Freshservice

Version: 1.0.8

Freshservice is a cloud based IT service management software for service desk with an automation tool to manage incidents, assets and other facilities.

Connect Freshservice with LogicHub

  1. Navigate to Automations > Integrations.
  2. Search for Freshservice.
  3. Click Details, then the + icon. Enter the required information in the following fields.
    • Label: Enter a connection name.
    • Reference Values: Define variables here to templatize integration connections and actions. For example, you can use https://www.{{hostname}}.com where, hostname is a variable defined in this input. For more information on how to add data, see 'Add Data' Input Type for Integrations.
    • Verify SSL: Select option to verify connecting server's SSL certificate (Default is Verify SSL Certificate).
    • Remote Agent: Run this integration using the LogicHub Remote Agent.
    • Server URL: The Server URL to connect to the Freshservice. Example: https://domain.freshservice.com.
    • API Key: The API Key to connect to the Freshservice.
  4. After you've entered all the details, click Connect.

Actions for Freshservice

Create Ticket

Create a new ticket in your service desk. For detailed documentation please visit: https://api.freshservice.com/v2/#create_ticket

Input Field

Choose a connection that you have previously created and then fill in the necessary information in the following input fields to complete the connection.

Input NameDescriptionRequired
RequesterJinja-templated text containing the email id of Requester.
Example: {{email_column}}.
Required
Group IDJinja-templated text containing ID of the group.
Example: {{column1}}.
Required
SubjectJinja-templated text containing subject of the ticket.
Example: {{column1}}, {{column2}}.
Required
DescriptionJinja-templated text containing description of the ticket.
Example: {{column1}}, {{column2}}.
Required
AssigneeJinja-templated text containing responder id of the ticket.
Example: {{responder_id_column}}.
Optional

📘

To get a user ID, use the inspect element feature of Google Chrome.

33603360
Input NameDescriptionRequired
Cc EmailsJinja-templated text containing comma separated email address added in the 'cc' field of the incoming ticket email.
Example: {{column1}}, {{column2}}.
Optional
StatusSelect status of the ticket (Default is Open).Optional
PrioritySelect Priority of the ticket (Default is Medium).Optional
Custom FieldsJinja-templated text with key value pairs containing the names and values of custom fields.
Example: {"Key1": "{{column1}}", "Key2":"{{column2}}"}.
Optional
AttachmentJinja-templated text containing the file id of attachment.
Example: {{file_id_column}}.
Optional
AssetsJinja-templated text containing the list of assets associated with the ticket.
Example: [{ "display_id": {{column1}} }, { "display_id": {{column2}} }].
Optional
Optional ParametersJinja-templated text containing the optional parameters.
Example: {"urgency": 1, "impact": {{impact_column}}}.
Optional

Output

A JSON object containing multiple rows of result:

  • has_error: True/False
  • error: message/null
  • result: Ticket details.
{
  "ticket": {
    "cc_emails": [
      "[email protected]"
    ],
    "fwd_emails": [],
    "reply_cc_emails": [
      "[email protected]"
    ],
    "fr_escalated": false,
    "spam": false,
    "email_config_id": null,
    "group_id": 1804536823,
    "priority": 1,
    "requester_id": 186754729,
    "responder_id": null,
    "source": 2,
    "status": 2,
    "subject": "qabc_Test5",
    "to_emails": null,
    "department_id": null,
    "id": 51,
    "type": "Incident",
    "due_by": "2021-01-28T16:48:06Z",
    "fr_due_by": "2021-01-21T13:48:06Z",
    "is_escalated": false,
    "description": "d",
    "description_text": "d",
    "category": null,
    "sub_category": null,
    "item_category": null,
    "custom_fields": {
      "cust1": "custom1111"
    },
    "created_at": "2021-01-18T16:48:06Z",
    "updated_at": "2021-01-18T16:48:06Z",
    "tags": [],
    "attachments": [
      {
        "id": 18000073324,
        "content_type": "image/png",
        "size": 3048,
        "name": "1.png",
        "attachment_url": "https://logichub.attachments.freshservice.com/data/helpdesk/attachments/production/18000073324/original/1.png?Expires=1611074888&Signature=N4n6vwEyMuUhXXm9fHKkpt3chl0vs-8-2Nw3O3We1rI7TNAO2wppnTL8HZhKTZXB2808ZcnmCuFHdjWiSetCccRjYM0G~Aq5QQdwoBeKBSj~L7ifqXSMxqtMd7yu~wKEdk43xtcm-oPFbvZ9BFoC6ZYd5R8Q2jWtxhm4S~K-EwOnl-zRC3GHCQUNewqHlE~Q5TuYzFx5Cwu2dPE3xpsn1aDoi5YHFgzxyBlH9IoaqrDHv1IpPH4HUmwR8Svh3i1kLcpQ58iUyrEu4mIlYKVq~Lb6PejSJzkD2oWqwrC0tKVPRqlrF~1YH3cOe2WKczK0gNht8i08pdMrVDbxj2UHaA__&Key-Pair-Id=APKAIPHBXWY2KT5RCMPQ",
        "created_at": "2021-01-18T16:48:08Z",
        "updated_at": "2021-01-18T16:48:08Z"
      }
    ],
    "assets": [
      {
        "name": "Dell Monitor",
        "description": null,
        "ci_type_id": 180045402124,
        "impact": 1,
        "created": "2021-01-16T08:28:36-05:00",
        "updated": "2021-01-16T08:28:36-05:00",
        "user_id": null,
        "department_id": null,
        "assigned_on": null,
        "agent_id": null,
        "author_id": 145254730,
        "author_type": "User",
        "deleted": false,
        "display_id": 2,
        "salvage": null
      },
      {
        "name": "Andrea's Laptop",
        "description": null,
        "ci_type_id": 18656102137,
        "impact": 2,
        "created": "2021-01-16T08:28:36-05:00",
        "updated": "2021-01-16T08:28:36-05:00",
        "user_id": 5454,
        "department_id": null,
        "assigned_on": null,
        "agent_id": null,
        "author_id": 18000254730,
        "author_type": "User",
        "deleted": false,
        "display_id": 1,
        "salvage": null
      }
    ]
  },
  "error": null,
  "has_error": false
}

