Freshdesk | Documentation

The Freshdesk component is an application component that allows users to use Freshdesk API to manage tickets, contacts and more. It can carry out the following tasks:

Get Ticket
Create Ticket
Reply to Ticket
Create Ticket Note
Get All Conversations
Get Contact
Create Contact
Get Company
Create Company
Get All
Get Product
Get Agent
Get Role
Get Group
Get Skill

#Release Stage

Alpha

#Configuration

The component definition and tasks are defined in the definition.json and tasks.json files respectively.

#Setup

In order to communicate with Freshdesk, the following connection details need to be provided. You may specify them directly in a pipeline recipe as key-value pairs within the component's setup block, or you can create a Connection from the Integration Settings page and reference the whole setup as setup: ${connection.<my-connection-id>}.

Field	Field ID	Type	Note
API Key (required)	`api-key`	string	Fill in your Freshdesk API key. To find your key, go to profile settigs and on the right pane, you can get your key once you have completed the captcha verification.
Domain (required)	`domain`	string	Your Freshdesk domain. You can find this by going to Admin -> Search for "Portals" -> Portal URL. Your portal URL will look like "yourdomain.freshdesk.com". Please only input your domain and not the whole URL.

#Supported Tasks

#Get Ticket

Get ticket using ID

Input	ID	Type	Description
Task ID (required)	`task`	string	`TASK_GET_TICKET`
Ticket ID (required)	`ticket-id`	integer	The ID of the ticket.

Output	ID	Type	Description
Subject	`subject`	string	Subject of the ticket.
Description Text	`description-text`	string	Content of the ticket.
Source	`source`	string	Source of the ticket. Eg: Email.
Status	`status`	string	Status of the ticket. Eg: Pending.
Priority	`priority`	string	Priority of the ticket. Eg: Medium.
Ticket Type (optional)	`ticket-type`	string	Used to categorize the ticket. To check the possible types a ticket can have, please go to Admin -> Ticket Fields.
Association Type (optional)	`association-type`	string	Used to determine whether a ticket is a parent, child, tracker or related ticket.
Associated Ticket List (optional)	`associated-ticket-list`	array[integer]	List of associated ticket IDs.
Tags (optional)	`tags`	array[string]	Tags associated with the ticket.
CC Emails (optional)	`cc-emails`	array[string]	Email addresses added in the 'cc' field of the incoming ticket email.
Forward Emails (optional)	`forward-emails`	array[string]	Email addresses added while forwarding a ticket.
Reply CC Emails (optional)	`reply-cc-emails`	array[string]	Email addresses added while replying to a ticket.
Requester ID	`requester-id`	integer	ID of the requester.
Responder ID (optional)	`responder-id`	integer	ID of the agent to whom the ticket has been assigned. List of agents can be found in Admin -> Agents.
Company ID (optional)	`company-id`	integer	ID of the company to which this ticket belongs.
Group ID (optional)	`group-id`	integer	ID of the group to which the ticket has been assigned. List of groups can be found in Admin -> Groups.
Product ID (optional)	`product-id`	integer	ID of the product to which the ticket is associated. List of products can be found in Admin -> Multiple Products.
Support Email (optional)	`support-email`	string	Support email address. You can find it in Admin -> Email (under channel).
To Emails (optional)	`to-emails`	array[string]	Email addresses to which the ticket was originally sent.
Spam (optional)	`spam`	boolean	Set to true if the ticket is marked as spam.
Due By (optional)	`due-by`	string	Timestamp that denotes when the ticket is due to be resolved. In UTC format.
Is Escalated (optional)	`is-escalated`	boolean	Set to true if the ticket has been escalated.
First Response Due By (optional)	`first-response-due-by`	string	Timestamp that denotes when the first response is due. In UTC format. You can adjust this by going to Admin -> SLA policy (under Workflows).
First Response Escalated (optional)	`first-response-escalated`	boolean	Set to true if the ticket has been escalated as the result of first response time being breached.
Next Response Due By (optional)	`next-response-due-by`	string	Timestamp that denotes when the next response is due. In UTC format. You can adjust this by going to Admin -> SLA policy (under Workflows).
Next Response Escalated (optional)	`next-response-escalated`	boolean	Set to true if the ticket has been escalated as the result of next response time being breached.
Created At	`created-at`	string	Timestamp that denotes when the ticket/conversation was created. In UTC format.
Updated At	`updated-at`	string	Timestamp that denotes when the ticket was last updated. In UTC format.
Attachments (optional)	`attachments`	array[object]	Ticket attachments (cannot be more than 20MB).
Sentiment Score (optional)	`sentiment-score`	integer	Freshdesk uses AI to assess the emotional tone and attitude expressed in customer interaction.
Initial Sentiment Score (optional)	`initial-sentiment-score`	integer	The initial sentiment score of the ticket.
Custom Fields (optional)	`custom-fields`	object	Custom fields that the ticket have. Custom fields can be created or modified in Admin -> Ticket Fields.

