Freshdesk in chat
Connect Freshdesk once for the organisation, then ask Centrus about tickets, contacts and companies, or ask it to reply or add a private note once you have confirmed the change.
Checked against the app on
What it does
Freshdesk connects Centrus chat to your organisation's Freshdesk account. Once it is set up, you can ask about tickets, contacts, companies, agents and groups in an ordinary chat, and Centrus looks the answer up in Freshdesk while you wait. It can also reply to a ticket or add a private note when you ask, and it asks you to confirm before it writes.
Connect and manage external services
Configure your organisation's GoHighLevel connection. Other users can then Enable it for chat.
- Find a contact and see pipeline stages
- Check free slots and appointments
- Read a conversation
- Notes and tasks on a contact
Connect a Freshdesk account so chat and automations can read tickets and reply.
- An administrator pastes the Freshdesk subdomain and an agent API key from Profile settings.
- Each user then Enables. Connecting chat does not connect Agent Builder.
- The assistant can read the inbox, reply, add a private note, and look up contacts and companies. Long lists come back one page at a time.
Connect a Fixflo account so chat and automations can read issues and push updates.
- An administrator pastes the Fixflo subdomain and the 64-character API token. The email address is not used.
- Each user then Enables. Connecting chat does not connect Agent Builder.
Connect a Cin7 Core account so chat can read products, stock, customers, sales, and purchases.
- An administrator pastes the Cin7 Core Account ID and Application Key from the Cin7 Core API page.
- Each person then Enables. Connecting chat does not connect Agent Builder.
Connect your organisation's Xero account. Other users can then Enable it for chat.
- List and look up sales invoices and bills
- Find contacts, accounts and tax rates
- Create invoices and repeating templates
Connect WhatsApp so people can message Centrus.
- Reply to WhatsApp messages in chat
- 1Integrations, in the menu on the left.
- 2The Freshdesk card. It reads Not Connected until you have your own connection.
- 3Connect, which opens the window for the Freshdesk address and the API key.
- 4The three lines on the card. Freshdesk has no How to Use button. These lines are the guide.
An administrator connects Freshdesk once for the whole organisation, and everyone else then clicks Enable on the same card. The card's own wording says the connection is for chat and automations. Connecting this card connects chat only. Agents connect to Freshdesk separately, on their own step: see Freshdesk in Agent Builder.
Before you start
- An organisation administrator to connect it. Centrus accepts the key only from an administrator. Until an administrator has connected, other people still see a working Connect button. If they use it, Freshdesk is not connected, and they see Only organisation administrators can connect Freshdesk.
- The Freshdesk address and an agent API key. The address is the subdomain, such as
meridianfm.freshdesk.com, or justmeridianfm. The key is the agent API key from Profile settings in Freshdesk. The window says it sits under the agent profile. - The same key for the whole organisation. Everyone who enables Freshdesk works through that key, so a reply or a note from chat is made as that Freshdesk agent, whoever asked for it. The card then reads Connected as and that agent's name.
Subdomain
The Freshdesk address, such as meridianfm.freshdesk.com, or just meridianfm.
API key
The agent API key from Profile settings. Centrus stores it encrypted.
The window does not name a longer path inside Freshdesk than the agent profile. Copy the key from Profile settings, and paste the address exactly as Freshdesk shows it, or as the short name in front of .freshdesk.com. A full address on any other domain is refused. meridianfm.freshdesk.com and meridianfm are the same account.
Connect Freshdesk
- 1Open Integrations from the menu on the left and find the Freshdesk card. It sits with GoHighLevel and Fixflo.
- 2Click Connect. The Connect Freshdesk window opens. Anyone can open it. Only an administrator can finish.
- 3Enter Subdomain and API key. Both are required. The key is hidden as you type. Click the eye to check it.
- 4Click Connect.
Request a custom integration tailored to your specific needs. Our team will work with you to create a bespoke solution.
We can build custom integrations for:
- Third-party services and platforms
- In-house systems and databases
- Workflow automation tools
Connect a Freshdesk account so chat and automations can read tickets and reply.
- An administrator pastes the Freshdesk subdomain and an agent API key from Profile settings.
- Each user then Enables. Connecting chat does not connect Agent Builder.
- The assistant can read the inbox, reply, add a private note, and look up contacts and companies. Long lists come back one page at a time.
Connect a Fixflo account so chat and automations can read issues and push updates.
