size number Maximum file size is 5 MB.
thumb_url string Avatar’s thumbnail URL.
updated_at datetime Avatar updated timestamp in UTC format, YYYY-MM-DDTHH:MM:SSZ.

domainName - Returns the domain name of the current account. As Freshdesk v2 APIs do not support custom CNAMEs, it is highly recommended that you use this method to obtain the Freshdesk domain name and to make calls.

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client.data.get("domainName").then ( function(data) { // success operation // "data" is {domainName: "sample.freshdesk.com"} }, function(error) { // failure operation } );

The following table shows the attribute of the domainName object.

ATTRIBUTE TYPE DESCRIPTION
domainName string Domain of the company. Email addresses of the contacts that contain this domain will be associated with that company automatically.
Ticket Details Page APIs

The following objects can be retrieved using data APIs:

ticket - Returns the ticket object.

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client.data.get("ticket").then ( function(data) { // success output // data is {ticket: {"subject": "support needed for..",..}} }, function(error) { // failure operation } );

Sample Payload

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{ "ticket": { "attachments": [], "cc_emails": [], "company_id": 1, "created_at": "2017-04-12T06:05:56.000Z", "custom_fields": [{ "custom_number": null, "custom_line1": " " }], "description": "<div>Some details on the issue ..</div>", "description_text": "Some details on the issue ...", "due_by": "2017-04-15T06:05:56.000Z", "email_config_id": 3, "fr_due_by": "2017-04-13T06:05:56.000Z", "fr_escalated": true, "fwd_emails ": ["ram@freshdesk.com", "diana@freshdesk.com"], "group_id": null, "id": 25, "is_escalated": true, "priority": 1, "priority_type": "Low", "product_id": null, "reply_cc_emails": [], "requester_id": 12, "responder_id": null, "source": 1, "source_type": "email", "spam ": false, "stats": { "agent_responded_at": null, "closed_at": "2017-04-19T08:39:41.000Z", "first_responded_at": null, "pending_since": null, "requester_responded_at": null, "resolved_at": "2017-04-19T08:39:41.000Z", "status_updated_at": "2017-04-19T08:39:41.000Z" }, "status": 5, "status_type": " ", "subject": "Requesting refund", "survey_result": null, "tags": [], "to_emails": [], "type": null, "updated_at": "2017-04-19T08:39:41.000Z" } }
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The following table lists the attributes of the ticket object.

ATTRIBUTE TYPE DESCRIPTION
attachments array of objects Ticket attachments.
cc_emails array of strings Email address added in the 'cc' field of the incoming ticket email.
company_id number ID of the company to which this ticket belongs.
created_at datetime Ticket creation timestamp in UTC format, YYYY-MM-DDTHH:MM:SSZ.
custom_fields object Key value pairs containing the names and values of custom fields.
description string HTML content of the ticket.
description_text string Content of the ticket in plain text.
due_by datetime Timestamp (in UTC format, YYYY-MM-DDTHH:MM:SSZ) indicating when the ticket is due to be resolved.
email_config_id number ID of email config which is used for this ticket.
fr_due_by datetime Timestamp (in UTC format, YYYY-MM-DDTHH:MM:SSZ) indicating when the first response is due.
fr_escalated boolean Set to true if the ticket has been escalated as a result of the 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 ID of the ticket.
is_escalated boolean Set to true if the ticket has been escalated for any reason.
priority number Ticket priority value.
priority_label string Ticket priority text.
product_id number ID of the product to which the ticket is associated.
reply_cc_emails array of strings Email address 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. This field contains the source value.
source_label string This field contains the source text.
spam boolean Set to true if the ticket has been marked as spam.
stats object The stats objects contain fields listed in this table.
status number Ticket status value.
status_label string Ticket status text.
subject string Subject of the ticket.
survey_result object Contains survey information.
tags array of strings Tags that have been associated with the ticket.
to_emails array of strings Email addresses to which the ticket was originally sent.
type string This field categorizes the ticket according to the different kinds of issues your support team deals with.
updated_at datetime Ticket updated timestamp in UTC format, YYYY-MM-DDTHH:MM:SSZ.

