Freshservice Connector

Freshservice is a cloud-based IT service management platform that streamlines IT operations, automates workflows, and improves service delivery for organizations. This component allows managing tickets, problems, agents, assets, and other IT service resources.

API Documentation

This component was built using the Freshservice API v2.0.

Connections

API Key

Authenticate requests using an API key.

To authenticate with Freshservice, an API key is required.

Prerequisites

• A Freshservice account with API access enabled
• The Freshservice domain name (e.g., if the Freshservice URL is https://example.freshservice.com, the domain is example)

Setup Steps

1. Log in to the Freshservice Support Portal
2. Click the profile picture in the top-right corner of the portal
3. Navigate to Profile Settings
4. The API key is available below the Delegate Approvals section on the right side of the page
5. Copy the API Key

For more details, refer to the Freshservice API key documentation.

Configure the Connection

Create a connection of type API Key and configure the following fields:

• Freshservice Domain: Enter only the domain name of the Freshservice account. For example, if the Freshservice URL is https://example.freshservice.com, enter example.
• API Key: Enter the API key obtained from the profile settings page.

Input	Comments	Default
Freshservice Domain	The domain name of the Freshservice account. For example, if the Freshservice URL is https://example.freshservice.com, enter example.
API Key	The Freshservice API key for authentication.

Triggers

New and Updated Tickets

Checks for new and updated tickets in Freshservice on a configured schedule.

Input	Comments	Default
Connection	The Freshservice connection to use.
Show New Records	When true, includes newly created tickets in the results.	true
Show Updated Records	When true, includes updated tickets in the results.	true

Actions

Create Agent

Creates a new agent in Freshservice.

Input	Comments	Default
Connection	The Freshservice connection to use.
First Name	The given name of the agent.
Email	The primary email address used to identify the agent.
Roles	Roles of the agent. An array of hashes. See Freshservice API documentation for more information.
Last Name	The family name of the agent.
Address	The physical or mailing address of the agent.
Occasional	When true, marks the agent as an occasional (part-time) agent rather than full-time.	false
Job Title	The role or position held by the agent.
Work Phone Number	The office or desk phone number for the agent.
Mobile Phone Number	The cell phone number for the agent.
Department IDs	Unique IDs of the departments associated with the agent.
Can See All Tickets From Associated Departments	When true, allows the agent to view tickets filed by other members of associated departments.	false
Additional Fields	A JSON object of additional fields not covered by the standard inputs. See Freshservice API documentation for more information.

Create Asset

Creates a new asset in Freshservice.

Input	Comments	Default
Connection	The Freshservice connection to use.
Name	The display name used to identify the asset.
Asset Type ID	The unique identifier for the asset type classification.
Asset Tag	The tracking label assigned to the asset for inventory purposes.
Impact	The business impact level if the asset becomes unavailable.
Usage Type	Whether the asset is permanently assigned or a loaner.
Description	A detailed summary of the asset specifications or purpose.
Location ID	The unique identifier for the location where the asset is assigned.
Agent ID	The unique identifier for the agent managing the asset.
Department ID	The unique identifier for the department assigned to the asset.
Group ID	The unique identifier for the agent group managing the asset.
Workspace ID	The unique identifier for the workspace the asset belongs to. Defaults to the primary workspace if not provided. Applicable only to accounts on Employee Support Mode.
Additional Fields	A JSON object of additional fields not covered by the standard inputs. See Freshservice API documentation for more information.

Create Problem

Creates a new problem in Freshservice.

Input	Comments	Default
Connection	The Freshservice connection to use.
Subject	The brief summary line describing the problem.
Email	The email address of the person who reported the problem.
Description	The HTML body content with details about the problem.
Due By	The timestamp when the problem resolution is expected. Format: ISO 8601 (e.g., 2020-07-20T16:18:46Z).
Priority	The urgency level that determines the problem's resolution order.
Status	The current lifecycle stage of the problem.
Impact	The scope of business disruption caused by the problem.
Category	The classification group for the problem (e.g., Hardware, Software).
Sub Category	The secondary classification within the problem's category.
Item Category	The specific item type within the sub-category.
Additional Fields	A JSON object of additional fields not covered by the standard inputs. See Freshservice API documentation for more information.

