Add Note to Ticket: Freshdesk action

Inputs

The fields this action accepts.

Every field can be mapped from an upstream trigger, AI step, table row, or hard-coded literal.

Field	Type	Required	Description
Ticket ID ticket_id	string	Required	Ticket ID. Example: 123
Note Body body	string	Required	HTML content of the note
Visibility private	options	Optional	Visibility. Options: Private (internal note), Public (visible to requester)
Notify Emails notify_emails	string	Optional	Comma-separated email addresses to notify

Sample request

{
  "ticket_id": "e.g. 123",
  "body": "e.g. Hi there, thanks for reaching out.",
  "private": "{{trigger.private}}",
  "notify_emails": "e.g. agent@company.com, manager@company.com"
}

Returns

{
  "id": 1001,
  "body": "Internal update on the issue",
  "private": true,
  "user_id": 456,
  "created_at": "2025-01-15T12:00:00Z"
}

Use these fields in downstream nodes for routing, logging, or error handling.

FAQ

Questions about Add Note to Ticket.

What does the Add Note to Ticket action do in Freshdesk?

Adds a note (private or public) or a reply to an existing Freshdesk ticket. Used for AI-summary notes, automated status updates, or piping context from external systems.

What inputs does Add Note to Ticket require?

Required: Ticket ID, Note Body. Every input accepts a static value or a variable from any upstream node in your workflow.

Can I use dynamic inputs from earlier workflow nodes?

Yes. Any field on this action can pull values from upstream nodes, whether that's a form response, a trigger payload, an AI output, or a lookup result.

What happens if Freshdesk returns an error?

The workflow pauses on the failed node, the error message is captured in the run log, and you can retry the run with one click. Auto-retry policies are configurable per workflow with exponential backoff up to 5 attempts.

Does Add Note to Ticket support batch operations?

Yes. Run Add Note to Ticket inside a Loop node to process arrays. Tiny Command handles Freshdesk's rate limits automatically so you don't have to throttle manually.

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