Tickets use certain numbers to denote source, status, and priority. These numbers and their values are listed.

Source Value
email 1
portal 2
phone 3
forum 4
twitter 5
facebook 6
chat 7
mobihelp 8
feedback_widget 9
outbound_email 10
ecommerce 11
Status Value
Open 2
Pending 3
Resolved 4
Closed 5
Waiting on Customer 6
Waiting on Third Party 7
Priority Value
Low 1
Medium 2
High 3
Urgent 4

The following table lists the attributes of the attachments object.

ATTRIBUTE TYPE DESCRIPTION
attachment_url string URL of the attachment.
content_type string Information on the type of the attachment, for example - image/png, text, zip, and so on.
created_at datetime Attachment file creation timestamp in UTC format, YYYY-MM-DDTHH:MM:SSZ.
id number ID of the attachment.
name string Attachment file name.
size number Attached file size.
updated_at datetime Attachment updated timestamp in UTC format, YYYY-MM-DDTHH:MM:SSZ.

The following table lists the attributes of the stats object.

ATTRIBUTE TYPE DESCRIPTION
agent_responded_at datetime Agent response timestamp in UTC format, YYYY-MM-DDTHH:MM:SSZ.
closed_at datetime Ticket closed timestamp in UTC format, YYYY-MM-DDTHH:MM:SSZ.
first_responded_at datetime Agent's first response timestamp in UTC format, YYYY-MM-DDTHH:MM:SSZ.
pending_since datetime Time from which the ticket is pending.
requester_responded_at datetime Requester response timestamp in UTC format, YYYY-MM-DDTHH:MM:SSZ.
resolved_at datetime Ticket resolution timestamp in UTC format, YYYY-MM-DDTHH:MM:SSZ.
status_updated_at datetime Ticket status updated timestamp in UTC format, YYYY-MM-DDTHH:MM:SSZ.

The following table lists the attributes of the survey_result object.

ATTRIBUTE TYPE DESCRIPTION
rating object This object contains the default_questionfield which has the default rating for the survey in case of both custom and classic survey.
survey_id number Survey ID of the satisfaction rating.

contact - Returns the contact object.

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client.data.get("contact").then ( function(data) { //Success output //data: {contact: {"active": true, ...}} }, function(error) { // failure operation } );

Sample Payload

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{ "contact": { "active": true, "address": "221 B, Baker Street, London.", "avatar": [{ "attachment_url": "<AVATAR_URL>", "content_type": "application/octet-stream", "created_at": "2015-08-28T10:27:58Z", "id": 9, "name": "lantern.png", "size": 13036, "thumb_url": "<THUMB_URL>", "updated_at": "2017-04-11T10:01:23Z" }], "description": "requesting refund", "email": "rachel @freshdesk.com", "id": 12, "is_agent": false, "job_title": "Investigator", "language": "en", "mobile": "999919191999999999", "name": "Rachel", "other_companies": [], "other_emails": ["Zoeybarn@freshdesk.com", "saul@freshdesk.com"], "phone": "", "tags": ["marketing", "sales"], "time_zone": "", "twitter_id": "1Ac345", "view_all_tickets": true } }
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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.
avatar object Avatar of the contact.
description string A short 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.
is_agent boolean Set to true if the contact is an agent.
job_title string Job title of the contact.
language string Language of the contact.
mobile string Mobile number of the contact.
name string Name of the contact.
other_companies array of objects Additional companies associated with the contact.
other_emails array of strings Additional emails associated with the contact.
phone string Telephone number of the contact.
tags array of strings Tags associated with this contact.
time_zone string Time zone in which the contact resides.
twitter_id string Twitter ID of the contact.
view_all_tickets boolean Set to true if the contact can see all tickets associated with the company to which the contact belongs.


