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

API Key

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	Example
API Key	Your Freshservice API key.
Freshservice Domain	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 Agent

Select an agent from a list of agents. | key: selectAgent | type: picklist

Input	Notes	Example
Connection

Select Asset

Select an asset from a list of assets. | key: selectAsset | type: picklist

Input	Notes	Example
Connection

Select Problem

Select a problem from a list of problems. | key: selectProblem | type: picklist

Input	Notes	Example
Connection

Select Requester

Select a requester from a list of requesters. | key: selectRequester | type: picklist

Input	Notes	Example
Connection

Select Software

Select software from a list of software applications. | key: selectSoftware | type: picklist

Input	Notes	Example
Connection

Select Ticket

Select a ticket from a list of tickets. | key: selectTicket | type: picklist

Input	Notes	Example
Connection
Filter	Filter the tickets.	new_and_my_open

Select Workspace

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

Input	Notes	Example
Connection

Actions

Create Agent

Create a new agent. | key: createAgent

Input	Notes	Example
Address	Address of the agent.	Gryffindor Tower
Additional Fields	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	Set to true if the agent must be allowed to view tickets filed by other members of the department, and false otherwise.	false
Connection
Debug Request	Enabling this flag will log out the current request.	false
Department IDs	Unique IDs of the departments associated with the agent.
Email	Email address of the agent.	rolanda.hooch@hogwarts.edu
First Name	First name of the agent.	Rolanda
Job Title	Job title of the agent.	Flying Instructor
Last Name	Last name of the agent.	Hooch
Mobile Phone Number	Mobile phone number of the agent.	77762443
Occasional	True if the agent is an occasional agent, and false if full-time agent.	false
Roles	Roles of the agent. An array of hashes. See https://api.freshservice.com/#agent_attributes for more information.
Work Phone Number	Work phone number of the agent.	77762443

{
  "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	Notes	Example
Agent ID	ID of the associated agent (Managed By).	1
Additional Fields	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	Asset tag of the asset.	ASSET-9
Asset Type ID	ID of the asset type.	25
Connection
Debug Request	Enabling this flag will log out the current request.	false
Department ID	ID of the associated department.	1
Description	Description of the asset.	13.3-inch (diagonal) LED-backlit glossy widescreen display,1440-by-900 resolution
Group ID	ID of the associated agent group (Managed By Group).	1
Impact	Impact of the asset.	low
Location ID	ID of the associated location.	1
Name	Name of the asset.	Macbook Pro
Usage Type	Usage type of the asset.	permanent
Workspace ID	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

{
  "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	Notes	Example
Category	Category of the Problem.	Hardware
Connection
Debug Request	Enabling this flag will log out the current request.	false
Description	HTML content of the problem.
Due By	Timestamp at which Problem due ends.	2020-07-20T16:18:46Z
Email	Email of the initiator of the problem.	sample@freshservice.com
Impact	Impact of the Problem.	1
Item Category	Item of the Problem.	Router
Priority	Priority of the Problem.	2
Additional Fields	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	Status identifier of the Problem.	2
Sub Category	Sub-category of the Problem.	Peripherals
Subject	Subject of the Problem.	Unable to reach email server

{
  "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	Notes	Example
Address	Address of the requester.	Gryffindor Tower
Connection
Debug Request	Enabling this flag will log out the current request.	false
Department IDs	Unique IDs of the departments associated with the requester. Array of ID numbers.
First Name	First name of the requester.	Ron
Job Title	Job title of the requester.	Student
Last Name	Last name of the requester.	Weasley
Mobile Phone Number	Mobile phone number of the requester.	77762443
Primary Email	Primary email address of the requester.	ronald.weasley@hogwarts.edu
Reporting Manager ID	User ID of the requester’s reporting manager.	656
Additional Fields	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	Additional/secondary emails associated with the requester. Array of email addresses.
Work Phone Number	Work phone number of the requester.	77762443

{
  "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	Notes	Example
Connection
Debug Request	Enabling this flag will log out the current request.	false
Display ID	The ID of the display to place a request for.	1
Email	Email id of the requester. If no email is provided, the request is created on behalf of the agent.	tom@outerspace.com
Quantity	Quantity needed by the requester.	1
Requested For	Email id of the requester on whose behalf the service request is created.	tom@outerspace.com
Additional Fields	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.

