Freshservice integration

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.

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

Agent: Create

Parameter	Type	Required	Default	Description
Email	string	Yes	—
First Name	string	Yes	—
Roles	json	Yes	[]	JSON array of role objects. Each: { “role”: , “assignment_scope”: “entire_helpdesk”|“member_groups”|“specified_groups”|“assigned_items”, “groups”: [groupId, …] }. Groups required only for specified_groups scope.
Additional Fields	collection	No	{}
				Options: 1, 12h, 30m, Buy, In Production, disabled
— Address	string	No	—
— Background Information	string	No	—
— Department IDs	string	No	—	Comma-separated department IDs.
— Job Title	string	No	—
— Language	options	No	en
				Options: en, ar, ca, cs, cy-GB, da, de, es, es-LA, et, fi, fr, he, hu, id, it, ja-JP, ko, LV, nb-NO, nl, pl, pt, pt-BR, pt-PT, ru-RU, sk, sl, sv-SE, th, tr, UK, vi, zh-CN, zh-TW
— Last Name	string	No	—
— Location ID	string	No	—
— Member Of (Group IDs)	string	No	—	Comma-separated group IDs.
— Mobile Phone	string	No	—
— Observer Of (Group IDs)	string	No	—	Comma-separated group IDs.
— Scoreboard Level	options	No	1
				Options: 1, 2, 3, 4, 5, 6
— Time Format	options	No	12h
				Options: 12h, 24h
— Work Phone	string	No	—

Agent: Delete

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

Agent: Get

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

Agent: Get Many

Parameter	Type	Required	Default	Description
Filters	collection	No	{}
				Options: 1, 2, closed, asc
— Department ID	string	No	—
— Email	string	No	—
— First Name	string	No	—
— Job Title	string	No	—
— Language	options	No	—
				Options: en, ar, ca, cs, cy-GB, da, de, es, es-LA, et, fi, fr, he, hu, id, it, ja-JP, ko, LV, nb-NO, nl, pl, pt, pt-BR, pt-PT, ru-RU, sk, sl, sv-SE, th, tr, UK, vi, zh-CN, zh-TW
— Last Name	string	No	—
— Location ID	string	No	—
— Mobile Phone	string	No	—
— Work Phone	string	No	—
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	string	Yes	—	ID of the agent.
Update Fields	collection	No	{}
				Options: 1, 2, 12h, 30m, everyone, Buy, In Production, desktop, disabled
— Address	string	No	—
— Background Information	string	No	—
— Department IDs	string	No	—	Comma-separated department IDs.
— Email	string	No	—
— First Name	string	No	—
— Job Title	string	No	—
— Language	options	No	—
				Options: en, ar, ca, cs, cy-GB, da, de, es, es-LA, et, fi, fr, he, hu, id, it, ja-JP, ko, LV, nb-NO, nl, pl, pt, pt-BR, pt-PT, ru-RU, sk, sl, sv-SE, th, tr, UK, vi, zh-CN, zh-TW
— Last Name	string	No	—
— Location ID	string	No	—
— Member Of (Group IDs)	string	No	—	Comma-separated group IDs.
— Mobile Phone	string	No	—
— Observer Of (Group IDs)	string	No	—	Comma-separated group IDs.
— Scoreboard Level	options	No	1
				Options: 1, 2, 3, 4, 5, 6
— Time Format	options	No	12h
				Options: 12h, 24h
— Work Phone	string	No	—

Agent Group: Create

Parameter	Type	Required	Default	Description
Name	string	Yes	—
Additional Fields	collection	No	{}
				Options: 1, 12h, 30m, Buy, In Production, disabled
— Description	string	No	—
— 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
				Options: 30m, 1h, 2h, 8h, 12h, 1d, 2d, 3d

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	{}
				Options: 1, 2, 12h, 30m, everyone, Buy, In Production, desktop, disabled
— Description	string	No	—
— Escalate To (Agent ID)	string	No	—
— Members (Agent IDs)	string	No	—	Comma-separated agent IDs.
— Name	string	No	—
— Observers (Agent IDs)	string	No	—	Comma-separated agent IDs.
— Unassigned For	options	No	30m
				Options: 30m, 1h, 2h, 8h, 12h, 1d, 2d, 3d

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	—
Body (HTML)	string	Yes	—	HTML content of the announcement.
Visibility	options	Yes	everyone
				Options: everyone, agents_only, grouped_visibility
Visible From	dateTime	Yes	—
Additional Fields	collection	No	{}
				Options: 1, 12h, 30m, Buy, In Production, disabled
— Additional Emails	string	No	—	Comma-separated email addresses.
— Department IDs	string	No	—	Comma-separated department IDs.
— Visible Until	dateTime	No	—

