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Freshworks Freshservice

This Integration is part of the Freshworks Freshservice Pack.#

Supported versions

Supported Cortex XSOAR versions: 6.8.0 and later.

Freshservice is a service management solution that allows customers to manage service requests, incidents, change requests tasks, and problem investigation. This integration was integrated and tested with version 2 of FreshworksFreshservice

Configure Freshworks Freshservice on Cortex XSOAR#

  1. Navigate to Settings > Integrations > Servers & Services.

  2. Search for Freshworks Freshservice.

  3. Click Add instance to create and configure a new integration instance.

    ParameterDescriptionRequired
    Server URLFreshservice URL (make sure your URL includes your unique environment name)True
    API TokenFreshservice API access token.True
    Use system proxy settingsFalse
    Trust any certificate (not secure)False
    Fetch incidentsFalse
    First fetch timestampFirst alert created date to fetch. e.g., "1 min ago","2 weeks ago","3 months ago"False
    Maximum incidents per fetchMaximum number of incidents per fetch. Default is 50. The maximum is 100.False
    Ticket type to fetch as incidents.False
    NoneIncident priorities to fetch. The default is All. You can choose multiple priorities.False
    Ticket ImpactIncident impacts to fetch. The default is All. You can choose multiple impacts.False
    Ticket StatusThe status of the tickets to fetch. Since each ticket type has its own unique set of statuses, select only statuses that match the selected ticket type(s).False
    Ticket RiskThe risk of the tickets to fetch. Available only for the 'Change Request' ticket type.False
    Ticket UrgencyThe urgency of the tickets to fetch. Available only for the 'Incident/Service Request' ticket type. The default is All. You can choose multiple urgencies.False
    Incident Mirroring DirectionChoose the direction to mirror the incident: Incoming (from Freshservice to Cortex XSOAR), Outgoing (from Cortex XSOAR to Freshservice), or Incoming and Outgoing (from/to Cortex XSOAR and Freshservice).False
    Close Mirrored XSOAR IncidentWhen selected, closing the Freshservice ticket is mirrored in Cortex XSOAR.False
    Close Mirrored Freshservice TicketWhen selected, closing the Cortex XSOAR incident is mirrored in Freshservice.False
    Fetch tickets tasksFetch tasks for each ticket type and consider them in the mirroring (required an additional API request per each ticket).False
    Incident typeFalse
  4. Click Test to validate the URLs, token, and connection.

Commands#

You can execute these commands from the Cortex XSOAR CLI, as part of an automation, or in a playbook. After you successfully execute a command, a DBot message appears in the War Room with the command details.

freshservice-ticket-list#


Retrieve all existing tickets or a specific ticket by specifying the ticket ID. By default, only tickets that have been created within the past 30 days will be returned. For older tickets, use the updated_since filter. You can specify the 'query' argument, 'filter' argument or any filter arguments, but not all of them together. When providing multiple filter arguments the connection between them will be "AND".

Base Command#

freshservice-ticket-list

Input#

Argument NameDescriptionRequired
pagePage number of paginated results. Minimum value: 1. Only for fetching a list of tickets.Optional
page_sizeThe number of items per page.Optional
limitThe maximum number of records to retrieve. Default is 50.Optional
ticket_idThe ticket ID. If not provided, return all existing tickets.Optional
includeExtra ticket information to include. Just the 'stats', 'requester','requested_for' values are available for fetching a list of tickets. Use 'include' to embed additional details in the response. Each include will consume an additional 2 credits. For example, if you embed the stats information you will be charged a total of 3 API credits (1 credit for the API call, and 2 credits for the additional stats embedding). Possible values are: conversations, requester, requested_for, stats, department, tags.Optional
filterTicket filter. You can specify the 'query' argument, 'filter' argument or any filter arguments, but not all of them together. Possible values are: open, watching, spam, deleted.Optional
requester_idTicket requester ID (use freshservice-agent-list to get the agent ID).Optional
emailTicket requester email.Optional
updated_sinceTimestamp of when the ticket was last updated (for example "YYYY-MM-DDThh:mm", "1 min ago", "2 weeks ago").Optional
typeTicket type. Possible values are: Incident, Service Request.Optional
order_typeTickets order type (order by ticket ID). Possible values are: asc, desc.Optional
agent_idFilter by agent ID. Use freshservice-agent-list to get the agent ID.Optional
group_idFilter tickets by group ID. Use freshservice-agent-group-list to get the agent group ID.Optional
priorityFilter tickets by priority. Possible values are: Low, Medium, High, Urgent.Optional
statusFilter tickets by status. Possible values are: Open, Pending, Resolved, Closed.Optional
impactFilter tickets by impact. Possible values are: Low, Medium, High.Optional
urgencyFilter tickets by urgency. Possible values are: Low, Medium, High.Optional
tagFilter tickets by tag.Optional
due_byFilter Tickets by due by, (for example "YYYY-MM-DDThh:mm", "1 min ago", "2 weeks ago").Optional
fr_due_byFilter Tickets by fr due by, (for example "YYYY-MM-DDThh:mm", "1 min ago", "2 weeks ago").Optional
created_atFilter Tickets by created at, (for example "YYYY-MM-DDThh:mm", "1 min ago", "2 weeks ago").Optional
queryQuery to fetch tickets. You can specify the 'query' argument, 'filter' argument or any filter arguments, but not all of them together. For example "priority:3 AND group_id:21000478054 AND status:2" (Logical operators AND, OR along with parentheses () can be used to group conditions).Optional

Context Output#

PathTypeDescription
Freshservice.Ticket.subjectStringTicket subject.
Freshservice.Ticket.group_idNumberTicket group ID.
Freshservice.Ticket.department_idNumberTicket department ID.
Freshservice.Ticket.categoryStringTicket category.
Freshservice.Ticket.sub_categoryStringTicket subcategory.
Freshservice.Ticket.item_categoryStringTicket item category.
Freshservice.Ticket.requester_idNumberTicket requester ID.
Freshservice.Ticket.responder_idNumberTicket responder ID.
Freshservice.Ticket.due_byDateThe timestamp that denotes when the ticket is due to be resolved.
Freshservice.Ticket.fr_escalatedBooleanWhether the ticket first request was escalated.
Freshservice.Ticket.deletedBooleanTicket deleted.
Freshservice.Ticket.spamBooleanTicket spam.
Freshservice.Ticket.email_config_idNumberTicket email config ID.
Freshservice.Ticket.is_escalatedBooleanWhether the ticket is escalated.
Freshservice.Ticket.fr_due_byDateIndicates when the first response is due.
Freshservice.Ticket.idNumberTicket ID.
Freshservice.Ticket.priorityNumberTicket priority.
Freshservice.Ticket.statusNumberTicket status.
Freshservice.Ticket.sourceNumberTicket source.
Freshservice.Ticket.created_atDateTicket creation time.
Freshservice.Ticket.updated_atDateTicket updated at.
Freshservice.Ticket.requested_for_idNumberTicket requested for ID.
Freshservice.Ticket.to_emailsNumberEmail addresses to which the ticket was originally sent.
Freshservice.Ticket.typeStringTicket type.
Freshservice.Ticket.descriptionStringTicket description.
Freshservice.Ticket.workspace_idNumberTicket workspace ID.