- An administrator pastes the Fixflo subdomain and the 64-character API token.
Paste the Freshdesk address, for example meridianfm.freshdesk.com. The API key is under the agent profile.
*Subdomain
meridianfm.freshdesk.com*API key
••••••••••••••••••••••- 1Subdomain, the Freshdesk address or the short name.
- 2API key, hidden as you type. Click the eye to check it.
- 3Connect, which checks the details with Freshdesk before saving them.
Before anything is saved, Centrus uses the address and the key to read the current agent from https:/. Only if Freshdesk accepts them is the connection saved, with the key encrypted. You then see Successfully connected to Freshdesk, and the card changes to Connected, with the line Connected as John Martin. The name is the Freshdesk agent the key belongs to. If Freshdesk does not return a name, the line uses the subdomain instead, without .freshdesk.com, such as Connected as meridianfm.
Request a custom integration tailored to your specific needs. Our team will work with you to create a bespoke solution.
We can build custom integrations for:
- Third-party services and platforms
- In-house systems and databases
- Workflow automation tools
Connect a Freshdesk account so chat and automations can read tickets and reply.
- An administrator pastes the Freshdesk subdomain and an agent API key from Profile settings.
- Each user then Enables. Connecting chat does not connect Agent Builder.
- The assistant can read the inbox, reply, add a private note, and look up contacts and companies. Long lists come back one page at a time.
Connect a Fixflo account so chat and automations can read issues and push updates.
- An administrator pastes the Fixflo subdomain and the 64-character API token.
Paste the Freshdesk address, for example meridianfm.freshdesk.com. The API key is under the agent profile.
*Subdomain
meridianfm.freshdesk.com*API key
••••••••••••••••••••••If anything is wrong, the window stays open so you can correct it. The refusal appears as a notice at the top of the page, not inside the window. A refused key does not say why. The messages you may see are:
- Could not verify Freshdesk credentials, at the top of the page: Freshdesk did not accept the address or the key, or the request did not complete in a way Centrus can describe. A refused key looks the same as any other failure here. Check the key for a missing character or a stray space, and try again.
- Use the Freshdesk subdomain, at the top of the page, with an example of a short name or a
.freshdesk.comaddress: the address is not a Freshdesk address. Paste the subdomain, not a different website. - The Freshdesk subdomain may contain only letters, numbers, and hyphens, at the top of the page: the address has a character Freshdesk addresses do not use.
- A Freshdesk API key is required, at the top of the page: the key was empty by the time Centrus checked it.
- Enter the subdomain or Enter the API key, under a box: that box is empty. These stay in the window and are not repeated at the top of the page.
- Freshdesk subdomain and API key are required, at the top of the page: the same gap, if the window's own check was skipped.
- Only organisation administrators can connect Freshdesk, at the top of the page: your account is not an administrator. The Connect button still opened the window. Ask an administrator to connect.
- Failed to connect to Freshdesk, at the top of the page: the request did not complete, and Centrus has no more specific message.
Enable it for everyone else
Once an administrator has connected, everyone else sees An administrator has connected Freshdesk. Enable it for your account. on the card, and Connect becomes Enable. The card does not name the administrator. Clicking Enable copies the organisation's connection to your own account, so you never need the key yourself. You see Freshdesk is ready for your account, and the card shows Connected with Connected as and the same agent name the administrator sees. A reply you ask for is still sent as that agent.
Connect a Freshdesk account so chat and automations can read tickets and reply.
- An administrator pastes the Freshdesk subdomain and an agent API key from Profile settings.
- Each user then Enables. Connecting chat does not connect Agent Builder.
- The assistant can read the inbox, reply, add a private note, and look up contacts and companies. Long lists come back one page at a time.
An administrator has connected Freshdesk. Enable it for your account.
- An administrator pastes the Freshdesk subdomain and an agent API key from Profile settings.
- Each user then Enables. Connecting chat does not connect Agent Builder.
- The assistant can read the inbox, reply, add a private note, and look up contacts and companies. Long lists come back one page at a time.
Connected as John Martin.
- An administrator pastes the Freshdesk subdomain and an agent API key from Profile settings.
- Each user then Enables. Connecting chat does not connect Agent Builder.
- The assistant can read the inbox, reply, add a private note, and look up contacts and companies. Long lists come back one page at a time.
