Without software, Desk.com helps small businesses and growing support teams create the Happiest Customers on Earth.

Freshdesk is a cloud-based customer support software that lets you support customers through traditional channels like phone and email, social channels like Facebook and Twitter, and your own branded community.

customer-support tier-2
customer-support tier-2

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Cases

  • ID
    Customer
    Assigned User
    Assigned Group
    External ID
    Unique external identifier to reference this case to an external system.
    Blurb
    Short summary of, or excerpt from, the case.
    Subject
    Priority
    Number between 1 and 10, 1 being lowest priority.
    Description
    Status
    Type
    Channel of the case, one of: chat, twitter, email, qna, facebook, phone.
    Labels
    Label Ids
    Language
    Created At
    Updated At
    Changed At
    Active At
    Received At
    Locked Until
    First Opened At
    Opened At
    First Resolved At
    Resolved At
  • Case Created

    Triggers when a new Case is created in the selected account.

  • Case Updated

    Triggers when a Case is updated in the selected account.

  • Create an Email Case

    Creates a new Email Case

  • Update a Case

    Updates the selected Case.

  • Look Up a Case

  • Search Cases

    Searches for Cases in the selected account and returns a list.

Customers

  • ID
    First Name
    Last Name
    Company
    Title
    Avatar
    Uid
    Customer’s Multipass SSO UID.
    External
    Unique external identifier to reference this customer to an external system.
    Background
    Any background information for the customer.
    Language
    Locked Until
    Created At
    Updated At
    Emails
    Phone Numbers
    Addresses
    Access Private Portal
    Access Company Cases
  • Customer Created

    Triggers when a new Customer is created in the selected account.

  • Customer Updated

    Deletes the selected Customer.

  • Create a Customer

    Creates a new Customer.

  • Update a Customer

    Updates the selected Customer.

  • Search Customers

    Triggers when a Customer is updated in the selected account.

Users

  • ID
    Name
    Public Name
    Email
    Email Verified
    Avatar
    Level
    Created At
    Updated At
    Current Login At
    Last Login At
    Available
  • User Created

    Triggers when a new User is created in the selected account.

  • User Updated

    Triggers when a User is updated in the selected account.

  • Search Users

    Searches for Users in the selected account and returns a list.


Tickets

  • ID
    Ticket ID specific to your account.
    Subject
    Ticket subject.
    Description
    HTML content of the ticket.
    Description Text
    Content of the ticket in plain text.
    Status
    Status of the ticket.
    Priority
    Priority of the ticket.
    Source
    The channel through which the ticket was created.
    Deleted
    Set as true if the ticket is deleted/trashed. Deleted tickets will not be considered in any views except “deleted” filter.
    Spam
    Set as true if the ticket is marked as spam.
    Responder
    ID of the agent to whom the ticket is assigned.
    Group
    ID of Group to which the ticket is assigned.
    Type
    Type property field as defined in ticket fields.
    Email Config
    ID of email config which is used for this ticket. (i.e., [email protected]/[email protected])
    Is Escalated
    Set to true if an escalation was sent.
    Due By
    Ticket due-by time.
    Tags
    Tags that have been associated with the ticket.
    Created At
    Updated At
  • Ticket Created

    Triggers when a new Ticket is created.

  • Ticket Updated

    Triggers when a Ticket is updated.

  • Ticket Deleted

    Triggers when a Ticket is deleted.

  • Create a Ticket

    Creates a new Ticket.

  • Update a Ticket

    Updates the selected Ticket.

  • Delete a Ticket

    Deletes the selected Ticket.

  • Look Up a Ticket

  • Search Tickets

    Searches for tickets in the account and returns a list of tickets.

Contacts

  • ID
    Name
    Email
    One of Email, Phone or Mobile must be specified when creating a user.
    Address
    Description
    Job Title
    Twitter
    Phone
    Mobile
    Language
    Time Zone
    Company
    Deleted
    Active
    External
    Created At
    Updated At
  • Contact Created

  • Contact Updated

  • Contact Deleted

  • Create a Contact

  • Update a Contact

  • Delete a Contact

  • Look Up a Contact

  • Search Contacts