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. |
Parameter | Description |
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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”. |