{
  "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	Notes	Example
Application Type	Type of the software.	saas
Category	Category of the software.	service desk application
Connection
Debug Request	Enabling this flag will log out the current request.	false
Description	Description of the software.	Cloud based ITSM software for service desk
Managed By ID	ID of the user managing the software (must be a user in Freshservice).	79560
Name	Name of the software.	Freshservice
Notes	Notes about the software.	monthly renewal
Additional Fields	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	Name of the source from where the software details are updated.	API
Status	Status of the software.	managed
Workspace ID	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

{
  "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	Notes	Example
CC Emails	Email addresses added in the 'cc' field of the incoming ticket email. The value should be an array of strings.
Connection
Debug Request	Enabling this flag will log out the current request.	false
Description	HTML content of the ticket.
Email	Email address of the requester.	tom@outerspace.com
Priority	Priority of the ticket.	1
Status	Status of the ticket.	2
Subject	Subject of the ticket.	Support Needed...
Additional Fields	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	ID of the workspace that the ticket belongs to.	3

{
  "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	Notes	Example
Agent ID	Unique ID of the agent to deactivate.	4453
Connection
Debug Request	Enabling this flag will log out the current request.	false

{
  "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	Notes	Example
Connection
Debug Request	Enabling this flag will log out the current request.	false
Requester ID	Unique ID of the requester to deactivate.	123

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

Delete Asset

Delete an asset. | key: deleteAsset

Input	Notes	Example
Asset Display ID	Display ID of the asset to delete.	1
Connection
Debug Request	Enabling this flag will log out the current request.	false

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

Delete Problem

Delete a Problem. | key: deleteProblem

Input	Notes	Example
Connection
Debug Request	Enabling this flag will log out the current request.	false
Problem ID	ID of the Problem to delete.	1

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

Delete Software

Delete a software application. | key: deleteSoftware

Input	Notes	Example
Application ID	Unique ID of the software to delete.	4
Connection
Debug Request	Enabling this flag will log out the current request.	false

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

Delete Ticket

Delete a Ticket. | key: deleteTicket

Input	Notes	Example
Connection
Debug Request	Enabling this flag will log out the current request.	false
Ticket ID	ID of the ticket to delete.	264

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

Forget Agent

Forget an agent. | key: forgetAgent

Input	Notes	Example
Agent ID	Unique ID of the agent to forget.	4453
Connection
Debug Request	Enabling this flag will log out the current request.	false

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

Get Agent

View an agent. | key: getAgent

Input	Notes	Example
Agent ID	Unique ID of the agent to retrieve.	4453
Connection
Debug Request	Enabling this flag will log out the current request.	false

{
  "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	Notes	Example
Asset Display ID	Display ID of the asset to retrieve.	1
Connection
Debug Request	Enabling this flag will log out the current request.	false

{
  "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	Notes	Example
Connection
Debug Request	Enabling this flag will log out the current request.	false
Problem ID	ID of the Problem.	1

{
  "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	Notes	Example
Connection
Debug Request	Enabling this flag will log out the current request.	false
Requester ID	Unique ID of the requester to retrieve.	123

{
  "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	Notes	Example
Application ID	Unique ID of the software to retrieve.	4
Connection
Debug Request	Enabling this flag will log out the current request.	false

{
  "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	Notes	Example
Additional Query Parameters	Additional query parameters that might not be covered by the standard inputs like filters.
Connection
Debug Request	Enabling this flag will log out the current request.	false
Ticket ID	ID of the ticket to retrieve.	264

{
  "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	Notes	Example
Additional Query Parameters	Additional query parameters that might not be covered by the standard inputs like filters.
Connection
Debug Request	Enabling this flag will log out the current request.	false
Workspace ID	ID of the workspace to retrieve.	3

{
  "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	Notes	Example
Additional Query Parameters	Additional query parameters that might not be covered by the standard inputs like filters.
Connection
Debug Request	Enabling this flag will log out the current request.	false
Fetch All	Set to true to retrieve all results.	true
Page Number	Page number to return.	2
Items Per Page	Number of items to return per page. Default is 30. Maximum is 100.	10

