API REFERENCE

Introduction

The Freshservice API

Freshservice is a cloud-based IT Service Management solution that was designed using ITIL best practices. Freshservice helps IT organizations streamline their service delivery processes with a strong focus on user experience and employee happiness.

Freshservice's APIs belong to the Representational State Transfer (REST) category. They allow you to perform 'RESTful' operations such as reading, modifying, adding or deleting data from your service desk. The APIs also support Cross-Origin Resource Sharing (CORS).

Note: This documentation is for the v2.0 of the APIs. Documentation for the v1.0 APIs can be found here.

What API commands are used by Freshservice?

Freshservice APIs are plain JSON over HTTP and use the following HTTP verbs:

Command Purpose
POST Create an object
GET Fetch one or more objects
PUT Update an object / Restore an object
DELETE Remove an object

Note: All API requests should hit the secured endpoint i.e. only HTTPS

What's New?

Version 2 of the API brings several new features as well as changes to the previous APIs. This section highlights some of the new features introduced in v2.

  1. Higher rate limits as a result of significant performance enhancements
  2. Improved error handling - errors will return appropriate HTTP status codes and an error body
  3. New APIs that enable you to Reply to a ticket and enhancements to existing APIs that enable you to Update a ticket's description, Update a ticket's notes, and Retrieve a list of tickets that have been recently modified
  4. Only JSON is supported in V2
  5. Only SSL calls (HTTPS) will be allowed
  6. Works only via Freshservice domains and not via custom CNAMEs
  7. Support for page sizes up to 100 has been added

Rate limit

Freshservice accounts created on or after 01-Sep-2020 will use minute-level rate limiting. The limits vary based on the Freshservice plan. Certain API operations also have sublimits within the overall limit. This limit is applied on an account wide basis irrespective of factors such as the number of agents or IP addresses used to make the calls.

Action Rate Limit/Min
Starter Growth Pro Enterprise
Overall Limit 100 200 400 500
Sub Limits
List All Tickets 40 70 120 140
View Ticket 50 80 140 160
Create Ticket 50 80 140 160
Update Ticket 50 80 140 160
List All Assets 40 70 120 140
Update Asset 50 80 140 160
List All Agents 40 70 120 140
List All Requesters 40 70 120 140

Note:
1. Please follow the best practices to stay under the rate limit.
2. If you need more than the default limit, please contact us.
3. Even invalid requests will count towards the rate limit.
4. Embedding additional resources will consume 1 credit if performed from a SHOW action, and 3 credits if performed from a LIST action.
5. Some custom apps (freshplugs) consume API calls which also count towards the rate limit.

You can check your current rate limit status by looking at the following HTTP headers which are returned in response to every API request.

HTTP/1.1 200 OK
Content-Type: application/json; charset=utf-8
X-Ratelimit-Total: 3000
X-Ratelimit-Remaining: 998
X-Ratelimit-Used-CurrentRequest: 1
X-Freshservice-Api-Version: latest=v2; requested=v2

Header Name Description
X-RateLimit-Total Total number of API calls allowed per hour.
X-RateLimit-Remaining The number of requests remaining in the current rate limit window.
X-RateLimit-Used-CurrentRequest The number of API calls consumed by the current request. Most API requests consume one call, however, including additional information in the response will consume more calls.
Retry-After The number in seconds that you will have to wait to fire your next API request. This header will be returned only when the rate limit has been reached.

If your API request is received after the rate limit has been reached, Freshservice will return an error in the response. The Retry-After value in the response header will tell you how long you need to wait before you can send another API request.

HTTP/1.1 429
Content-Type: application/json; charset=utf-8
Retry-After: 1521

Policies

Freshservice APIs are classified into either production or beta APIs. A production API is one that has been made available for public use and is stable. A beta API is one that is still in development or is for internal or limited use and whose stability cannot be guaranteed. Beta APIs may be removed or modified at any time without advance notice. Please note that the following policies apply to production APIs only.

Deprecation Policy

The scope of the V2 API is currently limited to only tickets and conversations. Once all modules are made available through the API, API V1 would be deprecated after a given notice period.

Breaking Change Policy

Changes that do not break an API, such as adding a new attribute can be made at any time. Changes that break a production level API such as removing attributes or making major changes to the API’s behavior will only be done with an advance notice of 60 days. However, there may be rare occasions where due to legal, performance, or security reasons, we are forced to make breaking changes without advance notice.

Changelog

April 2024
  • Freshservice APIs support Oauth authentication. Refer scopes required against the respective APIs.
  • 'Create a Child Ticket' API allows creating incidents as child tickets for SR/Case/Query/Issue/Request apart from an incident.
  • 'Create a Child Service Request' API allows creating SR/Case/Query/Issue/Request as child ticket for an Incident/Major Incident also.
Dec 2023
  • List All Groups will return agent groups only from the specified workspace, or the primary workspace if workspace_id is not specified.
Oct 2023
  • Restricted groups are supported in all workspaces
Sep 2023
  • Audit logs of requesters ("type": ["requester"]) can be exported
  • Audit logs of a requester ("requester_id": number) can be exported
Aug 2023

Following attributes are no longer supported:

In the object "Agent"

  • Attribute ticket_scope is no longer supported. Instead use roles -> assignment_scope
  • Attribute problem_scope is no longer supported. Instead use roles -> assignment_scope
  • Attribute change_scope is no longer supported. Instead use roles -> assignment_scope
  • Attribute release_scope is no longer supported. Instead use roles -> assignment_scope
  • Attribute scopes is no longer supported. Instead use roles -> assignment_scope
  • Attribute group_ids is no longer supported. Instead use member_of and observer_of
  • Attribute role_ids is no longer supported. Instead use roles -> role_id

In the object "group"

  • Attribute agent_ids is no longer supported. Instead use members and observers
June 2023
  • Username and password-based basic authentication of Freshservice APIs is no longer supported. Instead use basic auth with API Key authentication.
Sept 2017
  • Initial version - V2 APIs for tickets and conversations

Authentication

How does it work? Who can access my helpdesk? Can everybody see my data?

Before you can set the priority of a ticket or change a customer's name or use any of the APIs listed above, you need to "authenticate your ID" or "log in" in the same way you log in to your helpdesk's web portal.

You can use your personal API key to authenticate the request. If you use the API key, there is no need for a password. You can use any set of characters as a dummy password.

curl -v -u apikey:X -H "Content-Type: application/json" -X GET 'https://domain.freshservice.com/api/v2/tickets'

For example, if your API key is abcdefghij1234567890, the curl command to use is:

curl -v -u abcdefghij1234567890:X -H "Content-Type: application/json" -X GET 'https://domain.freshservice.com/api/v2/tickets'

Where can I find my API key?

  1. Login to your Support Portal
  2. Click on your profile picture on the top right corner of your portal
  3. Go to Profile settings Page
  4. Your API key will be available below the change password section to your right

Freshservice supports Basic Access Authorization only with API key.

curl -v -u api_key:X -H "Content-Type: application/json" -X 'GET https://domain.freshservice.com/api/v2/tickets'

Note:
  • If you are sure that your API key is correct, but are still unable to access your helpdesk, make sure that your "APIkey:X" is Base64-encoded before passing it as an "Authorization" header.
  • Username/password basic authentication is deprecated as of May 31st 2023. See the solution here for more details.

What are the resources available via the API?

Every single piece of information - be it a customer's ID or the priority of a specific ticket - can be identified by its own unique identifier or "URI". If you want your data from the helpdesk, whether via your smartphone app or via a third party service, you need this identifier. All URIs follow a specific format and that format is:

https://your_helpdesk_domain_name/api/v2/resource_name

For example, if you are the admin of the Freshservice portal "acmeinc.freshservice.com", then to access the tickets in your helpdesk, the syntax would be

https://acmeinc.freshservice.com/api/v2/tickets

Note: We have shortened API resource URLs throughout this document by omitting the domain name. For example, /api/v2/tickets is actually https://domain.freshservice.com/api/v2/tickets

Will everyone have the same access rights?

No, everyone will not have the same access rights. Your ability to access data depends on the permissions available for your freshservice profile. If your freshservice Agent Role is "Newbie Agent" who is not allowed to answer to tickets, but is only allowed to view them, then the APIs will restrict you from answering and you'll only be able to view the tickets.

Schema

Blank Fields:

Blank fields are included as null instead of being omitted.

Timestamps:

All timestamps are returned in the UTC format, YYYY-MM-DDTHH:MM:SSZ. ( Example : 2016-02-13T23:27:49Z )

Date Fields:

Input for date fields is expected to be in one of the following formats:

YYYY-MM-DD
YYYY-MM-DDTHH:MM
YYYY-MM-DDTHH:MMZ
YYYY-MM-DDTHH:MM:SS
YYYY-MM-DDTHH:MM:SSZ
YYYY-MM-DDTHH:MM:SS±hh:mm
YYYY-MM-DDTHH:MM:SS±hh
YYYY-MM-DDTHH:MM:SS±hhmm

If the time zone information is not present, it will be assumed to be in UTC.
( some valid datefields : 2016-02-15T21:16:25Z, 2012-12-24T12:56:15+05:30, 2010-03-23T12:00 )
For more details on date format : ISO 8601

Location Header:

POST requests will contain the Location Header in the response that points to the URL of the created resource.

Response
HTTP STATUS: HTTP 201 Created
Headers:
"Location": https://domain.freshservice.com/api/v2/tickets/1

Embedding

Our previous version of APIs returned a large number of fields by default. In order to increase performance and reduce data usage, we have removed several of these fields in our v2.0 APIs. For example, when you view a ticket, we no longer return the requester's name or the company name. However, there may be situations where these fields are required and hence, we have included a mechanism to embed additional resources into an API call in order to minimise the number of required API calls.

Note: Embedding resources into an API that returns a single object will consume an additional API call credit per embedded resource while embedding into APIs that return a collection of objects will consume two additional credits.

You can request for additional resources using the "include" keyword. For example you can embed the requester's details within the ticket view API by using the following command

Request 
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curl -v -u 'abcdefgh12345678:X' -X GET 'https://domain.freshservice.com/api/v2/tickets/20?include=requester'
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Response 
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{
  "ticket": {
    "cc_emails": [],
    "fwd_emails": [],
    "reply_cc_emails": [],
    "fr_escalated": true,
    "spam": false,
    "email_config_id": null,
    "group_id": null,
    "priority": 4,
    "requester_id": 1000000542,
    "responder_id": null,
    "source": 2,
    "status": 2,
    "subject": "New child ticket via Agent Login -qhxorxcb",
    "to_emails": null,
    "sla_policy_id": 1000000029,
    "department_id": 1000000226,
    "id": 259,
    "type": "Incident",
    "due_by": "2017-09-06T12:32:14Z",
    "fr_due_by": "2017-09-06T09:32:14Z",
    "is_escalated": true,
    "description": "<div style=\"font-size: 13px; font-family: Helvetica Neue,Helvetica,Arial,sans-serif;\">New child ticket ticket via Agent Login</div>",
    "description_text": "New child ticket ticket via Agent Login",
    "custom_fields": {
      "auto_checkbox": false
    },
    "created_at": "2017-09-06T08:32:14Z",
    "updated_at": "2017-09-06T08:32:14Z",
    "urgency": 1,
    "impact": 1,
    "category": null,
    "sub_category": null,
    "item_category": null,
    "deleted": false,
    "attachments": [],
    "requester": {
      "id": 1000000542,
      "name": "FS Requester1",
      "email": "fs.req12@gmail.com",
      "mobile": "",
      "phone": ""
    }
  }
}
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Attachments

Attachments are supported for the following endpoints

Please follow the guidelines listed below

  • Only files on your local machine can be attached using API.
  • The Content-Type should always be multipart/form-data for create/update requests with attachments.
  • The name of the file is preserved after it is attached i.e the filename sent in the response will be the same as the one in the request.

Errors

I have encountered an error. How do I debug it?

API requests that result in errors will return an appropriate HTTP status code to help you identify the type of error. You can use the table below to understand what each code means.

HTTP STATUS CODE TEXT DESCRIPTION
400 Client or Validation Error The request body/query string is not in the correct format. For example, the Create a ticket API requires the requester_id field to be sent as part of the request and if it is missing, this status code is returned.

Also, requests containing a deprecated or invalid attribute will result in this error. For example, if ticket_scope, problem_scope or any of the deprecated attributes are sent in the API requests to /api/v2/agents then this error is returned.
401 Authentication Failure Indicates that the Authorization header is either missing or incorrect. For example, if you send an API request containing username/password then authentication will fail with this error. You can learn more about the Authorization header here.
403 Access Denied This indicates that the agent whose credentials were used for making this request was not authorized to perform this API call. It could be that this API call requires admin level credentials or perhaps the Freshservice portal doesn't have the corresponding feature enabled. It could also indicate that the user has reached the maximum number of failed login attempts or that the account has reached the maximum number of agents.
404 Requested Resource not Found This status code is returned when the request contains invalid ID/Freshservice domain in the URL or an invalid URL itself. For example, an API call to retrieve a ticket with an invalid ID will return an HTTP 404 status code to let you know that no such ticket exists.
405 Method not allowed This API request used the wrong HTTP verb/method. For example an API PUT request on /api/v2/tickets endpoint will return an HTTP 405 as /api/v2/tickets allows only GET and POST requests.
406 Unsupported Accept Header Only application/json and */* are supported.
When uploading files multipart/form-data is supported.
409 Inconsistent/Conflicting State The resource that is being created/updated is in an inconsistent or conflicting state.
415 Unsupported Content-type Content type application/xml is not supported. Only application/json is supported.
429 Rate Limit Exceeded The API rate limit allotted for your Freshservice domain has been exhausted.
500 Unexpected Server Error You can't do much here. This indicates an error at Freshservice's side. Please email us your script which invokes our API, along with the response headers. We will work with you to fix the issue.

Error Response

In addition to the HTTP status code, most errors will also return a response body that contains more information to help you debug the error. A sample error response is shown below. The format of the error response body is explained after the example.

Error Response Fields

FIELD DESCRIPTION
field The request field that triggered this error. Applicable to HTTP 400 errors only.
message Detailed error message.
code Custom error code that is machine-parseable.

Error Codes

In addition to the the error message, the error response will also contain an error code that is machine-parseable. The following table lists the error codes and their descriptions.

CODE DESCRIPTION
missing_field A mandatory attribute is missing. For example, calling Create a Ticket without the mandatory description in the request will result in this error.
invalid_value This code indicates that a request contained an incorrect or blank value, or was in an invalid format.
duplicate_value Indicates that this value already exists.
datatype_mismatch Indicates that the field value doesn't match the expected data type. For instance, entering text in a numerical field would trigger this error.
invalid_field An unexpected field was part of the request. If any additional field is included in the request payload (other than what is specified in the API documentation), this error will occur.
invalid_json Request parameter is not a valid JSON. We recommend that you validate the JSON payload with a JSON validator before firing the API request.
invalid_credentials Incorrect or missing API credentials. As the name suggests, it indicates that the API request was made with invalid credentials. Forgetting to apply Base64 encoding on the API key is a common cause of this error.
access_denied Insufficient privileges to perform this action. An agent attempting to access admin APIs will result in this error.
require_feature Not allowed since a specific feature has to be enabled in your Freshservice portal for you to perform this action.
account_suspended Account has been suspended.
ssl_required HTTPS is required in the API URL.
readonly_field Read only field cannot be altered.
password_lockout The agent has reached the maximum number of failed login attempts.
password_expired The agent's password has expired.
no_content_required No JSON data required.
inaccessible_field The agent is not authorized to update this field.
incompatible_field The field cannot be updated due to the current state of the record.
unsupported_authentication_type API request is made with an unsupported authentication type such as username/password.
access_token_expired API request is made with an expired Oauth access token. Obtain a new access token using the refresh token and retry the request.
access_token_invalid API request is made with Oauth token with invalid signature or invalid scope(s) or an account which is no longer part of the Freshworks organization for which the token was issued.
Response 
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{
	"description":"Validation failed",
	"errors":[
		{
			"field":"name",
			"message":"Mandatory attribute missing",
			"code":"missing_field"
		}
	]
}
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Best Practices

Rate Limit

  • Whenever possible, please queue API calls at your end. This ensures that you can buffer calls on your end to avoid hitting the rate limit and retry API calls when you hit the rate limit after the retry-after time.
  • Cache non-volatile data on your end whenever it is feasible. For e.g. the mapping between agent name and ID is extremely unlikely to change. Hence, by caching it on the client side, you will be able to avoid API calls.
  • As soon as you recognise that a rate limit increase will be required in the future, contact us. This will make it possible for us to ensure that we are prepared to increase the limit as and when needed.

Others

  • Avoid making API calls directly from a mobile app. Instead, send the request to your servers and make the API calls from there. This ensures that in the event of an API endpoint being modified, you will be able to make and deploy the change to your server rather than updating your app and forcing your users to the latest version.
  • Always use HTTP connection/multiplexing when making the API request. This will save some time while opening TCP connection to Freshservice.
  • When retrieving a list of objects, avoid making calls referencing page numbers over 500 (deep pagination). These are performance intensive calls and you may suffer from extremely long response times.

API Index

Category Create View View List Update Delete Others
Tickets Yes Yes Yes Yes Yes 29 more
Conversations Yes No Yes Yes Yes 2 more
Problems Yes Yes Yes Yes Yes 18 more
Changes Yes Yes Yes Yes Yes 18 more
Releases Yes Yes Yes Yes Yes 19 more
CABs Yes Yes Yes Yes Yes
Workspaces No Yes Yes No No
Approvals No No Yes No No
Requesters Yes Yes Yes Yes Yes 7 more
Agents Yes Yes Yes Yes Yes 6 more
Agent Roles No Yes Yes No No
Agent Groups Yes Yes Yes Yes Yes
Requester Groups Yes Yes Yes Yes Yes 3 more
Locations Yes Yes Yes Yes Yes 1 more
Products Yes Yes Yes Yes Yes
Vendors Yes Yes Yes Yes Yes
Assets Yes Yes Yes Yes Yes 15 more
Purchase Order Yes Yes Yes Yes Yes 1 more
Asset Types Yes Yes Yes Yes Yes 1 more
Software Yes Yes Yes Yes Yes 12 more
Contracts Yes Yes Yes Yes No 10 more
Departments Yes Yes Yes Yes Yes 2 more
Business Hours No Yes Yes No No
Projects Yes Yes Yes Yes Yes 2 more
Project Tasks Yes Yes Yes Yes Yes
Projects NewGen Yes Yes Yes Yes Yes 9 more
Project Tasks NewGen Yes Yes Yes Yes Yes 17 more
Solution Category Yes Yes Yes Yes Yes
Solution Folder Yes Yes Yes Yes Yes 1 more
Solution Article Yes Yes Yes Yes Yes 6 more
Service Catalog Yes Yes Yes No No 2 more
Announcements Yes Yes Yes Yes Yes
Employee Onboarding Yes Yes Yes No No 2 more
Employee Offboarding Yes Yes Yes No No 2 more
Oncall management Yes Yes Yes Yes Yes 19 more
Custom Objects Yes No Yes Yes Yes 2 more
SLA Policies No No Yes No No
Canned Responses No Yes Yes No No 3 more
Audit Logs No No No No No 1 more
Attachment No Yes No No No 1 more

Tickets

This section lists all API that can be used to create, edit or otherwise manipulate tickets.

Attribute Type Description
id number Unique ID of the ticket.
workspace_id number ID of the workspace that the ticket belongs to. If not provided, the ID of the primary workspace will be defaulted. Applicable only to accounts on the Employee Support Mode.
attachments array of objects Ticket attachments. The total size of these attachments cannot exceed 40 MB.
cc_emails array of strings Email addresses added in the 'cc' field of the incoming ticket email.
department_id number ID of the department to which this ticket belongs.
custom_fields dictionary Key value pairs containing the names and values of custom fields. Read more here.
deleted boolean Set to true if the ticket has been deleted/trashed. Deleted tickets will not be displayed in any views except the "deleted" filter.
description string HTML content of the ticket.
description_text string Content of the ticket in plain text.
due_by datetime Timestamp that denotes when the ticket is due to be resolved.
email string Email address of the requester. If no contact exists with this email address in Freshservice, it will be added as a new contact.
email_config_id number ID of email config which is used for this ticket. (i.e., support@yourcompany.com/sales@yourcompany.com)
fr_due_by datetime Timestamp that denotes when the first response is due.
fr_escalated boolean Set to true if the ticket has been escalated as a result of the first response time being breached.
fwd_emails array of strings Email addresses added while forwarding a ticket.
group_id number ID of the group to which the ticket has been assigned.
is_escalated boolean Set to true if the ticket has been escalated for any reason.
name string Name of the requester.
phone string 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.
priority number Priority of the ticket.
category number Ticket Category.
sub_category string Ticket sub category.
item_category string Ticket item category.
reply_cc_emails array of strings Email addresses added while replying to a ticket.
requester_id number User ID of the requester. For existing contacts, the requester_id can be passed instead of the requester's email.
responder_id number ID of the agent to whom the ticket has been assigned.
source number The channel through which the ticket was created.
spam boolean Set to true if the ticket has been marked as spam.
status number Status of the ticket.
subject string Subject of the ticket.
tags array of strings Tags that have been associated with the ticket.
to_emails Array of strings Email addresses to which the ticket was originally sent.
type string Helps categorize the ticket according to the different kinds of issues your support team deals with. [Support for only type ‘incident’ as of now]
created_at datetime Ticket creation timestamp.
updated_at datetime Ticket updated timestamp.
urgency number Ticket urgency.
impact number Ticket impact.
resolution_notes string Content of the ticket resolution note in plain text
resolution_notes_html string HTML content of the ticket resolution note

Ticket Properties

Every ticket uses certain fixed numerical values to denote its Status and Priorities. These numerical values along with their meanings are given below.

Source Type Value
Email 1
Portal 2
Phone 3
Chat 4
Feedback widget 5
Yammer 6
AWS Cloudwatch 7
Pagerduty 8
Walkup 9
Slack 10
Status Value
Open 2
Pending 3
Resolved 4
Closed 5
Priorities Value
Low 1
Medium 2
High 3
Urgent 4

Create a Ticket

This API helps you to create a new ticket in your service desk.

Ticket Properties

Every ticket uses certain fixed numerical values to denote its Status and Priorities. These numerical values along with their meanings are given below.

Source Type Value
Email 1
Portal 2
Phone 3
Chat 4
Feedback widget 5
Yammer 6
AWS Cloudwatch 7
Pagerduty 8
Walkup 9
Slack 10
Status Value
Open 2
Pending 3
Resolved 4
Closed 5
Priorities Value
Low 1
Medium 2
High 3
Urgent 4
post /api/v2/tickets
OAuth 2.0 Scope
freshservice.tickets.create
Sample code | Curl 
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curl -v -u api_key:X -H "Content-Type: application/json" -d '{ "description": "Details about the issue...", "subject": "Support Needed...", "email": "tom@outerspace.com", "priority": 1, "status": 2, "cc_emails": ["ram@freshservice.com","diana@freshservice.com"], "workspace_id": 3 }' -X POST 'https://domain.freshservice.com/api/v2/tickets'
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Response 
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{
  "ticket": {
    "cc_emails": [
      "ram@freshservice.com",
      "diana@freshservice.com"
    ],
    "fwd_emails": [],
    "reply_cc_emails": [
      "ram@freshservice.com",
      "diana@freshservice.com"
    ],
    "fr_escalated": false,
    "spam": false,
    "email_config_id": null,
    "group_id": null,
    "priority": 1,
    "requester_id": 1000000675,
    "requested_for_id": 1000000670,
    "responder_id": null,
    "source": 2,
    "status": 2,
    "subject": "Support Needed...",
    "to_emails": null,
    "department_id": null,
    "id": 264,
    "type": "Incident",
    "due_by": "2017-09-11T10:26:17Z",
    "fr_due_by": "2017-09-09T10:26:17Z",
    "is_escalated": false,
    "description": "<div>Details about the issue...</div>",
    "description_text": "Details about the issue...",
    "category": null,
    "sub_category": null,
    "item_category": null,
    "custom_fields": {
      "auto_checkbox": null
    },
    "created_at": "2017-09-08T10:26:17Z",
    "updated_at": "2017-09-08T10:26:17Z",
    "tags": [],
    "attachments": [],
    "workspace_id": 3,
    "resolution_notes": "Resolution note for the ticket...",
    "resolution_notes_html": "<div>Resolution note for the ticket...</div>"
  }
}
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Sample code | Ruby 
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#Create a ticket with custom fields, cc_emails attributes.
require "rubygems"
require "rest_client"
require "json"

site = RestClient::Resource.new("https://domain.freshservice.com/helpdesk/tickets.json","user@yourcompany.com","test")

response = site.post({:helpdesk_ticket=>{:description=>"Test ticket creation with attachments",:subject=>"new ticket sample",:email=>"test@abc.com",:custom_field=>{:license_1=>"ABCDEF"}},:cc_emails=>"myemail@gmail.com,test@gmail.com"},:content_type=>"application/json")

puts "response: #{response.code} \n #{response.body}"
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Create a Ticket With Custom Fields

Sample code | Curl 
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curl -v -u api_key:X -H "Content-Type: application/json" -d '{ "description": "Details about the issue...", "subject": "Support Needed...", "email": "tom@outerspace.com", "priority": 1, "status": 2, "cc_emails": ["ram@freshservice.com","diana@freshservice.com"], "custom_fields" : { "custom_text" : "This is a custom text box" }, "workspace_id": 3 }' -X POST 'https://domain.freshservice.com/api/v2/tickets'
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Response 
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{
  "ticket": {
    "cc_emails": [
      "ram@freshservice.com",
      "diana@freshservice.com"
    ],
    "fwd_emails": [],
    "reply_cc_emails": [
      "ram@freshservice.com",
      "diana@freshservice.com"
    ],
    "fr_escalated": false,
    "spam": false,
    "email_config_id": null,
    "group_id": null,
    "priority": 1,
    "requester_id": 1000000675,
    "requested_for_id": 1000000670,
    "responder_id": null,
    "source": 2,
    "status": 2,
    "subject": "Support Needed...",
    "to_emails": null,
    "department_id": null,
    "id": 265,
    "type": "Incident",
    "due_by": "2017-09-11T10:34:28Z",
    "fr_due_by": "2017-09-09T10:34:28Z",
    "is_escalated": false,
    "description": "<div>Details about the issue...</div>",
    "description_text": "Details about the issue...",
    "category": null,
    "sub_category": null,
    "item_category": null,
    "custom_fields": {
      "custom_text": "This is a custom text box",
      "auto_checkbox": null
    },
    "created_at": "2017-09-08T10:34:28Z",
    "updated_at": "2017-09-08T10:34:28Z",
    "tags": [],
    "attachments": [],
    "workspace_id": 3,
    "resolution_notes": "Resolution note for the ticket...",
    "resolution_notes_html": "<div>Resolution note for the ticket...</div>"
  }
}
EXPAND ↓

Create Ticket with attachment

Note:
1. This API request must have its Content-Type set to multipart/form-data.
2. For more information on attachment refer to this section.

Sample code | Curl 
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curl -v -u api_key:X  -F 'attachments[]=@/Users/user/Desktop/api_attach.png' -F 'subject=Support Needed...' -F 'description=Details about the issue...' -F 'email=tom@outerspace.com' -F 'priority=1' -F 'status=2' -F 'workspace_id=3' -X POST 'https://domain.freshservice.com/api/v2/tickets'
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Response 
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{
   "ticket": {
       "cc_emails": [],
       "fwd_emails": [],
       "reply_cc_emails": [],
       "fr_escalated": false,
       "spam": false,
       "email_config_id": null,
       "group_id": null,
       "priority": 1,
       "requester_id": 1232528431,
       "requested_for_id": 1000000670,
       "responder_id": null,
       "source": 2,
       "status": 2,
       "subject": "Support Needed...",
       "to_emails": null,
       "department_id": null,
       "id": 51,
       "type": "Incident",
       "due_by": "2021-04-22T06:01:08Z",
       "fr_due_by": "2021-04-15T03:01:08Z",
       "is_escalated": false,
       "description": "<div>Details about the issue...</div>",
       "description_text": "Details about the issue...",
       "category": null,
       "sub_category": null,
       "item_category": null,
       "custom_fields": {
           "new_number": null,
           "time_info": null,
           "number_test": null
       },
       "created_at": "2021-04-12T06:01:08Z",
       "updated_at": "2021-04-12T06:01:08Z",
       "tags": [],
       "attachments": [
           {
               "id": 368553,
               "content_type": "image/png",
               "size": 115399,
               "name": "api_attach.png",
               "attachment_url": "https://s3.amazonaws.com/cdn.freshgenie.com/data/helpdesk/attachments/production/19852343/original/api_attach.png",
               "created_at": "2021-04-12T06:01:08Z",
               "updated_at": "2021-04-12T06:01:08Z"
           }
       ],
       "workspace_id": 3,
       "resolution_notes": "Resolution note for the ticket...",
       "resolution_notes_html": "<div>Resolution note for the ticket...</div>"
   }
}
EXPAND ↓

Create Ticket with assets

Note:
1. assets" key: contains comma (,) separated hash of the assets, each with key display id.
2. When "assets" is included as request parameter in PUT or POST request, the associated assets are returned implicitly in the response.
3. The existing request format to link a single asset ("associate_ci" : { "serial_no " : 123, "name " : "Andrea's Laptop " , "user ": "Andrea "}) will be deprecated soon.
4. If both "assets" and "associate_ci" keys are given in the request, assets key would be considered preferably and associate_ci would be ignored.

Sample code | Curl 
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curl -v -u api_key:X -H "Content-Type: application/json" -d '{ "description": "Create ticket with assets linked", "status": 2, "email": "sample@freshservice.com", "priority": 1, "subject": "Create ticket with  assets linked", "assets": [{ "display_id": 8 }, { "display_id": 9 }] "workspace_id": 3}' -X POST 'https://domain.freshservice.com/api/v2/tickets'
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Response 
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{
   "ticket": {
       "cc_emails": [],
       "fwd_emails": [],
       "reply_cc_emails": [],
       "fr_escalated": false,
       "spam": false,
       "email_config_id": null,
       "group_id": null,
       "priority": 1,
       "requester_id": 1,
       "requested_for_id": 1000000670,
       "responder_id": null,
       "source": 2,
       "status": 2,
       "subject": "Create ticket with  assets linked",
       "to_emails": null,
       "department_id": null,
       "id": 433,
       "type": "Incident",
       "due_by": "2020-02-06T11:30:00Z",
       "fr_due_by": "2020-01-30T08:30:00Z",
       "is_escalated": false,
       "description": "<div>Create ticket with assets linked</div>",
       "description_text": "Create ticket with assets linked",
       "category": null,
       "sub_category": null,
       "item_category": null,
       "resolution_notes":null,
       "resolution_notes_html":null,
       "custom_fields": {
       },
       "created_at": "2020-01-27T12:08:06Z",
       "updated_at": "2020-01-27T12:08:06Z",
       "tags": [],
       "attachments": [],
       "workspace_id": 3,
       "assets": [
            {
          	   "name": "Dell Monitor",
               "description": null,
               "ci_type_id": 12,
               "impact": 1,
               "created": "2019-12-13T12:31:47+05:30",
               "updated": "2019-12-13T12:31:47+05:30",
               "user_id": null,
               "department_id": null,
               "assigned_on": null,
               "agent_id": null,
               "author_id": 2,
               "author_type": "User",
               "deleted": false,
               "display_id": 8,
               "salvage": null
           },
           {
               "name": "Logitech Mouse",
               "description": null,
               "ci_type_id": 4,
               "impact": 1,
               "created": "2019-12-13T12:31:47+05:30",
               "updated": "2019-12-13T12:31:47+05:30",
               "user_id": null,
               "department_id": null,
               "assigned_on": null,
               "agent_id": null,
               "author_id": 2,
               "author_type": "User",
               "deleted": false,
               "display_id": 9,
               "salvage": null
           }
       ]
   }
}
EXPAND ↓

Create Ticket with associations

Sample code | Curl 
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curl -v -u api_key:X -H "Content-Type: application/json" -d '{ "description": "Details about the issue...", "subject": "Support Needed...", "email": "tom@outerspace.com", "priority": 1, "status": 2, "problem": {"display_id": 2}, "change_initiating_ticket": {"display_id": 4}, "change_initiated_by_ticket": {"display_id": 5}, "workspace_id": 3 }' -X POST 'https://domain.freshservice.com/api/v2/tickets'
EXPAND ↓
Response 
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{
    "ticket": {
        "cc_emails": [],
        "fwd_emails": [],
        "reply_cc_emails": [],
        "fr_escalated": false,
        "spam": false,
        "email_config_id": null,
        "group_id": null,
        "priority": 1,
        "requester_id": 1232695482,
        "requested_for_id": 1000000670,
        "responder_id": null,
        "source": 2,
        "status": 2,
        "subject": "Support Needed...",
        "to_emails": null,
        "department_id": null,
        "id": 78,
        "type": "Incident",
        "due_by": "2021-04-30T10:39:46Z",
        "fr_due_by": "2021-04-28T10:39:46Z",
        "is_escalated": false,
        "description": "<div>Details about the issue...</div>",
        "description_text": "Details about the issue...",
        "category": null,
        "sub_category": null,
        "item_category": null,
        "custom_fields": {
            "deve": null,
            "locaite": null
        },
        "created_at": "2021-04-27T10:39:46Z",
        "updated_at": "2021-04-27T10:39:46Z",
        "tags": [],
        "attachments": [],
        "workspace_id": 3,
        "problem": {
            "subject": "Unable to reach email server",
            "priority": 1,
            "status": 1,
            "impact": 1,
            "due_by": "2021-04-29T10:24:00Z",
            "display_id": 2,
            "requester_id": 1001536865,
            "owner_id": 1232265829,
            "group_id": null,
            "change_id": null,
            "deleted": false,
            "known_error": false,
            "created_at": "2021-04-27T10:25:20Z",
            "updated_at": "2021-04-27T10:25:20Z",
            "department_id": null,
            "email_config_id": null,
            "category": null,
            "sub_category": null,
            "item_category": null
        },
        "change_initiating_ticket": {
            "display_id": 4,
            "requester_id": 1001536865,
            "owner_id": 1232265829,
            "group_id": null,
            "release_id": null,
            "priority": 1,
            "impact": 1,
            "status": 1,
            "risk": 1,
            "change_type": 1,
            "approval_status": 4,
            "deleted": false,
            "subject": "Getting ES3 back up to speed",
            "created_at": "2021-04-27T10:26:54Z",
            "updated_at": "2021-04-27T10:26:54Z",
            "cc_email": {},
            "planned_start_date": "2021-04-19T18:45:00Z",
            "planned_end_date": "2021-04-19T23:15:00Z",
            "department_id": null,
            "email_config_id": null,
            "category": null,
            "sub_category": null,
            "item_category": null
        },
        "change_initiated_by_ticket": {
            "display_id": 5,
            "requester_id": 1001536865,
            "owner_id": 1232265829,
            "group_id": null,
            "release_id": null,
            "priority": 1,
            "impact": 1,
            "status": 1,
            "risk": 1,
            "change_type": 1,
            "approval_status": 4,
            "deleted": false,
            "subject": "Upgrade Web Server",
            "created_at": "2021-04-27T10:28:48Z",
            "updated_at": "2021-04-27T10:28:48Z",
            "cc_email": {},
            "planned_start_date": "2021-04-21T01:00:00Z",
            "planned_end_date": "2021-04-21T05:30:00Z",
            "department_id": 683112,
            "email_config_id": null,
            "category": null,
            "sub_category": null,
            "item_category": null
        }
    }
}
EXPAND ↓

View a Ticket

Use 'include' to embed additional details in the response. Each include will consume an additional credit. For example if you embed the requester and company information you will be charged a total of 3 API credits for the call.