Command example#

!freshservice-ticket-list

Context Example#

{
"Freshservice": {
"Ticket": [
{
"category": null,
"cc_emails": [],
"created_at": "2023-04-09T11:21:47Z",
"custom_fields": {
"test_tal": null
},
"deleted": false,
"department_id": null,
"description": "<div>s</div>",
"description_text": "s",
"due_by": "2023-04-12T18:00:00Z",
"email_config_id": null,
"fr_due_by": "2023-04-10T20:00:00Z",
"fr_escalated": true,
"fwd_emails": [],
"group_id": null,
"id": 244,
"is_escalated": true,
"item_category": null,
"priority": "Medium",
"reply_cc_emails": [],
"requested_for_id": 21001792073,
"requester_id": 21001792073,
"responder_id": null,
"source": "Portal",
"spam": false,
"status": "Open",
"sub_category": null,
"subject": "d",
"tags": [],
"to_emails": null,
"type": "Incident",
"updated_at": "2023-04-09T11:21:47Z",
"workspace_id": 2
},
{
"category": null,
"cc_emails": [],
"created_at": "2023-04-09T11:21:33Z",
"custom_fields": {
"test_tal": null
},
"deleted": false,
"department_id": null,
"description": "<div>s</div>",
"description_text": "s",
"due_by": "2023-04-19T21:00:00Z",
"email_config_id": null,
"fr_due_by": "2023-04-12T18:00:00Z",
"fr_escalated": true,
"fwd_emails": [],
"group_id": null,
"id": 243,
"is_escalated": false,
"item_category": null,
"priority": "Low",
"reply_cc_emails": [],
"requested_for_id": 21001792073,
"requester_id": 21001792073,
"responder_id": null,
"source": "Portal",
"spam": false,
"status": "Open",
"sub_category": null,
"subject": "d",
"tags": [],
"to_emails": null,
"type": "Incident",
"updated_at": "2023-04-09T11:21:33Z",
"workspace_id": 2
},
{
"category": "Hardware",
"cc_emails": [],
"created_at": "2023-04-04T13:58:50Z",
"custom_fields": {
"test_tal": "jgfhj"
},
"deleted": false,
"department_id": 21000263162,
"description": "jhdgfjhgdj 17:00",
"description_text": "jhdgfjhgdj 17:00",
"due_by": "2023-04-05T17:40:16Z",
"email_config_id": null,
"fr_due_by": "2023-04-04T18:40:16Z",
"fr_escalated": false,
"fwd_emails": [],
"group_id": 21000478053,
"id": 242,
"is_escalated": false,
"item_category": "Mac",
"priority": "High",
"reply_cc_emails": [],
"requested_for_id": 21001397559,
"requester_id": 21001397559,
"responder_id": 21001397559,
"source": "Phone",
"spam": false,
"status": "Pending",
"sub_category": "Computer",
"subject": "hdgjnhgdj",
"tags": [],
"to_emails": null,
"type": "Incident",
"updated_at": "2023-04-04T14:41:16Z",
"workspace_id": 2
},
{
"category": "Hardware",
"cc_emails": [],
"created_at": "2023-04-04T12:47:23Z",
"custom_fields": {
"test_tal": "gfsd"
},
"deleted": false,
"department_id": 21000263162,
"description": "<div style=\"font-family: -apple-system,BlinkMacSystemFont,Segoe UI,Roboto,Helvetica Neue,Arial,sans-serif; font-size: 14px; \"><div>gfsdgfdg</div></div>",
"description_text": "gfsdgfdg",
"due_by": "2023-04-06T18:50:12Z",
"email_config_id": null,
"fr_due_by": "2023-04-04T20:50:12Z",
"fr_escalated": false,
"fwd_emails": [],
"group_id": 21000478053,
"id": 241,
"is_escalated": false,
"item_category": "Mac",
"priority": "Medium",
"reply_cc_emails": [],
"requested_for_id": 21001397559,
"requester_id": 21001397559,
"responder_id": 21001397559,
"source": "Phone",
"spam": false,
"status": "Pending",
"sub_category": "Computer",
"subject": "vbfdgbdf",
"tags": [],
"to_emails": null,
"type": "Incident",
"updated_at": "2023-04-04T13:53:12Z",
"workspace_id": 2
},
{
"category": null,
"cc_emails": [],
"created_at": "2023-04-03T19:26:27Z",
"custom_fields": {
"test_tal": null
},
"deleted": false,
"department_id": null,
"description": "bfsbf 22:27 17:11",
"description_text": "bfsbf 22:27 17:11",
"due_by": "2023-04-04T14:36:07Z",
"email_config_id": null,
"fr_due_by": "2023-04-03T20:26:27Z",
"fr_escalated": false,
"fwd_emails": [],
"group_id": null,
"id": 240,
"is_escalated": false,
"item_category": null,
"priority": "Urgent",
"reply_cc_emails": [],
"requested_for_id": 21001397559,
"requester_id": 21001397559,
"responder_id": null,
"source": "Phone",
"spam": false,
"status": "Pending",
"sub_category": null,
"subject": "bsadbfs",
"tags": [],
"to_emails": null,
"type": "Incident",
"updated_at": "2023-04-04T14:17:07Z",
"workspace_id": 2
},
{
"category": null,
"cc_emails": [],
"created_at": "2023-04-03T19:18:53Z",
"custom_fields": {
"test_tal": null
},
"deleted": false,
"department_id": null,
"description": "Mirroring IN From Postman 17:08 ***",
"description_text": "Mirroring IN From Postman 17:08 ***",
"due_by": "2024-04-13T19:18:53Z",
"email_config_id": null,
"fr_due_by": "2023-04-06T16:18:53Z",
"fr_escalated": true,
"fwd_emails": [],
"group_id": null,
"id": 239,
"is_escalated": false,
"item_category": null,
"priority": "Medium",
"reply_cc_emails": [],
"requested_for_id": 21001397559,
"requester_id": 21001397559,
"responder_id": null,
"source": "Phone",
"spam": false,
"status": "Open",
"sub_category": null,
"subject": "vgdsfa",
"tags": [],
"to_emails": null,
"type": "Incident",
"updated_at": "2023-04-04T14:10:36Z",
"workspace_id": 2
},
{
"category": null,
"cc_emails": [],
"created_at": "2023-04-03T18:57:53Z",
"custom_fields": {
"test_tal": null
},
"deleted": false,
"department_id": null,
"description": "fdbfg 21:59",
"description_text": "fdbfg 21:59",
"due_by": "2024-04-13T18:57:53Z",
"email_config_id": null,
"fr_due_by": "2023-04-06T15:57:53Z",
"fr_escalated": true,
"fwd_emails": [],
"group_id": null,
"id": 238,
"is_escalated": false,
"item_category": null,
"priority": "Low",
"reply_cc_emails": [],
"requested_for_id": 21001397559,
"requester_id": 21001397559,
"responder_id": null,
"source": "Phone",
"spam": false,
"status": "Open",
"sub_category": null,
"subject": "bgf",
"tags": [],
"to_emails": null,
"type": "Incident",
"updated_at": "2023-04-03T19:18:17Z",
"workspace_id": 2
},
{
"category": null,
"cc_emails": [],
"created_at": "2023-04-03T18:56:46Z",
"custom_fields": {
"test_tal": null
},
"deleted": false,
"department_id": null,
"description": "Mirroring IN From Postman 17:31 ***",
"description_text": "Mirroring IN From Postman 17:31 ***",
"due_by": "2023-04-05T12:57:13Z",
"email_config_id": null,
"fr_due_by": "2023-04-04T13:56:46Z",
"fr_escalated": true,
"fwd_emails": [],
"group_id": null,
"id": 237,
"is_escalated": true,
"item_category": null,
"priority": "High",
"reply_cc_emails": [],
"requested_for_id": 21001397559,
"requester_id": 21001397559,
"responder_id": null,
"source": "Phone",
"spam": false,
"status": "Open",
"sub_category": null,
"subject": "nene",
"tags": [],
"to_emails": null,
"type": "Incident",
"updated_at": "2023-04-04T14:30:56Z",
"workspace_id": 2
},
{
"category": null,
"cc_emails": [],
"created_at": "2023-04-03T18:47:25Z",
"custom_fields": {
"test_tal": null
},
"deleted": false,
"department_id": null,
"description": "bla 21:48 11:41 12:27",
"description_text": "bla 21:48 11:41 12:27",
"due_by": "2023-04-13T18:47:25Z",
"email_config_id": null,
"fr_due_by": "2023-04-06T15:47:25Z",
"fr_escalated": true,
"fwd_emails": [],
"group_id": 21000478053,
"id": 236,
"is_escalated": false,
"item_category": null,
"priority": "Low",
"reply_cc_emails": [],
"requested_for_id": 21001397559,
"requester_id": 21001397559,
"responder_id": null,
"source": "Phone",
"spam": false,
"status": "Open",
"sub_category": null,
"subject": "testtttttttt",
"tags": [],
"to_emails": null,
"type": "Incident",
"updated_at": "2023-04-04T09:28:24Z",
"workspace_id": 2
},
{
"category": "Hardware",
"cc_emails": [],
"created_at": "2023-04-03T15:50:59Z",
"custom_fields": {
"test_tal": "gdfsgdf"
},
"deleted": false,
"department_id": 21000263162,
"description": "update urgency? 19:50",
"description_text": "update urgency? 19:50",
"due_by": "2023-04-13T16:08:30Z",
"email_config_id": null,
"fr_due_by": "2023-04-06T13:08:30Z",
"fr_escalated": false,
"fwd_emails": [],
"group_id": 21000478053,
"id": 235,
"is_escalated": false,
"item_category": "Mac",
"priority": "Low",
"reply_cc_emails": [],
"requested_for_id": 21001397559,
"requester_id": 21001397559,
"responder_id": 21001397559,
"source": "Phone",
"spam": false,
"status": "Pending",
"sub_category": "Computer",
"subject": "berbrebreb",
"tags": [
"123"
],
"to_emails": null,
"type": "Incident",
"updated_at": "2023-04-03T16:51:11Z",
"workspace_id": 2
},
{
"category": "Software",
"cc_emails": [],
"created_at": "2023-04-03T15:40:41Z",
"custom_fields": {
"test_tal": "adgff"
},
"deleted": false,
"department_id": 21000263162,
"description": "fdagfdg 19:49",
"description_text": "fdagfdg 19:49",
"due_by": "2023-04-13T15:40:48Z",
"email_config_id": null,
"fr_due_by": "2023-04-06T12:40:48Z",
"fr_escalated": true,
"fwd_emails": [],
"group_id": 21000478053,
"id": 234,
"is_escalated": false,
"item_category": null,
"priority": "Low",
"reply_cc_emails": [],
"requested_for_id": 21001397559,
"requester_id": 21001397559,
"responder_id": 21001397559,
"source": "Phone",
"spam": false,
"status": "Open",
"sub_category": "MS Office",
"subject": "bfdds",
"tags": [
"g"
],
"to_emails": null,
"type": "Service Request",
"updated_at": "2023-04-03T16:49:11Z",
"workspace_id": 2
},
{
"category": "Hardware",
"cc_emails": [],
"created_at": "2023-04-03T15:25:02Z",
"custom_fields": {
"test_tal": "rgre"
},
"deleted": false,
"department_id": 21000263162,
"description": "<div style=\"font-family: -apple-system,BlinkMacSystemFont,Segoe UI,Roboto,Helvetica Neue,Arial,sans-serif; font-size: 14px; \"><div>rgre</div></div>",
"description_text": "rgre",
"due_by": "2023-04-13T15:25:02Z",
"email_config_id": null,
"fr_due_by": "2023-04-06T12:25:02Z",
"fr_escalated": true,
"fwd_emails": [],
"group_id": 21000478053,
"id": 233,
"is_escalated": false,
"item_category": "PC",
"priority": "Low",
"reply_cc_emails": [],
"requested_for_id": 21001397559,
"requester_id": 21001397559,
"responder_id": 21001397559,
"source": "Yammer",
"spam": false,
"status": "Open",
"sub_category": "Computer",
"subject": "beb befrb",
"tags": [
"gre"
],
"to_emails": null,
"type": "Incident",
"updated_at": "2023-04-03T15:25:02Z",
"workspace_id": 2
},
{
"category": "Network",
"cc_emails": [],
"created_at": "2023-04-03T08:02:55Z",
"custom_fields": {
"test_tal": "custom field test"
},
"deleted": false,
"department_id": 21000263163,
"description": "Mirroring IN From Postman 17:08 ***",
"description_text": "Mirroring IN From Postman 17:08 ***",
"due_by": "2023-04-14T14:14:10Z",
"email_config_id": null,
"fr_due_by": "2023-04-06T20:14:10Z",
"fr_escalated": false,
"fwd_emails": [],
"group_id": 21000478053,
"id": 230,
"is_escalated": false,
"item_category": null,
"priority": "Low",
"reply_cc_emails": [],
"requested_for_id": 21001397559,
"requester_id": 21001397559,
"responder_id": 21001397559,
"source": "Phone",
"spam": false,
"status": "Pending",
"sub_category": "Access",
"subject": "subject test",
"tags": [
"gfg"
],
"to_emails": null,
"type": "Incident",
"updated_at": "2023-04-04T14:14:10Z",
"workspace_id": 2
},
{
"category": null,
"cc_emails": [],
"created_at": "2023-04-02T14:34:38Z",
"custom_fields": {
"test_tal": null
},
"deleted": false,
"department_id": null,
"description": "16:58!",
"description_text": "16:58!",
"due_by": "2023-04-13T12:00:09Z",
"email_config_id": null,
"fr_due_by": "2023-04-05T18:00:09Z",
"fr_escalated": true,
"fwd_emails": [],
"group_id": null,
"id": 229,
"is_escalated": true,
"item_category": null,
"priority": "Low",
"reply_cc_emails": [],
"requested_for_id": 21001523008,
"requester_id": 21001523008,
"responder_id": null,
"source": "Portal",
"spam": false,
"status": "Open",
"sub_category": null,
"subject": "missing 'impact', 'urgency', 'attachments' fields",
"tags": [],
"to_emails": null,
"type": "Incident",
"updated_at": "2023-04-04T13:59:09Z",
"workspace_id": 2
},
{
"category": "Software",
"cc_emails": [],
"created_at": "2023-04-02T13:33:44Z",
"custom_fields": {
"test_tal": "dsgdsg"
},
"deleted": false,
"department_id": 21000263162,
"description": "Mirroring IN From Postman 16:52 ***",
"description_text": "Mirroring IN From Postman 16:52 ***",
"due_by": "2023-04-13T12:00:56Z",
"email_config_id": null,
"fr_due_by": "2023-04-05T18:00:57Z",
"fr_escalated": true,
"fwd_emails": [],
"group_id": 21000478053,
"id": 228,
"is_escalated": true,
"item_category": null,
"priority": "Low",
"reply_cc_emails": [],
"requested_for_id": 21001397559,
"requester_id": 21001397559,
"responder_id": 21001397559,
"source": "Phone",
"spam": false,
"status": "Open",
"sub_category": "MS Office",
"subject": "test ticket beni",
"tags": [
"cccc"
],
"to_emails": null,
"type": "Incident",
"updated_at": "2023-04-04T13:52:56Z",
"workspace_id": 2
},
{
"category": "Network",
"cc_emails": [],
"created_at": "2023-04-02T11:58:42Z",
"custom_fields": {
"test_tal": "blablabla"
},
"deleted": false,
"department_id": 21000263162,
"description": "Mirroring IN From Postman 15:27",
"description_text": "Mirroring IN From Postman 15:27",
"due_by": "2023-04-05T18:02:09Z",
"email_config_id": null,
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}

