Freshdesk

Overview

The Freshdesk connector polls the tickets API every 60 seconds and compares each ticket's updated_at with the last run. New and changed tickets become typed events with their standard and custom fields attached, and each one shows up in the trace of the run it started.

Teams use it to escalate urgent tickets to a Microsoft Teams channel, to check QuickBooks before promising a refund and to copy resolved tickets into MySQL for reporting.

Supported plans

• Growth, Pro and Enterprise, in any Freshdesk data center

• Tickets, contacts, companies and conversations

• Custom ticket fields and ticket forms

How polling works

Each poll asks for tickets updated since the last cursor, sorted oldest first, and pages through results until it catches up. Tessel stores the cursor per connection, so a pause or restart picks up where it left off.

GET /api/v2/tickets
  ?updated_since=2026-10-06T09:14:00Z
  &order_by=updated_at
  &order_type=asc
  &per_page=100
  &include=requester

GET /api/v2/tickets
  ?updated_since=2026-10-06T09:14:00Z
  &order_by=updated_at
  &order_type=asc
  &per_page=100
  &include=requester

GET /api/v2/tickets
  ?updated_since=2026-10-06T09:14:00Z
  &order_by=updated_at
  &order_type=asc
  &per_page=100
  &include=requester

Rate limits

Freshdesk limits API calls per minute by plan, 200 on Growth, 400 on Pro and 700 on Enterprise. Tessel uses a small share for polling and leaves the rest for actions and your other tools.

Permissions needed

Connect with the API key of a dedicated agent. That agent needs Global Access so polling sees every ticket, not only those in its groups. Its role decides which actions a workflow can take.

• Ticket scope set to Global Access

• Edit ticket properties for the update action

• Reply only if workflows answer customers