Freshservice

Manage IT service management resources in Freshservice.

Overview

Freshservice is an IT service management (ITSM) platform. This tool provides full CRUD operations across 14 resource types: tickets, changes, problems, releases, agents, agent groups, agent roles (read-only), announcements, asset types, departments, locations, products, requesters, requester groups, and software applications. The Freshservice API uses Basic authentication with an API key, and the base URL is https://{domain}.freshservice.com/api/v2.

Category: Productivity
Tool Name: freshservice
Version: 1

Appearance: Icon: lucide-Headphones | Color: #35b86b

Node Type

Action — processes input items and produces output

Input / Output

Direction	Port(s)
Input	Input
Output	Output, Error

Credentials

This tool requires Freshservice API credentials. See the Credentials Guide for setup instructions.

Resources

Resource	Value
Agent	agent
Agent Group	agentGroup
Agent Role	agentRole
Announcement	announcement
Asset Type	assetType
Change	change
Department	department
Location	location
Problem	problem
Product	product
Release	release
Requester	requester
Requester Group	requesterGroup
Software	software
Ticket	ticket

Operations

Each resource has its own operation list. Pick the resource first, then the operation. Agent Role is read-only.

Resource	Operation	Value	Description
Agent	Create	create	Create an agent
Agent	Delete	delete	Delete an agent by ID
Agent	Get	get	Retrieve a single agent by ID
Agent	Get Many	getAll	List agents
Agent	Update	update	Update an existing agent
Agent Group	Create	create	Create an agent group
Agent Group	Delete	delete	Delete an agent group by ID
Agent Group	Get	get	Retrieve a single agent group by ID
Agent Group	Get Many	getAll	List agent groups
Agent Group	Update	update	Update an existing agent group
Agent Role	Get	get	Retrieve a single agent role by ID
Agent Role	Get Many	getAll	List agent roles
Announcement	Create	create	Create an announcement
Announcement	Delete	delete	Delete an announcement by ID
Announcement	Get	get	Retrieve a single announcement by ID
Announcement	Get Many	getAll	List announcements
Announcement	Update	update	Update an existing announcement
Asset Type	Create	create	Create an asset type
Asset Type	Delete	delete	Delete an asset type by ID
Asset Type	Get	get	Retrieve a single asset type by ID
Asset Type	Get Many	getAll	List asset types
Asset Type	Update	update	Update an existing asset type
Change	Create	create	Create a change request
Change	Delete	delete	Delete a change by ID
Change	Get	get	Retrieve a single change by ID
Change	Get Many	getAll	List changes
Change	Update	update	Update an existing change
Department	Create	create	Create a department
Department	Delete	delete	Delete a department by ID
Department	Get	get	Retrieve a single department by ID
Department	Get Many	getAll	List departments
Department	Update	update	Update an existing department
Location	Create	create	Create a location
Location	Delete	delete	Delete a location by ID
Location	Get	get	Retrieve a single location by ID
Location	Get Many	getAll	List locations
Location	Update	update	Update an existing location
Problem	Create	create	Create a problem
Problem	Delete	delete	Delete a problem by ID
Problem	Get	get	Retrieve a single problem by ID
Problem	Get Many	getAll	List problems
Problem	Update	update	Update an existing problem
Product	Create	create	Create a product
Product	Delete	delete	Delete a product by ID
Product	Get	get	Retrieve a single product by ID
Product	Get Many	getAll	List products
Product	Update	update	Update an existing product
Release	Create	create	Create a release
Release	Delete	delete	Delete a release by ID
Release	Get	get	Retrieve a single release by ID
Release	Get Many	getAll	List releases
Release	Update	update	Update an existing release
Requester	Create	create	Create a requester
Requester	Delete	delete	Delete a requester by ID
Requester	Get	get	Retrieve a single requester by ID
Requester	Get Many	getAll	List requesters
Requester	Update	update	Update an existing requester
Requester Group	Create	create	Create a requester group
Requester Group	Delete	delete	Delete a requester group by ID
Requester Group	Get	get	Retrieve a single requester group by ID
Requester Group	Get Many	getAll	List requester groups
Requester Group	Update	update	Update an existing requester group
Software	Create	create	Create a software application
Software	Delete	delete	Delete a software application by ID
Software	Get	get	Retrieve a single software application by ID
Software	Get Many	getAll	List software applications
Software	Update	update	Update an existing software application
Ticket	Create	create	Create a ticket
Ticket	Delete	delete	Delete a ticket by ID
Ticket	Get	get	Retrieve a single ticket by ID
Ticket	Get Many	getAll	List tickets
Ticket	Update	update	Update an existing ticket

Parameters

Return All and Limit are shared by every Get Many operation, so they appear in each Get Many subsection below. Priority, impact, status and similar enums are numeric strings — the meaning of each number is listed with its Options row.