Create Requester

Creates a new requester in Freshservice.

Input	Comments	Default
Connection	The Freshservice connection to use.
First Name	The given name of the requester.
Primary Email	The main email address used to contact the requester.
Last Name	The family name of the requester.
Job Title	The role or position held by the requester.
Work Phone Number	The office or desk phone number for the requester.
Mobile Phone Number	The cell phone number for the requester.
Reporting Manager ID	The unique identifier for the supervisor of the requester.
Secondary Emails	Additional/secondary emails associated with the requester. Array of email addresses.
Department IDs	Unique IDs of the departments associated with the requester. Array of ID numbers.
Address	The physical or mailing address of the requester.
Additional Fields	A JSON object of additional fields not covered by the standard inputs. See Freshservice API documentation for more information.

Create Service Request

Creates a new service request in Freshservice.

Input	Comments	Default
Connection	The Freshservice connection to use.
Display ID	The unique identifier for the service catalog item to request.
Quantity	The number of items to include in the service request.
Email	The email address of the requester. If omitted, the request is created on behalf of the authenticated agent.
Requested For	The email address of the person on whose behalf the service request is created.
Additional Fields	A JSON object of additional fields not covered by the standard inputs. See Freshservice API documentation for more information.

Create Software

Creates a new software application in Freshservice.

Input	Comments	Default
Connection	The Freshservice connection to use.
Name	The display name used to identify the software application.
Description	A summary of the software's purpose and capabilities.
Application Type	The deployment model of the software (Desktop, SaaS, or Mobile).
Status	The current lifecycle stage of the software in the organization.
Managed By ID	ID of the user managing the software (must be a user in Freshservice).
Notes	Free-text remarks or additional context about the software.
Category	The classification group for the software (e.g., service desk application).
Source	The origin system from where the software details were imported or updated.
Workspace ID	The unique identifier for the workspace the software belongs to. Defaults to the primary workspace if not provided. Applicable only to accounts on Employee Support Mode.
Additional Fields	A JSON object of additional fields not covered by the standard inputs. See Freshservice API documentation for more information.

Create Ticket

Creates a new ticket in Freshservice.

Input	Comments	Default
Connection	The Freshservice connection to use.
Description	The HTML body content displayed in the ticket detail view.
Subject	The brief summary line shown in ticket listings.
Email	The email address of the person who submitted the ticket.
Priority	The urgency level that determines the ticket's resolution order.
Status	The current lifecycle stage of the ticket.
CC Emails	Email addresses added in the 'cc' field of the incoming ticket email. The value should be an array of strings.
Workspace ID	The unique identifier for the workspace the ticket belongs to.
Additional Fields	A JSON object of additional fields not covered by the standard inputs. See Freshservice API documentation for more information.

Deactivate Agent

Deactivates an agent by ID.

Input	Comments	Default
Connection	The Freshservice connection to use.
Agent ID	Unique ID of the agent to deactivate.

Deactivate Requester

Deactivates a requester by ID.

Input	Comments	Default
Connection	The Freshservice connection to use.
Requester ID	Unique ID of the requester to deactivate.

Delete Asset

Deletes an asset by display ID.

Input	Comments	Default
Connection	The Freshservice connection to use.
Asset Display ID	Display ID of the asset to delete.

Delete Problem

Deletes a problem by ID.

Input	Comments	Default
Connection	The Freshservice connection to use.
Problem ID	ID of the Problem to delete.

Delete Software

Deletes a software application by ID.

Input	Comments	Default
Connection	The Freshservice connection to use.
Application ID	Unique ID of the software to delete.