Note:
By default, certain fields such as conversations, tags and requester email will not be included in the response. They can be retrieved via the embedding functionality.

Embed Handle
conversations /api/v2/tickets/[id]?include=conversations
Will return up to ten conversations sorted by "created_at" in ascending order. Including conversations will consume two API calls. In order to access more than ten conversations belonging to a ticket, use the List All Conversationsof a Ticket API.
requester /api/v2/tickets/[id]?include=requester
Will return requester details like id, name, mobile, phone
requested_for /api/v2/tickets/[id]?include=requested_for
Will return details of the user on behalf of whom the request has been raised
stats /api/v2/tickets/[id]?include=stats
Will return the ticket’s closed_at, resolved_at and first_responded_at time
problem /api/v2/tickets/[id]?include=problem
Returns details of associated problem
assets /api/v2/tickets/[id]?include=assets
Returns set of associated asset details
changes /api/v2/tickets/[id]?include=changes
Returns list of associated changes and causing changes details
related_tickets /api/v2/tickets/[id]?include=related_tickets
Returns child ticket ids / parent ticket ids based on ticket. No ids returned for parent tickets with no children
onboarding_context /api/v2/tickets/[id]?include=onboarding_context
Returns onboarding data mapped to the ticket
offboarding_context /api/v2/tickets/[id]?include=offboarding_context
Returns offboarding data mapped to the ticket
get /api/v2/tickets/[id]
OAuth 2.0 Scope
freshservice.tickets.view
Sample code | Curl 
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curl -v -u api_key:X -H "Content-Type: application/json" -X GET 'https://domain.freshservice.com/api/v2/tickets/20'
EXPAND ↓
Response 
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{
  "ticket": {
    "cc_emails": [],
    "fwd_emails": [],
    "reply_cc_emails": [],
    "fr_escalated": false,
    "spam": false,
    "email_config_id": null,
    "group_id": null,
    "priority": 3,
    "requester_id": 1000000678,
    "requested_for_id": 1000000670,
    "responder_id": null,
    "source": 2,
    "status": 2,
    "subject": "Ticket Title",
    "to_emails": null,
    "sla_policy_id": 1000000029,
    "department_id": null,
    "id": 266,
    "type": "Incident",
    "due_by": "2017-09-08T23:03:44Z",
    "fr_due_by": "2017-09-08T15:03:44Z",
    "is_escalated": false,
    "description": "<div>this is a sample ticket</div>",
    "description_text": "this is a sample ticket",
    "custom_fields": {
      "custom_text": null,
      "auto_checkbox": false
    },
    "created_at": "2017-09-08T11:03:44Z",
    "updated_at": "2017-09-08T11:37:01Z",
    "urgency": 1,
    "impact": 1,
    "category": null,
    "sub_category": null,
    "item_category": null,
    "deleted": false,
    "resolution_notes":null,
    "resolution_notes_html":null,
    "attachments": [
      {
        "content_type": "text/plain",
        "size": 5,
        "name": "attachment.txt",
        "attachment_url": "https://cdn.freshservice/data/Helpdesk/attachments/production/19852343/original/attachment.txt",
        "created_at": "2017-09-08T11:03:45Z",
        "updated_at": "2017-09-08T11:03:45Z"
      }
    ],
    "workspace_id": 3,
    "created_within_business_hours": false,
    "approval_status": 4,
    "approval_status_name": "Not Requested"
  }
}
EXPAND ↓
Sample code | Ruby 
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#view tickets
require "rubygems"
require "rest_client"
require "json"

#you can also use apikey instead of user/passwd
# to view all tickets
#pass 'page' attribute to see the specific page. Default only 30 tickets per page is listed
# site = RestClient::Resource.new("https://yourcompany.freshservice.com/helpdesk/tickets.json?page=1","user@yourcompany.com","test")

#view specific tickets
site = RestClient::Resource.new("https://domain.freshservice.com/helpdesk/tickets/[id].json","user@yourcompany.com","test")

#avatar_attributes is the property to set the image file.
response = site.get(:accept=>"application/json")

puts "response: #{response.code} \n #{response.body}"
EXPAND ↓
Additional examples

1. Get the associated conversations along with the ticket response.

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 curl -v -u api_key:X -X GET 'https://domain.freshservice.com/api/v2/tickets/20?include=conversations'
EXPAND ↓

2. Get the associated tags and requester information along with the ticket response.

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 curl -v -u api_key:X -X GET 'https://domain.freshservice.com/api/v2/tickets/20?include=tags,requester'
EXPAND ↓

3. Get the associated stats information along with the ticket response.

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 curl -v -u api_key:X -X GET 'https://domain.freshservice.com/api/v2/tickets/20?include=stats'
EXPAND ↓

4. Get the associated onboarding information along with the ticket response.

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 curl -v -u api_key:X -X GET 'https://domain.freshservice.com/api/v2/tickets/20?include=onboarding_context'
EXPAND ↓

5. Get the associated offboarding information along with the ticket response.

1
 curl -v -u api_key:X -X GET 'https://domain.freshservice.com/api/v2/tickets/20?include=offboarding_context'
EXPAND ↓

Filter Tickets

Custom ticket fields that you have created in your account can also be used to filter through the tickets and get a list of tickets matching the specified ticket fields.

Query Format(query) - "(ticket_field:integer OR ticket_field:'string') AND ticket_field:boolean"

Note:
1. The query must be URL encoded
2. Query can be framed using the ticket field name in snake case, which can be obtained from Ticket Fields endpoint. Ticket Fields are case sensitive
3. Query string must be enclosed between a pair of double quotes and can have up to 512 characters
4. Logical operators AND, OR along with parentheses () can be used to group conditions
5. Relational operators greater than or equal to :> and less than or equal to :< can be used along with date fields and numeric fields
6. Input for date fields should be in UTC Format
7. The number of objects returned per page is 30 also the total count of the results will be returned along with the result
8. To scroll through the pages add page parameter to the url
9. To filter for agent and group with no values assigned, use the null keyword
10. By default, only tickets from the primary workspace will be returned for accounts on the Employee Support Mode. For tickets from other workspaces, use the workspace_id query parameter.

Supported Ticket Fields

Field Type Description
workspace_id number Workspace ID of the ticket. This attribute is applicable only to accounts on the Employee Support Mode. The value 0 for workspace_id will return tickets from all workspaces, with only global level fields.
requester_id number User ID of the requester
email string Email address of the requester
agent_id number ID of the agent to whom the ticket has been assigned
group_id number ID of the group to which the ticket has been assigned
priority number Priority of the ticket
status number Status of the ticket
impact number Ticket impact
urgency number Ticket urgency
tag string Tag that has been associated to the tickets
due_by date Date (YYYY-MM-DD) when the ticket is due to be resolved
fr_due_by date Date (YYYY-MM-DD) when the first response is due
created_at date Ticket creation date (YYYY-MM-DD)

Custom Fields

Field Type Type
Number number
Checkbox boolean
Dropdown string
Date date(YYYY-MM-DD)

Note:
Queries can be combined using AND or OR.
https://domain.freshservice.com/api/v2/tickets/filter?query="priority: 1 AND status: 2 OR urgency: 3"
Supported operators
1. priority: 1 (priority equal to 1)
2. priority:> 1 (priority greater than or equal to 1)
3. priority :< 1 (priority less than or equal to 1)
Formatting
1. String fields to be enclosed in single quotes ('')
2. Number fields to be given as number without quotes.
3. Date and date_time fields to be enclosed in single quotes('yyyy-mm-dd')
4. only :> and :< are supported for date and date_time fields. Both fields expect input in the same format as 'yyyy-mm-dd'

get /api/v2/tickets/filter?query=[query]
OAuth 2.0 Scope
freshservice.tickets.view
Sample code | Curl 
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curl -v -u api_key:X -X GET 'https://domain.freshservice.com/api/v2/tickets/filter?query="priority:3"'
EXPAND ↓
Response 
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{
  "tickets": [{
    "subject": "New ticket with attachment",
    "group_id": 1,
    "department_id": 1,
    "category": "Hardware",
    "sub_category": "Computer",
    "item_category": "Ink bottle",
    "requester_id": 3,
    "responder_id": 1,
    "due_by": "2021-01-18T21:00:00Z",
    "fr_escalated": false,
    "deleted": false,
    "spam": false,
    "email_config_id": null,
    "fwd_emails": [],
    "reply_cc_emails": [],
    "cc_emails": [],
    "is_escalated": false,
    "fr_due_by": "2021-01-11T03:00:00Z",
    "priority": 1,
    "source": 3,
    "status": 2,
    "created_at": "2021-01-06T06:06:13Z",
    "updated_at": "2021-04-29T09:03:21Z",
    "to_emails": null,
    "id": 506,
    "type": "Incident",
    "description": "<div style='font-size: 14px; font-family: -apple-system, BlinkMacSystemFont, \"Segoe UI\", Roboto, \"Helvetica Neue\", Arial, sans-serif;'>\n<div>New ticket with attachment</div>\n</div>",
    "description_text": "New ticket with attachment",
    "custom_fields": {
      "level_3": null,
      "release_checkbox": false,
      "custom_dropdown": "a & A",
      "level_2": null,
      "custom_date": "2021-01-12",
      "custom_date_time": "2021-01-11T19:30:00Z",
      "custom_checkbox": true,
      "single_line_text": "single",
      "change_checkbox": true,
      "custom_paragraph": "paragraph",
      "tf_with_section": "First Choice",
      "custom_number": null,
      "last_field": null,
      "sb_dropdown": "First Choice",
      "sb_section_field": "First Choice",
      "custom_dependent": "category 1"
    },
    "workspace_id": 3
  },
  {
    "subject": "Email ticket",
    "group_id": 1,
    "department_id": 7,
    "category": null,
    "sub_category": null,
    "item_category": null,
    "requester_id": 1,
    "responder_id": null,
    "due_by": "2020-10-05T04:06:00Z",
    "fr_escalated": false,
    "deleted": false,
    "spam": false,
    "email_config_id": 1,
    "fwd_emails": [],
    "reply_cc_emails": [],
    "cc_emails": [],
    "is_escalated": false,
    "fr_due_by": "2020-09-28T02:06:00Z",
    "priority": 1,
    "source": 1,
    "status": 4,
    "created_at": "2020-08-21T17:40:52Z",
    "updated_at": "2020-09-23T20:00:52Z",
    "to_emails": [
      "helpdesk@domain.freshservice.com"
    ],
    "id": 491,
    "type": "Incident",
    "description": "<div>Description</div>",
    "description_text": "Description",
    "custom_fields": {
      "level_3": null,
      "release_checkbox": false,
      "custom_dropdown": "a & A",
      "level_2": null,
      "custom_date": "2021-01-12",
      "custom_date_time": "2021-01-11T19:30:00Z",
      "custom_checkbox": true,
      "single_line_text": "single",
      "change_checkbox": true,
      "custom_paragraph": "paragraph",
      "tf_with_section": "First Choice",
      "custom_number": null,
      "last_field": null,
      "sb_dropdown": "First Choice",
      "sb_section_field": "First Choice",
      "custom_dependent": "category 1"
    },
    "workspace_id": 3
  }],
  "total": 2
}
EXPAND ↓
Additional examples

1. Get the list of Urgent and High priority tickets ('priority:4 OR priority:3')

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 curl -v -u api_key:X -X GET 'https://domain.freshservice.com/api/v2/tickets/filter?query="priority:4%20OR%20priority:3"'
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2. Get the second page of Open and Pending tickets ('status:3 OR status:4')

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 curl -v -u api_key:X -X GET 'https://domain.freshservice.com/api/v2/tickets/filter?query="status:3%20OR%20status:4"&page=2'
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3. Get the list of Urgent and High priority tickets in Open Status belong to the group_id 11 ('priority:3 AND group_id:11 AND status:2')

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 curl -v -u api_key:X -X GET 'https://domain.freshservice.com/api/v2/tickets/filter?query="priority:>3%20AND%20group_id:11%20AND%20status:2"'
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4. Get the list of tickets having Custom Dropdown selected as First Choice or Custom Checkbox false (Custom Fields: custom_dropdown, custom_checkbox) '(custom_dropdown:'First Choice' OR custom_checkbox: true)'

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 curl -v -u api_key:X -X GET 'https://domain.freshservice.com/api/v2/tickets/filter?query="custom_dropdown:%27First%20Choice%27%20OR%20custom_checkbox:true"'
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5. Get the list of Urgent priority tickets created after a particular day ("priority:4 AND created_at:>'2021-01-01'")

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 curl -v -u api_key:X -X GET 'https://domain.freshservice.com/api/v2/tickets/filter?query="%20priorIty:%203%20AND%20created_at:%3E%272020-01-01%27%20AND%20created_at:%3C%272021-01-01%27"'
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6. Get list of tickets with tag abc ("tag: 'abc'")

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 curl -v -u api_key:X -X GET 'https://domain.freshservice.com/api/v2/tickets/filter?query="tag:%27abc%27"'
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7. Get list of tickets with no agent assigned ('agent_id: null') from a particular workspace

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 curl -v -u api_key:X -X GET 'https://domain.freshservice.com/api/v2/tickets/filter?workspace_id=2&query="agent_id%3Anull"'
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8. Get the list of Urgent and High priority tickets ('priority:4 OR priority:3') from all accessible workspaces

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 curl -v -u api_key:X -X GET 'https://domain.freshservice.com/api/v2/tickets/filter?workspace_id=0&query="priority%3A4%20OR%20priority%3A3"'
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View List of Tickets

Use filters to view only specific tickets (those which match the criteria that you choose). By default only tickets that have not been deleted or marked as spam will be returned, unless you use the 'deleted' filter.

Note:
1. By default only tickets that have been created within the past 30 days will be returned. For older tickets, use the updated_since filter.
2. Use 'include' to embed additional details in the response. Each include will consume an additional 2 credits. For example if you embed the stats information you will be charged a total of 3 API credits (1 credit for the API call, and 2 credits for the additional stats embedding).
3. If a workspace_id is not specified as a URL parameter, only tickets from the primary workspace will be included in the response. If workspace_id is specified as 0, tickets from across all workspaces will be included in the response with just the global fields. Applicable only to accounts on the Employee Support Mode.

Filter by Handle
Predefined filters /api/v2/tickets?filter=[filter_name]
The filters available are new_and_my_open, watching, spam, deleted.
Requester /api/v2/tickets?requester_id=[id]
/api/v2/tickets?email=[requester_email]
Example:
/api/v2/tickets?email=superman@freshservice.com
/api/v2/tickets?email=bat%2Bman%40gmail.com (URL encoded bat+man@gmail.com)
Updated since /api/v2/tickets?updated_since=2015-01-19T02:00:00Z
Type For Incidents: /api/v2/tickets?type=Incident
For Service Requests: /api/v2/tickets?type=Service+Request
Workspace /api/v2/tickets?workspace_id=2
Sort by Handle
asc, desc /api/v2/tickets?order_type=asc
Default sort order type is desc
Embed Handle
stats /api/v2/tickets?include=stats
Will return the ticket’s closed_at, resolved_at and first_responded_at time.
Requester /api/v2/tickets?include=requester
Will return the requester's email, id, mobile, name, and phone.
Requested For /api/v2/tickets?include=requested_for
Will return details of the user on behalf of whom the request has been raised
onboarding_context /api/v2/tickets?include=onboarding_context
Will return details of the onboarding data mapped to the ticket
offboarding_context /api/v2/tickets?include=offboarding_context
Will return details of the offboarding data mapped to the ticket
get /api/v2/tickets
OAuth 2.0 Scope
freshservice.tickets.view
Sample code | Curl 
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curl -v -u api_key:X -X GET 'https://domain.freshservice.com/api/v2/tickets'
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Response 
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{
    "tickets": [
      {
        "cc_emails": [],
        "fwd_emails": [],
        "reply_cc_emails": [],
        "fr_escalated": false,
        "spam": false,
        "email_config_id": null,
        "group_id": null,
        "priority": 3,
        "requester_id": 1000000678,
        "requested_for_id": 1000000670,
        "responder_id": null,
        "source": 2,
        "status": 2,
        "subject": "Ticket Title",
        "to_emails": null,
        "department_id": null,
        "id": 266,
        "type": "Incident",
        "due_by": "2017-09-08T23:03:44Z",
        "fr_due_by": "2017-09-08T15:03:44Z",
        "is_escalated": false,
        "description": "<div>this is a sample ticket</div>",
        "description_text": "this is a sample ticket",
        "category": null,
        "sub_category": null,
        "item_category": null,
        "custom_fields": {
          "custom_text": null,
          "auto_checkbox": false
        },
        "workspace_id": 2,
        "created_at": "2017-09-08T11:03:44Z",
        "updated_at": "2017-09-08T11:37:01Z",
        "deleted": false
      },
      {
        "cc_emails": [
          "ram@freshservice.com",
          "diana@freshservice.com"
        ],
        "fwd_emails": [],
        "reply_cc_emails": [
          "ram@freshservice.com",
          "diana@freshservice.com"
        ],
        "fr_escalated": false,
        "spam": false,
        "email_config_id": null,
        "group_id": null,
        "priority": 1,
        "requester_id": 1000000675,
        "requested_for_id": 1000000670,
        "responder_id": null,
        "source": 2,
        "status": 2,
        "subject": "Support Needed...",
        "to_emails": null,
        "department_id": null,
        "id": 265,
        "type": "Incident",
        "due_by": "2017-09-11T10:34:28Z",
        "fr_due_by": "2017-09-09T10:34:28Z",
        "is_escalated": false,
        "description": "<div>Details about the issue...</div>",
        "description_text": "Details about the issue...",
        "category": null,
        "sub_category": null,
        "item_category": null,
        "custom_fields": {
          "custom_text": "This is a custom text box",
          "auto_checkbox": null
        },
        "workspace_id": 2,
        "created_at": "2017-09-08T10:34:28Z",
        "updated_at": "2017-09-08T10:34:28Z",
        "deleted": false
      }
    ]
}
EXPAND ↓
Sample code | Ruby 
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#view tickets
require "rubygems"
require "rest_client"
require "json"

#you can also use apikey instead of user/passwd
# to view all tickets
#pass 'page' attribute to see the specific page. Default only 30 tickets per page is listed
# site = RestClient::Resource.new("https://yourcompany.freshservice.com/helpdesk/tickets.json?page=1","user@yourcompany.com","test")

#view specific tickets
site = RestClient::Resource.new("https://domain.freshservice.com/helpdesk/tickets/[id].json","user@yourcompany.com","test")

#avatar_attributes is the property to set the image file.
response = site.get(:accept=>"application/json")

puts "response: #{response.code} \n #{response.body}"
EXPAND ↓
Additional examples

1. Get the first page of a list of tickets that are being watched by the agent whose credentials were used to make this API call.

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 curl -v -u api_key:X -X GET 'https://domain.freshservice.com/api/v2/tickets?filter=watching'
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2. Get the first page of a list of tickets from the specified requestor. The tickets will be returned in the descending order.

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 curl -v -u api_key:X -X GET 'https://domain.freshservice.com/api/v2/tickets?requester_id=1230&order_type=desc'
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3. Get the second page (tickets from 11-20) of a list of all tickets.

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 curl -v -u api_key:X -X GET 'https://domain.freshservice.com/api/v2/tickets?per_page=10&page=2'
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4. Get the first page of a list of tickets that have shown any activity since the 17th of August, 2015.

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 curl -v -u api_key:X -X GET 'https://domain.freshservice.com/api/v2/tickets?updated_since=2015-08-17'
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5. Get the associated stats information along with the ticket response.

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 curl -v -u api_key:X -X GET 'https://domain.freshservice.com/api/v2/tickets?include=stats'
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6. Filter tickets based on the following requester email (super+man@gmail.com) which needs to be URL encoded.

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 curl -v -u api_key:X -X GET 'https://domain.freshservice.com/api/v2/tickets?email=super%2Bman%40gmail.com'
EXPAND ↓

7. Get the list of all tickets from workspaces to which the user has access.

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 curl -v -u api_key:X -X GET 'https://domain.freshservice.com/api/v2/tickets?workspace_id=0'
EXPAND ↓

8. Get the list of tickets from a specific workspace

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 curl -v -u api_key:X -X GET 'https://domain.freshservice.com/api/v2/tickets?workspace_id=3'
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Update a Ticket

This API lets you make changes to the parameters of a ticket from updating statuses to changing ticket type.

Note:
1. While updating tags, all the tags that need to stay associated with the Ticket should be provided in the PUT request payload.
2. The requested_for_id field can be updated only for Service Request tickets.
3. The workspace_id attribute cannot be updated through the Update operation. It can only be updated through the Move operation.

Query Parameters Handle
bypass_mandatory To bypass mandatory fields check while updating the ticket except for requester_id, source. Any business rules trying to mandate certain fields will also be bypassed. All fields configured as mandatory upon closing or resolving the ticket will be skipped while updating the ticket. This can only be passed by an admin.
Example: api/v2/ticket/{ticket_id}?bypass_mandatory=true

Ticket Properties

Every ticket uses certain fixed numerical values to denote its Source, Status, and Priorities. These numerical values along with their meanings are given below.

Source Type Value
Email 1
Portal 2
Phone 3
Chat 4
Feedback widget 5
Yammer 6
AWS Cloudwatch 7
Pagerduty 8
Walkup 9
Slack 10
Status Value
Open 2
Pending 3
Resolved 4
Closed 5
Priorities Value
Low 1
Medium 2
High 3
Urgent 4
put /api/v2/tickets/[id]
OAuth 2.0 Scope
freshservice.tickets.edit
Sample code | Curl 
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curl -v -u api_key:X -H "Content-Type: application/json" -X PUT -d '{ "priority": 3 }' 'https://domain.freshservice.com/api/v2/tickets/1'
EXPAND ↓
Response 
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{
  "ticket": {
    "cc_emails": [
      "ram@freshservice.com",
      "diana@freshservice.com"
    ],
    "fwd_emails": [],
    "reply_cc_emails": [
      "ram@freshservice.com",
      "diana@freshservice.com"
    ],
    "spam": false,
    "email_config_id": null,
    "fr_escalated": true,
    "group_id": null,
    "priority": 3,
    "requester_id": 1000000675,
    "requested_for_id": 1000000670,
    "responder_id": null,
    "source": 2,
    "status": 2,
    "subject": "Support Needed...",
    "description": "<div>Details about the issue...</div>",
    "description_text": "Details about the issue...",
    "category": null,
    "sub_category": null,
    "item_category": null,
    "resolution_notes":null,
    "resolution_notes_html":null,
    "custom_fields": {
      "custom_text": "This is a custom text box",
      "auto_checkbox": null
    },
    "id": 1,
    "type": "Incident",
    "to_emails": null,
    "department_id": null,
    "is_escalated": false,
    "tags": [
      "hello",
      "how",
      "are",
      "you",
      "now"
    ],
    "due_by": "2017-09-09T04:04:28+05:30",
    "fr_due_by": "2017-09-08T20:04:28+05:30",
    "created_at": "2017-09-08T10:34:28Z",
    "updated_at": "2017-09-11T07:27:07Z",
    "attachments": [],
    "workspace_id": 3
  }
}
EXPAND ↓
Sample code | Ruby 
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require "rubygems"
require "rest_client"
require "json"

#here you need to specify the ticket id as part of the URL "https://yourcompany.domain.com/helpdesk/tickets/ticketid.json" [REST standards for update]
site = RestClient::Resource.new("https://domain.freshservice.com/helpdesk/tickets/5.json","user@yourcompany.com","test")

#status property is mandatory.
response = site.put({:helpdesk_ticket=>{:priority=>1,:status=>2}},:content_type=>"application/json")

puts "response: #{response.code} \n #{response.body}"
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Update Ticket with attachment

Note:
1. This API request must have its Content-Type set to multipart/form-data.
2. For more information on attachment refer to this section.

Sample code | Curl 
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curl -v -u api_key:X  -F 'attachments[]=@/Users/user/Desktop/api2.png' -F 'priority=1' -X PUT 'https://domain.freshservice.com/api/v2/tickets/51'
EXPAND ↓
Response 
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{
   "ticket": {
       "cc_emails": [],
       "fwd_emails": [],
       "reply_cc_emails": [],
       "spam": false,
       "email_config_id": null,
       "fr_escalated": false,
       "group_id": null,
       "priority": 1,
       "requester_id": 1232528431,
       "requested_for_id": 1000000670,
       "responder_id": null,
       "source": 2,
       "status": 2,
       "subject": "Support Needed...",
       "description": "<div>Details about the issue...</div>",
       "description_text": "Details about the issue...",
       "category": null,
       "sub_category": null,
       "item_category": null,
       "custom_fields": {
           "new_number": null,
           "time_info": null,
           "number_test": null
       },
       "id": 51,
       "type": "Incident",
       "to_emails": null,
       "department_id": null,
       "is_escalated": false,
       "tags": [],
       "due_by": "2021-04-22T06:01:08Z",
       "fr_due_by": "2021-04-15T03:01:08Z",
       "created_at": "2021-04-12T06:01:08Z",
       "updated_at": "2021-04-12T06:01:08Z",
       "resolution_notes":null,
       "resolution_notes_html":null,
       "attachments": [
           {
               "id": 368553,
               "content_type": "image/png",
               "size": 115399,
               "name": "api_attach.png",
               "attachment_url": "https://s3.amazonaws.com/cdn.freshgenie.com/data/helpdesk/attachments/production/19852343/original/api_attach.png",
               "created_at": "2021-04-12T06:01:08Z",
               "updated_at": "2021-04-12T06:01:08Z"
           },
           {
               "id": 368554,
               "content_type": "image/png",
               "size": 274688,
               "name": "api2.png",
               "attachment_url": "https://s3.amazonaws.com/cdn.freshgenie.com/data/helpdesk/attachments/production/19852343/original/api2.png",
               "created_at": "2021-04-12T06:26:40Z",
               "updated_at": "2021-04-12T06:26:40Z"
           }
		],
		"workspace_id": 3
  }
}
EXPAND ↓

Update Ticket with assets

Note:
1. Existing assets, if they are different from what are given in request, are destroyed and the current ones are linked to the ticket. So, all the assets that need to stay associated with the Ticket need to be provided in the PUT/POST calls
2. "assets" key: contains comma (,) separated hash of the assets, each with key display id.
3. When "assets" is included as request parameter in PUT or POST request, the associated assets are returned implicitly in the response.
4. The existing request format to link a single asset ("associate_ci" : { "serial_no " : 123, "name " : "Andrea's Laptop " , "user ": "Andrea "}) will be deprecated soon.
5. If both "assets" and "associate_ci" keys are given in the request, assets key would be considered preferably and associate_ci would be ignored.

Sample code | Curl 
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curl -v -u api_key:X -H "Content-Type: application/json" -X PUT -d '{ "description": "Update ticket with assets", "status": 2, "email": "sample@freshservice.com", "priority": 1, "subject": "Update ticket with  assets", "assets": [  { "display_id": 7 }, { "display_id": 8 }]}' 'https://domain.freshservice.com/api/v2/tickets/1'
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Response 
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{
   "ticket": {
       "cc_emails": [],
       "fwd_emails": [],
       "reply_cc_emails": [],
       "spam": false,
       "email_config_id": null,
       "fr_escalated": false,
       "group_id": null,
       "priority": 1,
       "requester_id": 1,
       "requested_for_id": 1000000670,
       "responder_id": null,
       "source": 2,
       "status": 2,
       "subject": "Update ticket with  assets",
       "description": "Update ticket with assets",
       "description_text": "Update ticket with assets",
       "category": null,
       "sub_category": null,
       "item_category": null,
       "custom_fields": {},
       "id": 433,
       "type": "Incident",
       "to_emails": null,
       "department_id": null,
       "is_escalated": false,
       "tags": [],
       "due_by": "2020-02-06T17:00:00+05:30",
       "fr_due_by": "2020-01-30T14:00:00+05:30",
       "created_at": "2020-01-27T12:08:06Z",
       "updated_at": "2020-01-27T12:13:39Z",
       "attachments": [],
       "workspace_id": 3,
       "resolution_notes":null,
       "resolution_notes_html":null,
       "assets": [
           {
               "name": "Andrea's Laptop",
               "description": null,
               "ci_type_id": 25,
               "impact": 2,
               "created": "2019-12-13T12:31:47+05:30",
               "updated": "2019-12-13T12:31:47+05:30",
               "user_id": 2,
               "department_id": null,
               "assigned_on": null,
               "agent_id": null,
               "author_id": 2,
               "author_type": "User",
               "deleted": false,
               "display_id": 7,
               "salvage": null
           },
           {
               "name": "Dell Monitor",
               "description": null,
               "ci_type_id": 12,
               "impact": 1,
               "created": "2019-12-13T12:31:47+05:30",
               "updated": "2019-12-13T12:31:47+05:30",
               "user_id": null,
               "department_id": null,
               "assigned_on": null,
               "agent_id": null,
               "author_id": 2,
               "author_type": "User",
               "deleted": false,
               "display_id": 8,
               "salvage": null
           }
       ]
   }
}
EXPAND ↓

Move a Ticket

This API moves a ticket to a different workspace, while also allowing the assigned group and agent to be modified.

Note:
This endpoint is applicable only to accounts on the Employee Support Mode.

put /api/v2/tickets/[id]/move_workspace
OAuth 2.0 Scope
freshservice.tickets.edit
Sample code | Curl 
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curl -v -u api_key:X -X PUT -d '{ "workspace_id": 3, "group_id": 3, "responder_id": 4 }' 'https://domain.freshservice.com/api/v2/tickets/1/move_workspace'
EXPAND ↓
Response 
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{
  "ticket": {
    "cc_emails": [
      "ram@freshservice.com",
      "diana@freshservice.com"
    ],
    "fwd_emails": [],
    "reply_cc_emails": [
      "ram@freshservice.com",
      "diana@freshservice.com"
    ],
    "spam": false,
    "email_config_id": null,
    "fr_escalated": true,
    "group_id": 3,
    "responder_id": 4,
    "priority": 3,
    "requester_id": 1000000675,
    "requested_for_id": 1000000670,
    "source": 2,
    "status": 2,
    "subject": "Support Needed...",
    "description": "<div>Details about the issue...</div>",
    "description_text": "Details about the issue...",
    "category": null,
    "sub_category": null,
    "item_category": null,
    "custom_fields": {
      "custom_text": "This is a custom text box",
      "auto_checkbox": null
    },
    "id": 1,
    "type": "Incident",
    "to_emails": null,
    "department_id": null,
    "is_escalated": false,
    "tags": [
      "hello",
      "how",
      "are",
      "you",
      "now"
    ],
    "due_by": "2017-09-09T04:04:28+05:30",
    "fr_due_by": "2017-09-08T20:04:28+05:30",
    "created_at": "2017-09-08T10:34:28Z",
    "updated_at": "2017-09-11T07:27:07Z",
    "resolution_notes":null,
    "resolution_notes_html":null,
    "attachments": [],
    "workspace_id": 3
  }
}
EXPAND ↓

Delete a Ticket

This API helps you delete a ticket.