Agent: Create

Parameter	Type	Required	Default	Description
Email	string	Yes	—	Email address of the agent.
First Name (firstName)	string	Yes	—	First name of the agent.
Roles	json	Yes	[]	JSON array of role objects. Each: { “role”: roleId, “assignment_scope”: “entire_helpdesk” | “member_groups” | “specified_groups” | “assigned_items”, “groups”: [groupId, …] }. Groups are required only for the specified_groups scope.
Additional Fields	collection	No	{}	Optional fields to set on the new agent.
— Address	string	No	—	Street address of the agent.
— Background Information	string	No	—	Background information about the agent.
— Department IDs (department_ids)	string	No	—	Comma-separated department IDs.
— Job Title	string	No	—	Job title of the agent.
— Language	options	No	en	Display language for the agent.
				Options: en (English), ar (Arabic), ca (Catalan), cs (Czech), cy-GB (Welsh), da (Danish), de (German), es (Spanish), es-LA (Spanish — Latin America), et (Estonian), fi (Finnish), fr (French), he (Hebrew), hu (Hungarian), id (Indonesian), it (Italian), ja-JP (Japanese), ko (Korean), LV (Latvian), nb-NO (Norwegian), nl (Dutch), pl (Polish), pt (Portuguese), pt-BR (Portuguese — Brazil), pt-PT (Portuguese — Portugal), ru-RU (Russian), sk (Slovak), sl (Slovenian), sv-SE (Swedish), th (Thai), tr (Turkish), UK (Ukrainian), vi (Vietnamese), zh-CN (Chinese Simplified), zh-TW (Chinese Traditional)
— Last Name	string	No	—	Last name of the agent.
— Location ID (location_id)	string	No	—	ID of the agent’s location.
— Member Of (Group IDs)	string	No	—	Comma-separated group IDs.
— Mobile Phone	string	No	—	Mobile phone number.
— Observer Of (Group IDs)	string	No	—	Comma-separated group IDs.
— Scoreboard Level	options	No	1	Gamification scoreboard level.
				Options: 1 (Beginner), 2 (Intermediate), 3 (Professional), 4 (Expert), 5 (Master), 6 (Guru)
— Time Format	options	No	12h	Clock format shown to the agent.
				Options: 12h (12-Hour), 24h (24-Hour)
— Work Phone	string	No	—	Work phone number.

Agent: Delete

Parameter	Type	Required	Default	Description
Agent ID (agentId)	string	Yes	—	ID of the agent.

Agent: Get

Parameter	Type	Required	Default	Description
Agent ID (agentId)	string	Yes	—	ID of the agent.

Agent: Get Many

Parameter	Type	Required	Default	Description
Filters	collection	No	{}	Criteria the returned agents must match.
— Department ID (department_id)	string	No	—	Filter by department ID.
— Email	string	No	—	Filter by email address.
— First Name (first_name)	string	No	—	Filter by first name.
— Job Title	string	No	—	Filter by job title.
— Language	options	No	—	Filter by display language.
				Options: en (English), ar (Arabic), ca (Catalan), cs (Czech), cy-GB (Welsh), da (Danish), de (German), es (Spanish), es-LA (Spanish — Latin America), et (Estonian), fi (Finnish), fr (French), he (Hebrew), hu (Hungarian), id (Indonesian), it (Italian), ja-JP (Japanese), ko (Korean), LV (Latvian), nb-NO (Norwegian), nl (Dutch), pl (Polish), pt (Portuguese), pt-BR (Portuguese — Brazil), pt-PT (Portuguese — Portugal), ru-RU (Russian), sk (Slovak), sl (Slovenian), sv-SE (Swedish), th (Thai), tr (Turkish), UK (Ukrainian), vi (Vietnamese), zh-CN (Chinese Simplified), zh-TW (Chinese Traditional)
— Last Name	string	No	—	Filter by last name.
— Location ID (location_id)	string	No	—	Filter by location ID.
— Mobile Phone	string	No	—	Filter by mobile phone number.
— Work Phone	string	No	—	Filter by work phone number.
Return All	boolean	No	false	Whether to return all results or only up to a given limit.
Limit	number	No	50	Max number of results to return. (shown when Return All is false)

Agent: Update

Parameter	Type	Required	Default	Description
Agent ID (agentId)	string	Yes	—	ID of the agent.
Update Fields	collection	No	{}	Fields to change on the agent. At least one field is required.
— Address	string	No	—	Street address of the agent.
— Background Information	string	No	—	Background information about the agent.
— Department IDs (department_ids)	string	No	—	Comma-separated department IDs.
— Email	string	No	—	Email address of the agent.
— First Name (first_name)	string	No	—	First name of the agent.
— Job Title	string	No	—	Job title of the agent.
— Language	options	No	—	Display language for the agent.
				Options: en (English), ar (Arabic), ca (Catalan), cs (Czech), cy-GB (Welsh), da (Danish), de (German), es (Spanish), es-LA (Spanish — Latin America), et (Estonian), fi (Finnish), fr (French), he (Hebrew), hu (Hungarian), id (Indonesian), it (Italian), ja-JP (Japanese), ko (Korean), LV (Latvian), nb-NO (Norwegian), nl (Dutch), pl (Polish), pt (Portuguese), pt-BR (Portuguese — Brazil), pt-PT (Portuguese — Portugal), ru-RU (Russian), sk (Slovak), sl (Slovenian), sv-SE (Swedish), th (Thai), tr (Turkish), UK (Ukrainian), vi (Vietnamese), zh-CN (Chinese Simplified), zh-TW (Chinese Traditional)
— Last Name	string	No	—	Last name of the agent.
— Location ID (location_id)	string	No	—	ID of the agent’s location.
— Member Of (Group IDs)	string	No	—	Comma-separated group IDs.
— Mobile Phone	string	No	—	Mobile phone number.
— Observer Of (Group IDs)	string	No	—	Comma-separated group IDs.
— Scoreboard Level	options	No	1	Gamification scoreboard level.
				Options: 1 (Beginner), 2 (Intermediate), 3 (Professional), 4 (Expert), 5 (Master), 6 (Guru)
— Time Format	options	No	12h	Clock format shown to the agent.
				Options: 12h (12-Hour), 24h (24-Hour)
— Work Phone	string	No	—	Work phone number.

