Using getAgentByEmail in Freshdesk (v5.25.1+)

Method Overview

• Helper: nodeHelper

• Signature:
  getAgentByEmail(String email)

• Available Since: v5.25.1

Description

This method searches for an agent using the specified email address.

Behavior

• Returns null if:

  • The email is not found, or

  • The email is blank or invalid

• Returns a BasicHubUser if:

  • A valid agent is found

Validation

• Checks if the input string is empty or not in a valid email format

Returned Object: BasicHubUser

Includes the following fields:

• key

• username

• displayName

• email

Using Agent Information in External Systems (e.g., Jira)

When syncing agent data from Freshdesk to Jira, it becomes available in Jira to support:

• Workflow automation

• Issue tracking

• Reporting

• Organizational collaboration

Jira administrators can use this synced data to optimize existing workflows or build new ones.

Script Usage Instructions

Outgoing Script (Freshdesk → Jira)

This sends the assignee from Freshdesk to the destination system:

replica.assignee = entity.assignee;

Incoming Script (Jira → Freshdesk)

This assigns an agent based on their email address:

entity.assignee = nodeHelper.getAgentByEmail("xyz@exalate.com");

Replace "xyz@exalate.com" with the actual agent email.

Mandatory Script Requirement

Including this method in your script is mandatory to:

• Correctly retrieve the agent using their email

• Successfully assign the agent in the destination system (e.g., Jira)

Error Handling

If an invalid or missing email is provided, the sync will fail.