Output Objects in Get Ticket

Attachments

Field	Field ID	Type	Note
Attachment Content Type	`content-type`	string	The type of the file.
Attachment Name	`name`	string	The name of the file.
Attachment URL	`url`	string	The URL to the attachment.

#Create Ticket

Create ticket

Input	ID	Type	Description
Task ID (required)	`task`	string	`TASK_CREATE_TICKET`
Requester ID	`requester-id`	integer	ID of the requester. Must be an existing contact. If you fill in this field, you don't need to fill in the email field. Only one of the two fields is required.
Email	`email`	string	Email address of the requester. If you fill in the Requester ID above, it will be ignored. Only one of the two fields is required. If no contact exists with this email address in Freshdesk, it will be added as a new contact.
Subject (required)	`subject`	string	Subject of the ticket.
Description (required)	`description`	string	Content of the ticket. You can use HTML tags in the content.
Source (required)	`source`	string	Source of the ticket. Eg: Email. Enum values `Email` `Portal` `Phone` `Twitter` `Facebook` `Chat` `Feedback Widget` `Outbound Email` `Ecommerce`
Status (required)	`status`	string	Status of the ticket. Eg: Pending. Enum values `Open` `Pending` `Resolved` `Closed` `Waiting on Customer` `Waiting on Third Party`
Priority (required)	`priority`	string	Priority of the ticket. Eg: Medium. Enum values `Low` `Medium` `High` `Urgent`
Ticket Type	`ticket-type`	string	Used to categorize the ticket. To check the possible types a ticket can have, please go to Admin -> Ticket Fields.
Company ID	`company-id`	integer	ID of the company to which this ticket belongs.
Product ID	`product-id`	integer	ID of the product to which the ticket is associated. List of products can be found in Admin -> Multiple Products.
Group ID	`group-id`	integer	ID of the group to which the ticket has been assigned. List of groups can be found in Admin -> Groups.
Responder ID	`responder-id`	integer	ID of the agent to whom the ticket has been assigned. List of agents can be found in Admin -> Agents.
Tags	`tags`	array[string]	Tags associated with the ticket.
CC Emails	`cc-emails`	array[string]	Email addresses added in the 'cc' field of the incoming ticket email.
Parent ID	`parent-id`	integer	ID of the parent ticket. Need to be filled out if you want to create a child ticket.
Related Ticket IDs	`related-ticket-ids`	array[integer]	List of related ticket IDs. Need to be filled out if you want to create a tracker ticket.

Output	ID	Type	Description
Ticket ID	`ticket-id`	integer	The ID of the ticket.
Created At	`created-at`	string	Timestamp that denotes when the ticket/conversation was created. In UTC format.

#Reply to Ticket

Reply to a ticket thread.

