Fresh Service
App Vendor: Fresh Service
App Category: Case Management or Ticket Management
Connector Version: 1.0.0
API Version: v2
About App
Freshservice is a cloud-based IT help desk and service management solution that enables organizations to simplify their IT operations. Freshservice offers a ticketing system, self-service portal, and a knowledge base.
The Freshservice app is configured with Orchestrate to perform the following actions:
Action Name | Description |
|---|---|
Create a Ticket | This action creates a new ticket. |
View a Ticket | The action helps to view a ticket. |
Update a Ticket | This action updates a ticket. |
List Tickets | This action retrieves the list of tickets. |
Filter Tickets | The action filters tickets based on the input parameters. |
Create a Child Ticket | This action creates a child ticket under a parent ticket. |
List All Ticket Fields | This action retrieves the list of all ticket fields. |
Get Ticket Activities | The action returns a ticket's activities. |
Create a Task | This action creates a new task. |
View a Task | The action helps to view a task. |
Update a Task | This action updates a task. |
List All Tasks for a Ticket | This action retrieves a list of tasks associated with a ticket. |
Delete a Task | The action deletes a task. |
Create a Reply | This action creates a reply to a ticket. |
Create a Note | This action creates a note for a ticket. |
List All Conversations of a Ticket | The action lists all conversations of a ticket. |
Configuration Parameters
The following configuration parameters are required for the Freshservice application to communicate with the Freshservice enterprise application. The parameters can be configured by creating instances in the Freshservice application.
Parameter | Description | Field Type | Required/Optional | Comments |
|---|---|---|---|---|
Base URL | Enter the base URL. Example: "https://domain.freshservice.com" | Text | Required | |
API Key | Enter the API key. Example: "aT1xxxx5rzs" | Password | Required |
Action: Create a Ticket
This action creates a new ticket.
Action Input Parameters
Parameter | Description | Field Type | Required/Optional | Comments |
|---|---|---|---|---|
Requester ID | Enter the requester ID. Example: 124 | Integer | Required | If the requester's name is not present in the existing contacts, then you can enter the requester's email ID. |
Enter the email address of the requester. Example: "sampleemail@example.com" | Text | Required | ||
Phone | Enter the phone number of the requester. Example: "1543222213" | Text | Required | |
Status | Enter the status of the ticket. Example: 4 | Integer | Required | Allowed values:
|
Priority | Enter the priority of the ticket. Example: 3 | Integer | Required | Allowed values:
|
Source | Enter the source through which the ticket was created. Example: 4 | Integer | Required | Allowed values:
Default value: 2 |
Name | Enter the name of the requester. Example: "John Doe" | Text | Optional | |
Extra Params | Enter the extra parameters. | Key Value | Optional | Allowed keys:
|
Example Request
[
{
"requester_id": 1234,
"email": "SampleEmail@email.com",
"phone": "998765432",
"status": 2,
"priority": 2,
"source": 7,
"name": "John Doe"
}
]Action: View a Ticket
The action helps to view a ticket.
Action Input Parameters
Parameter | Description | Field Type | Required/Optional | Comments |
|---|---|---|---|---|
Ticket ID | Enter the ticket ID. Example: 12345 | Integer | Required | You can retrieve the Ticket ID using the List Tickets action or the Filter Tickets action. |
Example Request
[
{
"ticket_id": 12345
}
]Action: Update a Ticket
This action updates a ticket.
Action Input Parameters
Parameter | Description | Field Type | Required/Optional | Comments |
|---|---|---|---|---|
Ticket ID | Enter the Ticket ID. Example: 123 | Integer | Required | You can retrieve the Ticket ID using the List Tickets action or the Filter Tickets action. |
Status | Enter the status of the ticket. Example: 4 | Integer | Required | Allowed values:
|
Priority | Enter the priority of the ticket. Example: 2 | Integer | Required | Allowed values:
|
Source | Enter the source through which the ticket was created. Example: 2 | Integer | Optional | Allowed values:
|
Name | Enter the name of the requester. Example: "John Doe" | Text | Optional | |
Description | Enter the description for the ticket. Example: "sample description of ticket." | Text | Optional | |
Enter the email ID of the requester. Example: "samplemail@example.com" | Text | Optional | ||
Extra Params | Enter the extra parameters. | Key Value | Optional | Allowed keys:
|
Example Request
[
{
"ticket_id": 1234,
"status": 2,
"priority": 2,
"source": 7,
"name": "John Doe" ,
"description": "Updating a sample ticket",
"email": "SampleEmail@email.com"
}
]Action: List Tickets
This action lists tickets.
