Freshservice

The Freshservice modules allow you to monitor, list, retrieve, create/update, or delete tickets, problems, changes, releases, requesters, time entries and tasks in your Freshservice account.

Getting Started with Freshservice

Prerequisites

• A Freshservice account

In order to use Freshservice with Integromat, it is necessary to have a Freshservice account. If you do not have one, you can create a Freshservice account at freshservice.com/signup.

Connecting Freshservice to Integromat

To connect your Freshservice account to Integromat you need to obtain the API Key from your account.

1. Log in to your Freshservice account.

2. Open your Profile Settings.

3. Copy the API Key displayed in the top-right corner.

4. Go to Integromat and open the Freshservice module's Create a connection dialog.

5. Enter your Domain Name.

6. Enter the API Key you have copied in step 3 to the respective field and click the Continue button to establish the connection.

Ticket

Watch Tickets

Returns ticket details when a ticket is created or updated.

Connection	Establish a connection to your Freshservice account.
Watch	Select whether you want to watch new tickets (Created Date) or updated tickets (Updated Date)
Filter By	Select the status of tickets that you want to return.
Limit	Set the maximum number of tickets Integromat will return during one execution cycle.

List Tickets

Returns all tickets in your account.

Connection	Establish a connection to your Freshservice account.
Filter By	Select the filter you want to use. Default Filters Select whether to return new & my open tickets, tickets you are watching (Monitored), Spam, or tickets in trash (Deleted) tickets. Requester email Enter the email of the ticket requester. All Tickets No filter is applied.
Limit	Set the maximum number of tickets Integromat will return during one execution cycle.

Get Ticket

Retrieves ticket details.

Connection	Establish a connection to your Freshservice account.
Ticket ID	Select or map the ID of the ticket you want to retrieve details about.

Create Ticket

Creates a new ticket.

Connection	Establish a connection to your Freshservice account.
Requester Email	Enter (map) or select the email address of the requester. If you switch to mapping mode, the new email address can be entered.
Subject	Enter the subject of the ticket.
Description	Enter the text content of the ticket description.
Priority	Set the priority for the new ticket.
Status	Select the status of the new ticket.
Urgency	Set the ticket urgency.
Impact	Set the impact of the ticket.
Source Type	Select the channel through which the ticket was created.
Agent ID	Enter the ID of the agent to whom the ticket is assigned.
Ticket Type	Select the type of ticket.
Group	Select or enter the ID of the group to which the ticket is assigned.
Category	Select the category for the ticket.
CC Email	Enter (add) email addresses added in the 'cc' field of the incoming ticket email.
Department	Select the department of the requester.
Custom Fields	Enter the key-value pairs containing the names and values of the custom fields. Read more about customizing tickets fields.

Update Ticket

Updates ticket fields.

Connection	Establish a connection to your Freshservice account.
Ticket ID	Select or map the ID of the ticket you want to update.

Please find the descriptions of the fields in the Create Ticket section above.

Delete Ticket

Delete a specified ticket.

Connection	Establish a connection to your Freshservice account.
Ticket ID	Select or map the ID of the ticket you want to delete.

Problems

Watch Problems

Returns the details of problems when a change is created or updated.

Connection	Establish a connection to your Freshservice account.
Watch	Select whether you want to watch new problems (Created Date) or updated problems (Updated Date)
Filter By	Select the status of the problem that you want to watch.
Limit	Set the maximum number of problems Integromat will return during one execution cycle.

List Problems

Returns all problems in your account.

Connection	Establish a connection to your Freshservice account.
Filter By	Select the filter you want to use for the returned problems.
Limit	Set the maximum number of problems Integromat will return during one execution cycle.

Get Problem

Retrieves problem details.

Connection	Establish a connection to your Freshservice account.
Problem ID	Select or map the ID of the problem you want to retrieve details about.

Create Problem

Creates a new problem.