Note:
1. Deleted tickets are not permanently lost. You can retrieve them using the Restore Ticket API.
2. When a parent SR is deleted all the child tickets will also be deleted.

delete /api/v2/tickets/[id]
OAuth 2.0 Scope
freshservice.tickets.delete
Sample code | Curl 
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curl -v -u api_key:X -X DELETE 'https://domain.freshservice.com/api/v2/tickets/1'
EXPAND ↓
Response 
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HTTP Status: 204 No Content
EXPAND ↓
Sample code | Ruby 
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require "rubygems"
require "rest_client"
require "json"

value = 58 #pass the ticket display_id here.
site = RestClient::Resource.new("https://domain.freshservice.com/helpdesk/tickets/#{value}.json","user@yourcompany.com","test")
response = site.delete(:accept=>"application/json")
puts "response: #{response.code} \n #{response.body}"
EXPAND ↓

Delete a Ticket Attachment

This API helps you delete an attachment from a ticket.

delete /api/v2/tickets/[ticket_id]/attachments/[id]
OAuth 2.0 Scope
freshservice.tickets.edit
Sample code | Curl 
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curl -v -u api_key:X -X DELETE 'https://domain.freshservice.com/api/v2/tickets/1/attachments/1'
EXPAND ↓
Response 
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HTTP Status: 204 No Content
EXPAND ↓

Restore a Ticket

The API mentioned previously. If you deleted some tickets and regret doing so now, this API will help you restore them.

get /api/v2/tickets/[id]/restore
OAuth 2.0 Scope
freshservice.tickets.delete
Sample code | Curl 
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curl -v -u api_key:X -H "Content-Type: application/json" -X PUT -d '' 'https://domain.freshservice.com/api/v2/tickets/1/restore'
EXPAND ↓
Response 
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HTTP Status: 204 No Content
EXPAND ↓
Sample code | Ruby 
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require "rubygems"
require "rest_client"
require "json"

#here you need to specify the ticket id as part of the URL
# eg: "https://yourcompany.domain.com/helpdesk/tickets/123/restore.json"

site = RestClient::Resource.new("https://domain.freshservice.com/helpdesk/tickets/[ticket_id]/restore.json","user@yourcompany.com","test")

#status property is mandatory.
response = site.put({},:content_length=>0)

puts "response: #{response.code} \n #{response.body}"
EXPAND ↓

Create a Child Ticket

This API lets you to create a new child ticket on an existing ticket

Note:
1. Association of child tickets is not available in the Sprout plan.
2. Association of child tickets to a deleted or a spammed ticket is not allowed.
3. Nesting of a child ticket under another child ticket is not supported.

Attribute Type Description
workspace_id number ID of the workspace to which this ticket belongs. This attribute is applicable only to accounts on the Employee Support Mode. The default value is the ID of the parent ticket's workspace.
name string Name of the requester
requester_id * number User ID of the requester. For existing contacts, the requester_id can be passed instead of the requester's email.
email * string Email address of the requester. If no contact exists with this email address in Freshservice, it will be added as a new contact.
phone * string 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.
subject string Subject of the ticket. The default value is null.
type string Helps categorize the ticket according to the different kinds of issues your support team deals with. The default Value is incident. * As of now, API v2 supports only type ‘incident’
status * number Status of the ticket.
priority * number Priority of the ticket.
description string HTML content of the ticket.
responder_id number ID of the agent to whom the ticket has been assigned
attachments array of objects Ticket attachments. The total size of these attachments cannot exceed 40 MB.
cc_emails array of strings Email address added in the 'cc' field of the incoming ticket email.
custom_fields dictionary Key value pairs containing the names and values of custom fields. Read more here.
due_by datetime Timestamp that denotes when the ticket is due to be resolved.
email_config_id number ID of email config which is used for this ticket. (i.e., support@yourcompany.com/sales@yourcompany.com)
fr_due_by datetime Timestamp that denotes when the first response is due
group_id number 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_config_id
source * number The channel through which the ticket was created. The default value is 2.
tags array of strings Tags that have been associated with the ticket
department_id number Department ID of the requester.
category string Ticket category
sub_category string Ticket sub category
item_category string Ticket item category
associate_ci hash Search for asset and associate with ticket
urgency number Ticket urgency
impact number Ticket impact
* Refer to the Ticket properties table for supported values.
* Any of the five attributes is mandatory.

Ticket Properties

Every ticket uses certain fixed numerical values to denote its Status and Priorities. These numerical values along with their meanings are given below.

Source Type Value
Email 1
Portal 2
Phone 3
Chat 4
Feedback widget 5
Yammer 6
AWS Cloudwatch 7
Pagerduty 8
Walkup 9
Slack 10
Status Value
Open 2
Pending 3
Resolved 4
Closed 5
Priorities Value
Low 1
Medium 2
High 3
Urgent 4
post /api/v2/tickets/[parent_id]/create_child_ticket
OAuth 2.0 Scope
freshservice.tickets.create
Sample code | Curl 
1
curl -v -u api_key:X -H "Content-Type: application/json" -d '{ "description": "Details about the issue...", "subject": "Support Needed...", "email": "tom@outerspace.com", "priority": 1, "status": 2, "cc_emails": ["ram@freshservice.com","diana@freshservice.com"], "workspace_id": 3 }' -X POST 'https://domain.freshservice.com/api/v2/tickets/20/create_child_ticket'
EXPAND ↓
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{
  "ticket": {
    "cc_emails": [
      "ram@freshservice.com",
      "diana@freshservice.com"
    ],
    "fwd_emails": [],
    "reply_cc_emails": [
      "ram@freshservice.com",
      "diana@freshservice.com"
    ],
    "fr_escalated": false,
    "spam": false,
    "email_config_id": null,
    "group_id": null,
    "priority": 1,
    "requester_id": 1000000675,
    "responder_id": null,
    "source": 2,
    "status": 2,
    "subject": "Support Needed...",
    "to_emails": null,
    "department_id": null,
    "id": 264,
    "type": "Incident",
    "due_by": "2017-09-11T10:26:17Z",
    "fr_due_by": "2017-09-09T10:26:17Z",
    "is_escalated": false,
    "description": "<div>Details about the issue...</div>",
    "description_text": "Details about the issue...",
    "category": null,
    "sub_category": null,
    "item_category": null,
    "custom_fields": {
      "auto_checkbox": null
    },
    "created_at": "2017-09-08T10:26:17Z",
    "updated_at": "2017-09-08T10:26:17Z",
    "resolution_notes":null,
    "resolution_notes_html":null,
    "tags": [],
    "attachments": [],
    "workspace_id": 3
  }
}
EXPAND ↓
Sample code | Ruby 
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#Create a ticket with custom fields, cc_emails attributes.
require "rubygems"
require "rest_client"
require "json"

site = RestClient::Resource.new("https://domain.freshservice.com/api/v2/tickets/20/create_child_ticket","user@yourcompany.com","test")

response = site.post({:helpdesk_ticket=>{:description=>"Test ticket creation with attachments",:subject=>"new ticket sample",:email=>"test@abc.com",:custom_field=>{:license_1=>"ABCDEF"}},:cc_emails=>"myemail@gmail.com,test@gmail.com"},:content_type=>"application/json")

puts "response: #{response.code} \n #{response.body}"
EXPAND ↓

List All Ticket Fields

Retrieve all the Fields that constitute the Ticket Object

Note:
By default, only global fields and fields from the primary workspace will be returned for accounts on the Employee Support Mode. For fields from other workspaces, use the workspace_id filter.

Ticket Fields
Change field Description
id Unique ID of the Field
workspace_id ID of the workspace to which this ticket field belongs. This attribute is applicable only to accounts on the Employee Support Mode.
created_at Date time at which the field was added
updated_at Date time at which the field was modified
name Name of the field
label Label of the field for display
description Description of the field
field_type Indicates if the field is a checkbox, dropdown, text field
required True if the field is marked mandatory
required_for_closure True if the field is marked mandatory while closing the Release item
default_field True if the field is a default field. False if customm
choices List of values supported by the field
nested_fields contain details of nested fields
required_for_agents Set to true if the field is mandatory for Agents
required_for_customers Set to true if the field is mandatory in the customer portal
label_for_customers Display name for the field (as seen in the customer portal)
customers_can_edit Set to true if the field can be updated by customers
displayed_to_customers Set to true if the field is displayed in the customer portal
portal_cc Applicable only for the requester field. Set to true if customer can add additional requesters to a ticket
portal_cc_to Applicable only if portal_cc is set to true. Value will be all when a customer can add any requester to the CC list and company when a customer can add only company contacts to the CC list
date_only Applicable only for custom_date field. When ‘Request time information’ is selected, the field date_only returns false and if unchecked, date_only returns true
get /api/v2/ticket_form_fields
OAuth 2.0 Scope
freshservice.tickets.fields.manage
Sample code | Curl 
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curl -v -u api_key:X -X GET 'https://domain.freshservice.com/api/v2/ticket_form_fields'
EXPAND ↓
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{
    "ticket_fields": [
        {
            "id": 54281,
            "label": "Workspace",
            "description": "Default Workspace",
            "field_type": "default_workspace",
            "created_at": "2023-01-19T17:25:21Z",
            "updated_at": "2023-01-27T16:35:34Z",
            "position": 0,
            "required_for_closure": true,
            "name": "workspace_id",
            "default_field": true,
            "required_for_agents": true,
            "customers_can_edit": true,
            "label_for_customers": "Issue related to",
            "required_for_customers": false,
            "displayed_to_customers": true,
            "belongs_to_section": false,
            "choices": [],
            "nested_fields": [],
            "sections": [],
            "workspace_id": null
        },
        {
            "id": 54268,
            "label": "Requester",
            "description": "Ticket requester",
            "field_type": "default_requester",
            "created_at": "2023-01-19T17:25:20Z",
            "updated_at": "2023-01-19T17:25:20Z",
            "position": 1,
            "required_for_closure": false,
            "name": "requester",
            "default_field": true,
            "required_for_agents": true,
            "customers_can_edit": true,
            "label_for_customers": "Requester",
            "required_for_customers": true,
            "displayed_to_customers": true,
            "belongs_to_section": false,
            "portal_cc": false,
            "portalcc_to": "company",
            "choices": [],
            "nested_fields": [],
            "sections": [],
            "workspace_id": 1
        },
        {
            "id": 54269,
            "label": "Subject",
            "description": "Ticket subject",
            "field_type": "default_subject",
            "created_at": "2023-01-19T17:25:20Z",
            "updated_at": "2023-01-19T17:25:20Z",
            "position": 2,
            "required_for_closure": false,
            "name": "subject",
            "default_field": true,
            "required_for_agents": true,
            "customers_can_edit": true,
            "label_for_customers": "Subject",
            "required_for_customers": true,
            "displayed_to_customers": true,
            "belongs_to_section": false,
            "choices": [],
            "nested_fields": [],
            "sections": [],
            "workspace_id": 1
        },
        {
            "id": 54270,
            "label": "Source",
            "description": "Ticket source",
            "field_type": "default_source",
            "created_at": "2023-01-19T17:25:20Z",
            "updated_at": "2023-01-19T17:25:20Z",
            "position": 3,
            "required_for_closure": false,
            "name": "source",
            "default_field": true,
            "required_for_agents": false,
            "customers_can_edit": false,
            "label_for_customers": "Source",
            "required_for_customers": false,
            "displayed_to_customers": false,
            "belongs_to_section": false,
            "choices": [
                {
                    "id": 3,
                    "value": "Phone"
                },
                {
                    "id": 1,
                    "value": "Email"
                },
                {
                    "id": 2,
                    "value": "Portal"
                },
                {
                    "id": 4,
                    "value": "Chat"
                },
                {
                    "id": 5,
                    "value": "Feedback Widget"
                },
                {
                    "id": 6,
                    "value": "Yammer"
                },
                {
                    "id": 7,
                    "value": "AWS CloudWatch"
                },
                {
                    "id": 8,
                    "value": "PagerDuty"
                },
                {
                    "id": 9,
                    "value": "Walk-up"
                },
                {
                    "id": 10,
                    "value": "Slack"
                },
                {
                    "id": 12,
                    "value": "Workplace"
                },
                {
                    "id": 13,
                    "value": "Employee Onboarding"
                },
                {
                    "id": 15,
                    "value": "MS Teams"
                },
                {
                    "id": 1001,
                    "value": "Source Name"
                }
            ],
            "nested_fields": [],
            "sections": [],
            "workspace_id": 1
        },
        {
            "id": 54280,
            "label": "Type",
            "description": "Ticket type",
            "field_type": "default_ticket_type",
            "created_at": "2023-01-19T17:25:20Z",
            "updated_at": "2023-01-27T16:31:28Z",
            "position": 4,
            "required_for_closure": false,
            "name": "ticket_type",
            "default_field": true,
            "required_for_agents": false,
            "customers_can_edit": false,
            "label_for_customers": "Type",
            "required_for_customers": false,
            "displayed_to_customers": false,
            "belongs_to_section": false,
            "choices": [
                {
                    "id": 52961,
                    "value": "Case"
                }
            ],
            "nested_fields": [],
            "sections": [],
            "workspace_id": 1
        },
        {
            "id": 54271,
            "label": "Status",
            "description": "Ticket status",
            "field_type": "default_status",
            "created_at": "2023-01-19T17:25:20Z",
            "updated_at": "2023-01-27T16:31:28Z",
            "position": 5,
            "required_for_closure": false,
            "name": "status",
            "default_field": true,
            "required_for_agents": true,
            "customers_can_edit": false,
            "label_for_customers": "Status",
            "required_for_customers": false,
            "displayed_to_customers": true,
            "belongs_to_section": false,
            "choices": [
                {
                    "id": 2,
                    "value": "Open",
                    "requester_display_value": "Being Processed"
                },
                {
                    "id": 3,
                    "value": "Pending",
                    "requester_display_value": "Awaiting your Reply"
                },
                {
                    "id": 4,
                    "value": "Resolved",
                    "requester_display_value": "This ticket has been Resolved"
                },
                {
                    "id": 5,
                    "value": "Closed",
                    "requester_display_value": "This ticket has been Closed"
                }
            ],
            "nested_fields": [],
            "sections": [],
            "workspace_id": 1
        },
        {
            "id": 54272,
            "label": "Urgency",
            "description": "Ticket urgency",
            "field_type": "default_urgency",
            "created_at": "2023-01-19T17:25:20Z",
            "updated_at": "2023-01-27T16:31:28Z",
            "position": 6,
            "required_for_closure": false,
            "name": "urgency",
            "default_field": true,
            "required_for_agents": false,
            "customers_can_edit": false,
            "label_for_customers": "Urgency",
            "required_for_customers": false,
            "displayed_to_customers": false,
            "belongs_to_section": false,
            "choices": [
                {
                    "id": 1,
                    "value": "Low"
                },
                {
                    "id": 2,
                    "value": "Medium"
                },
                {
                    "id": 3,
                    "value": "High"
                }
            ],
            "nested_fields": [],
            "sections": [],
            "workspace_id": 1
        },
        {
            "id": 54273,
            "label": "Impact",
            "description": "Ticket impact",
            "field_type": "default_impact",
            "created_at": "2023-01-19T17:25:20Z",
            "updated_at": "2023-01-27T16:31:28Z",
            "position": 7,
            "required_for_closure": false,
            "name": "impact",
            "default_field": true,
            "required_for_agents": false,
            "customers_can_edit": false,
            "label_for_customers": "Impact",
            "required_for_customers": false,
            "displayed_to_customers": false,
            "belongs_to_section": false,
            "choices": [
                {
                    "id": 1,
                    "value": "Low"
                },
                {
                    "id": 2,
                    "value": "Medium"
                },
                {
                    "id": 3,
                    "value": "High"
                }
            ],
            "nested_fields": [],
            "sections": [],
            "workspace_id": 1
        },
        {
            "id": 54274,
            "label": "Priority",
            "description": "Ticket priority",
            "field_type": "default_priority",
            "created_at": "2023-01-19T17:25:20Z",
            "updated_at": "2023-01-27T16:31:28Z",
            "position": 8,
            "required_for_closure": false,
            "name": "priority",
            "default_field": true,
            "required_for_agents": true,
            "customers_can_edit": false,
            "label_for_customers": "Priority",
            "required_for_customers": false,
            "displayed_to_customers": false,
            "belongs_to_section": false,
            "choices": [
                {
                    "id": 1,
                    "value": "Low"
                },
                {
                    "id": 2,
                    "value": "Medium"
                },
                {
                    "id": 3,
                    "value": "High"
                },
                {
                    "id": 4,
                    "value": "Urgent"
                }
            ],
            "nested_fields": [],
            "sections": [],
            "workspace_id": 1
        },
        {
            "id": 54275,
            "label": "Group",
            "description": "Ticket group",
            "field_type": "default_group",
            "created_at": "2023-01-19T17:25:20Z",
            "updated_at": "2023-01-27T16:31:28Z",
            "position": 9,
            "required_for_closure": false,
            "name": "group",
            "default_field": true,
            "required_for_agents": false,
            "customers_can_edit": false,
            "label_for_customers": "Group",
            "required_for_customers": false,
            "displayed_to_customers": false,
            "belongs_to_section": false,
            "choices": [
                {
                    "id": 63557,
                    "value": "HR - Benefits and Compensation Team"
                },
                {
                    "id": 63559,
                    "value": "HR - Employee Onboarding and Offboarding Team"
                },
                {
                    "id": 63558,
                    "value": "HR - Employee Relations Team"
                },
                {
                    "id": 63561,
                    "value": "HR - HR Operations Team"
                },
                {
                    "id": 63560,
                    "value": "HR - Talent Management Team"
                },
                {
                    "id": 63549,
                    "value": "IT - Capacity Management Team"
                },
                {
                    "id": 63545,
                    "value": "IT - Change Team"
                },
                {
                    "id": 63547,
                    "value": "IT - Database Team"
                },
                {
                    "id": 63548,
                    "value": "IT - Hardware Team"
                },
                {
                    "id": 63554,
                    "value": "IT - Helpdesk Monitoring Team"
                },
                {
                    "id": 63541,
                    "value": "IT - Incident Team"
                },
                {
                    "id": 63542,
                    "value": "IT - Major Incident Team"
                },
                {
                    "id": 63553,
                    "value": "IT - Network Team"
                },
                {
                    "id": 63544,
                    "value": "IT - Problem Management Team"
                },
                {
                    "id": 63546,
                    "value": "IT - Release Team"
                },
                {
                    "id": 63551,
                    "value": "IT - Service Design Team"
                },
                {
                    "id": 63543,
                    "value": "IT - Service Request Fulfillment Team"
                },
                {
                    "id": 63552,
                    "value": "IT - Software Team"
                },
                {
                    "id": 63550,
                    "value": "IT - Supplier Management Team"
                }
            ],
            "nested_fields": [],
            "sections": [],
            "workspace_id": 1
        },
        {
            "id": 54276,
            "label": "Assigned to",
            "description": "Agent",
            "field_type": "default_agent",
            "created_at": "2023-01-19T17:25:20Z",
            "updated_at": "2023-01-27T16:31:28Z",
            "position": 10,
            "required_for_closure": false,
            "name": "agent",
            "default_field": true,
            "required_for_agents": false,
            "customers_can_edit": false,
            "label_for_customers": "Assigned to",
            "required_for_customers": false,
            "displayed_to_customers": true,
            "belongs_to_section": false,
            "choices": [
                {
                    "id": 66447,
                    "value": "Pavithra (Me)"
                },
                {
                    "id": 66449,
                    "value": "Rachel (Deactivated)"
                }
            ],
            "nested_fields": [],
            "sections": [],
            "workspace_id": 1
        },
        {
            "id": 54277,
            "label": "Department",
            "description": "Select the department, the ticket belongs to.",
            "field_type": "default_department",
            "created_at": "2023-01-19T17:25:20Z",
            "updated_at": "2023-01-27T16:31:28Z",
            "position": 11,
            "required_for_closure": false,
            "name": "department",
            "default_field": true,
            "required_for_agents": false,
            "customers_can_edit": false,
            "label_for_customers": "Department",
            "required_for_customers": false,
            "displayed_to_customers": false,
            "belongs_to_section": false,
            "choices": [
                {
                    "id": 55787,
                    "value": "Customer Support"
                },
                {
                    "id": 55785,
                    "value": "Development"
                },
                {
                    "id": 55788,
                    "value": "Finance"
                },
                {
                    "id": 55789,
                    "value": "HR"
                },
                {
                    "id": 55791,
                    "value": "IT"
                },
                {
                    "id": 55790,
                    "value": "Operations"
                },
                {
                    "id": 55786,
                    "value": "Sales"
                }
            ],
            "nested_fields": [],
            "sections": [],
            "workspace_id": 1
        },
        {
            "id": 54278,
            "label": "Description",
            "description": "Ticket description",
            "field_type": "default_description",
            "created_at": "2023-01-19T17:25:20Z",
            "updated_at": "2023-01-27T16:31:28Z",
            "position": 12,
            "required_for_closure": false,
            "name": "description",
            "default_field": true,
            "required_for_agents": true,
            "customers_can_edit": true,
            "label_for_customers": "Description",
            "required_for_customers": true,
            "displayed_to_customers": true,
            "belongs_to_section": false,
            "choices": [],
            "nested_fields": [],
            "sections": [],
            "workspace_id": 1
        },
        {
            "id": 54279,
            "label": "Category",
            "description": "Ticket category",
            "field_type": "default_category",
            "created_at": "2023-01-19T17:25:20Z",
            "updated_at": "2023-01-27T16:31:28Z",
            "position": 13,
            "required_for_closure": false,
            "name": "category",
            "default_field": true,
            "required_for_agents": false,
            "customers_can_edit": false,
            "label_for_customers": "Category",
            "required_for_customers": false,
            "displayed_to_customers": false,
            "belongs_to_section": false,
            "choices": [
                {
                    "id": 53978,
                    "display_id": 1,
                    "value": "Hardware",
                    "nested_options": [
                        {
                            "id": 53979,
                            "display_id": 2,
                            "value": "Computer",
                            "nested_options": [
                                {
                                    "id": 53980,
                                    "display_id": 3,
                                    "value": "Mac"
                                },
                                {
                                    "id": 53981,
                                    "display_id": 4,
                                    "value": "PC"
                                }
                            ]
                        },
                        {
                            "id": 53982,
                            "display_id": 5,
                            "value": "Printer",
                            "nested_options": []
                        },
                        {
                            "id": 53983,
                            "display_id": 6,
                            "value": "Phone",
                            "nested_options": []
                        },
                        {
                            "id": 53984,
                            "display_id": 7,
                            "value": "Peripherals",
                            "nested_options": [
                                {
                                    "id": 53985,
                                    "display_id": 8,
                                    "value": "Router"
                                },
                                {
                                    "id": 53986,
                                    "display_id": 9,
                                    "value": "Switch"
                                },
                                {
                                    "id": 53987,
                                    "display_id": 10,
                                    "value": "Access point"
                                }
                            ]
                        }
                    ]
                },
                {
                    "id": 53988,
                    "display_id": 11,
                    "value": "Software",
                    "nested_options": [
                        {
                            "id": 53989,
                            "display_id": 12,
                            "value": "MS Office",
                            "nested_options": []
                        },
                        {
                            "id": 53990,
                            "display_id": 13,
                            "value": "Adobe Reader",
                            "nested_options": []
                        },
                        {
                            "id": 53991,
                            "display_id": 14,
                            "value": "Windows",
                            "nested_options": []
                        },
                        {
                            "id": 53992,
                            "display_id": 15,
                            "value": "Chrome",
                            "nested_options": []
                        }
                    ]
                },
                {
                    "id": 53993,
                    "display_id": 16,
                    "value": "Network",
                    "nested_options": [
                        {
                            "id": 53994,
                            "display_id": 17,
                            "value": "Access",
                            "nested_options": []
                        },
                        {
                            "id": 53995,
                            "display_id": 18,
                            "value": "Connectivity",
                            "nested_options": []
                        }
                    ]
                },
                {
                    "id": 53996,
                    "display_id": 19,
                    "value": "Office Applications",
                    "nested_options": [
                        {
                            "id": 53997,
                            "display_id": 20,
                            "value": "HR",
                            "nested_options": [
                                {
                                    "id": 53998,
                                    "display_id": 21,
                                    "value": "Oracle"
                                },
                                {
                                    "id": 53999,
                                    "display_id": 22,
                                    "value": "SmartRecruiter"
                                }
                            ]
                        },
                        {
                            "id": 54000,
                            "display_id": 23,
                            "value": "Design",
                            "nested_options": [
                                {
                                    "id": 54001,
                                    "display_id": 24,
                                    "value": "Photoshop"
                                },
                                {
                                    "id": 54002,
                                    "display_id": 25,
                                    "value": "Creative Cloud"
                                },
                                {
                                    "id": 54003,
                                    "display_id": 26,
                                    "value": "Canva"
                                }
                            ]
                        }
                    ]
                },
                {
                    "id": 54004,
                    "display_id": 27,
                    "value": "Office Furniture",
                    "nested_options": [
                        {
                            "id": 54005,
                            "display_id": 28,
                            "value": "Cabinet",
                            "nested_options": []
                        },
                        {
                            "id": 54006,
                            "display_id": 29,
                            "value": "Desk",
                            "nested_options": []
                        },
                        {
                            "id": 54007,
                            "display_id": 30,
                            "value": "Chair",
                            "nested_options": []
                        }
                    ]
                },
                {
                    "id": 54008,
                    "display_id": 31,
                    "value": "Office Equipment ",
                    "nested_options": [
                        {
                            "id": 54009,
                            "display_id": 32,
                            "value": "Laptop",
                            "nested_options": []
                        },
                        {
                            "id": 54010,
                            "display_id": 33,
                            "value": "Printer",
                            "nested_options": []
                        },
                        {
                            "id": 54011,
                            "display_id": 34,
                            "value": "Desktop",
                            "nested_options": []
                        }
                    ]
                },
                {
                    "id": 54012,
                    "display_id": 35,
                    "value": "Employee Benefits",
                    "nested_options": [
                        {
                            "id": 54013,
                            "display_id": 36,
                            "value": "Health Insurance",
                            "nested_options": []
                        },
                        {
                            "id": 54014,
                            "display_id": 37,
                            "value": "Life Insurance",
                            "nested_options": []
                        },
                        {
                            "id": 54015,
                            "display_id": 38,
                            "value": "Retirement",
                            "nested_options": []
                        },
                        {
                            "id": 54016,
                            "display_id": 39,
                            "value": "Tuition Reimbursement",
                            "nested_options": []
                        },
                        {
                            "id": 54017,
                            "display_id": 40,
                            "value": "Financial Assistance",
                            "nested_options": []
                        },
                        {
                            "id": 54018,
                            "display_id": 41,
                            "value": "Relocation Assistance",
                            "nested_options": []
                        }
                    ]
                },
                {
                    "id": 54019,
                    "display_id": 42,
                    "value": "Employee Records and Documents",
                    "nested_options": [
                        {
                            "id": 54020,
                            "display_id": 43,
                            "value": "Verification Letter",
                            "nested_options": []
                        },
                        {
                            "id": 54021,
                            "display_id": 44,
                            "value": "Visa",
                            "nested_options": []
                        }
                    ]
                },
                {
                    "id": 54022,
                    "display_id": 45,
                    "value": "Employee Onboarding/Offboarding",
                    "nested_options": [
                        {
                            "id": 54023,
                            "display_id": 46,
                            "value": "Onboarding",
                            "nested_options": []
                        },
                        {
                            "id": 54024,
                            "display_id": 47,
                            "value": "Offboarding",
                            "nested_options": []
                        },
                        {
                            "id": 54025,
                            "display_id": 48,
                            "value": "Termination",
                            "nested_options": []
                        }
                    ]
                },
                {
                    "id": 54026,
                    "display_id": 49,
                    "value": "Talent Management",
                    "nested_options": [
                        {
                            "id": 54027,
                            "display_id": 50,
                            "value": "New role",
                            "nested_options": []
                        },
                        {
                            "id": 54028,
                            "display_id": 51,
                            "value": "Hiring request",
                            "nested_options": []
                        },
                        {
                            "id": 54029,
                            "display_id": 52,
                            "value": "Internal Transfer",
                            "nested_options": []
                        }
                    ]
                },
                {
                    "id": 54030,
                    "display_id": 53,
                    "value": "Employee Relations",
                    "nested_options": [
                        {
                            "id": 54031,
                            "display_id": 54,
                            "value": "Harrasment",
                            "nested_options": []
                        }
                    ]
                },
                {
                    "id": 54032,
                    "display_id": 55,
                    "value": "Workplace Access and Security",
                    "nested_options": [
                        {
                            "id": 54033,
                            "display_id": 56,
                            "value": "Access badge",
                            "nested_options": []
                        },
                        {
                            "id": 54034,
                            "display_id": 57,
                            "value": "Biometric system",
                            "nested_options": []
                        },
                        {
                            "id": 54035,
                            "display_id": 58,
                            "value": "Surveillance system",
                            "nested_options": []
                        },
                        {
                            "id": 54036,
                            "display_id": 59,
                            "value": "Alarms",
                            "nested_options": []
                        },
                        {
                            "id": 54037,
                            "display_id": 60,
                            "value": "Lighting in parking lots",
                            "nested_options": []
                        },
                        {
                            "id": 54038,
                            "display_id": 61,
                            "value": "After-hours access",
                            "nested_options": []
                        }
                    ]
                },
                {
                    "id": 54039,
                    "display_id": 62,
                    "value": "Travel",
                    "nested_options": [
                        {
                            "id": 54040,
                            "display_id": 63,
                            "value": "Accomodation",
                            "nested_options": []
                        },
                        {
                            "id": 54041,
                            "display_id": 64,
                            "value": "Flight Booking",
                            "nested_options": []
                        },
                        {
                            "id": 54042,
                            "display_id": 65,
                            "value": "Car rental",
                            "nested_options": []
                        }
                    ]
                },
                {
                    "id": 54043,
                    "display_id": 66,
                    "value": "Building and Grounds Maintenance",
                    "nested_options": [
                        {
                            "id": 54044,
                            "display_id": 67,
                            "value": "Electrical",
                            "nested_options": []
                        },
                        {
                            "id": 54045,
                            "display_id": 68,
                            "value": "Plumbing",
                            "nested_options": []
                        },
                        {
                            "id": 54046,
                            "display_id": 69,
                            "value": "HVAC",
                            "nested_options": []
                        },
                        {
                            "id": 54047,
                            "display_id": 70,
                            "value": "Furniture",
                            "nested_options": []
                        },
                        {
                            "id": 54048,
                            "display_id": 71,
                            "value": "Equipment",
                            "nested_options": []
                        },
                        {
                            "id": 54049,
                            "display_id": 72,
                            "value": "Painting",
                            "nested_options": []
                        },
                        {
                            "id": 54050,
                            "display_id": 73,
                            "value": "Landscaping",
                            "nested_options": []
                        },
                        {
                            "id": 54051,
                            "display_id": 74,
                            "value": "Pest Control",
                            "nested_options": []
                        },
                        {
                            "id": 54052,
                            "display_id": 75,
                            "value": "Cleaning",
                            "nested_options": []
                        }
                    ]
                },
                {
                    "id": 54053,
                    "display_id": 76,
                    "value": "Vendor Document Review",
                    "nested_options": [
                        {
                            "id": 54054,
                            "display_id": 77,
                            "value": "NDA",
                            "nested_options": []
                        },
                        {
                            "id": 54055,
                            "display_id": 78,
                            "value": "POC",
                            "nested_options": []
                        },
                        {
                            "id": 54056,
                            "display_id": 79,
                            "value": "EULA",
                            "nested_options": []
                        },
                        {
                            "id": 54057,
                            "display_id": 80,
                            "value": "SOW",
                            "nested_options": []
                        }
                    ]
                },
                {
                    "id": 54058,
                    "display_id": 81,
                    "value": "Payroll",
                    "nested_options": [
                        {
                            "id": 54059,
                            "display_id": 82,
                            "value": "Setup",
                            "nested_options": []
                        },
                        {
                            "id": 54060,
                            "display_id": 83,
                            "value": "Payslip",
                            "nested_options": []
                        },
                        {
                            "id": 54061,
                            "display_id": 84,
                            "value": "Salary",
                            "nested_options": []
                        },
                        {
                            "id": 54062,
                            "display_id": 85,
                            "value": "Bonus",
                            "nested_options": []
                        },
                        {
                            "id": 54063,
                            "display_id": 86,
                            "value": "Overtime",
                            "nested_options": []
                        }
                    ]
                },
                {
                    "id": 54064,
                    "display_id": 87,
                    "value": "Vendor Payment",
                    "nested_options": [
                        {
                            "id": 54065,
                            "display_id": 88,
                            "value": "New registration",
                            "nested_options": []
                        },
                        {
                            "id": 54066,
                            "display_id": 89,
                            "value": "Modify details",
                            "nested_options": []
                        },
                        {
                            "id": 54067,
                            "display_id": 90,
                            "value": "Payment issues",
                            "nested_options": []
                        }
                    ]
                },
                {
                    "id": 54068,
                    "display_id": 91,
                    "value": "Customer Payment",
                    "nested_options": [
                        {
                            "id": 54069,
                            "display_id": 92,
                            "value": "Refund",
                            "nested_options": []
                        },
                        {
                            "id": 54070,
                            "display_id": 93,
                            "value": "Credit Note",
                            "nested_options": []
                        },
                        {
                            "id": 54071,
                            "display_id": 94,
                            "value": "Invoice issues",
                            "nested_options": []
                        }
                    ]
                },
                {
                    "id": 54072,
                    "display_id": 95,
                    "value": "Reimbursements and Advances",
                    "nested_options": [
                        {
                            "id": 54073,
                            "display_id": 96,
                            "value": "Business Expenses",
                            "nested_options": []
                        },
                        {
                            "id": 54074,
                            "display_id": 97,
                            "value": "Corporate Credit Card",
                            "nested_options": []
                        },
                        {
                            "id": 54075,
                            "display_id": 98,
                            "value": "Cash Advance",
                            "nested_options": []
                        }
                    ]
                },
                {
                    "id": 54076,
                    "display_id": 99,
                    "value": "Legal Document Creation",
                    "nested_options": [
                        {
                            "id": 54077,
                            "display_id": 100,
                            "value": "MOU",
                            "nested_options": []
                        },
                        {
                            "id": 54078,
                            "display_id": 101,
                            "value": "NDA",
                            "nested_options": []
                        }
                    ]
                },
                {
                    "id": 54079,
                    "display_id": 102,
                    "value": "Legal Review - Vendor Documents",
                    "nested_options": [
                        {
                            "id": 54080,
                            "display_id": 103,
                            "value": "NDA",
                            "nested_options": []
                        },
                        {
                            "id": 54081,
                            "display_id": 104,
                            "value": "POC",
                            "nested_options": []
                        },
                        {
                            "id": 54082,
                            "display_id": 105,
                            "value": "EULA",
                            "nested_options": []
                        },
                        {
                            "id": 54083,
                            "display_id": 106,
                            "value": "SOW",
                            "nested_options": []
                        },
                        {
                            "id": 54084,
                            "display_id": 107,
                            "value": "MSA",
                            "nested_options": []
                        }
                    ]
                },
                {
                    "id": 54085,
                    "display_id": 108,
                    "value": "Legal Review - Customer Documents",
                    "nested_options": [
                        {
                            "id": 54086,
                            "display_id": 109,
                            "value": "NDA",
                            "nested_options": []
                        },
                        {
                            "id": 54087,
                            "display_id": 110,
                            "value": "POC",
                            "nested_options": []
                        },
                        {
                            "id": 54088,
                            "display_id": 111,
                            "value": "EULA",
                            "nested_options": []
                        },
                        {
                            "id": 54089,
                            "display_id": 112,
                            "value": "SOW",
                            "nested_options": []
                        },
                        {
                            "id": 54090,
                            "display_id": 113,
                            "value": "MSA",
                            "nested_options": []
                        }
                    ]
                },
                {
                    "id": 54091,
                    "display_id": 114,
                    "value": "Other",
                    "nested_options": []
                }
            ],
            "nested_fields": [
                {
                    "name": "sub_category",
                    "id": 9522,
                    "label": "Sub-Category",
                    "label_in_portal": "Sub-Category",
                    "level": 2,
                    "description": "Ticket Sub Category",
                    "created_at": "2023-01-19T17:25:21Z",
                    "updated_at": "2023-01-19T17:25:21Z",
                    "field_id": 54279
                },
                {
                    "name": "item_category",
                    "id": 9523,
                    "label": "Item",
                    "label_in_portal": "Item",
                    "level": 3,
                    "description": "Ticket Item",
                    "created_at": "2023-01-19T17:25:21Z",
                    "updated_at": "2023-01-19T17:25:21Z",
                    "field_id": 54279
                }
            ],
            "sections": [],
            "workspace_id": 1
        },
        {
            "id": 54868,
            "label": "IT field",
            "description": "",
            "field_type": "custom_dropdown",
            "created_at": "2023-01-27T16:31:28Z",
            "updated_at": "2023-01-27T16:31:28Z",
            "position": 14,
            "required_for_closure": false,
            "name": "it_field",
            "default_field": false,
            "required_for_agents": false,
            "customers_can_edit": true,
            "label_for_customers": "IT field",
            "required_for_customers": false,
            "displayed_to_customers": true,
            "belongs_to_section": false,
            "choices": [
                {
                    "id": 54047,
                    "display_id": 7,
                    "value": "First Choice"
                },
                {
                    "id": 54048,
                    "display_id": 8,
                    "value": "Second Choice"
                }
            ],
            "nested_fields": [],
            "sections": [],
            "workspace_id": 2
        }
    ]
	}
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Additional examples