A second administrator does not see Enable. The sentence on the card still says to enable it, but the button stays Connect, so they paste the address and the key again. Their connection is saved as the organisation's connection. People who have already enabled keep the copy they have.
Integrations works the same way in a phone browser, with the cards in a single column. Scroll down to Freshdesk and tap Enable. Each person enables once, and Freshdesk is then available to them in every chat. If you are already enabled, Enable is not shown. If a copy is already on your account and the request is repeated, you see Already connected to Freshdesk.
Centrus
Connect and manage external services
Configure your organisation's GoHighLevel connection. Other users can then Enable it for chat.
- Find a contact and see pipeline stages
- Check free slots and appointments
An administrator has connected Freshdesk. Enable it for your account.
- An administrator pastes the Freshdesk subdomain and an agent API key from Profile settings.
- Each user then Enables. Connecting chat does not connect Agent Builder.
- The assistant can read the inbox, reply, add a private note, and look up contacts and companies. Long lists come back one page at a time.
Connect a Fixflo account so chat and automations can read issues and push updates.
- An administrator pastes the Fixflo subdomain and the 64-character API token.
Ask your first questions
Open Chat, start a chat and ask the way you would ask a colleague in the office. Freshdesk is available in every chat once you have enabled it, whichever tag you choose. There is no How to Use window. The three lines on the card are the guide: an administrator pastes the subdomain and an agent API key from Profile settings, each person then enables, and chat can read the inbox, reply, add a private note, and look up contacts and companies. Long lists come back one page at a time.
Connect a Freshdesk account so chat and automations can read tickets and reply.
- An administrator pastes the Freshdesk subdomain and an agent API key from Profile settings.
- Each user then Enables. Connecting chat does not connect Agent Builder.
- The assistant can read the inbox, reply, add a private note, and look up contacts and companies. Long lists come back one page at a time.
- “What did the tenant last say about the leak at Riverside House?”
- “Open ticket 10482.”
- “Who is the contact Priya Shah?”
- “Which of my open tickets were updated today?”
John Martin
last message sent: less than a minute ago
What did the tenant last say about the leak at Riverside House?
Ticket 10482 is the leak under the kitchen sink at Riverside House, Flat 2. It is Open. The requester is Priya Shah at Northgate Housing.
Her last reply, on 08/10/2026 at 16:40, was: “The drip is worse this morning.”
The ticket list covers the last 30 days.
While Centrus works, the panel above the answer names each look-up as it happens, such as Listing tickets in Freshdesk, Getting a ticket from Freshdesk or Listing conversations in Freshdesk. The ticket list includes the subject, so a question about titles can be answered from the list. A question about what someone wrote needs the conversation as well, and that comes back as plain text. When the answer is ready, the panel folds to Worked with the number of steps. Open it to see exactly what Centrus looked up in Freshdesk before it answered.
Carry on in the same chat, with questions like “Who is assigned to that one?” or “Add a private note to 10482”, and Centrus keeps track of the ticket or contact you were talking about.
What you can ask
Centrus has 52 Freshdesk tools in chat, and picks the right ones from what you ask, so you never choose them yourself. Every tool is listed in the reference. 31 of them read from Freshdesk and 21 change it.
Tickets
“Which of my open tickets mention Riverside House?”
“Open ticket 10482.”
Conversations
“What did Priya Shah last write on ticket 10482?”
“Add a private note to 10482: tenant out until 14:00.”
Contacts
“Find the contact Priya Shah.”
“Which contacts are at Northgate Housing?”
Companies
“Find the company Northgate Housing.”
“Which companies start with North?”
Agents and groups
“Who is the agent on ticket 10482?”
“Which group handles maintenance?”
Time
“How much time is logged on ticket 10482?”
“What time was logged yesterday?”
Satisfaction
“What rating did ticket 10482 get?”
“List ratings since 01/10/2026.”
Fields and canned replies
“What custom fields are on a ticket?”
“Show the canned reply for a first visit.”
- Tickets. List tickets, search them, open one ticket, and read its summary. The inbox is the list of new tickets and your open tickets. You can also ask for tickets you are watching, spam, or deleted tickets. Without a start date, the list covers the last 30 days. Centrus can create a ticket, change the status, priority, group, assignee or subject, move a ticket to the trash, or restore one. Statuses you can name are Open, Pending, Resolved and Closed. Priority runs from Low to Urgent.