Connection	Establish a connection to your Freshservice account.
Requester Email	Enter (map) or select the email address of the requester. If you switch to mapping mode, the new email address can be entered.
Subject	Enter the subject of the problem.
Description	Enter the text content of the problem description.
Priority	Set the priority for the new problem.
Status	Select the status of the new problem.
Impact	Set the impact of the problem.
Due By	Enter the problem due by time. E.g. 2020-08-29T11:40:26+05:30. The list of supported date and time formats.
Agent ID	Enter the ID of the agent to whom the problem is assigned.
Group	Select or enter the ID of the group to which the problem is assigned.
Department	Select the department of the requester.
Category	Select the category for the problem.
Custom Fields	Enter the key-value pairs containing the names and values of the custom fields.

Update Problem

Updates problem fields.

Connection	Establish a connection to your Freshservice account.
Problem ID	Select or map the ID of the problem you want to update.

Please find the descriptions of the fields in the Create Problem section above.

Delete Problem

Delete a specified problem.

Connection	Establish a connection to your Freshservice account.
Problem ID	Select or map the ID of the problem you want to delete.

Change

Watch Changes

Returns details when a change is created or updated.

Connection	Establish a connection to your Freshservice account.
Watch	Select whether you want to watch new changes (Created Date) or updated changes (Updated Date)
Filter By	Select the status of change that you want to watch.
Limit	Set the maximum number of changes Integromat will return during one execution cycle.

List Changes

Returns all changes in your account.

Connection	Establish a connection to your Freshservice account.
Filter By	Select the filter you want to use for the returned changes.
Limit	Set the maximum number of changes Integromat will return during one execution cycle.

Get Change

Retrieves change details.

Connection	Establish a connection to your Freshservice account.
Change ID	Select or map the ID of the change you want to retrieve details about.

Create Change

Creates a new change.

Connection	Establish a connection to your Freshservice account.
Requester Email	Enter (map) or select the email address of the requester. If you switch to mapping mode, the new email address can be entered.
Subject	Enter the subject of the change.
Description	Enter the text content for the change description.
Planned Start Date	Enter the planned start date. E.g. 2020-08-29T06:10:26.000Z.
Planned End Date	Enter the planned start date. E.g. 2021-08-29T06:10:26.000Z.
Change Type	Select the type of change.
Status	Select the status of the new change.
Priority	Set the change priority.
Impact	Set the impact of the change.
Risk	Select the risk of the change.
Group	Select or enter the ID of the group to which the change is assigned.
Agent ID	Enter the ID of the agent to whom the change is assigned.
Department	Select the department of the requester.
Category	Select the category of the change.
Custom Fields	Enter the key-value pairs containing the names and values of the custom fields.

Update Change

Updates a change.

Connection	Establish a connection to your Freshservice account.
Change ID	Select or map the ID of the change you want to update.

Please find the descriptions of the fields in the Create Change section above.

Delete Change

Deletes a change.

Connection	Establish a connection to your Freshservice account.
Change ID	Select or map the ID of the change you want to delete.

Release

Watch Releases

Returns release details when a release is created or updated.

Connection	Establish a connection to your Freshservice account.
Watch	Select whether you want to watch new releases (Created Date) or updated releases (Updated Date)
Filter By	Select the status of releases that you want to return.
Limit	Set the maximum number of releases Integromat will return during one execution cycle.

List Releases

Returns all releases in your account.

Connection	Establish a connection to your Freshservice account.
Filter By	Select the filter you want to use for the returned releases.
Limit	Set the maximum number of releases Integromat will return during one execution cycle.

Get Release

Retrieves release details.

Connection	Establish a connection to your Freshservice account.
Release ID	Select or map the ID of the release you want to retrieve details about.

Create Release

Creates a new release.

Connection	Establish a connection to your Freshservice account.
Subject	Enter the subject of the release.
Description	Enter the text content for the release description.
Planned Start Date	Enter the planned start date. E.g. 2020-08-29T06:10:26.000Z. The list of supported date and time formats.
Planned End Date	Enter the planned end date. E.g. 2021-08-29T06:10:26.000Z. The list of supported date and time formats.
Status	Select the status of the new release.
Priority	Set the release priority.
Release Type	Select the type of release.
Group	Select or enter the ID of the team to which the release is assigned.
Agent ID	Enter the ID of the agent to whom the release is assigned.
Department	Select the department.
Category	Select the category for the release.
Custom Fields	Enter the key-value pairs containing the names and values of the custom fields.