Human Readable Output#

Ticket#

Showing page 1. Current page size: 50. |Id|Description Text|Requester Id|Type|Subject|Status|Source|Impact|Priority|Custom Fields|Category|Created At|Updated At|Due By|Fr Due By| |---|---|---|---|---|---|---|---|---|---|---|---|---|---|---| | 244 | s | 21001792073 | Incident | d | Open | Portal | | Medium | | | 2023-04-09T11:21:47Z | 2023-04-09T11:21:47Z | 2023-04-12T18:00:00Z | 2023-04-10T20:00:00Z | | 243 | s | 21001792073 | Incident | d | Open | Portal | | Low | | | 2023-04-09T11:21:33Z | 2023-04-09T11:21:33Z | 2023-04-19T21:00:00Z | 2023-04-12T18:00:00Z | | 242 | jhdgfjhgdj 17:00 | 21001397559 | Incident | hdgjnhgdj | Pending | Phone | | High | test_tal: jgfhj | Hardware | 2023-04-04T13:58:50Z | 2023-04-04T14:41:16Z | 2023-04-05T17:40:16Z | 2023-04-04T18:40:16Z | | 241 | gfsdgfdg | 21001397559 | Incident | vbfdgbdf | Pending | Phone | | Medium | test_tal: gfsd | Hardware | 2023-04-04T12:47:23Z | 2023-04-04T13:53:12Z | 2023-04-06T18:50:12Z | 2023-04-04T20:50:12Z | | 240 | bfsbf 22:27 17:11 | 21001397559 | Incident | bsadbfs | Pending | Phone | | Urgent | | | 2023-04-03T19:26:27Z | 2023-04-04T14:17:07Z | 2023-04-04T14:36:07Z | 2023-04-03T20:26:27Z | | 239 | Mirroring IN From Postman 17:08 | 21001397559 | Incident | vgdsfa | Open | Phone | | Medium | | | 2023-04-03T19:18:53Z | 2023-04-04T14:10:36Z | 2024-04-13T19:18:53Z | 2023-04-06T16:18:53Z | | 238 | fdbfg 21:59 | 21001397559 | Incident | bgf | Open | Phone | | Low | | | 2023-04-03T18:57:53Z | 2023-04-03T19:18:17Z | 2024-04-13T18:57:53Z | 2023-04-06T15:57:53Z | | 237 | Mirroring IN From Postman 17:31 | 21001397559 | Incident | nene | Open | Phone | | High | | | 2023-04-03T18:56:46Z | 2023-04-04T14:30:56Z | 2023-04-05T12:57:13Z | 2023-04-04T13:56:46Z | | 236 | bla 21:48 11:41 12:27 | 21001397559 | Incident | testtttttttt | Open | Phone | | Low | | | 2023-04-03T18:47:25Z | 2023-04-04T09:28:24Z | 2023-04-13T18:47:25Z | 2023-04-06T15:47:25Z | | 235 | update urgency? 19:50 | 21001397559 | Incident | berbrebreb | Pending | Phone | | Low | test_tal: gdfsgdf | Hardware | 2023-04-03T15:50:59Z | 2023-04-03T16:51:11Z | 2023-04-13T16:08:30Z | 2023-04-06T13:08:30Z | | 234 | fdagfdg 19:49 | 21001397559 | Service Request | bfdds | Open | Phone | | Low | test_tal: adgff | Software | 2023-04-03T15:40:41Z | 2023-04-03T16:49:11Z | 2023-04-13T15:40:48Z | 2023-04-06T12:40:48Z | | 233 | rgre | 21001397559 | Incident | beb befrb | Open | Yammer | | Low | test_tal: rgre | Hardware | 2023-04-03T15:25:02Z | 2023-04-03T15:25:02Z | 2023-04-13T15:25:02Z | 2023-04-06T12:25:02Z | | 230 | Mirroring IN From Postman 17:08 | 21001397559 | Incident | subject test | Pending | Phone | | Low | test_tal: custom field test | Network | 2023-04-03T08:02:55Z | 2023-04-04T14:14:10Z | 2023-04-14T14:14:10Z | 2023-04-06T20:14:10Z | | 229 | 16:58! | 21001523008 | Incident | missing 'impact', 'urgency', 'attachments' fields | Open | Portal | | Low | | | 2023-04-02T14:34:38Z | 2023-04-04T13:59:09Z | 2023-04-13T12:00:09Z | 2023-04-05T18:00:09Z | | 228 | Mirroring IN From Postman 16:52 | 21001397559 | Incident | test ticket beni | Open | Phone | | Low | test_tal: dsgdsg | Software | 2023-04-02T13:33:44Z | 2023-04-04T13:52:56Z | 2023-04-13T12:00:56Z | 2023-04-05T18:00:57Z | | 227 | Mirroring IN From Postman 15:27 | 21001397559 | Incident | blabla | Pending | Phone | | Medium | test_tal: blablabla | Network | 2023-04-02T11:58:42Z | 2023-04-04T14:23:09Z | 2023-04-05T18:02:09Z | 2023-04-03T20:00:00Z | | 226 | Mirroring IN From Postman 15:51 | 21001397559 | Incident | subject fpidsfpidsfpisdfmdsfmdsp'fmdsmfpidsjmf idsoifhds udjfoidsjfidsj' | Pending | Phone | | Low | test_tal: bla bla | Network | 2023-03-29T14:35:35Z | 2023-04-02T12:52:12Z | 2023-04-12T20:47:00Z | 2023-04-05T17:47:00Z | | 223 | Mirroring IN From Postman 18:56 | 21001941102 | Incident | sa | Open | Portal | | Low | | | 2023-03-27T13:39:13Z | 2023-04-03T15:56:07Z | 2023-04-13T12:00:55Z | 2023-04-05T18:00:55Z | | 220 | OUT 15:28 | 21001932798 | Incident | abc | Pending | Portal | | Low | | Software | 2023-03-26T12:17:29Z | 2023-04-02T12:29:11Z | 2023-04-11T13:18:12Z | 2023-04-03T19:18:12Z | | 219 | test! | 21001932798 | Incident | abc | Closed | Portal | | Low | | Software | 2023-03-26T11:41:47Z | 2023-03-27T09:02:18Z | 2023-04-05T21:00:00Z | 2023-03-29T18:00:00Z | | 218 | abc | 21001932798 | Incident | abc | Pending | Portal | | Low | | Software | 2023-03-26T10:22:28Z | 2023-03-26T10:22:29Z | 2023-04-05T21:00:00Z | 2023-03-29T18:00:00Z | | 217 | Tal mirroring NOW | 21001932798 | Incident | abc | Pending | Portal | | Low | | Software | 2023-03-26T09:56:17Z | 2023-03-30T12:19:21Z | 2023-04-05T21:00:00Z | 2023-03-29T18:00:00Z | | 216 | TOLA 14:34 | 21001932798 | Incident | abc | Pending | Portal | | Low | | Software | 2023-03-26T09:44:52Z | 2023-04-02T11:37:17Z | 2023-04-11T12:40:51Z | 2023-03-29T18:00:00Z | | 213 | test! OUT to FS | 21001932798 | Incident | abc | Closed | Portal | | Low | | | 2023-03-26T09:40:11Z | 2023-03-30T13:25:07Z | 2023-04-05T21:00:00Z | 2023-03-29T18:00:00Z | | 212 | 14:10 *** NEW | 21001932798 | Incident | abc | Pending | Portal | | Low | | Software | 2023-03-26T09:36:39Z | 2023-04-02T11:19:09Z | 2023-04-05T21:00:00Z | 2023-03-29T18:00:00Z | | 209 | mirroring OUT to FS from XSOAR 2023-04-04 13:06 | 21001932798 | Incident | abc | Pending | Portal | | Low | | | 2023-03-26T09:32:31Z | 2023-04-02T11:19:08Z | 2023-04-11T13:25:11Z | 2023-04-03T19:25:11Z | | 208 | test-update from FS | 21001932798 | Incident | abc | Pending | Portal | | Low | | | 2023-03-26T09:30:45Z | 2023-03-30T13:22:37Z | 2023-04-11T12:45:27Z | 2023-04-03T18:45:27Z | | 207 | 123456 | 21001932798 | Incident | abc | Pending | Portal | | Low | | | 2023-03-26T09:30:30Z | 2023-04-02T09:19:07Z | 2023-04-05T21:00:00Z | 2023-03-29T18:00:00Z | | 205 | abc | 21001932798 | Incident | abc | Pending | Portal | | Low | | Software | 2023-03-26T09:24:30Z | 2023-03-26T09:24:53Z | 2023-04-05T21:00:00Z | 2023-03-29T18:00:00Z | | 204 | Mirroring 204 | 21001932798 | Incident | abc | Pending | Portal | | Low | | Software | 2023-03-26T09:23:05Z | 2023-03-30T12:35:07Z | 2023-04-05T21:00:00Z | 2023-03-29T18:00:00Z |

freshservice-ticket-create#


Create a new Ticket at the service desk. The default Ticket type is incident. Create ticket required one of the following: requester_id, phone, email. Ticket type helps categorize the ticket according to the different kinds of issues your support team deals with. As of now, API v2 supports only type 'incident'.

Base Command#

freshservice-ticket-create

Input#

Argument NameDescriptionRequired
descriptionHTML content of the ticket.Required
nameName of the requester.Optional
requester_idUser ID of the requester. For existing contacts, the 'requester_id' can be passed instead of the requester's email. In case both 'email' and 'requester ID' are specified, the requester ID will override the 'email' field. If 'requester_id' is not provided, 'email' must be specified.Optional
emailEmail address of the requester. If 'email' is not provided, 'requester_id' must be specified. In case both 'email' and 'requester ID' are specified, the requester ID will override the 'email' field. If no contact exists with this email address in Freshservice, it will be added as a new contact.Optional
phonePhone number of the requester. The 'phone' can be passed instead of the requester's email. If no contact exists with this phone number in Freshservice, it will be added as a new contact. The name attribute is mandatory if the phone number is set and the email address is not.Optional
statusStatus of the ticket. Possible values are: Open, Pending, Resolved, Closed.Required
priorityPriority of the ticket. Possible values are: Low, Medium, High, Urgent.Required
subjectThe subject of the ticket.Required
sourceThe channel through which the ticket was created. The default value is 'Portal'. (Email=1, Portal=2, Phone=3, Chat=4, Feedback widget=5, Yammer=6, AWS Cloudwatch=7, Pagerduty=8, Walkup=9, Slack=10). Possible values are: Email, Portal, Phone, Chat, Feedback widget, Yammer, AWS Cloudwatch, Pagerduty, Walkup, Slack.Optional
tagsTags that have been associated with the ticket.Optional
department_idDepartment ID of the requester. Use freshservice-department-list to get the department ID.Optional
categoryTicket category. Possible values are: Hardware, Software, Network, Office Applications, Talent Management, Travel, Employee Records and Documents, Office Furniture, Office Equipment, Employee Benefits, Employee Onboarding/Offboarding, Employee Relations, Workplace Access and Security, Building and Grounds Maintenance, Vendor Document Review, Payroll, Vendor Payment, Customer Payment, Reimbursements and Advances, Legal Document Creation, Legal Review - Vendor Documents, Legal Review - Customer Documents, Other.Optional
sub_categoryTicket subcategory. Note that each category has a different predefined subcategory.Optional
assetsAssets that have to be associated with the ticket (the asset display_id).Optional
urgencyTicket urgency. Possible values are: Low, Medium, High.Optional
impactTicket impact. Possible values are: Low, Medium, High.Optional
problemThe problem that needs to be associated with the ticket (use freshservice-problem-list to get the problem ID).Optional
change_initiating_ticketChange causing the Ticket that needs to be associated with the Ticket (use freshservice-change-list to get the change ID).Optional
change_initiated_by_ticketChange needed for the Ticket to be fixed that needs to be associated with the Ticket (use freshservice-change-list to get the change ID).Optional
responder_idThe ID of the agent to whom the ticket has been assigned (use freshservice-agent-list to get the agent ID).Optional
attachmentsTicket attachments. The total size of these attachments cannot exceed 15MB. Upload the file to Cortex XSOAR and provide the file ID for attaching the file to Freshservice tickets.Optional
cc_emailsEmail address added in the 'cc' field of the incoming ticket email.Optional
custom_fieldsKey value pairs containing the names and values of custom fields. For example 'key1=value1, key2=value2'.Optional
due_byThe timestamp that denotes when the ticket is due to be resolved. The value must be greater than the ticket creation time.Optional
email_config_idThe ID of the email config which is used for this ticket. (i.e., support@yourcompany.com/sales@yourcompany.com).Optional
fr_due_byThe timestamp that denotes when the first response is due. Has to be greater than ticket creation time. It should not be blank if due_by is given. (for example YYYY-MM-DDThh:mm).Optional
group_idThe ID of the group to which the Ticket has been assigned. The default value is the ID of the group that is associated with the given email config ID. Use freshservice-agent-group-list to get the agent group ID.Optional

Context Output#

PathTypeDescription
Freshservice.Ticket.fr_escalatedBooleanWhether the ticket first request was escalated.
Freshservice.Ticket.spamBooleanTicket spam.
Freshservice.Ticket.email_config_idNumberTicket email config ID.
Freshservice.Ticket.group_idNumberTicket group ID.
Freshservice.Ticket.priorityNumberTicket priority.
Freshservice.Ticket.requester_idDateTicket requester ID.
Freshservice.Ticket.requested_for_idDateTicket requested for ID.
Freshservice.Ticket.responder_idNumberTicket responder ID.
Freshservice.Ticket.sourceNumberTicket source.
Freshservice.Ticket.statusNumberTicket status.
Freshservice.Ticket.subjectStringTicket subject.
Freshservice.Ticket.to_emailsStringEmail addresses to which the ticket was originally sent.
Freshservice.Ticket.department_idNumberTicket department ID.
Freshservice.Ticket.idNumberTicket ID.
Freshservice.Ticket.typeStringTicket type.
Freshservice.Ticket.due_byDateThe timestamp that denotes when the ticket is due to be resolved.
Freshservice.Ticket.fr_due_byDateIndicates when the first response is due.
Freshservice.Ticket.is_escalatedBooleanWhether the ticket is escalated.
Freshservice.Ticket.descriptionStringTicket description.
Freshservice.Ticket.categoryStringTicket category.
Freshservice.Ticket.sub_categoryStringTicket subcategory.
Freshservice.Ticket.item_categoryStringTicket item category.
Freshservice.Ticket.created_atDateTicket creation time.
Freshservice.Ticket.updated_atDateTicket updated at.

Command example#

!freshservice-ticket-create description=description email=liors@qmasters.co status=Open priority=Low subject=subject

Context Example#

{
"Freshservice": {
"Ticket": {
"attachments": [],
"category": null,
"cc_emails": [],
"created_at": "2023-04-13T14:15:15Z",
"custom_fields": {
"test_tal": null
},
"department_id": null,
"description": "<div>description</div>",
"description_text": "description",
"due_by": "2023-04-25T14:15:15Z",
"email_config_id": null,
"fr_due_by": "2023-04-17T20:15:15Z",
"fr_escalated": false,
"fwd_emails": [],
"group_id": null,
"id": 247,
"is_escalated": false,
"item_category": null,
"priority": "Low",
"reply_cc_emails": [],
"requested_for_id": 21001792073,
"requester_id": 21001792073,
"responder_id": null,
"source": "Portal",
"spam": false,
"status": "Open",
"sub_category": null,
"subject": "subject",
"tags": [],
"to_emails": null,
"type": "Incident",
"updated_at": "2023-04-13T14:15:15Z",
"workspace_id": 2
}
}
}

Human Readable Output#

Ticket#

Ticket created successfully |Id|Description Text|Requester Id|Type|Subject|Status|Source|Impact|Priority|Custom Fields|Category|Created At|Updated At|Due By|Fr Due By| |---|---|---|---|---|---|---|---|---|---|---|---|---|---|---| | 247 | description | 21001792073 | Incident | subject | Open | Portal | | Low | | | 2023-04-13T14:15:15Z | 2023-04-13T14:15:15Z | 2023-04-25T14:15:15Z | 2023-04-17T20:15:15Z |

freshservice-ticket-update#


Update an existing Ticket in Freshservice.

