Freshdesk V2 Authenticate an Element Instance

You can authenticate with Freshdesk to create your own instance of the Freshdesk element through the UI or through APIs. Once authenticated, you can use the element instance to access the different functionality offered by the Freshdesk platform.

Authenticate Through the UI

Use the UI to authenticate with Freshdesk and create an element instance as described in Authenticate an Element Instance (UI). In addition to the base authentication parameters, you will need the credentials that you identified in API Provider Setup.

After successfully authenticating, we give you several options for next steps. Make requests using the API docs associated with the instance, map the instance to a virtual data resource, or use it in a formula template.

Authenticate Through API

Use the /instances endpoint to authenticate with Freshdesk V2 and create an element instance. If you are configuring events, see the Events section.

Note: The endpoint returns an Element token upon successful completion. Retain the token for all subsequent requests involving this element instance.

To create an element instance:

  1. Construct a JSON body as shown below (see Parameters):

      "element": {
        "key": "freshdeskv2"
      "configuration": {
        "subdomain": "<YOUR_SUBDOMAIN>",
        "username": "<YOUR_API_KEY>",
        "filter.response.nulls": true
      "tags": [
      "name": "<INSTANCE_NAME>"
  2. Call the following, including the JSON body you constructed in the previous step:

    POST /instances
    Note: Make sure that you include the User and Organization keys in the header. For more information, see Authorization Headers, Organization Secret, and User Secret.
  3. Locate the token and id in the response and save them for all future requests using the element instance.

Example cURL

curl -X POST \ \
  -H 'authorization: User <USER_SECRET>, Organization <ORGANIZATION_SECRET>' \
  -H 'content-type: application/json' \
  -d '{
    "element": {
      "key": "freshdeskv2"
    "configuration": {
     "subdomain": "cloudelements",
     "username": "xxxxxxxxxxxxxxxxxxxxx"
    "tags": [
      "name": "API Instance"


API parameters not shown in Cloud Elements are in code formatting.

Note: Event related parameters are described in Events.
ParameterDescriptionData Type
keyThe element key.
The name for the element instance created during authentication.string
Your domain name when logging in to Freshdesk. For example, in the subdomain is cloudelements.string
The Freshdesk API Key that you noted in the API Provider Setup section.string
tagsOptional. User-defined tags to further identify the instance.string

Example Response

In this example, the instance ID is 12345 and the instance token starts with "ABC/D...". The actual values returned to you will be unique: make sure you save them for future requests to this new instance.

  "id": 12345,
  "name": "API Instance",
  "createdDate": "2017-08-07T18:46:38Z",
  "token": "ABC/Dxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx",
  "element": {
      "id": 491,
      "name": "Freshdesk V2",
      "hookName": "Freshdeskv2",
      "key": "freshdeskv2",
      "description": "Add a Freshdesk Instance to connect your existing Freshdesk account to the Help Desk Hub, allowing you to manage your incidents, priorities, statuses, users, etc. across multiple Help Desk Elements. You will need your Freshdesk account information to add an instance.",
      "image": "elements/provider_freshdesk.png",
      "active": true,
      "deleted": false,
      "typeOauth": false,
      "trialAccount": false,
      "resources": [ ],
      "transformationsEnabled": true,
      "bulkDownloadEnabled": true,
      "bulkUploadEnabled": true,
      "cloneable": true,
      "extendable": true,
      "beta": false,
      "authentication": {
          "type": "basic"
      "extended": false,
      "hub": "helpdesk",
      "protocolType": "http",
      "parameters": [  ]
    "elementId": 491,
    "tags": [
    "provisionInteractions": [],
    "valid": true,
    "disabled": false,
    "maxCacheSize": 0,
    "cacheTimeToLive": 0,
    "configuration": {    },
    "eventsEnabled": false,
    "traceLoggingEnabled": false,
    "cachingEnabled": false,
    "externalAuthentication": "none",
    "user": {
        "id": 12345