Freshservice Component

Use the Freshservice component to manage tickets, problems, agents, and more.

Component key: freshservice

Description

Freshservice is a cloud based IT service management software that streamlines IT operations, automates workflows, and improves service delivery for organizations.

Use the component to manage tickets, problems, agents, and more.

API Documentation:

The component was built using the Freshservice v2.0 API Reference.

Connections

Freshservice API Key Connection

Login to your Support Portal
Click on your profile picture on the top right corner of your portal
Go to Profile settings Page
Your API key will be available below the change password section to your right

Input	Notes
API Key password / Required apiKey	Your Freshservice API key.
Freshservice Domain string / Required freshserviceDomain	Add only the domain name of your Freshservice account. For example, if your Freshservice URL is https://example.freshservice.com, enter example.

Data Sources

Select Workspace

Select a workspace from a list of workspaces. | key: selectWorkspace | type: picklist

Input	Notes
Connection connection / Required connection

Actions

Create Agent

Create a new agent. | key: createAgent

Input	Default	Notes	Example
Address string address		Address of the agent.	Gryffindor Tower
Additional Fields code agentsAdditionalFields		Additional fields that might not be covered by the standard inputs. This is a JSON object. See https://api.freshservice.com/#agent_attributes for more information.
Can See All Tickets From Associated Departments boolean canSeeAllTicketsFromAssociatedDepartments	false	Set to true if the agent must be allowed to view tickets filed by other members of the department, and false otherwise.
Connection connection / Required connection
Debug Request boolean debug	false	Enabling this flag will log out the current request.
Department IDs code departmentIds		Unique IDs of the departments associated with the agent.
Email string / Required email		Email address of the agent.	rolanda.hooch@hogwarts.edu
First Name string / Required firstName		First name of the agent.	Rolanda
Job Title string jobTitle		Job title of the agent.	Flying Instructor
Last Name string lastName		Last name of the agent.	Hooch
Mobile Phone Number string mobilePhoneNumber		Mobile phone number of the agent.	77762443
Occasional boolean occasional	false	True if the agent is an occasional agent, and false if full-time agent.
Roles code / Required roles		Roles of the agent. An array of hashes. See https://api.freshservice.com/#agent_attributes for more information.
Work Phone Number string workPhoneNumber		Work phone number of the agent.	77762443

Example Payload for Create Agent

{
  "data": {
    "agent": {
      "id": 4453,
      "first_name": "Rolanda",
      "last_name": "Hooch",
      "occasional": false,
      "active": true,
      "job_title": "Flying Instructor",
      "email": "rolanda.hooch@hogwarts.edu",
      "work_phone_number": "443532",
      "mobile_phone_number": "553632",
      "department_ids": [
        554
      ],
      "can_see_all_tickets_from_associated_departments": false,
      "reporting_manager_id": 2,
      "address": "Gryffindor Tower",
      "time_zone": "Edinburgh",
      "time_format": "12h",
      "language": "en",
      "location_id": 34,
      "background_information": "",
      "scoreboard_level_id": 2,
      "member_of": [
        4,
        5
      ],
      "observer_of": [
        7
      ],
      "member_of_pending_approval": [],
      "observer_of_pending_approval": [],
      "roles": [
        {
          "role_id": 7,
          "assignment_scope": "specified_groups",
          "groups": [
            4,
            5
          ]
        },
        {
          "role_id": 9,
          "assignment_scope": "assigned_items",
          "groups": []
        },
        {
          "role_id": 10,
          "assignment_scope": "specified_groups",
          "groups": [
            7
          ]
        }
      ],
      "last_login_at": "2020-03-30T07:46:41Z",
      "last_active_at": "null",
      "custom_fields": {
        "house": null
      },
      "has_logged_in": false
    }
  }
}

Create Asset

Create a new asset. | key: createAsset

Input	Default	Notes	Example
Agent ID string agentId		ID of the associated agent (Managed By).	1
Additional Fields code assetsAdditionalFields		Additional fields that might not be covered by the standard inputs. This is a JSON object. See https://api.freshservice.com/#asset_attributes for more information.
Asset Tag string assetTag		Asset tag of the asset.	ASSET-9
Asset Type ID string / Required assetTypeId		ID of the asset type.	25
Connection connection / Required connection
Debug Request boolean debug	false	Enabling this flag will log out the current request.
Department ID string departmentId		ID of the associated department.	1
Description string description		Description of the asset.	13.3-inch (diagonal) LED-backlit glossy widescreen display,1440-by-900 resolution
Group ID string groupId		ID of the associated agent group (Managed By Group).	1
Impact string impact		Impact of the asset.	low
Location ID string locationId		ID of the associated location.	1
Name string / Required name		Name of the asset.	Macbook Pro
Usage Type string usageType		Usage type of the asset.	permanent
Workspace ID string workspaceId		ID of the workspace that the asset belongs to. If not provided, the ID of the primary workspace will be defaulted. Applicable only to accounts on the Employee Support Mode.	1

Example Payload for Create Asset

{
  "data": {
    "asset": {
      "id": 10,
      "display_id": 11,
      "name": "Macbook Pro",
      "description": "13.3-inch (diagonal) LED-backlit glossy widescreen display,1440-by-900 resolution",
      "asset_type_id": 25,
      "impact": "low",
      "author_type": "User",
      "usage_type": "permanent",
      "asset_tag": "ASSET-9",
      "user_id": null,
      "department_id": null,
      "location_id": null,
      "agent_id": null,
      "group_id": 9,
      "assigned_on": "2014-07-26T06:55:04Z",
      "created_at": "2019-03-07T09:27:09Z",
      "updated_at": "2019-03-07T09:27:09Z",
      "type_fields": {
        "product_25": 10,
        "vendor_25": 14,
        "cost_25": 5000,
        "salvage": 100,
        "depreciation_id": 30,
        "warranty_25": 20,
        "acquisition_date_25": "2018-07-26T12:25:04+05:30",
        "warranty_expiry_date_25": "2018-07-26T12:25:04+05:30",
        "domain_25": 1,
        "asset_state_25": "In Use",
        "serial_number_25": "SW12131133",
        "last_audit_date_25": "2014-07-26T12:25:04+05:30"
      },
      "workspace_id": 3
    }
  }
}

Create Problem

Create a new problem. | key: createProblem

Input	Default	Notes	Example
Category string category		Category of the Problem.	Hardware
Connection connection / Required connection
Debug Request boolean debug	false	Enabling this flag will log out the current request.
Description code / Required description		HTML content of the problem.
Due By string / Required dueBy		Timestamp at which Problem due ends.	2020-07-20T16:18:46Z
Email string / Required email		Email of the initiator of the problem.	sample@freshservice.com
Impact string / Required impact		Impact of the Problem.	1
Item Category string itemCategory		Item of the Problem.	Router
Priority string / Required priority		Priority of the Problem.	2
Additional Fields code problemsAdditionalFields		Additional fields that might not be covered by the standard inputs. This is a JSON object. See https://api.freshservice.com/#problem_attributes for more information.
Status string / Required status		Status identifier of the Problem.	2
Sub Category string subCategory		Sub-category of the Problem.	Peripherals
Subject string / Required subject		Subject of the Problem.	Unable to reach email server

Example Payload for Create Problem

{
  "data": {
    "problem": {
      "id": 1,
      "agent_id": null,
      "requester_id": 1,
      "description": "<div>Hi guys, <br/><br/>We have been facing issues when we try to reach Email Server 3. Looks like there is something wrong here.<br/><br/>Regards<br/> Rachel<br/> </div> ",
      "description_text": "Hi guys, We have been facing issues when we try to reach Email Server 3. Looks like there is something wrong here. Regards Rachel",
      "due_by": "2020-07-20T16:18:46Z",
      "subject": "Unable to reach email server",
      "group_id": null,
      "priority": 2,
      "impact": 1,
      "status": 2,
      "known_error": false,
      "department_id": null,
      "category": "Hardware",
      "sub_category": "Peripherals",
      "item_category": "Router",
      "created_at": "2020-02-04T05:50:57Z",
      "updated_at": "2020-02-04T05:50:57Z",
      "workspace_id": 3,
      "associated_change": 1,
      "assets": [],
      "custom_fields": {
        "sample_text_field": "Sample Text"
      },
      "analysis_fields": {
        "problem_cause": {
          "description": "<div> Problem cause description </div>",
          "description_text": "Problem cause description"
        },
        "problem_symptom": {
          "description": "<div> Problem symptom description </div>",
          "description_text": "Problem symptom description"
        },
        "problem_impact": {
          "description": "<div> Problem impact description </div>",
          "description_text": "Problem impact description"
        }
      }
    }
  }
}