- Conversations. Read the replies and notes on one ticket. They come back as plain text. Centrus can send a customer-visible reply, add a note (private unless you say otherwise), forward a ticket, reply on a forwarded thread, edit a note, or delete a conversation. It cannot edit a customer's reply.
- Watchers. See who is watching a ticket, add a watcher, or stop watching.
- Contacts and companies. List, search and open them, and use a prefix search when you know how the name starts. Company prefix search matches the start of the name, not a word in the middle. Centrus can create or update a contact or a company, and it can move a contact to the deleted state. That is not a hard wipe.
- Agents and groups. Read the agent the key belongs to, open one agent, list agents, and list or open groups. Get agent, List agents, Autocomplete agents and List canned folders need an admin API key. A normal agent key is refused for those four.
- Time and satisfaction. Read time on one ticket or across the account, and read satisfaction on one ticket or across the account. Centrus can log time, change an entry, start or stop a timer, or delete an entry. Time is written as hours and minutes, such as 01:30. One timer runs per agent. Deleting a time entry cannot be restored.
- Fields and canned replies. Read the ticket, contact and company field names, including custom fields, before you ask Centrus to set one. List canned folders and titles, and open one canned reply.
Some questions Freshdesk can answer from one list, such as your open tickets, or contacts at a company. Others need more work. The ticket list includes the subject, so a question such as which open tickets mention a leak can be answered from those rows, within the last 30 days. A question about the wording of a reply needs the conversation, because the list does not include the thread. Search is a separate query, not the inbox, and it stops after 10 pages. Say the ticket, the contact or the date, so that Centrus does not fetch more than it needs.
John Martin
last message sent: less than a minute ago
Which open tickets from the last 30 days are about a leak?
1 open ticket mentions a leak. The ticket list already includes the subject, so the rows were filtered rather than opened one by one:
| Ticket | Subject | Status | Where | Updated |
|---|---|---|---|---|
| 10482 | Leak under the kitchen sink | Open | Riverside House | 08/10/2026 16:40 |
Ticket 10491, no heating in Flat 6, is also open, and it does not mention a leak. Shall I draft a private note for 10482?
Making changes
21 of the 52 tools change data in Freshdesk: they create, update, reply, note, forward, restore or delete. A reply or a note shows as its own step in the panel above the answer, such as Adding a note in Freshdesk or Replying to a ticket in Freshdesk, and only after you have agreed to it.
Centrus is told that the connected Freshdesk tools can read the inbox and, after you confirm, reply, add a note, create and update. It should not treat Freshdesk as read only. There is no separate approval screen. Centrus restates the reply or the note and waits. Nothing in that instruction is written until you agree. The instruction does not name a delete, a forward, or the timer, so say those plainly if you want them, and check the ticket in Freshdesk afterwards. A note is private unless you say it should be visible to the customer. A reply is visible to the customer. Name the ticket, give the wording, and check the result in Freshdesk.
John Martin
last message sent: less than a minute ago
Add a private note to ticket 10482: tenant out until 14:00, card left.
Ticket 10482 is the leak under the kitchen sink at Riverside House, Flat 2. I have not added the note. Shall I add this as a private note?
Tenant out until 14:00, card left.
Some changes cannot be taken back from chat:
- Deleting a time entry removes it. The tool says this cannot be restored. Centrus cannot bring it back.
- Deleting a conversation removes that reply or note. There is no tool that restores a conversation.
- Deleting a ticket moves it to the trash. Restore ticket brings a trashed ticket back. Ask for the restore by the ticket number.
- Soft-delete contact moves the contact to the deleted state. It is not a hard wipe. There is no tool that restores the contact.
- A reply is sent to the customer. Chat cannot unsend it. Correct it with a further reply in Freshdesk, or from chat once you confirm.
- A private note stays on the ticket. Centrus can edit a note. It cannot edit a customer's own reply.
- Forwarding sends the ticket to the addresses you name. Those addresses are required.
There is no Freshdesk tool that applies one change to every row of a list. Each reply, note or update is one record. If you name two tickets in the same message, Centrus still treats them as two changes, and it asks before it writes either of them. A long list you asked for earlier in the chat stays available for 24 hours, so you can say “that ticket” or ask for the next page, and then ask for the change on the record you mean.
John Martin
last message sent: 1 minute ago
Add that same private note to the other open ticket at Riverside House as well.