{
  "data": {
    "agents": [
      {
        "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	Notes	Example
Additional Query Parameters	Additional query parameters that might not be covered by the standard inputs like filters.
Connection
Debug Request	Enabling this flag will log out the current request.	false
Fetch All	Set to true to retrieve all results.	true
Page Number	Page number to return.	2
Items Per Page	Number of items to return per page. Default is 30. Maximum is 100.	10

{
  "data": {
    "assets": [
      {
        "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	Notes	Example
Additional Query Parameters	Additional query parameters that might not be covered by the standard inputs like filters.
Connection
Debug Request	Enabling this flag will log out the current request.	false
Fetch All	Set to true to retrieve all results.	true
Page Number	Page number to return.	2
Items Per Page	Number of items to return per page. Default is 30. Maximum is 100.	10

{
  "data": {
    "problems": [
      {
        "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	Notes	Example
Additional Query Parameters	Additional query parameters that might not be covered by the standard inputs like filters.
Connection
Debug Request	Enabling this flag will log out the current request.	false
Fetch All	Set to true to retrieve all results.	true
Page Number	Page number to return.	2
Items Per Page	Number of items to return per page. Default is 30. Maximum is 100.	10

{
  "data": {
    "requesters": [
      {
        "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	Notes	Example
Connection
Debug Request	Enabling this flag will log out the current request.	false

{
  "data": {
    "applications": [
      {
        "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	Notes	Example
Additional Query Parameters	Additional query parameters that might not be covered by the standard inputs like filters.
Connection
Debug Request	Enabling this flag will log out the current request.	false
Fetch All	Set to true to retrieve all results.	true
Filter	Filter the tickets.	new_and_my_open
Page Number	Page number to return.	2
Items Per Page	Number of items to return per page. Default is 30. Maximum is 100.	10

{
  "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	Notes	Example
Additional Query Parameters	Additional query parameters that might not be covered by the standard inputs like filters.
Connection
Debug Request	Enabling this flag will log out the current request.	false
Fetch All	Set to true to retrieve all results.	true
Page Number	Page number to return.	2
Items Per Page	Number of items to return per page. Default is 30. Maximum is 100.	10

{
  "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	Notes	Example
Agent ID	ID of the new asset agent.	1
Asset Display ID	Display ID of the asset to move.	1
Connection
Debug Request	Enabling this flag will log out the current request.	false
Group ID	ID of the new asset group.	1
Workspace ID	ID of the workspace to move the asset to.	1

{
  "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	Notes	Example
Connection
Debug Request	Enabling this flag will log out the current request.	false
Group ID	New assigned group ID for the Problem.	1
Owner ID	New assigned owner ID for the Problem.	1
Problem ID	ID of the Problem to move.	1
Workspace ID	ID of the workspace to move the Problem to.	1

{
  "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	Notes	Example
Application ID	Unique ID of the software to move.	4
Connection
Debug Request	Enabling this flag will log out the current request.	false
Workspace ID	ID of the workspace to move the software to.	2

{
  "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	Notes	Example
Connection
Debug Request	Enabling this flag will log out the current request.	false
Group ID	New group ID to assign the ticket to.	3
Responder ID	New responder ID to assign the ticket to.	4
Ticket ID	ID of the ticket to move.	264
Workspace ID	ID of the workspace to move the ticket to.	3

{
  "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	Notes	Example
Connection
Data	The HTTP body payload to send to the URL.	{"exampleKey": "Example Data"}
Debug Request	Enabling this flag will log out the current request.	false
File Data	File Data to be sent as a multipart form upload.	[{key: "example.txt", value: "My File Contents"}]
File Data File Names	File names to apply to the file data inputs. Keys must match the file data keys above.
Form Data	The Form Data to be sent as a multipart form upload.	[{"key": "Example Key", "value": new Buffer("Hello World")}]
Header	A list of headers to send with the request.	User-Agent: curl/7.64.1
Max Retry Count	The maximum number of retries to attempt. Specify 0 for no retries.	0
Method	The HTTP method to use.
Query Parameter	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	The type of data you expect in the response. You can request json, text, or binary data.	json
Retry On All Errors	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.	false
Retry Delay (ms)	The delay in milliseconds between retries. This is used when 'Use Exponential Backoff' is disabled.	0
Timeout	The maximum time that a client will await a response to its request	2000
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	Specifies whether to use a pre-defined exponential backoff strategy for retries. When enabled, 'Retry Delay (ms)' is ignored.	false