Create Requester

Create a new requester. | key: createRequester

Input	Default	Notes	Example
Address string address		Address of the requester.	Gryffindor Tower
Connection connection / Required connection
Debug Request boolean debug	false	Enabling this flag will log out the current request.
Department IDs code departmentIds		Unique IDs of the departments associated with the requester. Array of ID numbers.
First Name string / Required firstName		First name of the requester.	Ron
Job Title string jobTitle		Job title of the requester.	Student
Last Name string lastName		Last name of the requester.	Weasley
Mobile Phone Number string mobilePhoneNumber		Mobile phone number of the requester.	77762443
Primary Email string / Required primaryEmail		Primary email address of the requester.	ronald.weasley@hogwarts.edu
Reporting Manager ID string reportingManagerId		User ID of the requester’s reporting manager.	656
Additional Fields code requestersAdditionalFields		Additional fields that might not be covered by the standard inputs. This is a JSON object. See https://api.freshservice.com/#requester_attributes for more information.
Secondary Emails code secondaryEmails		Additional/secondary emails associated with the requester. Array of email addresses.
Work Phone Number string workPhoneNumber		Work phone number of the requester.	77762443

Example Payload for Create Requester

{
  "data": {
    "requester": {
      "id": 888,
      "is_agent": false,
      "first_name": "Ron",
      "last_name": "Weasley",
      "job_title": "Student",
      "primary_email": "ronald.weasley@hogwarts.edu",
      "secondary_emails": [
        "ronald.weasley@freshservice.com",
        "ronald.weasley@freshworks.com"
      ],
      "work_phone_number": "62443",
      "mobile_phone_number": "77762443",
      "department_ids": [
        554
      ],
      "can_see_all_tickets_from_associated_departments": false,
      "reporting_manager_id": 656,
      "address": "Gryffindor Tower",
      "time_zone": "Edinburgh",
      "time_format": "12h",
      "language": "en",
      "location_id": 23,
      "background_information": "",
      "custom_fields": {
        "quidditch_role": null,
        "hogsmeade_permission": true
      },
      "active": true,
      "has_logged_in": false
    }
  }
}

Create Service Request

Create a new service request. | key: createServiceRequest

Input	Default	Notes	Example
Connection connection / Required connection
Debug Request boolean debug	false	Enabling this flag will log out the current request.
Display ID string / Required displayId		The ID of the display to place a request for.	1
Email string email		Email id of the requester. If no email is provided, the request is created on behalf of the agent.	tom@outerspace.com
Quantity string / Required quantity		Quantity needed by the requester.	1
Requested For string requestedFor		Email id of the requester on whose behalf the service request is created.	tom@outerspace.com
Additional Fields code serviceRequestAdditionalFields		Additional fields that might not be covered by the standard inputs. This is a JSON object. See https://api.freshservice.com/#service_request for more information.

Example Payload for Create Service Request

{
  "data": {
    "service_request": {
      "cc_emails": [
        "sample@freshservice.com"
      ],
      "fwd_emails": [],
      "reply_cc_emails": [],
      "fr_escalated": false,
      "spam": false,
      "email_config_id": null,
      "group_id": null,
      "priority": 2,
      "requester_id": 14000044687,
      "responder_id": null,
      "source": 2,
      "status": 2,
      "subject": "Request for  : xx xx",
      "to_emails": null,
      "sla_policy_id": 14000001854,
      "department_id": 14000015070,
      "id": 49,
      "type": "Service Request",
      "due_by": "2020-03-23T21:00:00Z",
      "fr_due_by": "2020-03-23T20:00:00Z",
      "is_escalated": false,
      "description": "",
      "description_text": "",
      "custom_fields": {
        "reach": null
      },
      "created_at": "2020-03-22T15:31:39Z",
      "updated_at": "2020-03-22T15:31:39Z",
      "urgency": 1,
      "impact": 1,
      "category": null,
      "sub_category": null,
      "item_category": null,
      "deleted": false,
      "attachments": [],
      "approval_status": null,
      "approval_status_name": "Not Requested",
      "workspace_id": 2,
      "resolution_notes": null,
      "resolution_notes_html": null
    }
  }
}

Create Software

Create a new software application. | key: createSoftware

Input	Default	Notes	Example
Application Type string / Required applicationType		Type of the software.	saas
Category string category		Category of the software.	service desk application
Connection connection / Required connection
Debug Request boolean debug	false	Enabling this flag will log out the current request.
Description string / Required description		Description of the software.	Cloud based ITSM software for service desk
Managed By ID string managedById		ID of the user managing the software (must be a user in Freshservice).	79560
Name string / Required name		Name of the software.	Freshservice
Notes string notes		Notes about the software.	monthly renewal
Additional Fields code softwareAdditionalFields		Additional fields that might not be covered by the standard inputs. This is a JSON object. See https://api.freshservice.com/#software_attributes for more information.
Source string source		Name of the source from where the software details are updated.	API
Status string status		Status of the software.	managed
Workspace ID string workspaceId		ID of the workspace that the software belongs to. If not provided, the ID of the primary workspace will be defaulted. Applicable only to accounts on the Employee Support Mode.	2

Example Payload for Create Software

{
  "data": {
    "application": {
      "user_count": 0,
      "installation_count": 0,
      "id": 31027,
      "created_at": "2020-02-06T08:28:29Z",
      "updated_at": "2020-02-06T08:28:29Z",
      "name": "Freshservice",
      "publisher_id": null,
      "description": "Cloud based ITSM software for service desk",
      "notes": "monthly renewal",
      "application_type": "saas",
      "status": "managed",
      "managed_by_id": 79560,
      "category": "service desk application",
      "source": "API",
      "workspace_id": 2
    }
  }
}

Create Ticket

Create a new ticket. | key: createTicket

Input	Default	Notes	Example
CC Emails code ccEmails		Email addresses added in the 'cc' field of the incoming ticket email. The value should be an array of strings.
Connection connection / Required connection
Debug Request boolean debug	false	Enabling this flag will log out the current request.
Description code / Required description		HTML content of the ticket.
Email string / Required email		Email address of the requester.	tom@outerspace.com
Priority string / Required priority		Priority of the ticket.	1
Status string / Required status		Status of the ticket.	2
Subject string / Required subject		Subject of the ticket.	Support Needed...
Additional Fields code ticketsAdditionalFields		Additional fields that might not be covered by the standard inputs. This is a JSON object. See https://api.freshservice.com/#ticket_attributes for more information.
Workspace ID string workspaceId		ID of the workspace that the ticket belongs to.	3

Example Payload for Create Ticket

{
  "data": {
    "ticket": {
      "cc_emails": [
        "ram@freshservice.com",
        "diana@freshservice.com"
      ],
      "fwd_emails": [],
      "reply_cc_emails": [
        "ram@freshservice.com",
        "diana@freshservice.com"
      ],
      "fr_escalated": false,
      "spam": false,
      "email_config_id": null,
      "group_id": null,
      "priority": 1,
      "requester_id": 1000000675,
      "requested_for_id": 1000000670,
      "responder_id": null,
      "source": 2,
      "status": 2,
      "subject": "Support Needed...",
      "to_emails": null,
      "department_id": null,
      "id": 264,
      "type": "Incident",
      "due_by": "2017-09-11T10:26:17Z",
      "fr_due_by": "2017-09-09T10:26:17Z",
      "is_escalated": false,
      "description": "<div>Details about the issue...</div>",
      "description_text": "Details about the issue...",
      "category": null,
      "sub_category": null,
      "item_category": null,
      "custom_fields": {
        "auto_checkbox": null
      },
      "created_at": "2017-09-08T10:26:17Z",
      "updated_at": "2017-09-08T10:26:17Z",
      "tags": [],
      "attachments": [],
      "workspace_id": 3,
      "resolution_notes": "Resolution note for the ticket...",
      "resolution_notes_html": "<div>Resolution note for the ticket...</div>"
    }
  }
}

Deactivate Agent

Deactivate an agent. | key: deactivateAgent

Input	Default	Notes	Example
Agent ID string / Required agentId		Unique ID of the agent to deactivate.	4453
Connection connection / Required connection
Debug Request boolean debug	false	Enabling this flag will log out the current request.