Agent Group: Create

Parameter	Type	Required	Default	Description
Name	string	Yes	—	Name of the agent group.
Additional Fields	collection	No	{}	Optional fields to set on the new agent group.
— Description	string	No	—	Description of the agent group.
— Escalate To (Agent ID)	string	No	—	Agent ID to escalate to.
— Members (Agent IDs)	string	No	—	Comma-separated agent IDs.
— Observers (Agent IDs)	string	No	—	Comma-separated agent IDs.
— Unassigned For	options	No	30m	How long a ticket may stay unassigned before it escalates.
				Options: 30m (30 Minutes), 1h (1 Hour), 2h (2 Hours), 8h (8 Hours), 12h (12 Hours), 1d (1 Day), 2d (2 Days), 3d (3 Days)

Agent Group: Delete

Parameter	Type	Required	Default	Description
Agent Group ID	string	Yes	—	ID of the agent group.

Agent Group: Get

Parameter	Type	Required	Default	Description
Agent Group ID	string	Yes	—	ID of the agent group.

Agent Group: Get Many

Parameter	Type	Required	Default	Description
Return All	boolean	No	false	Whether to return all results or only up to a given limit.
Limit	number	No	50	Max number of results to return. (shown when Return All is false)

Agent Group: Update

Parameter	Type	Required	Default	Description
Agent Group ID	string	Yes	—	ID of the agent group.
Update Fields	collection	No	{}	Fields to change on the agent group. At least one field is required.
— Description	string	No	—	Description of the agent group.
— Escalate To (Agent ID)	string	No	—	Agent ID to escalate to.
— Members (Agent IDs)	string	No	—	Comma-separated agent IDs.
— Name	string	No	—	New name for the agent group.
— Observers (Agent IDs)	string	No	—	Comma-separated agent IDs.
— Unassigned For	options	No	30m	How long a ticket may stay unassigned before it escalates.
				Options: 30m (30 Minutes), 1h (1 Hour), 2h (2 Hours), 8h (8 Hours), 12h (12 Hours), 1d (1 Day), 2d (2 Days), 3d (3 Days)

Agent Role: Get

Parameter	Type	Required	Default	Description
Agent Role ID	string	Yes	—	ID of the agent role.

Agent Role: Get Many

Parameter	Type	Required	Default	Description
Return All	boolean	No	false	Whether to return all results or only up to a given limit.
Limit	number	No	50	Max number of results to return. (shown when Return All is false)

Announcement: Create

Parameter	Type	Required	Default	Description
Title	string	Yes	—	Title of the announcement.
Body (HTML) (bodyHtml)	string	Yes	—	HTML content of the announcement.
Visibility	options	Yes	everyone	Who can see the announcement.
				Options: everyone (Everyone), agents_only (Agents Only), grouped_visibility (Agents and Groups)
Visible From	dateTime	Yes	—	When the announcement starts being visible.
Additional Fields	collection	No	{}	Optional fields to set on the new announcement.
— Additional Emails	string	No	—	Comma-separated email addresses.
— Department IDs (departments)	string	No	—	Comma-separated department IDs.
— Visible Until	dateTime	No	—	When the announcement stops being visible.

Announcement: Delete

Parameter	Type	Required	Default	Description
Announcement ID	string	Yes	—	ID of the announcement.

Announcement: Get

Parameter	Type	Required	Default	Description
Announcement ID	string	Yes	—	ID of the announcement.

Announcement: Get Many

Parameter	Type	Required	Default	Description
Return All	boolean	No	false	Whether to return all results or only up to a given limit.
Limit	number	No	50	Max number of results to return. (shown when Return All is false)

Announcement: Update

Parameter	Type	Required	Default	Description
Announcement ID	string	Yes	—	ID of the announcement.
Update Fields	collection	No	{}	Fields to change on the announcement. At least one field is required.
— Additional Emails	string	No	—	Comma-separated email addresses.
— Body (HTML) (body_html)	string	No	—	HTML content of the announcement.
— Department IDs (departments)	string	No	—	Comma-separated department IDs.
— Title	string	No	—	New title for the announcement.
— Visibility	options	No	everyone	Who can see the announcement.
				Options: everyone (Everyone), agents_only (Agents Only), grouped_visibility (Agents and Groups)

Asset Type: Create

Parameter	Type	Required	Default	Description
Name	string	Yes	—	Name of the asset type.
Additional Fields	collection	No	{}	Optional fields to set on the new asset type.
— Description	string	No	—	Description of the asset type.
— Parent Asset Type ID	string	No	—	ID of the parent asset type.

Asset Type: Delete

Parameter	Type	Required	Default	Description
Asset Type ID (assetTypeId)	string	Yes	—	ID of the asset type.

Asset Type: Get

Parameter	Type	Required	Default	Description
Asset Type ID (assetTypeId)	string	Yes	—	ID of the asset type.

Asset Type: Get Many

Parameter	Type	Required	Default	Description
Return All	boolean	No	false	Whether to return all results or only up to a given limit.
Limit	number	No	50	Max number of results to return. (shown when Return All is false)

Asset Type: Update

Parameter	Type	Required	Default	Description
Asset Type ID (assetTypeId)	string	Yes	—	ID of the asset type.
Update Fields	collection	No	{}	Fields to change on the asset type. At least one field is required.
— Description	string	No	—	Description of the asset type.
— Name	string	No	—	New name for the asset type.

