Connectors Reference

Freshservice

Freshservice is a cloud-based IT service desk and service management solution that's easy to set up and use, to transform employee experience across the organization.

 

Status: Preview

Tier: Premium

Version: 1.0.0

 

Actions:

Name

Summary

ListTickets ()

List tickets

CreateTicket (CreateTicket_Request body)

Create a ticket

UpdateTicket (integer ticketId, UpdateTicket_Request body)

Update a ticket

AddNote (integer ticketId, AddNote_Request body)

Add a note to a ticket

ListUsers ()

List users

ListDepartments ()

List departments

 

Triggers:

Name

Summary

OnTicketCreated ()

When a ticket is created

 

Objects:

Name

Summary

AddNote_Request

 

AddNote_Response

 

CreateTicketResponse

 

CreateTicket_Request

 

ListDepartmentsResponseItem

 

ListUsersResponseItem

 

Ticket_Response

 

UpdateTicket_Request

 

UpdateTicket_Response

 

 

Actions:

ListTickets

Summary: List tickets

Description: List all tickets.

 

Syntax:

Freshservice.ListTickets ()

 

Returns:

          Type:array of (Ticket_Response)

 

CreateTicket

Summary: Create a ticket

Description: Create a ticket.

 

Syntax:

Freshservice.CreateTicket (CreateTicket_Request body)

 

Parameters:

Name

Type

Summary

Required

Related Action

body

CreateTicket_Request

 

 

True

 

Returns:

          Type:CreateTicketResponse

 

UpdateTicket

Summary: Update a ticket

Description: Update a ticket (only specified values will be updated).

 

Syntax:

Freshservice.UpdateTicket (integer ticketId, UpdateTicket_Request body)

 

Parameters:

Name

Type

Summary

Required

Related Action

ticketId

integer(int32)

(Ticket Id)

The ticket id to update.

True

body

UpdateTicket_Request

 

 

True

 

Returns:

          Type:UpdateTicket_Response

 

AddNote

Summary: Add a note to a ticket

Description: Add a private or public note to a ticket.

 

Syntax:

Freshservice.AddNote (integer ticketId, AddNote_Request body)

 

Parameters:

Name

Type

Summary

Required

Related Action

ticketId

integer(int32)

(Ticket Id)

The ticket id to update.

True

body

AddNote_Request

 

 

True

 

Returns:

          Type:AddNote_Response

 

ListUsers

Summary: List users

Description: List all users.

 

Syntax:

Freshservice.ListUsers ()

 

Returns:

          Type:array of (ListUsersResponseItem)

 

ListDepartments

Summary: List departments

Description: List all departments.

 

Syntax:

Freshservice.ListDepartments ()

 

Returns:

          Type:array of (ListDepartmentsResponseItem)

 

Triggers:

Trigger OnTicketCreated

Summary: When a ticket is created

Description: Triggers when a new ticket is created.

 

Syntax:

Freshservice.OnTicketCreated ()

 

Returns:

          Type:array of (Ticket_Response)

 


 

AddNote_Request

Summary:

Description:

 

          Properties:

Name

Type

Summary

helpdesk_note

Helpdesk_note

 

 

 

Helpdesk_note

Summary:

Description:

 

          Properties:

Name

Type

Summary

body

string

Note

The note to be added to the ticket.

private

boolean

Is Private

Set to true if message is private.

 


 

AddNote_Response

Summary:

Description:

 

          Properties:

Name

Type

Summary

note

Note

 

 

 

Note

Summary:

Description:

 

          Properties:

Name

Type

Summary

created_at

string(date-time)

Created At Date-Time

yyyy-MM-ddTHH:mm:ss.fffZ

deleted

boolean

Is Deleted

Set as true if the ticket is deleted/trashed. Deleted tickets will not be considered in any views except 'deleted' filter.

id

integer(int32)

Id

Unique Id of the note.

private

boolean

Private

Set as true if the note is private.

source

integer(int32)

Source

A number representing the channel through which the ticket was created.

updated_at

string(date-time)

Updated At Date-Time

yyyy-MM-ddTHH:mm:ss.fffZ

user_id

integer(int32)

User Id

User_id of the agent who is adding the note.