Example Payload for Deactivate Agent

{
  "data": {
    "agent": {
      "id": 4453,
      "first_name": "Rolanda",
      "last_name": "Hooch",
      "occasional": false,
      "active": true,
      "job_title": "Flying Instructor",
      "email": "rolanda.hooch@hogwarts.edu",
      "work_phone_number": "443532",
      "mobile_phone_number": "553632",
      "department_ids": [
        554
      ],
      "can_see_all_tickets_from_associated_departments": false,
      "reporting_manager_id": 2,
      "address": "Gryffindor Tower",
      "time_zone": "Edinburgh",
      "time_format": "12h",
      "language": "en",
      "location_id": 34,
      "background_information": "",
      "scoreboard_level_id": 2,
      "member_of": [
        4,
        5
      ],
      "observer_of": [
        7
      ],
      "member_of_pending_approval": [],
      "observer_of_pending_approval": [],
      "roles": [
        {
          "role_id": 7,
          "assignment_scope": "specified_groups",
          "groups": [
            4,
            5
          ]
        },
        {
          "role_id": 9,
          "assignment_scope": "assigned_items",
          "groups": []
        },
        {
          "role_id": 10,
          "assignment_scope": "specified_groups",
          "groups": [
            7
          ]
        }
      ],
      "last_login_at": "2020-03-30T07:46:41Z",
      "last_active_at": "null",
      "custom_fields": {
        "house": null
      },
      "has_logged_in": false
    }
  }
}

Deactivate Requester

Deactivate a requester. | key: deactivateRequester

Input	Default	Notes	Example
Connection connection / Required connection
Debug Request boolean debug	false	Enabling this flag will log out the current request.
Requester ID string / Required requesterId		Unique ID of the requester to deactivate.	123

Example Payload for Deactivate Requester

{
  "data": {
    "success": true
  }
}

Delete Asset

Delete an asset. | key: deleteAsset

Input	Default	Notes	Example
Asset Display ID string / Required assetDisplayId		Display ID of the asset to delete.	1
Connection connection / Required connection
Debug Request boolean debug	false	Enabling this flag will log out the current request.

Example Payload for Delete Asset

{
  "data": {
    "success": true
  }
}

Delete Problem

Delete a Problem. | key: deleteProblem

Input	Default	Notes	Example
Connection connection / Required connection
Debug Request boolean debug	false	Enabling this flag will log out the current request.
Problem ID string / Required problemId		ID of the Problem to delete.	1

Example Payload for Delete Problem

{
  "data": {
    "success": true
  }
}

Delete Software

Delete a software application. | key: deleteSoftware

Input	Default	Notes	Example
Application ID string / Required applicationId		Unique ID of the software to delete.	4
Connection connection / Required connection
Debug Request boolean debug	false	Enabling this flag will log out the current request.

Example Payload for Delete Software

{
  "data": {
    "success": true
  }
}

Delete Ticket

Delete a Ticket. | key: deleteTicket

Input	Default	Notes	Example
Connection connection / Required connection
Debug Request boolean debug	false	Enabling this flag will log out the current request.
Ticket ID string / Required ticketId		ID of the ticket to delete.	264

Example Payload for Delete Ticket

{
  "data": {
    "success": true
  }
}

Forget Agent

Forget an agent. | key: forgetAgent

Input	Default	Notes	Example
Agent ID string / Required agentId		Unique ID of the agent to forget.	4453
Connection connection / Required connection
Debug Request boolean debug	false	Enabling this flag will log out the current request.

Example Payload for Forget Agent

{
  "data": {
    "success": true
  }
}

Get Agent

View an agent. | key: getAgent

Input	Default	Notes	Example
Agent ID string / Required agentId		Unique ID of the agent to retrieve.	4453
Connection connection / Required connection
Debug Request boolean debug	false	Enabling this flag will log out the current request.

Example Payload for Get Agent

{
  "data": {
    "agent": {
      "id": 4453,
      "first_name": "Rolanda",
      "last_name": "Hooch",
      "occasional": false,
      "active": true,
      "job_title": "Flying Instructor",
      "email": "rolanda.hooch@hogwarts.edu",
      "work_phone_number": "443532",
      "mobile_phone_number": "553632",
      "department_ids": [
        554
      ],
      "can_see_all_tickets_from_associated_departments": false,
      "reporting_manager_id": 2,
      "address": "Gryffindor Tower",
      "time_zone": "Edinburgh",
      "time_format": "12h",
      "language": "en",
      "location_id": 34,
      "background_information": "",
      "scoreboard_level_id": 2,
      "member_of": [
        4,
        5
      ],
      "observer_of": [
        7
      ],
      "member_of_pending_approval": [],
      "observer_of_pending_approval": [],
      "roles": [
        {
          "role_id": 7,
          "assignment_scope": "specified_groups",
          "groups": [
            4,
            5
          ]
        },
        {
          "role_id": 9,
          "assignment_scope": "assigned_items",
          "groups": []
        },
        {
          "role_id": 10,
          "assignment_scope": "specified_groups",
          "groups": [
            7
          ]
        }
      ],
      "last_login_at": "2020-03-30T07:46:41Z",
      "last_active_at": "null",
      "custom_fields": {
        "house": null
      },
      "has_logged_in": false
    }
  }
}

Get Asset

View an Asset. | key: getAsset

Input	Default	Notes	Example
Asset Display ID string / Required assetDisplayId		Display ID of the asset to retrieve.	1
Connection connection / Required connection
Debug Request boolean debug	false	Enabling this flag will log out the current request.

Example Payload for Get Asset

{
  "data": {
    "asset": {
      "id": 10,
      "display_id": 11,
      "name": "Macbook Pro",
      "description": "13.3-inch (diagonal) LED-backlit glossy widescreen display,1440-by-900 resolution",
      "asset_type_id": 25,
      "impact": "low",
      "author_type": "User",
      "usage_type": "permanent",
      "asset_tag": "ASSET-9",
      "user_id": null,
      "department_id": null,
      "location_id": null,
      "agent_id": null,
      "group_id": 9,
      "assigned_on": "2014-07-26T06:55:04Z",
      "created_at": "2019-03-07T09:27:09Z",
      "updated_at": "2019-03-07T09:27:09Z",
      "type_fields": {
        "product_25": 10,
        "vendor_25": 14,
        "cost_25": 5000,
        "salvage": 100,
        "depreciation_id": 30,
        "warranty_25": 20,
        "acquisition_date_25": "2018-07-26T12:25:04+05:30",
        "warranty_expiry_date_25": "2018-07-26T12:25:04+05:30",
        "domain_25": 1,
        "asset_state_25": "In Use",
        "serial_number_25": "SW12131133",
        "last_audit_date_25": "2014-07-26T12:25:04+05:30"
      },
      "workspace_id": 3
    }
  }
}

Get Problem

View a Problem. | key: getProblem

Input	Default	Notes	Example
Connection connection / Required connection
Debug Request boolean debug	false	Enabling this flag will log out the current request.
Problem ID string / Required problemId		ID of the Problem.	1