1. Get the list of ticket fields from a specific workspace

1
 curl -v -u api_key:X -X GET 'https://domain.freshservice.com/api/v2/ticket_form_fields?workspace_id=2'
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Get Ticket Activites

get /api/v2/tickets/[id]/activities
OAuth 2.0 Scope
freshservice.tickets.view
Sample code | Curl 
1
curl -v -u api_key:X -H "Content-Type: application/json" -X GET 'https://domain.freshservice.com/api/v2/tickets/152/activities'
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Response 
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{
    "activities": [
        {
            "actor": {
                "id": 1434,
                "name": "Rubeus Hagrid"
            },
            "content": " restored this ticket from trash",
            "sub_contents": [],
            "created_at": "2021-06-15T05:28:10Z"
        },
        {
            "actor": {
                "id": 123456,
                "name": "Rubeus Hagrid"
            },
            "content": " deleted this ticket",
            "sub_contents": [],
            "created_at": "2021-06-09T18:10:05Z"
        },
        {
            "actor": {
                "id": 0,
                "name": "Ticket Workflow"
            },
            "content": " executed sla test 1 workflow from Ticket is raised  event",
            "sub_contents": [
                "set Department as Development and set Group as Capacity Management Team",
                "Workflow Ends"
            ],
            "created_at": "2021-06-09T18:03:01Z"
        },
        {
            "actor": {
                "id": 0,
                "name": "Ticket Workflow"
            },
            "content": " executed Copy of sla test 1 workflow from Ticket is raised  event",
            "sub_contents": [
                "set Source as Portal",
                "Workflow Ends"
            ],
            "created_at": "2021-06-09T18:03:01Z"
        },
        {
            "actor": {
                "id": 4223,
                "name": "Filius Flitwick"
            },
            "content": "created ticket for Email210609233300,  set Status as Open, set Urgency as Low, set Priority as Medium, set Source as Portal, set Type as Incident and set Impact as Low",
            "sub_contents": [
                "System executed Default SLA Policy (SLA)"
            ],
            "created_at": "2021-06-09T18:03:01Z"
        }
    ]
}
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Time Entries

These APIs help to track exactly how much time an agent has spent on each ticket, start/stop timers and perform a lot of other time tracking and monitoring tasks to ensure that the support team is always performing at its peak efficiency.

Attribute Type Description
id Number Id of the time entry READ-ONLY
workspace_id Number ID of the workspace to which the time entry belongs(inherited from the ticket's workspace). This attribute is applicable only to accounts on the Employee Support Mode. READ-ONLY
created_at DateTime Time at which this time-entry is created READ-ONLY
updated_at DateTime Time at which the time-entry is updated READ-ONLY
start_time DateTime The time at which the time-entry is added. If a timer, which is in stopped state, is started again, this holds date_time at which the timer is started again READ-ONLY
timer_running Boolean Set to true if timer is currently running. Default value is false. At a time, only one timer can be running for an agent across the account
billable Boolean Set as true if the time-entry is billable. Default value is true
time_spent String The total amount of time spent by the timer in hh::mm format. This field cannot be set if timer_running is true. Mandatory if timer_running is false
executed_at DateTime Time at which the timer is executed. Default value (unless given in request) is the time at which timer is added. Should be less than or equal to current date_time
task_id Number Id of the task assigned to the time-entry. Task should be valid on the given ticket and assigned to agent_id
note String Description of the time-entry
agent_id Number The user/agent to whom this time-entry is assigned MANDATORY

Create a Time Entry

This API helps to create a Time Entry.

Note:
1. If timer_running is not specified in the request, it is considered as false and time_spent is mandatory in this scenario.
2. time_spent can be set only if timer_running is false or not set.

post /api/v2/tickets/[ticket_id]/time_entries
OAuth 2.0 Scope
freshservice.tickets.time_entries.create
Sample code | Curl 
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curl -v -u api_key:X -H "Content-Type: application/json" -d '{"time_entry":{"note":"test_entry","time_spent":"03:00","agent_id":1}}' -X POST 'https://domain.freshservice.com/api/v2/tickets/1/time_entries'
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Response 
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{
    "time_entry": {
        "id": 20,
        "created_at": "2019-07-19T10:17:23Z",
        "updated_at": "2019-07-19T13:18:40Z",
        "start_time": "2019-07-19T13:18:09Z",
        "timer_running": false,
        "billable": true,
        "time_spent": "03:00",
        "executed_at": "2019-07-18T18:30:00Z",
        "task_id": null,
        "workspace_id": 3,
        "note": "test_entry",
        "agent_id": 1,
        "custom_fields": {}
    }
}
EXPAND ↓
Additional examples

1. Create a time-entry along with time spent value. Timer will not be started

1
 curl -v -u api_key:X -H 'Content-Type: application/json' -d '{"time_entry":{"note":"test_entry","time_spent":"03:00","agent_id":1}}' -X POST 'https://domain.freshservice.com/api/v2/tickets/1/time_entries'
EXPAND ↓

2. Create a time-entry with timer running

1
 curl -v -u api_key:X -H 'Content-Type: application/json' -d '{"time_entry":{"note":"test_entry","timer_running":true,"agent_id":1}}' -X POST 'https://domain.freshservice.com/api/v2/tickets/1/time_entries'
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View a Time Entry

This API call helps to list a particular Time Entry.

get /api/v2/tickets/[ticket_id]/time_entries/[id]
OAuth 2.0 Scope
freshservice.tickets.time_entries.view
Sample code | Curl 
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curl -v -u api_key:X -H "Content-Type: application/json" -X GET 'https://domain.freshservice.com/api/v2/tickets/1/time_entries/20'
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Response 
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{
    "time_entry": {
        "id": 20,
        "created_at": "2019-07-19T10:17:23Z",
        "updated_at": "2019-07-19T13:18:40Z",
        "start_time": "2019-07-19T13:18:09Z",
        "timer_running": false,
        "billable": true,
        "time_spent": "03:00",
        "executed_at": "2019-07-18T18:30:00Z",
        "task_id": null,
        "workspace_id": 3,
        "note": "view time_entry",
        "agent_id": 1,
        "custom_fields": {}
    }
}
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List All Time Entries of a Ticket

This API helps to view all time entries of a particular ticket.

get /api/v2/tickets/[ticket_id]/time_entries
OAuth 2.0 Scope
freshservice.tickets.time_entries.view
Sample code | Curl 
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curl -v -u api_key:X -H "Content-Type: application/json" -X GET 'https://domain.freshservice.com/api/v2/tickets/1/time_entries'
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Response 
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{
    "time_entries": [
     {
       "id": 20,
        "created_at": "2019-07-19T10:17:23Z",
        "updated_at": "2019-07-19T13:18:40Z",
        "start_time": "2019-07-19T13:18:09Z",
        "timer_running": false,
        "billable": true,
        "time_spent": "03:00",
        "executed_at": "2019-07-18T18:30:00Z",
        "task_id": null,
        "workspace_id": 3,
        "note": "time entry 1",
        "agent_id": 1,
        "custom_fields": {}
    },
    {
       "id": 21,
        "created_at": "2019-07-19T10:18:23Z",
        "updated_at": "2019-07-19T13:19:40Z",
        "start_time": "2019-07-19T13:19:09Z",
        "timer_running": false,
        "billable": true,
        "time_spent": "03:00",
        "executed_at": "2019-07-18T18:30:00Z",
        "task_id": null,
        "workspace_id": 3,
        "note": "time entry 2",
        "agent_id": 1,
        "custom_fields": {}
    }
  ]
}
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Update a Time Entry

This API can be used to update/modify existing time entry.

Note:
1. For a running timer, time_spent cannot be updated without stopping it.

Attribute Type Description
id Number Id of the time entry READ-ONLY
workspace_id Number Workspace ID of the time entry(inherited from the ticket). This attribute is applicable only to accounts on the Employee Support Mode. READ-ONLY
created_at DateTime Time at which this time-entry is created READ-ONLY
updated_at DateTime Time at which this time-entry is updated READ-ONLY
start_time DateTime The time at which the time-entry is added. If a timer, which is in stopped state, is started again, date_time at which the timer is started again READ-ONLY
timer_running Boolean Cannot update timer_running to the same existing value.
billable Boolean Can be set to true or false
time_spent String The total amount of time spent by the timer in hh::mm format.
executed_at DateTime Time at which the timer is executed. Default value (unless given in request) is the time at which timer is added. Should be less than or equal to current date_time.
task_id Number Id of the task assigned to the time-entry. Task should be valid on the given ticket and should be assigned to the agent_id
note String Description of the time-entry
agent_id Number The user/agent to whom this time-entry is to be assigned MANDATORY
put /api/v2/tickets/[ticket_id]/time_entries/[id]
OAuth 2.0 Scope
freshservice.tickets.time_entries.edit
Sample code | Curl 
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curl -v -u api_key:X -H "Content-Type: application/json" -X PUT -d '{"time_entry":{"note":"text_update","agent_id":1}}' 'https://domain.freshservice.com/api/v2/tickets/1/time_entries/20'
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Response 
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{
    "time_entry": {
        "id": 20,
        "created_at": "2019-07-19T14:33:48Z",
        "updated_at": "2019-07-19T14:33:48Z",
        "start_time": "2019-07-19T14:33:48Z",
        "timer_running": false,
        "billable": true,
        "time_spent": "00:01",
        "executed_at": "2019-07-19T14:33:48Z",
        "task_id": null,
        "workspace_id": 3,
        "note": "text_update",
        "agent_id": 1,
        "custom_fields": {}
    }
}
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Delete a Time Entry

This API can be used to delete an existing Time Entry. Deleted time entries cannot be restored.

delete /api/v2/tickets/[ticket_id]/time_entries/[id]
OAuth 2.0 Scope
freshservice.tickets.time_entries.delete
Sample code | Curl 
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curl -v -u api_key:X -H "Content-Type: application/json" -X DELETE 'https://domain.freshservice.com/api/v2/tickets/1/time_entries/20'
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Response 
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HTTP Status: 200 OK
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Create a Source

This API helps you create a new Ticket Source.

Attribute Type Description
name string Name of the source
post /api/v2/ticket_fields/sources
OAuth 2.0 Scope
freshservice.tickets.fields.manage
Sample code | Curl 
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curl -v -u api_key:X -H "Content-Type: application/json" -d '{ "name": "Source Name" }' -X POST 'https://domain.freshservice.com/api/v2/ticket_fields/sources'
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Response 
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{
    "source": {
        "id": 42,
        "created_at": "2019-09-10T05:58:59Z",
        "updated_at": "2019-09-10T05:58:59Z",
        "choice_id": 1008,
        "value": "iPhone ",
        "position": 21,
        "visible": true,
        "default": false
    }
}
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Service Request

This section lists all API that are related to service requests

Create a Service Request

This API helps you create a service request

Note 1:
The service requested will be created with the requester specified in “email” attribute. If no email is provided, the request is created on behalf of the agent

Note 2:
Fields in the API behave like the agent portal's new service request page. If a field is not visible in self service portal, you can still provide a value for that field using the api. If a field is marked mandatory but not visible in portal in service item, you must provide a value for it in the api.

Request Attrubutes

Attribute Type Description
quantity number Quantity needed by the requested
requested_for email Email id of the requester on whose behalf the service request is created
email email Email id of the requester
child_items - Service items that are included as child items. Provide the display id as service_item_id for each child item.
custom_fields - Values of custom fields present in the service item form

Response Attrubutes

Attribute Type Description
Ticket Attributes - Refer to Ticket attributes for complete list here
requested_items - Items requested as part of service request
approval_status number Current approval status of the service request. ‘1’ if approved, ‘2’ if rejected
approval_status_name string Display name of the approval status
custom_fields - Custom fields present in the ticket form
post /api/v2/service_catalog/items/{display_id}/place_request
OAuth 2.0 Scope
freshservice.tickets.create
Sample code | Curl 
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curl -v -u api_key:X -H "Content-Type: application/json" -d '{"email": "tom@outerspace.com", “quantity” : 1 }' -X POST 'https://domain.freshservice.com/api/v2/service_catalog/items/1/place_request'
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Response 
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{
    "service_request": {
        "cc_emails": [
            "sample@freshservice.com"
        ],
        "fwd_emails": [],
        "reply_cc_emails": [],
        "fr_escalated": false,
        "spam": false,
        "email_config_id": null,
        "group_id": null,
        "priority": 2,
        "requester_id": 14000044687,
        "responder_id": null,
        "source": 2,
        "status": 2,
        "subject": "Request for  : xx xx",
        "to_emails": null,
        "sla_policy_id": 14000001854,
        "department_id": 14000015070,
        "id": 49,
        "type": "Service Request",
        "due_by": "2020-03-23T21:00:00Z",
        "fr_due_by": "2020-03-23T20:00:00Z",
        "is_escalated": false,
        "description": "",
        "description_text": "",
        "custom_fields": {
            "reach": null
        },
        "created_at": "2020-03-22T15:31:39Z",
        "updated_at": "2020-03-22T15:31:39Z",
        "urgency": 1,
        "impact": 1,
        "category": null,
        "sub_category": null,
        "item_category": null,
        "deleted": false,
        "attachments": [],
        "approval_status": null,
        "approval_status_name": "Not Requested",
        "workspace_id": 2,
        "resolution_notes":null,
      	"resolution_notes_html":null
    }
}
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Create a Child Service Request

This API helps you to create a new child ticket on an existing ticket

Note 1:
Association of child Service Request to a deleted or a spammed ticket is not allowed.

Note 2:
Nesting of a child Service Request under another child Service Request is not supported.

Request Attributes

Attribute Type Description
quantity number Quantity needed by the requested
requested_for email Email id of the requester on whose behalf the service request is created
email email Email id of the requester
child_items - Service items that are included as child items. Provide the display id as service_item_id for each child item.
custom_fields - Values of custom fields present in the service item form
parent_ticket_id number Display ID of the parent Service Request/Case/Query/Issue/Request/Incident/Major Incident

Response Attributes

Attribute Type Description
Ticket Attributes - Refer to Ticket attributes for complete list here
requested_items - Items requested as part of service request
approval_status number Current approval status of the service request. ‘1’ if approved, ‘2’ if rejected
approval_status_name string Display name of the approval status
custom_fields - Custom fields present in the ticket form
post /api/v2/service_catalog/items/{display_id}/place_request
OAuth 2.0 Scope
freshservice.tickets.create
Sample code | Curl 
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curl -v -u api_key:X -H "Content-Type: application/json" -d '{"email": "tom@outerspace.com", “quantity” : 1 , "parent_ticket_id":17894}' -X POST 'https://domain.freshservice.com/api/v2/service_catalog/items/1/place_request'
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Response 
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{
    "service_request": {
        "cc_emails": [
            "sample@freshservice.com"
        ],
        "fwd_emails": [],
        "reply_cc_emails": [],
        "fr_escalated": false,
        "spam": false,
        "email_config_id": null,
        "group_id": null,
        "priority": 2,
        "requester_id": 14000044687,
        "responder_id": null,
        "source": 2,
        "status": 2,
        "subject": "Request for  : xx xx",
        "to_emails": null,
        "sla_policy_id": 14000001854,
        "department_id": 14000015070,
        "id": 49,
        "type": "Service Request",
        "due_by": "2020-03-23T21:00:00Z",
        "fr_due_by": "2020-03-23T20:00:00Z",
        "is_escalated": false,
        "description": "",
        "description_text": "",
        "custom_fields": {
            "reach": null
        },
        "created_at": "2020-03-22T15:31:39Z",
        "updated_at": "2020-03-22T15:31:39Z",
        "urgency": 1,
        "impact": 1,
        "category": null,
        "sub_category": null,
        "item_category": null,
        "deleted": false,
        "attachments": [],
        "approval_status": null,
        "approval_status_name": "Not Requested",
        "workspace_id": 2
    }
}
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View Requested Items of a Service Request

This api helps you to view requested items attached to a service request

Attribute Type Description
id number Unique id of the requested item
created_at datetime Timestamp at which the requested item was attached to service request
updated_at datetime Timestamp at which the requested item was updated in the service request
quantity number Number of units of the item needed by the requester. By default it is 1
stage number Current stage of the requested item
loaned boolean Indicated whether the requested item is a loaner item
cost_per_request number Cost of the requested service item
remarks string Remarks related to a requested item
delivery_time number Estimated delivery time (in hrs)
is_parent boolean Boolean indicating whether this is the parent service item
service_item_id number Display id of service item unique to your account

Stages

Stage Value
Requested 1
Delivered 2
Cancelled 3
Fulfilled 4
Partially Fulfilled 5
get /api/v2/tickets/[id]/requested_items
OAuth 2.0 Scope
freshservice.tickets.view
Sample code | Curl 
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curl -v -u api_key:X -H "Content-Type: application/json" -X GET 'https://domain.freshservice.com/api/v2/tickets/1/requested_items'
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{
  "requested_items": [
    {
      "custom_fields": {
        "additional_property_1": "value1",
        "additional_property_2": "value2"
      },
      "id": 1,
      "created_at": "2020-03-10T11:45:47Z",
      "updated_at": "2020-03-10T11:45:47Z",
      "quantity": 1,
      "stage": 1,
      "loaned": false,
      "cost_per_request": 0,
      "remarks": null,
      "delivery_time": null,
      "is_parent": true,
      "service_item_id": 30
    }
  ]
}
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Update Requested Items of a Service Request

This api helps you to update the requested items attached to a service request

put /api/v2/tickets/[id]/requested_items/[id]
OAuth 2.0 Scope
freshservice.tickets.edit
Sample code | Curl 
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curl -v -u api_key:X -H "Content-Type: application/json" -X PUT -d '{"quantity":2, "stage":2, "custom_fields":{"additional_property_1": "value1"}}' 'https://domain.freshservice.com/api/v2/tickets/1/requested_items/1'
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Response 
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{
  "requested_item": {
    "id": 1,
    "item_id": 1,
    "from_date": "2021-11-26T11:30:00Z",
    "to_date": "2021-11-29T11:30:00Z",
    "quantity": 2,
    "service_request_id": 1,
    "stage": {
        "id": 2,
        "name": "Delvered"
    },
    "fulfilled": false,
    "cost": null,
    "custom_fields": {
        "additional_property_1": "value1",
        "additional_property_2": "value2"
    },
    "item": {
        "name": "Catalog Item",
        "display_id": 1,
        "deleted": false,
        "item_type": {
            "id": 2,
            "name": "loaner"
        },
        "ci_type_id": null,
        "cost_visibility": false,
        "quantity_visibility": false,
        "application_id": null,
        "short_description": "Short Description",
        "description": "Description"
    }
  }
}
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Approvals

This section lists all API that can be used to create, edit or otherwise manipulate Service Request Approvals.

Attribute Type Description
id number Unique ID of the approval
created_at datetime Approval creation timestamp
updated_at datetime Approval updated timestamp
approver_id number User ID of the approver
approver_name string Name of the approver
approval_type number Helps define the type of approval in case there are more than one approvers
user_id number User ID of the initiator of the approval
user_name string Name of the initiator of the approval
level number Indicates the level information for multi-level approvals
approval_status hash Status ID and Name of the approval
delegatee hash User ID and Name of the delegatee for the approval
latest_remark string Remarks given by the approver
email_content string HTML content of the approval email (only available for “Request Approval” and “View an Approval” APIs)

Approval Properties

Approvals use certain fixed numerical values to denote its status and types. These numerical values along with their meanings are given below:

Approval Type Value
To be approved by Everyone 1
To be approved by Anyone 2
To be approved by Majority 3
To be approved by First Responder 4
Status Value
Requested 0
Approved 1
Rejected 2
Cancelled 3

Request Approval For A Service Request

Send a Service Request for approval

Note: "email_content" is an optional parameter for sending approval. If not provided, the default approval notification will be sent to approvers.

post /api/v2/tickets/[ticket_id]/approvals
OAuth 2.0 Scope
freshservice.tickets.edit
Sample code | Curl 
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curl -v -u api_key:X -H "Content-Type: application/json" -d '{"approver_id":39479, "approval_type": 2,"email_content": "Your approval email body goes here."}' -X POST 'https://domain.freshservice.com/api/v2/tickets/20/approvals'
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Response 
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{
	"approvals": [{
		"id": 1,
		"created_at": "2022-12-08T11:52:41Z",
		"updated_at": "2023-01-09T08:48:23Z",
		"approver_id": 8,
		"approver_name": "Alexander Schroeder",
		"approval_type": 1,
		"user_id": 1,
		"level": 2,
		"user_name": "Ronald Weasley",
		"approval_status": {
			"id": 3,
			"name": "cancelled"
		},
		"delegatee": {
			"id": 29,
			"name": "Rolanda Hooch"
		},
		"latest_remark": ""
		}]
}
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List All Ticket Approvals

Retrieve all approvals on a Service Request with the given ID from Freshservice.

get /api/v2/tickets/[ticket_id]/approvals
OAuth 2.0 Scope
freshservice.tickets.view
Sample code | Curl 
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curl -v -u api_key:X -X GET 'https://domain.freshservice.com/api/v2/tickets/20/approvals'
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Response 
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{
	"approvals": [{
		"id": 1,
		"created_at": "2022-12-08T11:52:41Z",
		"updated_at": "2023-01-09T08:48:23Z",
		"approver_id": 8,
		"approver_name": "Alexander Schroeder",
		"approval_type": 1,
		"user_id": 1,
		"level": 2,
		"user_name": "Rolanda Hooch",
		"approval_status": {
			"id": 3,
			"name": "cancelled"
		},
		"delegatee": {
			"id": 29,
			"name": "Ronald Weasley"
		},
		"latest_remark": ""
	},{
		"id": 2,
		"created_at": "2022-12-09T11:49:00Z",
		"updated_at": "2023-01-30T08:48:08Z",
		"approver_id": 7,
		"approver_name": "Harry Potter",
		"approval_type": 1,
		"user_id": 1,
		"level": 1,
		"user_name": "Rolanda Hooch",
		"approval_status": {
			"id": 3,
			"name": "cancelled"
		},
		"delegatee": {
			"id": 29,
			"name": "Ronald Weasley"
		},
		"latest_remark": "You are not authorized for this request"
	}]
}
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View An Approval

Retrieve an approval on a Service Request with the given ID from Freshservice

get /api/v2/tickets/[ticket_id]/approvals/[id]
OAuth 2.0 Scope
freshservice.tickets.view
Sample code | Curl 
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curl -v -u api_key:X -X GET 'https://domain.freshservice.com/api/v2/tickets/20/approvals/1'
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{
	"approval": {
		"id": 1,
		"created_at": "2022-12-08T11:52:41Z",
		"updated_at": "2023-01-09T08:48:23Z",
		"approver_id": 8,
		"approver_name": "Alexander Schroeder",
		"approval_type": 1,
		"user_id": 1,
		"level": 2,
		"user_name": "Rolanda Hooch",
		"approval_status": {
			"id": 3,
			"name": "cancelled"
		},
		"delegatee": {
			"id": 29,
			"name": "Ronald Weasley"
		},
		"email_content": "<p>Your Email content</p>"
		"latest_remark": ""
	}
}
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Cancel An approval

Cancel an existing approval on a Service Request

Note: You can only update the approval status of a request to "cancelled" state through this API. Any other status change will be done based on the approver's action.

put /api/v2/tickets/[ticket_id]/approvals/[id]
OAuth 2.0 Scope
freshservice.tickets.edit
Sample code | Curl 
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curl -v -u api_key:X -H "Content-Type: application/json" -d '{ "approval_status":{ "id":3 }}' -X PUT 'https://domain.freshservice.com/api/v2/tickets/20/approvals/1'
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Response 
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{
	"approval": {
		"id": 1,
		"created_at": "2022-12-08T11:52:41Z",
		"updated_at": "2023-01-09T08:48:23Z",
		"approver_id": 8,
		"approver_name": "Alexander Schroeder",
		"approval_type": 1,
		"user_id": 1,
		"level": 2,
		"user_name": "Ronald Weasley",
		"approval_status": {
			"id": 3,
			"name": "cancelled"
		},
		"delegatee": {
			"id": 29,
			"name": "Rolanda Hooch"
		},
		"latest_remark": ""
	}
}
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Send Reminder For An Approval

Resends a reminder for a specific Approval raised for the ticket

put /api/v2/tickets/[ticket_id]/approvals/[id]/remind
OAuth 2.0 Scope
freshservice.tickets.edit
Sample code | Curl 
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curl -v -u api_key:X -H "Content-Type: application/json" -d '' -X PUT 'https://domain.freshservice.com/api/v2/tickets/20/approvals/1/remind'
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Response 
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HTTP Status: 200 No Content
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Tasks

This section lists all API that can be used to create, edit or otherwise manipulate Ticket Tasks.

Attribute Type Description
id number Unique ID of the task.
agent_id number Id of the agent to whom the task is assigned
status number Status of the task, 1-Open, 2-In Progress, 3-Completed
due_date DateTime Due date of the task
notify_before number Time in seconds before which notification is sent prior to due date
title string Title of the task
description string Description of the task
created_at DateTime Timestamp at which the task was created
updated_at DateTime Timestamp at which the task was updated
closed_at DateTime Timestamp at which the task was closed
group_id number Unique ID of the group to which the task is assigned

Create a Task

Create a new task on a ticket request in freshservice

Attribute Type Description
workspace_id number ID of the workspace to which the task belongs. This attribute is applicable only to accounts on the Employee Support Mode. The default value is the ID of the workspace of the ticket.
agent_id number ID of the agent to whom the task is assigned
status number Status of the task, 1-Open, 2-In Progress, 3-Completed
due_date datetime Due date of the task
notify_before number Time in seconds before which notification is sent prior to due date
title string Title of the task
description string Description of the task
group_id number Unique ID of the group to which the task is assigned
post /api/v2/tickets/[id]/tasks
OAuth 2.0 Scope
freshservice.tickets.tasks.create
Sample code | Curl 
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curl -v -u api_key:X -H "Content-Type: application/json" -d '{
  "due_date": "2020-04-03T10:26:13.067Z",
  "notify_before": 0,
  "title": "Supply lightsabers to all the Jedis",
  "description": "We need to re-supply to win the war!",
  "workspace_id": 3
}' -X POST 'https://domain.freshservice.com/api/v2/tickets/1/tasks'
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{
  "task": {
    "id": 1,
    "agent_id": null,
    "status": 1,
    "due_date": "2020-04-27T11:45:15.964Z",
    "notify_before": 0,
    "title": "Supply lightsabers to all the Jedis",
    "description": "We need to re-supply to win the war!",
    "created_at": "2020-04-27T11:45:15.964Z",
    "updated_at": "2020-04-27T11:45:15.964Z",
    "closed_at": null,
    "group_id": null,
    "deleted": false,
    "workspace_id": 3
  }
}
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View a Task

Retrieve a task on a Ticket with the given ID from Freshservice

get api/v2/tickets/[id]/tasks/[id]
OAuth 2.0 Scope
freshservice.tickets.tasks.view
Sample code | Curl 
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curl -v -u api_key:X -H "Content-Type: application/json" -X GET 'https://domain.freshservice.com/api/v2/tickets/1/tasks/1'
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{
  "task": {
    "id": 1,
    "agent_id": null,
    "status": 1,
    "due_date": "2020-04-27T12:22:29.343Z",
    "notify_before": 0,
    "title": "Supply lightsabers to all the Jedis",
    "description": "We need to re-supply to win the war!",
    "created_at": "2020-04-27T12:22:29.343Z",
    "updated_at": "2020-04-27T12:22:29.343Z",
    "closed_at": null,
    "group_id": null,
    "workspace_id": 2
  }
}
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View all Tasks

Retrieve the tasks on a Ticket with the given ID from Freshservice.

get /api/v2/tickets/[id]/tasks
OAuth 2.0 Scope
freshservice.tickets.tasks.view
Sample code | Curl 
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curl -v -u api_key:X -X GET 'https://domain.freshservice.com/api/v2/tickets/1/tasks'
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{
  "tasks": [
    {
      "id": 1,
      "agent_id": null,
      "status": 1,
      "due_date": "2020-04-27T11:44:04.269Z",
      "notify_before": 0,
      "title": "Supply lightsabers to all the Jedis",
      "description": "We need to re-supply to win the war!",
      "created_at": "2020-04-27T11:44:04.269Z",
      "updated_at": "2020-04-27T11:44:04.269Z",
      "closed_at": null,
      "group_id": null,
      "workspace_id": 2
    }
  ]
}
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Update a Task

Update an existing task on an existing Ticket in Freshservice

put /api/v2/tickets/[id]/tasks/[id]
OAuth 2.0 Scope
freshservice.tickets.tasks.edit
Sample code | Curl 
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curl -v -u api_key:X -H "Content-Type: application/json" -X PUT -d '{
  "status": 3,
  "notify_before": 0,
  "title": "Supply lightsabers to all the Jedis",
  "description": "We need to re-supply to win the war!",
  "workspace_id": 2
}' 'https://domain.freshservice.com/api/v2/tickets/1/tasks/1'
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Response 
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{
  "task": {
    "id": 1,
    "agent_id": null,
    "status": 3,
    "due_date": "2020-04-27T12:24:38.217Z",
    "notify_before": 0,
    "title": "Supply lightsabers to all the Jedis",
    "description": "We need to re-supply to win the war!",
    "created_at": "2020-04-27T12:24:38.217Z",
    "updated_at": "2020-04-27T12:24:38.217Z",
    "closed_at": "2020-04-27T12:24:38.217Z",
    "group_id": null,
    "workspace_id": 2
  }
}
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Delete a Task

Delete the task on a Ticket with the given ID from Freshservice

Note: Deleted tasks are permanently lost. You can't retrieve them once it's get deleted.

delete /api/v2/tickets/[id]/tasks/[id]
OAuth 2.0 Scope
freshservice.tickets.tasks.delete
Sample code | Curl 
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curl -v -u api_key:X -X DELETE 'https://domain.freshservice.com/api/v2/tickets/1/tasks/1'
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Response 
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HTTP Status: 204 Ok
EXPAND ↓

CSAT

This section lists all API that can be used to view Ticket CSAT Response.

