Freshservice

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

Integration with LogicHub

Connecting with Freshservice

To connect to Freshservice following details are required:

  • Label: Connection name.
  • 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.

Actions with Freshservice

Create Ticket

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

Inputs to this action

  • Connection: Choose a connection that you have created.
  • Jinja Template Requester: Jinja-templated text containing the email id of Requester. Example: {{email_column}}.
  • Jinja Template Group ID: Jinja-templated text containing id of the group. Example: {{column1}}.
  • Jinja Template Subject: Jinja-templated text containing subject of the ticket. Example: {{column1}}, {{column2}}.
  • Jinja Template Description: Jinja-templated text containing description of the ticket. Example: {{column1}}, {{column2}}.
  • Jinja Template Assignee (Optional): inja-templated text containing responder id of the ticket. Example: {{responder_id_column}}.

Note: To get user id please use inspect element feature of google chrome:

  • Jinja Template CC Emails (Optional): Jinja-templated text containing comma separated email address added in the 'cc' field of the incoming ticket email. Example: {{column1}}, {{column2}}.
  • Status (Optional): Select status of the ticket (Default is Open).
  • Priority (Optional): Select Priority of the ticket (Default is Medium).
  • Jinja Template Custom Fields (Optional): Jinja-templated text with key value pairs containing the names and values of custom fields. Example: {"Key1": "{{column1}}", "Key2":"{{column2}}"}.
  • Jinja Template Attachment (Optional): Jinja-templated text containing the file id of attachment. Example: {{file_id_column}}.
  • Jinja Template Assets (Optional): Jinja-templated text containing the list of assets associated with the ticket. Example: [{ "display_id": {{column1}} }, { "display_id": {{column2}} }].
  • Jinja Template Optional Parameters (Optional):Jinja-templated text containing the optional parameters. Example: {"urgency": 1, "impact": {{impact_column}}}.

Output of action
JSON containing the following items:

  • 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.

Inputs to this action

  • Connection: Choose a connection that you have created.
  • Jinja Template Requester (Optional): Jinja-templated text containing the email id of Requester. Example: {{email_column}}.
  • Predefined Filters (Optional): Select predefined filters (Default is No Filter).
  • Jinja Template Updated Since (Optional): Jinja-templated text containing updated since time. Example: 2021-01-17T02:00:00Z.
  • Jinja Template Type (Optional): Jinja-templated text containing the type of the ticket. Example: {service_request_column}}.
  • Sort By (Optional): Select sorting order (Default is Descending).
  • Embed (Optional): Select embed (Default is None).

Output of action
JSON containing the following items:

  • 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.

Inputs to this action

  • Connection: Choose a connection that you have created.
  • Ticket ID: Column name from parent table to lookup value of the id of the ticket.
  • Embed (Optional): Select embed (Default is None).

Output of action
JSON containing the following items:

  • 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.

Inputs to this action

  • Connection: Choose a connection that you have created.
  • Ticket ID: Column name from parent table to lookup value of the id of the ticket.
  • Conversation ID (Optional): Column name from parent table to lookup value of the id of the conversation, If this value is provided note will be updated.
  • Jinja Template Body (Optional): Jinja-templated text containing the content of the note. Example: {{column_service}}, {{column_request}}.

Output of action
JSON containing the following items:

  • 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

Inputs to this action

  • Connection: Choose a connection that you have created.
  • Ticket ID: Column name from parent table to lookup value of the id of the ticket.
    Output of action
    JSON containing the following items:
  • 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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