Input	ID	Type	Description
Task ID (required)	`task`	string	`TASK_REPLY_TO_TICKET`
Body (required)	`body`	string	Content of the reply. Can be in HTML format.
Ticket ID (required)	`ticket-id`	integer	The ID of the ticket.
From Email	`from-email`	string	Email address that is replying to the ticket. You need to have this email address registered in Freshdesk by going to Admin -> Emails. If you leave this field empty, the global support email will be used.
User ID	`user-id`	integer	ID of the agent/contact replying to the ticket. If you fill this field using a contact ID, there will be no email sent to the requester.
CC Emails	`cc-emails`	array[string]	Email addresses added in the 'cc' field of the outgoing ticket email.
BCC Emails	`bcc-emails`	array[string]	Email addresses added in the 'bcc' field of the outgoing ticket email.

Output	ID	Type	Description
Conversation ID	`conversation-id`	integer	The ID of the note or reply that is associated with the ticket.
Created At	`created-at`	string	Timestamp that denotes when the ticket/conversation was created. In UTC format.

#Create Ticket Note

Create a private/public note on a ticket thread.

Input	ID	Type	Description
Task ID (required)	`task`	string	`TASK_CREATE_TICKET_NOTE`
Ticket ID (required)	`ticket-id`	integer	The ID of the ticket.
Body (required)	`body`	string	Content of the note. Can be in HTML format.
Notify Emails	`notify-emails`	array[string]	Email addresses of agents/users who need to be notified about this note. The emails need to exist in Freshdesk agent. Agent list can be seen in Admin -> Agents.
User ID	`user-id`	integer	ID of the agent/contact who is adding the note.
Private	`private`	boolean	Set to true if the note is private.
Incoming	`incoming`	boolean	Set to true if a particular note should appear as being created from outside (i.e., not through web portal).

Output	ID	Type	Description
Conversation ID	`conversation-id`	integer	The ID of the note or reply that is associated with the ticket.
Created At	`created-at`	string	Timestamp that denotes when the ticket/conversation was created. In UTC format.

#Get All Conversations

Get all the conversations in a ticket. (Conversations are replies and notes that are added to a ticket)

Input	ID	Type	Description
Task ID (required)	`task`	string	`TASK_GET_ALL_CONVERSATIONS`
Ticket ID (required)	`ticket-id`	integer	Ticket ID.

Output	ID	Type	Description
Conversations	`conversations`	array[object]	An array of conversations.
Conversations Length	`conversations-length`	integer	Number of conversations.

Output Objects in Get All Conversations

Conversations

Field	Field ID	Type	Note
BCC Emails	`bcc-emails`	array	Email addresses added in the 'bcc' field of the incoming ticket email.
Body Text	`body-text`	string	Content of the conversation.
CC Emails	`cc-emails`	array	Email addresses added in the 'cc' field of the incoming ticket email.
Conversation ID	`conversation-id`	integer	The ID of the note or reply that is associated with the ticket.
Created At	`created-at`	string	Timestamp that denotes when the ticket/conversation was created. In UTC format.
From Email	`from-email`	string	Email address that is replying to the ticket or adding the note.
Incoming	`incoming`	boolean	Set to true if a particular conversation should appear as being created from outside.
Incoming	`private`	boolean	Set to true if a note is private. Can be set only for notes.
Support Email	`support-email`	string	Support email address. You can find it in Admin -> Email (under channel).
To Emails	`to-emails`	array	Email addresses of agents/users who need to be notified about this conversation.
Incoming	`user-id`	integer	ID of the agent/contact replying to the ticket.

#Get Contact

Get contact using ID

Input	ID	Type	Description
Task ID (required)	`task`	string	`TASK_GET_CONTACT`
Contact ID (required)	`contact-id`	integer	ID of the contact.