Attribute Type Description
id number Unique ID of the survey response.
overall_rating_text string Overall feedback text of the survey response
overall_rating number Feedback code of the survey response
primary_question string Primary survey question
questionnaire_responses array of hashes Contains the list of responded questions and answer(s) chosen.
  • question_text: Question presented to the user
  • answer_text: Answer(s) selected
created_at DateTime Timestamp at which the survey response was created
updated_at DateTime Timestamp at which the survey response was updated

CSAT Response

Retrieve a csat response of a Ticket with the given ID from Freshservice

get /api/v2/tickets/id]/csat_response
OAuth 2.0 Scope
freshservice.tickets.view
Sample code | Curl 
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curl -v -u api_key:X -H "Content-Type: application/json" -X GET 'https://domain.freshservice.com/api/v2/tickets/1/csat_response'
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Response 
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{
  "csat_response": {
    "id": 1,
    "overall_rating": 101,
    "overall_rating_text": "Awesome",
    "primary_question": "Share your experience working with us.",
    "questionnaire_responses": [
      {
        "question": {
          "question_text": "Were we able to resolve your issue?"
        },
        "answers": [
          {
            "answer_text": "Yes"
          }
        ]
      }
    ]
    "created_at": "2021-02-01T12:22:22.343Z",
    "updated_at": "2021-02-01T12:22:29.343Z"
  }
}
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Conversations

Conversations consist of replies as well as public and private notes added to a ticket. Notes are non-invasive ways of sharing updates about a ticket amongst agents and requesters. Private notes are for collaboration between agents and are not visible to the requester. Public notes are visible to, and can be created by, both requesters and agents.

Attribute Type Description
attachments array of attachment objects Attachments associated with the conversation. The total size of all of a ticket's attachments cannot exceed 40 MB.
body string Content of the conversation in HTML
body_text string Content of the conversation in plain text
id number ID of the conversation
incoming boolean Set to true if a particular conversation should appear as being created from the outside (i.e., not through the web portal)
to_emails array of strings Email addresses of agents/users who need to be notified about this conversation
private boolean Set to true if the note is private
source number Denotes the type of the conversation.
support_email string Email address from which the reply is sent. For notes, this value will be null.
ticket_id number ID of the ticket to which this conversation is being added
user_id number ID of the agent/user who is adding the conversation
created_at datetime Conversation creation timestamp
updated_at datetime Conversation updated timestamp

Conversation Properties

Conversations use certain fixed numerical values to denote their source. These numerical values along with their meanings are given below.

Note : This source attribute will be returned in the response body of the List All Conversations of a Ticket and View a ticket (only when 'include=conversation' is passed in url) endpoints.

Source Type Value
email 0
form 1
note 2
status 3
meta 4
feedback 5
forward_email 6

Create a Reply

Attribute Type Description
body * string Content of the note in HTML format
attachments array of attachment objects Attachments. The total size of all the ticket's attachments (not just this note) cannot exceed 40 MB.
from_email string The email address from which the reply is sent. By default the global support email will be used.
user_id number ID of the agent/user who is adding the note
cc_emails array of strings Email address added in the 'cc' field of the outgoing ticket email.
bcc_emails array of strings Email address added in the 'bcc' field of the outgoing ticket email.
* Mandatory attribute
post /api/v2/tickets/[id]/reply
OAuth 2.0 Scope
freshservice.tickets.conversations.create
Sample code | Curl 
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curl -v -u api_key:X -H "Content-Type: application/json" -X POST -d '{ "body":"We are working on this issue. Will keep you posted." }''https://domain.freshservice.com/api/v2/tickets/141/reply'
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Response 
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{
  "conversation": {
    "id": 1000005176,
    "user_id": 1000000493,
    "from_email": "helpdesk@zubin.freshbase.co",
    "cc_emails": [],
    "bcc_emails": [],
    "body": "<div>We are working on this issue. Will keep you posted.</div>",
    "body_text": "We are working on this issue. Will keep you posted.",
    "ticket_id": 265,
    "to_emails": [
      "tom@outerspace.com"
    ],
    "attachments": [],
    "created_at": "2017-09-11T09:54:36Z",
    "updated_at": "2017-09-11T09:54:36Z"
  }
}
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Reply to a Ticket With Attachments

Note:
1. This API request must have its Content-Type set to multipart/form-data.
2. For more information on attachment refer to this section.

Sample code | Curl 
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curl -v -u api_key:X -F 'attachments[]=@/Users/user/Desktop/api2.png' -F 'body=We are working on this issue. Will keep you posted.'  -X POST 'https://domain.freshservice.com/api/v2/tickets/51/reply'
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Response 
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{
   "conversation": {
       "id": 4289865,
       "user_id": 1232463344,
       "from_email": "user@yourcompany.com",
       "cc_emails": [],
       "bcc_emails": [],
       "body": "<div>We are working on this issue. Will keep you posted.</div>",
       "body_text": "We are working on this issue. Will keep you posted.",
       "ticket_id": 51,
       "to_emails": [
           "tom@outerspace.com"
       ],
       "attachments": [
           {
               "id": 368557,
               "content_type": "image/png",
               "size": 274688,
               "name": "api2.png",
               "attachment_url": "https://s3.amazonaws.com/cdn.freshgenie.com/data/helpdesk/attachments/production/19852343/original/api2.png",
               "created_at": "2021-04-12T07:41:03Z",
               "updated_at": "2021-04-12T07:41:04Z"
           }
       ],
       "created_at": "2021-04-12T07:41:04Z",
       "updated_at": "2021-04-12T07:41:04Z"
   }
}
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Create a Note

Note: By default, any note that you add will be private. If you wish to add a public note, set the parameter to false.

Attribute Type Description
attachments array of attachment objects Attachments. The total size of all the ticket's attachments (not just this note) cannot exceed 40 MB.
body * string Content of the note in HTML format
incoming boolean Set to true if a particular note should appear as being created from the outside (i.e., not through the web portal). The default value is false
notify_emails array of strings Email addresses of agents/users who need to be notified about this note
private boolean Set to true if the note is private. The default value is true.
user_id number ID of the agent/user who is adding the note
* Mandatory attribute
post /api/v2/tickets/[ticket_id]/notes
OAuth 2.0 Scope
freshservice.tickets.conversations.create
Sample code | Curl 
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curl -v -u api_key:X -H "Content-Type: application/json" -X POST -d '{ "body":"Hi tom, Still Angry", "private":false }' 'https://domain.freshservice.com/api/v2/tickets/265/notes'
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Response 
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{
  "conversation": {
    "id": 1000005178,
    "incoming": false,
    "private": false,
    "user_id": 1000000493,
    "support_email": null,
    "body": "<div>Hi tom, Still Angry</div>",
    "body_text": "Hi tom, Still Angry",
    "ticket_id": 265,
    "to_emails": [],
    "attachments": [],
    "created_at": "2017-09-11T10:06:17Z",
    "updated_at": "2017-09-11T10:06:17Z"
  }
}
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Create a Note With Attachment

Note:
1. This API request must have its Content-Type set to multipart/form-data.

Sample code | Curl 
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curl -v -u api_key:X -F 'attachments[]=@/Users/user/Desktop/api_attach.png' -F 'body=Hi tom, Still Angry' -F 'private=false' -X POST 'https://domain.freshservice.com/api/v2/tickets/51/notes'
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Response 
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{
   "conversation": {
       "id": 4289856,
       "incoming": false,
       "private": false,
       "user_id": 1232463344,
       "support_email": null,
       "body": "<div>Hi tom, Still Angry</div>",
       "body_text": "Hi tom, Still Angry",
       "ticket_id": 51,
       "to_emails": [],
       "attachments": [
           {
               "id": 368555,
               "content_type": "image/png",
               "size": 115399,
               "name": "api_attach.png",
               "attachment_url": "https://s3.amazonaws.com/cdn.freshgenie.com/data/helpdesk/attachments/production/19852343/original/api_attach.png",
               "created_at: "2021-04-12T06:44:09Z",
               "updated_at": "2021-04-12T06:44:09Z"
           }
       ],
       "created_at": "2021-04-12T06:44:09Z",
       "updated_at": "2021-04-12T06:44:09Z"
   }
}
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Update a Conversation

Note:
Only public & private notes can be edited.

Attribute Type Description
body string Content of the note in HTML format
put /api/v2/conversations/[id]
OAuth 2.0 Scope
freshservice.tickets.conversations.edit
Sample code | Curl 
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curl -v -u api_key:X -H "Content-Type: application/json" -X PUT -d '{ "body":"Can you provide some screenshots?" } 'https://domain.freshservice.com/api/v2/conversations/5'
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Response 
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{
  "conversation": {
    "id": 5,
    "incoming": false,
    "private": false,
    "user_id": 1000000493,
    "support_email": null,
    "body": "Can you provide some screenshots?",
    "body_text": "Can you provide some screenshots?",
    "ticket_id": 265,
    "to_emails": [],
    "attachments": [
      {
        "id": 1000000361,
        "content_type": "application/octet-stream",
        "size": 46695,
        "name": "attachment.txt",
        "Attachment_url": "https://cdn.freshservice/data/Helpdesk/attachments/production/19852343/original/attachment.txt",
        "created_at": "2017-09-11T10:07:54Z",
        "updated_at": "2017-09-11T10:07:54Z"
      }
    ],
    "created_at": "2017-09-11T10:07:54Z",
    "updated_at": "2017-09-11T10:12:54Z"
  }
}
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Update a conversation With Attachment

Note:
1. This API request must have its Content-Type set to multipart/form-data.
2. For more information on attachment refer to this section.

Sample code | Curl 
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curl -v -u api_key:X -F 'attachments[]=@/Users/user/Desktop/api2.png' -F 'body=Can you provide some screenshots?'  -X PUT 'https://domain.freshservice.com/api/v2/conversations/4289856'
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Response 
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{
   "conversation": {
       "id": 4289856,
       "incoming": false,
       "private": false,
       "user_id": 1232463344,
       "support_email": null,
       "body": "Can you provide some screenshots?",
       "body_text": "Can you provide some screenshots?",
       "ticket_id": 51,
       "to_emails": [],
       "attachments": [
           {
               "id": 368555,
               "content_type": "image/png",
               "size": 115399,
               "name": "api_attach.png",
               "attachment_url": "https://s3.amazonaws.com/cdn.freshgenie.com/data/helpdesk/attachments/production/19852343/original/api_attach.png",
               "created_at": "2021-04-12T06:44:09Z",
               "updated_at": "2021-04-12T06:44:09Z"
           },
           {
               "id": 368556,
               "content_type": "image/png",
               "size": 274688,
               "name": "api2.png",
               "attachment_url": "https://s3.amazonaws.com/cdn.freshgenie.com/data/helpdesk/attachments/production/19852343/original/api2.png",
               "created_at": "2021-04-12T06:48:53Z",
               "updated_at": "2021-04-12T06:48:53Z"
           }
       ],
       "created_at": "2021-04-12T06:44:09Z",
       "updated_at": "2021-04-12T06:48:53Z"
   }
}
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Delete a Conversation

delete /api/v2/conversations/[id]
OAuth 2.0 Scope
freshservice.tickets.conversations.delete
Sample code | Curl 
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curl -v -u api_key:X -X DELETE 'https://domain.freshservice.com/api/v2/conversations/5'
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Response 
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HTTP Status: 204 No Content
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Delete a Conversation Attachment

This API helps you delete an attachment from a conversation.

delete /api/v2/conversations/[conversation_id]/attachments/[id]
OAuth 2.0 Scope
freshservice.tickets.conversations.delete
Sample code | Curl 
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curl -v -u api_key:X -X DELETE 'https://domain.freshservice.com/api/v2/conversations/1/attachments/1'
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Response 
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HTTP Status: 204 No Content
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List All Conversations of a Ticket

This API helps you List All Conversations of a Ticket.

get /api/v2/tickets/[id]/conversations
OAuth 2.0 Scope
freshservice.tickets.conversations.view
Sample code | Curl 
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curl -v -u api_key:X -H "Content-Type: application/json" -X GET 'https://domain.freshservice.com/api/v2/tickets/20/conversations'
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Response 
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{
  "conversations": [
    {
      "id": 1000005175,
      "body": "<div style='font-size: 13px; font-family: \"Helvetica Neue\", Helvetica, Arial, sans-serif;'>\n<div>Is this still a problem</div>\r\n</div>",
      "body_text": "Is this still a problem",
      "incoming": false,
      "private": false,
      "created_at": "2017-09-11T09:28:52Z",
      "updated_at": "2017-09-11T09:28:52Z",
      "user_id": 1000000493,
      "support_email": null,
      "source": 2,
      "ticket_id": 1,
      "to_emails": [],
      "from_email": null,
      "cc_emails": [],
      "bcc_emails": null,
      "attachments": []
    }
  ]
}
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Sample code | Ruby 
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require "rubygems"
require "rest_client"
require "json"

value = 58 #pass the ticket display_id here.
site = RestClient::Resource.new("https://domain.freshservice.com/helpdesk/tickets/#{value}.json","user@yourcompany.com","test")
response = site.delete(:accept=>"application/json")
puts "response: #{response.code} \n #{response.body}"
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Additional examples

1. This ticket's conversation has more than 30 entries. This request returns the second page (entries from 31 to 60).

1
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Problems

This section lists all API that can be used to create, edit or otherwise manipulate Problem.

Attribute Type Description
id number Unique identifier of the Problem Read-Only
workspace_id number ID of the workspace that the problem belongs to. If not provided, the ID of the primary workspace will be defaulted. Applicable only to accounts on the Employee Support Mode.
agent_id number Unique identifier of the agent to whom the Problem is assigned
requester_id * number Unique identifier of the initiator of the problem. Mandatory
group_id number Unique identifier of the agent group to which the Problem is assigned
description * string HTML content of the problem. Description and description_html should not be passed together Mandatory
description_text string Plain text content of the problem Read-Only
priority * number Priority of the Problem 1-Low, 2-Medium, 3-High, 4-Urgent
status * number Status identifier of the Problem. 1-Open, 2-Change Requested, 3-Closed Mandatory
impact * number Impact of the Problem. 1-Low, 2-Medium, 3-High Mandatory
known_error boolean States that the problem is known issue or not. true or false
subject * string Subject of the Problem Mandatory
due_by * DateTime Timestamp at which Problem due ends Mandatory
department_id number Unique ID of the department initiating the Problem
category string Category of the Problem
sub_category string Sub-category of the Problem
item_category string Item of the Problem
created_at DateTime Timestamp at which Problem was created
updated_at DateTime Timestamp at which Problem was last updated
associated_change number Unique ID of the Change associated with the Problem Read-Only
custom_fields Hash Key value pairs containing the names and values of custom fields.
analysis_fields Hash Key value pairs containing the names and values of Problem Cause, Problem Symptom and Problem Impact
assets hash List of assets associated with the problem

Create a Problem

Create a new problem request in Freshservice

post /api/v2/problems
OAuth 2.0 Scope
freshservice.problems.create
Sample code | Curl 
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curl -v -u api_key:X -H "Content-Type: application/json" -d '
    {
      "subject": "Unable to reach email server",
      "email": "sample@freshservice.com",
      "description": "<div>Hi guys, <br/><br/>We have been facing issues when we try to reach Email Server 3. Looks like there is something wrong here.<br/><br/>Regards<br/> Rachel<br/> </div>",
      "due_by": "2020-07-20T16:18:46Z",
      "priority": 2,
      "status": 2,
      "impact": 1,
      "category": "Hardware",
      "sub_category": "Peripherals",
      "item_category": "Router",
      "agent_id": 1,
      "group_id": 1,
      "department_id": 1,
      "custom_fields": {
        "sample_text_field": "Sample Text"
      },
      "analysis_fields": {
        "problem_cause": {
          "description": "Problem cause description"
        },
        "problem_symptom": {
          "description": "Problem symptom description"
        },
        "problem_impact": {
          "description": "Problem impact description"
        }
      },
      "workspace_id": 3
    }
    ' -X POST 'https://domain.freshservice.com/api/v2/problems'
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Response 
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{
      "problem":
      {
        "id": 1,
        "agent_id": null,
        "requester_id": 1,
        "description": "<div>Hi guys, <br/><br/>We have been facing issues when we try to reach Email Server 3. Looks like there is something wrong here.<br/><br/>Regards<br/> Rachel<br/> </div> ",
        "description_text": "Hi guys, We have been facing issues when we try to reach Email Server 3. Looks like there is something wrong here. Regards Rachel",
        "due_by": "2020-07-20T16:18:46Z",
        "subject": "Unable to reach email server",
        "group_id": null,
        "priority": 2,
        "impact": 1,
        "status": 2,
        "known_error": false,
        "department_id": null,
        "category": "Hardware",
        "sub_category": "Peripherals",
        "item_category": "Router",
        "created_at": "2020-02-04T05:50:57Z",
        "updated_at": "2020-02-04T05:50:57Z",
        "workspace_id": 3,
        "associated_change": 1,
        "assets": [],
        "custom_fields": {
          "sample_text_field": "Sample Text"
        },
        "analysis_fields": {
          "problem_cause": {
            "description": "<div> Problem cause description </div>",
            "description_text": "Problem cause description"
          },
          "problem_symptom": {
            "description": "<div> Problem symptom description </div>",
            "description_text": "Problem symptom description"
          },
          "problem_impact": {
            "description": "<div> Problem impact description </div>",
            "description_text": "Problem impact description"
          }
        }
      }
    }
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Create Problem with attachment

Note:
1. This API request must have its Content-Type set to multipart/form-data.
2. For more information on attachment refer to this section.

Sample code | Curl 
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curl -v -u api_key:X  -F 'subject=Unable to reach email server' -F 'description=Hi guys, We have been facing issues when we try to reach Email Server 3. Looks like there is something wrong here.' -F 'priority=2' -F 'status=2' -F 'impact=1' -F 'due_by=2021-04-21T16:18:46Z' -F 'email=user@yourcompany.coom' -F 'attachments[]=@/Users/user/Desktop/api_attach.png' -F 'workspace_id=3' -X POST 'https://domain.freshservice.com/api/v2/problems'
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Response 
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{
   "problem": {
       "id": 47,
       "agent_id": null,
       "description": "<div>Hi guys, We have been facing issues when we try to reach Email Server 3. Looks like there is something wrong here.</div>",
       "description_text": "Hi guys, We have been facing issues when we try to reach Email Server 3. Looks like there is something wrong here.",
       "requester_id": 1232463344,
       "subject": "Unable to reach email server",
       "group_id": null,
       "priority": 2,
       "impact": 1,
       "status": 2,
       "due_by": "2021-04-21T16:18:46Z",
       "known_error": false,
       "department_id": null,
       "category": null,
       "sub_category": null,
       "item_category": null,
       "created_at": "2021-04-12T11:22:54Z",
       "updated_at": "2021-04-12T11:22:54Z",
       "workspace_id": 3,
       "associated_change": null,
       "assets": []
       "custom_fields": {
           "requester": null,
           "subject": null,
           "description": null,
           "status": null,
           "priority": null,
           "impact": null,
           "due_by": null,
           "group": null,
           "agent": null,
           "department": null,
           "category": null
       },
       "analysis_fields": {}
   }
}
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Create Problem with assets

Note:
"assets" key: contains comma (,) separated hash of the assets, each with key display id.

Sample code | Curl 
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curl -v -u api_key:X -H "Content-Type: application/json" -d '
  {
    "subject": "Unable to reach email server",
    "email": "sample@freshservice.com",
    "description": "<div>Hi guys, <br/><br/>We have been facing issues when we try to reach Email Server 3. Looks like there is something wrong here.<br/><br/>Regards<br/> Rachel<br/> </div>",
    "due_by": "2020-07-20T16:18:46Z",
    "priority": 2,
    "status": 2,
    "impact": 1,
    "category": "Hardware",
    "sub_category": "Peripherals",
    "item_category": "Router",
    "agent_id": 1,
    "group_id": 1,
    "department_id": 1,
    "workspace_id": 2,
    "custom_fields": {
      "sample_text_field": "Sample Text"
    },
    "analysis_fields": {
      "problem_cause": {
        "description": "Problem cause description"
      },
      "problem_symptom": {
        "description": "Problem symptom description"
      },
      "problem_impact": {
        "description": "Problem impact description"
      }
    },
    "assets": [
      { 
        "display_id": 8 
      }, 
      { 
        "display_id": 9 
      }
    ]
  }
  ' -X POST 'https://domain.freshservice.com/api/v2/problems'
EXPAND ↓
Response 
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{
    "problem":
    {
      "id": 1,
      "agent_id": null,
      "requester_id": 1,
      "description": "<div>Hi guys, <br/><br/>We have been facing issues when we try to reach Email Server 3. Looks like there is something wrong here.<br/><br/>Regards<br/> Rachel<br/> </div> ",
      "description_text": "Hi guys, We have been facing issues when we try to reach Email Server 3. Looks like there is something wrong here. Regards Rachel",
      "due_by": "2020-07-20T16:18:46Z",
      "subject": "Unable to reach email server",
      "group_id": null,
      "priority": 2,
      "impact": 1,
      "status": 2,
      "known_error": false,
      "department_id": null,
      "category": "Hardware",
      "sub_category": "Peripherals",
      "item_category": "Router",
      "created_at": "2020-02-04T05:50:57Z",
      "updated_at": "2020-02-04T05:50:57Z",
      "workspace_id": 3,
      "associated_change": 1,
      "custom_fields": {
        "sample_text_field": "Sample Text"
      },
      "analysis_fields": {
        "problem_cause": {
          "description": "<div> Problem cause description </div>",
          "description_text": "Problem cause description"
        },
        "problem_symptom": {
          "description": "<div> Problem symptom description </div>",
          "description_text": "Problem symptom description"
        },
        "problem_impact": {
          "description": "<div> Problem impact description </div>",
          "description_text": "Problem impact description"
        }
      },
      "assets": [
      {
          "name": "Dell Monitor",
          "description": null,
          "ci_type_id": 12,
          "impact": 1,
          "created": "2019-12-13T12:31:47+05:30",
          "updated": "2019-12-13T12:31:47+05:30",
          "user_id": null,
          "department_id": null,
          "assigned_on": null,
          "agent_id": null,
          "author_id": 2,
          "author_type": "User",
          "deleted": false,
          "display_id": 8,
          "salvage": null
      },
      {
          "name": "Logitech Mouse",
          "description": null,
          "ci_type_id": 4,
          "impact": 1,
          "created": "2019-12-13T12:31:47+05:30",
          "updated": "2019-12-13T12:31:47+05:30",
          "user_id": null,
          "department_id": null,
          "assigned_on": null,
          "agent_id": null,
          "author_id": 2,
          "author_type": "User",
          "deleted": false,
          "display_id": 9,
          "salvage": null
      }
      ]
    }
}
EXPAND ↓

View a Problem

Retrieve the problem with the given ID from Freshservice

get /api/v2/problems/[id]
OAuth 2.0 Scope
freshservice.problems.view
Sample code | Curl 
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curl -v -u api_key:X -H "Content-Type: application/json" -X GET 'https://domain.freshservice.com//api/v2/problems/1'
EXPAND ↓
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{
    "problem": {
      "id": 1,
      "agent_id": null,
      "requester_id": 1,
      "description": "<div>Hi guys, <br/><br/>We have been facing issues when we try to reach Email Server 3. Looks like there is something wrong here.<br/><br/>Regards<br/> Rachel<br/> </div> ",
      "description_text": "Hi guys, We have been facing issues when we try to reach Email Server 3. Looks like there is something wrong here. Regards Rachel",
      "due_by": "2020-07-20T16:18:46Z",
      "subject": "Unable to reach email server",
      "group_id": null,
      "priority": 2,
      "impact": 1,
      "status": 2,
      "known_error": false,
      "department_id": null,
      "category": "Hardware",
      "sub_category": "Peripherals",
      "item_category": "Router",
      "created_at": "2020-02-04T05:50:57Z",
      "updated_at": "2020-02-04T05:50:57Z",
      "workspace_id": 3,
      "assets": [],
      "associated_change": 1,
      "custom_fields": {
        "sample_text_field": "Sample Text"
      },
      "analysis_fields": {
        "problem_cause": {
          "description": "<div> Problem cause description </div>",
          "description_text": "Problem cause description"
        },
        "problem_symptom": {
          "description": "<div> Problem symptom description </div>",
          "description_text": "Problem symptom description"
        },
        "problem_impact": {
          "description": "<div> Problem impact description </div>",
          "description_text": "Problem impact description"
        }
      }
    }
  }
EXPAND ↓

View List of Problems

Retrieve a list of all Problems in Freshservice

Note:
If a workspace_id is not specified as a URL parameter, only problems from the primary workspace will be included in the response. If workspace_id is specified as 0, problems from across all workspaces will be included in the response with just the global fields. Applicable only to accounts on the Employee Support Mode.

get /api/v2/problems
OAuth 2.0 Scope
freshservice.problems.view
Sample code | Curl 
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curl -v -u api_key:X -X GET 'https://domain.freshservice.com/api/v2/problems'
EXPAND ↓
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{
    "problems":
    [{
      "id": 1,
      "agent_id": null,
      "requester_id": 1,
      "description": "<div>Hi guys, <br/><br/>We have been facing issues when we try to reach Email Server 3. Looks like there is something wrong here.<br/><br/>Regards<br/> Rachel<br/> </div> ",
      "description_text": "Hi guys, We have been facing issues when we try to reach Email Server 3. Looks like there is something wrong here. Regards Rachel",
      "due_by": "2020-07-20T16:18:46Z",
      "subject": "Unable to reach email server",
      "group_id": null,
      "priority": 2,
      "impact": 1,
      "status": 2,
      "known_error": false,
      "department_id": null,
      "category": "Hardware",
      "sub_category": "Peripherals",
      "item_category": "Router",
      "assets": [],
      "created_at": "2020-02-04T05:50:57Z",
      "updated_at": "2020-02-04T05:50:57Z",
      "workspace_id": 2
    }]
  }
EXPAND ↓
Additional examples

1. Get the list of all problems from workspaces to which the user has access.

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 curl -v -u api_key:X -X GET 'https://domain.freshservice.com/api/v2/problems?workspace_id=0'
EXPAND ↓

2. Get the list of problems from a specific workspace

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 curl -v -u api_key:X -X GET 'https://domain.freshservice.com/api/v2/problems?workspace_id=3'
EXPAND ↓

Update a Problem

Update an existing Problem in Freshservice

Note:
The workspace_id attribute cannot be updated through the Update operation. It can only be updated through the Move operation.

put /api/v2/problems/[id]
OAuth 2.0 Scope
freshservice.problems.edit
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curl -v -u api_key:X -H "Content-Type: application/json" -X PUT -d
  '{
    "subject": "Unable to reach email server",
    "email": "sample@freshservice.com",
    "description": "<div>Hi guys, <br/><br/>We have been facing issues when we try to reach Email Server 3. Looks like there is something wrong here.<br/><br/>Regards<br/> Rachel<br/> </div>",
    "due_by": "2020-07-20T16:18:46Z",
    "priority": 2,
    "status": 3,
    "impact": 2,
    "category": "Hardware",
    "sub_category": "Peripherals",
    "item_category": "Router",
    "agent_id": 1,
    "group_id": 1,
    "department_id": 1,
    "custom_fields": {
      "sample_text_field": "Sample Text"
    },
    "analysis_fields": {
      "problem_cause": {
        "description": "Problem cause description"
      },
      "problem_symptom": {
        "description": "Problem symptom description"
      },
      "problem_impact": {
        "description": "Problem impact description"
      }
    }
  }'
  'https://domain.freshservice.com/api/v2/problems/1'
EXPAND ↓
Response 
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{
    "problem": {
      "id": 1,
      "agent_id": null,
      "requester_id": 1,
      "description": "<div>Hi guys, <br/><br/>We have been facing issues when we try to reach Email Server 3. Looks like there is something wrong here.<br/><br/>Regards<br/> Rachel<br/> </div> ",
      "description_text": "Hi guys, We have been facing issues when we try to reach Email Server 3. Looks like there is something wrong here. Regards Rachel",
      "due_by": "2020-07-20T16:18:46Z",
      "subject": "Unable to reach email server",
      "group_id": null,
      "priority": 2,
      "impact": 2,
      "status": 3,
      "known_error": false,
      "department_id": null,
      "category": "Hardware",
      "sub_category": "Peripherals",
      "item_category": "Router",
      "created_at": "2020-02-04T05:50:57Z",
      "updated_at": "2020-02-04T05:50:57Z",
      "workspace_id": 3,
      "assets": [],
      "associated_change": 1,
      "custom_fields": {
        "sample_text_field": "Sample Text"
      },
      "analysis_fields": {
        "problem_cause": {
          "description": "<div> Problem cause description </div>",
          "description_text": "Problem cause description"
        },
        "problem_symptom": {
          "description": "<div> Problem symptom description </div>",
          "description_text": "Problem symptom description"
        },
        "problem_impact": {
          "description": "<div> Problem impact description </div>",
          "description_text": "Problem impact description"
        }
      }
    }
  }
EXPAND ↓

Update Problem with attachment

Note:
1. This API request must have its Content-Type set to multipart/form-data.
2. For more information on attachment refer to this section.

Sample code | Curl 
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curl -v -u api_key:X  -F 'subject=Unable to reach email server' -F 'description=Hi guys, We have been facing issues when we try to reach Email Server 3. Looks like there is something wrong here.' -F 'priority=2' -F 'status=2' -F 'impact=1' -F 'due_by=2021-04-21T16:18:46Z' -F 'email=fuser@yourcompany.com' -F 'attachments[]=@/Users/user/Desktop/api2.png' -X PUT 'https://domain.freshservice.com/api/v2/problems/47'
EXPAND ↓
Response 
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{
   "problem": {
       "id": 47,
       "agent_id": null,
       "description": "Hi guys, We have been facing issues when we try to reach Email Server 3. Looks like there is something wrong here.",
       "description_text": "Hi guys, We have been facing issues when we try to reach Email Server 3. Looks like there is something wrong here.",
       "requester_id": 1232463344,
       "subject": "Unable to reach email server",
       "group_id": null,
       "priority": 2,
       "impact": 1,
       "status": 2,
       "due_by": "2021-04-21T16:18:46Z",
       "known_error": false,
       "department_id": null,
       "category": null,
       "sub_category": null,
       "item_category": null,
       "created_at": "2021-04-12T11:22:54Z",
       "updated_at": "2021-04-12T11:22:54Z",
       "workspace_id": 3,
       "assets": [],
       "associated_change": null,
       "custom_fields": {
           "requester": null,
           "subject": null,
           "description": null,
           "status": null,
           "priority": null,
           "impact": null,
           "due_by": null,
           "group": null,
           "agent": null,
           "department": null,
           "category": null
       },
       "analysis_fields": {}
   }
}
EXPAND ↓

Move a Problem

This API moves a problem to a different workspace, while also allowing the assigned group and agent to be modified.

