API works great until I try different key

[JulesBo (Jules Bohanon)]

Hi, the employee who originally setup Freshdesk is leaving, so I’m preparing to disable his Agent account. When I disable it, the API calls fail, which isn’t unexpected. We’re using the API to allow customers to create tickets from our SaaS solution, and to display KB articles in a frame.

The API key is stored in Azure Key Vault. Following instructions from Freshdesk Support, I got the API key from my profile. But, the key from my profile isn’t working, and it’s much shorter than the current API key. The key currently in the vault looks like this. Clearly this isn’t the actual key, but it has similar upper & lowercase letters and numbers, it’s 168 bits
aftERTHEPAr1YWEWILLGOtOTheh2MN

My key from my profile looks like this, it’s only 120 bits:
F6RhSaJO3lYgOODFElL0

Any ideas?

TIA,

Jules

[ThomasH]

Hey @JulesBo,
I think you need to encode your api key with 64bit encoding.
See here: Freshdesk

Hope that helps
Tom

[JulesBo (Jules Bohanon)]

Hi Tom, thank you, I searched for answers before posting my question but I missed that article. Yes I believe you are right, it seems to be working after I encoded it to Base64.

Thanks again,

Jules