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Wrk Action Library
Freshworks Freshservice
Retrieve ticket details in Freshservice
Retrieve ticket details in Freshservice
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Written by Wrk Product
Updated over a week ago

Retrieves details from a ticket within Freshservice.

Common use cases

  • Data Management

Application

  • Freshservice

Inputs (what you have)

NAME

DESCRIPTION

TYPE

REQUIRED

EXAMPLE

Freshservice API key

API key for the account

Connected account

Yes

A9023

Freshservice ticket link

The link to ticket to retrieve details for

URL

Yes

https://wrk.freshservice.com/helpdesk/tickets/20

Fields to capture

The fields of the ticket to capture

Text

No

Fieldx

Note: the value of inputs can either be a set value in the configuration of the Wrk Action within the Wrkflow, or a variable from the Data library section. These variables in the Data library section are the outputs of previous Wrk Actions in the Wrkflow.

Outputs (what you get)

NAME

DESCRIPTION

TYPE

REQUIRED

EXAMPLE

Ticket ID

Unique ID of the ticket

Integer

Yes

20

Workspace ID

ID of the workspace to which the ticket belongs. The attribute is applicable only for accounts with the 'Workspaces' feature enabled

Integer

Yes

3

Type

Helps categorize the ticket according to the different kinds of issues your support team deals with

Text

Yes

Incident

Status

Status of the ticket

Integer

Yes

1

Priority

Priority of the ticket

Integer

Yes

1

Urgency

Urgency of the ticket

Integer

Yes

1

Impact

Impact of the ticket

Integer

Yes

1

Subject

Subject of the ticket

Text

Yes

Ticket title

Description

HTML content of the ticket

Text

Yes

<div>this is a sample ticket</div>

Description text

Content of the ticket in plain text

Text

Yes

this is a sample ticket

Due by

Timestamp that denotes when the ticket is due to be resolved

Date & Time

Yes

2021-01-18 21:00

First response due by

Timestamp that denotes when the first response is due

Date & Time

Yes

2021-01-11 03:00

First escalated response

Set to true if the ticket has been escalated as a result of the first response time being breached

True / False

Yes

False

Category

Ticket Category

Text

Yes

Hardware

Sub category

Ticket sub category

Text

Yes

Computer

Item category

Ticket item category

Text

Yes

Ink bottle

Department ID

ID of the department to which this ticket belongs

Integer

Yes

12

Group ID

ID of the group to which the ticket has been assigned

Integer

Yes

45

Is escalated

Set to true if the ticket has been escalated for any reason

True / False

Yes

False

Deleted

Set to true if the ticket has been deleted/trashed. Deleted tickets will not be displayed in any views except the "deleted" filter

True / False

Yes

False

Spam

Set to true if the ticket has been marked as spam

True / False

Yes

False

Attachments

Does the ticket contain attachments

True / False

Yes

False

To emails

Email addresses to which the ticket was originally sent

List of emails

Yes

person1@wrk.com, person2@wrk.com

CC emails

Email addresses added in the 'cc' field of the incoming ticket email

List of emails

Yes

person1@wrk.com, person2@wrk.com

Fwd emails

Email addresses added while forwarding a ticket

List of emails

Yes

person1@wrk.com, person2@wrk.com

Reply CC emails

Email addresses added while replying to a ticket

List of emails

Yes

person1@wrk.com, person2@wrk.com

Requester ID

User ID of the requester

Integer

Yes

19938921

Name

Name of the requester

Text

Yes

John Doe

Phone

Phone of the requester

List of emails

Yes

+1 234 567 8912

Email

Email address of the requester

List of emails

Yes

person1@wrk.com, person2@wrk.com

Responder ID

ID of the agent to whom the ticket has been assigned

Integer

Yes

10000982

Source

The channel through which the ticket was created

Integer

Yes

3

Tags

Tags that have been associated with the ticket

List of text

Yes

Fix

Created at

Ticket creation timestamp

Date % Time

Yes

2017-09-08 11:03

Updated at

Ticket updated timestamp

Date & Time

Yes

2017-09-08 11:37

Outcomes

NAME

DESCRIPTION

Success

This status is selected when details are successfully retrieved from the provided ticket link

No Result

This status is selected in the event of the following scenarios no ticket can be found with the provided link

Unsuccessful

This status is selected in the event of the following scenarios:

  • The external system is not accessible

  • The Freshservice ticket link is not a valid ticket link

  • Can not extract the base Freshservice URL

  • Can not extract the ticket id

Requirements

  • N/A

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