Note:
When an unverified contact creates a ticket, the following attributes are not displayed: address, company_id, created_at, custom_fields, description, language, time_zone, updated_at.


The following table lists the attributes of the avatar object.

ATTRIBUTE TYPE DESCRIPTION
attachment_url string Avatar URL.
content_type string Content type of the Avatar, the supported file types are .jpg, .jpeg, .jpe, and .png.
created_at datetime Avatar creation timestamp in UTC format, YYYY-MM-DDTHH:MM:SSZ.
id number ID of the avatar.
name string Name of the avatar.
size number Maximum file size is 5 MB.
thumb_url string Avatar’s thumbnail URL.
updated_at datetime Avatar updated timestamp in UTC format, YYYY-MM-DDTHH:MM:SSZ.

The following table lists the attributes of the other_companies object.

ATTRIBUTE TYPE DESCRIPTION
id number ID of the associated company to which the contact belongs.
avatar object Avatar of the company.
name string Name of the associate company.
view_all_tickets boolean Set to true if the contact can see all tickets associated with the company to which the contact belongs.


email_config - Returns a list of email configs for a user.

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client.data.get("email_config").then ( function(data) { //Success output //data is {email_config : [{ }]} }, function(error) { // failure operation } );
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Sample Payload
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{ "email_config": [ { "id":"43000026147", "replyEmail":"support@winterwolf.freshdesk.com", "name":"winterwolf", "toEmail":"support@winterwolf.freshdesk.com", "primaryRole":true, "groupId":3, "productId":6 }, { "id":"42000026147", "replyEmail":"support2@winterwolf.freshdesk.com", "name":"winterwolf2", "toEmail":"support2@winterwolf.freshdesk.com", "primaryRole":false, "groupId":2, "productId":4 }, { "id":"42000026148", "replyEmail":"support3@winterwolf.freshdesk.com", "name":"winterwolf3", "toEmail":"support3@winterwolf.freshdesk.com", "primaryRole":false, "groupId":7, "productId":9 } ] }
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Note:
The above list is limited to only 100 email configs.

The following table lists the attributes of the email_config object.

ATTRIBUTE TYPE DESCRIPTION
id number ID of the email_config object.
replyEmail string Email address used when replying to an email.
name string Name of the email in Admin -> Email Settings.
toEmail string Forwarding email address of the email_config object.
primaryRole boolean Set to true if email in the email_config object is marked as primary in Admin -> Email Settings.
groupId number ID of the group to which the email_config object has been assigned.
productId number ID of the product to which the ticket is associated.


Consider a use case where an admin wants to control the list of email configs available to each agent. In this case, you can retrieve the the email configs and filter them by using the following code.

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client.data.get("email_config").then ( function(data) { //Success output //data is {email_config : [{ }]} // now setValue api can be called to set the //filtered activeEmailConfigs like below client.interface.trigger("setValue", {id: "activeEmailConfig", value: ["42000026147", "42000026147"]}); // where value array contains the list of filtered email config object ids }, function(error) { // failure operation } );
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Note:
You have to send an array of filtered email config IDs which are present in the initial email config list received from the Data API call. Email config IDs that are not present in the initial response are omitted. If none of the email config IDs being sent with setValue API call are present in the original email config list, then the email config list in Freshdesk UI will not be updated.


Once the email configs are filtered and sent to Freshdesk, the app can use the existing setValue API to update the from email address in the Ticket Details/New Email page as shown below.

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client.interface.trigger("setValue", {id: "from", value: "rachel@freshdesk.com"})

requester - Returns the requester object.