Note:
This endpoint is applicable only to accounts on the Employee Support Mode.

put /api/v2/problems/[id]/move_workspace
OAuth 2.0 Scope
freshservice.problems.edit
Sample code | Curl 
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curl -v -u api_key:X -X PUT -d '{ "workspace_id": 3, "group_id": 3, "owner_id": 4 }' 'https://domain.freshservice.com/api/v2/problems/1/move_workspace'
EXPAND ↓
Response 
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{
    "problem": {
      "id": 1,
      "agent_id": 4,
      "requester_id": 1,
      "description": "<div>Hi guys, <br/><br/>We have been facing issues when we try to reach Email Server 3. Looks like there is something wrong here.<br/><br/>Regards<br/> Rachel<br/> </div> ",
      "description_text": "Hi guys, We have been facing issues when we try to reach Email Server 3. Looks like there is something wrong here. Regards Rachel",
      "due_by": "2020-07-20T16:18:46Z",
      "subject": "Unable to reach email server",
      "group_id": 3,
      "priority": 2,
      "impact": 2,
      "status": 3,
      "known_error": false,
      "department_id": null,
      "category": "Hardware",
      "sub_category": "Peripherals",
      "item_category": "Router",
      "created_at": "2020-02-04T05:50:57Z",
      "updated_at": "2020-02-04T05:50:57Z",
      "workspace_id": 3,
      "assets": [],
      "associated_change": 1,
      "custom_fields": {
        "sample_text_field": "Sample Text"
      },
      "analysis_fields": {
        "problem_cause": {
          "description": "<div> Problem cause description </div>",
          "description_text": "Problem cause description"
        },
        "problem_symptom": {
          "description": "<div> Problem symptom description </div>",
          "description_text": "Problem symptom description"
        },
        "problem_impact": {
          "description": "<div> Problem impact description </div>",
          "description_text": "Problem impact description"
        }
      }
    }
  }
EXPAND ↓

Delete a Problem

Delete the Problem with the given ID from Freshservice

delete /api/v2/problems/[id]
OAuth 2.0 Scope
freshservice.problems.delete
Sample code | Curl 
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curl -v -u api_key:X -X DELETE 'https://domain.freshservice.com/api/v2/problems/1'
EXPAND ↓
Response 
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HTTP Status: 200 OK
EXPAND ↓

Restore a Problem

The API mentioned previously. If you deleted some problems and regret doing so now, this API will help you restore them.

put /api/v2/problems/[id]/restore
OAuth 2.0 Scope
freshservice.problems.delete
Sample code | Curl 
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curl -v -u api_key:X -H "Content-Type: application/json" -X PUT -d '' 'https://domain.freshservice.com/api/v2/problems/1/restore'
EXPAND ↓
Response 
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HTTP Status: 204 No Content
EXPAND ↓

List All Problem Fields

Retrieve all the Fields that constitute the Problem Object

Note:
By default, only global fields and fields from the primary workspace will be returned for accounts on the Employee Support Mode. For fields from other workspaces, use the workspace_id filter.

Problem Fields
Problem field Description
id Unique ID of the Field
workspace_id ID of the workspace to which this problem field belongs. This attribute is applicable only to accounts on the Employee Support Mode.
created_at Date time at which the field was added
updated_at Date time at which the field was modified
name Name of the field
label Label of the field for display
description Description of the field
field_type Indicates if the field is a checkbox, dropdown, text field
required True if the field is marked mandatory
required_for_closure True if the field is marked mandatory while closing the problem item
default_field True if the field is a default field. False if customm
choices List of values supported by the field
nested_fields contain details of nested fields
get /api/v2/problem_form_fields
OAuth 2.0 Scope
freshservice.problems.fields.view
Sample code | Curl 
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curl -v -u api_key:X -X GET 'https://domain.freshservice.com/api/v2/problem_form_fields'
EXPAND ↓
Response 
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{
    "problem_fields": [
        {
            "id": 187927,
            "created_at": "2023-01-19T17:25:22Z",
            "updated_at": "2023-01-19T17:25:22Z",
            "name": "workspace_id",
            "label": "Workspace",
            "description": "Default Workspace",
            "field_type": "default_workspace",
            "required": true,
            "required_for_closure": true,
            "position": 0,
            "default_field": true,
            "choices": [],
            "nested_fields": [],
            "workspace_id": null
        },
        {
            "id": 187916,
            "created_at": "2023-01-19T17:25:22Z",
            "updated_at": "2023-01-19T17:25:22Z",
            "name": "requester",
            "label": "Requester",
            "description": "Problem requester",
            "field_type": "default_requester",
            "required": true,
            "required_for_closure": false,
            "position": 1,
            "default_field": true,
            "choices": [],
            "nested_fields": [],
            "workspace_id": 1
        },
        {
            "id": 187917,
            "created_at": "2023-01-19T17:25:22Z",
            "updated_at": "2023-01-19T17:25:22Z",
            "name": "subject",
            "label": "Title",
            "description": "Problem title",
            "field_type": "default_subject",
            "required": true,
            "required_for_closure": false,
            "position": 2,
            "default_field": true,
            "choices": [],
            "nested_fields": [],
            "workspace_id": 1
        },
        {
            "id": 187918,
            "created_at": "2023-01-19T17:25:22Z",
            "updated_at": "2023-01-19T17:25:22Z",
            "name": "description",
            "label": "Description",
            "description": "Problem description",
            "field_type": "default_description",
            "required": true,
            "required_for_closure": false,
            "position": 3,
            "default_field": true,
            "choices": [],
            "nested_fields": [],
            "workspace_id": 1
        },
        {
            "id": 187919,
            "created_at": "2023-01-19T17:25:22Z",
            "updated_at": "2023-01-19T17:25:22Z",
            "name": "status",
            "label": "Status",
            "description": "Problem status",
            "field_type": "default_status",
            "required": true,
            "required_for_closure": false,
            "position": 4,
            "default_field": true,
            "choices": [
                {
                    "id": 1,
                    "value": "Open"
                },
                {
                    "id": 2,
                    "value": "Change Requested"
                },
                {
                    "id": 3,
                    "value": "Closed"
                }
            ],
            "nested_fields": [],
            "workspace_id": 1
        },
        {
            "id": 187920,
            "created_at": "2023-01-19T17:25:22Z",
            "updated_at": "2023-01-19T17:25:22Z",
            "name": "priority",
            "label": "Priority",
            "description": "Problem priority",
            "field_type": "default_priority",
            "required": true,
            "required_for_closure": false,
            "position": 5,
            "default_field": true,
            "choices": [
                {
                    "id": 1,
                    "value": "Low"
                },
                {
                    "id": 2,
                    "value": "Medium"
                },
                {
                    "id": 3,
                    "value": "High"
                },
                {
                    "id": 4,
                    "value": "Urgent"
                }
            ],
            "nested_fields": [],
            "workspace_id": 1
        },
        {
            "id": 187921,
            "created_at": "2023-01-19T17:25:22Z",
            "updated_at": "2023-01-19T17:25:22Z",
            "name": "impact",
            "label": "impact",
            "description": "Problem impact",
            "field_type": "default_impact",
            "required": true,
            "required_for_closure": false,
            "position": 6,
            "default_field": true,
            "choices": [
                {
                    "id": 1,
                    "value": "Low"
                },
                {
                    "id": 2,
                    "value": "Medium"
                },
                {
                    "id": 3,
                    "value": "High"
                }
            ],
            "nested_fields": [],
            "workspace_id": 1
        },
        {
            "id": 187922,
            "created_at": "2023-01-19T17:25:22Z",
            "updated_at": "2023-01-19T17:25:22Z",
            "name": "due_by",
            "label": "Due date",
            "description": "Due date",
            "field_type": "default_due_by",
            "required": true,
            "required_for_closure": false,
            "position": 7,
            "default_field": true,
            "choices": [],
            "nested_fields": [],
            "workspace_id": 1
        },
        {
            "id": 187923,
            "created_at": "2023-01-19T17:25:22Z",
            "updated_at": "2023-01-19T17:25:22Z",
            "name": "group",
            "label": "Problem Group",
            "description": "Problem Group",
            "field_type": "default_group",
            "required": false,
            "required_for_closure": false,
            "position": 8,
            "default_field": true,
            "choices": [],
            "nested_fields": [],
            "workspace_id": 1
        },
        {
            "id": 187924,
            "created_at": "2023-01-19T17:25:22Z",
            "updated_at": "2023-01-19T17:25:22Z",
            "name": "agent",
            "label": "Assigned To",
            "description": "Problem Owner",
            "field_type": "default_agent",
            "required": false,
            "required_for_closure": false,
            "position": 9,
            "default_field": true,
            "choices": [],
            "nested_fields": [],
            "workspace_id": 1
        },
        {
            "id": 187925,
            "created_at": "2023-01-19T17:25:22Z",
            "updated_at": "2023-01-19T17:25:22Z",
            "name": "department",
            "label": "Department",
            "description": "Select the department, the problem belongs to.",
            "field_type": "default_department",
            "required": false,
            "required_for_closure": false,
            "position": 10,
            "default_field": true,
            "choices": [],
            "nested_fields": [],
            "workspace_id": 1
        },
        {
            "id": 187926,
            "created_at": "2023-01-19T17:25:22Z",
            "updated_at": "2023-01-19T17:25:22Z",
            "name": "category",
            "label": "Category",
            "description": "Problem category",
            "field_type": "default_category",
            "required": false,
            "required_for_closure": false,
            "position": 11,
            "default_field": true,
            "choices": [
                {
                    "id": 53978,
                    "display_id": 1,
                    "value": "Hardware",
                    "nested_options": [
                        {
                            "id": 53979,
                            "display_id": 2,
                            "value": "Computer",
                            "nested_options": [
                                {
                                    "id": 53980,
                                    "display_id": 3,
                                    "value": "Mac"
                                },
                                {
                                    "id": 53981,
                                    "display_id": 4,
                                    "value": "PC"
                                }
                            ]
                        },
                        {
                            "id": 53982,
                            "display_id": 5,
                            "value": "Printer",
                            "nested_options": []
                        },
                        {
                            "id": 53983,
                            "display_id": 6,
                            "value": "Phone",
                            "nested_options": []
                        },
                        {
                            "id": 53984,
                            "display_id": 7,
                            "value": "Peripherals",
                            "nested_options": [
                                {
                                    "id": 53985,
                                    "display_id": 8,
                                    "value": "Router"
                                },
                                {
                                    "id": 53986,
                                    "display_id": 9,
                                    "value": "Switch"
                                },
                                {
                                    "id": 53987,
                                    "display_id": 10,
                                    "value": "Access point"
                                }
                            ]
                        }
                    ]
                },
                {
                    "id": 53988,
                    "display_id": 11,
                    "value": "Software",
                    "nested_options": [
                        {
                            "id": 53989,
                            "display_id": 12,
                            "value": "MS Office",
                            "nested_options": []
                        },
                        {
                            "id": 53990,
                            "display_id": 13,
                            "value": "Adobe Reader",
                            "nested_options": []
                        },
                        {
                            "id": 53991,
                            "display_id": 14,
                            "value": "Windows",
                            "nested_options": []
                        },
                        {
                            "id": 53992,
                            "display_id": 15,
                            "value": "Chrome",
                            "nested_options": []
                        }
                    ]
                },
                {
                    "id": 53993,
                    "display_id": 16,
                    "value": "Network",
                    "nested_options": [
                        {
                            "id": 53994,
                            "display_id": 17,
                            "value": "Access",
                            "nested_options": []
                        },
                        {
                            "id": 53995,
                            "display_id": 18,
                            "value": "Connectivity",
                            "nested_options": []
                        }
                    ]
                },
                {
                    "id": 53996,
                    "display_id": 19,
                    "value": "Office Applications",
                    "nested_options": [
                        {
                            "id": 53997,
                            "display_id": 20,
                            "value": "HR",
                            "nested_options": [
                                {
                                    "id": 53998,
                                    "display_id": 21,
                                    "value": "Oracle"
                                },
                                {
                                    "id": 53999,
                                    "display_id": 22,
                                    "value": "SmartRecruiter"
                                }
                            ]
                        },
                        {
                            "id": 54000,
                            "display_id": 23,
                            "value": "Design",
                            "nested_options": [
                                {
                                    "id": 54001,
                                    "display_id": 24,
                                    "value": "Photoshop"
                                },
                                {
                                    "id": 54002,
                                    "display_id": 25,
                                    "value": "Creative Cloud"
                                },
                                {
                                    "id": 54003,
                                    "display_id": 26,
                                    "value": "Canva"
                                }
                            ]
                        }
                    ]
                },
                {
                    "id": 54004,
                    "display_id": 27,
                    "value": "Office Furniture",
                    "nested_options": [
                        {
                            "id": 54005,
                            "display_id": 28,
                            "value": "Cabinet",
                            "nested_options": []
                        },
                        {
                            "id": 54006,
                            "display_id": 29,
                            "value": "Desk",
                            "nested_options": []
                        },
                        {
                            "id": 54007,
                            "display_id": 30,
                            "value": "Chair",
                            "nested_options": []
                        }
                    ]
                },
                {
                    "id": 54008,
                    "display_id": 31,
                    "value": "Office Equipment ",
                    "nested_options": [
                        {
                            "id": 54009,
                            "display_id": 32,
                            "value": "Laptop",
                            "nested_options": []
                        },
                        {
                            "id": 54010,
                            "display_id": 33,
                            "value": "Printer",
                            "nested_options": []
                        },
                        {
                            "id": 54011,
                            "display_id": 34,
                            "value": "Desktop",
                            "nested_options": []
                        }
                    ]
                },
                {
                    "id": 54012,
                    "display_id": 35,
                    "value": "Employee Benefits",
                    "nested_options": [
                        {
                            "id": 54013,
                            "display_id": 36,
                            "value": "Health Insurance",
                            "nested_options": []
                        },
                        {
                            "id": 54014,
                            "display_id": 37,
                            "value": "Life Insurance",
                            "nested_options": []
                        },
                        {
                            "id": 54015,
                            "display_id": 38,
                            "value": "Retirement",
                            "nested_options": []
                        },
                        {
                            "id": 54016,
                            "display_id": 39,
                            "value": "Tuition Reimbursement",
                            "nested_options": []
                        },
                        {
                            "id": 54017,
                            "display_id": 40,
                            "value": "Financial Assistance",
                            "nested_options": []
                        },
                        {
                            "id": 54018,
                            "display_id": 41,
                            "value": "Relocation Assistance",
                            "nested_options": []
                        }
                    ]
                },
                {
                    "id": 54019,
                    "display_id": 42,
                    "value": "Employee Records and Documents",
                    "nested_options": [
                        {
                            "id": 54020,
                            "display_id": 43,
                            "value": "Verification Letter",
                            "nested_options": []
                        },
                        {
                            "id": 54021,
                            "display_id": 44,
                            "value": "Visa",
                            "nested_options": []
                        }
                    ]
                },
                {
                    "id": 54022,
                    "display_id": 45,
                    "value": "Employee Onboarding/Offboarding",
                    "nested_options": [
                        {
                            "id": 54023,
                            "display_id": 46,
                            "value": "Onboarding",
                            "nested_options": []
                        },
                        {
                            "id": 54024,
                            "display_id": 47,
                            "value": "Offboarding",
                            "nested_options": []
                        },
                        {
                            "id": 54025,
                            "display_id": 48,
                            "value": "Termination",
                            "nested_options": []
                        }
                    ]
                },
                {
                    "id": 54026,
                    "display_id": 49,
                    "value": "Talent Management",
                    "nested_options": [
                        {
                            "id": 54027,
                            "display_id": 50,
                            "value": "New role",
                            "nested_options": []
                        },
                        {
                            "id": 54028,
                            "display_id": 51,
                            "value": "Hiring request",
                            "nested_options": []
                        },
                        {
                            "id": 54029,
                            "display_id": 52,
                            "value": "Internal Transfer",
                            "nested_options": []
                        }
                    ]
                },
                {
                    "id": 54030,
                    "display_id": 53,
                    "value": "Employee Relations",
                    "nested_options": [
                        {
                            "id": 54031,
                            "display_id": 54,
                            "value": "Harrasment",
                            "nested_options": []
                        }
                    ]
                },
                {
                    "id": 54032,
                    "display_id": 55,
                    "value": "Workplace Access and Security",
                    "nested_options": [
                        {
                            "id": 54033,
                            "display_id": 56,
                            "value": "Access badge",
                            "nested_options": []
                        },
                        {
                            "id": 54034,
                            "display_id": 57,
                            "value": "Biometric system",
                            "nested_options": []
                        },
                        {
                            "id": 54035,
                            "display_id": 58,
                            "value": "Surveillance system",
                            "nested_options": []
                        },
                        {
                            "id": 54036,
                            "display_id": 59,
                            "value": "Alarms",
                            "nested_options": []
                        },
                        {
                            "id": 54037,
                            "display_id": 60,
                            "value": "Lighting in parking lots",
                            "nested_options": []
                        },
                        {
                            "id": 54038,
                            "display_id": 61,
                            "value": "After-hours access",
                            "nested_options": []
                        }
                    ]
                },
                {
                    "id": 54039,
                    "display_id": 62,
                    "value": "Travel",
                    "nested_options": [
                        {
                            "id": 54040,
                            "display_id": 63,
                            "value": "Accomodation",
                            "nested_options": []
                        },
                        {
                            "id": 54041,
                            "display_id": 64,
                            "value": "Flight Booking",
                            "nested_options": []
                        },
                        {
                            "id": 54042,
                            "display_id": 65,
                            "value": "Car rental",
                            "nested_options": []
                        }
                    ]
                },
                {
                    "id": 54043,
                    "display_id": 66,
                    "value": "Building and Grounds Maintenance",
                    "nested_options": [
                        {
                            "id": 54044,
                            "display_id": 67,
                            "value": "Electrical",
                            "nested_options": []
                        },
                        {
                            "id": 54045,
                            "display_id": 68,
                            "value": "Plumbing",
                            "nested_options": []
                        },
                        {
                            "id": 54046,
                            "display_id": 69,
                            "value": "HVAC",
                            "nested_options": []
                        },
                        {
                            "id": 54047,
                            "display_id": 70,
                            "value": "Furniture",
                            "nested_options": []
                        },
                        {
                            "id": 54048,
                            "display_id": 71,
                            "value": "Equipment",
                            "nested_options": []
                        },
                        {
                            "id": 54049,
                            "display_id": 72,
                            "value": "Painting",
                            "nested_options": []
                        },
                        {
                            "id": 54050,
                            "display_id": 73,
                            "value": "Landscaping",
                            "nested_options": []
                        },
                        {
                            "id": 54051,
                            "display_id": 74,
                            "value": "Pest Control",
                            "nested_options": []
                        },
                        {
                            "id": 54052,
                            "display_id": 75,
                            "value": "Cleaning",
                            "nested_options": []
                        }
                    ]
                },
                {
                    "id": 54053,
                    "display_id": 76,
                    "value": "Vendor Document Review",
                    "nested_options": [
                        {
                            "id": 54054,
                            "display_id": 77,
                            "value": "NDA",
                            "nested_options": []
                        },
                        {
                            "id": 54055,
                            "display_id": 78,
                            "value": "POC",
                            "nested_options": []
                        },
                        {
                            "id": 54056,
                            "display_id": 79,
                            "value": "EULA",
                            "nested_options": []
                        },
                        {
                            "id": 54057,
                            "display_id": 80,
                            "value": "SOW",
                            "nested_options": []
                        }
                    ]
                },
                {
                    "id": 54058,
                    "display_id": 81,
                    "value": "Payroll",
                    "nested_options": [
                        {
                            "id": 54059,
                            "display_id": 82,
                            "value": "Setup",
                            "nested_options": []
                        },
                        {
                            "id": 54060,
                            "display_id": 83,
                            "value": "Payslip",
                            "nested_options": []
                        },
                        {
                            "id": 54061,
                            "display_id": 84,
                            "value": "Salary",
                            "nested_options": []
                        },
                        {
                            "id": 54062,
                            "display_id": 85,
                            "value": "Bonus",
                            "nested_options": []
                        },
                        {
                            "id": 54063,
                            "display_id": 86,
                            "value": "Overtime",
                            "nested_options": []
                        }
                    ]
                },
                {
                    "id": 54064,
                    "display_id": 87,
                    "value": "Vendor Payment",
                    "nested_options": [
                        {
                            "id": 54065,
                            "display_id": 88,
                            "value": "New registration",
                            "nested_options": []
                        },
                        {
                            "id": 54066,
                            "display_id": 89,
                            "value": "Modify details",
                            "nested_options": []
                        },
                        {
                            "id": 54067,
                            "display_id": 90,
                            "value": "Payment issues",
                            "nested_options": []
                        }
                    ]
                },
                {
                    "id": 54068,
                    "display_id": 91,
                    "value": "Customer Payment",
                    "nested_options": [
                        {
                            "id": 54069,
                            "display_id": 92,
                            "value": "Refund",
                            "nested_options": []
                        },
                        {
                            "id": 54070,
                            "display_id": 93,
                            "value": "Credit Note",
                            "nested_options": []
                        },
                        {
                            "id": 54071,
                            "display_id": 94,
                            "value": "Invoice issues",
                            "nested_options": []
                        }
                    ]
                },
                {
                    "id": 54072,
                    "display_id": 95,
                    "value": "Reimbursements and Advances",
                    "nested_options": [
                        {
                            "id": 54073,
                            "display_id": 96,
                            "value": "Business Expenses",
                            "nested_options": []
                        },
                        {
                            "id": 54074,
                            "display_id": 97,
                            "value": "Corporate Credit Card",
                            "nested_options": []
                        },
                        {
                            "id": 54075,
                            "display_id": 98,
                            "value": "Cash Advance",
                            "nested_options": []
                        }
                    ]
                },
                {
                    "id": 54076,
                    "display_id": 99,
                    "value": "Legal Document Creation",
                    "nested_options": [
                        {
                            "id": 54077,
                            "display_id": 100,
                            "value": "MOU",
                            "nested_options": []
                        },
                        {
                            "id": 54078,
                            "display_id": 101,
                            "value": "NDA",
                            "nested_options": []
                        }
                    ]
                },
                {
                    "id": 54079,
                    "display_id": 102,
                    "value": "Legal Review - Vendor Documents",
                    "nested_options": [
                        {
                            "id": 54080,
                            "display_id": 103,
                            "value": "NDA",
                            "nested_options": []
                        },
                        {
                            "id": 54081,
                            "display_id": 104,
                            "value": "POC",
                            "nested_options": []
                        },
                        {
                            "id": 54082,
                            "display_id": 105,
                            "value": "EULA",
                            "nested_options": []
                        },
                        {
                            "id": 54083,
                            "display_id": 106,
                            "value": "SOW",
                            "nested_options": []
                        },
                        {
                            "id": 54084,
                            "display_id": 107,
                            "value": "MSA",
                            "nested_options": []
                        }
                    ]
                },
                {
                    "id": 54085,
                    "display_id": 108,
                    "value": "Legal Review - Customer Documents",
                    "nested_options": [
                        {
                            "id": 54086,
                            "display_id": 109,
                            "value": "NDA",
                            "nested_options": []
                        },
                        {
                            "id": 54087,
                            "display_id": 110,
                            "value": "POC",
                            "nested_options": []
                        },
                        {
                            "id": 54088,
                            "display_id": 111,
                            "value": "EULA",
                            "nested_options": []
                        },
                        {
                            "id": 54089,
                            "display_id": 112,
                            "value": "SOW",
                            "nested_options": []
                        },
                        {
                            "id": 54090,
                            "display_id": 113,
                            "value": "MSA",
                            "nested_options": []
                        }
                    ]
                },
                {
                    "id": 54091,
                    "display_id": 114,
                    "value": "Other",
                    "nested_options": []
                }
            ],
            "nested_fields": [
                {
                    "id": 24607,
                    "created_at": "2023-01-19T17:25:22Z",
                    "updated_at": "2023-01-19T17:25:22Z",
                    "name": "sub_category",
                    "label": "Sub-Category",
                    "level": 2,
                    "field_id": 187926
                },
                {
                    "id": 24608,
                    "created_at": "2023-01-19T17:25:22Z",
                    "updated_at": "2023-01-19T17:25:22Z",
                    "name": "item_category",
                    "label": "Item",
                    "level": 3,
                    "field_id": 187926
                }
            ],
            "workspace_id": 1
        },
        {
            "id": 188953,
            "created_at": "2023-01-30T01:57:28Z",
            "updated_at": "2023-01-30T01:57:28Z",
            "name": "it_field",
            "label": "IT field",
            "description": "",
            "field_type": "custom_text",
            "required": false,
            "required_for_closure": false,
            "position": 12,
            "default_field": false,
            "choices": [],
            "nested_fields": [],
            "workspace_id": 2
        }
    ]
  }
EXPAND ↓
Additional examples

1. Get the list of problem fields from a specific workspace

1
 curl -v -u api_key:X -X GET 'https://domain.freshservice.com/api/v2/problem_form_fields?workspace_id=2'
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Notes

This section lists all API that can be used to create, edit or otherwise manipulate Problem Notes.

Attribute Type Description
id number Unique ID of the note. Read-Only
user_id number Id of the user who created the note.Read-Only
body string The body of the note in HTML format.Mandatory
body_text string The body of the note in plain text format. Read-Only
notify_emails Array of strings Addresses to which the note must be notified to
created_at date Date time at which the note was created.
updated_at date Date time at which the note was updated.

Create a note

Create a new note on a problem request in freshservice.

post /api/v2/problems/[id]/notes
OAuth 2.0 Scope
freshservice.problems.notes.create
Sample code | Curl 
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curl -v -u api_key:X -H "Content-Type: application/json" -d '{ "body": "<div> body of the problem note </div> "}' -X POST 'https://domain.freshservice.com/api/v2/problems/1/notes'
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Response 
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{
      "note":
      {
        "id": 1,
        "created_at": "2019-06-20T16:47:04Z",
        "updated_at": "2019-06-20T16:47:16Z",
        "body": "<div> body of the problem note </div> ",
        "body_text": "body of the problem note",
        "user_id": 1,
        "notify_emails": null
      }
    }
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View a note

Retrieve a note on a Problem request with the given ID from Freshservice.

get api/v2/problems/[id]/notes/[id]
OAuth 2.0 Scope
freshservice.problems.notes.view
Sample code | Curl 
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curl -v -u api_key:X -H "Content-Type: application/json" -X GET 'https://domain.freshservice.com/api/v2/problems/1/notes/1'
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Response 
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{
    "note": {
      "id": 1,
      "created_at": "2019-06-20T16:47:04Z",
      "updated_at": "2019-06-20T16:47:16Z",
      "body": "<div> body of the problem note </div> ",
      "body_text": "body of the problem note",
      "user_id": 1,
      "notify_emails": null
    }
  }
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View all notes

Retrieve a list of all notes on a Problem request with the given ID from Freshservice.

get /api/v2/problems/[id]/notes
OAuth 2.0 Scope
freshservice.problems.notes.view
Sample code | Curl 
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curl -v -u api_key:X -X GET 'https://domain.freshservice.com/api/v2/problems/1/notes'
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Response 
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{
      "notes": [
      {
        "id": 1,
        "created_at": "2019-06-20T16:47:04Z",
        "updated_at": "2019-06-20T16:47:16Z",
        "body": "<div> body of the problem note </div>",
        "body_text": "body of the problem note",
        "user_id": 1,
        "notify_emails": ["user@yourcompany.com"]
      },
      {
        "id": 2,
        "created_at": "2019-06-20T16:49:04Z",
        "updated_at": "2019-06-20T16:49:16Z",
        "body": "<div> body of the problem note </div>",
        "body_text": "body of the problem note",
        "user_id": 1,
        "notify_emails": ["user@yourcompany.com"]
      }]
    }
EXPAND ↓

Update a note

Update an existing note on an existing Problem request in Freshservice.

put /api/v2/problems/[id]/notes/[id]
OAuth 2.0 Scope
freshservice.problems.notes.edit
Sample code | Curl 
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curl -v -u api_key:X -H "Content-Type: application/json" -X PUT -d '{ "body":<div> updated problem note </div> }' 'https://domain.freshservice.com/api/v2/problems/1/notes/1'
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Response 
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{
    "note": {
      "id": 1,
      "created_at": "2019-06-20T16:47:04Z",
      "updated_at": "2019-06-20T16:47:16Z",
      "body": "<div> updated problem note </div> ",
      "body_text": "updated problem note",
      "user_id": 1,
      "notify_emails": null
    }
  }
EXPAND ↓

Delete a note

Delete the note on a Problem request with the given ID from Freshservice.

Note: Deleted Notes are permanently lost. You can't retrieve them once it's get deleted.

delete /api/v2/problems/[id]/notes/[id]
OAuth 2.0 Scope
freshservice.problems.notes.delete
Sample code | Curl 
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curl -v -u api_key:X -X DELETE 'https://domain.freshservice.com/api/v2/problems/1/notes/1'
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Response 
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HTTP Status: 204 No Content
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Time Entries

These APIs help you track exactly how much time you've spent on each Problem*, start/stop timers and perform a whole other lot of time tracking and monitoring tasks to ensure that your support team is always performing at peak efficiency.

Attribute Type Description
id number Unique ID of the time entry Read-Only
workspace_id number ID of the workspace to which the time entry belongs(inherited from the problem's workspace). This attribute is applicable only to accounts on the Employee Support Mode.
task_id number Unique ID of the task associated with the time entry
executed_at datetime Date time at which the time entry is executed
billable boolean True if billable, false otherwise.
note string Description note of the time entry
start_time datetime Time at which the timer started
timer_running boolean True if timer is running, false otherwise
time_spent string Duration of time spent in seconds
agent_id number Unique ID of the user who created the time entry Mandatory
created_at datetime Timestamp at which the time entry is created Read-Only
updated_at datetime Time stamp at which the time entry is updated Read-Only

Create a Time Entry

Create a new time entry on a problem request in freshservice.

post /api/v2/problems/[id]/time_entries
OAuth 2.0 Scope
freshservice.problems.time_entries.create
Sample code | Curl 
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curl -v -u api_key:X -H "Content-Type: application/json" -d '{"note":"test_entry","time_spent":"03:00","agent_id":1,"billable":true}' -X POST 'https://domain.freshservice.com/api/v2/problems/1/time_entries'
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Response 
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{
    "time_entry": {
      "id": 1,
      "created_at": "2019-06-26T15:44:11Z",
      "updated_at": "2019-06-26T16:32:11Z",
      "start_time": "2019-06-26T15:44:11Z",
      "timer_running": false,
      "billable": true,
      "time_spent": "03:00",
      "executed_at": "2019-06-26T15:44:11Z",
      "task_id": null,
      "workspace_id": 3,
      "note": "test_entry",
      "agent_id": 1,
      "custom_fields": {}
    }
  }
EXPAND ↓

View a Time Entry

Retrieve a time entry on a Problem request with the given ID from Freshservice.

get /api/v2/problems/[id]/time_entries/[id]
OAuth 2.0 Scope
freshservice.problems.time_entries.view
Sample code | Curl 
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curl -v -u api_key:X -H "Content-Type: application/json" -X GET 'https://domain.freshservice.com/api/v2/problems/1/time_entries/1'
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Response 
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{
    "time_entry": {
      "id": 1,
      "created_at": "2019-06-26T15:44:11Z",
      "updated_at": "2019-06-26T16:32:11Z",
      "start_time": "2019-06-26T15:44:11Z",
      "timer_running": false,
      "billable": true,
      "time_spent": "03:00",
      "executed_at": "2019-06-26T15:44:11Z",
      "task_id": null,
      "workspace_id": 3,
      "note": "test_entry",
      "agent_id": 1,
      "custom_fields": {}
    }
  }
EXPAND ↓

List All Time Entries

Retrieve the time entries on a Problems request with the given ID from Freshservice.

get /api/v2/problems/[id]/time_entries
OAuth 2.0 Scope
freshservice.problems.time_entries.view
Sample code | Curl 
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curl -u api_key:X -H "Content-Type: application/json" -X GET 'https://domain.freshservice.com/api/v2/problems/1/time_entries'
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Response 
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{
    "time_entries": [
    {
      "id": 1,
      "created_at": "2019-06-26T15:44:11Z",
      "updated_at": "2019-06-26T16:32:11Z",
      "start_time": "2019-06-26T15:44:11Z",
      "timer_running": false,
      "billable": true,
      "time_spent": "00:48",
      "executed_at": "2019-06-26T15:44:11Z",
      "task_id": null,
      "workspace_id": 3,
      "note": "time_entry 1",
      "agent_id": 1,
      "custom_fields": {}
    },
    {
      "id": 2,
      "created_at": "2019-06-26T15:44:02Z",
      "updated_at": "2019-06-26T15:44:11Z",
      "start_time": "2019-06-26T15:44:02Z",
      "timer_running": false,
      "billable": true,
      "time_spent": "00:00",
      "executed_at": "2019-06-26T15:44:02Z",
      "task_id": null,
      "workspace_id": 3,
      "note": "time_entry 2",
      "agent_id": 1,
      "custom_fields": {}
    }]
  }
EXPAND ↓

Update a Time Entry

Update an existing time entry on an existing Problem request in Freshservice.

put /api/v2/problems/[id]/time_entries/[id]
OAuth 2.0 Scope
freshservice.problems.time_entries.edit
Sample code | Curl 
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curl -u api_key:X -H "Content-Type: application/json" -X PUT -d '{"note":"time entry update","billable":false}' 'https://domain.freshservice.com/api/v2/problems/1/time_entries/1'
EXPAND ↓
Response 
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{
    "time_entry": {
      "id": 1,
      "created_at": "2019-06-26T15:44:11Z",
      "updated_at": "2019-06-26T16:32:11Z",
      "start_time": "2019-06-26T15:44:11Z",
      "timer_running": false,
      "billable": false,
      "time_spent": "03:00",
      "executed_at": "2019-06-26T15:44:11Z",
      "task_id": null,
      "workspace_id": 3,
      "note": "time entry update",
      "agent_id": 1,
      "custom_fields": {}
    }
  }
EXPAND ↓

Delete a Time Entry

Delete the time entry on a Problem request with the given ID from Freshservice.

delete /api/v2/problems/[id]/time_entries/[id]
OAuth 2.0 Scope
freshservice.problems.time_entries.delete
Sample code | Curl 
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curl -u api_key:X -H "Content-Type: application/json" -X DELETE 'https://domain.freshservice.com/api/v2/problems/1/time_entries/1'
EXPAND ↓
Response 
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HTTP Status: 200 OK
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Tasks

This section lists all API that can be used to create, edit or otherwise manipulate Problem Tasks.