The other open ticket is 10491, no heating in Flat 6. That would be a separate change from 10482. I have not written either note. Shall I add a private note, “Tenant out until 14:00, card left.”, to 10491?
Who can use Freshdesk in chat
Freshdesk has no tool list in Settings, and editing a team does not include Freshdesk tools. The Integrations overview describes the tool screens used by BigChange REST and Simpro. Those screens do not appear for Freshdesk. Anyone who has clicked Enable, and the administrator who connected, can use all 52 tools. What Freshdesk itself allows still depends on the key: an ordinary agent key cannot list agents or open canned folders.
Connect a Freshdesk account so chat and automations can read tickets and reply.
- An administrator pastes the Freshdesk subdomain and an agent API key from Profile settings.
- Each user then Enables. Connecting chat does not connect Agent Builder.
- The assistant can read the inbox, reply, add a private note, and look up contacts and companies. Long lists come back one page at a time.
An administrator has connected Freshdesk. Enable it for your account.
- An administrator pastes the Freshdesk subdomain and an agent API key from Profile settings.
- Each user then Enables. Connecting chat does not connect Agent Builder.
- The assistant can read the inbox, reply, add a private note, and look up contacts and companies. Long lists come back one page at a time.
- 1The Settings tabs. Freshdesk is not among them.
- 2Connect, shown to an organisation administrator, and also shown to everyone else until an administrator has connected.
- 3Enable, which turns on every Freshdesk tool for that person. The card does not name who connected.
What each person can change in Freshdesk is decided by the key the administrator pasted, not by a tick against their name in Centrus. The three lines on the card are the same for everyone. The control on a reply or a note is the question in the chat: Centrus restates it and waits. Once you confirm, the step appears, such as Adding a note in Freshdesk.
John Martin
last message sent: less than a minute ago
Yes, add it.
Done. The private note is on ticket 10482 at Riverside House, Flat 2: tenant out until 14:00, card left.
Limits
- Long lists. Nine lists (tickets, contacts, companies, time entries, satisfaction ratings, agents, and the searches for tickets, contacts and companies) are fetched as pages of 100 and kept up to 5,000 rows on the chat. The answer is given the first 100. Ask for the next page in the same chat. The saved list lasts 24 hours, and it belongs to that chat. After that, or in a new chat, Centrus asks Freshdesk again. A follow-on page whose saved list has expired comes back empty.
- Search stops sooner. Ticket, contact and company search are capped at 10 pages, so 1,000 rows, even though the chat asks for up to 50 pages. Search is a Freshdesk query, not the inbox, and it is not a keyword search of the subject line.
- Last 30 days. Without a start date, the ticket list covers the last 30 days. Name a date when you need older tickets.
- Shorter lists. Conversations and the time entries on one ticket are not in those nine. One call returns a page of up to 100, and Centrus can ask for further pages, up to 20. Groups, watchers, field lists, canned replies and the satisfaction on one ticket come back as a single response.
- One record at a time. Changes are not applied to a whole list in one step. See Making changes.
- When Freshdesk is busy. If Freshdesk returns 429, Centrus waits for the time Freshdesk asks, up to 30 seconds, and tries once more. If it is still busy, the answer includes Freshdesk returned 429.
- One account, one agent. The card holds one Freshdesk subdomain. Connected as John Martin means the agent the key belongs to, and every colleague who enables sees that same name. Replies and notes are made as that agent.
- Admin key. Listing agents, opening one agent, the agent name search, and canned folders need an admin API key. The key used to connect, which reads the current agent, does not have to be an admin key.
John Martin
last message sent: less than a minute ago
Which open tickets from the last 30 days are about a leak?
The Working line names the look-up while Centrus is fetching it. It does not count pages or rows while it runs, even when Freshdesk is returning several pages inside that one step. When the answer is ready, the line folds into Worked.
Disconnect
Disconnect on the card removes your own connection only. It happens straight away, without asking you to confirm, and you see Integration disconnected. If someone else's connection is still there to copy, the card goes back to Enable for anyone who is not an administrator, with the sentence An administrator has connected Freshdesk. Enable it for your account. An administrator sees Connect again, even while that sentence is showing.
Connected as John Martin.
- An administrator pastes the Freshdesk subdomain and an agent API key from Profile settings.
- Each user then Enables. Connecting chat does not connect Agent Builder.
- The assistant can read the inbox, reply, add a private note, and look up contacts and companies. Long lists come back one page at a time.