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client.data.get("requester").then ( function(data) { //Success output //data: {requester: {"active": true, ...}} }, function(error) { // failure operation } );
Sample Payload
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{ "requester": { "active": true, "address": "221 B, Baker Street, London.", "avatar": [{ "attachment_url": "<AVATAR_URL>", "content_type": "application/octet-stream", "created_at": "2015-08-28T10:27:58Z", "id": 9, "name": "lantern.png", "size": 13036, "thumb_url": "<THUMB_URL>", "updated_at": "2017-04-11T10:01:23Z" }], "created_at": "2017-03-21T09:29:28.000Z", "description": "requesting refund", "email": "rachel @freshdesk.com", "id": 12, "is_agent": false, "job_title": "Investigator", "language": "en", "mobile": "999919191999999999", "name": "Rachel", "other_companies": [], "other_emails": ["Zoeybarn@freshdesk.com", "saul@freshdesk.com"], "phone": "", "tags": ["marketing", "sales"], "time_zone": "", "twitter_id": "1Ac345", "updated_at": "2017 - 04 - 12 T06: 04: 52.000 Z", "view_all_tickets": true } }
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Both contact and requester object return the same payload. To view the list of attributes, see the contact table.

company - Returns the company object.

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client.data.get("company").then ( function(data) { //Success output //data: {company: {"name": "supernova", ...}} }, function(error) { // failure operation } );

Sample Payload

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{ "company": { "avatar": [{ "attachment_url": "<AVATAR_URL>", "content_type": "application/octet-stream", "created_at": "2015-08-28T10:27:58Z", "id": 9, "name": "lantern.png", "size": 13036, "thumb_url": "<THUMB_URL>", "updated_at": "2017-04-11T10:01:23Z" }], "id": 12, "name": "Acme Corporation", "view_all_tickets": false } }
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The following table lists the attributes of the company object.

ATTRIBUTE TYPE DESCRIPTION
name string Name of the company.
avatar object Avatar of the company.
view_all_tickets boolean Set to true if the contact can see all tickets associated with the company to which the contact belongs.
id number ID of the company.

group - Returns the group object.

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client.data.get("group").then ( function(data) { //Success output //data: {group: {"id": 2, ...}} }, function(error) { // failure operation } );

Sample Payload

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{ "group": { "agent_ids": [6, 8], "id": 7, "name": "Product Management" } }

The following table lists the attributes of the group object.

ATTRIBUTE TYPE DESCRIPTION
agent_ids array of numbers Array of agent user IDs separated by commas.
id number ID of the group.
name string Name of the group.


options - Returns a list of values from a drop-down field on a page. For both custom and default drop-down fields, we can get values by adding the suffix '_options' to the field name. This returns an array of the field values.

Note:
You can get field values present only on that page.

The following table lists the supported fields and syntax.

Field Name Syntax
Status client.data.get("status_options")
Priority client.data.get("priority_options")
Type client.data.get("ticket_type_options")
Custom Field client.data.get("customfield_options")

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client.data.get("status_options").then ( function(data) { //Success output //data: {status_options: ["open","resolved","closed","pending"]} }, function(error) { // failure operation } );

time sheet - Returns the time_entry object.

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client.data.get("time_entry").then ( function(data) { //Success output //data: {time_entries: {"agent_id": 139, ...}} }, function(error) { // failure operation } );

Sample Payload

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{ "time_entries": { "agent_id":139, "billable":true, "company_id":4, "created_at":"2018-06-25T06:17:58Z", "executed_at":"2018-06-24T18:30:00Z", "id":136, "note":"Some notes", "start_time":"2018-06-25T06:17:58Z", "ticket_id":15, "time_spent":3600, "timer_running":false, "updated_at":"2018-06-25T06:17:58Z" } }
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The following table lists the attributes of the time_entry object.

ATTRIBUTE TYPE DESCRIPTION
agent_id number ID of the agent associated with this time entry.
billable boolean Set to true if the time entry is billable.
company_id number ID of the company.
created_at datetime Time entry creation timestamp in UTC format, YYYY-MM-DDTHH:MM:SSZ.
executed_at datetime Time entry execution timestamp in UTC format, YYYY-MM-DDTHH:MM:SSZ.
id number ID of the timer.
note string Description of the time entry.
start_time datetime Time at which the entry is invoked (in UTC format, YYYY-MM-DDTHH:MM:SSZ).
ticket_id number ID of the ticket associated with this time entry.
time_spent number Amount of time spent.
timer_running boolean Set to true if the timer is currently running.
updated_at datetime Time entry updated timestamp in UTC format, YYYY-MM-DDTHH:MM:SSZ.

