A practical guide to the Freshdesk ticket API with examples (2026)

So, you're using Freshdesk. It's a fantastic helpdesk, no argument there. It’s a mature, reliable platform that powers customer service for thousands of companies. But if you’re looking to extend its capabilities even further, the magic starts when you get Freshdesk talking to your other tools, automating parts of your day.

Traditionally, the key to unlocking all this has been the Freshdesk API. It’s a robust toolset that lets your developers build custom reports, trigger actions from other apps, and get your support data flowing through the rest of your business.

This guide will give you a straightforward look at the Freshdesk ticket API. We'll walk through some common Freshdesk ticket API examples and look at a few different ways to get automation done, whether you have a team of developers or you’d rather use complementary tools to handle it.

Understanding the Freshdesk ticket API

Think of an API (Application Programming Interface) as a professional messenger between your software. It’s a set of rules that lets different apps swap information and tell each other what to do. The Freshdesk API is a high-quality REST API, which is a common standard for these messengers. It lets you manage your helpdesk data programmatically, meaning you can write code to create, read, update, and delete tickets.

Before you jump in, here are a few things to keep in mind:

• Authentication: To protect your customer data, every request sent to the API needs to prove it has permission. You do this with an API key, which you can easily find in your Freshdesk profile settings. It's a secure way for your apps to communicate.

• Rate Limits: Freshdesk maintains excellent system stability by managing the volume of requests made to their servers. They offer tiered limits on how many API calls you can make per minute, and these limits align with your Freshdesk pricing options. This ensures the platform remains fast and reliable for everyone.

• Developer Resources: Using the API is a powerful way to build custom-tailored solutions. It usually involves someone with programming knowledge (like Python) to write and host the code that facilitates the integration.

While the API is a great choice for custom-built solutions, many teams choose to use complementary no-code platforms to achieve automation quickly. This offers a simple route that works right alongside your Freshdesk setup.

Common Freshdesk ticket API examples

Let’s get into the practical stuff. Here are a few of the most common things people do with the Freshdesk ticket API. We’ll use Python for the code snippets since it’s a popular choice for this kind of work.

Example 1: Fetching a list of tickets

Why you’d do this: While Freshdesk offers impressive built-in reporting, you might want to pull ticket data into a custom dashboard to track very specific internal metrics, analyze long-term trends, or feed that information into a business intelligence tool.

To pull this off, you'd use the GET /api/v2/tickets endpoint. The API provides data in organized "pages," which helps keep the data transfer efficient. You can ask for them page by page and add parameters like updated_since to fetch the most recent updates.

import requests
import json

# Your Freshdesk domain and API key

domain = "your-domain"
api_key = "YOUR_API_KEY"
password = "X" # The password can be anything when using an API key

# Start with the first page

page = 1
while True:
    url = f"https://{domain}.freshdesk.com/api/v2/tickets?page={page}&per_page=100"

response = requests.get(url, auth=(api_key, password))

if response.status_code == 200:
        tickets = response.json()
        if not tickets:
            # No more tickets to fetch
            break

print(f"--- Page {page} ---")
        for ticket in tickets:
            print(f"Ticket #{ticket['id']}: {ticket['subject']}")

page += 1
    else:
        print(f"Failed to fetch tickets. Status code: {response.status_code}")
        break

A different approach: If you want to supplement your reporting without a custom engineering project, an integrated AI platform like eesel AI provides advanced, actionable reports. It works within the Freshdesk ecosystem to analyze your tickets, helping you identify gaps in your knowledge base and spotting opportunities for automation.

Example 2: Creating a new ticket

Why you’d do this: You can automatically create a Freshdesk ticket when an event occurs in another system. For instance, an alert from your server monitoring tool could create a ticket for your technical team, or a new form submission on your website could be routed directly into Freshdesk.

For this, you'd use the POST /api/v2/tickets endpoint. You send along a JSON object with the ticket details, such as the customer's email, subject, description, priority, and status.

import requests
import json

domain = "your-domain"
api_key = "YOUR_API_KEY"
password = "X"

url = f"https://{domain}.freshdesk.com/api/v2/tickets"

headers = { "Content-Type": "application/json" }

ticket_data = {
    "email": "customer@example.com",
    "subject": "Website form submission: Demo Request",
    "description": "A new lead has requested a demo through the website.",
    "status": 2,  # Open
    "priority": 3, # High
    "group_id": 12345 # Your Sales group ID
}

response = requests.post(url, auth=(api_key, password), headers=headers, data=json.dumps(ticket_data))

if response.status_code == 201:
    print("Ticket created successfully!")
    print(response.json())
else:
    print(f"Failed to create ticket. Status: {response.status_code}, Response: {response.text}")

A different approach: Once a ticket is created, you can use complementary tools like eesel AI’s AI Triage to help with ticket organization. It can assist in setting the right priority, assigning tickets to the correct team, or adding relevant tags, ensuring your Freshdesk dashboard stays organized and efficient.