Example Payload for Get Problem

{
  "data": {
    "problem": {
      "id": 1,
      "agent_id": null,
      "requester_id": 1,
      "description": "<div>Hi guys, <br/><br/>We have been facing issues when we try to reach Email Server 3. Looks like there is something wrong here.<br/><br/>Regards<br/> Rachel<br/> </div> ",
      "description_text": "Hi guys, We have been facing issues when we try to reach Email Server 3. Looks like there is something wrong here. Regards Rachel",
      "due_by": "2020-07-20T16:18:46Z",
      "subject": "Unable to reach email server",
      "group_id": null,
      "priority": 2,
      "impact": 1,
      "status": 2,
      "known_error": false,
      "department_id": null,
      "category": "Hardware",
      "sub_category": "Peripherals",
      "item_category": "Router",
      "created_at": "2020-02-04T05:50:57Z",
      "updated_at": "2020-02-04T05:50:57Z",
      "workspace_id": 3,
      "associated_change": 1,
      "assets": [],
      "custom_fields": {
        "sample_text_field": "Sample Text"
      },
      "analysis_fields": {
        "problem_cause": {
          "description": "<div> Problem cause description </div>",
          "description_text": "Problem cause description"
        },
        "problem_symptom": {
          "description": "<div> Problem symptom description </div>",
          "description_text": "Problem symptom description"
        },
        "problem_impact": {
          "description": "<div> Problem impact description </div>",
          "description_text": "Problem impact description"
        }
      }
    }
  }
}

Get Requester

View information about a requester. | key: getRequester

Input	Default	Notes	Example
Connection connection / Required connection
Debug Request boolean debug	false	Enabling this flag will log out the current request.
Requester ID string / Required requesterId		Unique ID of the requester to retrieve.	123

Example Payload for Get Requester

{
  "data": {
    "requester": {
      "id": 888,
      "is_agent": false,
      "first_name": "Ron",
      "last_name": "Weasley",
      "job_title": "Student",
      "primary_email": "ronald.weasley@hogwarts.edu",
      "secondary_emails": [
        "ronald.weasley@freshservice.com",
        "ronald.weasley@freshworks.com"
      ],
      "work_phone_number": "62443",
      "mobile_phone_number": "77762443",
      "department_ids": [
        554
      ],
      "can_see_all_tickets_from_associated_departments": false,
      "reporting_manager_id": 656,
      "address": "Gryffindor Tower",
      "time_zone": "Edinburgh",
      "time_format": "12h",
      "language": "en",
      "location_id": 23,
      "background_information": "",
      "custom_fields": {
        "quidditch_role": null,
        "hogsmeade_permission": true
      },
      "active": true,
      "has_logged_in": false
    }
  }
}

Get Software

View a software application. | key: getSoftware

Input	Default	Notes	Example
Application ID string / Required applicationId		Unique ID of the software to retrieve.	4
Connection connection / Required connection
Debug Request boolean debug	false	Enabling this flag will log out the current request.

Example Payload for Get Software

{
  "data": {
    "application": {
      "user_count": 0,
      "installation_count": 0,
      "id": 31027,
      "created_at": "2020-02-06T08:28:29Z",
      "updated_at": "2020-02-06T08:28:29Z",
      "name": "Freshservice",
      "publisher_id": null,
      "description": "Cloud based ITSM software for service desk",
      "notes": "monthly renewal",
      "application_type": "saas",
      "status": "managed",
      "managed_by_id": 79560,
      "category": "service desk application",
      "source": "API",
      "workspace_id": 2
    }
  }
}

Get Ticket

View a Ticket. | key: getTicket

Input	Default	Notes	Example
Additional Query Parameters string Key Value List additionalQueryParams		Additional query parameters that might not be covered by the standard inputs like filters.
Connection connection / Required connection
Debug Request boolean debug	false	Enabling this flag will log out the current request.
Ticket ID string / Required ticketId		ID of the ticket to retrieve.	264

Example Payload for Get Ticket

{
  "data": {
    "ticket": {
      "cc_emails": [
        "ram@freshservice.com",
        "diana@freshservice.com"
      ],
      "fwd_emails": [],
      "reply_cc_emails": [
        "ram@freshservice.com",
        "diana@freshservice.com"
      ],
      "fr_escalated": false,
      "spam": false,
      "email_config_id": null,
      "group_id": null,
      "priority": 1,
      "requester_id": 1000000675,
      "requested_for_id": 1000000670,
      "responder_id": null,
      "source": 2,
      "status": 2,
      "subject": "Support Needed...",
      "to_emails": null,
      "department_id": null,
      "id": 264,
      "type": "Incident",
      "due_by": "2017-09-11T10:26:17Z",
      "fr_due_by": "2017-09-09T10:26:17Z",
      "is_escalated": false,
      "description": "<div>Details about the issue...</div>",
      "description_text": "Details about the issue...",
      "category": null,
      "sub_category": null,
      "item_category": null,
      "custom_fields": {
        "auto_checkbox": null
      },
      "created_at": "2017-09-08T10:26:17Z",
      "updated_at": "2017-09-08T10:26:17Z",
      "tags": [],
      "attachments": [],
      "workspace_id": 3,
      "resolution_notes": "Resolution note for the ticket...",
      "resolution_notes_html": "<div>Resolution note for the ticket...</div>"
    }
  }
}

Get Workspace

View a Workspace. | key: getWorkspace

Input	Default	Notes	Example
Additional Query Parameters string Key Value List additionalQueryParams		Additional query parameters that might not be covered by the standard inputs like filters.
Connection connection / Required connection
Debug Request boolean debug	false	Enabling this flag will log out the current request.
Workspace ID string workspaceId		ID of the workspace to retrieve.	3

Example Payload for Get Workspace

{
  "data": {
    "workspace": {
      "created_at": "2023-09-21T13:48:19Z",
      "description": null,
      "id": 2,
      "name": "IT",
      "primary": true,
      "restricted": false,
      "state": "active",
      "template_name": "it",
      "updated_at": "2023-09-21T13:48:19Z"
    }
  }
}

List Agents

View List of Agents. | key: listAgents

Input	Default	Notes	Example
Additional Query Parameters string Key Value List additionalQueryParams		Additional query parameters that might not be covered by the standard inputs like filters.
Connection connection / Required connection
Debug Request boolean debug	false	Enabling this flag will log out the current request.
Fetch All boolean fetchAll	true	Set to true to retrieve all results.
Page Number string page		Page number to return.	2
Items Per Page string perPage	30	Number of items to return per page. Default is 30. Maximum is 100.	10

Example Payload for List Agents

{
  "data": [
    {
      "id": 4453,
      "first_name": "Rolanda",
      "last_name": "Hooch",
      "occasional": false,
      "active": true,
      "job_title": "Flying Instructor",
      "email": "rolanda.hooch@hogwarts.edu",
      "work_phone_number": "443532",
      "mobile_phone_number": "553632",
      "department_ids": [
        554
      ],
      "can_see_all_tickets_from_associated_departments": false,
      "reporting_manager_id": 2,
      "address": "Gryffindor Tower",
      "time_zone": "Edinburgh",
      "time_format": "12h",
      "language": "en",
      "location_id": 34,
      "background_information": "",
      "scoreboard_level_id": 2,
      "member_of": [
        4,
        5
      ],
      "observer_of": [
        7
      ],
      "member_of_pending_approval": [],
      "observer_of_pending_approval": [],
      "roles": [
        {
          "role_id": 7,
          "assignment_scope": "specified_groups",
          "groups": [
            4,
            5
          ]
        },
        {
          "role_id": 9,
          "assignment_scope": "assigned_items",
          "groups": []
        },
        {
          "role_id": 10,
          "assignment_scope": "specified_groups",
          "groups": [
            7
          ]
        }
      ],
      "last_login_at": "2020-03-30T07:46:41Z",
      "last_active_at": "null",
      "custom_fields": {
        "house": null
      },
      "has_logged_in": false
    }
  ]
}

List Assets

View List of Assets. | key: listAssets

Input	Default	Notes	Example
Additional Query Parameters string Key Value List additionalQueryParams		Additional query parameters that might not be covered by the standard inputs like filters.
Connection connection / Required connection
Debug Request boolean debug	false	Enabling this flag will log out the current request.
Fetch All boolean fetchAll	true	Set to true to retrieve all results.
Page Number string page		Page number to return.	2
Items Per Page string perPage	30	Number of items to return per page. Default is 30. Maximum is 100.	10

