Freshservice Component

Manage tickets, problems, agents, and assets in Freshservice.

Component key: freshservice · Changelog ↓

Description

Freshservice is a cloud-based IT service management platform that streamlines IT operations, automates workflows, and improves service delivery for organizations. This component allows managing tickets, problems, agents, assets, and other IT service resources.

API Documentation

This component was built using the Freshservice API v2.0.

Connections

API Key

key: freshservice-api-key-connection

To authenticate with Freshservice, an API key is required.

Prerequisites

A Freshservice account with API access enabled
The Freshservice domain name (e.g., if the Freshservice URL is https://example.freshservice.com, the domain is example)

Setup Steps

Log in to the Freshservice Support Portal
Click the profile picture in the top-right corner of the portal
Navigate to Profile Settings
The API key is available below the Delegate Approvals section on the right side of the page
Copy the API Key

For more details, refer to the Freshservice API key documentation.

Configure the Connection

Create a connection of type API Key and configure the following fields:

Freshservice Domain: Enter only the domain name of the Freshservice account. For example, if the Freshservice URL is https://example.freshservice.com, enter example.
API Key: Enter the API key obtained from the profile settings page.

Input	Notes	Example
API Key	The Freshservice API key for authentication.
Freshservice Domain	The domain name of the Freshservice account. For example, if the 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	The Freshservice connection to use.

Select Asset

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

Input	Notes	Example
Connection	The Freshservice connection to use.

Select Problem

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

Input	Notes	Example
Connection	The Freshservice connection to use.

Select Requester

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

Input	Notes	Example
Connection	The Freshservice connection to use.

Select Software

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

Input	Notes	Example
Connection	The Freshservice connection to use.

Select Ticket

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

Input	Notes	Example
Connection	The Freshservice connection to use.
Filter	The predefined view used to narrow down the ticket list.	new_and_my_open

Select Workspace

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

Input	Notes	Example
Connection	The Freshservice connection to use.

Actions

Create Agent

Creates a new agent in Freshservice. | key: createAgent

Input	Notes	Example
Address	The physical or mailing address of the agent.	Gryffindor Tower
Additional Fields	A JSON object of additional fields not covered by the standard inputs. See Freshservice API documentation for more information.
Can See All Tickets From Associated Departments	When true, allows the agent to view tickets filed by other members of associated departments.	false
Connection	The Freshservice connection to use.
Department IDs	Unique IDs of the departments associated with the agent.
Email	The primary email address used to identify the agent.	rolanda.hooch@hogwarts.edu
First Name	The given name of the agent.	Rolanda
Job Title	The role or position held by the agent.	Flying Instructor
Last Name	The family name of the agent.	Hooch
Mobile Phone Number	The cell phone number for the agent.	77762443
Occasional	When true, marks the agent as an occasional (part-time) agent rather than full-time.	false
Roles	Roles of the agent. An array of hashes. See Freshservice API documentation for more information.
Work Phone Number	The office or desk phone number for 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

Creates a new asset in Freshservice. | key: createAsset

Input	Notes	Example
Agent ID	The unique identifier for the agent managing the asset.	1
Additional Fields	A JSON object of additional fields not covered by the standard inputs. See Freshservice API documentation for more information.
Asset Tag	The tracking label assigned to the asset for inventory purposes.	ASSET-9
Asset Type ID	The unique identifier for the asset type classification.	25
Connection	The Freshservice connection to use.
Department ID	The unique identifier for the department assigned to the asset.	1
Description	A detailed summary of the asset specifications or purpose.	13.3-inch (diagonal) LED-backlit glossy widescreen display,1440-by-900 resolution
Group ID	The unique identifier for the agent group managing the asset.	1
Impact	The business impact level if the asset becomes unavailable.	low
Location ID	The unique identifier for the location where the asset is assigned.	1
Name	The display name used to identify the asset.	Macbook Pro
Usage Type	Whether the asset is permanently assigned or a loaner.	permanent
Workspace ID	The unique identifier for the workspace the asset belongs to. Defaults to the primary workspace if not provided. Applicable only to accounts on 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

Creates a new problem in Freshservice. | key: createProblem

Input	Notes	Example
Category	The classification group for the problem (e.g., Hardware, Software).	Hardware
Connection	The Freshservice connection to use.
Description	The HTML body content with details about the problem.
Due By	The timestamp when the problem resolution is expected. Format: ISO 8601 (e.g., 2020-07-20T16:18:46Z).	2020-07-20T16:18:46Z
Email	The email address of the person who reported the problem.	sample@freshservice.com
Impact	The scope of business disruption caused by the problem.	1
Item Category	The specific item type within the sub-category.	Router
Priority	The urgency level that determines the problem's resolution order.	2
Additional Fields	A JSON object of additional fields not covered by the standard inputs. See Freshservice API documentation for more information.
Status	The current lifecycle stage of the problem.	2
Sub Category	The secondary classification within the problem's category.	Peripherals
Subject	The brief summary line describing 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

Creates a new requester in Freshservice. | key: createRequester

Input	Notes	Example
Address	The physical or mailing address of the requester.	Gryffindor Tower
Connection	The Freshservice connection to use.
Department IDs	Unique IDs of the departments associated with the requester. Array of ID numbers.
First Name	The given name of the requester.	Ron
Job Title	The role or position held by the requester.	Student
Last Name	The family name of the requester.	Weasley
Mobile Phone Number	The cell phone number for the requester.	77762443
Primary Email	The main email address used to contact the requester.	ronald.weasley@hogwarts.edu
Reporting Manager ID	The unique identifier for the supervisor of the requester.	656
Additional Fields	A JSON object of additional fields not covered by the standard inputs. See Freshservice API documentation for more information.
Secondary Emails	Additional/secondary emails associated with the requester. Array of email addresses.
Work Phone Number	The office or desk phone number for 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

Creates a new service request in Freshservice. | key: createServiceRequest

Input	Notes	Example
Connection	The Freshservice connection to use.
Display ID	The unique identifier for the service catalog item to request.	1
Email	The email address of the requester. If omitted, the request is created on behalf of the authenticated agent.	tom@outerspace.com
Quantity	The number of items to include in the service request.	1
Requested For	The email address of the person on whose behalf the service request is created.	tom@outerspace.com
Additional Fields	A JSON object of additional fields not covered by the standard inputs. See Freshservice API documentation 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

Creates a new software application in Freshservice. | key: createSoftware

Input	Notes	Example
Application Type	The deployment model of the software (Desktop, SaaS, or Mobile).	saas
Category	The classification group for the software (e.g., service desk application).	service desk application
Connection	The Freshservice connection to use.
Description	A summary of the software's purpose and capabilities.	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	The display name used to identify the software application.	Freshservice
Notes	Free-text remarks or additional context about the software.	monthly renewal
Additional Fields	A JSON object of additional fields not covered by the standard inputs. See Freshservice API documentation for more information.
Source	The origin system from where the software details were imported or updated.	API
Status	The current lifecycle stage of the software in the organization.	managed
Workspace ID	The unique identifier for the workspace the software belongs to. Defaults to the primary workspace if not provided. Applicable only to accounts on 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

Creates a new ticket in Freshservice. | 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	The Freshservice connection to use.
Description	The HTML body content displayed in the ticket detail view.
Email	The email address of the person who submitted the ticket.	tom@outerspace.com
Priority	The urgency level that determines the ticket's resolution order.	1
Status	The current lifecycle stage of the ticket.	2
Subject	The brief summary line shown in ticket listings.	Support Needed...
Additional Fields	A JSON object of additional fields not covered by the standard inputs. See Freshservice API documentation for more information.
Workspace ID	The unique identifier for the workspace 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

Deactivates an agent by ID. | key: deactivateAgent

Input	Notes	Example
Agent ID	Unique ID of the agent to deactivate.	4453
Connection	The Freshservice connection to use.

{
  "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

Deactivates a requester by ID. | key: deactivateRequester

Input	Notes	Example
Connection	The Freshservice connection to use.
Requester ID	Unique ID of the requester to deactivate.	123

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

Delete Asset

Deletes an asset by display ID. | key: deleteAsset

Input	Notes	Example
Asset Display ID	Display ID of the asset to delete.	1
Connection	The Freshservice connection to use.

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

Delete Problem

Deletes a problem by ID. | key: deleteProblem

Input	Notes	Example
Connection	The Freshservice connection to use.
Problem ID	ID of the Problem to delete.	1

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

Delete Software

Deletes a software application by ID. | key: deleteSoftware

Input	Notes	Example
Application ID	Unique ID of the software to delete.	4
Connection	The Freshservice connection to use.

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

Delete Ticket

Deletes a ticket by ID. | key: deleteTicket

Input	Notes	Example
Connection	The Freshservice connection to use.
Ticket ID	ID of the ticket to delete.	264

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

Forget Agent

Permanently removes an agent and associated data. | key: forgetAgent

Input	Notes	Example
Agent ID	Unique ID of the agent to forget.	4453
Connection	The Freshservice connection to use.

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

Get Agent

Retrieves details of an agent by ID. | key: getAgent

Input	Notes	Example
Agent ID	The unique identifier for the agent.	4453
Connection	The Freshservice connection to use.

{
  "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

Retrieves details of an asset by display ID. | key: getAsset

Input	Notes	Example
Asset Display ID	Display ID of the asset to retrieve.	1
Connection	The Freshservice connection to use.

{
  "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

Retrieves details of a problem by ID. | key: getProblem

Input	Notes	Example
Connection	The Freshservice connection to use.
Problem ID	The unique identifier for 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

Retrieves details of a requester by ID. | key: getRequester

Input	Notes	Example
Connection	The Freshservice connection to use.
Requester ID	The unique identifier for the requester.	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

Retrieves details of a software application by ID. | key: getSoftware

Input	Notes	Example
Application ID	Unique ID of the software to retrieve.	4
Connection	The Freshservice connection to use.

{
  "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

Retrieves details of a ticket by ID. | key: getTicket

Input	Notes	Example
Additional Query Parameters	Key-value pairs appended to the request URL for filtering or other API options.
Connection	The Freshservice connection to use.
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

Retrieves details of a workspace by ID. | key: getWorkspace

Input	Notes	Example
Additional Query Parameters	Key-value pairs appended to the request URL for filtering or other API options.
Connection	The Freshservice connection to use.
Workspace ID	The unique identifier for the workspace.	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

Returns a list of all agents. | key: listAgents

Input	Notes	Example
Additional Query Parameters	Key-value pairs appended to the request URL for filtering or other API options.
Connection	The Freshservice connection to use.
Fetch All	When true, automatically fetches all pages of results.	false
Page Number	The 1-based page number to return.	2
Items Per Page	The maximum number of results to return per page. 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

Returns a list of all assets. | key: listAssets

Input	Notes	Example
Additional Query Parameters	Key-value pairs appended to the request URL for filtering or other API options.
Connection	The Freshservice connection to use.
Fetch All	When true, automatically fetches all pages of results.	false
Page Number	The 1-based page number to return.	2
Items Per Page	The maximum number of results to return per page. 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

Returns a list of all problems. | key: listProblems

Input	Notes	Example
Additional Query Parameters	Key-value pairs appended to the request URL for filtering or other API options.
Connection	The Freshservice connection to use.
Fetch All	When true, automatically fetches all pages of results.	false
Page Number	The 1-based page number to return.	2
Items Per Page	The maximum number of results to return per page. 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

Returns a list of all requesters. | key: listRequesters

Input	Notes	Example
Additional Query Parameters	Key-value pairs appended to the request URL for filtering or other API options.
Connection	The Freshservice connection to use.
Fetch All	When true, automatically fetches all pages of results.	false
Page Number	The 1-based page number to return.	2
Items Per Page	The maximum number of results to return per page. 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

Returns a list of all software applications. | key: listSoftware

Input	Notes	Example
Connection	The Freshservice connection to use.

{
  "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

Returns a list of all tickets. | key: listTickets

Input	Notes	Example
Additional Query Parameters	Key-value pairs appended to the request URL for filtering or other API options.
Connection	The Freshservice connection to use.
Fetch All	When true, automatically fetches all pages of results.	false
Filter	The predefined view used to narrow down the ticket list.	new_and_my_open
Page Number	The 1-based page number to return.	2
Items Per Page	The maximum number of results to return per page. 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

Returns a list of all workspaces. | key: listWorkspaces

Input	Notes	Example
Additional Query Parameters	Key-value pairs appended to the request URL for filtering or other API options.
Connection	The Freshservice connection to use.
Fetch All	When true, automatically fetches all pages of results.	false
Page Number	The 1-based page number to return.	2
Items Per Page	The maximum number of results to return per page. 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

Moves 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	The Freshservice connection to use.
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

Moves a problem to a different workspace. | key: moveProblem

Input	Notes	Example
Connection	The Freshservice connection to use.
Group ID	The unique identifier for the agent group to assign the problem to.	1
Owner ID	The unique identifier for the agent to assign as the problem owner.	1
Problem ID	ID of the Problem to move.	1
Workspace ID	The unique identifier for the target workspace.	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

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

Input	Notes	Example
Application ID	Unique ID of the software to move.	4
Connection	The Freshservice connection to use.
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

Moves a ticket to a different workspace. | key: moveTicket

Input	Notes	Example
Connection	The Freshservice connection to use.
Group ID	The unique identifier for the agent group to assign the ticket to.	3
Responder ID	The unique identifier for the agent to assign as the ticket responder.	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

Sends a raw HTTP request to the Freshservice API. | key: rawRequest

Input	Notes	Example
Connection	The Freshservice connection to use.
Data	The HTTP body payload to send to the URL.	{"exampleKey": "Example Data"}
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	The path to append to the base URL. The base URL (https://<domain>.freshservice.com/api/v2) is already included. For example, to reach https://<domain>.freshservice.com/api/v2/problems, enter /problems.	/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

Searches for assets matching a query. | key: searchAsset

Input	Notes	Example
Additional Query Parameters	Key-value pairs appended to the request URL for filtering or other API options.
Connection	The Freshservice connection to use.
Search Query	The filter expression to search 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

Updates an existing agent. | key: updateAgent

Input	Notes	Example
Address	The physical or mailing address of the agent.	Gryffindor Tower
Agent ID	Unique ID of the agent to update.	4453
Additional Fields	A JSON object of additional fields not covered by the standard inputs. See Freshservice API documentation for more information.
Can See All Tickets From Associated Departments	When true, allows the agent to view tickets filed by other members of associated departments.
Connection	The Freshservice connection to use.
Department IDs	Unique IDs of the departments associated with the agent.
Email	The primary email address used to identify the agent.	rolanda.hooch@hogwarts.edu
Occasional	When true, marks the agent as an occasional (part-time) agent rather than full-time.
Roles	Roles of the agent. An array of hashes. See Freshservice API documentation for more information.
Scoreboard Level ID	The Arcade gamification level assigned to the agent.	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

Updates an existing asset. | key: updateAsset

Input	Notes	Example
Agent ID	The unique identifier for the agent managing the asset.	1
Asset Display ID	The unique display identifier for the asset.	1
Additional Fields	A JSON object of additional fields not covered by the standard inputs. See Freshservice API documentation for more information.
Asset Tag	The tracking label assigned to the asset for inventory purposes.	ASSET-9
Asset Type ID	The unique identifier for the asset type classification.	25
Connection	The Freshservice connection to use.
Department ID	The unique identifier for the department assigned to the asset.	1
Description	A detailed summary of the asset specifications or purpose.	13.3-inch (diagonal) LED-backlit glossy widescreen display,1440-by-900 resolution
Group ID	The unique identifier for the agent group managing the asset.	1
Impact	The business impact level if the asset becomes unavailable.	low
Location ID	The unique identifier for the location where the asset is assigned.	1
Name	The display name used to identify the asset.	Macbook Pro
Usage Type	Whether the asset is permanently assigned or a loaner.	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

Updates an existing problem. | key: updateProblem

Input	Notes	Example
Category	The classification group for the problem (e.g., Hardware, Software).	Hardware
Connection	The Freshservice connection to use.
Description	The HTML body content with details about the problem.
Due By	The timestamp when the problem resolution is expected. Format: ISO 8601 (e.g., 2020-07-20T16:18:46Z).	2020-07-20T16:18:46Z
Email	The email address of the person who reported the problem.	sample@freshservice.com
Impact	The scope of business disruption caused by the problem.	1
Item Category	The specific item type within the sub-category.	Router
Priority	The urgency level that determines the problem's resolution order.	2
Problem ID	ID of the Problem to update.	1
Additional Fields	A JSON object of additional fields not covered by the standard inputs. See Freshservice API documentation for more information.
Status	The current lifecycle stage of the problem.	2
Sub Category	The secondary classification within the problem's category.	Peripherals
Subject	The brief summary line describing 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

Updates an existing requester. | key: updateRequester

Input	Notes	Example
Address	The physical or mailing address of the requester.	Gryffindor Tower
Connection	The Freshservice connection to use.
Department IDs	Unique IDs of the departments associated with the requester. Array of ID numbers.
First Name	The given name of the requester.	Ron
Job Title	The role or position held by the requester.	Student
Last Name	The family name of the requester.	Weasley
Mobile Phone Number	The cell phone number for the requester.	77762443
Primary Email	The main email address used to contact the requester.	ronald.weasley@hogwarts.edu
Reporting Manager ID	The unique identifier for the supervisor of the requester.	656
Requester ID	Unique ID of the requester to update.	123
Additional Fields	A JSON object of additional fields not covered by the standard inputs. See Freshservice API documentation for more information.
Secondary Emails	Additional/secondary emails associated with the requester. Array of email addresses.
Work Phone Number	The office or desk phone number for 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

Updates an existing software application. | key: updateSoftware

Input	Notes	Example
Application ID	The unique identifier for the software application.	4
Application Type	The deployment model of the software (Desktop, SaaS, or Mobile).	saas
Category	The classification group for the software (e.g., service desk application).	service desk application
Connection	The Freshservice connection to use.
Description	A summary of the software's purpose and capabilities.	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	The display name used to identify the software application.	Freshservice
Notes	Free-text remarks or additional context about the software.	monthly renewal
Additional Fields	A JSON object of additional fields not covered by the standard inputs. See Freshservice API documentation for more information.
Source	The origin system from where the software details were imported or updated.	API
Status	The current lifecycle stage of the software in the organization.	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

Updates an existing 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	The Freshservice connection to use.
Priority	The urgency level that determines the ticket's resolution order.	1
Source	The channel through which the ticket was created.	1
Status	The current lifecycle stage of the ticket.	2
Ticket ID	ID of the ticket to update.	264
Additional Fields	A JSON object of additional fields not covered by the standard inputs. See Freshservice API documentation 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

2026-04-01

Added Documentation updates and various modernizations

2026-03-16

Improved input field documentation with formatted URL links for better readability

2026-03-13

Removed the Debug Request input from all action inputs. Debug logging is now controlled internally and no longer appears as a configurable field in actions.

2025-09-02

Data sources and inline data sources added:

Workspaces
Agents
Tickets
Assets
Problems
Software
Requestors

Manage tickets, problems, agents, and assets in Freshservice.

Description​

API Documentation​

Connections​

API Key​

Prerequisites​

Setup Steps​

Configure the Connection​

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​

2026-04-01​

2026-03-16​

2026-03-13​

2025-09-02​