Output	ID	Type	Description
Name	`name`	string	Name of the contact.
Email (optional)	`email`	string	The primary email address of the contact.
Phone (optional)	`phone`	string	Telephone number of the contact.
Mobile (optional)	`mobile`	string	Mobile number of the contact.
Description (optional)	`description`	string	Description of the contact.
Address (optional)	`address`	string	Address of the contact.
Job Title (optional)	`job-title`	string	Job title of the contact.
Tags (optional)	`tags`	array[string]	Tags associated with the contact.
Language (optional)	`language`	string	Language of the contact.
Time Zone (optional)	`time-zone`	string	Time zone of the contact.
Company ID (optional)	`company-id`	integer	ID of the primary company to which the contact belongs.
Unique External ID (optional)	`unique-external-id`	string	Unique external ID of the contact which be assigned by the user(agent).
Twitter ID (optional)	`twitter-id`	string	Twitter ID of the contact.
View All Tickets (optional)	`view-all-tickets`	boolean	Set to true if the contact can see all the tickets that are associated with the primary company.
Deleted (optional)	`deleted`	boolean	Set to true if the contact is deleted.
Active (optional)	`active`	boolean	Set to true if the contact has been verified.
Other Emails (optional)	`other-emails`	array[string]	List of other email addresses of the contact.
Other Companies (optional)	`other-companies`	array[object]	List of other companies to which the contact belongs.
Other Phone Numbers (optional)	`other-phone-numbers`	array[string]	List of other phone numbers of the contact.
Created At (optional)	`created-at`	string	Timestamp that denotes when the contact was created. In UTC format.
Updated At (optional)	`updated-at`	string	Timestamp that denotes when the contact was last updated. In UTC format.
Custom Fields (optional)	`custom-fields`	object	Custom fields that the contact have. Custom fields can be created or modified in Admin -> Customer Fields.

Output Objects in Get Contact

Other Companies

Field	Field ID	Type	Note
Company ID	`company-id`	integer	ID of the company.
View All Tickets	`view-all-tickets`	boolean	Set to true if the contact can see all the tickets that are associated with the company.

