freshdesk

A comprehensive n8n community node for Freshdesk helpdesk platform providing 10 resources and 60+ operations for ticket management, customer support, and knowledge base automation.

Package Information

Released: 5 mo ago
Downloads: 19 weekly / 54 monthly
Latest Version: 1.0.0
Author: Velocity BPA

Available Nodes

Documentation generating…

Freshdesk
Interact with Freshdesk API
Freshdesk Trigger
Handle Freshdesk events via webhooks

Documentation

n8n-nodes-freshdesk

[Velocity BPA Licensing Notice]

This n8n node is licensed under the Business Source License 1.1 (BSL 1.1).

Use of this node by for-profit organizations in production environments requires a commercial license from Velocity BPA.

For licensing information, visit https://velobpa.com/licensing or contact licensing@velobpa.com.

A comprehensive n8n community node for Freshdesk providing 10 resources and 60+ operations for ticket management, customer support, and knowledge base automation.

n8n
Version
License

Features

  • Complete Ticket Management - Create, update, search, filter, merge, and manage tickets with full conversation support
  • Contact & Company Management - Full CRUD operations with merge, search, and filter capabilities
  • Agent & Group Administration - Manage support agents, roles, and team groups
  • Knowledge Base (Solutions) - Create and manage categories, folders, articles, and translations
  • Canned Responses - Manage response templates for faster replies
  • Time Tracking - Log and manage time entries with timer functionality
  • Product Management - Organize tickets by product or service
  • Webhook Triggers - Automate workflows based on Freshdesk events
  • Rate Limit Handling - Automatic retry logic with Retry-After header support
  • Pagination Support - Efficiently retrieve large datasets

Installation

Community Nodes (Recommended)

  1. Open n8n
  2. Go to Settings > Community Nodes
  3. Click Install
  4. Enter n8n-nodes-freshdesk and click Install

Manual Installation

# Navigate to your n8n installation directory
cd ~/.n8n

# Install the node package
npm install n8n-nodes-freshdesk

Development Installation

# 1. Extract/clone the repository
cd n8n-nodes-freshdesk

# 2. Install dependencies
npm install

# 3. Build the project
npm run build

# 4. Create symlink to n8n custom nodes directory
# For Linux/macOS:
mkdir -p ~/.n8n/custom
ln -s $(pwd) ~/.n8n/custom/n8n-nodes-freshdesk

# For Windows (run as Administrator):
# mklink /D %USERPROFILE%\.n8n\custom\n8n-nodes-freshdesk %CD%

# 5. Restart n8n
n8n start

Credentials Setup

Property Type Required Description
Domain String Yes Your Freshdesk subdomain (e.g., yourcompany from yourcompany.freshdesk.com)
API Key String Yes Your Freshdesk API key (found in Profile Settings)

Getting Your API Key

  1. Log in to your Freshdesk account
  2. Click your profile picture in the top right
  3. Go to Profile Settings
  4. Your API Key is displayed on the right sidebar

Resources & Operations

Tickets

Operation Description
Create Create a new ticket
Get Get a ticket by ID
Get Many List all tickets with optional filters
Update Update ticket properties
Delete Delete a ticket
Restore Restore a deleted ticket
Search Search tickets using query
Filter Filter tickets using saved filters
Reply Add a reply to a ticket
Add Note Add a private note
Get Conversations List all conversations
Add Watcher Add a watcher to a ticket
Merge Merge multiple tickets

Contacts

Operation Description
Create Create a new contact
Get Get a contact by ID
Get Many List all contacts
Update Update contact properties
Delete Delete a contact
Restore Restore a deleted contact
Merge Merge multiple contacts
Make Agent Convert contact to agent
Search Search contacts
Filter Filter contacts

Companies

Operation Description
Create Create a new company
Get Get a company by ID
Get Many List all companies
Update Update company properties
Delete Delete a company
Search Search companies
Filter Filter companies

