Trigger API Call When a Customer Adds a CC in the Freshdesk Portal

App Platform
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Hi Freshworks Community,

I’m currently trying to implement a logic in Freshdesk where, whenever a customer adds a CC recipient in the customer portal (via the “Add people” button), an API call should be triggered to our external CRM system. However, I haven’t been able to find a straightforward way to detect this action.

What I’ve Tried So Far:

  1. Automations (Ticket Updates) with Webhooks
  • I set up an automation under Admin > Workflows > Automations > Ticket Updates, but I couldn’t find a direct condition that detects when a CC email is added.
  1. Serverless App (onTicketUpdate Event)
  • I attempted to use the onTicketUpdate event in a serverless app to check if cc_emails changed.
  • However, I didn’t see a reliable way to determine if the update was specifically triggered by a customer in the portal.

Expected Workflow:

  • A customer clicks “Add people” in the portal and adds an email.
  • Freshdesk detects this update.
  • An API request is sent to our CRM with the newly added CC.

Screenshots for Reference:

Clicking the "Add people" button on the ticket detail page
Clicking the "Add people" button on the ticket detail page1334×548 33.2 KB

Adding users to the ticket by their email
Adding users to the ticket by their email514×353 20.2 KB

Questions:

  1. Is there an event or API trigger that can reliably detect when a CC is added in the portal?
  2. Has anyone successfully implemented something similar?
  3. Would a custom app be the best approach here? If so, how can I achieve the behavior described above?

Any guidance would be greatly appreciated! Thanks in advance!

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Hey @tim.hofmann

I do not have any experience with the ticket details view, but I just searched in the documentation.
There seem to be the option to catch the AddPeople event with End-user apps: Freshworks Developer Docs | Build secure end-user apps
So you could create an app for your usecase.

Two things to consider before exploring that option

  1. There is no “background” placeholder for end user apps as far as I know. Which means, your app will be visible.
  2. Not all themes cover end user apps, so your theme needs to support it. How to figure out if it does? I don’t know. I just found out in the past by creating an app and see if it is rendered or not.

Another option is to explore the “Ticket view” section in portal customization if your subscription plan allows portal changes.
There seems to be a snippet for adding people (screenshot from our instance):
image

So if you do some Javascripting right in that area, you may be able to achieve what you need.

Best
Tom

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Hi Thomas,

Thanks for your helpful answer earlier!

I’ve successfully set up the “addPeople” event listener. Now, my next goal is to send this data to an external API from my End-User app. I tried following this guide: Freshdesk Request Method Guide, but I’m encountering a “403 Route Not Allowed” error.

While investigating this issue, I came across a post mentioning that the request method is not allowed in End-User apps: Community Post.

I’ve also looked into Server Method Invocation (SMI) Apps, but they appear to rely on the request method as well.

Do you have any suggestions on how I can send the email addresses from the cc_mails field on a ticket to an external API?

Any help would be appreciated!

4

Hi @matt

do explore the SMI option - SMI apps do have a serverless part, where you can make the API call with the data given from the front end part.

Best
Tom

1 Like