Action Input Parameters
Parameter | Description | Field Type | Required/Optional | Comments |
|---|---|---|---|---|
Filter Name | Enter the filter name. Example: "spam" | Text | Optional | |
Requester ID | Enter the Requester ID. Example: 100 | Integer | Optional | If the requester's name is not present in the existing contacts, then you can enter the requester's email ID. |
Requester Email | Enter the requester email ID. Example: "SampleEmail@example.com" | Text | Optional | |
Per page | Enter the number tickets to be displayed per page. Example: 10 | Integer | Optional | Default value: 20 |
Page | Enter the page number to list. Example: 3 | Integer | Optional | Default value: 1 |
Updated Since | Enter the date to filter the tickets by their last update. Example : "2019-08-17" | Text | Optional | |
Order Type | Enter the sort order type for listing the tickets. Example: "asc" | Text | Optional | Allowed values:
Default value: desc |
Example Request
[
{
"filter_name": "spam",
"requester_id": 1123,
"requester_email": "SampleEmail@email.com",
"per_page": 2,
"page": 2,
"updated_since": "2020-08-17",
"order_type": "asc"
}
]Action: Filter Tickets
The action filters tickets based on the input parameters.
Action Input Parameters
Parameter | Description | Field Type | Required/Optional | Comments |
|---|---|---|---|---|
Query | Enter the query. Example: "priority:>3 and group_id:11 and status:2" | Text | Required | The queries can be combined by and, or. |
Example Request
[
{
"query": "priority:>3 and group_id:11 and status:2"
}
]Action: Create a Child Ticket
This action creates a child ticket under a parent ticket.
Action Input Parameters
Parameter | Description | Field Type | Required/Optional | Comments |
|---|---|---|---|---|
Parent ID | Enter the parent ticket ID. Example: 1 | Integer | Required | |
Requester ID | Enter the requester ID. Example: 100 | Integer | Required | |
Enter the email address of the requester. Example: "SampleEmail@email.com" | Text | Required | ||
Phone | Enter the phone number of the requester. Example: "1546645544" | Text | Required | |
Status | Enter the status of the ticket. Example: 4 | Integer | Required | Allowed values:
|
Priority | Enter the priority of the ticket. Example: 2 | Integer | Required | Allowed values:
|
Source | Enter the source through which the ticket was created. Example: 3 | Integer | Required | Allowed values:
Default value: 2 |
Name | Enter the name of the requester. Example: "John Doe" | Text | Optional | |
Extra Params | Enter the extra parameters. | Key Value | Optional | Allowed keys:
|
Example Request
[
{
"parent_id": 1234,
"requester_id": 1234,
"email": "SampleEmail@email.com",
"phone": "998765432",
"status": 2,
"priority": 2,
"source": 7,
"name": "John Doe"
}
]Action: List all Ticket Fields
The action helps list all ticket fields.
Note: There are no input parameters for this action.
Action: Get Ticket Activities
The action returns a ticket's activities.
Action Input Parameters
Parameter | Description | Field Type | Required/Optional | Comments |
|---|---|---|---|---|
Ticket ID | Enter the ticket ID. Example: 12345 | Integer | Required | You can retrieve the Ticket ID using the List Tickets action or the Filter Tickets action. |
Example Request
[
{
"ticket_id": 12345
}
]Action: Create a Task
This action creates a new task.
Action Input Parameters
Parameter | Description | Field Type | Required/Optional | Comments |
|---|---|---|---|---|
Ticket ID | Enter the ticket ID. Example: 1 | Integer | Required | You can retrieve the Ticket ID using the List Tickets action or the Filter Tickets action. |
Due date | Enter a due date for the task completion. Example: "2020-04-03" | Text | Required | |
Notify before | Enter the time in seconds to receive a notification prior to due date. Example: 800 | Integer | Optional | Allowed values:
Default value: 900 |
Title | Enter a title for the task. Example: "New created task for ticked_id" | Text | Optional | |
Description | Enter a description for the task. Example : "This is a new task created for ticket_id" | Text | Optional | |
Extra Params | Enter the extra parameters. | Key Value | Optional | Allowed keys:
|
Example Request
[
{
"ticket_id": 1234,
"due_date": "2022-05-16",
"notify_before": 800,
"title": "new task created for ID-1234",
"description": "this is a new task for ID-1234"
}
]Action: View a Task
The action helps to view a task.
Action Input Parameters
Parameter | Description | Field Type | Required/Optional | Comments |
|---|---|---|---|---|
Ticket ID | Enter the ticket ID. Example: 1 | Integer | Required | You can retrieve the Ticket ID using the List Tickets action or the Filter Tickets action. |
Task ID | Enter the task ID. Example: 1 | Integer | Required |
Example Request
[
{
"ticket_id": 1234,
"task_id": 1234
}
]Action: Update a Task
This action updates a task.
