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

Retrieves existing and ongoing tickets from Freshservice. Load history once, check for changes on a schedule, or both.

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
Look-back Date	The date the initial sync starts from, in YYYY-MM-DD format. Cannot be a future date. Leave empty to sync the last 7 days. When set, the first recurrence seeds each ticket updated on or after this date once, applying the same record filters every later recurrence applies.

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.
Last Name	The family 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.
Contact Information	Email, phone, and other contact channel details.
Work Phone Number	The office or desk phone number for the agent.
Mobile Phone Number	The cell phone number for 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.
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
Extra Body	A JSON object of additional fields not covered by the standard inputs. See Freshservice API documentation for more information.

Create Asset (Deprecated)

Creates a new asset in Freshservice. Applies to Freshservice accounts created before the March 31, 2026 IT Asset Management release.

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.
Additional Fields	Additional optional fields: includes Asset Tag, Impact, Usage Type, and Description.
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.
Extra Body	A JSON object of additional fields not covered by the standard inputs. See Freshservice API documentation for more information.

Create or Update Asset (ITAM)

Creates an asset, or updates the existing asset that matches the supplied name.

Input	Comments	Default
Connection	The Freshservice connection to use.
Type	The specific type of the asset.
Name	The name of the asset.
Serial Number	The serial number of the asset. Set to d42null to clear the stored value.
Asset Number	The asset number of the asset.
Service Level	The operational status of the asset. Freshservice predefines In Service, Spare and Not in Service, and also accepts a custom value.
In Service	Whether the asset is currently in service. Freshservice expects the strings "yes" or "no" here rather than a boolean.
Device Name	The name of the device this asset is associated with.
Back Connection Type	The type of back connection used by the asset.
Vendor	The name of the vendor that supplied the asset.
Object Category	The existing category used to control access when multitenancy is enabled.
Tags	A comma-separated list of tags to apply to the asset.
Notes	Free-text notes about the asset.
Rack Placement	Rack, starting unit, size, orientation, horizontal position, and mounting depth. Supplying a rack makes Start At and Size mandatory.
Rack	The name of the rack the asset is mounted in.
Rack ID	The unique identifier for the rack the asset is mounted in.
Start At	The starting Rack Unit (U) location for the asset. Required when the asset is added to a rack.
Size	The height of the asset in Rack Units (U). Required when the asset is added to a rack.
Orientation	The mounting orientation. Only "back" has an effect; any other value is ignored by Freshservice.
Where	The specific mounting location within the rack.
Horizontal Position	The horizontal position within a Rack Unit, from 0 to 2520 in increments of 252. Each increment is one tenth of the rack width, so 0 is flush-left and 1260 centers the left edge of the asset. Freshservice names this attribute x_pos on the way in and xpos on the way out.
Depth	The mounting depth of the asset. Freshservice defaults to half.
Extra Body	A JSON object of additional fields not covered by the standard inputs. See Freshservice IT Asset Management API documentation for more information.

Create or Update Device (ITAM)

Creates a device, or updates the existing device that matches the supplied identifier.

Input	Comments	Default
Connection	The Freshservice connection to use.
Name	The name of the device. Required when creating a device. If a device with this name already exists, that record is updated instead.
Device ID	The unique identifier of an existing device to update. Supply this, Serial Number or UUID to update; supply Name instead to create.
Serial Number	The serial number of the device. Values shorter than three characters, and generic values such as 123456789, are silently ignored by Freshservice rather than rejected. Set to d42null to clear the stored value.
UUID	The universally unique identifier of the device. When a matching UUID is found, that record is updated.
Asset Number	The asset number of the device.
Type	The device type.
Physical Subtype ID	The unique identifier for the hardware subtype. Applies only when Type is physical or unknown. System-defined values are 1 (Generic), 2 (Rackable), 3 (Blade), 4 (PDU), 5 (Access Point), 6 (CRAC), 7 (UPS), 8 (TAP), 9 (Branch Circuit Power Meter), 10 (Power Unit), 11 (WorkStation), 12 (ThinClient), 13 (Network Printer), 14 (Laptop) and 15 (Environment Monitor).
In Service	Whether the device is currently in service. Freshservice expects the strings "yes" or "no" here rather than a boolean.
Network Device	Whether the device is a network switch. Freshservice expects the strings "yes" or "no" here rather than a boolean.
Virtual Host	Whether the device is a virtual host. Freshservice expects the strings "yes" or "no" here rather than a boolean.
Data Center	The name of the data center housing the device.
Cost Centers	A comma-separated list of cost center names to associate with the device. These records must already exist. Freshservice names this attribute customers in the API and Cost Centers in the user interface.
Extra Body	A JSON object of additional fields not covered by the standard inputs. See Freshservice IT Asset Management 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.
Categorization	Category, sub-category, and item-category for the record.
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.
Extra Body	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.
Last Name	The family name of the requester.
Primary Email	The main email address used to contact the requester.
Job Title	The role or position held by the requester.
Contact Information	Email, phone, and other contact channel details.
Secondary Emails	Additional/secondary emails associated with the requester. Array of email addresses.
Work Phone Number	The office or desk phone number for the requester.
Mobile Phone Number	The cell phone number for the requester.
Address	The physical or mailing address of the requester.
Reporting Manager ID	The unique identifier for the supervisor of the requester.
Department IDs	Unique IDs of the departments associated with the requester. Array of ID numbers.
Extra Body	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.
Service Item 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.
Extra Body	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).
Managed By ID	ID of the user managing the software (must be a user in Freshservice).
Additional Fields	Additional optional fields: includes Status, Notes, Category, and Source.
Status	The current lifecycle stage of the software in the organization.
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.
Extra Body	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.
Extra Body	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 (Deprecated)