Base Command#

freshservice-ticket-update

Input#

Argument NameDescriptionRequired
ticket_idThe Ticket ID to update (use freshservice-ticket-list to get ticket ID).Required
descriptionHTML content of the ticket.Optional
nameName of the requester.Optional
requester_idUser ID of the requester (use freshservice-agent-list to get the agent ID). For existing contacts, the requester_id can be passed instead of the requester's email.Optional
emailEmail address of the requester. If no contact exists with this email address in Freshservice, it will be added as a new contact.Optional
phonePhone number of the requester. If no contact exists with this phone number in Freshservice, it will be added as a new contact. The name attribute is mandatory if the phone number is set and the email address is not.Optional
statusStatus of the ticket. Possible values are: Open, Pending, Resolved, Closed.Optional
priorityPriority of the ticket. Possible values are: Low, Medium, High, Urgent.Optional
subjectThe subject of the ticket.Optional
sourceThe channel through which the Ticket was created. The default value is 2. (Email=1, Portal=2, Phone=3, Chat=4, Feedback widget=5, Yammer=6, AWS Cloudwatch=7, Pagerduty=8, Walkup=9, Slack=10). Possible values are: Email, Portal, Phone, Chat, Feedback widget, Yammer, AWS Cloudwatch, Pagerduty, Walkup, Slack.Optional
tagsTags that have been associated with the ticket (replace the exist value).Optional
department_idDepartment ID of the requester. Use freshservice-department-list to get the department ID.Optional
categoryTicket category. Possible values are: Hardware, Software, Network, Office Applications, Talent Management, Travel, Employee Records and Documents, Office Furniture, Office Equipment, Employee Benefits, Employee Onboarding/Offboarding, Employee Relations, Workplace Access and Security, Building and Grounds Maintenance, Vendor Document Review, Payroll, Vendor Payment, Customer Payment, Reimbursements and Advances, Legal Document Creation, Legal Review - Vendor Documents, Legal Review - Customer Documents, Other.Optional
sub_categoryTicket subcategory. Note that each category has a different predefined subcategory.Optional
assetsAssets that have to be associated with the ticket (the asset display_id. Replace the exist value).Optional
urgencyTicket urgency. Possible values are: Low, Medium, High.Optional
impactTicket impact. Possible values are: Low, Medium, High.Optional
problemThe problem that needs to be associated with the ticket (use freshservice-problem-list to get the problem ID).Optional
change_initiating_ticketChange causing the Ticket that needs to be associated with the Ticket (use freshservice-change-list to get the change ID).Optional
change_initiated_by_ticketChange needed for the Ticket to be fixed that needs to be associated with the Ticket (use freshservice-change-list to get the change ID).Optional
responder_idThe ID of the agent to whom the ticket has been assigned (use freshservice-agent-list to get the agent ID).Optional
attachmentsTicket attachments. The total size of these attachments cannot exceed 15MB. Upload the file to Cortex XSOAR and provide the file ID for attaching the file to Freshservice tickets.Optional
cc_emailsEmail address added in the 'cc' field of the incoming ticket email.Optional
custom_fieldsKey value pairs containing the names and values of custom fields. Read more here.Optional
due_byTimestamp that denotes when the Ticket is due to be resolved (for example YYYY-MM-DDThh:mm).Optional
email_config_idThe ID of the email config which is used for this ticket. (i.e., support@yourcompany.com/sales@yourcompany.com).Optional
fr_due_byTimestamp that denotes when the first response is due (for example YYYY-MM-DDThh:mm).Optional
group_idThe ID of the group to which the Ticket has been assigned. The default value is the ID of the group that is associated with the given email_config_id. Use freshservice-agent-group-list to get the agent group ID.Optional

Context Output#

PathTypeDescription
Freshservice.Ticket.spamBooleanTicket spam.
Freshservice.Ticket.email_config_idNumberTicket email config ID.
Freshservice.Ticket.fr_escalatedBooleanWhether the ticket first request was escalated.
Freshservice.Ticket.group_idNumberTicket group ID.
Freshservice.Ticket.priorityNumberTicket priority.
Freshservice.Ticket.requester_idDateTicket requester ID.
Freshservice.Ticket.requested_for_idDateTicket requested for ID.
Freshservice.Ticket.responder_idNumberTicket responder ID.
Freshservice.Ticket.sourceNumberTicket source.
Freshservice.Ticket.statusNumberTicket status.
Freshservice.Ticket.subjectStringTicket subject.
Freshservice.Ticket.descriptionStringTicket description.
Freshservice.Ticket.categoryStringTicket category.
Freshservice.Ticket.sub_categoryStringTicket sub-category.
Freshservice.Ticket.item_categoryStringTicket item category.
Freshservice.Ticket.idNumberTicket ID.
Freshservice.Ticket.typeStringTicket type.
Freshservice.Ticket.to_emailsStringEmail addresses to which the ticket was originally sent.
Freshservice.Ticket.department_idNumberTicket department ID.
Freshservice.Ticket.is_escalatedBooleanWhether the ticket is escalated.
Freshservice.Ticket.due_byDateThe timestamp that denotes when the ticket is due to be resolved.
Freshservice.Ticket.fr_due_byDateIndicates when the first response is due.
Freshservice.Ticket.created_atDateTicket creation time.
Freshservice.Ticket.updated_atDateTicket updated at.

Command example#

!freshservice-ticket-update ticket_id=245 description=description

Context Example#

{
"Freshservice": {
"Ticket": {
"attachments": [],
"category": null,
"cc_emails": [],
"created_at": "2023-04-13T13:06:39Z",
"custom_fields": {
"test_tal": "sd"
},
"department_id": null,
"description": "description",
"description_text": "description",
"due_by": "2023-04-25T13:06:39Z",
"email_config_id": null,
"fr_due_by": "2023-04-17T19:06:40Z",
"fr_escalated": false,
"fwd_emails": [],
"group_id": null,
"id": 245,
"is_escalated": false,
"item_category": null,
"priority": "Low",
"reply_cc_emails": [],
"requested_for_id": 21001523121,
"requester_id": 21001523121,
"responder_id": null,
"source": "Portal",
"spam": false,
"status": "Open",
"sub_category": null,
"subject": "Support Needed...",
"tags": [
"sss"
],
"to_emails": null,
"type": "Request",
"updated_at": "2023-04-13T14:15:21Z",
"workspace_id": 3
}
}
}

Human Readable Output#

Ticket#

Ticket updated successfully |Id|Description Text|Requester Id|Type|Subject|Status|Source|Impact|Priority|Custom Fields|Category|Created At|Updated At|Due By|Fr Due By| |---|---|---|---|---|---|---|---|---|---|---|---|---|---|---| | 245 | description | 21001523121 | Request | Support Needed... | Open | Portal | | Low | test_tal: sd | | 2023-04-13T13:06:39Z | 2023-04-13T14:15:21Z | 2023-04-25T13:06:39Z | 2023-04-17T19:06:40Z |

freshservice-ticket-delete#


Delete an existing Ticket in Freshservice.

Base Command#

freshservice-ticket-delete

Input#

Argument NameDescriptionRequired
ticket_idThe Ticket ID to delete (use freshservice-ticket-list to get ticket ID).Required

Context Output#

There is no context output for this command.

Command example#

!freshservice-ticket-delete ticket_id=246

Human Readable Output#

Ticket deleted successfully

freshservice-ticket-task-list#


Retrieve tasks list (or a specific task) on a Ticket with the given ID from Freshservice.

Base Command#

freshservice-ticket-task-list

Input#

Argument NameDescriptionRequired
pagePage number of paginated results. Minimum value: 1.Optional
page_sizeThe number of items per page.Optional
limitThe maximum number of records to retrieve. Default is 50.Optional
ticket_idThe Ticket ID (use freshservice-ticket-list to get ticket ID).Required
task_idThe Ticket task ID.Optional

Context Output#

PathTypeDescription
Freshservice.Ticket.Task.idNumberTask ID.
Freshservice.Ticket.Task.agent_idNumberTask agent ID.
Freshservice.Ticket.Task.statusNumberTask status.
Freshservice.Ticket.Task.due_dateDateTask due date.
Freshservice.Ticket.Task.notify_beforeNumberTask notify before.
Freshservice.Ticket.Task.titleStringTask title.
Freshservice.Ticket.Task.descriptionStringTask description.
Freshservice.Ticket.Task.created_atDateTask creation time.
Freshservice.Ticket.Task.updated_atDateTask updated at.
Freshservice.Ticket.Task.closed_atDateTask closed at.
Freshservice.Ticket.Task.group_idNumberTask group ID.
Freshservice.Ticket.Task.deletedBooleanTask deleted.

Command example#

!freshservice-ticket-task-list ticket_id=2

Context Example#

{
"Freshservice": {
"Ticket": {
"Task": [
{
"agent_id": null,
"closed_at": null,
"created_at": "2023-03-26T10:13:03Z",
"custom_fields": {},
"deleted": false,
"description": "description",
"due_date": "2023-03-29T18:00:00Z",
"group_id": null,
"id": 107,
"notify_before": 7200,
"status": "Open",
"title": "test",
"updated_at": "2023-03-26T10:13:03Z",
"workspace_id": 2
}
],
"id": "2"
}
}
}

Human Readable Output#

Ticket#

Showing page 1. Current page size: 50. |Id|Description|Title|Notify Before|Status|Deleted|Closed At|Created At|Updated At|Due Date| |---|---|---|---|---|---|---|---|---|---| | 107 | description | test | 7200 | Open | false | | 2023-03-26T10:13:03Z | 2023-03-26T10:13:03Z | 2023-03-29T18:00:00Z |

freshservice-ticket-task-create#


Create a new task on a Ticket request in Freshservice.

Base Command#

freshservice-ticket-task-create

Input#

Argument NameDescriptionRequired
due_dateTask due date (for example YYYY-MM-DDThh:mm).Required
notify_beforeTime in seconds before which notification is sent prior to due date (For example 30 minutes, 7 hours and etc).Required
titleTask title.Required
descriptionTask description.Required
statusTask status, default is 'Open'. Possible values are: Open, In Progress, Completed.Optional
ticket_idThe Ticket ID to add a task for (use freshservice-ticket-list to get ticket ID).Required

Context Output#

PathTypeDescription
Freshservice.Ticket.Task.idNumberTask ID.
Freshservice.Ticket.Task.agent_idNumberTask agent ID.
Freshservice.Ticket.Task.statusNumberTask status.
Freshservice.Ticket.Task.due_dateDateTask due date.
Freshservice.Ticket.Task.notify_beforeNumberTask notify before.
Freshservice.Ticket.Task.titleStringTask title.
Freshservice.Ticket.Task.descriptionStringTask description.
Freshservice.Ticket.Task.created_atDateTask creation time.
Freshservice.Ticket.Task.updated_atDateTask updated at.
Freshservice.Ticket.Task.closed_atDateTask closed at.
Freshservice.Ticket.Task.group_idNumberTask group ID.
Freshservice.Ticket.Task.deletedBooleanTask deleted.

Command example#

!freshservice-ticket-task-create due_date="2020-04-03T10:26:13.067Z" notify_before="2020-05-03T10:26:13.067Z" title=title description=description status=Open ticket_id=2

Context Example#

{
"Freshservice": {
"Ticket": {
"Task": [
{
"agent_id": null,
"closed_at": null,
"created_at": "2023-04-13T14:15:38Z",
"custom_fields": {},
"deleted": false,
"description": "description",
"due_date": "2023-04-17T20:15:38Z",
"group_id": null,
"id": 192,
"notify_before": 7200,
"status": "Open",
"title": "title",
"updated_at": "2023-04-13T14:15:38Z",
"workspace_id": 2
}
],
"id": "2"
}
}
}

Human Readable Output#

Ticket#

Ticket Task created successfully |Id|Description|Title|Notify Before|Status|Deleted|Closed At|Created At|Updated At|Due Date| |---|---|---|---|---|---|---|---|---|---| | 192 | description | title | 7200 | Open | false | | 2023-04-13T14:15:38Z | 2023-04-13T14:15:38Z | 2023-04-17T20:15:38Z |

freshservice-ticket-task-update#


Update an existing task on an existing Ticket in Freshservice.

Base Command#

freshservice-ticket-task-update

Input#

Argument NameDescriptionRequired
due_dateTask due date (for example YYYY-MM-DDThh:mm).Optional
notify_beforeTime in seconds before which notification is sent prior to due date (For example 30 minutes, 7 hours and etc).Optional
titleTask title.Optional
descriptionTask description.Optional
statusTask status, default is 'Open'. Possible values are: Open, In Progress, Completed.Optional
ticket_idThe Ticket ID to update a task for (use freshservice-ticket-list to get ticket ID).Required
task_idThe Task ID for an update (use freshservice-ticket-task-list to get the task ID).Required

Context Output#

PathTypeDescription
Freshservice.Ticket.Task.idNumberTask ID.
Freshservice.Ticket.Task.agent_idNumberTask agent ID.
Freshservice.Ticket.Task.statusNumberTask status.
Freshservice.Ticket.Task.due_dateDateTask due date.
Freshservice.Ticket.Task.notify_beforeNumberTask notify before.
Freshservice.Ticket.Task.titleStringTask title.
Freshservice.Ticket.Task.descriptionStringTask description.
Freshservice.Ticket.Task.created_atDateTask creation time.
Freshservice.Ticket.Task.updated_atDateTask updated at.
Freshservice.Ticket.Task.closed_atDateTask closed at.
Freshservice.Ticket.Task.group_idNumberTask group ID.
Freshservice.Ticket.Task.deletedBooleanTask deleted.

Command example#

!freshservice-ticket-task-update description=updated ticket_id=220 task_id=183

Context Example#

{
"Freshservice": {
"Ticket": {
"Task": [
{
"agent_id": null,
"closed_at": null,
"created_at": "2023-04-13T13:48:07Z",
"custom_fields": {},
"deleted": false,
"description": "updated",
"due_date": "2023-04-17T19:48:07Z",
"group_id": null,
"id": 183,
"notify_before": 0,
"status": "Open",
"title": "Supply lightsabers to all the Jedis-tese",
"updated_at": "2023-04-13T14:15:44Z",
"workspace_id": 2
}
],
"id": "220"
}
}
}

Human Readable Output#

Ticket#

Ticket Task updated successfully |Id|Description|Title|Notify Before|Status|Deleted|Closed At|Created At|Updated At|Due Date| |---|---|---|---|---|---|---|---|---|---| | 183 | updated | Supply lightsabers to all the Jedis-tese | 0 | Open | false | | 2023-04-13T13:48:07Z | 2023-04-13T14:15:44Z | 2023-04-17T19:48:07Z |

freshservice-ticket-task-delete#


Delete the task on a Ticket with the given ID from Freshservice.

Base Command#

freshservice-ticket-task-delete

Input#

Argument NameDescriptionRequired
ticket_idTicket ID (use freshservice-ticket-list to get ticket ID).Required
task_idTask ID to delete (use freshservice-ticket-task-list to get the task ID).Required

Context Output#

There is no context output for this command.

Command example#

!freshservice-ticket-task-delete ticket_id=220 task_id=184

Human Readable Output#

Ticket Task deleted successfully

freshservice-ticket-conversation-list#


Retrieve all Conversations of a Ticket. Conversations consist of replies as well as public and private notes added to a ticket. Notes are non-invasive ways of sharing updates about a ticket amongst agents and requesters. Private notes are for collaboration between agents and are not visible to the requester. Public notes are visible to and can be created by, both requesters and agents.

Base Command#

freshservice-ticket-conversation-list

Input#

Argument NameDescriptionRequired
pagePage number of paginated results. Minimum value: 1.Optional
page_sizeThe number of items per page.Optional
limitThe maximum number of records to retrieve. Default is 50.Optional
ticket_idThe Ticket ID (use freshservice-ticket-list to get ticket ID).Required

Context Output#

PathTypeDescription
Freshservice.Ticket.Conversation.idDateConversation ID.
Freshservice.Ticket.Conversation.user_idDateConversation user ID.
Freshservice.Ticket.Conversation.to_emailsStringConversation to emails.
Freshservice.Ticket.Conversation.bodyStringConversation body.
Freshservice.Ticket.Conversation.body_textStringConversation body text.
Freshservice.Ticket.Conversation.ticket_idNumberConversation ticket ID.
Freshservice.Ticket.Conversation.created_atDateConversation creation time.
Freshservice.Ticket.Conversation.updated_atDateConversation updated at.
Freshservice.Ticket.Conversation.incomingBooleanConversation incoming.
Freshservice.Ticket.Conversation.privateBooleanConversation private.
Freshservice.Ticket.Conversation.support_emailStringConversation support email.
Freshservice.Ticket.Conversation.sourceNumberConversation source.
Freshservice.Ticket.Conversation.from_emailStringConversation from email.
Freshservice.Ticket.Conversation.meta.countNumberConversation meta count.

