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Freshservice

Help Desk

Run IT service management from a workflow with Freshservice: raise, read, search, update, reply to and delete tickets, add private notes and break work into tasks, and manage the requesters, agents, groups, departments and locations behind them. Connect it with the API key from an agent's own profile (a requester has none) and the account's *.freshservice.com domain.

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20 actions

Actions

Steps your workflow can run in Freshservice.

Create a ticketRaise a ticket in Freshservice for a requester.
Get a ticketRead one Freshservice ticket by its ID.
List ticketsList tickets from the past 30 days, or older ones with 'Updated since'.
Search ticketsFind tickets with a Freshservice filter query, such as status:2 AND priority:4.
Update a ticketChange a Freshservice ticket's status, priority, assignment or fields.
Delete a ticketDelete a Freshservice ticket. It goes to the deleted view rather than disappearing, and can be restored there.
Reply to a ticketSend a public reply on a ticket. Freshservice emails it to the requester.
Add a note to a ticketAdd a note to a ticket. Notes are private to agents unless you say otherwise, and do not email the requester.
List a ticket's conversationsList every reply and note on a Freshservice ticket.
Add a task to a ticketBreak a Freshservice ticket into a task somebody can own.
List a ticket's tasksList the tasks on a Freshservice ticket.
Create a requesterAdd somebody who can raise tickets. Needs a first name and one of email, work phone or mobile phone.
Get a requesterRead one Freshservice requester by their ID.
List requestersFind requesters by email, phone number or a search query.
Update a requesterChange a Freshservice requester's details.
List agentsList the agents who work on tickets. Needs an API key whose agent may manage agents.
Get an agentRead one Freshservice agent by their ID.
List agent groupsList the agent groups tickets can be assigned to.
List departmentsList the departments requesters and tickets belong to.
List locationsList the sites people and assets belong to.

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