Change: Create

Parameter	Type	Required	Default	Description
Requester ID (requesterId)	string	Yes	—	ID of the requester of the change.
Subject	string	Yes	—	Subject of the change.
Planned Start Date	dateTime	Yes	—	When work on the change is planned to start.
Planned End Date	dateTime	Yes	—	When work on the change is planned to finish.
Additional Fields	collection	No	{}	Optional fields to set on the new change.
— Agent ID (agent_id)	string	No	—	ID of the agent the change is assigned to.
— Change Type	options	No	1	The type of change.
				Options: 1 (Minor), 2 (Standard), 3 (Major), 4 (Emergency)
— Department ID (department_id)	string	No	—	ID of the department.
— Description	string	No	—	HTML supported.
— Group ID	string	No	—	ID of the agent group.
— Impact	options	No	1	Business impact of the change.
				Options: 1 (Low), 2 (Medium), 3 (High)
— Priority	options	No	1	Priority of the change.
				Options: 1 (Low), 2 (Medium), 3 (High), 4 (Urgent)
— Risk	options	No	1	Risk level of the change.
				Options: 1 (Low), 2 (Medium), 3 (High), 4 (Very High)
— Status	options	No	1	Status of the change.
				Options: 1 (Open), 2 (Planning), 3 (Approval), 4 (Pending Release), 5 (Pending Review), 6 (Closed)

Change: Delete

Parameter	Type	Required	Default	Description
Change ID	string	Yes	—	ID of the change.

Change: Get

Parameter	Type	Required	Default	Description
Change ID	string	Yes	—	ID of the change.

Change: Get Many

Parameter	Type	Required	Default	Description
Filters	collection	No	{}	Criteria the returned changes must match.
— Predefined Filter	options	No	my_open	One of Freshservice’s built-in change views.
				Options: closed (Closed), my_open (My Open), release_requested (Release Requested), requester_id (Requester ID), unassigned (Unassigned)
— Sort Order	options	No	asc	Direction to sort the results in.
				Options: asc (Ascending), desc (Descending)
— Updated Since	dateTime	No	—	Only return changes updated on or after this time.
Return All	boolean	No	false	Whether to return all results or only up to a given limit.
Limit	number	No	50	Max number of results to return. (shown when Return All is false)

Change: Update

Parameter	Type	Required	Default	Description
Change ID	string	Yes	—	ID of the change.
Update Fields	collection	No	{}	Fields to change on the change request. At least one field is required.
— Agent ID (agent_id)	string	No	—	ID of the agent the change is assigned to.
— Change Type	options	No	1	The type of change.
				Options: 1 (Minor), 2 (Standard), 3 (Major), 4 (Emergency)
— Department ID (department_id)	string	No	—	ID of the department.
— Description	string	No	—	HTML supported.
— Group ID	string	No	—	ID of the agent group.
— Impact	options	No	1	Business impact of the change.
				Options: 1 (Low), 2 (Medium), 3 (High)
— Priority	options	No	1	Priority of the change.
				Options: 1 (Low), 2 (Medium), 3 (High), 4 (Urgent)
— Requester ID (requester_id)	string	No	—	ID of the requester of the change.
— Risk	options	No	1	Risk level of the change.
				Options: 1 (Low), 2 (Medium), 3 (High), 4 (Very High)
— Status	options	No	1	Status of the change.
				Options: 1 (Open), 2 (Planning), 3 (Approval), 4 (Pending Release), 5 (Pending Review), 6 (Closed)
— Subject	string	No	—	New subject for the change.

Department: Create

Parameter	Type	Required	Default	Description
Name	string	Yes	—	Name of the department.
Additional Fields	collection	No	{}	Optional fields to set on the new department.
— Description	string	No	—	Description of the department.
— Domains	string	No	—	Comma-separated email domains.

Department: Delete

Parameter	Type	Required	Default	Description
Department ID (departmentId)	string	Yes	—	ID of the department.

Department: Get

Parameter	Type	Required	Default	Description
Department ID (departmentId)	string	Yes	—	ID of the department.

Department: Get Many

Parameter	Type	Required	Default	Description
Filters	collection	No	{}	Criteria the returned departments must match.
— Name	string	No	—	Filter by department name.
Return All	boolean	No	false	Whether to return all results or only up to a given limit.
Limit	number	No	50	Max number of results to return. (shown when Return All is false)

Department: Update

Parameter	Type	Required	Default	Description
Department ID (departmentId)	string	Yes	—	ID of the department.
Update Fields	collection	No	{}	Fields to change on the department. At least one field is required.
— Description	string	No	—	Description of the department.
— Domains	string	No	—	Comma-separated email domains.
— Name	string	No	—	New name for the department.

Location: Create

Parameter	Type	Required	Default	Description
Name	string	Yes	—	Name of the location.
Additional Fields	collection	No	{}	Optional fields to set on the new location.
— Address Line 1	string	No	—	First line of the street address.
— Address Line 2	string	No	—	Second line of the street address.
— City	string	No	—	City of the location.
— State	string	No	—	State or region of the location.
— Country	string	No	—	Country of the location.
— Zip Code	string	No	—	Postal code of the location.

Location: Delete

Parameter	Type	Required	Default	Description
Location ID (locationId)	string	Yes	—	ID of the location.

Location: Get

Parameter	Type	Required	Default	Description
Location ID (locationId)	string	Yes	—	ID of the location.

Location: Get Many

Parameter	Type	Required	Default	Description
Return All	boolean	No	false	Whether to return all results or only up to a given limit.
Limit	number	No	50	Max number of results to return. (shown when Return All is false)

Location: Update

Parameter	Type	Required	Default	Description
Location ID (locationId)	string	Yes	—	ID of the location.
Update Fields	collection	No	{}	Fields to change on the location. At least one field is required.
— Name	string	No	—	New name for the location.
— Address Line 1	string	No	—	First line of the street address.
— Address Line 2	string	No	—	Second line of the street address.
— City	string	No	—	City of the location.
— State	string	No	—	State or region of the location.
— Country	string	No	—	Country of the location.
— Zip Code	string	No	—	Postal code of the location.