Delete Ticket

Deletes a ticket by ID.

Input	Comments	Default
Connection	The Freshservice connection to use.
Ticket ID	ID of the ticket to delete.

Forget Agent

Permanently removes an agent and associated data.

Input	Comments	Default
Connection	The Freshservice connection to use.
Agent ID	Unique ID of the agent to forget.

Get Agent

Retrieves details of an agent by ID.

Input	Comments	Default
Connection	The Freshservice connection to use.
Agent ID	The unique identifier for the agent.

Get Asset

Retrieves details of an asset by display ID.

Input	Comments	Default
Connection	The Freshservice connection to use.
Asset Display ID	Display ID of the asset to retrieve.

Get Problem

Retrieves details of a problem by ID.

Input	Comments	Default
Connection	The Freshservice connection to use.
Problem ID	The unique identifier for the problem.

Get Requester

Retrieves details of a requester by ID.

Input	Comments	Default
Connection	The Freshservice connection to use.
Requester ID	The unique identifier for the requester.

Get Software

Retrieves details of a software application by ID.

Input	Comments	Default
Connection	The Freshservice connection to use.
Application ID	Unique ID of the software to retrieve.

Get Ticket

Retrieves details of a ticket by ID.

Input	Comments	Default
Connection	The Freshservice connection to use.
Ticket ID	ID of the ticket to retrieve.
Additional Query Parameters	Key-value pairs appended to the request URL for filtering or other API options.

Get Workspace

Retrieves details of a workspace by ID.

Input	Comments	Default
Connection	The Freshservice connection to use.
Workspace ID	The unique identifier for the workspace.
Additional Query Parameters	Key-value pairs appended to the request URL for filtering or other API options.

List Agents

Returns a list of all agents.

Input	Comments	Default
Connection	The Freshservice connection to use.
Fetch All	When true, automatically fetches all pages of results.	false
Items Per Page	The maximum number of results to return per page. Maximum is 100.
Page Number	The 1-based page number to return.
Additional Query Parameters	Key-value pairs appended to the request URL for filtering or other API options.

List Assets

Returns a list of all assets.

Input	Comments	Default
Connection	The Freshservice connection to use.
Fetch All	When true, automatically fetches all pages of results.	false
Items Per Page	The maximum number of results to return per page. Maximum is 100.
Page Number	The 1-based page number to return.
Additional Query Parameters	Key-value pairs appended to the request URL for filtering or other API options.

List Problems

Returns a list of all problems.

Input	Comments	Default
Connection	The Freshservice connection to use.
Fetch All	When true, automatically fetches all pages of results.	false
Items Per Page	The maximum number of results to return per page. Maximum is 100.
Page Number	The 1-based page number to return.
Additional Query Parameters	Key-value pairs appended to the request URL for filtering or other API options.

List Requesters

Returns a list of all requesters.

Input	Comments	Default
Connection	The Freshservice connection to use.
Fetch All	When true, automatically fetches all pages of results.	false
Items Per Page	The maximum number of results to return per page. Maximum is 100.
Page Number	The 1-based page number to return.
Additional Query Parameters	Key-value pairs appended to the request URL for filtering or other API options.

List Software

Returns a list of all software applications.

Input	Comments	Default
Connection	The Freshservice connection to use.

List Tickets

Returns a list of all tickets.

Input	Comments	Default
Connection	The Freshservice connection to use.
Filter	The predefined view used to narrow down the ticket list.
Fetch All	When true, automatically fetches all pages of results.	false
Items Per Page	The maximum number of results to return per page. Maximum is 100.
Page Number	The 1-based page number to return.
Additional Query Parameters	Key-value pairs appended to the request URL for filtering or other API options.

List Workspaces

Returns a list of all workspaces.