Action Input Parameters
Parameter | Description | Field Type | Required/Optional | Comments |
|---|---|---|---|---|
Ticket ID | Enter the ticket ID. Example: 1 | Integer | Required | You can retrieve the Ticket ID using the List Tickets action or the Filter Tickets action. |
Task ID | Enter the task ID. Example: 1 | Integer | Required | |
Due date | Enter a due date for the task completion. Example: "2022-04-03" | Text | Optional | |
Notify before | Enter the time in seconds to receive a notification prior to due date. Example: 800 | Integer | Optional | |
Title | Enter the title for the task to update. Example: "Sample title" | Text | Optional | |
Description | Enter the description for the task to update. Example: "Sample description" | Text | Optional | |
Extra Params | Enter the extra parameters. | Key Value | Optional | Allowed keys:
|
Example Request
[
{
"ticket_id": 1234,
"task_id": 1234,
"due_date": "2022-05-16",
"notify_before": 800,
"title": "new task created for ID-1234",
"description": "this is a new task for ID-1234"
}
]Action: List all Tasks for a Ticket
This action lists all tasks for a ticket.
Action Input Parameters
Parameter | Description | Field Type | Required/Optional | Comments |
|---|---|---|---|---|
Ticket ID | Enter the ticket ID. Example: 1234 | Integer | Required | You can retrieve the Ticket ID using the List Tickets action or the Filter Tickets action. |
Example Request
[
{
"ticket_id": 1234
}
]Action: Delete a Task
The action deletes a task.
Action Input Parameters
Parameter | Description | Field Type | Required/Optional | Comments |
|---|---|---|---|---|
Ticket ID | Enter the ticket ID. Example: 1 | Integer | Required | You can retrieve the Ticket ID using the List Tickets action or the Filter Tickets action. |
Task ID | Enter the task ID. Example: 1 | Integer | Required |
Example Request
[
{
"ticket_id": 1234,
"task_id": 1234
}
]Action: Create a Reply
This action helps you create a reply to a ticket.
Action Input Parameters
Parameter | Description | Field Type | Required/Optional | Comments |
|---|---|---|---|---|
Ticket ID | Enter the ticket ID. Example: 1234 | Integer | Required | You can retrieve the Ticket ID using the List Tickets action or the Filter Tickets action. |
Content of Reply | Enter the content of the reply. Example: "This ticket is resolved" | Text | Required | |
From Email | Enter the sender's email address. Example: "johndoe@example.com" | Text | Optional | |
User ID | Enter the user ID. Example: 1234 | Integer | Optional | |
CC Emails | Enter the email IDs that need to be added in the CC field. Example: $LIST[sampleemail@example.com] | List | Optional | |
BCC Emails | Enter the email IDs that need to be added in the BCC field. Example: $LIST[sampleemail@example.com] | List | Optional |
Example Request
[
{
"ticket_id": 1234,
"content_of_reply": "sample reply",
"from_email": "example@example.com",
"user_id": 234,
"cc_emails": ["sampleemail@example.com"],
"bcc_emails": ["sampleemail@example.com"]
}
]Action: Create a Note
This action creates a note for a ticket.
Action Input Parameters
Parameter | Description | Field Type | Required/Optional | Comments |
|---|---|---|---|---|
Ticket ID | Enter the ticket ID. Example: 1 | Integer | Required | You can retrieve the Ticket ID using the List Tickets action or the Filter Tickets action. |
Content of Note | Enter the content for the note. Example: "Sample Note" | Text | Required | |
Incoming | Set this to true if a note should appear as being created from the outside, that is not through the web portal. Example: True | Boolean | Optional | Allowed values:
Default value: False |
User ID | Enter the user ID. Example: 100 | Integer | Optional | |
Notify Emails | Enter the email address of users that need to be notified about the note. Example: $List[sampleemail@example.com] | List | Optional | |
Private | Set this to true if the note is private. Example: True | Boolean | Optional | Allowed values:
Default value: True |
Example Request
[
{
"ticket_id": 1234,
"content_of_note": "sample note",
"incoming": true,
"user_id": 234,
"notify_emails": [sampleemail@example.com],
"private": false
}
]Action: List all Conversations of a Ticket
The action lists all conversations of a ticket.
Action Input Parameters
Parameter | Description | Field Type | Required/Optional | Comments |
|---|---|---|---|---|
Ticket ID | Enter the ticket ID. Example: 1234 | Integer | Required | You can retrieve the Ticket ID using the List Tickets action or the Filter Tickets action. |
Example Request
[
{
"ticket_id": 1234
}
]