Freshdesk Webhook Events

asyncapi: 2.6.0
info:
  title: Freshdesk Webhook Events
  description: >-
    The Freshdesk Webhook API enables real-time communication between Freshdesk
    and external systems by sending HTTP POST requests when specific events occur
    within the helpdesk. Webhooks can be triggered by ticket creation, updates,
    status changes, agent assignments, and other support events through
    automation rules. This allows developers to build event-driven integrations
    without polling the REST API, useful for synchronizing Freshdesk data with
    CRM systems, triggering notifications in messaging platforms, or updating
    external dashboards in real time.
  version: '2.0'
  contact:
    name: Freshdesk Support
    url: https://support.freshdesk.com/
  license:
    name: Proprietary
  externalDocs:
    description: Freshdesk Webhook Documentation
    url: https://support.freshdesk.com/support/solutions/articles/132589-using-webhooks-in-automation-rules
servers:
  external:
    url: '{webhookUrl}'
    protocol: https
    description: >-
      Your external webhook endpoint that receives HTTP POST requests from
      Freshdesk automation rules.
    variables:
      webhookUrl:
        description: >-
          The URL of your webhook endpoint configured in the Freshdesk
          automation rule.
    security:
      - httpBasic: []
channels:
  /webhook:
    description: >-
      Webhook endpoint that receives event payloads from Freshdesk automation
      rules. Freshdesk sends JSON-encoded HTTP POST requests to this endpoint
      when the configured automation rule conditions are met.
    publish:
      operationId: receiveWebhookEvent
      summary: Receive a webhook event from Freshdesk
      description: >-
        Freshdesk publishes event payloads to your configured webhook URL when
        automation rule conditions are met. Events include ticket creation,
        ticket updates, status changes, priority changes, agent assignments,
        and other helpdesk activities.
      message:
        oneOf:
          - $ref: '#/components/messages/TicketCreated'
          - $ref: '#/components/messages/TicketUpdated'
          - $ref: '#/components/messages/TicketDeleted'
          - $ref: '#/components/messages/NoteAdded'
          - $ref: '#/components/messages/ReplyReceived'
components:
  securitySchemes:
    httpBasic:
      type: http
      scheme: basic
      description: >-
        Freshdesk can send webhooks with HTTP Basic authentication credentials.
        Configure the username and password in your automation rule webhook
        action.
  messages:
    TicketCreated:
      name: ticketCreated
      title: Ticket Created
      summary: >-
        Fired when a new ticket is created in Freshdesk.
      contentType: application/json
      payload:
        $ref: '#/components/schemas/WebhookPayload'
    TicketUpdated:
      name: ticketUpdated
      title: Ticket Updated
      summary: >-
        Fired when a ticket is updated, including status changes, priority
        changes, agent reassignments, and field modifications.
      contentType: application/json
      payload:
        $ref: '#/components/schemas/WebhookPayload'
    TicketDeleted:
      name: ticketDeleted
      title: Ticket Deleted
      summary: >-
        Fired when a ticket is deleted from the helpdesk.
      contentType: application/json
      payload:
        $ref: '#/components/schemas/WebhookPayload'
    NoteAdded:
      name: noteAdded
      title: Note Added
      summary: >-
        Fired when a note is added to a ticket.
      contentType: application/json
      payload:
        $ref: '#/components/schemas/WebhookPayload'
    ReplyReceived:
      name: replyReceived
      title: Reply Received
      summary: >-
        Fired when a reply is received on a ticket.
      contentType: application/json
      payload:
        $ref: '#/components/schemas/WebhookPayload'
  schemas:
    WebhookPayload:
      type: object
      description: >-
        The webhook payload sent by Freshdesk automation rules. The structure
        depends on whether Simple or Advanced content mode is selected in the
        automation rule. In Simple mode, Freshdesk sends a predefined set of
        ticket fields. In Advanced mode, you can customize the JSON payload
        using placeholders.
      properties:
        freshdesk_webhook:
          type: object
          description: >-
            Container object for the webhook data. Present when using the
            Simple content format.
          properties:
            ticket_id:
              type: integer
              format: int64
              description: >-
                Unique identifier of the ticket that triggered the event.
            ticket_url:
              type: string
              format: uri
              description: >-
                URL to view the ticket in the Freshdesk portal.
            ticket_subject:
              type: string
              description: >-
                Subject line of the ticket.
            ticket_description:
              type: string
              description: >-
                Description or body of the ticket in text format.
            ticket_status:
              type: string
              description: >-
                Current status of the ticket, e.g. Open, Pending, Resolved,
                Closed.
            ticket_priority:
              type: string
              description: >-
                Current priority of the ticket, e.g. Low, Medium, High, Urgent.
            ticket_source:
              type: string
              description: >-
                Channel through which the ticket was created, e.g. Email,
                Portal, Phone, Chat.
            ticket_type:
              type: string
              nullable: true
              description: >-
                Type of the ticket, e.g. Question, Incident, Problem.
            ticket_due_by_time:
              type: string
              format: date-time
              description: >-
                Timestamp when the ticket resolution is due.
            ticket_tags:
              type: string
              description: >-
                Comma-separated list of tags on the ticket.
            ticket_requester_name:
              type: string
              description: >-
                Name of the contact who raised the ticket.
            ticket_requester_email:
              type: string
              format: email
              description: >-
                Email of the contact who raised the ticket.
            ticket_requester_phone:
              type: string
              nullable: true
              description: >-
                Phone number of the requester.
            ticket_agent_name:
              type: string
              nullable: true
              description: >-
                Name of the agent assigned to the ticket.
            ticket_agent_email:
              type: string
              format: email
              nullable: true
              description: >-
                Email of the agent assigned to the ticket.
            ticket_group_name:
              type: string
              nullable: true
              description: >-
                Name of the group the ticket is assigned to.
            ticket_company_name:
              type: string
              nullable: true
              description: >-
                Name of the company associated with the ticket.
            ticket_product_name:
              type: string
              nullable: true
              description: >-
                Name of the product associated with the ticket.
            ticket_latest_public_comment:
              type: string
              nullable: true
              description: >-
                The most recent public reply or comment on the ticket.
            ticket_created_at:
              type: string
              format: date-time
              description: >-
                Timestamp when the ticket was created.
            ticket_updated_at:
              type: string
              format: date-time
              description: >-
                Timestamp when the ticket was last updated.
    ExternalEventPayload:
      type: object
      description: >-
        Payload structure used by the Freshdesk App SDK external events feature.
        When an external product sends webhook data to the app framework target
        URL, this structure wraps the event data and passes it to the serverless
        app callback.
      properties:
        account_id:
          type: string
          description: >-
            Identifier of the Freshdesk account, auto-generated when the
            account is configured.
        domain:
          type: string
          description: >-
            Domain name for the Freshdesk account, e.g. acme.freshdesk.com.
        event:
          type: string
          description: >-
            Name of the event that triggered the webhook.
        timestamp:
          type: integer
          format: int64
          description: >-
            When the external event occurred, in Unix epoch format.
        region:
          type: string
          description: >-
            Data center region of the Freshdesk account.
        headers:
          type: object
          additionalProperties:
            type: string
          description: >-
            HTTP headers associated with the incoming webhook request.
        data:
          type: object
          additionalProperties: true
          description: >-
            Event-specific data passed by the external product as key-value
            pairs.
        iparams:
          type: object
          additionalProperties: true
          description: >-
            Installation parameters configured for the app.
        app_settings:
          type: object
          additionalProperties: true
          description: >-
            Application settings configured for the Freshdesk account.