Problem: Create

Parameter	Type	Required	Default	Description
Subject	string	Yes	—	Subject of the problem.
Requester ID (requesterId)	string	Yes	—	ID of the problem initiator.
Due By (dueBy)	dateTime	No	—	Date when problem is due to be solved.
Additional Fields	collection	No	{}	Optional fields to set on the new problem.
— Agent ID (agent_id)	string	No	—	ID of the agent the problem is assigned to.
— Department ID (department_id)	string	No	—	ID of the department.
— Description	string	No	—	HTML supported.
— Group ID	string	No	—	ID of the agent group.
— Impact	options	No	1	Business impact of the problem.
				Options: 1 (Low), 2 (Medium), 3 (High)
— Priority	options	No	1	Priority of the problem.
				Options: 1 (Low), 2 (Medium), 3 (High), 4 (Urgent)
— Status	options	No	1	Status of the problem.
				Options: 1 (Open), 2 (Change Requested), 3 (Closed)

Problem: Delete

Parameter	Type	Required	Default	Description
Problem ID	string	Yes	—	ID of the problem.

Problem: Get

Parameter	Type	Required	Default	Description
Problem ID	string	Yes	—	ID of the problem.

Problem: Get Many

Parameter	Type	Required	Default	Description
Return All	boolean	No	false	Whether to return all results or only up to a given limit.
Limit	number	No	50	Max number of results to return. (shown when Return All is false)

Problem: Update

Parameter	Type	Required	Default	Description
Problem ID	string	Yes	—	ID of the problem.
Update Fields	collection	No	{}	Fields to change on the problem. At least one field is required.
— Agent ID (agent_id)	string	No	—	ID of the agent the problem is assigned to.
— Department ID (department_id)	string	No	—	ID of the department.
— Description	string	No	—	HTML supported.
— Due By (due_by)	dateTime	No	—	Date when problem is due to be solved.
— Group ID	string	No	—	ID of the agent group.
— Impact	options	No	1	Business impact of the problem.
				Options: 1 (Low), 2 (Medium), 3 (High)
— Priority	options	No	1	Priority of the problem.
				Options: 1 (Low), 2 (Medium), 3 (High), 4 (Urgent)
— Requester ID (requester_id)	string	No	—	ID of the problem initiator.
— Status	options	No	1	Status of the problem.
				Options: 1 (Open), 2 (Change Requested), 3 (Closed)
— Subject	string	No	—	New subject for the problem.

Product: Create

Parameter	Type	Required	Default	Description
Asset Type ID (assetTypeId)	string	Yes	—	ID of the asset type for this product.
Name	string	Yes	—	Name of the product.
Additional Fields	collection	No	{}	Optional fields to set on the new product.
— Description	string	No	—	HTML supported.
— Manufacturer	string	No	—	Manufacturer of the product.
— Mode of Procurement	options	No	Buy	How the product is procured.
				Options: Buy, Lease, Both
— Status	options	No	In Production	Lifecycle status of the product.
				Options: In Production, In Pipeline, Retired

Product: Delete

Parameter	Type	Required	Default	Description
Product ID	string	Yes	—	ID of the product.

Product: Get

Parameter	Type	Required	Default	Description
Product ID	string	Yes	—	ID of the product.

Product: Get Many

Parameter	Type	Required	Default	Description
Return All	boolean	No	false	Whether to return all results or only up to a given limit.
Limit	number	No	50	Max number of results to return. (shown when Return All is false)

Product: Update

Parameter	Type	Required	Default	Description
Product ID	string	Yes	—	ID of the product.
Update Fields	collection	No	{}	Fields to change on the product.
— Asset Type ID (asset_type_id)	string	No	—	ID of the asset type for this product.
— Description	string	No	—	HTML supported.
— Manufacturer	string	No	—	Manufacturer of the product.
— Mode of Procurement	options	No	Buy	How the product is procured.
				Options: Buy, Lease, Both
— Name	string	No	—	New name for the product.
— Status	options	No	In Production	Lifecycle status of the product.
				Options: In Production, In Pipeline, Retired

Release: Create

Parameter	Type	Required	Default	Description
Subject	string	Yes	—	Subject of the release.
Release Type (releaseType)	options	No	1	The type of release.
				Options: 1 (Minor), 2 (Standard), 3 (Major), 4 (Emergency)
Priority	options	No	1	Priority of the release.
				Options: 1 (Low), 2 (Medium), 3 (High), 4 (Urgent)
Status	options	No	1	Status of the release.
				Options: 1 (Open), 2 (On Hold), 3 (In Progress), 4 (Incomplete), 5 (Completed)
Planned Start Date	dateTime	Yes	—	When work on the release is planned to start.
Planned End Date	dateTime	Yes	—	When work on the release is planned to finish.
Additional Fields	collection	No	{}	Optional fields to set on the new release.
— Department ID (department_id)	string	No	—	ID of the department.
— Description	string	No	—	HTML supported.
— Group ID	string	No	—	ID of the agent group.

Release: Delete

Parameter	Type	Required	Default	Description
Release ID	string	Yes	—	ID of the release.

Release: Get

Parameter	Type	Required	Default	Description
Release ID	string	Yes	—	ID of the release.