Update Release

Updates a release.

Connection	Establish a connection to your Freshservice account.
Release ID	Select or map the ID of the release you want to update.

Please find the descriptions of the fields in the Create Release section above.

Delete Release

Deletes a release.

Connection	Establish a connection to your Freshservice account.
Release ID	Select or map the ID of the release you want to delete.

Requester

Watch Requesters

Returns requester details when a requester is created or updated.

Connection	Establish a connection to your Freshservice account.
Watch	Select whether you want to watch new requesters (Created Date) or updated requesters (Updated Date)
State	Select the requester state to filter returned requesters by.
Search by	Select whether to filter requesters by email address or phone number.
Value	Enter the email or value you want to filter returned requesters by.
Limit	Set the maximum number of requesters Integromat will return during one execution cycle.

List Requesters

Retrieves all requesters.

Connection	Establish a connection to your Freshservice account.
State	Select the requester state to filter returned requesters by.
Search by	Select whether to filter requesters by email address or phone number.
Value	Enter the email or value you want to filter returned requesters by.
Limit	Set the maximum number of requesters Integromat will return during one execution cycle.

Create Requester

Creates a new requester.

Connection	Establish a connection to your Freshservice account.
Name	Enter the requester's name.
Email Address	Enter the requester's email address.
Title	Enter the job title of the requester.
Phone Number	Enter the requester's phone number.
Mobile Phone Number	Enter the requester's mobile phone number.
Department	Select departments associated with the requester.
Address	Enter the address of the requester.
Time Zone	Select the time zone of the requester. List of Time Zones Supported in Freshservice.

Get Requester

Retrieves requester details.

Connection	Establish a connection to your Freshservice account.
Requester ID	Select or map the ID of the requester you want to retrieve details about.

Update Requester

Updates requester details.

Connection	Establish a connection to your Freshservice account.
Requester ID	Select or map the ID of the requester you want to update.

Please find the descriptions of the fields in the Create Requester section above.

Delete Requester

Deletes a requester.

Connection	Establish a connection to your Freshservice account.
Requester ID	Select or map the ID of the requester you want to delete.

Time Entry

Watch Time Entries

Returns time entry details when a time entry is created or updated.

Connection	Establish a connection to your Freshservice account.
Watch	Select whether you want to watch new time entries (Created Date) or updated time entries (Updated Date)
Module Name	Select the module type – whether you want to watch tickets, problems, changes or releases.
ID	Enter (map) the Ticket ID, Problem ID, Change ID or Release ID you want to watch for new time entries.
Limit	Set the maximum number of time entries Integromat will return during one execution cycle.

View Time Entries

Retrieves a time entry from the specified ticket, problem, change or release.

Connection	Establish a connection to your Freshservice account.
Module Name	Select the module type – whether you want to list time entries from tickets, problems, changes or releases.
ID	Enter (map) the Ticket ID, Problem ID, Change ID or Release ID you want to retrieve time entries from.
Limit	Set the maximum number of time entries Integromat will return during one execution cycle.

Create Time Entry

Creates a time entry for the specified module (ticket, problem, change or release). 

Connection	Establish a connection to your Freshservice account.
Module Name	Select the module type – whether you want to create the time entry for a ticket, problem, change or release.
ID	Enter (map) the Ticket ID, Problem ID, Change ID or Release ID you want to create a time entry for.
Task ID	Enter (map) the task you want to create a time entry for.
Agent ID	Select or map the user to whom this time-entry is associated.
Time Running	Enable this option to set the timer as started.
Billable	Enable this option if the time entry is billable.
Time Tracking Hours	Enter the number of hours (in hh:mm format). Used to set the total time spent.
Start Time	The time at which the time-entry is added or the time of the last invoked "start-timer" action using a toggle. The list of supported date and time formats.

Update Time Entry

Updates a time entry.

Connection	Establish a connection to your Freshservice account.
Module Name	Select the module type – whether you want to update the time entry for a ticket, problem, change or release.
ID	Enter (map) the Ticket ID, Problem ID, Change ID or Release ID you want to update a time entry for.
Time Entry	Select the time entry you want to update.