Attribute Type Description
id number Unique ID of the task.
agent_id number Id of the agent to whom the task is assigned
status number Status of the task, 1-Open, 2-In Progress, 3-Completed
due_date DateTime Due date of the task
notify_before number Time in seconds before which notification is sent prior to due date
title string Title of the task
description string Description of the task
created_at DateTime Timestamp at which the task was created
updated_at DateTime Timestamp at which the task was updated
closed_at DateTime Timestamp at which the task was closed
group_id number Unique ID of the group to which the task is assigned

Create a Task

Create a new task on a problem in freshservice

Attribute Type Description
workspace_id number ID of the workspace to which the task belongs. This attribute is applicable only to accounts on the Employee Support Mode. The default value is the ID of the workspace of the problem.
agent_id number ID of the agent to whom the task is assigned
status number Status of the task, 1-Open, 2-In Progress, 3-Completed
due_date datetime Due date of the task
notify_before number Time in seconds before which notification is sent prior to due date
title string Title of the task
description string Description of the task
group_id number Unique ID of the group to which the task is assigned
post /api/v2/problems/[id]/tasks
OAuth 2.0 Scope
freshservice.problems.tasks.create
Sample code | Curl 
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curl -v -u api_key:X -H "Content-Type: application/json" -d '{
  "due_date": "2020-04-27T13:23:20.813Z",
  "notify_before": 0,
  "title": "Supply lightsabers to all the Jedis",
  "description": "We need to re-supply to win the war!",
  "workspace_id": 3
  }' -X POST 'https://domain.freshservice.com/api/v2/problems/1/tasks'
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Response 
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{
    "task": {
      "id": 1,
      "agent_id": null,
      "status": 1,
      "due_date": "2020-04-27T13:23:20.837Z",
      "notify_before": 0,
      "title": "Supply lightsabers to all the Jedis",
      "description": "We need to re-supply to win the war!",
      "created_at": "2020-04-27T13:23:20.837Z",
      "updated_at": "2020-04-27T13:23:20.837Z",
      "closed_at": null,
      "group_id": null,
      "workspace_id": 3
    }
  }
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View a Task

Retrieve a task on a Problem with the given ID from Freshservice

get api/v2/problems/[id]/tasks/[id]
OAuth 2.0 Scope
freshservice.problems.tasks.view
Sample code | Curl 
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curl -v -u api_key:X -H "Content-Type: application/json" -X GET 'https://domain.freshservice.com/api/v2/problems/1/tasks/1'
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Response 
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{
    "task": {
      "id": 1,
      "agent_id": null,
      "status": 1,
      "due_date": "2020-04-27T13:25:11.575Z",
      "notify_before": 0,
      "title": "Supply lightsabers to all the Jedis",
      "description": "We need to re-supply to win the war!",
      "created_at": "2020-04-27T13:25:11.575Z",
      "updated_at": "2020-04-27T13:25:11.575Z",
      "closed_at": null,
      "group_id": null,
      "workspace_id": 2
    }
  }
EXPAND ↓

View all Tasks

Retrieve the tasks on a Problem with the given ID from Freshservice

get /api/v2/problems/[id]/tasks
OAuth 2.0 Scope
freshservice.problems.tasks.view
Sample code | Curl 
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curl -v -u api_key:X -X GET 'https://domain.freshservice.com/api/v2/problems/1/tasks'
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Response 
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{
    "tasks": [
    {
      "id": 1,
      "agent_id": null,
      "status": 1,
      "due_date": "2020-04-27T13:26:22.820Z",
      "notify_before": 0,
      "title": "Supply lightsabers to all the Jedis",
      "description": "We need to re-supply to win the war!",
      "created_at": "2020-04-27T13:26:22.820Z",
      "updated_at": "2020-04-27T13:26:22.820Z",
      "closed_at": null,
      "group_id": null,
      "workspace_id": 2
    }]
  }
EXPAND ↓

Update a Task

Update an existing task on an existing Problem in Freshservice

put /api/v2/problems/[id]/tasks/[id]
OAuth 2.0 Scope
freshservice.problems.tasks.edit
Sample code | Curl 
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curl -v -u api_key:X -H "Content-Type: application/json" -X PUT -d '{
  "status": 3,
  "notify_before": 0,
  "title": "Supply lightsabers to all the Jedis",
  "description": "We need to re-supply to win the war!",
  "workspace_id": 2
  }' 'https://domain.freshservice.com/api/v2/problems/1/tasks/1'
EXPAND ↓
Response 
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{
    "task": {
      "id": 1,
      "agent_id": null,
      "status": 3,
      "due_date": "2020-04-27T13:27:32.847Z",
      "notify_before": 0,
      "title": "Supply lightsabers to all the Jedis",
      "description": "We need to re-supply to win the war!",
      "created_at": "2020-04-27T13:27:32.847Z",
      "updated_at": "2020-04-27T13:27:32.847Z",
      "closed_at": "2020-04-27T13:27:32.847Z",
      "group_id": null,
      "workspace_id": 2
    }
  }
EXPAND ↓

Delete a Task

Delete the task on a Problem with the given ID from Freshservice

Note: Deleted tasks are permanently lost. You can't retrieve them once it's get deleted.

delete /api/v2/problems/[id]/tasks/[id]
OAuth 2.0 Scope
freshservice.problems.tasks.delete
Sample code | Curl 
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curl -v -u api_key:X -X DELETE 'https://domain.freshservice.com/api/v2/problems/1/tasks/1'
EXPAND ↓
Response 
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HTTP Status: 204 Ok
EXPAND ↓

Changes

This section lists all API that can be used to create, edit or otherwise manipulate changes. You can create filters to sift through changes and to find the ones you want.

Attribute Type Description
id number Unique identifier of the change Read-Only
workspace_id number ID of the workspace that the change belongs to. If not provided, the ID of the primary workspace will be defaulted. Applicable only to accounts on the Employee Support Mode.
agent_id number Unique identifier of the agent to whom the change is assigned.
description string HTML content of the change. Description and description_html should not be passed together
description_text string Plain text content of the change Read-Only
requester_id number Unique identifier of the initiator of the change. Mandatory
group_id number Unique identifier of the agent group to which the change is assigned.
priority * number Priority of the change.
impact * number Impact of the change.
status * number Status of the change.
risk * number Risk of the change.
change_type * number Type of the change.
approval_status number Approval status of the change.
planned_start_date number Timestamp at which change is starting.
planned_end_date number Timestamp at which change is ending.
subject string change subject.
department_id number Unique ID of the department initiating the change.
category String Category of the change
sub_category String Sub-category of the change
item_category String Item of the change
custom_fields Hash Key value pairs containing the names and values of custom fields.
maintenance_window Hash Details about the associated Maintenance Window.
blackout_window Hash Details about the overlapping Blackout Window. Read-Only
created_at DateTime Timestamp at which change was created.
updated_at DateTime Timestamp at which change was last updated.
assets hash List of assets associated with the change
impacted_services hash List of Impacted Services associated with the change
* Refer Change properties table for supported values.

Change Properties

With every change having certain fixed values to denote Source, State and Priorities, the numerical value for each state (open, closed etc.) is given below

Status Value
Open 1
Planning 2
Approval 3
Pending Release 4
Pending Review 5
closed 6
Priority Value
Low 1
Medium 2
High 3
Urgent 4
Impact Value
Low 1
Medium 2
High 3
Change Type Value
Minor 1
Standard 2
Major 3
Emergency 4
Risk Value
Low 1
Medium 2
High 3
Very High 4

Create a Change

Create a new Change request in Freshservice

post /api/v2/changes
OAuth 2.0 Scope
freshservice.changes.create
Sample code | Curl 
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curl -v -u api_key:X -H "Content-Type: application/json" -d '{ "description": "<div>Hi Team, <br/><br/> One of our email servers, Exchange Server (ES3) has been acting up.  We tried rebooting it, but that didn’t help. We need to get it replaced ASAP. <br/><br/>Regards<br/> Rachel<br/> </div>", "subject": "Getting ES3 back up to speed", "email": "tom@outerspace.com", "priority": 1, "status": 1, "group_id": 1, "risk": 1, "change_type": 1, "impact": 1, "planned_start_date": "2019-03-20T16:18:46Z", "planned_end_date": "2019-03-23T16:18:46Z", "department_id": 1, "agent_id": 1, "maintenance_window": {"id": 1}, "workspace_id": 3 }' -X POST 'https://domain.freshservice.com/api/v2/changes'
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Response 
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{
     "change": {
        "id": 1,
        "agent_id": 1,
        "description":"<div>Hi Team, <br/><br/> One of our email servers, Exchange Server (ES3) has been acting up.  We tried rebooting it, but that didn’t help. We need to get it replaced ASAP. <br/><br/>Regards<br/> Rachel<br/> </div>",
        "description_text": "Hi Team,    One of our email servers, Exchange Server (ES3) has been acting up.  We tried rebooting it, but that didn’t help. We need to get it replaced ASAP.   Regards  Rachel",,
        "workspace_id": 3,
        "requester_id": 1,
        "group_id": 1,
        "priority": 1,
        "impact": 1,
        "status": 1,
        "risk": 1,
        "change_type": 1,
        "approval_status": 4,
        "planned_start_date": "2019-03-20T16:18:46Z",
        "planned_end_date": "2019-03-23T16:18:46Z",
        "subject": "Getting ES3 back up to speed",
        "department_id": 1,
        "category": null,
        "sub_category": null,
        "item_category": null,
        "created_at": "2019-07-11T06:30:45Z",
        "updated_at": "2019-07-11T06:30:45Z",
        "custom_fields": {
            "custom_text": null,
            "custom_paragraph": null,
            "custom_checkbox": false,
            "custom_number": null,
            "custom_dropdown": null,
            "custom_date": null,
            "custom_decimal": null
        },
        "planning_fields": {},
        "assets": [],
        "maintenance_window": {
            "id": 4,
            "name": "Details about the associated Maintenance Window",
            "description": "Details about the associated Maintenance Window.",
            "window_start_date": "2021-01-10T17:47:11.030Z",
            "window_end_date": "2021-01-10T17:47:11.030Z"
        },
        "blackout_window": {
            "id": 1,
            "name": "Details about the overlapping Blackout Window",
            "description": "Details about the overlapping Blackout Window.",
            "window_start_date": "2021-01-10T17:47:11.030Z",
            "window_end_date": "2021-01-10T17:47:11.030Z"
        }
    }
}
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Create a Change With Custom Fields

Sample code | Curl 
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curl -v -u api_key:X -H "Content-Type: application/json" -d '{ "description": "<div>Hi Team, <br/><br/> One of our email servers, Exchange Server (ES3) has been acting up.  We tried rebooting it, but that didn’t help. We need to get it replaced ASAP. <br/><br/>Regards<br/> Rachel<br/> </div>", "subject": "Getting ES3 back up to speed", "email": "tom@outerspace.com", "priority": 1, "status": 1, "group_id": 1, "risk": 1, "change_type": 1, "impact": 3, "planned_start_date": "2019-03-20T16:18:46Z", "planned_end_date": "2019-03-23T16:18:46Z", "department_id": 1, "agent_id": 1, "maintenance_window": {"id": 1}, "custom_fields" : { "custom_text" : "This is a custom text box" }, "workspace_id": 3 }' -X POST 'https://domain.freshservice.com/api/v2/changes'
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Response 
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{
    "change": {
        "id": 1,
        "agent_id": 1,
        "description":"<div>Hi Team, <br/><br/> One of our email servers, Exchange Server (ES3) has been acting up.  We tried rebooting it, but that didn’t help. We need to get it replaced ASAP. <br/><br/>Regards<br/> Rachel<br/> </div>",
        "description_text": "Hi Team, One of our email servers, Exchange Server (ES3) has been acting up. We tried rebooting it, but that didn’t help. We need to get it replaced ASAP. Regards  Rachel",,
        "workspace_id": 3,
        "requester_id": 1,
        "group_id": 1,
        "priority": 1,
        "impact": 1,
        "status": 1,
        "risk": 1,
        "change_type": 1,
        "approval_status": 4,
        "planned_start_date": "2021-01-10T17:47:11.030Z",
        "planned_end_date": "2021-02-10T17:47:11.030Z",
        "subject": "Getting ES3 back up to speed",
        "department_id": 1,
        "category": null,
        "sub_category": null,
        "item_category": null,
        "created_at": "2019-07-11T06:30:45Z",
        "updated_at": "2019-07-11T06:30:45Z",
        "custom_fields": {
            "custom_text": "This is a custom text box",
            "custom_paragraph": null,
            "custom_checkbox": false,
            "custom_number": null,
            "custom_dropdown": null,
            "custom_date": null,
            "custom_decimal": null
        },
        "planning_fields": {},
        "assets": [],
        "maintenance_window": {
            "id": 1,
            "name": "Weekly Maintenance Window",
            "description": "Weekly Maintenance Window.",
            "window_start_date": "2021-01-10T17:47:11.030Z",
            "window_end_date": "2021-02-10T17:47:11.030Z"
        },
        "blackout_window": {
            "id": 1,
            "name": "Monthly Downtime",
            "description": "Monthly Downtime.",
            "window_start_date": "2021-01-10T17:47:11.030Z",
            "window_end_date": "2021-02-10T17:47:11.030Z"
        }
    }
}
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Create Change with attachment

Note:
1. This API request must have its Content-Type set to multipart/form-data.
2. For more information on attachment refer to this section.

Sample code | Curl 
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curl -v -u api_key:X  -F 'subject=Getting ES3 back up to speed' -F 'description=Hi Team, One of our email servers, Exchange Server (ES3) has been acting up. We tried rebooting it, but that didn’t help. We need to get it replaced ASAP. Regards Rachel' -F 'priority=2' -F 'status=2' -F 'impact=1' -F 'change_type=1' -F 'email=user@yourcompany.com' -F 'risk=1' -F 'attachments[]=@/Users/user/Desktop/api_attach.png' -F 'planned_start_date=2021-04-20T16:18:46Z' -F 'planned_end_date=2021-05-20T16:18:46Z' -F 'workspace_id=3' -X POST 'https://domain.freshservice.com/api/v2/changes'
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Response 
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{
   "change": {
       "id": 25,
       "agent_id": null,
       "description": "<div>Hi Team, One of our email servers, Exchange Server (ES3) has been acting up. We tried rebooting it, but that didn’t help. We need to get it replaced ASAP. Regards Rachel</div>",
       "description_text": "Hi Team, One of our email servers, Exchange Server (ES3) has been acting up. We tried rebooting it, but that didn’t help. We need to get it replaced ASAP. Regards Rachel",
       "maintenance_window": {},
       "blackout_window": {},
       "workspace_id": 3,
       "requester_id": 1232463344,
       "group_id": null,
       "priority": 2,
       "impact": 1,
       "status": 2,
       "risk": 1,
       "change_type": 1,
       "approval_status": 4,
       "planned_start_date": "2021-04-20T16:18:46Z",
       "planned_end_date": "2021-05-20T16:18:46Z",
       "change_window_id": null,
       "subject": "Getting ES3 back up to speed",
       "department_id": null,
       "category": null,
       "sub_category": null,
       "item_category": null,
       "created_at": "2021-04-12T16:59:07Z",
       "updated_at": "2021-04-12T16:59:07Z",
       "custom_fields": {
           "requester": null,
           "subject": null,
           "change_type": null,
           "status": null,
           "priority": null,
           "impact": null,
           "risk": null,
           "group": null,
           "agent": null,
           "description": null,
           "planned_start_date": null,
           "planned_end_date": null,
           "department": null,
           "category": null,
           "change_window": null
       },
       "planning_fields": {
           "custom_fields": {}
       },
       "assets": []
   }
}
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Create Change with assets

Note:
"assets" key: contains comma (,) separated hash of the assets, each with key display id.

Sample code | Curl 
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curl -v -u api_key:X -H "Content-Type: application/json" -d '{ "description": "<div>Hi Team, <br/><br/> One of our email servers, Exchange Server (ES3) has been acting up.  We tried rebooting it, but that didn’t help. We need to get it replaced ASAP. <br/><br/>Regards<br/> Rachel<br/> </div>", "subject": "Getting ES3 back up to speed", "email": "tom@outerspace.com", "priority": 1, "status": 1, "group_id": 1, "risk": 1, "change_type": 1, "impact": 3, "planned_start_date": "2019-03-20T16:18:46Z", "planned_end_date": "2019-03-23T16:18:46Z", "department_id": 1, "agent_id": 1, "maintenance_window": {"id": 1}, "assets": [{ "display_id": 8 }, { "display_id": 9 }], "workspace_id": 3 }' -X POST 'https://domain.freshservice.com/api/v2/changes'
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Response 
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{
	"change": {
        "id": 1,
        "agent_id": 1,
        "description":"<div>Hi Team, <br/><br/> One of our email servers, Exchange Server (ES3) has been acting up.  We tried rebooting it, but that didn’t help. We need to get it replaced ASAP. <br/><br/>Regards<br/> Rachel<br/> </div>",
        "description_text": "Hi Team,    One of our email servers, Exchange Server (ES3) has been acting up.  We tried rebooting it, but that didn’t help. We need to get it replaced ASAP.   Regards  Rachel",,
        "workspace_id": 3,
        "requester_id": 1,
        "group_id": 1,
        "priority": 1,
        "impact": 1,
        "status": 1,
        "risk": 1,
        "change_type": 1,
        "approval_status": 4,
        "planned_start_date": "2019-03-20T16:18:46Z",
        "planned_end_date": "2019-03-23T16:18:46Z",
        "subject": "Getting ES3 back up to speed",
        "department_id": 1,
        "category": null,
        "sub_category": null,
        "item_category": null,
        "created_at": "2019-07-11T06:30:45Z",
        "updated_at": "2019-07-11T06:30:45Z",
        "custom_fields": {
        "custom_text": null,
        "custom_paragraph": null,
        "custom_checkbox": false,
        "custom_number": null,
        "custom_dropdown": null,
        "custom_date": null,
        "custom_decimal": null,
        "planning_fields": {},
        "maintenance_window": {
        "id": 4,
        "name": "Details about the associated Maintenance Window",
        "description": "Details about the associated Maintenance Window.",
        "window_start_date": "2021-01-10T17:47:11.030Z",
        "window_end_date": "2021-01-10T17:47:11.030Z"
        },
        "blackout_window": {
        "id": 1,
        "name": "Details about the overlapping Blackout Window",
        "description": "Details about the overlapping Blackout Window.",
        "window_start_date": "2021-01-10T17:47:11.030Z",
        "window_end_date": "2021-01-10T17:47:11.030Z"
        },
        "assets": [
        {
            "name": "Dell Monitor",
            "description": null,
            "ci_type_id": 12,
            "impact": 1,
            "created": "2019-12-13T12:31:47+05:30",
            "updated": "2019-12-13T12:31:47+05:30",
            "user_id": null,
            "department_id": null,
            "assigned_on": null,
            "agent_id": null,
            "author_id": 2,
            "author_type": "User",
            "deleted": false,
            "display_id": 8,
            "salvage": null
        },
        {
            "name": "Logitech Mouse",
            "description": null,
            "ci_type_id": 4,
            "impact": 1,
            "created": "2019-12-13T12:31:47+05:30",
            "updated": "2019-12-13T12:31:47+05:30",
            "user_id": null,
            "department_id": null,
            "assigned_on": null,
            "agent_id": null,
            "author_id": 2,
            "author_type": "User",
            "deleted": false,
            "display_id": 9,
            "salvage": null
        }
        ]
    }
}
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View a Change

Use 'include' to embed additional details in the response. Each include will consume an additional credit. For example if you embed the requester and company information you will be charged a total of 3 API credits for the call.

Note:
By default, stats field will not be included in the response. They can be retrieved via the embedding functionality.

Embed Handle
stats /api/v2/changes/[id]?include=stats
Will return the change’s closed_at, assigned_at and approval_at time
get /api/v2/changes/[id]
OAuth 2.0 Scope
freshservice.changes.view
Sample code | Curl 
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curl -v -u api_key:X -H "Content-Type: application/json" -X GET 'https://domain.freshservice.com/api/v2/changes/1'
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Response 
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{
     "change": {
        "id": 1,
        "agent_id": 1,
        "description":"<div>Hi Team, <br/><br/> One of our email servers, Exchange Server (ES3) has been acting up.  We tried rebooting it, but that didn’t help. We need to get it replaced ASAP. <br/><br/>Regards<br/> Rachel<br/> </div>",
        "description_text": "Hi Team,    One of our email servers, Exchange Server (ES3) has been acting up.  We tried rebooting it, but that didn’t help. We need to get it replaced ASAP.   Regards  Rachel",,
        "workspace_id": 3,
        "requester_id": 1,
        "group_id": 1,
        "priority": 1,
        "impact": 1,
        "status": 1,
        "risk": 1,
        "change_type": 1,
        "approval_status": 4,
        "planned_start_date": "2021-01-10T17:47:11.030Z",
        "planned_end_date": "2021-02-10T17:47:11.030Z",
        "subject": "Getting ES3 back up to speed",
        "department_id": 1,
        "category": null,
        "sub_category": null,
        "item_category": null,
        "created_at": "2019-07-11T06:30:45Z",
        "updated_at": "2019-07-11T06:30:45Z",
        "custom_fields": {
            "custom_text": null,
            "custom_paragraph": null,
            "custom_checkbox": false,
            "custom_number": null,
            "custom_dropdown": null,
            "custom_date": null,
            "custom_decimal": null
        },
        "planning_fields": {},
        "assets": [],
        "impacted_services": [
            {
               "name": "Test service 1",
               "display_id": 1,
               "impact": 1,
               "description": "Change impacted service",
               "agent_id": 1,
               "asset_tag": "ASSET-5",
               "group_id": 1,
               "department_id": 1
             }
        ],
        "maintenance_window": {
            "id": 1,
            "name": "Weekly Maintenance Window",
            "description": "Weekly Maintenance Window",
            "window_start_date": "2021-01-10T17:47:11.030Z",
            "window_end_date": "2021-02-10T17:47:11.030Z"
        },
        "blackout_window": {}
    }
}
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Additional examples

1. Get the associated stats information along with the change response.

1
 curl -v -u api_key:X -X GET 'https://domain.freshservice.com/api/v2/changes/1?include=stats'
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View List of Changes

Use filters to view changes based on the criteria that you choose. By default only changes that have not been deleted or marked as spam will be returned unless you use the 'deleted' filter.

Note:
1. By default, only changes from the primary workspace will be returned for accounts on the Employee Support Mode. For Changes from other workspaces, use the workspace_id query parameter.
2. If a workspace_id is not specified as a URL parameter, only changes from the primary workspace will be included in the response. If workspace_id is defined as 0, changes from across all workspaces will be included in the response with just the global fields. Applicable only to accounts in the Employee Support Mode.
3. The view and query parameters can only be used in isolation in an API request and cannot be used together.

Filter by Handle
Query /api/v2/changes?query="priority:4%20OR%20priority:3"
Filter your results using the query parameter.
Use Freshservice fields to filter out records based on field values. Query Format - "(change_field:integer OR change_field:'string') AND change_field:boolean"
View /api/v2/changes?view=my_open
Accepts the name or ID of the views created in the Change management module. Accepts values of the default view or the ID of a custom view.
Updated since /api/v2/changes?updated_since=2024-10-19T02:00:00Z
Changes updated since the specified date.
Workspace ID /api/v2/changes?workspace_id=2
Filters changes based on the workspace ID.
Sort by Handle
Order by /api/v2/changes?order_by=priority
The field by which the results should be sorted
Order type /api/v2/changes?order_type=asc
The order of sorting. Values can be asc for ascending and desc for descending. Order is desc by default.
Pagination Handle
Per page /api/v2/changes?per_page=50
The number of results to display per page. The default is 30, and users can set this to any value between 1 and 100
Page /api/v2/changes?page=5
The page number to retrieve.
get /api/v2/changes
OAuth 2.0 Scope
freshservice.changes.view
Sample code | Curl 
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curl -v -u api_key:X -X GET 'https://domain.freshservice.com/api/v2/changes'
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Response 
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{
  "changes": [
    {
      "id": 2,
      "agent_id": null,
      "description": "",
      "description_text": null,
      "workspace_id": 2,
      "requester_id": 3,
      "group_id": null,
      "priority": 1,
      "impact": 1,
      "status": 1,
      "risk": 1,
      "change_type": 1,
      "approval_status": 4,
      "planned_start_date": "2021-01-10T17:47:11.030Z",
      "planned_end_date": "2021-01-11T17:47:11.030Z",
      "subject": "Upgrade Web Server",
      "department_id": null,
      "category": null,
      "sub_category": null,
      "item_category": null,
      "created_at": "2019-07-18T14:15:42Z",
      "updated_at": "2019-07-18T14:15:42Z",
      "custom_fields": {
        "custom_text": null,
        "custom_paragraph": null,
        "custom_checkbox": false,
        "custom_number": null,
        "custom_dropdown": null,
        "custom_date": null,
        "custom_decimal": null
      },
      "assets": [],
      "impacted_services": [],
      "maintenance_window": {
        "id": 1,
        "name": "Weekly Maintenance Window",
        "description": "Weekly Maintenance Window",
        "window_start_date": "2021-01-10T17:47:11.030Z",
        "window_end_date": "2021-01-11T17:47:11.030Z"
      },
      "blackout_window": {
        "id": 1,
        "name": "Monthly Downtime",
        "description": "Monthly Downtime",
        "window_start_date": "2021-01-10T17:47:11.030Z",
        "window_end_date": "2021-01-11T17:47:11.030Z"
      }
    },
    {
      "id": 1,
      "agent_id": null,
      "description": "<div>Hi Team, <br/><br/> One of our email servers, Exchange Server (ES3) has been acting up.  We tried rebooting it, but that didn’t help. We need to get it replaced ASAP. <br/><br/>Regards<br/> Rachel<br/> </div>",
      "description_text": "Hi Team,    One of our email servers, Exchange Server (ES3) has been acting up.  We tried rebooting it, but that didn’t help. We need to get it replaced ASAP.   Regards  Rachel",
      "workspace_id": 2,
      "requester_id": 4,
      "group_id": null,
      "priority": 1,
      "impact": 1,
      "status": 1,
      "risk": 1,
      "change_type": 1,
      "approval_status": 4,
      "planned_start_date": "2019-08-01T14:15:22Z",
      "planned_end_date": "2019-08-01T14:15:22Z",
      "subject": "Getting ES3 back up to speed",
      "department_id": null,
      "category": null,
      "sub_category": null,
      "item_category": null,
      "created_at": "2019-07-18T14:15:22Z",
      "updated_at": "2019-07-18T14:15:22Z",
      "assets": [],
      "impacted_services": [
        {
          "name": "Test service 1",
          "display_id": 1,
          "impact": 1,
          "description": 1,
          "agent_id": 1,
          "asset_tag": "ASSET-5",
          "group_id": 1,
          "department_id": 1
        }
      ],
      "maintenance_window": {},
      "blackout_window": {}
    }
  ]
}
EXPAND ↓
Query

Filter your results using the query parameter. Use Freshservice fields to filter out records based on field values. You may also use custom fields created in your account to filter through changes and obtain a list of changes matching the specified fields.

FILTER QUERY FORMAT:
/api/v2/changes?query="'change_field1' OR 'change_field2'"

Note:
1. The query must be URL-encoded
2. A query can be framed using the change field name in the snake case, which can be obtained from Change Fields endpoint. Change Fields are case-sensitive
3. Query string must be enclosed between a pair of double quotes and can have up to 512 characters
4. Logical operators AND, OR within parentheses () can be used to group conditions.
For example: Queries can be combined using AND or OR.
https://domain.freshservice.com/api/v2/changes?query="priority: 1 AND status: 2 OR urgency: 3"
5. Supported operators
a. Use ':' for equal to (=)
 b. Use ':>' for greater than or equal to (≧)
 c. Use ':<' for less than or equal to (≦)
 d. Use '!:' for not equals (≠)
 Please note: Only :> and :< are supported for date and date_time fields
6. Formatting:
a. String fields: To be enclosed in single quotes ('')
b. Number fields: To be given as a number without quotes.
c. Date fields: Date and date_time fields to be enclosed in single quotes('yyyy-mm-dd'). Input for date fields should be in UTC Format
7. The default number of objects returned per page is 30. The total count of the results will be returned along with the result.
8. To scroll through pages, add the page parameter to the URL
9. To filter for agents and groups with no values assigned, use the null keyword

Additional examples

1. Get the list of changes that are being unassigned to the agent whose credentials were used to make this API call.

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 curl -v -u api_key:X -X GET 'https://domain.freshservice.com/api/v2/changes?view=unassigned'
EXPAND ↓

2. Get the first page of a list of changes from the specified requestor. The changes will be returned in the descending order.

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 curl -v -u api_key:X -X GET 'https://domain.freshservice.com/api/v2/changes?requester_id=1230&order_type=desc'
EXPAND ↓

3. Get the second page (changes from 11-20) of a list of all changes.

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 curl -v -u api_key:X -X GET 'https://domain.freshservice.com/api/v2/changes?per_page=10&page=2'
EXPAND ↓

4. Get the first page of a list of changes that have shown any activity since the 17th of August, 2015.

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 curl -v -u api_key:X -X GET 'https://domain.freshservice.com/api/v2/changes?updated_since=2015-08-17'
EXPAND ↓

5. Get the list of Urgent and High priority changes ('priority:4 OR priority:3').

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 curl -v -u api_key:X -X GET 'https://domain.freshservice.com/api/v2/changes?query="priority:4%20OR%20priority:3"'
EXPAND ↓

6. Get the list of Urgent and High priority changes in Open Status belong to the group_id 11 ('priority:3 AND group_id:11 AND status:1')

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 curl -v -u api_key:X -X GET 'https://domain.freshservice.com/api/v2/changes?query="priority:>3%20AND%20group_id:11%20AND%20status:1"'
EXPAND ↓

7. Get the list of Urgent and High priority changes ('priority:4 OR priority:3') from all accessible workspaces

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 curl -v -u api_key:X -X GET 'https://domain.freshservice.com/api/v2/changes?workspace_id=0&query="priority%3A4%20OR%20priority%3A3"'
EXPAND ↓

Update a Change

Update an existing Change request in Freshservice

Note:
The workspace_id attribute cannot be updated through the Update operation. It can only be updated through the Move operation.

put /api/v2/changes/[id]
OAuth 2.0 Scope
freshservice.changes.edit
Sample code | Curl 
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curl -v -u api_key:X -H "Content-Type: application/json" -X PUT -d '{ "priority": 3 }' 'https://domain.freshservice.com/api/v2/changes/1'
EXPAND ↓
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{
     "change": {
        "id": 1,
        "agent_id": 1,
        "description":"<div>Hi Team, <br/><br/> One of our email servers, Exchange Server (ES3) has been acting up.  We tried rebooting it, but that didn’t help. We need to get it replaced ASAP. <br/><br/>Regards<br/> Rachel<br/> </div>",
        "description_text": "Hi Team,    One of our email servers, Exchange Server (ES3) has been acting up.  We tried rebooting it, but that didn’t help. We need to get it replaced ASAP.   Regards  Rachel",,
        "workspace_id": 3,
        "requester_id": 1,
        "group_id": 1,
        "priority": 3,
        "impact": 1,
        "status": 1,
        "risk": 1,
        "change_type": 1,
        "approval_status": 4,
        "planned_start_date": "2019-03-20T16:18:46Z",
        "planned_end_date": "2019-03-23T16:18:46Z",
        "subject": "Getting ES3 back up to speed",
        "department_id": 1,
        "category": null,
        "sub_category": null,
        "item_category": null,
        "created_at": "2019-07-11T06:30:45Z",
        "updated_at": "2019-07-11T06:30:45Z",
        "custom_fields": {
            "custom_text": null,
            "custom_paragraph": null,
            "custom_checkbox": false,
            "custom_number": null,
            "custom_dropdown": null,
            "custom_date": null,
            "custom_decimal": null
        },
        "planning_fields": {},
        "assets": []
    }
}
EXPAND ↓

Update Change with attachment

Note:
1. This API request must have its Content-Type set to multipart/form-data.
2. For more information on attachment refer to this section.

