Create Ticket

Create a new, unassigned ticket in your service desk.

External Documentation

To learn more, visit the Freshservice documentation.

Basic Parameters

Parameter	Description
Description	Content of the ticket.
Email	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-seperated 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-seperated 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>"
    }
}

Workflow Library Example

Create Ticket with Freshservice and Send Results Via Email

Preview this Workflow on desktop