Freshdesk Ticket Update Automation

A Python script that automates the process of updating multiple Freshdesk tickets with status messages.

Features

• Fetch ticket conversation details
• Add public notes to tickets
• Process multiple tickets in batch
• Check for customer replies in ticket conversations
• Automated status update messaging

Prerequisites

• Python 3.x
• requests library
• Freshdesk API credentials

Installation

1. Install required dependencies:

pip install requests

2. Configure your Freshdesk API credentials in the script:

FRESHDESK_DOMAIN = "your-domain.freshdesk.com"
API_KEY = "your-api-key"

Script Components

Main Functions

1. get_ticket_details(ticket_id)

   • Fetches conversation details for a specific ticket
   • Returns JSON response of conversations or None if error occurs

2. add_public_note_to_ticket(ticket_id, note)

   • Adds a public note to the specified ticket
   • Handles success/failure responses

3. process_ticket(ticket_id)

   • Processes individual tickets
   • Checks for customer replies
   • Adds appropriate status update notes

4. process_multiple_tickets(ticket_ids)

   • Processes a list of ticket IDs in batch
   • Calls process_ticket() for each ID

Usage

1. Update the API credentials in the script:

FRESHDESK_DOMAIN = "your-domain.freshdesk.com"
API_KEY = "your-api-key"

2. Modify the ticket_ids list with your target ticket numbers

3. Run the script:

python Freshdesk_API_3-11-25.py

Error Handling

The script includes error handling for:

• Failed API requests
• Invalid ticket IDs
• Authentication errors
• Connection issues

Security Notes

• Keep your API credentials secure
• Don't commit the script with real credentials to version control
• Consider using environment variables for sensitive data

Output

The script provides console output for:

• Successful ticket updates
• Failed operations with error messages
• Processing status for each ticket

Contributing

1. Fork the repository
2. Create your feature branch
3. Commit your changes
4. Push to the branch
5. Create a new Pull Request

License

This project is proprietary to Motive Energy, Inc.