External DocumentationTo 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 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”. |
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