body

string

Body

Content of the note in plain text.

body_html

string

Body HTML

Content of the note in HTML format. Either body or body_html has to be passed.

attachments

array of (string)

 

 

 


 

CreateTicketResponse

Summary:

Description:

 

          Properties:

Name

Type

Summary

item

Item

 

 

 

Item

Summary:

Description:

 

          Properties:

Name

Type

Summary

helpdesk_ticket

Ticket_Response

 

 

 


 

CreateTicket_Request

Summary:

Description:

 

          Properties:

Name

Type

Summary

helpdesk_ticket

Helpdesk_ticket

 

 

 

Helpdesk_ticket

Summary:

Description:

 

          Properties:

Name

Type

Summary

requester_id

integer(int64)

Requester Id

User-id of the requester. For existing contacts, requester_id can be passed instead of email.

subject

string

Subject

The subject of the ticket.

status

string

Status

Status of the ticket.  Values: [Open, Pending, Resolved, Closed]

priority

string

Priority

The priority of the ticket (such as Low, Medium, or High).  Values: [Low, Medium, High, Urgent]

description

string

Description

The description of the ticket.

urgency

string

Urgency

Urgency of the problem (such as Low, Medium or High).  Values: [Low, Medium, High]

impact

string

Impact

Impact of the problem (such as Low, Medium or High).  Values: [Low, Medium, High]

source

string

Source

The channel through which the ticket was created.  Values: [Email, Portal, Phone, Chat]

 


 

ListDepartmentsResponseItem

Summary:

Description:

 

          Properties:

Name

Type

Summary

created_at

string(date-time)

Created At Date-Time

yyyy-MM-ddTHH:mm:ss.fffZ

description

string

Description

Description of the department.

head_id

string

Head Id

Id of the head user.

head_name

string

Head Name

Name of the head user.

id

integer(int64)

Id

Unique Id of the department.

name

string

Name

Name of the department.

prime_user_id

string

Prime User Id

Id of the prime user.

prime_user_name

string

Primary User Name

Name of the prime user.

updated_at

string(date-time)

Updated At Date-Time

yyyy-MM-ddTHH:mm:ss.fffZ


 

ListUsersResponseItem

Summary:

Description:

 

          Properties:

Name

Type

Summary

user

User

 

user

 

User

Summary:

Description: user

 

          Properties:

Name

Type

Summary

active

boolean

Is Active

Set to true if the user is verified.

address

string

Address

Address of the user.

created_at

string(date-time)

Create At Date-Time

yyyy-MM-ddTHH:mm:ss.fffZ

deleted

boolean

Is Deleted

Set to true if the contact is deleted

description

string

Description

A small description about the user.

email

string

Email

Email of the user.

external_id

string

External Id

 

id

integer(int32)

Id

Unique Id of the user.

job_title

string

Job Title

Job title of the user.

language

string

Language

Language of the user. Default language is en.

mobile

string

Mobile

mobile

name

string

Name

Name of the user.

phone

string

Phone

phone

time_zone

string

Time Zone

time_zone

updated_at

string(date-time)

Updated At Date-Time

yyyy-MM-ddTHH:mm:ss.fffZ

 


 

Ticket_Response

Summary:

Description:

 

          Properties:

Name

Type

Summary

created_at

string(date-time)

Created At Date-Time

yyyy-MM-ddTHH:mm:ss.fffZ

deleted

boolean

Is Deleted

Set as true if the ticket is deleted/trashed. Deleted tickets will not be considered in any views except 'deleted' filter.

department_id_value

string

Department Id

 

display_id

integer(int32)

Ticket Id

Ticket Id specific to your account.

due_by

string(date-time)

Due By Date-Time

yyyy-MM-ddTHH:mm:ss.fffZ

group_id

integer(int32)

Group Id

Id of Group to which the ticket is assigned.

id

integer(int32)

Id

Unique Id of the ticket.

impact

integer(int32)

Impact

A number representing the impact of the problem.

isescalated

boolean

Is Escalated

Set to true if an escalation was sent.

owner_id

string

Owner Id

Id of the agent to whom the problem is assigned.

priority

integer(int32)

Priority

A number representing the priority of the ticket.

requester_id

integer(int32)

