Freshdesk Destination


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Identify

When you call identify we will insert or update a user record in Freshdesk. We’ll use the user email in traits.email to match users in Freshdesk.

Note: You must provide traits.email in order for the identify call to send to Freshdesk.

If you want to update custom fields mapped with users in Freshdesk, you must pass this as a trait without the cf_ prefix. For e.g. if you have a custom field in Freshdesk with the API name cf_department, you should send department.

Here’s an example:

{
  "user_id": "019mr8mf4r",
  "action": "identify",
  "traits": {
    "name": "Peter Gibbons",
    "email": "pgibbons@initech.com",
    "plan": "developer",
    "department": "Marketing",
    "created_at": "2013-01-07"
  },
  "context": {
    "timezone": "Europe/Amsterdam",
    "locale": "en-US"
  }
}

Group

When you call group we will insert or update an organization in Freshdesk. If you want to update custom fields mapped with an organization, you must pass this as a trait without the cf_ prefix. For e.g. if you have a custom field in Freshdesk with the API name cf_plan, you should send plan.

Here’s an example:

{
  "user_id": "019mr8mf4r",
  "group_id": "0e8c78ea9d97a7b8185e8632",
  "action": "group",
  "traits": {
    "name": "Initech",
    "industry": "Technology",
    "employees": 329,
    "plan": "enterprise",
    "total billed": 830,
    "createdAt": "2014-12-01"
  },
  "context": {
    "timezone": "Europe/Amsterdam",
    "locale": "en-US"
  }
}

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