#Create Contact

Create contact

Input	ID	Type	Description
Task ID (required)	`task`	string	`TASK_CREATE_CONTACT`
Name (required)	`name`	string	Name of the contact.
Email	`email`	string	The primary email address of the contact.
Phone	`phone`	string	Telephone number of the contact.
Mobile	`mobile`	string	Mobile number of the contact.
Description	`description`	string	Description of the contact.
Address	`address`	string	Address of the contact.
Job Title	`job-title`	string	Job title of the contact.
Tags	`tags`	array[string]	Tags associated with the contact.
Language	`language`	string	Language of the contact. Enum values `Arabic` `Bosnian` `Bulgarian` `Catalan` `Chinese` `Chinese (Traditional)` `Croatian` `Czech` `Danish` `Dutch` `English` `Estonian` `Filipino` `Finnish` `French` `German` `Greek` `Hebrew` `Hungarian` `Icelandic` `Indonesian` `Italian` `Japanese` `Korean` `Latvian` `Lithuanian` `Malay` `Norwegian` `Polish` `Portuguese (BR)` `Portuguese/Portugal` `Romanian` `Russian` `Serbian` `Slovak` `Slovenian` `Spanish` `Spanish (Latin America)` `Swedish` `Thai` `Turkish` `Ukrainian` `Vietnamese`
Time Zone	`time-zone`	string	Time zone of the contact. Enum values `American Samoa` `International Date Line West` `Midway Island` `Hawaii` `Alaska` `Pacific Time (US & Canada)` `Tijuana` `Arizona` `Mazatlan` `Mountain Time (US & Canada)` `Central America` `Central Time (US & Canada)` `Chihuahua` `Guadalajara` `Mexico City` `Monterrey` `Saskatchewan` `Bogota` `Eastern Time (US & Canada)` `Indiana (East)` `Lima` `Quito` `Atlantic Time (Canada)` `Caracas` `Georgetown` `La Paz` `Santiago` `Newfoundland` `Brasilia` `Buenos Aires` `Montevideo` `Greenland` `Mid-Atlantic` `Azores` `Cape Verde Is.` `Casablanca` `Dublin` `Edinburgh` `Lisbon` `London` `Monrovia` `UTC` `Amsterdam` `Belgrade` `Berlin` `Bern` `Bratislava` `Brussels` `Budapest` `Copenhagen` `Ljubljana` `Madrid` `Paris` `Prague` `Rome` `Sarajevo` `Skopje` `Stockholm` `Vienna` `Warsaw` `West Central Africa` `Zagreb` `Athens` `Bucharest` `Cairo` `Harare` `Helsinki` `Jerusalem` `Kaliningrad` `Kyiv` `Pretoria` `Riga` `Sofia` `Tallinn` `Vilnius` `Baghdad` `Istanbul` `Kuwait` `Minsk` `Moscow` `Nairobi` `Riyadh` `St. Petersburg` `Volgograd` `Tehran` `Abu Dhabi` `Baku` `Muscat` `Samara` `Tbilisi` `Yerevan` `Kabul` `Ekaterinburg` `Islamabad` `Karachi` `Tashkent` `Chennai` `Kolkata` `Mumbai` `New Delhi` `Sri Jayawardenepura` `Kathmandu` `Almaty` `Astana` `Dhaka` `Urumqi` `Rangoon` `Bangkok` `Hanoi` `Jakarta` `Krasnoyarsk` `Novosibirsk` `Beijing` `Chongqing` `Hong Kong` `Irkutsk` `Kuala Lumpur` `Perth` `Singapore` `Taipei` `Ulaanbaatar` `Osaka` `Sapporo` `Seoul` `Tokyo` `Yakutsk` `Adelaide` `Darwin` `Brisbane` `Canberra` `Guam` `Hobart` `Melbourne` `Port Moresby` `Sydney` `Vladivostok` `Magadan` `New Caledonia` `Solomon Is.` `Srednekolymsk` `Auckland` `Fiji` `Kamchatka` `Marshall Is.` `Wellington` `Chatham Is.` `Nuku'alofa` `Samoa` `Tokelau Is.`
Company ID	`company-id`	integer	ID of the primary company to which the contact belongs.
Unique External ID	`unique-external-id`	string	Unique external ID of the contact which be assigned by the user(agent).
Twitter ID	`twitter-id`	string	Twitter ID of the contact.
View All Tickets	`view-all-tickets`	boolean	Used to determine if the contact can see all the tickets that are associated with the primary company. Note: this property will be ignored if the Company ID is not provided.
Other Emails	`other-emails`	array[string]	List of other email addresses of the contact.
Other Companies	`other-companies`	array[string]	List of other companies to which the contact belongs. Each company should be in the format of company-id;view-all-tickets(boolean "true"/"false") Example: 123;true.
Other Phone Numbers	`other-phone-numbers`	array[string]	List of other phone numbers of the contact.

Output	ID	Type	Description
Contact ID	`contact-id`	integer	ID of the contact.
Created At	`created-at`	string	Timestamp that denotes when the contact was created. In UTC format.

#Get Company

Get company using ID

Input	ID	Type	Description
Task ID (required)	`task`	string	`TASK_GET_COMPANY`
Company ID (required)	`company-id`	integer	ID of the primary company to which the contact belongs.

Output	ID	Type	Description
Name	`name`	string	Name of the company.
Description (optional)	`description`	string	Description of the company.
Note (optional)	`note`	string	Note about the company.
Domains (optional)	`domains`	array[string]	Domains of the company.
Health Score (optional)	`health-score`	string	The strength of your relationship with the company. To look at all the possible values or create custom values, please go to Admin -> Customer Fields. Default values: "At risk", "Doing okay", "Happy".
Account Tier (optional)	`account-tier`	string	Classification based on how much value the company brings to your business. To look at all the possible values or create custom values, please go to Admin -> Customer Fields. Default values: "Basic", "Premium", "Enterprise".
Renewal Date (optional)	`renewal-date`	string	Date when your contract or relationship with the company is due for renewal.
Industry (optional)	`industry`	string	The industry in which the company operates. To look at all the possible values or create custom values, please go to Admin -> Customer Fields.
Created At	`created-at`	string	Timestamp that denotes when the company was created. In UTC format.
Updated At	`updated-at`	string	Timestamp that denotes when the company was last updated. In UTC format.
Custom Fields (optional)	`custom-fields`	object	Custom fields that the company have. Custom fields can be created or modified in Admin -> Customer Fields.

#Create Company

Create company

Input	ID	Type	Description
Task ID (required)	`task`	string	`TASK_CREATE_COMPANY`
Name (required)	`name`	string	Name of the company.
Description	`description`	string	Description of the company.
Note	`note`	string	Note about the company.
Domains	`domains`	array[string]	Domains of the company.
Health Score	`health-score`	string	The strength of your relationship with the company. To look at all the possible values or create custom values, please go to Admin -> Customer Fields. Default values: "At risk", "Doing okay", "Happy".
Account Tier	`account-tier`	string	Classification based on how much value the company brings to your business. To look at all the possible values or create custom values, please go to Admin -> Customer Fields. Default values: "Basic", "Premium", "Enterprise".
Renewal Date	`renewal-date`	string	Date when your contract or relationship with the company is due for renewal. Enter in the format YYYY-MM-DD.
Industry	`industry`	string	The industry in which the company operates. To look at all the possible values or create custom values, please go to Admin -> Customer Fields.

Output	ID	Type	Description
Company ID	`company-id`	integer	ID of the company.
Created At	`created-at`	string	Timestamp that denotes when the company was created. In UTC format.

#Get All

Task to get all the IDs of existing contacts, companies, tickets, products, agents, roles, or skills. Note: products, agents, roles, and skills require admin privileges. Some of these might not work, depending on the plan you are on.

Input	ID	Type	Description
Task ID (required)	`task`	string	`TASK_GET_ALL`
Object Type (required)	`object-type`	string	Type of object to get IDs for. Enum values `Contacts` `Companies` `Tickets` `Products` `Agents` `Roles` `Skills`
Length (required)	`length`	integer	The maximum number of IDs allowed is 500. The most recent IDs will be retrieved.

Output	ID	Type	Description
IDs	`ids`	array[integer]	List of IDs.
ID Length	`id-length`	integer	Number of IDs.

#Get Product

Get product using ID. This task will only work if you have admin privileges.

Input	ID	Type	Description
Task ID (required)	`task`	string	`TASK_GET_PRODUCT`
Product ID (required)	`product-id`	integer	Product ID.

Output	ID	Type	Description
Name	`name`	string	Name of the product.
Description	`description`	string	Description of the product.
Primary Email	`primary-email`	string	Primary email of the product.
Created At	`created-at`	string	Timestamp that denotes when the product was created.
Updated At	`updated-at`	string	Timestamp that denotes when the product was last updated.
Default	`default`	boolean	Set to true if the product is the default product.

#Get Agent

Get agent using ID. This task will only work if you have admin privileges. Agents are those in your team who will login to Freshdesk.

Input	ID	Type	Description
Task ID (required)	`task`	string	`TASK_GET_AGENT`
Agent ID (required)	`agent-id`	integer	Agent ID.

