Freshdesk

Reopens a Freshdesk ticket by changing its status back to Open for continued agent work.

This integration updates an existing Freshdesk ticket’s status to Open (status code 2). Use it when a customer replies to a resolved ticket, when an issue resurfaces, or when you need to reactivate a ticket for further investigation and support work.

Parameters

• ticket_id (String): The unique ID of the Freshdesk ticket to reopen. Example: “2662115”.
• status (Integer): Status code to set (automatically set to 2 for Open status).

Output

Returns the updated ticket with key details including conversation_id, conversation_subject, status, priority, tags, requester_id, responder_id, group_id, timestamps (created_at, updated_at), SLA dates (due_by, fr_due_by), and any custom_fields configured for your Freshdesk instance.

Example Output:

{
  "conversation_id": 2847293,
  "conversation_subject": "Payment processing issue with order",
  "status": 2,
  "priority": 2,
  "tags": ["payment_issue", "urgent_review"],
  "requester_id": 67089234567,
  "responder_id": 67045123890,
  "group_id": 67000598234,
  "created_at": "2026-04-12T14:22:18Z",
  "updated_at": "2026-04-12T16:45:33Z",
  "due_by": "2027-01-25T14:22:18Z",
  "fr_due_by": "2026-04-19T14:22:18Z",
  "custom_fields": {
    "cf_issue_type_v2": "Payment Processing",
    "cf_environment": "Production",
    "cf_solution_how_was_it_solved": "Work in Progress"
  }
}