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	{}
				Options: 1, 2, 12h, 30m, everyone, Buy, In Production, desktop, disabled
— Additional Emails	string	No	—
— Body (HTML)	string	No	—
— Department IDs	string	No	—	Comma-separated department IDs.
— Title	string	No	—
— Visibility	options	No	everyone
				Options: everyone, agents_only, grouped_visibility

Asset Type: Create

Parameter	Type	Required	Default	Description
Name	string	Yes	—
Additional Fields	collection	No	{}
				Options: 1, 12h, 30m, Buy, In Production, disabled
— Description	string	No	—
— Parent Asset Type ID	string	No	—

Asset Type: Delete

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

Asset Type: Get

Parameter	Type	Required	Default	Description
Asset Type ID	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	string	Yes	—	ID of the asset type.
Update Fields	collection	No	{}
				Options: 1, 2, 12h, 30m, everyone, Buy, In Production, desktop, disabled
— Description	string	No	—
— Name	string	No	—

Change: Create

Parameter	Type	Required	Default	Description
Requester ID	string	Yes	—	ID of the requester.
Subject	string	Yes	—
Planned Start Date	dateTime	Yes	—
Planned End Date	dateTime	Yes	—
Additional Fields	collection	No	{}
				Options: 1, 12h, 30m, Buy, In Production, disabled
— Agent ID	string	No	—
— Change Type	options	No	1
				Options: 1, 2, 3, 4
— Department ID	string	No	—
— Description	string	No	—	HTML supported.
— Group ID	string	No	—
— Impact	options	No	1
				Options: 1, 2, 3
— Priority	options	No	1
				Options: 1, 2, 3, 4
— Risk	options	No	1
				Options: 1, 2, 3, 4
— Status	options	No	1
				Options: 1, 2, 3, 4, 5, 6

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	{}
				Options: 1, 2, closed, asc
— Predefined Filter	options	No	my_open
				Options: closed, my_open, release_requested, requester_id, unassigned
— Sort Order	options	No	asc
				Options: asc, desc
— Updated Since	dateTime	No	—
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	{}
				Options: 1, 2, 12h, 30m, everyone, Buy, In Production, desktop, disabled
— Agent ID	string	No	—
— Change Type	options	No	1
				Options: 1, 2, 3, 4
— Department ID	string	No	—
— Description	string	No	—	HTML supported.
— Group ID	string	No	—
— Impact	options	No	1
				Options: 1, 2, 3
— Priority	options	No	1
				Options: 1, 2, 3, 4
— Requester ID	string	No	—
— Risk	options	No	1
				Options: 1, 2, 3, 4
— Status	options	No	1
				Options: 1, 2, 3, 4, 5, 6
— Subject	string	No	—

Department: Create

Parameter	Type	Required	Default	Description
Name	string	Yes	—
Additional Fields	collection	No	{}
				Options: 1, 12h, 30m, Buy, In Production, disabled
— Description	string	No	—
— Domains	string	No	—	Comma-separated email domains.

Department: Delete

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

Department: Get

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

Department: Get Many

Parameter	Type	Required	Default	Description
Filters	collection	No	{}
				Options: 1, 2, closed, asc
— Name	string	No	—
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	string	Yes	—	ID of the department.
Update Fields	collection	No	{}
				Options: 1, 2, 12h, 30m, everyone, Buy, In Production, desktop, disabled
— Description	string	No	—
— Domains	string	No	—	Comma-separated email domains.
— Name	string	No	—

Location: Create

Parameter	Type	Required	Default	Description
Name	string	Yes	—
Additional Fields	collection	No	{}
				Options: 1, 12h, 30m, Buy, In Production, disabled
— Address Line 1	string	No	—
— Address Line 2	string	No	—
— City	string	No	—
— State	string	No	—
— Country	string	No	—
— Zip Code	string	No	—

Location: Delete

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

Location: Get

Parameter	Type	Required	Default	Description
Location ID	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	string	Yes	—	ID of the location.
Update Fields	collection	No	{}
				Options: 1, 2, 12h, 30m, everyone, Buy, In Production, desktop, disabled
— Name	string	No	—
— Address Line 1	string	No	—
— Address Line 2	string	No	—
— City	string	No	—
— State	string	No	—
— Country	string	No	—
— Zip Code	string	No	—