Release: Get Many

Parameter	Type	Required	Default	Description
Return All	boolean	No	false	Whether to return all results or only up to a given limit.
Limit	number	No	50	Max number of results to return. (shown when Return All is false)

Release: Update

Parameter	Type	Required	Default	Description
Release ID	string	Yes	—	ID of the release.
Update Fields	collection	No	{}	Fields to change on the release.
— Department ID (department_id)	string	No	—	ID of the department.
— Description	string	No	—	HTML supported.
— Group ID	string	No	—	ID of the agent group.
— Priority	options	No	1	Priority of the release.
				Options: 1 (Low), 2 (Medium), 3 (High), 4 (Urgent)
— Release Type (release_type)	options	No	1	The type of release.
				Options: 1 (Minor), 2 (Standard), 3 (Major), 4 (Emergency)
— Status	options	No	1	Status of the release.
				Options: 1 (Open), 2 (On Hold), 3 (In Progress), 4 (Incomplete), 5 (Completed)
— Subject	string	No	—	New subject for the release.

Requester: Create

Parameter	Type	Required	Default	Description
First Name (firstName)	string	Yes	—	First name of the requester.
Primary Email (primaryEmail)	string	No	—	Primary email address of the requester.
Additional Fields	collection	No	{}	Optional fields to set on the new requester.
— Address	string	No	—	Street address of the requester.
— Background Information	string	No	—	Background information about the requester.
— Department IDs (department_ids)	string	No	—	Comma-separated department IDs.
— Job Title	string	No	—	Job title of the requester.
— Language	options	No	en	Display language for the requester.
				Options: en (English), ar (Arabic), ca (Catalan), cs (Czech), cy-GB (Welsh), da (Danish), de (German), es (Spanish), es-LA (Spanish — Latin America), et (Estonian), fi (Finnish), fr (French), he (Hebrew), hu (Hungarian), id (Indonesian), it (Italian), ja-JP (Japanese), ko (Korean), LV (Latvian), nb-NO (Norwegian), nl (Dutch), pl (Polish), pt (Portuguese), pt-BR (Portuguese — Brazil), pt-PT (Portuguese — Portugal), ru-RU (Russian), sk (Slovak), sl (Slovenian), sv-SE (Swedish), th (Thai), tr (Turkish), UK (Ukrainian), vi (Vietnamese), zh-CN (Chinese Simplified), zh-TW (Chinese Traditional)
— Last Name	string	No	—	Last name of the requester.
— Location ID (location_id)	string	No	—	ID of the requester’s location.
— Mobile Phone	string	No	—	Mobile phone number.
— Secondary Emails	string	No	—	Comma-separated secondary email addresses.
— Time Format	options	No	12h	Clock format shown to the requester.
				Options: 12h (12-Hour), 24h (24-Hour)
— Work Phone	string	No	—	Work phone number.

Requester: Delete

Parameter	Type	Required	Default	Description
Requester ID (requesterId)	string	Yes	—	ID of the requester.

Requester: Get

Parameter	Type	Required	Default	Description
Requester ID (requesterId)	string	Yes	—	ID of the requester.

Requester: Get Many

Parameter	Type	Required	Default	Description
Filters	collection	No	{}	Criteria the returned requesters must match.
— Department ID (department_id)	string	No	—	Filter by department ID.
— First Name (first_name)	string	No	—	Filter by first name.
— Job Title	string	No	—	Filter by job title.
— Language	options	No	—	Filter by display language.
				Options: en (English), ar (Arabic), ca (Catalan), cs (Czech), cy-GB (Welsh), da (Danish), de (German), es (Spanish), es-LA (Spanish — Latin America), et (Estonian), fi (Finnish), fr (French), he (Hebrew), hu (Hungarian), id (Indonesian), it (Italian), ja-JP (Japanese), ko (Korean), LV (Latvian), nb-NO (Norwegian), nl (Dutch), pl (Polish), pt (Portuguese), pt-BR (Portuguese — Brazil), pt-PT (Portuguese — Portugal), ru-RU (Russian), sk (Slovak), sl (Slovenian), sv-SE (Swedish), th (Thai), tr (Turkish), UK (Ukrainian), vi (Vietnamese), zh-CN (Chinese Simplified), zh-TW (Chinese Traditional)
— Last Name	string	No	—	Filter by last name.
— Location ID (location_id)	string	No	—	Filter by location ID.
— Mobile Phone	string	No	—	Filter by mobile phone number.
— Primary Email (primary_email)	string	No	—	Filter by primary email address.
— Work Phone	string	No	—	Filter by work phone number.
Return All	boolean	No	false	Whether to return all results or only up to a given limit.
Limit	number	No	50	Max number of results to return. (shown when Return All is false)

Requester: Update

Parameter	Type	Required	Default	Description
Requester ID (requesterId)	string	Yes	—	ID of the requester.
Update Fields	collection	No	{}	Fields to change on the requester. At least one field is required.
— Address	string	No	—	Street address of the requester.
— Background Information	string	No	—	Background information about the requester.
— Department IDs (department_ids)	string	No	—	Comma-separated department IDs.
— First Name (first_name)	string	No	—	First name of the requester.
— Job Title	string	No	—	Job title of the requester.
— Language	options	No	—	Display language for the requester.
				Options: en (English), ar (Arabic), ca (Catalan), cs (Czech), cy-GB (Welsh), da (Danish), de (German), es (Spanish), es-LA (Spanish — Latin America), et (Estonian), fi (Finnish), fr (French), he (Hebrew), hu (Hungarian), id (Indonesian), it (Italian), ja-JP (Japanese), ko (Korean), LV (Latvian), nb-NO (Norwegian), nl (Dutch), pl (Polish), pt (Portuguese), pt-BR (Portuguese — Brazil), pt-PT (Portuguese — Portugal), ru-RU (Russian), sk (Slovak), sl (Slovenian), sv-SE (Swedish), th (Thai), tr (Turkish), UK (Ukrainian), vi (Vietnamese), zh-CN (Chinese Simplified), zh-TW (Chinese Traditional)
— Last Name	string	No	—	Last name of the requester.
— Location ID (location_id)	string	No	—	ID of the requester’s location.
— Mobile Phone	string	No	—	Mobile phone number.
— Primary Email (primary_email)	string	No	—	Primary email address of the requester.
— Secondary Emails	string	No	—	Comma-separated secondary emails.
— Time Format	options	No	12h	Clock format shown to the requester.
				Options: 12h (12-Hour), 24h (24-Hour)
— Work Phone	string	No	—	Work phone number.