Requester Id

User-id of the requester. For existing contacts, requester_id can be passed instead of email.

responder_id

integer(int32)

Responder Id

Id of the agent to whom the ticket is assigned.

source

integer(int32)

Source

A number representing the channel through which the ticket was created.

spam

boolean

Spam

Set as true if the ticket is marked as spam.

status

integer(int32)

Status

A number representing the status of the ticket.

subject

string

Subject

Ticket subject.

ticket_type

string

Ticket Type

Type property field as defined in ticket fields.

to_email

string

To Email

Email address to which the incoming ticket email was sent.

updated_at

string(date-time)

Updated At Date-Time

yyyy-MM-ddTHH:mm:ss.fffZ

urgency

integer(int32)

Urgency

A number representing the urgency of the problem.

description

string

Description

Description of the problem.

description_html

string

Description HTML

HTML content of the ticket. Description and description_html should not be passed together.

status_name

string

Status Name

Status of the ticket.

priority_name

string

Priority Name

Priority of the ticket.

source_name

string

Source Name

The channel through which the ticket was created.

responder_name

string

Responder Name

Name of the agent to whom the ticket is assigned.

to_emails

string

To Emails

Email addresses to which the incoming ticket email was sent.

department_name

string

Department Name

Name of the department.

assoc_problem_id

integer(int32)

Associated Problem Id

Id of the associated problem to the ticket.

assoc_change_id

integer(int32)

Associated Change Id

Id of the associated change to the problem.

assoc_change_cause_id

string

Associated Change Cause Id

Id of the change causing the ticket.

assoc_asset_id

string

Associated Asset Id

Id of the asset associated to the ticket.

urgency_name

string

Urgency Name

Urgency of the problem.

impact_name

string

Impact Name

Impact of the problem.


 

UpdateTicket_Request

Summary:

Description:

 

          Properties:

Name

Type

Summary

helpdesk_ticket

Helpdesk_ticket

 

 

 

Helpdesk_ticket

Summary:

Description:

 

          Properties:

Name

Type

Summary

requester_id

integer(int64)

Requester Id

User-id of the requester. For existing contacts, requester_id can be passed instead of email.

subject

string

Subject

The subject of the ticket.

status

string

Status

Status of the ticket.  Values: [Open, Pending, Resolved, Closed]

priority

string

Priority

The priority of the ticket (such as Low, Medium, or High).  Values: [Low, Medium, High, Urgent]

urgency

string

Urgency

Urgency of the problem (such as Low, Medium or High).  Values: [Low, Medium, High]

impact

string

Impact

Impact of the problem (such as Low, Medium or High).  Values: [Low, Medium, High]

source

string

Source

The channel through which the ticket was created.  Values: [Email, Portal, Phone, Chat]

 


 

UpdateTicket_Response

Summary:

Description:

 

          Properties:

Name

Type

Summary

ticket

Ticket

 

 

 

Ticket

Summary:

Description:

 

          Properties:

Name

Type

Summary

deleted

boolean

Is Deleted

Set as true if the ticket is deleted/trashed. Deleted tickets will not be considered in any views except 'deleted' filter.

display_id

integer(int32)

Ticket Id

Ticket Id specific to your account.

subject

string

Subject

Ticket subject.

description

string

Description

Description of the ticket.

description_html

string

Description HTML

HTML content of the ticket. Description and description_html should not be passed together.

status_name

string

Status Name

Status of the ticket.

priority_name

string

Priority Name

Priority of the ticket.

source_name

string

Source Name

The channel through which the ticket was created.

responder_name

string

Responder Name

Name of the agent to whom the ticket is assigned.

to_emails

string

To Emails

Email addresses to which the incoming ticket email was sent.

department_name

string

Department Name

Name of the department.

assoc_problem_id

string

Associated Problem Id

Id of the associated problem to the ticket.

assoc_change_id

string

Associated Change Id

Id of the associated change to the problem.

assoc_change_cause_id

string

Associated Change Cause Id

Id of the change causing the ticket.

assoc_asset_id

string

Associated Asset Id

Id of the asset associated to the ticket.

urgency_name

string

Urgency Name

Urgency of the problem.

impact_name

string

Impact Name

Impact of the problem.