External DocumentationTo learn more, visit the Freshservice documentation.
Basic Parameters
| Parameter | Description |
|---|---|
| Description | Content of the ticket. |
| Email address of the requester. If no contact exists with this email address in Freshservice, it will be added as a new contact. | |
| Priority | Priority of the ticket. Note - In order for the chosen priority to be selected, Priority Matrix must be disabled. You can navigate to Admin > Priority Matrix to disable it. |
| Source | The channel through which the ticket was created. |
| Status | Status of the ticket. |
| Subject | Subject of the ticket. |
Advanced Parameters
| Parameter | Description |
|---|---|
| CC Emails | A Comma-separated list of Email addresses added in the ‘cc’ field of the incoming ticket email, e.g. “add1@domain1.com”,“add2@domain2.com”,“add3@domain3.com”. |
| Category | Category of the ticket. |
| Group ID | ID of the group to which the ticket has been assigned. The default value is the ID of the group that is associated with the given email_config_id. |
| Item Category | The item category. |
| Name | Name of the requester. |
| Phone | Phone number of the requester. If no contact exists with this phone number in Freshservice, it will be added as a new contact. |
| Responder ID | ID of the agent to whom the ticket has been assigned. |
| Sub-Category | Sub-Category of the ticket: * For Hardware, it should be one of these values: ‘Computer,Printer,Phone,Peripherals’. * For Software, it should be one of these values: ‘MS Office,Adobe Reader,Windows,Chrome’. * For Network, it should be one of these values: ‘Access,Connectivity’. * For Other, it should not be set, as input is not expected. |
| Tags | A Comma-separated list of Tags that have been associated with the ticket e.g “tag1”,“tag2”,“tag3”. NOTE - While updating tags, all the tags that need to stay associated with the Ticket should be provided in the PUT request payload. |
Example Output
{
"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>"
}
}