Creating Freshdesk contact errors

[jstanley]

Hi,

I am trying out Pabbly for the first time and trying to create a workflow as follows:

When a new contact is created in Xero, create a new contact in Freshdesk.

I’ve mapped the fields as per attachment freshdesk fields.png but keep getting the error shown in freshdesk error.png

Any idea what it means and how to resolve it?

Many thanks

 

[Preeti Paryani]

Hello @jstanley,

Could you please let us know the plan you're using for Freshdesk?

 

[jstanley]

I have the Growth Freshdesk plan

 

[ArshilAhmad]

Please check out the thread shared below:

Freshdesk : Create contact requiring language and External ID

Hi I am trying to create a contact in Freshdesk. However, I have encountered errors with the language and external id. Neither of these fields are an issue if I create a contact from within Freshdesk. In the error message for language, it says "The multi_language feature is required to support...

forum.pabbly.com

 

[jstanley]

I have contacted Freshdesk support who have come back to me with the following:

After carefully examining the description and screenshots shared, it seems that Pabbly Connect is using an API call to create a new contact to Freshdesk. Upon further investigation, it has been found that when making an API call to Freshdesk in order to create a contact, certain parameters must be passed as outlined in the article. Additionally, if the language is not specified, it will default to English.

Article: https://developers.freshdesk.com/api/#create_contact



Parameters

ATTRIBUTE	TYPE	DESCRIPTION
nameMANDATORY	string	Name of the contact
email *UNIQUE	string	Primary email address of the contact. If you want to associate additional email(s) with this contact, use the other_emails attribute.
phone *	string	Telephone number of the contact
mobile *	string	Mobile number of the contact
twitter_id *UNIQUE	string	Twitter handle of the contact
unique_external_id *UNIQUE	string	External ID of the contact
other_emails	array of strings	Additional emails associated with the contact
company_id	number	ID of the primary company to which this contact belongs
view_all_tickets	boolean	Set to true if the contact can see all the tickets that are associated with the company to which he belong
other_companies	array of hashes	Additional companies associated with the contact. This attribute can only be set if the Multiple Companies feature is enabled (Estate plan and above)
address	string	Address of the contact.
avatar	object	Avatar image of the contact The maximum file size is 5MB and the supported file types are .jpg, .jpeg, .jpe, and .png
custom_fields	dictionary	Key value pairs containing the name and value of the custom field. Only dates in the format YYYY-MM-DD are accepted as input for custom date fields. Read more here
description	string	A small description of the contact
job_title	string	Job title of the contact
language	string	Language of the contact. Default language is "en". This attribute can only be set if the Multiple Language feature is enabled
tags	array of strings	Tags associated with this contact
time_zone	string	Time zone of the contact. Default value is the time zone of the domain. This attribute can only be set if the Multiple Time Zone feature is enabled (Garden plan and above)
lookup_parameter	string	This attribute for contacts can only be set if the Custom Objects feature is enabled. The value can either be in the form of the display_id (record id) or primary_field_value (user defined record value). The default value is display_id.
*One of these four attributes is mandatory

Based on the screenshot provided, it seems that you are encountering a validation error. This typically occurs when the payload is not being passed correctly from the Pabbly Connect side.

Error Handling: https://developers.freshdesk.com/api/#error



We request you ensure the accurate input of these values and attempt to create a contact again from the Pabbly Connect platform. If you continue to encounter difficulties, we recommend trying to create a contact using the Postman application, which allows you to make an API call for contact creation. If the contact creation is successful using Postman but not with Pabbly Connect, we advise reaching out to the Pabbly Connect support team to investigate the issue and understand why the contact is not being created.


This suggests the issue is to do with how Pabbly is passing the values to Freshdesk.

I have tried the same flow in Zapier and it works fine.

 

[ArshilAhmad]

Thank you for sharing this information. Please allow me some time to discuss it with our technical team. We will get back to you with an update soon.

 

[ArshilAhmad]

Could you please confirm whether you have enabled the multi-language feature in your Freshdesk account? If not, please enable the multi-language feature and check if that resolves your issue.