Search Asset

Search for assets. | key: searchAsset

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

{
  "data": {
    "assets": [
      {
        "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	Notes	Example
Address	Address of the agent.	Gryffindor Tower
Agent ID	Unique ID of the agent to update.	4453
Additional Fields	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	Set to true if the agent must be allowed to view tickets filed by other members of the department, and false otherwise.
Connection
Debug Request	Enabling this flag will log out the current request.	false
Department IDs	Unique IDs of the departments associated with the agent.
Email	Email address of the agent.	rolanda.hooch@hogwarts.edu
Occasional	True if the agent is an occasional agent, and false if full-time agent.
Roles	Roles of the agent. An array of hashes. See https://api.freshservice.com/#agent_attributes for more information.
Scoreboard Level ID	Unique ID of the level of the agent in the Arcade.	4
Signature	Signature of the agent in HTML format.

{
  "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	Notes	Example
Agent ID	ID of the associated agent (Managed By).	1
Asset Display ID	Display ID of the asset to update.	1
Additional Fields	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	Asset tag of the asset.	ASSET-9
Asset Type ID	ID of the asset type.	25
Connection
Debug Request	Enabling this flag will log out the current request.	false
Department ID	ID of the associated department.	1
Description	Description of the asset.	13.3-inch (diagonal) LED-backlit glossy widescreen display,1440-by-900 resolution
Group ID	ID of the associated agent group (Managed By Group).	1
Impact	Impact of the asset.	low
Location ID	ID of the associated location.	1
Name	Name of the asset.	Macbook Pro
Usage Type	Usage type of the asset.	permanent

{
  "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	Notes	Example
Category	Category of the Problem.	Hardware
Connection
Debug Request	Enabling this flag will log out the current request.	false
Description	HTML content of the problem.
Due By	Timestamp at which Problem due ends.	2020-07-20T16:18:46Z
Email	Email of the initiator of the problem.	sample@freshservice.com
Impact	Impact of the Problem.	1
Item Category	Item of the Problem.	Router
Priority	Priority of the Problem.	2
Problem ID	ID of the Problem to update.	1
Additional Fields	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	Status identifier of the Problem.	2
Sub Category	Sub-category of the Problem.	Peripherals
Subject	Subject of the Problem.	Unable to reach email server

{
  "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	Notes	Example
Address	Address of the requester.	Gryffindor Tower
Connection
Debug Request	Enabling this flag will log out the current request.	false
Department IDs	Unique IDs of the departments associated with the requester. Array of ID numbers.
First Name	First name of the requester.	Ron
Job Title	Job title of the requester.	Student
Last Name	Last name of the requester.	Weasley
Mobile Phone Number	Mobile phone number of the requester.	77762443
Primary Email	Primary email address of the requester.	ronald.weasley@hogwarts.edu
Reporting Manager ID	User ID of the requester’s reporting manager.	656
Requester ID	Unique ID of the requester to update.	123
Additional Fields	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	Additional/secondary emails associated with the requester. Array of email addresses.
Work Phone Number	Work phone number of the requester.	77762443

{
  "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	Notes	Example
Application ID	Unique ID of the software to update.	4
Application Type	Type of the software.	saas
Category	Category of the software.	service desk application
Connection
Debug Request	Enabling this flag will log out the current request.	false
Description	Description of the software.	Cloud based ITSM software for service desk
Managed By ID	ID of the user managing the software (must be a user in Freshservice).	79560
Name	Name of the software.	Freshservice
Notes	Notes about the software.	monthly renewal
Additional Fields	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	Name of the source from where the software details are updated.	API
Status	Status of the software.	managed

{
  "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	Notes	Example
Bypass Mandatory	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
Debug Request	Enabling this flag will log out the current request.	false
Priority	Priority of the ticket.	1
Source	The channel through which the ticket was created.	1
Status	Status of the ticket.	2
Ticket ID	ID of the ticket to update.	264
Additional Fields	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.

{
  "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>"
    }
  }
}

Changelog

2025-09-02

Data sources and inline data sources added:

Workspaces
Agents
Tickets
Assets
Problems
Software
Requestors

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

Description​

API Documentation:​

Connections​

API Key​

Data Sources​

Select Agent​

Select Asset​

Select Problem​

Select Requester​

Select Software​

Select Ticket​

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​

Changelog​

2025-09-02​