Freshservice (Preview)

Freshservice (Preview)

Freshservice is a cloud-based IT service desk and service management solution that's easy to set up and use, to transform employee experience across the organization.

This connector is available in the following products and regions:

Service Class Regions
Logic Apps Standard All Logic Apps regions except the following:
     -   Azure Government regions
     -   Azure China regions
Flow Premium All Flow regions except the following:
     -   US Government (GCC)
PowerApps Premium All PowerApps regions except the following:
     -   US Government (GCC)

Throttling Limits

Name Calls Renewal Period
API calls per connection 100 60 seconds
Frequency of trigger polls 1 120 seconds

Creating a connection

To connect your account, you will need the following information:

Username
string
The username for this api
Password
securestring
The password for this api
Site url
string
Root site url (Example: https://sample.freshservice.com )

Actions

Add a note to a ticket

Add a private or public note to a ticket.

Required Parameters

Ticket Id
integer
The ticket id to update.
Note
string
The note to be added to the ticket.

Optional Parameters

Is Private
boolean
Set to true if message is private.

Returns

Create a ticket

Create a ticket.

Required Parameters

Requester Id
integer
User-id of the requester. For existing contacts, requester_id can be passed instead of email.
Subject
string
The subject of the ticket.
Status
string
Status of the ticket.
Priority
string
The priority of the ticket (such as Low, Medium, or High).
Description
string
The description of the ticket.

Optional Parameters

Urgency
string
Urgency of the problem (such as Low, Medium or High).
Impact
string
Impact of the problem (such as Low, Medium or High).
Source
string
The channel through which the ticket was created.

Returns

helpdesk_ticket
Ticket_Response
Create a ticket.

Update a ticket

Update a ticket (only specified values will be updated).

Required Parameters

Ticket Id
integer
The ticket id to update.

Optional Parameters

Requester Id
integer
User-id of the requester. For existing contacts, requester_id can be passed instead of email.
Subject
string
The subject of the ticket.
Status
string
Status of the ticket.
Priority
string
The priority of the ticket (such as Low, Medium, or High).
Urgency
string
Urgency of the problem (such as Low, Medium or High).
Impact
string
Impact of the problem (such as Low, Medium or High).
Source
string
The channel through which the ticket was created.

Returns

Triggers

When a ticket is created

Triggers when a new ticket is created.

Returns

Definitions

Ticket_Response

Associated Asset Id
integer
Id of the asset associated to the ticket.
Associated Change Cause Id
integer
Id of the change causing the ticket.
Associated Change Id
integer
Id of the associated change to the problem.
Associated Problem Id
integer
Id of the associated problem to the ticket.
Created At Date-Time
date-time
yyyy-MM-ddTHH:mm:ss.fffZ
Department Id
string
Department Name
string
Name of the department.
Description
string
Description of the problem.
Description HTML
string
HTML content of the ticket. Description and description_html should not be passed together.
Due By Date-Time
date-time
yyyy-MM-ddTHH:mm:ss.fffZ
Group Id
integer
Id of Group to which the ticket is assigned.
Id
integer
Unique Id of the ticket.
Impact
integer
A number representing the impact of the problem.
Impact Name
string
Impact of the problem.
Is Deleted
boolean
Set as true if the ticket is deleted/trashed. Deleted tickets will not be considered in any views except 'deleted' filter.
Is Escalated
boolean
Set to true if an escalation was sent.
Owner Id
string
Id of the agent to whom the problem is assigned.
Priority
integer
A number representing the priority of the ticket.
Priority Name
string
Priority of the ticket.
Requester Id
integer
User-id of the requester. For existing contacts, requester_id can be passed instead of email.
Responder Id
integer
Id of the agent to whom the ticket is assigned.
Responder Name
string
Name of the agent to whom the ticket is assigned.
Source
integer
A number representing the channel through which the ticket was created.
Source Name
string
The channel through which the ticket was created.
Spam
boolean
Set as true if the ticket is marked as spam.
Status
integer
A number representing the status of the ticket.
Status Name
string
Status of the ticket.
Subject
string
Ticket subject.
Ticket Id
integer
Ticket Id specific to your account.
Ticket Type
string
Type property field as defined in ticket fields.
To Email
string
Email address to which the incoming ticket email was sent.
To Emails
array of string
Email addresses to which the incoming ticket email was sent.
Updated At Date-Time
date-time
yyyy-MM-ddTHH:mm:ss.fffZ
Urgency
integer
A number representing the urgency of the problem.
Urgency Name
string
Urgency of the problem.

UpdateTicket_Response

Associated Asset Id
integer
Id of the asset associated to the ticket.
Associated Change Cause Id
integer
Id of the change causing the ticket.
Associated Change Id
integer
Id of the associated change to the problem.
Associated Problem Id
integer
Id of the associated problem to the ticket.
Department Name
string
Name of the department.
Description
string
Description of the ticket.
Description HTML
string
HTML content of the ticket. Description and description_html should not be passed together.
Impact Name
string
Impact of the problem.
Is Deleted
boolean
Set as true if the ticket is deleted/trashed. Deleted tickets will not be considered in any views except 'deleted' filter.
Priority Name
string
Priority of the ticket.
Responder Name
string
Name of the agent to whom the ticket is assigned.
Source Name
string
The channel through which the ticket was created.
Status Name
string
Status of the ticket.
Subject
string
Ticket subject.
Ticket Id
integer
Ticket Id specific to your account.
To Emails
array of string
Email addresses to which the incoming ticket email was sent.
Urgency Name
string
Urgency of the problem.

AddNote_Response

Body
string
Content of the note in plain text.
Body HTML
string
Content of the note in HTML format. Either body or body_html has to be passed.
Created At Date-Time
date-time
yyyy-MM-ddTHH:mm:ss.fffZ
Id
integer
Unique Id of the note.
Is Deleted
boolean
Set as true if the ticket is deleted/trashed. Deleted tickets will not be considered in any views except 'deleted' filter.
Private
boolean
Set as true if the note is private.
Source
integer
A number representing the channel through which the ticket was created.
Updated At Date-Time
date-time
yyyy-MM-ddTHH:mm:ss.fffZ
User Id
integer
User_id of the agent who is adding the note.
attachments
array of string