Agents

Operation Description
Create Create a new agent
Get Get an agent by ID
Get Many List all agents
Update Update agent properties
Delete Deactivate an agent
Filter Filter agents

Groups

Operation Description
Create Create a new group
Get Get a group by ID
Get Many List all groups
Update Update group properties
Delete Delete a group

Conversations

Operation Description
Create Create a reply or note
Get Many List ticket conversations
Update Update a note
Delete Delete a conversation

Canned Responses

Operation Description
Create Create a canned response
Get Get a canned response
Get Many List canned responses
Update Update a canned response
Delete Delete a canned response
Get Folders List response folders

Solutions (Knowledge Base)

Operation Description
Create Category Create a new category
Create Folder Create a new folder
Create Article Create a new article
Get Article Get an article by ID
Get Many Articles List articles in a folder
Update Article Update an article
Delete Article Delete an article
Translate Article Add article translation

Time Entries

Operation Description
Create Create a time entry
Get Get a time entry
Get Many List time entries
Update Update a time entry
Delete Delete a time entry
Toggle Timer Start/stop timer

Products

Operation Description
Create Create a new product
Get Get a product by ID
Get Many List all products
Update Update a product
Delete Delete a product

Trigger Node

The Freshdesk Trigger node allows you to start workflows based on Freshdesk events.

Supported Events

  • Ticket Created
  • Ticket Updated
  • Ticket Deleted
  • Note Added
  • Reply Received
  • Agent Assigned
  • Status Changed
  • Priority Changed
  • All Events

Webhook Setup

  1. Copy the webhook URL from n8n
  2. In Freshdesk, go to Admin > Automations > Automation Rules
  3. Create a new rule with your trigger conditions
  4. Add action: Trigger Webhook
  5. Paste the webhook URL
  6. Select POST method and JSON content type
  7. Configure the payload with ticket/conversation data

Usage Examples

Create a Ticket

// Node: Freshdesk
// Operation: Create Ticket

{
  "subject": "Issue with login",
  "description": "User cannot access their account",
  "email": "customer@example.com",
  "priority": 3,  // High
  "status": 2     // Open
}

Search Tickets

// Node: Freshdesk
// Operation: Search

{
  "query": "status:2 AND priority:3"
}

Add Reply to Ticket

// Node: Freshdesk
// Operation: Reply

{
  "ticketId": 12345,
  "body": "<p>Thank you for contacting us. We're looking into this.</p>"
}

Error Handling

The node includes built-in error handling for:

  • Rate Limiting (429) - Automatically extracts Retry-After header
  • Authentication Errors - Clear messaging for credential issues
  • API Errors - Detailed error messages from Freshdesk API

Security Best Practices

  1. Store API keys securely - Use n8n's credentials system
  2. Use environment variables - For domain configuration
  3. Limit API key permissions - Use keys with minimum required scope
  4. Monitor API usage - Track rate limits and usage patterns

Development

# Install dependencies
npm install

# Build the project
npm run build

# Run tests
npm test

# Run tests with coverage
npm run test:coverage

# Lint code
npm run lint

# Fix linting issues
npm run lint:fix

# Watch mode for development
npm run dev

Author

Velocity BPA

Licensing

This n8n community node is licensed under the Business Source License 1.1.

Free Use

Permitted for personal, educational, research, and internal business use.

Commercial Use

Use of this node within any SaaS, PaaS, hosted platform, managed service,
or paid automation offering requires a commercial license.

For licensing inquiries:
licensing@velobpa.com

See LICENSE, COMMERCIAL_LICENSE.md, and LICENSING_FAQ.md for details.

Contributing

Contributions are welcome! Please:

  1. Fork the repository
  2. Create a feature branch
  3. Make your changes
  4. Run tests: npm test
  5. Submit a pull request

Support

Acknowledgments

  • Freshdesk for their comprehensive API
  • n8n for the workflow automation platform
  • The n8n community for their contributions and feedback

Discussion