Can run on: Windows, Linux

Update Record

Description

This step updates an existing record in FreshDesk. You select the record type, provide the record ID, and specify the new field values. Use this step in workflows that change ticket status, update contact details, assign tickets to agents, or modify records based on processing results from other steps.

References

To check the Field Value type required for the specified Field Name supported for the given Form Name, use the following links:

• https://developers.freshdesk.com/api/#filter_tickets
• https://developers.freshdesk.com/api/#update_ticket
• https://developers.freshdesk.com/api/#bulk_update_tickets

Annexure

Criteria query sample syntax format: ' "(ticket_field:integer OR ticket_field:'string') AND ticket_field:boolean"

Sample criteria query

- priority: 3<br/>
- status: 3 or status: 4<br/>
- group_id: 11<br/>
- (type:'Question' OR type:'Problem') AND (due_by:>'2017-10-01' AND due_by:<'2024-10-07')

Sample

JSON sample syntax format

{
  "field1": integerValue1,
  "field2": "stringValue2",
  "field3": numberValue3,
  "field4": {
    arrayValue1,
    arrayValue2
  },
  "field5": [
    "arrayOfHashKey1": arrayOfHashValue2
  ],
  "field6": [
    arrayOfObjectValue1,
    arrayOfObjectValue2
  ],
  "field7": [
    "arrayOfStringValue1",
    "arrayOfStringValue2"
  ],
  "field8": "booleanValue8",
  "field9": "dateValue9",
  "field10": "dateTimeValue10"
}

Sample JSON

• {"type":"Problem","description":"Test Create Ticket...","subject":"RPA Support","email":"tom@outerspace.com","priority":1,"status":2,"cc_emails":["ross@freshdesk.com","diana@freshdesk.com"],"due_by": "2021-10-09T13:11:43Z","fr_due_by": "2021-10-09T13:11:43Z", "custom_fields":{"cf_custom_ticketsubject":"RPA"}}
• {"type":"Problem","description":"Test Create Ticket..."}
• {"email":"tom@outerspace.com","priority":1}
• {"cc_emails":["ross@freshdesk.com","diana@freshdesk.com"]}
• {"fr_due_by": "2021-10-09T13:11:43Z", "custom_fields":{"cf_custom_ticketsubject":"RPA"}}

Configurations

No.	Field Name	Description
1	Step Name	Specify the name of the step. This name has to be unique in a single workflow.
	Connection:
2	Base URL	Specify the base URL of the FreshDesk cloud instance. For example, https://XXXXX. freshdesk.com. The field data type is String. This field is mandatory.
3	Accept value as variable/static	Leave checkbox unchecked to accept API Key value from a field in the previous steps of the stream using a drop down list. Else enable checkbox for API Key field to appear as text box.
4	API Key	Specify the API Key to authenticate FreshDesk cloud instance. The field data type is String. This field is mandatory.
5	Test Connection	1 Step Name Specify the name of the step. This name has to be unique in a single workflow.
	Connection:
2	Base URL	Specify the base URL of the FreshDesk cloud instance. For example, https://XXXXX. freshdesk.com. The field data type is String. This field is mandatory.
3	Accept value as variable/static	Leave checkbox unchecked to accept API Key value from a field in the previous steps of the stream using a drop down list. Else enable checkbox for API Key field to appear as text box.
4	API Key	Specify the API Key to authenticate FreshDesk cloud instance. The field data type is String. This field is mandatory.
5	Test Connection	Verifies whether the connection is established or not. Note: For the purpose of verification, fields coming from previous steps are not allowed since field values can only be accessed when workflow is in running state. The Test Connection button will only work with static (hardcoded) values and environment variables.Verifies whether the connection is established or not. Note: For the purpose of verification, fields coming from previous steps are not allowed since field values can only be accessed when workflow is in running state. The Test Connection button will only work with static (hardcoded) values and environment variables.
	Input Fields:
1	Form Name	Specify the name of the form to get the matching records. The field data type is String. This field is mandatory.
2	Criteria Query	Provide the criteria query to fetch all FreshDesk records. For sample criteria query, see Annexure. The field data type is String. This field is mandatory. Note: You can fetch a maximum 300 records at a time.
3	Update Multiple Records (Max: 300)	Select Yes or No. If you select Yes, multiple records matching the specified criteria are updated. Note: - Default value is No. - You can update a maximum 300 records at a time.