Example Payload for List Assets

{
  "data": [
    {
      "id": 10,
      "display_id": 11,
      "name": "Macbook Pro",
      "description": "13.3-inch (diagonal) LED-backlit glossy widescreen display,1440-by-900 resolution",
      "asset_type_id": 25,
      "impact": "low",
      "author_type": "User",
      "usage_type": "permanent",
      "asset_tag": "ASSET-9",
      "user_id": null,
      "department_id": null,
      "location_id": null,
      "agent_id": null,
      "group_id": 9,
      "assigned_on": "2014-07-26T06:55:04Z",
      "created_at": "2019-03-07T09:27:09Z",
      "updated_at": "2019-03-07T09:27:09Z",
      "type_fields": {
        "product_25": 10,
        "vendor_25": 14,
        "cost_25": 5000,
        "salvage": 100,
        "depreciation_id": 30,
        "warranty_25": 20,
        "acquisition_date_25": "2018-07-26T12:25:04+05:30",
        "warranty_expiry_date_25": "2018-07-26T12:25:04+05:30",
        "domain_25": 1,
        "asset_state_25": "In Use",
        "serial_number_25": "SW12131133",
        "last_audit_date_25": "2014-07-26T12:25:04+05:30"
      },
      "workspace_id": 3
    }
  ]
}

List Problems

View List of Problems. | key: listProblems

Input	Default	Notes	Example
Additional Query Parameters string Key Value List additionalQueryParams		Additional query parameters that might not be covered by the standard inputs like filters.
Connection connection / Required connection
Debug Request boolean debug	false	Enabling this flag will log out the current request.
Fetch All boolean fetchAll	true	Set to true to retrieve all results.
Page Number string page		Page number to return.	2
Items Per Page string perPage	30	Number of items to return per page. Default is 30. Maximum is 100.	10

Example Payload for List Problems

{
  "data": [
    {
      "id": 1,
      "agent_id": null,
      "requester_id": 1,
      "description": "<div>Hi guys, <br/><br/>We have been facing issues when we try to reach Email Server 3. Looks like there is something wrong here.<br/><br/>Regards<br/> Rachel<br/> </div> ",
      "description_text": "Hi guys, We have been facing issues when we try to reach Email Server 3. Looks like there is something wrong here. Regards Rachel",
      "due_by": "2020-07-20T16:18:46Z",
      "subject": "Unable to reach email server",
      "group_id": null,
      "priority": 2,
      "impact": 1,
      "status": 2,
      "known_error": false,
      "department_id": null,
      "category": "Hardware",
      "sub_category": "Peripherals",
      "item_category": "Router",
      "created_at": "2020-02-04T05:50:57Z",
      "updated_at": "2020-02-04T05:50:57Z",
      "workspace_id": 3,
      "associated_change": 1,
      "assets": [],
      "custom_fields": {
        "sample_text_field": "Sample Text"
      },
      "analysis_fields": {
        "problem_cause": {
          "description": "<div> Problem cause description </div>",
          "description_text": "Problem cause description"
        },
        "problem_symptom": {
          "description": "<div> Problem symptom description </div>",
          "description_text": "Problem symptom description"
        },
        "problem_impact": {
          "description": "<div> Problem impact description </div>",
          "description_text": "Problem impact description"
        }
      }
    }
  ]
}

List Requesters

View List of Requesters. | key: listRequesters

Input	Default	Notes	Example
Additional Query Parameters string Key Value List additionalQueryParams		Additional query parameters that might not be covered by the standard inputs like filters.
Connection connection / Required connection
Debug Request boolean debug	false	Enabling this flag will log out the current request.
Fetch All boolean fetchAll	true	Set to true to retrieve all results.
Page Number string page		Page number to return.	2
Items Per Page string perPage	30	Number of items to return per page. Default is 30. Maximum is 100.	10

Example Payload for List Requesters

{
  "data": [
    {
      "id": 888,
      "is_agent": false,
      "first_name": "Ron",
      "last_name": "Weasley",
      "job_title": "Student",
      "primary_email": "ronald.weasley@hogwarts.edu",
      "secondary_emails": [
        "ronald.weasley@freshservice.com",
        "ronald.weasley@freshworks.com"
      ],
      "work_phone_number": "62443",
      "mobile_phone_number": "77762443",
      "department_ids": [
        554
      ],
      "can_see_all_tickets_from_associated_departments": false,
      "reporting_manager_id": 656,
      "address": "Gryffindor Tower",
      "time_zone": "Edinburgh",
      "time_format": "12h",
      "language": "en",
      "location_id": 23,
      "background_information": "",
      "custom_fields": {
        "quidditch_role": null,
        "hogsmeade_permission": true
      },
      "active": true,
      "has_logged_in": false
    }
  ]
}

List Software

List all software applications. | key: listSoftware

Input	Default	Notes
Connection connection / Required connection
Debug Request boolean debug	false	Enabling this flag will log out the current request.

Example Payload for List Software

{
  "data": [
    {
      "user_count": 0,
      "installation_count": 0,
      "id": 31027,
      "created_at": "2020-02-06T08:28:29Z",
      "updated_at": "2020-02-06T08:28:29Z",
      "name": "Freshservice",
      "publisher_id": null,
      "description": "Cloud based ITSM software for service desk",
      "notes": "monthly renewal",
      "application_type": "saas",
      "status": "managed",
      "managed_by_id": 79560,
      "category": "service desk application",
      "source": "API",
      "workspace_id": 2
    }
  ]
}

List Tickets

View List of Tickets. | key: listTickets

Input	Default	Notes	Example
Additional Query Parameters string Key Value List additionalQueryParams		Additional query parameters that might not be covered by the standard inputs like filters.
Connection connection / Required connection
Debug Request boolean debug	false	Enabling this flag will log out the current request.
Fetch All boolean fetchAll	true	Set to true to retrieve all results.
Page Number string page		Page number to return.	2
Items Per Page string perPage	30	Number of items to return per page. Default is 30. Maximum is 100.	10

Example Payload for List Tickets

{
  "data": {
    "tickets": [
      {
        "cc_emails": [
          "ram@freshservice.com",
          "diana@freshservice.com"
        ],
        "fwd_emails": [],
        "reply_cc_emails": [
          "ram@freshservice.com",
          "diana@freshservice.com"
        ],
        "fr_escalated": false,
        "spam": false,
        "email_config_id": null,
        "group_id": null,
        "priority": 1,
        "requester_id": 1000000675,
        "requested_for_id": 1000000670,
        "responder_id": null,
        "source": 2,
        "status": 2,
        "subject": "Support Needed...",
        "to_emails": null,
        "department_id": null,
        "id": 264,
        "type": "Incident",
        "due_by": "2017-09-11T10:26:17Z",
        "fr_due_by": "2017-09-09T10:26:17Z",
        "is_escalated": false,
        "description": "<div>Details about the issue...</div>",
        "description_text": "Details about the issue...",
        "category": null,
        "sub_category": null,
        "item_category": null,
        "custom_fields": {
          "auto_checkbox": null
        },
        "created_at": "2017-09-08T10:26:17Z",
        "updated_at": "2017-09-08T10:26:17Z",
        "tags": [],
        "attachments": [],
        "workspace_id": 3,
        "resolution_notes": "Resolution note for the ticket...",
        "resolution_notes_html": "<div>Resolution note for the ticket...</div>"
      }
    ]
  }
}

List Workspaces

View List of Workspaces. | key: listWorkspaces

Input	Default	Notes	Example
Additional Query Parameters string Key Value List additionalQueryParams		Additional query parameters that might not be covered by the standard inputs like filters.
Connection connection / Required connection
Debug Request boolean debug	false	Enabling this flag will log out the current request.
Fetch All boolean fetchAll	true	Set to true to retrieve all results.
Page Number string page		Page number to return.	2
Items Per Page string perPage	30	Number of items to return per page. Default is 30. Maximum is 100.	10

Example Payload for List Workspaces

{
  "data": {
    "workspaces": [
      {
        "created_at": "2023-09-21T13:48:19Z",
        "description": null,
        "id": 2,
        "name": "IT",
        "primary": true,
        "restricted": false,
        "state": "active",
        "template_name": "it",
        "updated_at": "2023-09-21T13:48:19Z"
      }
    ]
  }
}