Command example#

!freshservice-ticket-conversation-list ticket_id=6

Context Example#

{
"Freshservice": {
"Ticket": {
"Conversation": [
{
"attachments": [],
"bcc_emails": [],
"body": "<div>Can you provide some screenshots?</div>",
"body_text": "Can you provide some screenshots?",
"cc_emails": [],
"created_at": "2023-04-13T13:55:40Z",
"from_email": "QDEV@qmasters.freshservice.com",
"id": 21010429932,
"incoming": false,
"private": false,
"source": 0,
"support_email": "QDEV@qmasters.freshservice.com",
"ticket_id": 6,
"to_emails": [
"jack@freshservice.com"
],
"updated_at": "2023-04-13T13:55:40Z",
"user_id": 21001397559
},
{
"attachments": [],
"bcc_emails": null,
"body": "<div>Hi tom, Still Angry</div>",
"body_text": "Hi tom, Still Angry",
"cc_emails": [],
"created_at": "2023-04-13T13:54:15Z",
"from_email": null,
"id": 21010429825,
"incoming": false,
"private": false,
"source": 2,
"support_email": null,
"ticket_id": 6,
"to_emails": [],
"updated_at": "2023-04-13T13:54:15Z",
"user_id": 21001397559
},
{
"attachments": [],
"bcc_emails": [],
"body": "<div>Can you provide some screenshots?</div>",
"body_text": "Can you provide some screenshots?",
"cc_emails": [],
"created_at": "2023-04-13T13:53:38Z",
"from_email": "QDEV@qmasters.freshservice.com",
"id": 21010429779,
"incoming": false,
"private": false,
"source": 0,
"support_email": "QDEV@qmasters.freshservice.com",
"ticket_id": 6,
"to_emails": [
"jack@freshservice.com"
],
"updated_at": "2023-04-13T13:53:38Z",
"user_id": 21001397559
},
{
"attachments": [],
"bcc_emails": null,
"body": "<div>body</div>",
"body_text": "body",
"cc_emails": [],
"created_at": "2023-03-26T12:17:39Z",
"from_email": null,
"id": 21009603625,
"incoming": false,
"private": true,
"source": 2,
"support_email": null,
"ticket_id": 6,
"to_emails": [],
"updated_at": "2023-03-26T12:17:39Z",
"user_id": 21001397559
},
{
"attachments": [],
"bcc_emails": [],
"body": "<div>body</div>",
"body_text": "body",
"cc_emails": [],
"created_at": "2023-03-26T12:17:38Z",
"from_email": "QDEV@qmasters.freshservice.com",
"id": 21009603624,
"incoming": false,
"private": false,
"source": 0,
"support_email": "QDEV@qmasters.freshservice.com",
"ticket_id": 6,
"to_emails": [
"jack@freshservice.com"
],
"updated_at": "2023-03-26T12:17:38Z",
"user_id": 21001397559
},
{
"attachments": [],
"bcc_emails": null,
"body": "Can you provide some screenshots?",
"body_text": "Can you provide some screenshots?",
"cc_emails": [],
"created_at": "2023-03-26T11:42:56Z",
"from_email": null,
"id": 21009603527,
"incoming": false,
"private": false,
"source": 2,
"support_email": null,
"ticket_id": 6,
"to_emails": [],
"updated_at": "2023-04-13T13:55:18Z",
"user_id": 21001397559
},
{
"attachments": [],
"bcc_emails": null,
"body": "<div>body</div>",
"body_text": "body",
"cc_emails": [],
"created_at": "2023-03-26T11:41:56Z",
"from_email": null,
"id": 21009603526,
"incoming": false,
"private": true,
"source": 2,
"support_email": null,
"ticket_id": 6,
"to_emails": [],
"updated_at": "2023-03-26T11:41:56Z",
"user_id": 21001397559
},
{
"attachments": [],
"bcc_emails": [],
"body": "<div>body</div>",
"body_text": "body",
"cc_emails": [],
"created_at": "2023-03-26T11:41:54Z",
"from_email": "QDEV@qmasters.freshservice.com",
"id": 21009603524,
"incoming": false,
"private": false,
"source": 0,
"support_email": "QDEV@qmasters.freshservice.com",
"ticket_id": 6,
"to_emails": [
"jack@freshservice.com"
],
"updated_at": "2023-03-26T11:41:54Z",
"user_id": 21001397559
},
{
"attachments": [],
"bcc_emails": null,
"body": "<div>body</div>",
"body_text": "body",
"cc_emails": [],
"created_at": "2023-03-26T10:24:07Z",
"from_email": null,
"id": 21009603185,
"incoming": false,
"private": true,
"source": 2,
"support_email": null,
"ticket_id": 6,
"to_emails": [],
"updated_at": "2023-03-26T10:24:07Z",
"user_id": 21001397559
},
{
"attachments": [],
"bcc_emails": [],
"body": "<div>body</div>",
"body_text": "body",
"cc_emails": [],
"created_at": "2023-03-26T10:22:35Z",
"from_email": "QDEV@qmasters.freshservice.com",
"id": 21009603181,
"incoming": false,
"private": false,
"source": 0,
"support_email": "QDEV@qmasters.freshservice.com",
"ticket_id": 6,
"to_emails": [
"jack@freshservice.com"
],
"updated_at": "2023-03-26T10:22:35Z",
"user_id": 21001397559
},
{
"attachments": [],
"bcc_emails": null,
"body": "<div>body</div>",
"body_text": "body",
"cc_emails": [],
"created_at": "2023-03-26T10:09:15Z",
"from_email": null,
"id": 21009603141,
"incoming": false,
"private": true,
"source": 2,
"support_email": null,
"ticket_id": 6,
"to_emails": [],
"updated_at": "2023-03-26T10:09:15Z",
"user_id": 21001397559
},
{
"attachments": [],
"bcc_emails": [],
"body": "<div>body</div>",
"body_text": "body",
"cc_emails": [],
"created_at": "2023-03-26T10:09:08Z",
"from_email": "QDEV@qmasters.freshservice.com",
"id": 21009603140,
"incoming": false,
"private": false,
"source": 0,
"support_email": "QDEV@qmasters.freshservice.com",
"ticket_id": 6,
"to_emails": [
"jack@freshservice.com"
],
"updated_at": "2023-03-26T10:09:08Z",
"user_id": 21001397559
},
{
"attachments": [],
"bcc_emails": null,
"body": "<div>body</div>",
"body_text": "body",
"cc_emails": [],
"created_at": "2023-03-26T09:57:19Z",
"from_email": null,
"id": 21009603114,
"incoming": false,
"private": true,
"source": 2,
"support_email": null,
"ticket_id": 6,
"to_emails": [],
"updated_at": "2023-03-26T09:57:19Z",
"user_id": 21001397559
},
{
"attachments": [],
"bcc_emails": [],
"body": "<div>body</div>",
"body_text": "body",
"cc_emails": [],
"created_at": "2023-03-26T09:57:11Z",
"from_email": "QDEV@qmasters.freshservice.com",
"id": 21009603113,
"incoming": false,
"private": false,
"source": 0,
"support_email": "QDEV@qmasters.freshservice.com",
"ticket_id": 6,
"to_emails": [
"jack@freshservice.com"
],
"updated_at": "2023-03-26T09:57:11Z",
"user_id": 21001397559
},
{
"attachments": [],
"bcc_emails": null,
"body": "<div>Hey</div>",
"body_text": "Hey",
"cc_emails": [],
"created_at": "2023-03-05T12:36:36Z",
"from_email": null,
"id": 21008417267,
"incoming": true,
"private": true,
"source": 2,
"support_email": null,
"ticket_id": 6,
"to_emails": [],
"updated_at": "2023-03-05T12:36:36Z",
"user_id": 21001397559
},
{
"attachments": [],
"bcc_emails": null,
"body": "<div>Hi tom, Still Angry</div>",
"body_text": "Hi tom, Still Angry",
"cc_emails": [],
"created_at": "2023-03-05T12:35:43Z",
"from_email": null,
"id": 21008417266,
"incoming": false,
"private": true,
"source": 2,
"support_email": null,
"ticket_id": 6,
"to_emails": [],
"updated_at": "2023-03-05T12:35:43Z",
"user_id": 21001397559
},
{
"attachments": [],
"bcc_emails": null,
"body": "<div>Hi tom, Still Angry</div>",
"body_text": "Hi tom, Still Angry",
"cc_emails": [],
"created_at": "2023-03-05T12:34:55Z",
"from_email": null,
"id": 21008417264,
"incoming": false,
"private": false,
"source": 2,
"support_email": null,
"ticket_id": 6,
"to_emails": [],
"updated_at": "2023-03-05T12:34:55Z",
"user_id": 21001397559
},
{
"attachments": [],
"bcc_emails": null,
"body": "<div>Hey</div>",
"body_text": "Hey",
"cc_emails": [],
"created_at": "2023-03-05T12:18:54Z",
"from_email": null,
"id": 21008417220,
"incoming": false,
"private": true,
"source": 2,
"support_email": null,
"ticket_id": 6,
"to_emails": [],
"updated_at": "2023-03-05T12:18:54Z",
"user_id": 21001397559
},
{
"attachments": [],
"bcc_emails": null,
"body": "<div>Hi tom, Still Angry</div>",
"body_text": "Hi tom, Still Angry",
"cc_emails": [],
"created_at": "2023-03-05T12:08:14Z",
"from_email": null,
"id": 21008417196,
"incoming": false,
"private": false,
"source": 2,
"support_email": null,
"ticket_id": 6,
"to_emails": [],
"updated_at": "2023-03-05T12:08:14Z",
"user_id": 21001397559
},
{
"attachments": [],
"bcc_emails": [],
"body": "<div>try to upload file</div>",
"body_text": "try to upload file",
"cc_emails": [],
"created_at": "2023-03-05T11:03:51Z",
"from_email": "QDEV@qmasters.freshservice.com",
"id": 21008417060,
"incoming": false,
"private": false,
"source": 0,
"support_email": "QDEV@qmasters.freshservice.com",
"ticket_id": 6,
"to_emails": [
"jack@freshservice.com"
],
"updated_at": "2023-03-05T11:03:51Z",
"user_id": 21001397559
},
{
"attachments": [],
"bcc_emails": [],
"body": "<div>try to upload file</div>",
"body_text": "try to upload file",
"cc_emails": [],
"created_at": "2023-03-05T10:57:06Z",
"from_email": "QDEV@qmasters.freshservice.com",
"id": 21008417031,
"incoming": false,
"private": false,
"source": 0,
"support_email": "QDEV@qmasters.freshservice.com",
"ticket_id": 6,
"to_emails": [
"jack@freshservice.com"
],
"updated_at": "2023-03-05T10:57:06Z",
"user_id": 21001397559
},
{
"attachments": [],
"bcc_emails": [
"liors@qmasters.co"
],
"body": "<div>try to upload file</div>",
"body_text": "try to upload file",
"cc_emails": [],
"created_at": "2023-03-05T10:56:55Z",
"from_email": "QDEV@qmasters.freshservice.com",
"id": 21008417030,
"incoming": false,
"private": false,
"source": 0,
"support_email": "QDEV@qmasters.freshservice.com",
"ticket_id": 6,
"to_emails": [
"jack@freshservice.com"
],
"updated_at": "2023-03-05T10:56:55Z",
"user_id": 21001397559
},
{
"attachments": [],
"bcc_emails": [
"liors@qmasters.co"
],
"body": "<div>try to upload file</div>",
"body_text": "try to upload file",
"cc_emails": [],
"created_at": "2023-03-05T10:52:25Z",
"from_email": "QDEV@qmasters.freshservice.com",
"id": 21008417020,
"incoming": false,
"private": false,
"source": 0,
"support_email": "QDEV@qmasters.freshservice.com",
"ticket_id": 6,
"to_emails": [
"jack@freshservice.com"
],
"updated_at": "2023-03-05T10:52:25Z",
"user_id": 21001397559
},
{
"attachments": [
{
"attachment_url": "https://qmasters.attachments.freshservice.com/data/helpdesk/attachments/production/21009126499/original/test.py?response-content-type=application/octet-stream&Expires=1681481755&Signature=ZmGXg~qrBrH-LHHWWvfnXgEDmIqgVNVkaAU1BGUwjGvG9mUVTqucIj120QknLsYNoQdBwDKY4~6mW-ZKr5xUpzcZe3Ng02SaaRJOOHwcGm88bMiY9cmEBeWRlZiV-ECCyyGy6fRn6XFYDhrjVjITPYMEFujZDpFC-pMxSn6jig5JVS7zLD9loKM04u9fQheEZDW-kBeFE0L~gjv1zpuAO-Cqc7MPlOA7ik6vgToITcvQeHLxslA1FjidIqTS5jJZ1K7YfNYzpJdmuczuxTJXrPZlOw39XoCIDoFUbsMgRVp0Q20Q-Cidv5V1IpFjdJSn5sY48iUcMQgwKyyJMeGvtQ__&Key-Pair-Id=APKAIPHBXWY2KT5RCMPQ",
"canonical_url": "https://qmasters.freshservice.com/helpdesk/attachments/21009126499",
"content_type": "application/octet-stream",
"created_at": "2023-03-05T10:47:34Z",
"id": 21009126499,
"name": "test.py",
"size": 2510,
"updated_at": "2023-03-05T10:47:34Z"
}
],
"bcc_emails": [
"liors@qmasters.co"
],
"body": "<div>try to upload file</div>",
"body_text": "try to upload file",
"cc_emails": [],
"created_at": "2023-03-05T10:47:34Z",
"from_email": "QDEV@qmasters.freshservice.com",
"id": 21008416993,
"incoming": false,
"private": false,
"source": 0,
"support_email": "QDEV@qmasters.freshservice.com",
"ticket_id": 6,
"to_emails": [
"jack@freshservice.com"
],
"updated_at": "2023-03-05T10:47:34Z",
"user_id": 21001397559
},
{
"attachments": [],
"bcc_emails": [
"liors@qmasters.co"
],
"body": "<div>try to upload file</div>",
"body_text": "try to upload file",
"cc_emails": [],
"created_at": "2023-03-05T10:45:57Z",
"from_email": "QDEV@qmasters.freshservice.com",
"id": 21008416988,
"incoming": false,
"private": false,
"source": 0,
"support_email": "QDEV@qmasters.freshservice.com",
"ticket_id": 6,
"to_emails": [
"jack@freshservice.com"
],
"updated_at": "2023-03-05T10:45:57Z",
"user_id": 21001397559
},
{
"attachments": [
{
"attachment_url": "https://qmasters.attachments.freshservice.com/data/helpdesk/attachments/production/21009126496/original/test.py?response-content-type=application/octet-stream&Expires=1681481755&Signature=Sc5Uw2yTCH9x9q7XuqFH2wxIs8~tCft4fwpfBkvCBKMrTAc9vyRy6JXTR7FvzbBV81s5saGiM5uBRbIti29~WM4ca3Ixx~qlLnwpd5rnWR690VQvZ9d66VEin9AJ3XsDElPOyAfuvB1OhXmQ9bCRV4J5nS~OfMfMMM9f~4T4dTaV3mIEICI~gD6MfB06AeFSNnHRyEKR1tZhs3I8RCgzdxkRUt2bLiMliAh9lyuWUzWUEBZdTii5CgnTY-ude-hRz7-~1boZov9AHTGy5tXCIIkrJEAyBYL-MRfj8ahqeHS7VOKPynghc5AMyGlGv7h3kfDrhb09LJ5AbX0aONr8ag__&Key-Pair-Id=APKAIPHBXWY2KT5RCMPQ",
"canonical_url": "https://qmasters.freshservice.com/helpdesk/attachments/21009126496",
"content_type": "application/octet-stream",
"created_at": "2023-03-05T10:45:22Z",
"id": 21009126496,
"name": "test.py",
"size": 2510,
"updated_at": "2023-03-05T10:45:22Z"
}
],
"bcc_emails": [
"liors@qmasters.co"
],
"body": "<div>try to upload file</div>",
"body_text": "try to upload file",
"cc_emails": [],
"created_at": "2023-03-05T10:45:22Z",
"from_email": "QDEV@qmasters.freshservice.com",
"id": 21008416983,
"incoming": false,
"private": false,
"source": 0,
"support_email": "QDEV@qmasters.freshservice.com",
"ticket_id": 6,
"to_emails": [
"jack@freshservice.com"
],
"updated_at": "2023-03-05T10:45:22Z",
"user_id": 21001397559
},
{
"attachments": [
{
"attachment_url": "https://qmasters.attachments.freshservice.com/data/helpdesk/attachments/production/21009126491/original/test.py?response-content-type=application/octet-stream&Expires=1681481755&Signature=gMLp~Z8Fr6-dSC6JBDx-eW~x4GR44t2Hgo0w4ue6eZCMtlYHzAQ0F27ycM1Q0UefPemvtVIp80~xgPZinIuCcceBJ5qn7zHuf9uQ-QHoBBe2L8wmUjl5Xb4-B55oRbPVwTgL~ziI8DmeW0pLxP3qfIl447FPMTHCVIByFurizORc5k0wzhrxGfbWIVxGOBrhWZTKXNICxwOwg7fNjb1CkjrmeDMzB2C-7Y7VbAhfCJH-QsuMqFo5W7zw29HD92-FuMFtgY8loHeYF7aWSflYmO9lzHpgWUK1hJ77Trm9an4cX~QtrQEIDtslZXR1jinfj4d9VEMgJLPvek9RHH~8pQ__&Key-Pair-Id=APKAIPHBXWY2KT5RCMPQ",
"canonical_url": "https://qmasters.freshservice.com/helpdesk/attachments/21009126491",
"content_type": "application/octet-stream",
"created_at": "2023-03-05T10:43:39Z",
"id": 21009126491,
"name": "test.py",
"size": 2510,
"updated_at": "2023-03-05T10:43:39Z"
}
],
"bcc_emails": [
"liors@qmasters.co"
],
"body": "<div>try to upload file</div>",
"body_text": "try to upload file",
"cc_emails": [],
"created_at": "2023-03-05T10:43:39Z",
"from_email": "QDEV@qmasters.freshservice.com",
"id": 21008416981,
"incoming": false,
"private": false,
"source": 0,
"support_email": "QDEV@qmasters.freshservice.com",
"ticket_id": 6,
"to_emails": [
"jack@freshservice.com"
],
"updated_at": "2023-03-05T10:43:39Z",
"user_id": 21001397559
},
{
"attachments": [],
"bcc_emails": [
"liors@qmasters.co"
],
"body": "<div>try to upload file</div>",
"body_text": "try to upload file",
"cc_emails": [],
"created_at": "2023-03-05T10:15:02Z",
"from_email": "QDEV@qmasters.freshservice.com",
"id": 21008416893,
"incoming": false,
"private": false,
"source": 0,
"support_email": "QDEV@qmasters.freshservice.com",
"ticket_id": 6,
"to_emails": [
"jack@freshservice.com"
],
"updated_at": "2023-03-05T10:15:02Z",
"user_id": 21001397559
},
{
"attachments": [
{
"attachment_url": "https://qmasters.attachments.freshservice.com/data/helpdesk/attachments/production/21009126357/original/Specification_Document_MaintControl_%28Eng%29.docx?response-content-type=application/octet-stream&Expires=1681481755&Signature=eXeXr2YuW4FS9~xffgb7JwqeZMGw0Ce911NYY14zkGxoEnf9g9rPtCXrO9sUM3AMNCrATjNu1gWErU8VKL1feoo9tp8ttyxjQTuHYHVSDu~9-wiuaWwEJ8L3TVfuoiiUkgL~duRYeWGWXHKj9Y3tXAGGHX41Obp6WdgROna9tEoMo~56hGsVZJFEiYYTCtVKVuVy2MH-nxlOuSSN0c2y6iVxwOV2sxTkFB-PHtPgDkXQ9zt7eJpj9J8Mle6YBAvkU7DB3X6SkQKDJyr2xrk24DASwfuNItjgIXRAzac9MjMfvunSJmWf9HdzMA2H47xpDp37yiVrVk9NhEwBRbj-cA__&Key-Pair-Id=APKAIPHBXWY2KT5RCMPQ",
"canonical_url": "https://qmasters.freshservice.com/helpdesk/attachments/21009126357",
"content_type": "application/octet-stream",
"created_at": "2023-03-05T10:14:57Z",
"id": 21009126357,
"name": "Specification_Document_MaintControl_(Eng).docx",
"size": 584470,
"updated_at": "2023-03-05T10:14:57Z"
}
],
"bcc_emails": [
"liors@qmasters.co"
],
"body": "<div>try to upload file</div>",
"body_text": "try to upload file",
"cc_emails": [],
"created_at": "2023-03-05T10:14:57Z",
"from_email": "QDEV@qmasters.freshservice.com",
"id": 21008416892,
"incoming": false,
"private": false,
"source": 0,
"support_email": "QDEV@qmasters.freshservice.com",
"ticket_id": 6,
"to_emails": [
"jack@freshservice.com"
],
"updated_at": "2023-03-05T10:14:57Z",
"user_id": 21001397559
},
{
"attachments": [],
"bcc_emails": [
"liors@qmasters.co"
],
"body": "<div>try to upload file</div>",
"body_text": "try to upload file",
"cc_emails": [],
"created_at": "2023-03-05T10:13:48Z",
"from_email": "QDEV@qmasters.freshservice.com",
"id": 21008416890,
"incoming": false,
"private": false,
"source": 0,
"support_email": "QDEV@qmasters.freshservice.com",
"ticket_id": 6,
"to_emails": [
"jack@freshservice.com"
],
"updated_at": "2023-03-05T10:13:48Z",
"user_id": 21001397559
},
{
"attachments": [],
"bcc_emails": [
"liors@qmasters.co"
],
"body": "<div>try to upload file</div>",
"body_text": "try to upload file",
"cc_emails": [],
"created_at": "2023-03-05T10:09:29Z",
"from_email": "QDEV@qmasters.freshservice.com",
"id": 21008416872,
"incoming": false,
"private": false,
"source": 0,
"support_email": "QDEV@qmasters.freshservice.com",
"ticket_id": 6,
"to_emails": [
"jack@freshservice.com"
],
"updated_at": "2023-03-05T10:09:29Z",
"user_id": 21001397559
},
{
"attachments": [],
"bcc_emails": [
"liors@qmasters.co"
],
"body": "<div>try to upload file</div>",
"body_text": "try to upload file",
"cc_emails": [],
"created_at": "2023-03-05T10:04:25Z",
"from_email": "QDEV@qmasters.freshservice.com",
"id": 21008416852,
"incoming": false,
"private": false,
"source": 0,
"support_email": "QDEV@qmasters.freshservice.com",
"ticket_id": 6,
"to_emails": [
"jack@freshservice.com"
],
"updated_at": "2023-03-05T10:04:25Z",
"user_id": 21001397559
},
{
"attachments": [],
"bcc_emails": [],
"body": "<div>try to upload file</div>",
"body_text": "try to upload file",
"cc_emails": [],
"created_at": "2023-03-05T10:00:45Z",
"from_email": "QDEV@qmasters.freshservice.com",
"id": 21008416838,
"incoming": false,
"private": false,
"source": 0,
"support_email": "QDEV@qmasters.freshservice.com",
"ticket_id": 6,
"to_emails": [
"jack@freshservice.com"
],
"updated_at": "2023-03-05T10:00:45Z",
"user_id": 21001397559
},
{
"attachments": [
{
"attachment_url": "https://qmasters.attachments.freshservice.com/data/helpdesk/attachments/production/21009126206/original/Specification_Document_MaintControl_%28Eng%29.docx?response-content-type=application/octet-stream&Expires=1681481755&Signature=RIPkBJ2B3HzZ0IM4RiRmgx9XXQRWWFpZYf5tVHuuaPvS3dwjVX6L~8xB1VPZYDGff3uz1l1qPz3yc4kndOSuiGXY0kHSod6xqLIN5SuRvdpwiZ8U681oswz-sJvIj1ky~WuWGhPXU4EyT5I64J-GbOY4w-VzTMPwVGOgHwXTOmKG3lptg~F2t~xx90BikMZkp3rfa9dQMveoH-hQ3KHGhN-NvOl4pABWYaFTFcGjjFXIglsPZNt35Pd-4~1JaL1l0P--Huctl0GTmPEjK7dXpuZHhWyubCLel5nMkWenAM2Wm~69UWLbXAPTudPr5zRPWp32RPXSIjGfujpOu4N5-Q__&Key-Pair-Id=APKAIPHBXWY2KT5RCMPQ",
"canonical_url": "https://qmasters.freshservice.com/helpdesk/attachments/21009126206",
"content_type": "application/octet-stream",
"created_at": "2023-03-05T09:46:43Z",
"id": 21009126206,
"name": "Specification_Document_MaintControl_(Eng).docx",
"size": 584470,
"updated_at": "2023-03-05T09:46:43Z"
}
],
"bcc_emails": [],
"body": "<div>try to upload file</div>",
"body_text": "try to upload file",
"cc_emails": [],
"created_at": "2023-03-05T09:46:43Z",
"from_email": "QDEV@qmasters.freshservice.com",
"id": 21008416788,
"incoming": false,
"private": false,
"source": 0,
"support_email": "QDEV@qmasters.freshservice.com",
"ticket_id": 6,
"to_emails": [
"jack@freshservice.com"
],
"updated_at": "2023-03-05T09:46:43Z",
"user_id": 21001397559
},
{
"attachments": [],
"bcc_emails": null,
"body": "Can you provide some screenshots?",
"body_text": "Can you provide some screenshots?",
"cc_emails": [],
"created_at": "2023-02-01T15:41:22Z",
"from_email": null,
"id": 21006798574,
"incoming": false,
"private": false,
"source": 2,
"support_email": null,
"ticket_id": 6,
"to_emails": [],
"updated_at": "2023-02-01T15:41:33Z",
"user_id": 21001397559
},
{
"attachments": [],
"bcc_emails": [],
"body": "<div>Can you provide some screenshots?</div>",
"body_text": "Can you provide some screenshots?",
"cc_emails": [],
"created_at": "2023-01-15T14:15:14Z",
"from_email": "QDEV@qmasters.freshservice.com",
"id": 21006225815,
"incoming": false,
"private": false,
"source": 0,
"support_email": "QDEV@qmasters.freshservice.com",
"ticket_id": 6,
"to_emails": [
"jack@freshservice.com"
],
"updated_at": "2023-01-15T14:15:14Z",
"user_id": 21001397559
},
{
"attachments": [],
"bcc_emails": [],
"body": "<div>We are working on this issue. Will keep you posted.</div>",
"body_text": "We are working on this issue. Will keep you posted.",
"cc_emails": [],
"created_at": "2023-01-15T13:11:25Z",
"from_email": "QDEV@qmasters.freshservice.com",
"id": 21006225647,
"incoming": false,
"private": false,
"source": 0,
"support_email": "QDEV@qmasters.freshservice.com",
"ticket_id": 6,
"to_emails": [
"jack@freshservice.com"
],
"updated_at": "2023-01-15T13:11:25Z",
"user_id": 21001397559
}
],
"id": "6"
}
}
}