Problem: Create

Parameter	Type	Required	Default	Description
Subject	string	Yes	—
Requester ID	string	Yes	—	ID of the requester.
Due By	dateTime	No	—	Date when problem is due to be solved.
Additional Fields	collection	No	{}
				Options: 1, 12h, 30m, Buy, In Production, disabled
— Agent ID	string	No	—
— Department ID	string	No	—
— Description	string	No	—	HTML supported.
— Group ID	string	No	—
— Impact	options	No	1
				Options: 1, 2, 3
— Priority	options	No	1
				Options: 1, 2, 3, 4
— Status	options	No	1
				Options: 1, 2, 3

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	{}
				Options: 1, 2, 12h, 30m, everyone, Buy, In Production, desktop, disabled
— Agent ID	string	No	—
— Department ID	string	No	—
— Description	string	No	—	HTML supported.
— Due By	dateTime	No	—
— Group ID	string	No	—
— Impact	options	No	1
				Options: 1, 2, 3
— Priority	options	No	1
				Options: 1, 2, 3, 4
— Requester ID	string	No	—
— Status	options	No	1
				Options: 1, 2, 3
— Subject	string	No	—

Product: Create

Parameter	Type	Required	Default	Description
Asset Type ID	string	Yes	—	ID of the asset type.
Name	string	Yes	—
Additional Fields	collection	No	{}
				Options: 1, 12h, 30m, Buy, In Production, disabled
— Description	string	No	—	HTML supported.
— Manufacturer	string	No	—
— Mode of Procurement	options	No	Buy
				Options: Buy, Lease, Both
— Status	options	No	In Production
				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	{}
				Options: 1, 2, 12h, 30m, everyone, Buy, In Production, desktop, disabled
— Asset Type ID	string	No	—
— Description	string	No	—	HTML supported.
— Manufacturer	string	No	—
— Mode of Procurement	options	No	Buy
				Options: Buy, Lease, Both
— Name	string	No	—
— Status	options	No	In Production
				Options: In Production, In Pipeline, Retired

Release: Create

Parameter	Type	Required	Default	Description
Subject	string	Yes	—
Release Type	options	No	1
				Options: 1, 2, 3, 4
Priority	options	No	1
				Options: 1, 2, 3, 4
Status (releaseStatus)	options	No	1	Status of the new release. Freshservice release statuses are 1 (Open), 2 (On Hold), 3 (In Progress), 4 (Incomplete) and 5 (Completed).
				Options: 1, 2, 3, 4, 5
Planned Start Date	dateTime	Yes	—
Planned End Date	dateTime	Yes	—
Additional Fields	collection	No	{}
				Options: 1, 12h, 30m, Buy, In Production, disabled
— Department ID	string	No	—
— Description	string	No	—	HTML supported.
— Group ID	string	No	—

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	{}
				Options: 1, 2, 12h, 30m, everyone, Buy, In Production, desktop, disabled
— Department ID	string	No	—
— Description	string	No	—	HTML supported.
— Group ID	string	No	—
— Priority	options	No	1
				Options: 1, 2, 3, 4
— Release Type	options	No	1
				Options: 1, 2, 3, 4
— Status	options	No	1
				Options: 1, 2, 3, 4, 5
— Subject	string	No	—

Requester: Create

Parameter	Type	Required	Default	Description
First Name	string	Yes	—
Primary Email	string	No	—
Additional Fields	collection	No	{}
				Options: 1, 12h, 30m, Buy, In Production, disabled
— Address	string	No	—
— Background Information	string	No	—
— Department IDs	string	No	—	Comma-separated department IDs.
— Job Title	string	No	—
— Language	options	No	en
				Options: en, ar, ca, cs, cy-GB, da, de, es, es-LA, et, fi, fr, he, hu, id, it, ja-JP, ko, LV, nb-NO, nl, pl, pt, pt-BR, pt-PT, ru-RU, sk, sl, sv-SE, th, tr, UK, vi, zh-CN, zh-TW
— Last Name	string	No	—
— Location ID	string	No	—
— Mobile Phone	string	No	—
— Secondary Emails	string	No	—	Comma-separated secondary email addresses.
— Time Format	options	No	12h
				Options: 12h, 24h
— Work Phone	string	No	—