Move Asset

Move an asset to a different workspace. | key: moveAsset

Input	Default	Notes	Example
Agent ID string agentId		ID of the new asset agent.	1
Asset Display ID string / Required assetDisplayId		Display ID of the asset to move.	1
Connection connection / Required connection
Debug Request boolean debug	false	Enabling this flag will log out the current request.
Group ID string groupId		ID of the new asset group.	1
Workspace ID string / Required workspaceId		ID of the workspace to move the asset to.	1

Example Payload for Move Asset

{
  "data": {
    "asset": {
      "id": 10,
      "display_id": 11,
      "name": "Macbook Pro",
      "description": "13.3-inch (diagonal) LED-backlit glossy widescreen display,1440-by-900 resolution",
      "asset_type_id": 25,
      "impact": "low",
      "author_type": "User",
      "usage_type": "permanent",
      "asset_tag": "ASSET-9",
      "user_id": null,
      "department_id": null,
      "location_id": null,
      "agent_id": null,
      "group_id": 9,
      "assigned_on": "2014-07-26T06:55:04Z",
      "created_at": "2019-03-07T09:27:09Z",
      "updated_at": "2019-03-07T09:27:09Z",
      "type_fields": {
        "product_25": 10,
        "vendor_25": 14,
        "cost_25": 5000,
        "salvage": 100,
        "depreciation_id": 30,
        "warranty_25": 20,
        "acquisition_date_25": "2018-07-26T12:25:04+05:30",
        "warranty_expiry_date_25": "2018-07-26T12:25:04+05:30",
        "domain_25": 1,
        "asset_state_25": "In Use",
        "serial_number_25": "SW12131133",
        "last_audit_date_25": "2014-07-26T12:25:04+05:30"
      },
      "workspace_id": 3
    }
  }
}

Move Problem

Move a Problem to a different workspace. | key: moveProblem

Input	Default	Notes	Example
Connection connection / Required connection
Debug Request boolean debug	false	Enabling this flag will log out the current request.
Group ID string groupId		New assigned group ID for the Problem.	1
Owner ID string ownerId		New assigned owner ID for the Problem.	1
Problem ID string / Required problemId		ID of the Problem to move.	1
Workspace ID string / Required workspaceId		ID of the workspace to move the Problem to.	1

Example Payload for Move Problem

{
  "data": {
    "problem": {
      "id": 1,
      "agent_id": null,
      "requester_id": 1,
      "description": "<div>Hi guys, <br/><br/>We have been facing issues when we try to reach Email Server 3. Looks like there is something wrong here.<br/><br/>Regards<br/> Rachel<br/> </div> ",
      "description_text": "Hi guys, We have been facing issues when we try to reach Email Server 3. Looks like there is something wrong here. Regards Rachel",
      "due_by": "2020-07-20T16:18:46Z",
      "subject": "Unable to reach email server",
      "group_id": null,
      "priority": 2,
      "impact": 1,
      "status": 2,
      "known_error": false,
      "department_id": null,
      "category": "Hardware",
      "sub_category": "Peripherals",
      "item_category": "Router",
      "created_at": "2020-02-04T05:50:57Z",
      "updated_at": "2020-02-04T05:50:57Z",
      "workspace_id": 3,
      "associated_change": 1,
      "assets": [],
      "custom_fields": {
        "sample_text_field": "Sample Text"
      },
      "analysis_fields": {
        "problem_cause": {
          "description": "<div> Problem cause description </div>",
          "description_text": "Problem cause description"
        },
        "problem_symptom": {
          "description": "<div> Problem symptom description </div>",
          "description_text": "Problem symptom description"
        },
        "problem_impact": {
          "description": "<div> Problem impact description </div>",
          "description_text": "Problem impact description"
        }
      }
    }
  }
}

Move Software

Move a software application to a different workspace. | key: moveSoftware

Input	Default	Notes	Example
Application ID string / Required applicationId		Unique ID of the software to move.	4
Connection connection / Required connection
Debug Request boolean debug	false	Enabling this flag will log out the current request.
Workspace ID string / Required workspaceId		ID of the workspace to move the software to.	2

Example Payload for Move Software

{
  "data": {
    "application": {
      "user_count": 0,
      "installation_count": 0,
      "id": 31027,
      "created_at": "2020-02-06T08:28:29Z",
      "updated_at": "2020-02-06T08:28:29Z",
      "name": "Freshservice",
      "publisher_id": null,
      "description": "Cloud based ITSM software for service desk",
      "notes": "monthly renewal",
      "application_type": "saas",
      "status": "managed",
      "managed_by_id": 79560,
      "category": "service desk application",
      "source": "API",
      "workspace_id": 2
    }
  }
}

Move Ticket

Move a Ticket to a different workspace. | key: moveTicket

Input	Default	Notes	Example
Connection connection / Required connection
Debug Request boolean debug	false	Enabling this flag will log out the current request.
Group ID string groupId		New group ID to assign the ticket to.	3
Responder ID string responderId		New responder ID to assign the ticket to.	4
Ticket ID string / Required ticketId		ID of the ticket to move.	264
Workspace ID string / Required workspaceId		ID of the workspace to move the ticket to.	3

Example Payload for Move Ticket

{
  "data": {
    "ticket": {
      "cc_emails": [
        "ram@freshservice.com",
        "diana@freshservice.com"
      ],
      "fwd_emails": [],
      "reply_cc_emails": [
        "ram@freshservice.com",
        "diana@freshservice.com"
      ],
      "fr_escalated": false,
      "spam": false,
      "email_config_id": null,
      "group_id": null,
      "priority": 1,
      "requester_id": 1000000675,
      "requested_for_id": 1000000670,
      "responder_id": null,
      "source": 2,
      "status": 2,
      "subject": "Support Needed...",
      "to_emails": null,
      "department_id": null,
      "id": 264,
      "type": "Incident",
      "due_by": "2017-09-11T10:26:17Z",
      "fr_due_by": "2017-09-09T10:26:17Z",
      "is_escalated": false,
      "description": "<div>Details about the issue...</div>",
      "description_text": "Details about the issue...",
      "category": null,
      "sub_category": null,
      "item_category": null,
      "custom_fields": {
        "auto_checkbox": null
      },
      "created_at": "2017-09-08T10:26:17Z",
      "updated_at": "2017-09-08T10:26:17Z",
      "tags": [],
      "attachments": [],
      "workspace_id": 3,
      "resolution_notes": "Resolution note for the ticket...",
      "resolution_notes_html": "<div>Resolution note for the ticket...</div>"
    }
  }
}

Raw Request

Send raw HTTP request to Freshservice. | key: rawRequest

Input	Default	Notes	Example
Connection connection / Required connection
Data string data		The HTTP body payload to send to the URL.	{"exampleKey": "Example Data"}
Debug Request boolean debugRequest	false	Enabling this flag will log out the current request.
File Data string Key Value List fileData		File Data to be sent as a multipart form upload.	[{key: "example.txt", value: "My File Contents"}]
File Data File Names string Key Value List fileDataFileNames		File names to apply to the file data inputs. Keys must match the file data keys above.
Form Data string Key Value List formData		The Form Data to be sent as a multipart form upload.	[{"key": "Example Key", "value": new Buffer("Hello World")}]
Header string Key Value List headers		A list of headers to send with the request.	User-Agent: curl/7.64.1
Max Retry Count string maxRetries	0	The maximum number of retries to attempt. Specify 0 for no retries.
Method string / Required method		The HTTP method to use.
Query Parameter string Key Value List queryParams		A list of query parameters to send with the request. This is the portion at the end of the URL similar to ?key1=value1&key2=value2.
Response Type string / Required responseType	json	The type of data you expect in the response. You can request json, text, or binary data.
Retry On All Errors boolean retryAllErrors	false	If true, retries on all erroneous responses regardless of type. This is helpful when retrying after HTTP 429 or other 3xx or 4xx errors. Otherwise, only retries on HTTP 5xx and network errors.
Retry Delay (ms) string retryDelayMS	0	The delay in milliseconds between retries. This is used when 'Use Exponential Backoff' is disabled.
Timeout string timeout		The maximum time that a client will await a response to its request	2000
URL string / Required url		Input the path only (/problems), The base URL is already included (https://yourdomain.freshservice.com/api/v2). For example, to connect to https://yourdomain.freshservice.com/api/v2/problems, only /problems is entered in this field.	/problems
Use Exponential Backoff boolean useExponentialBackoff	false	Specifies whether to use a pre-defined exponential backoff strategy for retries. When enabled, 'Retry Delay (ms)' is ignored.

