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Make changes to the parameters of a ticket, from updating statuses to changing ticket type.
External DocumentationTo learn more, visit the Freshservice documentation.

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Basic Parameters

ParameterDescription
PriorityPriority 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.
SourceThe channel through which the ticket was created.
StatusStatus of the ticket.
Ticket IDID of the ticket to update.

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Advanced Parameters

ParameterDescription
CategoryCategory of the ticket.
Group IDID 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 CategoryThe item category.
NameName of the requester.
PhonePhone number of the requester. If no contact exists with this phone number in Freshservice, it will be added as a new contact.
Responder IDID of the agent to whom the ticket has been assigned.
Sub-CategorySub-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.
TagsA Comma-separated list of Tags that have been associated with the ticket e.g “tag1”,“tag2”,“tag3”.

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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
	}
}

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Workflow Library Example

Update Ticket with Freshservice and Send Results Via Email
Workflow LibraryPreview this Workflow on desktop