Requester Group: Create

Parameter	Type	Required	Default	Description
Name	string	Yes	—	Name of the requester group.
Additional Fields	collection	No	{}	Optional fields to set on the new requester group.
— Description	string	No	—	Description of the requester group.

Requester Group: Delete

Parameter	Type	Required	Default	Description
Requester Group ID	string	Yes	—	ID of the requester group.

Requester Group: Get

Parameter	Type	Required	Default	Description
Requester Group ID	string	Yes	—	ID of the requester group.

Requester Group: Get Many

Parameter	Type	Required	Default	Description
Return All	boolean	No	false	Whether to return all results or only up to a given limit.
Limit	number	No	50	Max number of results to return. (shown when Return All is false)

Requester Group: Update

Parameter	Type	Required	Default	Description
Requester Group ID	string	Yes	—	ID of the requester group.
Update Fields	collection	No	{}	Fields to change on the requester group. At least one field is required.
— Description	string	No	—	Description of the requester group.
— Name	string	No	—	New name for the requester group.

Software: Create

Parameter	Type	Required	Default	Description
Application Type (applicationType)	options	Yes	desktop	How the application is delivered.
				Options: desktop (Desktop), mobile (Mobile), saas (SaaS)
Name	string	Yes	—	Name of the software application.
Additional Fields	collection	No	{}	Optional fields to set on the new software application.
— Description	string	No	—	Description of the application.
— Notes	string	No	—	Free-form notes about the application.
— Status	options	No	managed	Management status of the application. Pick one of the listed values — the shipped default is not one of them.
				Options: disabled (Disabled), ignored (Ignored), needs review (Needs Review), restricted (Restricted)

Software: Delete

Parameter	Type	Required	Default	Description
Software ID	string	Yes	—	ID of the software application.

Software: Get

Parameter	Type	Required	Default	Description
Software ID	string	Yes	—	ID of the software application.

Software: Get Many

Parameter	Type	Required	Default	Description
Return All	boolean	No	false	Whether to return all results or only up to a given limit.
Limit	number	No	50	Max number of results to return. (shown when Return All is false)

Software: Update

Parameter	Type	Required	Default	Description
Software ID	string	Yes	—	ID of the software application.
Update Fields	collection	No	{}	Fields to change on the software application. At least one field is required.
— Application Type (application_type)	options	No	desktop	How the application is delivered.
				Options: desktop (Desktop), mobile (Mobile), saas (SaaS)
— Description	string	No	—	Description of the application.
— Name	string	No	—	New name for the software application.
— Notes	string	No	—	Free-form notes about the application.
— Status	options	No	managed	Management status of the application. Pick one of the listed values — the shipped default is not one of them.
				Options: disabled (Disabled), ignored (Ignored), needs review (Needs Review), restricted (Restricted)

Ticket: Create

Parameter	Type	Required	Default	Description
Email	string	Yes	—	Email address of the ticket author.
Subject	string	Yes	—	Subject of the ticket.
Description	string	No	—	Description of the ticket (HTML supported).
Priority	options	No	1	Priority of the ticket.
				Options: 1 (Low), 2 (Medium), 3 (High), 4 (Urgent)
Status	options	No	2	Status of the ticket.
				Options: 2 (Open), 3 (Pending), 4 (Resolved), 5 (Closed)
Additional Fields	collection	No	{}	Optional fields to set on the new ticket.
— CC Emails	string	No	—	Comma-separated email addresses to CC.
— Department ID (department_id)	string	No	—	ID of the department.
— Group ID	string	No	—	ID of the agent group.
— Impact	options	No	1	Business impact of the ticket.
				Options: 1 (Low), 2 (Medium), 3 (High)
— Name	string	No	—	Name of the ticket author.
— Requester ID (requester_id)	string	No	—	ID of the requester.

Ticket: Delete

Parameter	Type	Required	Default	Description
Ticket ID	string	Yes	—	ID of the ticket.

Ticket: Get

Parameter	Type	Required	Default	Description
Ticket ID	string	Yes	—	ID of the ticket.