Search Asset

Search for assets. | key: searchAsset

Input	Default	Notes	Example
Additional Query Parameters string Key Value List additionalQueryParams		Additional query parameters that might not be covered by the standard inputs like filters.
Connection connection / Required connection
Debug Request boolean debug	false	Enabling this flag will log out the current request.
Search Query string / Required searchQuery		Search query to filter assets. Supported fields are name, asset_tag, and serial_number.	"name:'dell'"

Example Payload for Search Asset

{
  "data": [
    {
      "id": 10,
      "display_id": 11,
      "name": "Macbook Pro",
      "description": "13.3-inch (diagonal) LED-backlit glossy widescreen display,1440-by-900 resolution",
      "asset_type_id": 25,
      "impact": "low",
      "author_type": "User",
      "usage_type": "permanent",
      "asset_tag": "ASSET-9",
      "user_id": null,
      "department_id": null,
      "location_id": null,
      "agent_id": null,
      "group_id": 9,
      "assigned_on": "2014-07-26T06:55:04Z",
      "created_at": "2019-03-07T09:27:09Z",
      "updated_at": "2019-03-07T09:27:09Z",
      "type_fields": {
        "product_25": 10,
        "vendor_25": 14,
        "cost_25": 5000,
        "salvage": 100,
        "depreciation_id": 30,
        "warranty_25": 20,
        "acquisition_date_25": "2018-07-26T12:25:04+05:30",
        "warranty_expiry_date_25": "2018-07-26T12:25:04+05:30",
        "domain_25": 1,
        "asset_state_25": "In Use",
        "serial_number_25": "SW12131133",
        "last_audit_date_25": "2014-07-26T12:25:04+05:30"
      },
      "workspace_id": 3
    }
  ]
}

Update Agent

Update an existing agent. | key: updateAgent

Input	Default	Notes	Example
Address string address		Address of the agent.	Gryffindor Tower
Agent ID string / Required agentId		Unique ID of the agent to update.	4453
Additional Fields code agentsAdditionalFields		Additional fields that might not be covered by the standard inputs. This is a JSON object. See https://api.freshservice.com/#agent_attributes for more information.
Can See All Tickets From Associated Departments string canSeeAllTicketsFromAssociatedDepartments		Set to true if the agent must be allowed to view tickets filed by other members of the department, and false otherwise.
Connection connection / Required connection
Debug Request boolean debug	false	Enabling this flag will log out the current request.
Department IDs code departmentIds		Unique IDs of the departments associated with the agent.
Email string email		Email address of the agent.	rolanda.hooch@hogwarts.edu
Occasional string occasional		True if the agent is an occasional agent, and false if full-time agent.
Roles code roles		Roles of the agent. An array of hashes. See https://api.freshservice.com/#agent_attributes for more information.
Scoreboard Level ID string scoreboardLevelId		Unique ID of the level of the agent in the Arcade.	4
Signature code signature		Signature of the agent in HTML format.

Example Payload for Update Agent

{
  "data": {
    "agent": {
      "id": 4453,
      "first_name": "Rolanda",
      "last_name": "Hooch",
      "occasional": false,
      "active": true,
      "job_title": "Flying Instructor",
      "email": "rolanda.hooch@hogwarts.edu",
      "work_phone_number": "443532",
      "mobile_phone_number": "553632",
      "department_ids": [
        554
      ],
      "can_see_all_tickets_from_associated_departments": false,
      "reporting_manager_id": 2,
      "address": "Gryffindor Tower",
      "time_zone": "Edinburgh",
      "time_format": "12h",
      "language": "en",
      "location_id": 34,
      "background_information": "",
      "scoreboard_level_id": 2,
      "member_of": [
        4,
        5
      ],
      "observer_of": [
        7
      ],
      "member_of_pending_approval": [],
      "observer_of_pending_approval": [],
      "roles": [
        {
          "role_id": 7,
          "assignment_scope": "specified_groups",
          "groups": [
            4,
            5
          ]
        },
        {
          "role_id": 9,
          "assignment_scope": "assigned_items",
          "groups": []
        },
        {
          "role_id": 10,
          "assignment_scope": "specified_groups",
          "groups": [
            7
          ]
        }
      ],
      "last_login_at": "2020-03-30T07:46:41Z",
      "last_active_at": "null",
      "custom_fields": {
        "house": null
      },
      "has_logged_in": false
    }
  }
}

Update Asset

Update an asset. | key: updateAsset

Input	Default	Notes	Example
Agent ID string agentId		ID of the associated agent (Managed By).	1
Asset Display ID string / Required assetDisplayId		Display ID of the asset to update.	1
Additional Fields code assetsAdditionalFields		Additional fields that might not be covered by the standard inputs. This is a JSON object. See https://api.freshservice.com/#asset_attributes for more information.
Asset Tag string assetTag		Asset tag of the asset.	ASSET-9
Asset Type ID string assetTypeId		ID of the asset type.	25
Connection connection / Required connection
Debug Request boolean debug	false	Enabling this flag will log out the current request.
Department ID string departmentId		ID of the associated department.	1
Description string description		Description of the asset.	13.3-inch (diagonal) LED-backlit glossy widescreen display,1440-by-900 resolution
Group ID string groupId		ID of the associated agent group (Managed By Group).	1
Impact string impact		Impact of the asset.	low
Location ID string locationId		ID of the associated location.	1
Name string name		Name of the asset.	Macbook Pro
Usage Type string usageType		Usage type of the asset.	permanent

Example Payload for Update Asset

{
  "data": {
    "asset": {
      "id": 10,
      "display_id": 11,
      "name": "Macbook Pro",
      "description": "13.3-inch (diagonal) LED-backlit glossy widescreen display,1440-by-900 resolution",
      "asset_type_id": 25,
      "impact": "low",
      "author_type": "User",
      "usage_type": "permanent",
      "asset_tag": "ASSET-9",
      "user_id": null,
      "department_id": null,
      "location_id": null,
      "agent_id": null,
      "group_id": 9,
      "assigned_on": "2014-07-26T06:55:04Z",
      "created_at": "2019-03-07T09:27:09Z",
      "updated_at": "2019-03-07T09:27:09Z",
      "type_fields": {
        "product_25": 10,
        "vendor_25": 14,
        "cost_25": 5000,
        "salvage": 100,
        "depreciation_id": 30,
        "warranty_25": 20,
        "acquisition_date_25": "2018-07-26T12:25:04+05:30",
        "warranty_expiry_date_25": "2018-07-26T12:25:04+05:30",
        "domain_25": 1,
        "asset_state_25": "In Use",
        "serial_number_25": "SW12131133",
        "last_audit_date_25": "2014-07-26T12:25:04+05:30"
      },
      "workspace_id": 3
    }
  }
}

Update Problem

Update a Problem. | key: updateProblem

Input	Default	Notes	Example
Category string category		Category of the Problem.	Hardware
Connection connection / Required connection
Debug Request boolean debug	false	Enabling this flag will log out the current request.
Description code description		HTML content of the problem.
Due By string dueBy		Timestamp at which Problem due ends.	2020-07-20T16:18:46Z
Email string email		Email of the initiator of the problem.	sample@freshservice.com
Impact string impact		Impact of the Problem.	1
Item Category string itemCategory		Item of the Problem.	Router
Priority string priority		Priority of the Problem.	2
Problem ID string / Required problemId		ID of the Problem to update.	1
Additional Fields code problemsAdditionalFields		Additional fields that might not be covered by the standard inputs. This is a JSON object. See https://api.freshservice.com/#problem_attributes for more information.
Status string status		Status identifier of the Problem.	2
Sub Category string subCategory		Sub-category of the Problem.	Peripherals
Subject string subject		Subject of the Problem.	Unable to reach email server