Input	Comments	Default
Connection	The Freshservice connection to use.
Fetch All	When true, automatically fetches all pages of results.	false
Items Per Page	The maximum number of results to return per page. Maximum is 100.
Page Number	The 1-based page number to return.
Additional Query Parameters	Key-value pairs appended to the request URL for filtering or other API options.

Move Asset

Moves an asset to a different workspace.

Input	Comments	Default
Connection	The Freshservice connection to use.
Asset Display ID	Display ID of the asset to move.
Workspace ID	ID of the workspace to move the asset to.
Group ID	ID of the new asset group.
Agent ID	ID of the new asset agent.

Move Problem

Moves a problem to a different workspace.

Input	Comments	Default
Connection	The Freshservice connection to use.
Problem ID	ID of the Problem to move.
Workspace ID	The unique identifier for the target workspace.
Group ID	The unique identifier for the agent group to assign the problem to.
Owner ID	The unique identifier for the agent to assign as the problem owner.

Move Software

Moves a software application to a different workspace.

Input	Comments	Default
Connection	The Freshservice connection to use.
Application ID	Unique ID of the software to move.
Workspace ID	ID of the workspace to move the software to.

Move Ticket

Moves a ticket to a different workspace.

Input	Comments	Default
Connection	The Freshservice connection to use.
Ticket ID	ID of the ticket to move.
Workspace ID	ID of the workspace to move the ticket to.
Group ID	The unique identifier for the agent group to assign the ticket to.
Responder ID	The unique identifier for the agent to assign as the ticket responder.

Raw Request

Sends a raw HTTP request to the Freshservice API.

Input	Comments	Default
Connection	The Freshservice connection to use.
URL	The path to append to the base URL. The base URL (https://.freshservice.com/api/v2) is already included. For example, to reach https://.freshservice.com/api/v2/problems, enter /problems.
Method	The HTTP method to use.
Data	The HTTP body payload to send to the URL.
Form Data	The Form Data to be sent as a multipart form upload.
File Data	File Data to be sent as a multipart form upload.
File Data File Names	File names to apply to the file data inputs. Keys must match the file data keys above.
Query Parameter	A list of query parameters to send with the request. This is the portion at the end of the URL similar to ?key1=value1&key2=value2.
Header	A list of headers to send with the request.
Response Type	The type of data you expect in the response. You can request json, text, or binary data.	json
Timeout	The maximum time that a client will await a response to its request
Retry Delay (ms)	The delay in milliseconds between retries. This is used when 'Use Exponential Backoff' is disabled.	0
Retry On All Errors	If true, retries on all erroneous responses regardless of type. This is helpful when retrying after HTTP 429 or other 3xx or 4xx errors. Otherwise, only retries on HTTP 5xx and network errors.	false
Max Retry Count	The maximum number of retries to attempt. Specify 0 for no retries.	0
Use Exponential Backoff	Specifies whether to use a pre-defined exponential backoff strategy for retries. When enabled, 'Retry Delay (ms)' is ignored.	false

Search Asset

Searches for assets matching a query.

Input	Comments	Default
Connection	The Freshservice connection to use.
Search Query	The filter expression to search assets. Supported fields are name, asset_tag, and serial_number.
Additional Query Parameters	Key-value pairs appended to the request URL for filtering or other API options.

Update Agent

Updates an existing agent.

Input	Comments	Default
Connection	The Freshservice connection to use.
Agent ID	Unique ID of the agent to update.
Email	The primary email address used to identify the agent.
Roles	Roles of the agent. An array of hashes. See Freshservice API documentation for more information.
Scoreboard Level ID	The Arcade gamification level assigned to the agent.
Address	The physical or mailing address of the agent.
Occasional	When true, marks the agent as an occasional (part-time) agent rather than full-time.
Signature	Signature of the agent in HTML format.
Department IDs	Unique IDs of the departments associated with the agent.
Can See All Tickets From Associated Departments	When true, allows the agent to view tickets filed by other members of associated departments.
Additional Fields	A JSON object of additional fields not covered by the standard inputs. See Freshservice API documentation for more information.