Ticket: Get Many

Parameter	Type	Required	Default	Description
Filters	collection	No	{}	Criteria the returned tickets must match.
— Agent ID (agent_id)	string	No	—	Filter by assigned agent ID.
— Group ID	string	No	—	Filter by group ID.
— Impact	options	No	1	Filter by business impact.
				Options: 1 (Low), 2 (Medium), 3 (High)
— Priority	options	No	1	Filter by priority.
				Options: 1 (Low), 2 (Medium), 3 (High), 4 (Urgent)
— Status	options	No	2	Filter by status.
				Options: 2 (Open), 3 (Pending), 4 (Resolved), 5 (Closed)
— Created On	dateTime	No	—	Filter by creation date.
— Due By (due_by)	dateTime	No	—	Filter by due date.
Return All	boolean	No	false	Whether to return all results or only up to a given limit.
Limit	number	No	50	Max number of results to return. (shown when Return All is false)

Ticket: Update

Parameter	Type	Required	Default	Description
Ticket ID	string	Yes	—	ID of the ticket.
Update Fields	collection	No	{}	Fields to change on the ticket. At least one field is required.
— Department ID (department_id)	string	No	—	ID of the department.
— Description	string	No	—	HTML supported.
— Email	string	No	—	Email address of the ticket author.
— Group ID	string	No	—	ID of the agent group.
— Impact	options	No	1	Business impact of the ticket.
				Options: 1 (Low), 2 (Medium), 3 (High)
— Name	string	No	—	Name of the ticket author.
— Phone	string	No	—	Phone number of the ticket author.
— Priority	options	No	1	Priority of the ticket.
				Options: 1 (Low), 2 (Medium), 3 (High), 4 (Urgent)
— Status	options	No	2	Status of the ticket.
				Options: 2 (Open), 3 (Pending), 4 (Resolved), 5 (Closed)
— Subject	string	No	—	New subject for the ticket.

All Operations

Parameter	Type	Required	Default	Description
Max Concurrency	number	No	10	Maximum number of items to process concurrently.

Output Data

One output item per input item — no operation fans out. The incoming item JSON always passes through, and binary data on the input item is forwarded unchanged.

• getAll operations put the whole list on a single output item as results, alongside totalCount (the number of records returned). Use a Split Out node on results when you want one item per record downstream.
• create, get and update unwrap the record from the API envelope and merge its fields onto the item JSON at the top level, so an ID lands at {{ $json.id }}. Fields returned by Freshservice overwrite same-named fields already on the item.
• delete returns no body, so the node writes success: true onto the item.

A Get Many result looks like this:

{
  "results": [
    { "id": 21000123456, "subject": "Login Issue", "status": 2, "priority": 2 },
    { "id": 21000123457, "subject": "VPN Down", "status": 3, "priority": 3 }
  ],
  "totalCount": 2
}

Reference the data downstream by expression — {{ $json.results }} after a Get Many, {{ $json.id }} after a create, get or update, and {{ $json.success }} after a delete.

Usage Examples

• Create a ticket in Freshservice with subject, description, priority, and status.
• List all agents in Freshservice filtered by department.
• Update a change request status in Freshservice.
• Delete a department in Freshservice.
• Get all software applications from Freshservice.

Example Configuration

Create a ticket from an incoming request:

{
  "type": "freshservice",
  "parameters": {
    "resource": "ticket",
    "operation": "create",
    "email": "{{ $json.reporterEmail }}",
    "subject": "{{ $json.title }}",
    "description": "<p>{{ $json.body }}</p>",
    "priority": 3,
    "status": 2,
    "additionalFields": {
      "cc_emails": "manager@company.com",
      "department_id": "21000263162",
      "group_id": "21000188395",
      "impact": 2
    }
  }
}

List the 25 most relevant open, high-priority tickets:

{
  "type": "freshservice",
  "parameters": {
    "resource": "ticket",
    "operation": "getAll",
    "returnAll": false,
    "limit": 25,
    "filters": {
      "status": 2,
      "priority": 3,
      "group_id": "21000188395"
    }
  }
}

Raise a change request for a maintenance window:

{
  "type": "freshservice",
  "parameters": {
    "resource": "change",
    "operation": "create",
    "requesterId": "{{ $json.requesterId }}",
    "subject": "Server Maintenance",
    "plannedStartDate": "2024-06-15T02:00:00Z",
    "plannedEndDate": "2024-06-15T06:00:00Z",
    "additionalFields": {
      "change_type": 2,
      "priority": 2,
      "risk": 2,
      "status": 1,
      "description": "Routine server maintenance and updates"
    }
  }
}

Onboard an agent with a scoped role:

{
  "type": "freshservice",
  "parameters": {
    "resource": "agent",
    "operation": "create",
    "email": "{{ $json.workEmail }}",
    "firstName": "{{ $json.firstName }}",
    "roles": [
      {
        "role": "21000150301",
        "assignment_scope": "specified_groups",
        "groups": ["21000188395", "21000188396"]
      }
    ],
    "additionalFields": {
      "last_name": "{{ $json.lastName }}",
      "job_title": "Support Engineer",
      "department_ids": "21000263162",
      "location_id": "21000159890",
      "language": "en",
      "time_format": "24h"
    }
  }
}

Rename a department and refresh its description:

{
  "type": "freshservice",
  "parameters": {
    "resource": "department",
    "operation": "update",
    "departmentId": "{{ $json.departmentId }}",
    "updateFields": {
      "name": "IT Service Desk",
      "description": "Tier 1 and Tier 2 support",
      "domains": "company.com,subsidiary.com"
    }
  }
}

Error Handling

Mode	Behavior
stop	Halts workflow on first error
continue	Skips failed items, passes successful ones through
errorPort	Routes failed items to Error output port

Tips

Use Freshservice to manage IT service tickets, changes, problems, releases, agents, requesters, departments, and more via the Freshservice ITSM API.

Key Considerations

• Date Format: Always use ISO 8601 format (e.g., "2024-01-01T00:00:00Z")
• Resource Dependencies: Some operations require existing resources (e.g., department_id must exist)
• Conditional Parameters: Parameters only appear based on resource and operation combinations
• ID Parameters: Required for get, update, and delete operations
• Pagination: Use returnAll: false with limit for controlled result sets