An administrator has connected Freshdesk. Enable it for your account.
- An administrator pastes the Freshdesk subdomain and an agent API key from Profile settings.
- Each user then Enables. Connecting chat does not connect Agent Builder.
- The assistant can read the inbox, reply, add a private note, and look up contacts and companies. Long lists come back one page at a time.
- 1Disconnect, which removes your own connection without asking you to confirm.
- 2Enable, to turn Freshdesk back on from a connection that is still in the organisation.
When an administrator disconnects, only the administrator's own connection goes. Everyone who has already enabled Freshdesk keeps working, because each person holds their own copy. Someone who has not enabled can still enable from one of those copies. The card still does not say whose copy that is.
To stop all access from Centrus at once, withdraw or change the API key in Freshdesk, and every copy stops working. Copies do not pick up a new key by themselves, so once a new key is issued, an administrator connects again and everyone else clicks Disconnect, then Enable.
Troubleshooting
- Centrus answers as though Freshdesk is not connected. Check that the card says Connected for you, and click Enable if it shows the sentence about an administrator having connected. If you are not an administrator and the button is still Connect, nobody has connected yet. Ask an administrator to connect. Clicking Connect yourself opens the window, and then you see Only organisation administrators can connect Freshdesk.
- No Freshdesk connection found. Please ask your administrator to connect first. You clicked Enable, but no connection is left in the organisation to copy. Ask an administrator to connect.
- Freshdesk returned 401, in the answer. Freshdesk no longer accepts the key, usually because it was changed or withdrawn. The administrator connects again with the current key, then everyone else clicks Disconnect and Enable.
- The answer has no Freshdesk detail, and the card still says Connected. The saved address or key is incomplete, and chat then offers no Freshdesk tools. Click Disconnect, then Enable, to take a fresh copy. If you are the administrator, click Connect and paste the details again.
- Freshdesk returned 429. Freshdesk was busy, and the one retry did not get through. Ask again in a minute.
- Could not verify Freshdesk credentials while connecting. The address or the key was refused, or the request failed. The notice does not include the status Freshdesk returned. The window stays open. Correct the box and click Connect again.
- A list of agents or canned folders is refused. Those four tools need an admin API key. The key on the card is an ordinary agent key. An administrator connects again with an admin key, then everyone else clicks Disconnect and Enable.
- Older tickets are missing. The ticket list covers the last 30 days unless you name a start date. Ask again with the date.
- The answer stops part way through a long list. Ask Centrus to carry on. The saved list lasts 24 hours. After that, ask for the list again. A search stops at 1,000 rows.
John Martin
last message sent: less than a minute ago
What did the tenant last say about the leak at Riverside House?
I couldn't get the tickets. Freshdesk refused the key with Freshdesk returned 401, which usually means the API key was changed or withdrawn in Freshdesk. Ask your administrator to reconnect Freshdesk on the Integrations page.
Tools and endpoints reference
There are 52 Freshdesk tools in chat: 31 read from Freshdesk and 21 change data. The names below are the labels Centrus uses for the same actions. Every tool calls Freshdesk at https:/, and the path in the table starts at /. Where a path contains {ticket_id} or another name in braces, Centrus fills it from the ticket, contact or company you named. A reply, a note, a create and an update still wait until you confirm, as described above.