Please find the descriptions of the fields in the Create Time Entry section above.

Start/Stop Timer

Starts or stops the timer for the specified time entry.

Connection	Establish a connection to your Freshservice account.
Module Name	Select the module type – whether you want to start/stop the time entry for a ticket, problem, change or release.
ID	Enter (map) the Ticket ID, Problem ID, Change ID or Release ID you want to start/stop a time entry for.
Time Entry	Select the time entry you want to start or stop the timer for.

Delete Time Entry

Deletes a specified time entry.

Connection	Establish a connection to your Freshservice account.
Module Name	Select the module type – whether you want to delete the time entry for a ticket, problem, change or release.
ID	Enter (map) the Ticket ID, Problem ID, Change ID or Release ID you want to delete a time entry for.
Time Entry	Select the time entry you want to delete.

Task

Watch Tasks

Returns task details when a task is created or updated.

Connection	Establish a connection to your Freshservice account.
Watch	Select whether you want to watch new tasks (Created Date) or updated tasks (Updated Date)
Module Name	Select the module type – whether you want to watch tickets, problems, changes or releases for tasks.
ID	Enter (map) the Ticket ID, Problem ID, Change ID or release ID you want to watch for new/updated tasks.
Limit	Set the maximum number of tasks Integromat will return during one execution cycle.

List Tasks

Retrieves a task from a specified ticket, problem, change or release.

Connection	Establish a connection to your Freshservice account.
Module Name	Select the module type – whether you want to list tasks from tickets, problems, changes or releases.
ID	Enter (map) the Ticket ID, Problem ID, Change ID or Release ID you want to retrieve tasks from.
Limit	Set the maximum number of tasks Integromat will return during one execution cycle.

Create Task

Connection	Establish a connection to your Freshservice account.
Module Name	Select the module type – whether you want to create a task for a ticket, problem, change or release.
ID	Enter (map) the Ticket ID, Problem ID, Change ID or Release ID you want to create a task for.
Title	Enter the title for the task.
Description	Enter the description of the task.
Group	Select or map the group/team assigned to the task.
Agent ID	Enter the User ID of the assigned agent.
Due Date	Enter the due date of the task. E.g. 2020-01-06 09:41:20. The list of supported date formats.
Status	Set the status of the task.
Notify Before	Select the time before the due date at which agent should be notified.

Update Task

Updates an existing task.

Connection	Establish a connection to your Freshservice account.
Module Name	Select the module type – whether you want to update a task for a ticket, problem, change or release.
ID	Enter (map) the Ticket ID, Problem ID, Change ID or Release ID you want to update a task for.

Please find the descriptions of the fields in the Create Task section above.

Delete Task

Deletes a task.

Connection	Establish a connection to your Freshservice account.
Module Name	Select the module type – whether you want to delete a task from a ticket, problem, change or release.
ID	Enter (map) the Ticket ID, Problem ID, Change ID or Release ID you want to delete a task from.
Task ID	Enter (map) the ID of the task you want to delete.

Asset

List Assets

Retrieves all assets in your account.

Connection	Establish a connection to your Freshservice account.
Limit	Set the maximum number of assets Integromat will return during one execution cycle.

Get Asset

Retrieves asset details.

Connection	Establish a connection to your Freshservice account.
Asset ID	Enter (map) or select the asset you want to retrieve details about.

Make an API Call

Allows you to perform a custom API call.

Connection	Establish a connection to your Freshservice account.
URL	Enter a path relative to https://domain.freshservice.com. E.g. projects For the list of available endpoints, refer to the Freshservice API Reference.
Method	Select the HTTP method you want to use: GET to retrieve information for an entry. POST to create a new entry. PUT to update/replace an existing entry. PATCH to make a partial entry update. DELETE to delete an entry.
Headers	Enter the desired request headers. You don't have to add authorization headers; we already did that for you.
Query String	Enter the request query string.
Body	Enter the body content for your API call.

Example of Use - List Tickets

The following API call returns a list of all tickets in your Freshservice account:

Matches of the search can be found in the module's Output under Bundle > Body. 
In our example, 4 tickets were returned: