Freshservice Toolkit

The Freshservice Toolkit is a workflow node. Its tools include Freshservice Get Tickets, Freshservice Get Ticket, Freshservice Create Ticket, and Freshservice Update Ticket, plus 9 more listed below. Create a connection before you use any of these tools. Type @ in a field when the value should come from an earlier step.

Authentication

Create a Freshservice connection before you use any of these tools. Set it up on the first Freshservice node.

1. On the node, open Connection.
2. Click + New.
3. Enter a Connection Name.
4. Sign in at freshservice.com and open your portal.
5. Open your profile picture, then Profile Settings.
6. Copy the API key under Delegate Approvals, and paste it into API Key.
7. Enter the portal URL in Base URL, for example https://yourdomain.freshservice.com.
8. You can enter Username and Password instead of an API key.
9. Select the new connection in Select saved connection.

Other nodes for this toolkit in the same workflow reuse that connection. To use another connection on one node, choose Configure different connection for this step. Enter token manually saves the same credentials on that node instead of a saved connection.

Tools

Freshservice Get Tickets

Runs the freshservice get tickets tool.

Field	Required	Description
Per Page	No	Results per page (max 100). Default is 30.
Page	No	Page number. Default is 1.
Order By	No	Field to order by. Allowed values: created_at, due_by, updated_at, status. Default is created_at. Type @ to select a variable.
Order Type	No	Sort direction. Allowed values: asc, desc. Default is desc. Type @ to select a variable.

Freshservice Get Ticket

Runs the freshservice get ticket tool.

Field	Required	Description
Ticket ID	Yes	The Freshservice ticket ID.

Freshservice Create Ticket

Runs the freshservice create ticket tool.

Field	Required	Description
Subject	Yes	Ticket subject / title. Type @ to select a variable.
Description	Yes	HTML or plain-text description of the ticket. Type @ to select a variable.
Email	No	Requester email address. Default is null. Type @ to select a variable.
Requester ID	No	Requester ID (alternative to email). Default is null.
Priority	No	1=Low, 2=Medium, 3=High, 4=Urgent. Allowed values: 1, 2, 3, 4. Default is 1.
Status	No	2=Open, 3=Pending, 4=Resolved, 5=Closed. Allowed values: 2, 3, 4, 5. Default is 2.
Type	No	Ticket type (e.g. Incident, Service Request). Default is null. Type @ to select a variable.
Group ID	No	ID of the agent group to assign the ticket to. Default is null.
Responder ID	No	ID of the agent to assign the ticket to. Default is null.
Category	No	Ticket category. Default is null. Type @ to select a variable.
Tags	No	Comma-separated tags. Default is null. Type @ to select a variable.

Freshservice Update Ticket

Runs the freshservice update ticket tool.

Field	Required	Description
Ticket ID	Yes	The Freshservice ticket ID to update.
Subject	No	New subject. Default is null. Type @ to select a variable.
Description	No	New description. Default is null. Type @ to select a variable.
Status	No	2=Open, 3=Pending, 4=Resolved, 5=Closed. Default is null.
Priority	No	1=Low, 2=Medium, 3=High, 4=Urgent. Default is null.
Group ID	No	Agent group ID. Default is null.
Responder ID	No	Agent ID to assign. Default is null.
Category	No	Ticket category. Default is null. Type @ to select a variable.
Tags	No	Comma-separated tags (replaces existing). Default is null. Type @ to select a variable.

Freshservice Get Conversations

Runs the freshservice get conversations tool.

Field	Required	Description
Ticket ID	Yes	Ticket ID to get conversations for.

Freshservice Add Note

Runs the freshservice add note tool.

Field	Required	Description
Ticket ID	Yes	Ticket ID to add a note to.
Body	Yes	Note body (HTML supported). Type @ to select a variable.
Private	No	True for internal note, False for public. Default is true.

Freshservice Add Reply

Runs the freshservice add reply tool.

Field	Required	Description
Ticket ID	Yes	Ticket ID to reply to.
Body	Yes	Reply body (HTML supported). Sent as email to the requester. Type @ to select a variable.

Freshservice Get Groups

Runs the freshservice get groups tool.

Field	Required	Description
—	—	This tool has no input fields.

Freshservice Get Agents

Runs the freshservice get agents tool.

Field	Required	Description
Per Page	No	Results per page (max 100). Default is 30.

Freshservice Get Requesters

Runs the freshservice get requesters tool.

Field	Required	Description
Per Page	No	Results per page (max 100). Default is 30.
Page	No	Page number. Default is 1.

Freshservice Get Requester

Runs the freshservice get requester tool.

Field	Required	Description
Requester ID	Yes	The requester ID.

Freshservice Search Tickets

Runs the freshservice search tickets tool.

Field	Required	Description
Query	Yes	Freshservice filter query string. Example: "status:2 AND priority:3" or "category:'Hardware' AND status:2". Type @ to select a variable.
Page	No	Page number. Default is 1.

Freshservice Custom API Call

Runs the freshservice custom api call tool.

Field	Required	Description
Method	Yes	HTTP method (GET, POST, PUT, DELETE). Allowed values: GET, POST, PUT, DELETE, PATCH. Type @ to select a variable.
Path	Yes	API path relative to /api/v2/ (e.g. 'assets', 'problems', 'changes'). Type @ to select a variable.
Body	No	JSON body as a string (for POST/PUT/PATCH). Default is null. Type @ to select a variable.
Query Params	No	Query parameters as JSON string (e.g. '{"per_page": 10}'). Default is null. Type @ to select a variable.

Related

Agents can use this integration from chat. See Freshservice.

See all integrations on the toolkits overview.