Get All Tickets

List all the tickets. Use filters to view only specific tickets (those which match the criteria that you choose). By default only tickets that have not been deleted or marked as spam will be returned, unless you use the 'deleted' filter.

Input Field

Choose a connection that you have previously created and then fill in the necessary information in the following input fields to complete the connection.

Input NameDescriptionRequired
RequesterJinja-templated text containing the email id of Requester.
Example: {{email_column}}.
Optional
Predefined FiltersSelect predefined filters (Default is No Filter).Optional
Updated SinceJinja-templated text containing updated since time.
Example: 2021-01-17T02:00:00Z.
Optional
TypeJinja-templated text containing the type of the ticket.
Example: {service_request_column}}.
Optional
Sort BySelect sorting order (Default is Descending).Optional
EmbedSelect embed (Default is None).Optional

Output

A JSON object containing multiple rows of result:

  • has_error: True/False
  • error: message/null
  • result: List of tickets.
{
  "category": null,
  "cc_emails": [],
  "created_at": "2021-01-18T12:13:38Z",
  "custom_fields": {
    "cust1": null
  },
  "deleted": false,
  "department_id": null,
  "description": "",
  "description_text": "",
  "due_by": "2021-01-20T19:00:00Z",
  "email_config_id": null,
  "error": null,
  "fr_due_by": "2021-01-18T21:00:00Z",
  "fr_escalated": false,
  "fwd_emails": [],
  "group_id": null,
  "has_error": false,
  "id": 39,
  "is_escalated": false,
  "item_category": null,
  "priority": 2,
  "reply_cc_emails": [],
  "requester": {
    "email": "[email protected]",
    "id": 18000254729,
    "mobile": null,
    "name": "fadf dgdg",
    "phone": "8989998989"
  },
  "requester_id": 18000254729,
  "responder_id": null,
  "source": 2,
  "spam": false,
  "status": 2,
  "sub_category": null,
  "subject": "Request for vsvvsv : ID Card",
  "to_emails": null,
  "type": "Service Request",
  "updated_at": "2021-01-18T12:13:38Z"
}

Get Ticket By ID

Get the ticket details by its id.

Input Field

Choose a connection that you have previously created and then fill in the necessary information in the following input fields to complete the connection.

Input NameDescriptionRequired
Ticket IDColumn name from parent table to lookup value of the id of the ticket.Required
EmbedSelect embed (Default is None).Optional

Output

A JSON object containing multiple rows of result:

  • has_error: True/False
  • error: message/null
  • result: Ticket details.
{
  "ticket": {
    "cc_emails": [],
    "fwd_emails": [],
    "reply_cc_emails": [],
    "fr_escalated": false,
    "spam": false,
    "email_config_id": null,
    "group_id": null,
    "priority": 2,
    "requester_id": 18000254729,
    "responder_id": null,
    "source": 2,
    "status": 2,
    "subject": "Request for ssss : ID Card",
    "to_emails": null,
    "sla_policy_id": 18000002328,
    "department_id": null,
    "id": 39,
    "type": "Service Request",
    "due_by": "2021-01-20T19:00:00Z",
    "fr_due_by": "2021-01-18T21:00:00Z",
    "is_escalated": false,
    "description": "",
    "description_text": "",
    "custom_fields": {
      "cust1": null
    },
    "created_at": "2021-01-18T12:13:38Z",
    "updated_at": "2021-01-18T12:13:38Z",
    "urgency": 1,
    "impact": 1,
    "category": null,
    "sub_category": null,
    "item_category": null,
    "deleted": false,
    "attachments": [],
    "conversations": [],
    "approval_status": null,
    "approval_status_name": "Not Requested"
  },
  "error": null,
  "has_error": false
}

Add/Update Note

Add a note to ticket or update a note if conversation id provided.

Input Field

Choose a connection that you have previously created and then fill in the necessary information in the following input fields to complete the connection.

Input NameDescriptionRequired
Ticket IDColumn name from parent table to lookup value of the id of the ticket.Required
Conversation IDColumn name from parent table to lookup value of the id of the conversation, If this value is provided note will be updated.Optional
BodyJinja-templated text containing the content of the note.
Example: {{column_service}}, {{column_request}}.
Optional

Output

A JSON object containing multiple rows of result:

  • has_error: True/False
  • error: message/null
  • result: Conversation details.
{
  "conversation": {
    "id": 18000370880,
    "incoming": false,
    "private": false,
    "user_id": 18000254729,
    "support_email": null,
    "body": "updated by Indra",
    "body_text": "updated by Indra",
    "ticket_id": 52,
    "to_emails": [],
    "attachments": [],
    "created_at": "2021-01-18T16:56:33Z",
    "updated_at": "2021-01-18T16:56:33Z"
  },
  "error": null,
  "has_error": false
}

Close Ticket

Close a ticket by its id

Input Field

Choose a connection that you have previously created and then fill in the necessary information in the following input fields to complete the connection.

Input NameDescriptionRequired
Ticket IDColumn name from parent table to lookup value of the id of the ticket.Required

Output

A JSON object containing multiple rows of result:

  • has_error: True/False
  • error: message/null
  • result: Ticket details.
{
  "ticket": {
    "cc_emails": [
      "[email protected]"
    ],
    "fwd_emails": [],
    "reply_cc_emails": [
      "[email protected]"
    ],
    "spam": false,
    "email_config_id": null,
    "fr_escalated": false,
    "group_id": 18000036823,
    "priority": 1,
    "requester_id": 18000254729,
    "responder_id": null,
    "source": 2,
    "status": 5,
    "subject": "sub",
    "description": "<div>desa</div>",
    "description_text": "desa",
    "category": null,
    "sub_category": null,
    "item_category": null,
    "custom_fields": {
      "cust1": "custom1111"
    },
    "id": 32,
    "type": "Incident",
    "to_emails": null,
    "department_id": null,
    "is_escalated": false,
    "tags": [],
    "due_by": "2021-01-28T13:53:42Z",
    "fr_due_by": "2021-01-20T19:53:42Z",
    "created_at": "2021-01-17T20:06:21Z",
    "updated_at": "2021-01-18T13:53:42Z",
    "attachments": [
      {
        "id": 18000072865,
        "content_type": "application/octet-stream",
        "size": 89830,
        "name": "e44f4f8a484742d68d3df63a21519660",
        "attachment_url": "https://logichub.attachments.freshservice.com/data/helpdesk/attachments/production/18000072865/original/e44f4f8a484742d68d3df63a21519660?Expires=1611075452&Signature=nnFTCBlA1z0jnDFvElD2-lqsKgTwxUqc7JPE5yNtbcXtnC5PjeSKv8BEIpsLPxUB0~nG8omyjDz6uwiMO3gsCDnt7gWbXbGj1uCjnjcIX4koy0Z~Z9~sAFi0y2tYDB0SgY6lsUnu4Klirs4KL8db6bPinq7BDdGP~hNzh6kQ-51lD4AXqa9hWBJowBCC0Pf~Fhe7cVzIxlU14GRbdIkt~F-H0vNZJ0Xpq6SxzYBtlzjS6ajHWj3qmRbo889hOLfEbeQW6fuYHWtjdNsIxPkgZQ4bAcvwu7C-qZDcTq52bcD8wESsF1ykEG1Em04yaOL15O3QXHqaKpV8~I8QTS2g1A__&Key-Pair-Id=APKAIPHBXWY2KT5RCMPQ",
        "created_at": "2021-01-17T20:07:45Z",
        "updated_at": "2021-01-17T20:07:45Z"
      }
    ]
  },
  "error": null,
  "has_error": false
}

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