Human Readable Output#

Ticket conversations#

Showing page 1. Current page size: 50. |Id|User Id|Body Text|To Emails|Incoming|Private|Source|Created At|Updated At| |---|---|---|---|---|---|---|---|---| | 21010429932 | 21001397559 | Can you provide some screenshots? | jack@freshservice.com | false | false | 0 | 2023-04-13T13:55:40Z | 2023-04-13T13:55:40Z | | 21010429825 | 21001397559 | Hi tom, Still Angry | | false | false | 2 | 2023-04-13T13:54:15Z | 2023-04-13T13:54:15Z | | 21010429779 | 21001397559 | Can you provide some screenshots? | jack@freshservice.com | false | false | 0 | 2023-04-13T13:53:38Z | 2023-04-13T13:53:38Z | | 21009603625 | 21001397559 | body | | false | true | 2 | 2023-03-26T12:17:39Z | 2023-03-26T12:17:39Z | | 21009603624 | 21001397559 | body | jack@freshservice.com | false | false | 0 | 2023-03-26T12:17:38Z | 2023-03-26T12:17:38Z | | 21009603527 | 21001397559 | Can you provide some screenshots? | | false | false | 2 | 2023-03-26T11:42:56Z | 2023-04-13T13:55:18Z | | 21009603526 | 21001397559 | body | | false | true | 2 | 2023-03-26T11:41:56Z | 2023-03-26T11:41:56Z | | 21009603524 | 21001397559 | body | jack@freshservice.com | false | false | 0 | 2023-03-26T11:41:54Z | 2023-03-26T11:41:54Z | | 21009603185 | 21001397559 | body | | false | true | 2 | 2023-03-26T10:24:07Z | 2023-03-26T10:24:07Z | | 21009603181 | 21001397559 | body | jack@freshservice.com | false | false | 0 | 2023-03-26T10:22:35Z | 2023-03-26T10:22:35Z | | 21009603141 | 21001397559 | body | | false | true | 2 | 2023-03-26T10:09:15Z | 2023-03-26T10:09:15Z | | 21009603140 | 21001397559 | body | jack@freshservice.com | false | false | 0 | 2023-03-26T10:09:08Z | 2023-03-26T10:09:08Z | | 21009603114 | 21001397559 | body | | false | true | 2 | 2023-03-26T09:57:19Z | 2023-03-26T09:57:19Z | | 21009603113 | 21001397559 | body | jack@freshservice.com | false | false | 0 | 2023-03-26T09:57:11Z | 2023-03-26T09:57:11Z | | 21008417267 | 21001397559 | Hey | | true | true | 2 | 2023-03-05T12:36:36Z | 2023-03-05T12:36:36Z | | 21008417266 | 21001397559 | Hi tom, Still Angry | | false | true | 2 | 2023-03-05T12:35:43Z | 2023-03-05T12:35:43Z | | 21008417264 | 21001397559 | Hi tom, Still Angry | | false | false | 2 | 2023-03-05T12:34:55Z | 2023-03-05T12:34:55Z | | 21008417220 | 21001397559 | Hey | | false | true | 2 | 2023-03-05T12:18:54Z | 2023-03-05T12:18:54Z | | 21008417196 | 21001397559 | Hi tom, Still Angry | | false | false | 2 | 2023-03-05T12:08:14Z | 2023-03-05T12:08:14Z | | 21008417060 | 21001397559 | try to upload file | jack@freshservice.com | false | false | 0 | 2023-03-05T11:03:51Z | 2023-03-05T11:03:51Z | | 21008417031 | 21001397559 | try to upload file | jack@freshservice.com | false | false | 0 | 2023-03-05T10:57:06Z | 2023-03-05T10:57:06Z | | 21008417030 | 21001397559 | try to upload file | jack@freshservice.com | false | false | 0 | 2023-03-05T10:56:55Z | 2023-03-05T10:56:55Z | | 21008417020 | 21001397559 | try to upload file | jack@freshservice.com | false | false | 0 | 2023-03-05T10:52:25Z | 2023-03-05T10:52:25Z | | 21008416993 | 21001397559 | try to upload file | jack@freshservice.com | false | false | 0 | 2023-03-05T10:47:34Z | 2023-03-05T10:47:34Z | | 21008416988 | 21001397559 | try to upload file | jack@freshservice.com | false | false | 0 | 2023-03-05T10:45:57Z | 2023-03-05T10:45:57Z | | 21008416983 | 21001397559 | try to upload file | jack@freshservice.com | false | false | 0 | 2023-03-05T10:45:22Z | 2023-03-05T10:45:22Z | | 21008416981 | 21001397559 | try to upload file | jack@freshservice.com | false | false | 0 | 2023-03-05T10:43:39Z | 2023-03-05T10:43:39Z | | 21008416893 | 21001397559 | try to upload file | jack@freshservice.com | false | false | 0 | 2023-03-05T10:15:02Z | 2023-03-05T10:15:02Z | | 21008416892 | 21001397559 | try to upload file | jack@freshservice.com | false | false | 0 | 2023-03-05T10:14:57Z | 2023-03-05T10:14:57Z | | 21008416890 | 21001397559 | try to upload file | jack@freshservice.com | false | false | 0 | 2023-03-05T10:13:48Z | 2023-03-05T10:13:48Z | | 21008416872 | 21001397559 | try to upload file | jack@freshservice.com | false | false | 0 | 2023-03-05T10:09:29Z | 2023-03-05T10:09:29Z | | 21008416852 | 21001397559 | try to upload file | jack@freshservice.com | false | false | 0 | 2023-03-05T10:04:25Z | 2023-03-05T10:04:25Z | | 21008416838 | 21001397559 | try to upload file | jack@freshservice.com | false | false | 0 | 2023-03-05T10:00:45Z | 2023-03-05T10:00:45Z | | 21008416788 | 21001397559 | try to upload file | jack@freshservice.com | false | false | 0 | 2023-03-05T09:46:43Z | 2023-03-05T09:46:43Z | | 21006798574 | 21001397559 | Can you provide some screenshots? | | false | false | 2 | 2023-02-01T15:41:22Z | 2023-02-01T15:41:33Z | | 21006225815 | 21001397559 | Can you provide some screenshots? | jack@freshservice.com | false | false | 0 | 2023-01-15T14:15:14Z | 2023-01-15T14:15:14Z | | 21006225647 | 21001397559 | We are working on this issue. Will keep you posted. | jack@freshservice.com | false | false | 0 | 2023-01-15T13:11:25Z | 2023-01-15T13:11:25Z |

freshservice-ticket-conversation-reply-create#


Create a new reply for an existing Ticket Conversation.

