Freshdesk Get Incoming Ticket Comments
Retrieves the public agent replies from a Freshdesk ticket, ordered from most recent to oldest. Enriches the latest reply with the responding agent's email address.
What it does
- Fetches the ticket with its conversations from the Freshdesk API.
- Filters to keep only public, outgoing replies (agent responses visible to the customer).
- Looks up the agent who wrote the most recent reply and attaches their email to the conversation object.
- Returns the filtered list sorted newest first.
Notes
- Despite the name, the action returns outgoing public replies from agents, not incoming messages from the customer.
- Requires a Freshdesk API key with permission to view tickets and agents.
Inputs
| Name | Type | Description |
|---|---|---|
| Domain | Credentials | Freshdesk subdomain (e.g. acme for acme.freshdesk.com) |
| Key | Credentials (sensitive) | Freshdesk API key |
| Ticket ID | String | The numeric ticket ID |
Outputs
| Name | Type | Description |
|---|---|---|
| Success | Boolean | Whether the conversations were retrieved |
| Ticket Conversations | List | Array of public agent reply objects (newest first), with last_responder_email on the latest entry |