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 |
|
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 |
|
CC emails | Email addresses added in the 'cc' field of the incoming ticket email | List of emails | Yes |
|
Fwd emails | Email addresses added while forwarding a ticket | List of emails | Yes |
|
Reply CC emails | Email addresses added while replying to a ticket | List of emails | Yes |
|
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 address of the requester | List of emails | Yes |
| |
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:
|
Requirements
N/A