New Ticket Page API

The options object can be retrieved using data APIs.

New Email Page API

The following objects can be retrieved using data APIs:

Contact Details Page APIs

The following objects can be retrieved using data APIs:

contact - Returns the contact object.

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client.data.get("contact").then ( function(data) { //Success output //data: {contact: {"active": true, ...}} }, function(error) { // failure operation } );

Sample Payload
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{ "contact": { "active": true, "address": "221 B, Baker Street, London.", "avatar": [{ "attachment_url": "<AVATAR_URL>", "content_type": "application/octet-stream", "created_at": "2015-08-28T10:27:58Z", "id": 9, "name": "lantern.png", "size": 13036, "thumb_url": "<THUMB_URL>", "updated_at": "2017-04-11T10:01:23Z" }], "created_at": "2017-03-21T09:29:28.000Z", "custom_fields": null, "description": "requesting refund", "email": "rachel @freshdesk.com", "id": 12, "is_agent": false, "job_title": "Investigator", "language": "en", "mobile": "999919191999999999", "name": "Rachel", "other_companies": [], "other_emails": ["Zoeybarn@freshdesk.com", "saul@freshdesk.com"], "phone": "", "tags": ["marketing", "sales"], "time_zone": "", "twitter_id": "1Ac345", "updated_at": "2017-04-12T06:04:52.000Z", "view_all_tickets": true } }
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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.
avatar object Avatar of the contact.
company_id number ID of the primary company to which this contact belongs.
created_at datetime Contact creation timestamp in UTC format, YYYY-MM-DDTHH:MM:SSZ.
custom_fields object Key value pair containing the name and value of the custom fields.
description string A short 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.
is_agent boolean Set to true if the contact is an agent.
job_title string Job title of the contact.
language string Language of the contact.
mobile string Mobile number of the contact.
name string Name of the contact.
other_companies array of objects Additional companies associated with the contact.
other_emails array of strings Additional emails associated with the contact.
phone string Telephone number of the contact.
tags array of strings Tags associated with this contact.
time_zone string Time zone in which the contact resides.
twitter_id string Twitter ID of the contact.
updated_at datetime Contact updated timestamp in UTC format, YYYY-MM-DDTHH:MM:SSZ.
view_all_tickets boolean Set to true if the contact can see all tickets that are associated with the company to which he belongs.

The following table lists the attributes of the avatar object.

ATTRIBUTE TYPE DESCRIPTION
attachment_url string Avatar URL.
content_type string Content type of the Avatar, the supported file types are .jpg, .jpeg, .jpe, and .png.
created_at datetime Avatar creation timestamp in UTC format, YYYY-MM-DDTHH:MM:SSZ.
id number ID of the avatar.
name string Name of the avatar.
size number Maximum file size is 5 MB.
thumb_url string Avatar’s thumbnail URL.
updated_at datetime Avatar updated timestamp in UTC format, YYYY-MM-DDTHH:MM:SSZ.

The following table lists the attributes of the other_companies object.

ATTRIBUTE TYPE DESCRIPTION
id number ID of the primary company to which this contact belongs.
name string Name of the company.
view_all_tickets boolean Set to true if the contact can see all tickets that are associated with the company to which he belongs.

company - Returns the company object.

Copied Copy
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client.data.get("company").then ( function(data) { //Success output //data: {company: {"name": "Acme Corporation", ...}} }, function(error) { // failure operation } );

Sample Payload

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{ "company": { "id": 12, "name": "Acme Corporation" } }
EXPAND ↓

The following table lists the attributes of the company object.

ATTRIBUTE TYPE DESCRIPTION
id number ID of the company.
name string Name of the company.

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