Update Ticket

Make changes to the parameters of a ticket, from updating statuses to changing ticket type.

External Documentation

To learn more, visit the Freshservice documentation.

Basic Parameters

Parameter	Description
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.
Ticket ID	ID of the ticket to update.

Advanced Parameters

Parameter	Description
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 emailconfigid.
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".

Example Output

{
    "ticket": {
        "cc_emails": [
            "ram@freshservice.com",
            "diana@freshservice.com"
        ],
        "fwd_emails": [],
        "reply_cc_emails": [
            "ram@freshservice.com",
            "diana@freshservice.com"
        ],
        "spam": false,
        "email_config_id": null,
        "fr_escalated": true,
        "group_id": null,
        "priority": 3,
        "requester_id": 1000000675,
        "requested_for_id": 1000000670,
        "responder_id": null,
        "source": 2,
        "status": 2,
        "subject": "Support Needed...",
        "description": "<div>Details about the issue...</div>",
        "description_text": "Details about the issue...",
        "category": null,
        "sub_category": null,
        "item_category": null,
        "resolution_notes": null,
        "resolution_notes_html": null,
        "custom_fields": {
            "custom_text": "This is a custom text box",
            "auto_checkbox": null
        },
        "id": 1,
        "type": "Incident",
        "to_emails": null,
        "department_id": null,
        "is_escalated": false,
        "tags": [
            "hello",
            "how",
            "are",
            "you",
            "now"
        ],
        "due_by": "2017-09-09T04:04:28+05:30",
        "fr_due_by": "2017-09-08T20:04:28+05:30",
        "created_at": "2017-09-08T10:34:28Z",
        "updated_at": "2017-09-11T07:27:07Z",
        "attachments": [],
        "workspace_id": 3
    }
}

Workflow Library Example

Update Ticket with Freshservice and Send Results Via Email

Preview this Workflow on desktop