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Freshdesk - add support for notes #17598

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Merged
merged 10 commits into from
Jul 21, 2025
Merged

Freshdesk - add support for notes #17598

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fc704c0
fix issues
seynadio Jul 14, 2025
7f30447
Refactor Freshdesk: Create separate add-note-to-ticket action
Afstkla Jul 18, 2025
00fe76b
Update pnpm-lock.yaml
Afstkla Jul 18, 2025
7803162
Update update-ticket.mjs
Afstkla Jul 18, 2025
8a0841e
whitespace
Afstkla Jul 18, 2025
65ee116
fix: Address PR review comments
Afstkla Jul 18, 2025
ff8a114
Merge branch 'master' into freshdesk
andrewjschuang Jul 21, 2025
9163b2e
pnpm
andrewjschuang Jul 21, 2025
b9d9d58
bump version
andrewjschuang Jul 21, 2025
f185f5e
bump version
andrewjschuang Jul 21, 2025
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41 changes: 35 additions & 6 deletions components/freshdesk/actions/update-ticket/update-ticket.mjs
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Original file line number Diff line number Diff line change
Expand Up @@ -5,7 +5,7 @@ export default {
key: "freshdesk-update-ticket",
name: "Update a Ticket",
description: "Update status, priority, subject, description, agent, group, etc. [See the documentation](https://developers.freshdesk.com/api/#update_ticket).",
version: "0.0.1",
version: "0.0.2",
type: "action",
props: {
freshdesk,
Expand Down Expand Up @@ -71,6 +71,19 @@ export default {
description: "Used when creating a contact with phone but no email.",
optional: true,
},
internalNote: {
type: "boolean",
label: "Internal note (private)",
description: "If enabled, the comment will be added as an internal note (not visible to requester).",
optional: true,
default: false,
},
noteBody: {
type: "string",
label: "Note Body",
description: "The content of the internal note to add.",
optional: true,
},
type: {
type: "string",
label: "Type",
Expand All @@ -95,28 +108,44 @@ export default {
const {
freshdesk,
ticketId,
internalNote,
noteBody,
...fields
} = this;

const data = removeNullEntries(fields);

const ticketName = await freshdesk.getTicketName(ticketId);

if (internalNote && noteBody) {
const response = await freshdesk._makeRequest({
$,
method: "POST",
url: `/tickets/${ticketId}/notes`,
data: {
body: noteBody,
private: true,
},
});

$.export("$summary", `Internal note added to ticket "${ticketName}" (ID: ${ticketId})`);
return response;
}
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🛠️ Refactor suggestion

⚠️ Potential issue

Address the either/or behavior limitation and validation gap.

The current implementation has two design issues:

  1. Either/or limitation: Users can either add an internal note OR update ticket fields, but not both in the same action call. This may not meet user expectations.

  2. Validation gap: If internalNote is true but noteBody is empty/falsy, the function proceeds to regular update logic, potentially throwing a confusing "Please provide at least one field to update" error.

Consider these improvements:

Option 1: Allow both operations in sequence

 if (internalNote && noteBody) {
-  const response = await freshdesk._makeRequest({
+  await freshdesk._makeRequest({
     $,
     method: "POST",
     url: `/tickets/${ticketId}/notes`,
     data: {
       body: noteBody,
       private: true,
     },
   });
-  
-  $.export("$summary", `Internal note added to ticket "${ticketName}" (ID: ${ticketId})`);
-  return response;
+ }
+ 
+ if (internalNote && !noteBody) {
+   throw new Error("Note Body is required when Internal note is enabled.");
 }

Option 2: Add validation for the either/or scenario

+ if (internalNote && !noteBody) {
+   throw new Error("Note Body is required when Internal note is enabled.");
+ }
+ 
 if (internalNote && noteBody) {
   // existing logic
 }
📝 Committable suggestion

‼️ IMPORTANT
Carefully review the code before committing. Ensure that it accurately replaces the highlighted code, contains no missing lines, and has no issues with indentation. Thoroughly test & benchmark the code to ensure it meets the requirements.

Suggested change
if (internalNote && noteBody) {
const response = await freshdesk._makeRequest({
$,
method: "POST",
url: `/tickets/${ticketId}/notes`,
data: {
body: noteBody,
private: true,
},
});
$.export("$summary", `Internal note added to ticket "${ticketName}" (ID: ${ticketId})`);
return response;
}
if (internalNote && noteBody) {
await freshdesk._makeRequest({
$,
method: "POST",
url: `/tickets/${ticketId}/notes`,
data: {
body: noteBody,
private: true,
},
});
}
if (internalNote && !noteBody) {
throw new Error("Note Body is required when Internal note is enabled.");
}
🤖 Prompt for AI Agents 
In components/freshdesk/actions/update-ticket/update-ticket.mjs around lines 120
to 133, the code currently only allows adding an internal note or updating
ticket fields, not both, and lacks validation when internalNote is true but
noteBody is empty. To fix this, modify the logic to support performing both
actions sequentially if both internalNote and ticket updates are provided, or
alternatively, add validation to check if internalNote is true but noteBody is
missing and return a clear error before proceeding. This ensures users can
update tickets and add notes in one call or receive proper feedback if required
inputs are missing.


if (!Object.keys(data).length) {
throw new Error("Please provide at least one field to update.");
}

if (data.custom_fields) freshdesk.parseIfJSONString(data.custom_fields);

const response = await freshdesk._makeRequest({
$,
method: "PUT",
url: `/tickets/${ticketId}`,
data,
});

$.export("$summary", `Ticket "${ticketName}" (ID: ${this.ticketId}) updated successfully`);
return response;
},
};

}