Output	ID	Type	Description
Name (optional)	`name`	string	Name of the agent.
Active (optional)	`active`	boolean	Set to true if the agent is verified.
Email	`email`	string	Email of the agent.
Job Title (optional)	`job-title`	string	Job title of the agent.
Language (optional)	`language`	string	Language of the agent.
Mobile (optional)	`mobile`	string	Mobile number of the agent.
Phone (optional)	`phone`	string	Telephone number of the agent.
Time Zone (optional)	`time-zone`	string	Time zone of the agent.
Type	`type`	string	Type of the agent. Can be "Support Agent", "Field Agent" or "Collaborator".
Ticket Scope	`ticket-scope`	string	Ticket permission of the agent. Can be "Global Access", "Group Access" or "Restricted Access".
Available (optional)	`available`	boolean	Set to true if the agent is in a group that has enabled "Automatic Ticket Assignment".
Group IDs (optional)	`group-ids`	array[integer]	Group IDs of the agent.
Role IDs (optional)	`role-ids`	array[integer]	Role IDs of the agent.
Skill IDs (optional)	`skill-ids`	array[integer]	Skill IDs of the agent.
Occasional	`occasional`	boolean	Set to true if the agent is not working full-time.
Signature (optional)	`signature`	string	Signature of the agent in HTML format.
Focus Mode (optional)	`focus-mode`	boolean	Set to true if the agent is in focus mode.
Deactivated (optional)	`deactivated`	boolean	Set to true if the agent is deactivated.
Created At (optional)	`created-at`	string	Timestamp that denotes when the agent was created.
Updated At (optional)	`updated-at`	string	Timestamp that denotes when the agent was last updated.

#Get Role

Get role using ID. This task will only work if you have admin privileges. Roles allow agents/collaborators to have different privileges.

Input	ID	Type	Description
Task ID (required)	`task`	string	`TASK_GET_ROLE`
Role ID (required)	`role-id`	integer	Role ID.

Output	ID	Type	Description
Name	`name`	string	Name of the role.
Description	`description`	string	Description of the role.
Default	`default`	boolean	Set to true if the role is the default role.
Agent Type	`agent-type`	string	Type of the agent. Can be "Support Agent", "Field Agent" or "Collaborator".
Created At	`created-at`	string	Timestamp that denotes when the role was created.
Updated At	`updated-at`	string	Timestamp that denotes when the role was last updated.

#Get Group

Get group using ID. This task will only work if you have admin privileges. Agents can be classified into groups such as Customer Support.

Input	ID	Type	Description
Task ID (required)	`task`	string	`TASK_GET_GROUP`
Group ID (required)	`group-id`	integer	Group ID.

Output	ID	Type	Description
Name	`name`	string	Name of the group.
Description	`description`	string	Description of the group.
Agent IDs (optional)	`agent-ids`	array[integer]	Agent IDs of the group.
Auto Ticket Assign	`auto-ticket-assign`	string	The type of automatic ticket assignment set for the group.
Escalate To (optional)	`escalate-to`	integer	The ID of the user to whom an escalation email is sent if a ticket is unassigned.
Unassigned Duration (optional)	`unassigned-duration`	string	The duration for which a ticket is unassigned before it is escalated.
Group Type (optional)	`group-type`	string	Group type. Can be "support_agent_group" or "field_agent_group".
Agent Availability Status (optional)	`agent-availability-status`	boolean	The availability status of the agent in the group. Automatically set to true if the group has enabled "Automatic Ticket Assignment".
Created At	`created-at`	string	Timestamp that denotes when the group was created.
Updated At	`updated-at`	string	Timestamp that denotes when the group was last updated.

#Get Skill

Get skill using ID. This task will only work if you have admin privileges. Agents can be assigned skills, and it is possible for tickets to be automatically assigned to agents based on the skills they have.

Input	ID	Type	Description
Task ID (required)	`task`	string	`TASK_GET_SKILL`
Skill ID (required)	`skill-id`	integer	Skill ID.

Output	ID	Type	Description
Name	`name`	string	Name of the skill.
Rank	`rank`	integer	Rank of the skill.
Condition Match Type	`condition-match-type`	string	Type of condition match. Can be "all" or "any".
Conditions	`conditions`	array	Conditions for the skill.
Created At	`created-at`	string	Timestamp that denotes when the skill was created.
Updated At	`updated-at`	string	Timestamp that denotes when the skill was last updated.