Example Payload for Update Problem

{
  "data": {
    "problem": {
      "id": 1,
      "agent_id": null,
      "requester_id": 1,
      "description": "<div>Hi guys, <br/><br/>We have been facing issues when we try to reach Email Server 3. Looks like there is something wrong here.<br/><br/>Regards<br/> Rachel<br/> </div> ",
      "description_text": "Hi guys, We have been facing issues when we try to reach Email Server 3. Looks like there is something wrong here. Regards Rachel",
      "due_by": "2020-07-20T16:18:46Z",
      "subject": "Unable to reach email server",
      "group_id": null,
      "priority": 2,
      "impact": 1,
      "status": 2,
      "known_error": false,
      "department_id": null,
      "category": "Hardware",
      "sub_category": "Peripherals",
      "item_category": "Router",
      "created_at": "2020-02-04T05:50:57Z",
      "updated_at": "2020-02-04T05:50:57Z",
      "workspace_id": 3,
      "associated_change": 1,
      "assets": [],
      "custom_fields": {
        "sample_text_field": "Sample Text"
      },
      "analysis_fields": {
        "problem_cause": {
          "description": "<div> Problem cause description </div>",
          "description_text": "Problem cause description"
        },
        "problem_symptom": {
          "description": "<div> Problem symptom description </div>",
          "description_text": "Problem symptom description"
        },
        "problem_impact": {
          "description": "<div> Problem impact description </div>",
          "description_text": "Problem impact description"
        }
      }
    }
  }
}

Update Requester

Update a requester. | key: updateRequester

Input	Default	Notes	Example
Address string address		Address of the requester.	Gryffindor Tower
Connection connection / Required connection
Debug Request boolean debug	false	Enabling this flag will log out the current request.
Department IDs code departmentIds		Unique IDs of the departments associated with the requester. Array of ID numbers.
First Name string firstName		First name of the requester.	Ron
Job Title string jobTitle		Job title of the requester.	Student
Last Name string lastName		Last name of the requester.	Weasley
Mobile Phone Number string mobilePhoneNumber		Mobile phone number of the requester.	77762443
Primary Email string primaryEmail		Primary email address of the requester.	ronald.weasley@hogwarts.edu
Reporting Manager ID string reportingManagerId		User ID of the requester’s reporting manager.	656
Requester ID string / Required requesterId		Unique ID of the requester to update.	123
Additional Fields code requestersAdditionalFields		Additional fields that might not be covered by the standard inputs. This is a JSON object. See https://api.freshservice.com/#requester_attributes for more information.
Secondary Emails code secondaryEmails		Additional/secondary emails associated with the requester. Array of email addresses.
Work Phone Number string workPhoneNumber		Work phone number of the requester.	77762443

Example Payload for Update Requester

{
  "data": {
    "requester": {
      "id": 888,
      "is_agent": false,
      "first_name": "Ron",
      "last_name": "Weasley",
      "job_title": "Student",
      "primary_email": "ronald.weasley@hogwarts.edu",
      "secondary_emails": [
        "ronald.weasley@freshservice.com",
        "ronald.weasley@freshworks.com"
      ],
      "work_phone_number": "62443",
      "mobile_phone_number": "77762443",
      "department_ids": [
        554
      ],
      "can_see_all_tickets_from_associated_departments": false,
      "reporting_manager_id": 656,
      "address": "Gryffindor Tower",
      "time_zone": "Edinburgh",
      "time_format": "12h",
      "language": "en",
      "location_id": 23,
      "background_information": "",
      "custom_fields": {
        "quidditch_role": null,
        "hogsmeade_permission": true
      },
      "active": true,
      "has_logged_in": false
    }
  }
}

Update Software

Update an existing software application. | key: updateSoftware

Input	Default	Notes	Example
Application ID string / Required applicationId		Unique ID of the software to update.	4
Application Type string applicationType		Type of the software.	saas
Category string category		Category of the software.	service desk application
Connection connection / Required connection
Debug Request boolean debug	false	Enabling this flag will log out the current request.
Description string description		Description of the software.	Cloud based ITSM software for service desk
Managed By ID string managedById		ID of the user managing the software (must be a user in Freshservice).	79560
Name string name		Name of the software.	Freshservice
Notes string notes		Notes about the software.	monthly renewal
Additional Fields code softwareAdditionalFields		Additional fields that might not be covered by the standard inputs. This is a JSON object. See https://api.freshservice.com/#software_attributes for more information.
Source string source		Name of the source from where the software details are updated.	API
Status string status		Status of the software.	managed

Example Payload for Update Software

{
  "data": {
    "application": {
      "user_count": 0,
      "installation_count": 0,
      "id": 31027,
      "created_at": "2020-02-06T08:28:29Z",
      "updated_at": "2020-02-06T08:28:29Z",
      "name": "Freshservice",
      "publisher_id": null,
      "description": "Cloud based ITSM software for service desk",
      "notes": "monthly renewal",
      "application_type": "saas",
      "status": "managed",
      "managed_by_id": 79560,
      "category": "service desk application",
      "source": "API",
      "workspace_id": 2
    }
  }
}

Update Ticket

Update a Ticket. | key: updateTicket

Input	Default	Notes	Example
Bypass Mandatory string bypassMandatory		To bypass mandatory fields check while updating the ticket except for requester_id, source. Any business rules trying to mandate certain fields will also be bypassed. All fields configured as mandatory upon closing or resolving the ticket will be skipped while updating the ticket. This can only be passed by an admin.	true
Connection connection / Required connection
Debug Request boolean debug	false	Enabling this flag will log out the current request.
Priority string priority		Priority of the ticket.	1
Source string source		The channel through which the ticket was created.	1
Status string status		Status of the ticket.	2
Ticket ID string / Required ticketId		ID of the ticket to update.	264
Additional Fields code ticketsAdditionalFields		Additional fields that might not be covered by the standard inputs. This is a JSON object. See https://api.freshservice.com/#ticket_attributes for more information.

Example Payload for Update Ticket

{
  "data": {
    "ticket": {
      "cc_emails": [
        "ram@freshservice.com",
        "diana@freshservice.com"
      ],
      "fwd_emails": [],
      "reply_cc_emails": [
        "ram@freshservice.com",
        "diana@freshservice.com"
      ],
      "fr_escalated": false,
      "spam": false,
      "email_config_id": null,
      "group_id": null,
      "priority": 1,
      "requester_id": 1000000675,
      "requested_for_id": 1000000670,
      "responder_id": null,
      "source": 2,
      "status": 2,
      "subject": "Support Needed...",
      "to_emails": null,
      "department_id": null,
      "id": 264,
      "type": "Incident",
      "due_by": "2017-09-11T10:26:17Z",
      "fr_due_by": "2017-09-09T10:26:17Z",
      "is_escalated": false,
      "description": "<div>Details about the issue...</div>",
      "description_text": "Details about the issue...",
      "category": null,
      "sub_category": null,
      "item_category": null,
      "custom_fields": {
        "auto_checkbox": null
      },
      "created_at": "2017-09-08T10:26:17Z",
      "updated_at": "2017-09-08T10:26:17Z",
      "tags": [],
      "attachments": [],
      "workspace_id": 3,
      "resolution_notes": "Resolution note for the ticket...",
      "resolution_notes_html": "<div>Resolution note for the ticket...</div>"
    }
  }
}

Use the Freshservice component to manage tickets, problems, agents, and more.

Description​

API Documentation:​

Connections​

Freshservice API Key Connection​

Data Sources​

Select Workspace​

Actions​

Create Agent​

Create Asset​

Create Problem​

Create Requester​

Create Service Request​

Create Software​

Create Ticket​

Deactivate Agent​

Deactivate Requester​

Delete Asset​

Delete Problem​

Delete Software​

Delete Ticket​

Forget Agent​

Get Agent​

Get Asset​

Get Problem​

Get Requester​

Get Software​

Get Ticket​

Get Workspace​

List Agents​

List Assets​

List Problems​

List Requesters​

List Software​

List Tickets​

List Workspaces​

Move Asset​

Move Problem​

Move Software​

Move Ticket​

Raw Request​

Search Asset​

Update Agent​

Update Asset​

Update Problem​

Update Requester​

Update Software​

Update Ticket​