Actions
Update Ticket
Make changes to the parameters of a ticket, from updating statuses to changing ticket type.
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
Workflow Library Example
Update Ticket with Freshservice and Send Results Via Email
Preview this Workflow on desktop
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