| Tool | What it does | Reads or changes | Endpoint |
|---|---|---|---|
| List tickets | Lists tickets, one page at a time. Without a start date, Freshdesk returns the last 30 days. The inbox is new tickets and your open tickets. You can also ask for watching, spam or deleted. | Reads | GET / |
| Search tickets | Searches tickets with a Freshdesk query, not the inbox filter. At most 10 pages. | Reads | GET / |
| Get ticket | Reads one ticket. The thread is a separate look-up. | Reads | GET / |
| Get ticket summary | Reads the summary on one ticket. | Reads | GET / |
| Create ticket | Creates a ticket. A subject and a description are required. Status is Open, Pending, Resolved or Closed. Priority runs from Low to Urgent. | Changes | POST / |
| Update ticket | Changes the status, priority, group, assignee or subject. Custom field names come from List ticket fields. | Changes | PUT / |
| Delete ticket | Moves a ticket to the trash. | Changes | DELETE / |
| Restore ticket | Restores a trashed ticket. | Changes | PUT / |
| Tool | What it does | Reads or changes | Endpoint |
|---|---|---|---|
| List conversations | Reads the replies and notes on one ticket, as plain text. | Reads | GET / |
| Reply | Sends a customer-visible reply. Plain text is sent as HTML. | Changes | POST / |
| Add note | Adds a note. It is private unless you say it should be visible to the customer. | Changes | POST / |
| Forward ticket | Forwards the ticket. The addresses to send it to are required. | Changes | POST / |
| Reply to forward | Replies on a forwarded thread. The addresses are required. | Changes | POST / |
| Update conversation | Edits a note. It cannot edit a customer's reply. | Changes | PUT / |
| Delete conversation | Deletes a conversation. There is no tool that restores it. | Changes | DELETE / |
| Tool | What it does | Reads or changes | Endpoint |
|---|---|---|---|
| List watchers | Lists the agents watching one ticket. | Reads | GET / |
| Add watcher | Adds a watcher to a ticket. | Changes | POST / |
| Remove watcher | Stops a watcher on a ticket. | Changes | PUT / |
| Tool | What it does | Reads or changes | Endpoint |
|---|---|---|---|
| List ticket time entries | Lists the time logged on one ticket. | Reads | GET / |
| List time entries | Lists time entries across the account. You can limit them by company, agent, dates or whether they are billable. | Reads | GET / |
| Create time entry | Logs time on a ticket. Time is hours and minutes, such as 01:30. Centrus is told that billable defaults to on. | Changes | POST / |
| Update time entry | Changes the time, the note or whether an entry is billable. | Changes | PUT / |
| Toggle timer | Starts or stops a timer. One timer runs per agent. | Changes | PUT / |
| Delete time entry | Deletes a time entry. This cannot be restored. | Changes | DELETE / |
| Tool | What it does | Reads or changes | Endpoint |
|---|---|---|---|
| List ticket satisfaction | Reads the satisfaction ratings on one ticket. | Reads | GET / |
| List satisfaction ratings | Lists satisfaction ratings across the account. | Reads | GET / |
| List ticket fields | Reads ticket field names, including custom fields. | Reads | GET / |
| List contact fields | Reads contact field names. | Reads | GET / |
| List company fields | Reads company field names. | Reads | GET / |
| Tool | What it does | Reads or changes | Endpoint |
|---|---|---|---|
| Get contact | Reads one contact. | Reads | GET / |
| List contacts | Lists contacts, one page at a time. You can limit them by email, company or a start date. | Reads | GET / |
| Autocomplete contacts | Prefix search for a contact name. | Reads | GET / |
| Search contacts | Searches contacts. At most 10 pages. | Reads | GET / |
| Create contact | Creates a contact. A name is required. | Changes | POST / |
| Update contact | Updates a contact. | Changes | PUT / |
| Soft-delete contact | Moves a contact to the deleted state. This is not a hard wipe. | Changes | DELETE / |
| Tool | What it does | Reads or changes | Endpoint |
|---|---|---|---|
| Get company | Reads one company. | Reads | GET / |
| List companies | Lists companies, one page at a time. | Reads | GET / |
| Autocomplete companies | Prefix match on the company name, not a word in the middle. | Reads | GET / |
| Search companies | Searches companies. At most 10 pages. | Reads | GET / |
| Create company | Creates a company. A name is required. | Changes | POST / |
| Update company | Updates a company. | Changes | PUT / |
| Tool | What it does | Reads or changes | Endpoint |
|---|---|---|---|
| Current agent | Reads the Freshdesk agent this API key belongs to. Centrus also uses this to check the key when an administrator connects. | Reads | GET / |
| Get agent | Reads one agent. This needs an admin API key. | Reads | GET / |
| List agents | Lists agents. This needs an admin API key. | Reads | GET / |
| Autocomplete agents | Prefix search for an agent. This needs an admin API key. | Reads | GET / |
| Get group | Reads one group. | Reads | GET / |
| List groups | Lists groups, for assignment. This comes back as one response. | Reads | GET / |
| Tool | What it does | Reads or changes | Endpoint |
|---|---|---|---|
| List canned folders | Lists canned response folders. This needs an admin API key. | Reads | GET / |
| List canned titles | Lists the titles in one canned folder. | Reads | GET / |
| List canned responses | Reads the full canned replies in one folder. | Reads | GET / |
| Get canned response | Reads one canned reply. | Reads | GET / |