Deletes an asset by display ID. Applies to Freshservice accounts created before the March 31, 2026 IT Asset Management release.

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

Delete Asset (ITAM)

Deletes an asset by its unique identifier.

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

Delete Device (ITAM)

Deletes a device by its unique identifier.

Input	Comments	Default
Connection	The Freshservice connection to use.
Device ID	The unique identifier of the device 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 (Deprecated)

Retrieves details of an asset by display ID. Applies to Freshservice accounts created before the March 31, 2026 IT Asset Management release.

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

Get Asset (ITAM)

Retrieves details of an asset by its unique identifier.

Input	Comments	Default
Connection	The Freshservice connection to use.
Asset ID	The unique identifier of the asset to retrieve.
Include Columns	A comma-separated list of attributes to return for each asset. Freshservice ITAM supports only Include Columns, page and page size as list parameters.

Get Device (ITAM)

Retrieves details of a device by its unique identifier.

Input	Comments	Default
Connection	The Freshservice connection to use.
Device ID	The unique identifier of the device 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	ID of the workspace to retrieve.
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
Pagination	Page and page-size controls.
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 (Deprecated)

Returns a list of all assets. Applies to Freshservice accounts created before the March 31, 2026 IT Asset Management release.

Input	Comments	Default
Connection	The Freshservice connection to use.
Fetch All	When true, automatically fetches all pages of results.	false
Pagination	Page and page-size controls.
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 (ITAM)

Returns a list of assets.

Input	Comments	Default
Connection	The Freshservice connection to use.
Fetch All	When true, automatically fetches all pages of results.	false
Pagination	Page and page-size controls.
Items Per Page	The maximum number of results to return per page. Maximum is 100.
Page Number	The 1-based page number to return.
Include Columns	A comma-separated list of attributes to return for each asset. Freshservice ITAM supports only Include Columns, page and page size as list parameters.

List Devices (ITAM)

Returns a list of devices.

Input	Comments	Default
Connection	The Freshservice connection to use.
Fetch All	When true, automatically fetches all pages of results.	false
Pagination	Page and page-size controls.
Items Per Page	The maximum number of results to return per page. Maximum is 100.
Page Number	The 1-based page number to return.
Include Columns	A comma-separated list of attributes to return for each device. Freshservice ITAM supports only Include Columns, page and page size as list parameters.

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
Pagination	Page and page-size controls.
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
Pagination	Page and page-size controls.
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.
Fetch All	When true, automatically fetches all pages of results.	false
Pagination	Page and page-size controls.
Items Per Page	The maximum number of results to return per page. Maximum is 100.
Page Number	The 1-based page number to return.
Filter	The predefined view used to narrow down the ticket list.
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
Pagination	Page and page-size controls.
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 (Deprecated)

Moves an asset to a different workspace. Applies to Freshservice accounts created before the March 31, 2026 IT Asset Management release.

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://example.freshservice.com/api/v2) is already included. For example, to reach https://example.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 (Deprecated)

Searches for assets matching a query. Applies to Freshservice accounts created before the March 31, 2026 IT Asset Management release.

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.
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.
Department IDs	Unique IDs of the departments associated with the agent.
Additional Fields	Additional optional fields: includes Email, Address, Occasional, Signature, and Can See All Tickets From Associated Departments.
Email	The primary email address used to identify 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.
Can See All Tickets From Associated Departments	When true, allows the agent to view tickets filed by other members of associated departments.
Extra Body	A JSON object of additional fields not covered by the standard inputs. See Freshservice API documentation for more information.

Update Asset (Deprecated)

Updates an existing asset. Applies to Freshservice accounts created before the March 31, 2026 IT Asset Management release.

Input	Comments	Default
Connection	The Freshservice connection to use.
Asset Display ID	The unique display identifier for the asset.
Asset Type ID	The unique identifier for the asset type classification.
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	Additional optional fields: includes Name, Asset Tag, Impact, Usage Type, and Description.
Name	The display name used to identify the asset.
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.
Extra Body	A JSON object of additional fields not covered by the standard inputs. See Freshservice API documentation for more information.