Example 3: Updating an existing ticket

Why you’d do this: You can automatically update a ticket's status or add information based on actions in other systems. For example, when an order ships from your Shopify store, you could add a private note with the tracking info to the corresponding Freshdesk ticket.

Here, you’d use the PUT /api/v2/tickets/[id] endpoint, where [id] is the ID number of the ticket you want to update. You only need to include the specific fields you are changing.

import requests
import json

domain = "your-domain"
api_key = "YOUR_API_KEY"
password = "X"
ticket_id = 123 # The ID of the ticket to update

url = f"https://{domain}.freshdesk.com/api/v2/tickets/{ticket_id}"

headers = { "Content-Type": "application/json" }

update_data = {
    "status": 3, # Pending
    "priority": 1 # Low
}

response = requests.put(url, auth=(api_key, password), headers=headers, data=json.dumps(update_data))

if response.status_code == 200:
    print(f"Ticket #{ticket_id} updated successfully!")
else:
    print(f"Failed to update ticket. Status: {response.status_code}, Response: {response.text}")

A different approach: For more complex multi-step workflows, such as checking live order status and then resolving a ticket, you might consider an AI agent from eesel AI. These tools are designed to work alongside Freshdesk, calling out to other systems for live data and handling sequence-based actions within your helpdesk.

Automating workflows with Freshdesk ticket API examples

The Freshdesk API is a powerful foundation for automation, allowing systems to react to events as they happen. This is often achieved using webhooks.

Using Freshdesk automations and webhooks for advanced workflows

Freshdesk includes excellent built-in automation rules for common tasks. For specialized or highly custom workflows, you can utilize webhooks. A webhook is an automatic message that Freshdesk sends to another system whenever a specific event occurs, such as a ticket being closed.

When you use webhooks, you create a custom application to receive that data and process your logic. This allows for a high degree of customization for teams with specific technical requirements.

The simpler, more powerful alternative: AI integration

Many teams today are choosing to use integrated AI platforms as a complementary way to manage these workflows. These platforms handle the technical details, allowing you to focus on your support strategy.

eesel AI offers a one-click integration that works within the Freshdesk ecosystem. It serves as a helpful workflow engine that you can get running quickly.

Key benefits include:

• Ease of use: You can build multi-step automations using a straightforward dashboard that complements your developers' work.

• Custom actions: The AI can work with Freshdesk and your other systems (like Shopify) to retrieve real-time information before determining the next step in a workflow.

• Simulation mode: You can test your automation on past tickets before going live. This allows you to see how your AI agent will perform alongside your Freshdesk team, giving you confidence in the setup.

Understanding pricing and scale

When planning your integrations, it's helpful to look at how Freshdesk supports different levels of scale. Access to the API is structured through Freshdesk's tiered plans, each offering a generous rate limit.

Plan	API Rate Limit (per minute)
Growth	200
Pro	400
Enterprise	700

As your operations grow and you utilize more Freshdesk ticket API examples, Freshdesk offers higher-tier plans with increased limits. This ensures that even the most active enterprise environments have the capacity they need for their integrations.

Go live in minutes with eesel AI and Freshdesk

Building custom API integrations is a rewarding project that allows for deep customization. By using complementary tools like eesel AI, you can often achieve your automation goals in a fraction of the time.

• Self-serve setup: You can launch a working AI agent that integrates with your helpdesk in just a few minutes.

• One-click integration: eesel AI connects directly and securely to your Freshdesk account, making it easy to get started.

• Gradual scaling: You can start with a single use case and gradually expand your automation as you see the positive impact on your Freshdesk workflow.

eesel AI is a specialized option that works within the Freshdesk ecosystem to help you solve automation challenges quickly and effectively.

Final thoughts on using the Freshdesk ticket API

The Freshdesk ticket API is a solid and capable tool that gives you the freedom to connect your helpdesk to a wide variety of external systems. It is the gold standard for teams that want to build bespoke, custom-coded integrations.

For teams looking for a direct path to automating repetitive tasks, modern AI platforms offer a complementary solution. They handle the technical complexity so you can focus on leveraging Freshdesk's strengths to provide great customer experiences.

Ready to see how you can enhance your workflow? Try eesel AI for free and see how it works with your Freshdesk setup.