Base Command#

freshservice-ticket-conversation-reply-create

Input#

Argument NameDescriptionRequired
bodyContent of the note.Required
attachmentsAttachments. The total size of all the Ticket attachments (not just this note) cannot exceed 15MB. Please upload the file to XSOAR and provide the file ID for attaching the file to Freshservice tickets.Optional
from_emailThe email address from which the reply is sent. By default, the global support email will be used.Optional
user_idThe ID of the agent/user who is adding the note (use freshservice-agent-list to get the agent ID).Optional
cc_emailsEmail address added in the 'cc' field of the outgoing Ticket email.Optional
bcc_emailsEmail address added in the 'bcc' field of the outgoing Ticket email.Optional
ticket_idTicket ID (use freshservice-ticket-list to get ticket ID).Required

Context Output#

PathTypeDescription
Freshservice.Ticket.Conversation.Reply.idNumberTicket Conversation Reply ID.
Freshservice.Ticket.Conversation.Reply.user_idNumberTicket Conversation Reply user ID.
Freshservice.Ticket.Conversation.Reply.to_emailsStringTicket Conversation Reply to emails.
Freshservice.Ticket.Conversation.Reply.bodyStringTicket Conversation Reply body.
Freshservice.Ticket.Conversation.Reply.body_textStringTicket Conversation Reply body text.
Freshservice.Ticket.Conversation.Reply.ticket_idNumberTicket Conversation Reply ticket ID.
Freshservice.Ticket.Conversation.Reply.created_atDateTicket conversation reply creation time.
Freshservice.Ticket.Conversation.Reply.updated_atDateTicket Conversation Reply updated at.
Freshservice.Ticket.Conversation.Reply.from_emailStringTicket Conversation Reply from email.

Command example#

!freshservice-ticket-conversation-reply-create body=body ticket_id=6

Context Example#

{
"Freshservice": {
"Ticket": {
"Conversation": {
"attachments": [],
"bcc_emails": [],
"body": "<div>body</div>",
"body_text": "body",
"cc_emails": [],
"created_at": "2023-04-13T14:16:01Z",
"from_email": "QDEV@qmasters.freshservice.com",
"id": 21010431439,
"ticket_id": 6,
"to_emails": [
"jack@freshservice.com"
],
"updated_at": "2023-04-13T14:16:01Z",
"user_id": 21001397559
},
"id": "6"
}
}
}

Human Readable Output#

Ticket conversation reply created successfully#

IdUser IdBody TextTo EmailsFrom EmailCreated AtUpdated At
2101043143921001397559bodyjack@freshservice.comQDEV@qmasters.freshservice.com2023-04-13T14:16:01Z2023-04-13T14:16:01Z

freshservice-ticket-conversation-note-create#


Create a new note for an existing Ticket Conversation.

Base Command#

freshservice-ticket-conversation-note-create

Input#

Argument NameDescriptionRequired
attachmentsAttachments. The total size of all the Ticket attachments (not just this note) cannot exceed 15MB. Please upload the file to XSOAR and provide the file ID for attaching the file to Freshservice tickets.Optional
bodyContent of the note.Required
incomingSet to true if a particular note should appear as being created from the outside (i.e., not through the web portal). The default value is false. Possible values are: true, false.Optional
notify_emailsEmail addresses of agents/users who need to be notified about this note.Optional
privateSet to false if the note is not private. The default value is true. Possible values are: true, false.Optional
user_idThe ID of the agent/user who is adding the note (use freshservice-agent-list to get the agent ID).Optional
ticket_idTicket ID (use freshservice-ticket-list to get ticket ID).Required

Context Output#

PathTypeDescription
Freshservice.Ticket.Conversation.Note.idDateTicket Conversation Note ID.
Freshservice.Ticket.Conversation.Note.user_idDateTicket Conversation Note user ID.
Freshservice.Ticket.Conversation.Note.bodyStringTicket Conversation Note body.
Freshservice.Ticket.Conversation.Note.body_textStringTicket Conversation Note body text.
Freshservice.Ticket.Conversation.Note.ticket_idNumberTicket Conversation Note ticket ID.
Freshservice.Ticket.Conversation.NoteCreate.Created_atDateTicket conversation note creation time.
Freshservice.Ticket.Conversation.Note.updated_atDateTicket Conversation Note updated at.
Freshservice.Ticket.Conversation.Note.incomingBooleanTicket Conversation Note incoming.
Freshservice.Ticket.Conversation.Note.privateBooleanTicket Conversation Note private.
Freshservice.Ticket.Conversation.Note.support_emailStringTicket Conversation Note support email.

Command example#

!freshservice-ticket-conversation-note-create body=body ticket_id=6

Context Example#

{
"Freshservice": {
"Ticket": {
"Note": {
"attachments": [],
"body": "<div>body</div>",
"body_text": "body",
"created_at": "2023-04-13T14:16:06Z",
"id": 21010431444,
"incoming": false,
"private": true,
"support_email": null,
"ticket_id": 6,
"to_emails": [],
"updated_at": "2023-04-13T14:16:06Z",
"user_id": 21001397559
},
"id": "6"
}
}
}

Human Readable Output#

Ticket conversation note created successfully#

IdUser IdBody TextTo EmailsIncomingPrivateSourceCreated AtUpdated At
2101043144421001397559bodyfalsetrue2023-04-13T14:16:06Z2023-04-13T14:16:06Z

freshservice-ticket-conversation-update#


Update an existing Conversation on an existing Ticket in Freshservice.

Base Command#

freshservice-ticket-conversation-update

Input#

Argument NameDescriptionRequired
bodyConversation content to update.Required
conversation_idThe Conversation ID (use freshservice-ticket-conversation-list to get the conversation ID).Required
nameConversation name.Optional
attachmentConversation attachment.Optional

Context Output#

PathTypeDescription
Freshservice.Ticket.Conversation.idDateConversation ID.
Freshservice.Ticket.Conversation.user_idDateConversation user ID.
Freshservice.Ticket.Conversation.bodyStringConversation body.
Freshservice.Ticket.Conversation.body_textStringConversation body text.
Freshservice.Ticket.Conversation.ticket_idNumberConversation ticket ID.
Freshservice.Ticket.Conversation.created_atDateConversation creation time.
Freshservice.Ticket.Conversation.updated_atDateConversation updated at.
Freshservice.Ticket.Conversation.incomingBooleanConversation incoming.
Freshservice.Ticket.Conversation.privateBooleanConversation private.
Freshservice.Ticket.Conversation.support_emailStringConversation support email.

Command example#

!freshservice-ticket-conversation-update body=body conversation_id=21009603527

Context Example#

{
"Freshservice": {
"Ticket": {
"Conversation": {
"attachments": [],
"body": "body",
"body_text": "body",
"created_at": "2023-03-26T11:42:56Z",
"id": 21009603527,
"incoming": false,
"private": false,
"support_email": null,
"ticket_id": 6,
"to_emails": [],
"updated_at": "2023-04-13T14:16:12Z",
"user_id": 21001397559
},
"id": 6
}
}
}

Human Readable Output#

Ticket conversation updated successfully#

IdUser IdBody TextTo EmailsIncomingPrivateSourceCreated AtUpdated At
2100960352721001397559bodyfalsefalse2023-03-26T11:42:56Z2023-04-13T14:16:12Z

freshservice-ticket-conversation-delete#


Delete the Conversation on a Ticket with the given ID from Freshservice.

Base Command#

freshservice-ticket-conversation-delete

Input#

Argument NameDescriptionRequired
conversation_idThe conversation ID to delete (use freshservice-ticket-conversation-list to get the conversation ID).Required

Context Output#

There is no context output for this command.

Command example#

!freshservice-ticket-conversation-delete conversation_id=21010429932

Human Readable Output#

Conversation deleted successfully

freshservice-problem-list#


Retrieve a list of all Problems or a specific problem with the given ID from Freshservice.

Base Command#

freshservice-problem-list

Input#

Argument NameDescriptionRequired
pagePage number of paginated results. Minimum value: 1.Optional
page_sizeThe number of items per page.Optional
limitThe maximum number of records to retrieve. Default is 50.Optional
problem_idThe Problem request ID.Optional

Context Output#

PathTypeDescription
Freshservice.Problem.idNumberProblem ID.
Freshservice.Problem.agent_idNumberProblem agent ID.
Freshservice.Problem.descriptionStringProblem description.
Freshservice.Problem.requester_idDateProblem requester ID.
Freshservice.Problem.subjectStringProblem subject.
Freshservice.Problem.group_idDateProblem group ID.
Freshservice.Problem.priorityNumberProblem priority.
Freshservice.Problem.impactNumberProblem impact.
Freshservice.Problem.statusNumberProblem status.
Freshservice.Problem.due_byDateThe timestamp that denotes when the problem is due to be resolved.
Freshservice.Problem.known_errorBooleanProblem known error.
Freshservice.Problem.department_idNumberProblem department ID.
Freshservice.Problem.categoryStringProblem category.
Freshservice.Problem.sub_categoryStringProblem sub-category.
Freshservice.Problem.item_categoryStringProblem item category.
Freshservice.Problem.created_atDateProblem creation time
Freshservice.Problem.updated_atDateProblem updated at.

Command example#

!freshservice-problem-list

Context Example#

{
"Freshservice": {
"Problem": [
{
"agent_id": null,
"assets": [],
"category": null,
"created_at": "2023-04-13T14:02:45Z",
"department_id": null,
"description": "<div>Hi guys, <br/><br/>We have been facing issues when we try to reach Email Server 3. Looks like there is something wrong here.<br/><br/>Regards<br/> Rachel<br/> </div>",
"description_text": "Hi guys, We have been facing issues when we try to reach Email Server 3. Looks like there is something wrong here. Regards Rachel",
"due_by": "2023-07-20T16:18:46Z",
"group_id": null,
"id": 39,
"impact": "Low",
"item_category": null,
"known_error": false,
"priority": "Medium",
"requester_id": 21001523090,
"status": "Change Requested",
"sub_category": null,
"subject": "Unable to reach email server",
"updated_at": "2023-04-13T14:02:45Z",
"workspace_id": 2
},
{
"agent_id": null,
"assets": [],
"category": null,
"created_at": "2023-04-13T14:00:51Z",
"department_id": null,
"description": "<div>Hi guys, <br/><br/>We have been facing issues when we try to reach Email Server 3. Looks like there is something wrong here.<br/><br/>Regards<br/> Rachel<br/> </div>",
"description_text": "Hi guys, We have been facing issues when we try to reach Email Server 3. Looks like there is something wrong here. Regards Rachel",
"due_by": "2023-07-20T16:18:46Z",
"group_id": null,
"id": 38,
"impact": "Low",
"item_category": null,
"known_error": false,
"priority": "Medium",
"requester_id": 21001523090,
"status": "Change Requested",
"sub_category": null,
"subject": "Unable to reach email server",
"updated_at": "2023-04-13T14:00:51Z",
"workspace_id": 2
},
{
"agent_id": null,
"assets": [],
"category": null,
"created_at": "2023-04-13T13:59:58Z",
"department_id": null,
"description": "<div>Hi guys, <br/><br/>We have been facing issues when we try to reach Email Server 3. Looks like there is something wrong here.<br/><br/>Regards<br/> Rachel<br/> </div>",
"description_text": "Hi guys, We have been facing issues when we try to reach Email Server 3. Looks like there is something wrong here. Regards Rachel",
"due_by": "2023-07-20T16:18:46Z",
"group_id": null,
"id": 37,
"impact": "Low",
"item_category": null,
"known_error": false,
"priority": "Medium",
"requester_id": 21001523090,
"status": "Change Requested",
"sub_category": null,
"subject": "Unable to reach email server",
"updated_at": "2023-04-13T13:59:58Z",
"workspace_id": 2
},
{
"agent_id": null,
"assets": [],
"category": null,
"created_at": "2023-04-13T13:56:10Z",
"department_id": null,
"description": "<div>Hi guys, <br/><br/>We have been facing issues when we try to reach Email Server 3. Looks like there is something wrong here.<br/><br/>Regards<br/> Rachel<br/> </div>",
"description_text": "Hi guys, We have been facing issues when we try to reach Email Server 3. Looks like there is something wrong here. Regards Rachel",
"due_by": "2023-07-20T16:18:46Z",
"group_id": null,
"id": 35,
"impact": "Low",
"item_category": null,
"known_error": false,
"priority": "Medium",
"requester_id": 21001523090,
"status": "Change Requested",
"sub_category": null,
"subject": "Unable to reach email server",
"updated_at": "2023-04-13T13:56:10Z",
"workspace_id": 2
},
{
"agent_id": 21001397559,
"assets": [
{
"agent_id": null,
"asset_tag": "ASSET-1",
"department_id": null,
"description": null,
"display_id": 1,
"group_id": null,
"impact": 2,
"name": "Andrea's Laptop"
},
{
"agent_id": null,
"asset_tag": "ASSET-2",
"department_id": null,
"description": null,
"display_id": 2,
"group_id": null,
"impact": 1,
"name": "Dell Monitor"
},
{
"agent_id": null,
"asset_tag": "ASSET-3",
"department_id": null,
"description": null,
"display_id": 3,
"group_id": null,
"impact": 1,
"name": "Logitech Mouse"
},
{
"agent_id