Creates a ticket in Freshservice. To create a ticket you must provide a value for at least one of requestor ID, requestor email, or requestor phone.
Application
Freshservice
Inputs (what you have)
Name | Description | Data Type | Required? | Example |
Status | Status of the ticket | Pre-defined drop down list | Yes | Open |
Priority | Priority of the ticket | Pre-defined drop down list | Yes | Low |
Source | The channel through which the ticket was created. The default value is Portal. | Pre-defined drop down list | Yes | Portal |
Unique ticket ID | Unique ID of the ticket | Integer | No | 123 |
Workspace ID | Workspace ID of the ticket. The input is applicable only for accounts with the 'Workspaces' feature enabled. The default value is the ID of the primary workspace of the account | Integer | No | 1 |
Requestor name | Name of the requester | Text (Short) | No | John Smith |
Requestor ID | User ID of the requester. For existing contacts, the requester_id can be passed instead of the requester's email | Integer | No | 123 |
Requestor email | Email address of the requester. If no contact exists with this email address in Freshservice, it will be added as a new contact | No |
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Requestor phone | Phone number of the requester. If no contact exists with this phone number in Freshservice, it will be added as a new contact. If the phone number is set and the email address is not, then the name attribute is mandatory | Phone number | No | 123-456-7890 |
Subject | Subject of the ticket. The default value is null. The max length is 255 characters | Text(Short) | No | This is your ticket subject |
Description | HTML content of the ticket | Text (Long) | No | Long description of the problem |
Responder ID | ID of the agent to whom the ticket has been assigned | Integer | No | 456 |
Attachment | Ticket attachment. The total size of this attachment cannot exceed 40 MB | File | No | screenshot.png |
CC emails | Email address added in the 'cc' field of the incoming ticket email | List of Emails | No |
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Custom fields | Key value pairs containing the names and values of custom fields | Text (Long) | No | {“custom_field1”:”custom_value1”, “custom_field2”:”custom_value2”} |
Due by | Timestamp that denotes when the ticket is due to be resolved | Datetime | No | 2023-07-01 12:00:00 |
Email configuration ID | ID of email config which is used for this ticket. (i.e., | Integer | No | 1 |
First response due by | Timestamp that denotes when the first response is due | datetime | No | 2023-07-01 12:00:00 |
Group ID | ID of the group to which the ticket has been assigned. The default value is the ID of the group that is associated with the given Email configuration ID | Integer | No | 1 |
Tags | Tags that have been associated with the ticket | List of Text | No | tag1,tag2 |
Requester department ID | Department ID of the requester. | Integer | No | 1 |
Category | Ticket category | Text(Short) | No | Category X |
Sub category | Ticket sub category | Text(Short) | No | Sub category Y |
Item category | Ticket item category | Text(Short) | No | Item category Z |
Urgency | Ticket urgency | Integer | No | 1 |
Impact | Ticket impact | Integer | No | 1 |
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)
Title | Description | Data Type | Required | Example |
Ticket link | Link to the ticket | url | Required |
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Outcomes
Name | Description |
Success | This status is selected when a ticket is successfully created |
ITC | This status is selected in the event of the following scenarios:
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Requirements
N/A