Update Asset (ITAM)

Updates an existing asset by its unique identifier.

Input	Comments	Default
Connection	The Freshservice connection to use.
Asset ID	The unique identifier of the asset to update.
Type	The specific type of the asset.
Name	The name of the asset.
Serial Number	The serial number of the asset. Set to d42null to clear the stored value.
Asset Number	The asset number of the asset.
Service Level	The operational status of the asset. Freshservice predefines In Service, Spare and Not in Service, and also accepts a custom value.
In Service	Whether the asset is currently in service. Freshservice expects the strings "yes" or "no" here rather than a boolean.
Device Name	The name of the device this asset is associated with.
Back Connection Type	The type of back connection used by the asset.
Vendor	The name of the vendor that supplied the asset.
Object Category	The existing category used to control access when multitenancy is enabled.
Tags	A comma-separated list of tags to apply to the asset.
Notes	Free-text notes about the asset.
Rack Placement	Rack, starting unit, size, orientation, horizontal position, and mounting depth. Supplying a rack makes Start At and Size mandatory.
Rack	The name of the rack the asset is mounted in.
Rack ID	The unique identifier for the rack the asset is mounted in.
Start At	The starting Rack Unit (U) location for the asset. Required when the asset is added to a rack.
Size	The height of the asset in Rack Units (U). Required when the asset is added to a rack.
Orientation	The mounting orientation. Only "back" has an effect; any other value is ignored by Freshservice.
Where	The specific mounting location within the rack.
Horizontal Position	The horizontal position within a Rack Unit, from 0 to 2520 in increments of 252. Each increment is one tenth of the rack width, so 0 is flush-left and 1260 centers the left edge of the asset. Freshservice names this attribute x_pos on the way in and xpos on the way out.
Depth	The mounting depth of the asset. Freshservice defaults to half.
Extra Body	A JSON object of additional fields not covered by the standard inputs. See Freshservice IT Asset Management API documentation for more information.

Update Device (ITAM)

Updates an existing device by its unique identifier.

Input	Comments	Default
Connection	The Freshservice connection to use.
Device ID	The unique identifier of the device to update.
Name	The name of the device. Required when creating a device. If a device with this name already exists, that record is updated instead.
Asset Number	The asset number of the device.
Type	The device type.
Physical Subtype ID	The unique identifier for the hardware subtype. Applies only when Type is physical or unknown. System-defined values are 1 (Generic), 2 (Rackable), 3 (Blade), 4 (PDU), 5 (Access Point), 6 (CRAC), 7 (UPS), 8 (TAP), 9 (Branch Circuit Power Meter), 10 (Power Unit), 11 (WorkStation), 12 (ThinClient), 13 (Network Printer), 14 (Laptop) and 15 (Environment Monitor).
In Service	Whether the device is currently in service. Freshservice expects the strings "yes" or "no" here rather than a boolean.
Network Device	Whether the device is a network switch. Freshservice expects the strings "yes" or "no" here rather than a boolean.
Virtual Host	Whether the device is a virtual host. Freshservice expects the strings "yes" or "no" here rather than a boolean.
Data Center	The name of the data center housing the device.
Cost Centers	A comma-separated list of cost center names to associate with the device. These records must already exist. Freshservice names this attribute customers in the API and Cost Centers in the user interface.
Extra Body	A JSON object of additional fields not covered by the standard inputs. See Freshservice IT Asset Management 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.
Categorization	Category, sub-category, and item-category for the record.
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	Additional optional fields: includes Subject, Email, Description, Due By, Priority, Status, and Impact.
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.
Extra Body	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.
Job Title	The role or position held by the requester.
First Name	The given name of the requester.
Last Name	The family name of the requester.
Contact Information	Email, phone, and other contact channel details.
Primary Email	The main email address used to contact the requester.
Secondary Emails	Additional/secondary emails associated with the requester. Array of email addresses.
Work Phone Number	The office or desk phone number for the requester.
Mobile Phone Number	The cell phone number for the requester.
Address	The physical or mailing address of the requester.
Reporting Manager ID	The unique identifier for the supervisor of the requester.
Department IDs	Unique IDs of the departments associated with the requester. Array of ID numbers.
Extra Body	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.
Managed By ID	ID of the user managing the software (must be a user in Freshservice).
Additional Fields	Additional optional fields: includes Name, Description, Application Type, Status, Notes, Category, and Source.
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.
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.
Extra Body	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.
Additional Fields	Additional optional fields: includes Priority, Status, Source, and Bypass Mandatory.
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.
Extra Body	A JSON object of additional fields not covered by the standard inputs. See Freshservice API documentation for more information.