Freshdesk “description_text” Field Always Empty – How to Verify API Data in Make?

How To
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Hi everyone,

I’m working on an integration between Freshdesk and Notion using Make.com. The flow is mostly working great, but I’ve hit a snag when it comes to transferring the ticket description.

Scenario:

  • I’m using Freshdesk - Watch Tickets as my trigger.
  • Then I search for a matching record in Notion.
  • If none exists, I create a new item.
  • If it does exist, I update it.
  • All that works — except the ticket description is always empty in Notion.

According to the Freshdesk API docs, the field description_text should return the plain text content of the ticket. I’ve mapped this field to a “description” property in my Notion database. However, when inspecting the output of the Freshdesk module in Make, the description_text field is always empty.

Freshdesk’s support bot suggested I should:

Check the API calls and ensure description_text is included in the payload.

They also mentioned this sample format:

json

{
  "description_text": "{{ticket.description_text}}"
}

Where I need help:

  • How can I confirm that description_text is being pulled in correctly by the “Watch Tickets” module?
  • Is there a way to inspect the raw API response or payload from Freshdesk within Make?
  • If the field is missing from the payload, is there another Freshdesk module or method I should be using to retrieve full ticket details?

Thanks in advance — I really appreciate any tips from those who’ve tackled this before!