Update Asset

Updates an existing asset.

Input	Comments	Default
Connection	The Freshservice connection to use.
Asset Display ID	The unique display identifier for the asset.
Name	The display name used to identify the asset.
Asset Type ID	The unique identifier for the asset type classification.
Asset Tag	The tracking label assigned to the asset for inventory purposes.
Impact	The business impact level if the asset becomes unavailable.
Usage Type	Whether the asset is permanently assigned or a loaner.
Description	A detailed summary of the asset specifications or purpose.
Location ID	The unique identifier for the location where the asset is assigned.
Agent ID	The unique identifier for the agent managing the asset.
Department ID	The unique identifier for the department assigned to the asset.
Group ID	The unique identifier for the agent group managing the asset.
Additional Fields	A JSON object of additional fields not covered by the standard inputs. See Freshservice API documentation for more information.

Update Problem

Updates an existing problem.

Input	Comments	Default
Connection	The Freshservice connection to use.
Problem ID	ID of the Problem to update.
Subject	The brief summary line describing the problem.
Email	The email address of the person who reported the problem.
Description	The HTML body content with details about the problem.
Due By	The timestamp when the problem resolution is expected. Format: ISO 8601 (e.g., 2020-07-20T16:18:46Z).
Priority	The urgency level that determines the problem's resolution order.
Status	The current lifecycle stage of the problem.
Impact	The scope of business disruption caused by the problem.
Category	The classification group for the problem (e.g., Hardware, Software).
Sub Category	The secondary classification within the problem's category.
Item Category	The specific item type within the sub-category.
Additional Fields	A JSON object of additional fields not covered by the standard inputs. See Freshservice API documentation for more information.

Update Requester

Updates an existing requester.

Input	Comments	Default
Connection	The Freshservice connection to use.
Requester ID	Unique ID of the requester to update.
First Name	The given name of the requester.
Primary Email	The main email address used to contact the requester.
Last Name	The family name of the requester.
Job Title	The role or position held by the requester.
Work Phone Number	The office or desk phone number for the requester.
Mobile Phone Number	The cell phone number for the requester.
Reporting Manager ID	The unique identifier for the supervisor of the requester.
Secondary Emails	Additional/secondary emails associated with the requester. Array of email addresses.
Department IDs	Unique IDs of the departments associated with the requester. Array of ID numbers.
Address	The physical or mailing address of the requester.
Additional Fields	A JSON object of additional fields not covered by the standard inputs. See Freshservice API documentation for more information.

Update Software

Updates an existing software application.

Input	Comments	Default
Connection	The Freshservice connection to use.
Application ID	The unique identifier for the software application.
Name	The display name used to identify the software application.
Description	A summary of the software's purpose and capabilities.
Application Type	The deployment model of the software (Desktop, SaaS, or Mobile).
Status	The current lifecycle stage of the software in the organization.
Managed By ID	ID of the user managing the software (must be a user in Freshservice).
Notes	Free-text remarks or additional context about the software.
Category	The classification group for the software (e.g., service desk application).
Source	The origin system from where the software details were imported or updated.
Additional Fields	A JSON object of additional fields not covered by the standard inputs. See Freshservice API documentation for more information.

Update Ticket

Updates an existing ticket.

Input	Comments	Default
Connection	The Freshservice connection to use.
Ticket ID	ID of the ticket to update.
Priority	The urgency level that determines the ticket's resolution order.
Status	The current lifecycle stage of the ticket.
Source	The channel through which the ticket was created.
Bypass Mandatory	To bypass mandatory fields check while updating the ticket except for requester_id, source. Any business rules trying to mandate certain fields will also be bypassed. All fields configured as mandatory upon closing or resolving the ticket will be skipped while updating the ticket. This can only be passed by an admin.
Additional Fields	A JSON object of additional fields not covered by the standard inputs. See Freshservice API documentation for more information.