Requester: Delete

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

Requester: Get

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

Requester: Get Many

Parameter	Type	Required	Default	Description
Filters	collection	No	{}
				Options: 1, 2, closed, asc
— Department ID	string	No	—
— First Name	string	No	—
— Job Title	string	No	—
— Language	options	No	—
				Options: en, ar, ca, cs, cy-GB, da, de, es, es-LA, et, fi, fr, he, hu, id, it, ja-JP, ko, LV, nb-NO, nl, pl, pt, pt-BR, pt-PT, ru-RU, sk, sl, sv-SE, th, tr, UK, vi, zh-CN, zh-TW
— Last Name	string	No	—
— Location ID	string	No	—
— Mobile Phone	string	No	—
— Primary Email	string	No	—
— Work Phone	string	No	—
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	string	Yes	—	ID of the requester.
Update Fields	collection	No	{}
				Options: 1, 2, 12h, 30m, everyone, Buy, In Production, desktop, disabled
— Address	string	No	—
— Background Information	string	No	—
— Department IDs	string	No	—	Comma-separated department IDs.
— First Name	string	No	—
— Job Title	string	No	—
— Language	options	No	—
				Options: en, ar, ca, cs, cy-GB, da, de, es, es-LA, et, fi, fr, he, hu, id, it, ja-JP, ko, LV, nb-NO, nl, pl, pt, pt-BR, pt-PT, ru-RU, sk, sl, sv-SE, th, tr, UK, vi, zh-CN, zh-TW
— Last Name	string	No	—
— Location ID	string	No	—
— Mobile Phone	string	No	—
— Primary Email	string	No	—
— Secondary Emails	string	No	—	Comma-separated secondary emails.
— Time Format	options	No	12h
				Options: 12h, 24h
— Work Phone	string	No	—

Requester Group: Create

Parameter	Type	Required	Default	Description
Name	string	Yes	—
Additional Fields	collection	No	{}
				Options: 1, 12h, 30m, Buy, In Production, disabled
— Description	string	No	—

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	{}
				Options: 1, 2, 12h, 30m, everyone, Buy, In Production, desktop, disabled
— Description	string	No	—
— Name	string	No	—

Software: Create

Parameter	Type	Required	Default	Description
Application Type	options	Yes	desktop
				Options: desktop, mobile, saas
Name	string	Yes	—
Additional Fields	collection	No	{}
				Options: 1, 12h, 30m, Buy, In Production, disabled
— Description	string	No	—
— Notes	string	No	—
— Status	options	No	managed
				Options: disabled, ignored, needs review, 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	{}
				Options: 1, 2, 12h, 30m, everyone, Buy, In Production, desktop, disabled
— Application Type	options	No	desktop
				Options: desktop, mobile, saas
— Description	string	No	—
— Name	string	No	—
— Notes	string	No	—
— Status	options	No	managed
				Options: disabled, ignored, needs review, 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
				Options: 1, 2, 3, 4
Status (ticketStatus)	options	No	2	Status of the new ticket. Freshservice ticket statuses are 2 (Open), 3 (Pending), 4 (Resolved) and 5 (Closed).
				Options: 2, 3, 4, 5
Additional Fields	collection	No	{}
				Options: 1, 12h, 30m, Buy, In Production, disabled
— CC Emails	string	No	—	Comma-separated email addresses to CC.
— Department ID	string	No	—	ID of the department.
— Group ID	string	No	—	ID of the agent group.
— Impact	options	No	1
				Options: 1, 2, 3
— Name	string	No	—	Name of the ticket author.
— 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	{}
				Options: 1, 2, closed, asc
— Agent ID	string	No	—	Filter by assigned agent ID.
— Group ID	string	No	—	Filter by group ID.
— Impact	options	No	1
				Options: 1, 2, 3
— Priority	options	No	1
				Options: 1, 2, 3, 4
— Status	options	No	2
				Options: 2, 3, 4, 5
— Created On	dateTime	No	—
— Due By	dateTime	No	—
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	{}
				Options: 1, 2, 12h, 30m, everyone, Buy, In Production, desktop, disabled
— Department ID	string	No	—
— Description	string	No	—	HTML supported.
— Email	string	No	—
— Group ID	string	No	—
— Impact	options	No	1
				Options: 1, 2, 3
— Name	string	No	—
— Phone	string	No	—
— Priority	options	No	1
				Options: 1, 2, 3, 4
— Status	options	No	2
				Options: 2, 3, 4, 5
— Subject	string	No	—

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.

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,
    "ticketStatus": 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

This tool manages IT service objects like tickets, changes, and agents in Freshservice. It is ideal for creating, updating, deleting, and retrieving specific ITSM records or lists of records. It produces confirmation of actions, or the requested Freshservice object data.

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