Sample code | Curl 
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curl -v -u api_key:X -F 'priority=2' -F 'impact=2' -F 'risk=2' -F 'attachments[]=@/Users/user/Desktop/api2.png' -X PUT 'https://domain.freshservice.com/api/v2/changes/25'
EXPAND ↓
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{
   "change": {
       "id": 25,
       "agent_id": null,
       "description": "<div>Hi Team, One of our email servers, Exchange Server (ES3) has been acting up. We tried rebooting it, but that didn’t help. We need to get it replaced ASAP. Regards Rachel</div>",
       "description_text": "Hi Team, One of our email servers, Exchange Server (ES3) has been acting up. We tried rebooting it, but that didn’t help. We need to get it replaced ASAP. Regards Rachel",
       "maintenance_window": {},
       "blackout_window": {},
       "workspace_id": 3,
       "requester_id": 1232463344,
       "group_id": null,
       "priority": 2,
       "impact": 2,
       "status": 2,
       "risk": 2,
       "change_type": 1,
       "approval_status": 4,
       "planned_start_date": "2021-04-20T16:18:46Z",
       "planned_end_date": "2021-05-20T16:18:46Z",
       "change_window_id": null,
       "subject": "Getting ES3 back up to speed",
       "department_id": null,
       "category": null,
       "sub_category": null,
       "item_category": null,
       "created_at": "2021-04-12T16:59:07Z",
       "updated_at": "2021-04-12T17:04:41Z",
       "custom_fields": {
           "requester": null,
           "subject": null,
           "change_type": null,
           "status": null,
           "priority": null,
           "impact": null,
           "risk": null,
           "group": null,
           "agent": null,
           "description": null,
           "planned_start_date": null,
           "planned_end_date": null,
           "department": null,
           "category": null,
           "change_window": null
       },
       "planning_fields": {
           "custom_fields": {}
       },
       "assets": []
   }
}
EXPAND ↓

Move a Change

This API moves a change to a different workspace, while also allowing the assigned group and agent to be modified.

Note:
This endpoint is applicable only to accounts on the Employee Support Mode.

put /api/v2/changes/[id]/move_workspace
OAuth 2.0 Scope
freshservice.changes.edit
Sample code | Curl 
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curl -v -u api_key:X -X PUT -d '{ "workspace_id": 3, "group_id": 3, "owner_id": 4 }' 'https://domain.freshservice.com/api/v2/changes/1/move_workspace'
EXPAND ↓
Response 
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{
     "change": {
        "id": 1,
        "agent_id": 4,
        "description":"<div>Hi Team, <br/><br/> One of our email servers, Exchange Server (ES3) has been acting up.  We tried rebooting it, but that didn’t help. We need to get it replaced ASAP. <br/><br/>Regards<br/> Rachel<br/> </div>",
        "description_text": "Hi Team,    One of our email servers, Exchange Server (ES3) has been acting up.  We tried rebooting it, but that didn’t help. We need to get it replaced ASAP.   Regards  Rachel",,
        "workspace_id": 3,
        "requester_id": 1,
        "group_id": 4,
        "priority": 3,
        "impact": 1,
        "status": 1,
        "risk": 1,
        "change_type": 1,
        "approval_status": 4,
        "planned_start_date": "2019-03-20T16:18:46Z",
        "planned_end_date": "2019-03-23T16:18:46Z",
        "subject": "Getting ES3 back up to speed",
        "department_id": 1,
        "category": null,
        "sub_category": null,
        "item_category": null,
        "created_at": "2019-07-11T06:30:45Z",
        "updated_at": "2019-07-11T06:30:45Z",
        "custom_fields": {
            "custom_text": null,
            "custom_paragraph": null,
            "custom_checkbox": false,
            "custom_number": null,
            "custom_dropdown": null,
            "custom_date": null,
            "custom_decimal": null
        },
        "planning_fields": {},
        "assets": []
    }
}
EXPAND ↓

Delete a Change

Delete the Change request with the given ID from Freshservice.

Note: Deleted changes are not permanently lost. You can retrieve them using the Restore Change API.

delete /api/v2/changes/[id]
OAuth 2.0 Scope
freshservice.changes.delete
Sample code | Curl 
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curl -v -u api_key:X -X DELETE 'https://domain.freshservice.com/api/v2/changes/1'
EXPAND ↓
Response 
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HTTP Status: 204 No Content
EXPAND ↓
Sample code | Ruby 
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require "rubygems"
require "rest_client"
require "json"

value = 58 #pass the change display_id here.
site = RestClient::Resource.new("https://domain.freshservice.com/itil/changes/#{value}.json","user@yourcompany.com","test")
response = site.delete(:accept=>"application/json")
puts "response: #{response.code} \n #{response.body}"
EXPAND ↓

Restore a Change

The API mentioned previously. If you deleted some changes and regret doing so now, this API will help you restore them.

put /api/v2/changes/[id]/restore
OAuth 2.0 Scope
freshservice.changes.delete
Sample code | Curl 
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curl -v -u api_key:X -H "Content-Type: application/json" -X PUT -d '' 'https://domain.freshservice.com/api/v2/changes/1/restore'
EXPAND ↓
Response 
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HTTP Status: 204 No Content
EXPAND ↓

List All Change Fields

Retrieve all the Fields that constitute the Change Object

Note:
By default, only global fields and fields from the primary workspace will be returned for accounts on the Employee Support Mode. For fields from other workspaces, use the workspace_id filter.

Change Fields
Change field Description
id Unique ID of the Field
workspace_id ID of the workspace to which this change field belongs. This attribute is applicable only to accounts on the Employee Support Mode.
created_at Date time at which the field was added
updated_at Date time at which the field was modified
name Name of the field
label Label of the field for display
description Description of the field
field_type Indicates if the field is a checkbox, dropdown, text field
required True if the field is marked mandatory
required_for_closure True if the field is marked mandatory while closing the Release item
default_field True if the field is a default field. False if customm
choices List of values supported by the field
nested_fields contain details of nested fields
get /api/v2/change_form_fields
OAuth 2.0 Scope
freshservice.changes.view
Sample code | Curl 
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curl -v -u api_key:X -X GET 'https://domain.freshservice.com/api/v2/change_form_fields'
EXPAND ↓
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{
    "change_fields": [
        {
            "id": 187897,
            "created_at": "2023-01-19T17:25:21Z",
            "updated_at": "2023-01-27T16:35:34Z",
            "name": "workspace_id",
            "label": "Workspace",
            "description": "Default Workspace",
            "field_type": "default_workspace",
            "required": true,
            "required_for_closure": true,
            "position": 0,
            "default_field": true,
            "choices": [],
            "nested_fields": [],
            "workspace_id": null
        },
        {
            "id": 187882,
            "created_at": "2023-01-19T17:25:21Z",
            "updated_at": "2023-01-19T17:25:21Z",
            "name": "requester",
            "label": "Requester",
            "description": "Change requester",
            "field_type": "default_requester",
            "required": true,
            "required_for_closure": false,
            "position": 1,
            "default_field": true,
            "choices": [],
            "nested_fields": [],
            "workspace_id": 1
        },
        {
            "id": 187883,
            "created_at": "2023-01-19T17:25:21Z",
            "updated_at": "2023-01-19T17:25:21Z",
            "name": "subject",
            "label": "Subject",
            "description": "Change subject",
            "field_type": "default_subject",
            "required": true,
            "required_for_closure": false,
            "position": 2,
            "default_field": true,
            "choices": [],
            "nested_fields": [],
            "workspace_id": 1
        },
        {
            "id": 187884,
            "created_at": "2023-01-19T17:25:21Z",
            "updated_at": "2023-01-19T17:25:21Z",
            "name": "change_type",
            "label": "Type",
            "description": "Change Type",
            "field_type": "default_change_type",
            "required": true,
            "required_for_closure": false,
            "position": 3,
            "default_field": true,
            "choices": [
                {
                    "id": 1,
                    "value": "Minor"
                },
                {
                    "id": 2,
                    "value": "Standard"
                },
                {
                    "id": 3,
                    "value": "Major"
                },
                {
                    "id": 4,
                    "value": "Emergency"
                }
            ],
            "nested_fields": [],
            "workspace_id": 1
        },
        {
            "id": 187885,
            "created_at": "2023-01-19T17:25:21Z",
            "updated_at": "2023-01-19T17:25:21Z",
            "name": "status",
            "label": "Status",
            "description": "Change status",
            "field_type": "default_status",
            "required": true,
            "required_for_closure": false,
            "position": 4,
            "default_field": true,
            "choices": [
                {
                    "id": 1,
                    "value": "Open"
                },
                {
                    "id": 2,
                    "value": "Planning"
                },
                {
                    "id": 3,
                    "value": "Awaiting Approval"
                },
                {
                    "id": 4,
                    "value": "Pending Release"
                },
                {
                    "id": 5,
                    "value": "Pending Review"
                },
                {
                    "id": 6,
                    "value": "Closed"
                }
            ],
            "nested_fields": [],
            "workspace_id": 1
        },
        {
            "id": 187886,
            "created_at": "2023-01-19T17:25:21Z",
            "updated_at": "2023-01-19T17:25:21Z",
            "name": "priority",
            "label": "Priority",
            "description": "Change priority",
            "field_type": "default_priority",
            "required": true,
            "required_for_closure": false,
            "position": 5,
            "default_field": true,
            "choices": [
                {
                    "id": 1,
                    "value": "Low"
                },
                {
                    "id": 2,
                    "value": "Medium"
                },
                {
                    "id": 3,
                    "value": "High"
                },
                {
                    "id": 4,
                    "value": "Urgent"
                }
            ],
            "nested_fields": [],
            "workspace_id": 1
        },
        {
            "id": 187887,
            "created_at": "2023-01-19T17:25:21Z",
            "updated_at": "2023-01-19T17:25:21Z",
            "name": "impact",
            "label": "Impact",
            "description": "Change impact",
            "field_type": "default_impact",
            "required": true,
            "required_for_closure": false,
            "position": 6,
            "default_field": true,
            "choices": [
                {
                    "id": 1,
                    "value": "Low"
                },
                {
                    "id": 2,
                    "value": "Medium"
                },
                {
                    "id": 3,
                    "value": "High"
                }
            ],
            "nested_fields": [],
            "workspace_id": 1
        },
        {
            "id": 187888,
            "created_at": "2023-01-19T17:25:21Z",
            "updated_at": "2023-01-19T17:25:21Z",
            "name": "risk",
            "label": "Risk",
            "description": "Change Risk",
            "field_type": "default_risk",
            "required": true,
            "required_for_closure": false,
            "position": 7,
            "default_field": true,
            "choices": [
                {
                    "id": 1,
                    "value": "Low"
                },
                {
                    "id": 2,
                    "value": "Medium"
                },
                {
                    "id": 3,
                    "value": "High"
                },
                {
                    "id": 4,
                    "value": "Very High"
                }
            ],
            "nested_fields": [],
            "workspace_id": 1
        },
        {
            "id": 187889,
            "created_at": "2023-01-19T17:25:21Z",
            "updated_at": "2023-01-19T17:25:21Z",
            "name": "group",
            "label": "Group",
            "description": "Change Group",
            "field_type": "default_group",
            "required": false,
            "required_for_closure": false,
            "position": 8,
            "default_field": true,
            "choices": [],
            "nested_fields": [],
            "workspace_id": 1
        },
        {
            "id": 187890,
            "created_at": "2023-01-19T17:25:21Z",
            "updated_at": "2023-01-19T17:25:21Z",
            "name": "agent",
            "label": "Assigned To",
            "description": "Assigned To",
            "field_type": "default_agent",
            "required": false,
            "required_for_closure": false,
            "position": 9,
            "default_field": true,
            "choices": [],
            "nested_fields": [],
            "workspace_id": 1
        },
        {
            "id": 187891,
            "created_at": "2023-01-19T17:25:21Z",
            "updated_at": "2023-01-19T17:25:21Z",
            "name": "description",
            "label": "Description",
            "description": "Change description",
            "field_type": "default_description",
            "required": true,
            "required_for_closure": false,
            "position": 10,
            "default_field": true,
            "choices": [],
            "nested_fields": [],
            "workspace_id": 1
        },
        {
            "id": 187892,
            "created_at": "2023-01-19T17:25:21Z",
            "updated_at": "2023-01-19T17:25:21Z",
            "name": "planned_start_date",
            "label": "Planned Start Date",
            "description": "Planned Start Date",
            "field_type": "default_planned_start_date",
            "required": true,
            "required_for_closure": false,
            "position": 11,
            "default_field": true,
            "choices": [],
            "nested_fields": [],
            "workspace_id": 1
        },
        {
            "id": 187893,
            "created_at": "2023-01-19T17:25:21Z",
            "updated_at": "2023-01-19T17:25:21Z",
            "name": "planned_end_date",
            "label": "Planned End Date",
            "description": "Planned End Date",
            "field_type": "default_planned_end_date",
            "required": true,
            "required_for_closure": false,
            "position": 12,
            "default_field": true,
            "choices": [],
            "nested_fields": [],
            "workspace_id": 1
        },
        {
            "id": 187894,
            "created_at": "2023-01-19T17:25:21Z",
            "updated_at": "2023-01-19T17:25:21Z",
            "name": "department",
            "label": "Department",
            "description": "Select the department, the change belongs to.",
            "field_type": "default_department",
            "required": false,
            "required_for_closure": false,
            "position": 13,
            "default_field": true,
            "choices": [],
            "nested_fields": [],
            "workspace_id": 1
        },
        {
            "id": 187895,
            "created_at": "2023-01-19T17:25:21Z",
            "updated_at": "2023-01-19T17:25:21Z",
            "name": "category",
            "label": "Category",
            "description": "Change category",
            "field_type": "default_category",
            "required": false,
            "required_for_closure": false,
            "position": 14,
            "default_field": true,
            "choices": [
                {
                    "id": 53978,
                    "display_id": 1,
                    "value": "Hardware",
                    "nested_options": [
                        {
                            "id": 53979,
                            "display_id": 2,
                            "value": "Computer",
                            "nested_options": [
                                {
                                    "id": 53980,
                                    "display_id": 3,
                                    "value": "Mac"
                                },
                                {
                                    "id": 53981,
                                    "display_id": 4,
                                    "value": "PC"
                                }
                            ]
                        },
                        {
                            "id": 53982,
                            "display_id": 5,
                            "value": "Printer",
                            "nested_options": []
                        },
                        {
                            "id": 53983,
                            "display_id": 6,
                            "value": "Phone",
                            "nested_options": []
                        },
                        {
                            "id": 53984,
                            "display_id": 7,
                            "value": "Peripherals",
                            "nested_options": [
                                {
                                    "id": 53985,
                                    "display_id": 8,
                                    "value": "Router"
                                },
                                {
                                    "id": 53986,
                                    "display_id": 9,
                                    "value": "Switch"
                                },
                                {
                                    "id": 53987,
                                    "display_id": 10,
                                    "value": "Access point"
                                }
                            ]
                        }
                    ]
                },
                {
                    "id": 53988,
                    "display_id": 11,
                    "value": "Software",
                    "nested_options": [
                        {
                            "id": 53989,
                            "display_id": 12,
                            "value": "MS Office",
                            "nested_options": []
                        },
                        {
                            "id": 53990,
                            "display_id": 13,
                            "value": "Adobe Reader",
                            "nested_options": []
                        },
                        {
                            "id": 53991,
                            "display_id": 14,
                            "value": "Windows",
                            "nested_options": []
                        },
                        {
                            "id": 53992,
                            "display_id": 15,
                            "value": "Chrome",
                            "nested_options": []
                        }
                    ]
                },
                {
                    "id": 53993,
                    "display_id": 16,
                    "value": "Network",
                    "nested_options": [
                        {
                            "id": 53994,
                            "display_id": 17,
                            "value": "Access",
                            "nested_options": []
                        },
                        {
                            "id": 53995,
                            "display_id": 18,
                            "value": "Connectivity",
                            "nested_options": []
                        }
                    ]
                },
                {
                    "id": 53996,
                    "display_id": 19,
                    "value": "Office Applications",
                    "nested_options": [
                        {
                            "id": 53997,
                            "display_id": 20,
                            "value": "HR",
                            "nested_options": [
                                {
                                    "id": 53998,
                                    "display_id": 21,
                                    "value": "Oracle"
                                },
                                {
                                    "id": 53999,
                                    "display_id": 22,
                                    "value": "SmartRecruiter"
                                }
                            ]
                        },
                        {
                            "id": 54000,
                            "display_id": 23,
                            "value": "Design",
                            "nested_options": [
                                {
                                    "id": 54001,
                                    "display_id": 24,
                                    "value": "Photoshop"
                                },
                                {
                                    "id": 54002,
                                    "display_id": 25,
                                    "value": "Creative Cloud"
                                },
                                {
                                    "id": 54003,
                                    "display_id": 26,
                                    "value": "Canva"
                                }
                            ]
                        }
                    ]
                },
                {
                    "id": 54004,
                    "display_id": 27,
                    "value": "Office Furniture",
                    "nested_options": [
                        {
                            "id": 54005,
                            "display_id": 28,
                            "value": "Cabinet",
                            "nested_options": []
                        },
                        {
                            "id": 54006,
                            "display_id": 29,
                            "value": "Desk",
                            "nested_options": []
                        },
                        {
                            "id": 54007,
                            "display_id": 30,
                            "value": "Chair",
                            "nested_options": []
                        }
                    ]
                },
                {
                    "id": 54008,
                    "display_id": 31,
                    "value": "Office Equipment ",
                    "nested_options": [
                        {
                            "id": 54009,
                            "display_id": 32,
                            "value": "Laptop",
                            "nested_options": []
                        },
                        {
                            "id": 54010,
                            "display_id": 33,
                            "value": "Printer",
                            "nested_options": []
                        },
                        {
                            "id": 54011,
                            "display_id": 34,
                            "value": "Desktop",
                            "nested_options": []
                        }
                    ]
                },
                {
                    "id": 54012,
                    "display_id": 35,
                    "value": "Employee Benefits",
                    "nested_options": [
                        {
                            "id": 54013,
                            "display_id": 36,
                            "value": "Health Insurance",
                            "nested_options": []
                        },
                        {
                            "id": 54014,
                            "display_id": 37,
                            "value": "Life Insurance",
                            "nested_options": []
                        },
                        {
                            "id": 54015,
                            "display_id": 38,
                            "value": "Retirement",
                            "nested_options": []
                        },
                        {
                            "id": 54016,
                            "display_id": 39,
                            "value": "Tuition Reimbursement",
                            "nested_options": []
                        },
                        {
                            "id": 54017,
                            "display_id": 40,
                            "value": "Financial Assistance",
                            "nested_options": []
                        },
                        {
                            "id": 54018,
                            "display_id": 41,
                            "value": "Relocation Assistance",
                            "nested_options": []
                        }
                    ]
                },
                {
                    "id": 54019,
                    "display_id": 42,
                    "value": "Employee Records and Documents",
                    "nested_options": [
                        {
                            "id": 54020,
                            "display_id": 43,
                            "value": "Verification Letter",
                            "nested_options": []
                        },
                        {
                            "id": 54021,
                            "display_id": 44,
                            "value": "Visa",
                            "nested_options": []
                        }
                    ]
                },
                {
                    "id": 54022,
                    "display_id": 45,
                    "value": "Employee Onboarding/Offboarding",
                    "nested_options": [
                        {
                            "id": 54023,
                            "display_id": 46,
                            "value": "Onboarding",
                            "nested_options": []
                        },
                        {
                            "id": 54024,
                            "display_id": 47,
                            "value": "Offboarding",
                            "nested_options": []
                        },
                        {
                            "id": 54025,
                            "display_id": 48,
                            "value": "Termination",
                            "nested_options": []
                        }
                    ]
                },
                {
                    "id": 54026,
                    "display_id": 49,
                    "value": "Talent Management",
                    "nested_options": [
                        {
                            "id": 54027,
                            "display_id": 50,
                            "value": "New role",
                            "nested_options": []
                        },
                        {
                            "id": 54028,
                            "display_id": 51,
                            "value": "Hiring request",
                            "nested_options": []
                        },
                        {
                            "id": 54029,
                            "display_id": 52,
                            "value": "Internal Transfer",
                            "nested_options": []
                        }
                    ]
                },
                {
                    "id": 54030,
                    "display_id": 53,
                    "value": "Employee Relations",
                    "nested_options": [
                        {
                            "id": 54031,
                            "display_id": 54,
                            "value": "Harrasment",
                            "nested_options": []
                        }
                    ]
                },
                {
                    "id": 54032,
                    "display_id": 55,
                    "value": "Workplace Access and Security",
                    "nested_options": [
                        {
                            "id": 54033,
                            "display_id": 56,
                            "value": "Access badge",
                            "nested_options": []
                        },
                        {
                            "id": 54034,
                            "display_id": 57,
                            "value": "Biometric system",
                            "nested_options": []
                        },
                        {
                            "id": 54035,
                            "display_id": 58,
                            "value": "Surveillance system",
                            "nested_options": []
                        },
                        {
                            "id": 54036,
                            "display_id": 59,
                            "value": "Alarms",
                            "nested_options": []
                        },
                        {
                            "id": 54037,
                            "display_id": 60,
                            "value": "Lighting in parking lots",
                            "nested_options": []
                        },
                        {
                            "id": 54038,
                            "display_id": 61,
                            "value": "After-hours access",
                            "nested_options": []
                        }
                    ]
                },
                {
                    "id": 54039,
                    "display_id": 62,
                    "value": "Travel",
                    "nested_options": [
                        {
                            "id": 54040,
                            "display_id": 63,
                            "value": "Accomodation",
                            "nested_options": []
                        },
                        {
                            "id": 54041,
                            "display_id": 64,
                            "value": "Flight Booking",
                            "nested_options": []
                        },
                        {
                            "id": 54042,
                            "display_id": 65,
                            "value": "Car rental",
                            "nested_options": []
                        }
                    ]
                },
                {
                    "id": 54043,
                    "display_id": 66,
                    "value": "Building and Grounds Maintenance",
                    "nested_options": [
                        {
                            "id": 54044,
                            "display_id": 67,
                            "value": "Electrical",
                            "nested_options": []
                        },
                        {
                            "id": 54045,
                            "display_id": 68,
                            "value": "Plumbing",
                            "nested_options": []
                        },
                        {
                            "id": 54046,
                            "display_id": 69,
                            "value": "HVAC",
                            "nested_options": []
                        },
                        {
                            "id": 54047,
                            "display_id": 70,
                            "value": "Furniture",
                            "nested_options": []
                        },
                        {
                            "id": 54048,
                            "display_id": 71,
                            "value": "Equipment",
                            "nested_options": []
                        },
                        {
                            "id": 54049,
                            "display_id": 72,
                            "value": "Painting",
                            "nested_options": []
                        },
                        {
                            "id": 54050,
                            "display_id": 73,
                            "value": "Landscaping",
                            "nested_options": []
                        },
                        {
                            "id": 54051,
                            "display_id": 74,
                            "value": "Pest Control",
                            "nested_options": []
                        },
                        {
                            "id": 54052,
                            "display_id": 75,
                            "value": "Cleaning",
                            "nested_options": []
                        }
                    ]
                },
                {
                    "id": 54053,
                    "display_id": 76,
                    "value": "Vendor Document Review",
                    "nested_options": [
                        {
                            "id": 54054,
                            "display_id": 77,
                            "value": "NDA",
                            "nested_options": []
                        },
                        {
                            "id": 54055,
                            "display_id": 78,
                            "value": "POC",
                            "nested_options": []
                        },
                        {
                            "id": 54056,
                            "display_id": 79,
                            "value": "EULA",
                            "nested_options": []
                        },
                        {
                            "id": 54057,
                            "display_id": 80,
                            "value": "SOW",
                            "nested_options": []
                        }
                    ]
                },
                {
                    "id": 54058,
                    "display_id": 81,
                    "value": "Payroll",
                    "nested_options": [
                        {
                            "id": 54059,
                            "display_id": 82,
                            "value": "Setup",
                            "nested_options": []
                        },
                        {
                            "id": 54060,
                            "display_id": 83,
                            "value": "Payslip",
                            "nested_options": []
                        },
                        {
                            "id": 54061,
                            "display_id": 84,
                            "value": "Salary",
                            "nested_options": []
                        },
                        {
                            "id": 54062,
                            "display_id": 85,
                            "value": "Bonus",
                            "nested_options": []
                        },
                        {
                            "id": 54063,
                            "display_id": 86,
                            "value": "Overtime",
                            "nested_options": []
                        }
                    ]
                },
                {
                    "id": 54064,
                    "display_id": 87,
                    "value": "Vendor Payment",
                    "nested_options": [
                        {
                            "id": 54065,
                            "display_id": 88,
                            "value": "New registration",
                            "nested_options": []
                        },
                        {
                            "id": 54066,
                            "display_id": 89,
                            "value": "Modify details",
                            "nested_options": []
                        },
                        {
                            "id": 54067,
                            "display_id": 90,
                            "value": "Payment issues",
                            "nested_options": []
                        }
                    ]
                },
                {
                    "id": 54068,
                    "display_id": 91,
                    "value": "Customer Payment",
                    "nested_options": [
                        {
                            "id": 54069,
                            "display_id": 92,
                            "value": "Refund",
                            "nested_options": []
                        },
                        {
                            "id": 54070,
                            "display_id": 93,
                            "value": "Credit Note",
                            "nested_options": []
                        },
                        {
                            "id": 54071,
                            "display_id": 94,
                            "value": "Invoice issues",
                            "nested_options": []
                        }
                    ]
                },
                {
                    "id": 54072,
                    "display_id": 95,
                    "value": "Reimbursements and Advances",
                    "nested_options": [
                        {
                            "id": 54073,
                            "display_id": 96,
                            "value": "Business Expenses",
                            "nested_options": []
                        },
                        {
                            "id": 54074,
                            "display_id": 97,
                            "value": "Corporate Credit Card",
                            "nested_options": []
                        },
                        {
                            "id": 54075,
                            "display_id": 98,
                            "value": "Cash Advance",
                            "nested_options": []
                        }
                    ]
                },
                {
                    "id": 54076,
                    "display_id": 99,
                    "value": "Legal Document Creation",
                    "nested_options": [
                        {
                            "id": 54077,
                            "display_id": 100,
                            "value": "MOU",
                            "nested_options": []
                        },
                        {
                            "id": 54078,
                            "display_id": 101,
                            "value": "NDA",
                            "nested_options": []
                        }
                    ]
                },
                {
                    "id": 54079,
                    "display_id": 102,
                    "value": "Legal Review - Vendor Documents",
                    "nested_options": [
                        {
                            "id": 54080,
                            "display_id": 103,
                            "value": "NDA",
                            "nested_options": []
                        },
                        {
                            "id": 54081,
                            "display_id": 104,
                            "value": "POC",
                            "nested_options": []
                        },
                        {
                            "id": 54082,
                            "display_id": 105,
                            "value": "EULA",
                            "nested_options": []
                        },
                        {
                            "id": 54083,
                            "display_id": 106,
                            "value": "SOW",
                            "nested_options": []
                        },
                        {
                            "id": 54084,
                            "display_id": 107,
                            "value": "MSA",
                            "nested_options": []
                        }
                    ]
                },
                {
                    "id": 54085,
                    "display_id": 108,
                    "value": "Legal Review - Customer Documents",
                    "nested_options": [
                        {
                            "id": 54086,
                            "display_id": 109,
                            "value": "NDA",
                            "nested_options": []
                        },
                        {
                            "id": 54087,
                            "display_id": 110,
                            "value": "POC",
                            "nested_options": []
                        },
                        {
                            "id": 54088,
                            "display_id": 111,
                            "value": "EULA",
                            "nested_options": []
                        },
                        {
                            "id": 54089,
                            "display_id": 112,
                            "value": "SOW",
                            "nested_options": []
                        },
                        {
                            "id": 54090,
                            "display_id": 113,
                            "value": "MSA",
                            "nested_options": []
                        }
                    ]
                },
                {
                    "id": 54091,
                    "display_id": 114,
                    "value": "Other",
                    "nested_options": []
                }
            ],
            "nested_fields": [
                {
                    "id": 24603,
                    "created_at": "2023-01-19T17:25:21Z",
                    "updated_at": "2023-01-19T17:25:21Z",
                    "name": "sub_category",
                    "label": "Sub-Category",
                    "level": 2,
                    "field_id": 187895
                },
                {
                    "id": 24604,
                    "created_at": "2023-01-19T17:25:21Z",
                    "updated_at": "2023-01-19T17:25:21Z",
                    "name": "item_category",
                    "label": "Item",
                    "level": 3,
                    "field_id": 187895
                }
            ],
            "workspace_id": 1
        },
        {
            "id": 187896,
            "created_at": "2023-01-19T17:25:21Z",
            "updated_at": "2023-01-19T17:25:21Z",
            "name": "change_window",
            "label": "Maintenance Window",
            "description": "Default Maintenance window",
            "field_type": "default_change_window",
            "required": false,
            "required_for_closure": false,
            "position": 15,
            "default_field": true,
            "choices": [],
            "nested_fields": [],
            "workspace_id": 1
        },
        {
            "id": 188956,
            "created_at": "2023-01-30T03:02:02Z",
            "updated_at": "2023-01-30T03:02:02Z",
            "name": "it_field",
            "label": "IT field",
            "description": "",
            "field_type": "custom_text",
            "required": false,
            "required_for_closure": false,
            "position": 15,
            "default_field": false,
            "choices": [],
            "nested_fields": [],
            "workspace_id": 2
        },
        {
            "id": 1042273121,
            "created_at": "2023-10-27T13:10:28Z",
            "updated_at": "2023-10-27T13:10:28Z",
            "name": "custom_dropdowm",
            "label": "Custom dropdowm",
            "description": "",
            "field_type": "custom_dropdown",
            "required": false,
            "required_for_closure": false,
            "position": 15,
            "default_field": false,
            "choices": [
                {
                    "id": 6781236,
                    "display_id": 1,
                    "value": "First Choice"
                },
                {
                    "id": 6781237,
                    "display_id": 2,
                    "value": "Second Choice"
                }
            ],
            "nested_fields": [],
            "workspace_id": 2
        },
        {
            "id": 187898,
            "created_at": "2023-01-19T17:25:21Z",
            "updated_at": "2023-01-19T17:25:21Z",
            "name": "change_reason",
            "label": "Reason for Change",
            "description": "Reason for Change",
            "field_type": "default_change_reason",
            "required": false,
            "required_for_closure": false,
            "position": null,
            "default_field": true,
            "choices": [],
            "nested_fields": [],
            "workspace_id": 1
        },
        {
            "id": 187899,
            "created_at": "2023-01-19T17:25:21Z",
            "updated_at": "2023-01-19T17:25:21Z",
            "name": "change_impact",
            "label": "Impact",
            "description": "Impact",
            "field_type": "default_change_impact",
            "required": false,
            "required_for_closure": false,
            "position": null,
            "default_field": true,
            "choices": [],
            "nested_fields": [],
            "workspace_id": 1
        },
        {
            "id": 187900,
            "created_at": "2023-01-19T17:25:21Z",
            "updated_at": "2023-01-19T17:25:21Z",
            "name": "change_plan",
            "label": "Rollout Plan",
            "description": "Rollout Plan",
            "field_type": "default_change_plan",
            "required": false,
            "required_for_closure": false,
            "position": null,
            "default_field": true,
            "choices": [],
            "nested_fields": [],
            "workspace_id": 1
        },
        {
            "id": 187901,
            "created_at": "2023-01-19T17:25:21Z",
            "updated_at": "2023-01-19T17:25:21Z",
            "name": "backout_plan",
            "label": "Backout Plan",
            "description": "Backout Plan",
            "field_type": "default_backout_plan",
            "required": false,
            "required_for_closure": false,
            "position": null,
            "default_field": true,
            "choices": [],
            "nested_fields": [],
            "workspace_id": 1
        }
    ]
	}
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Additional examples

1. Get the list of change fields from a specific workspace

1
 curl -v -u api_key:X -X GET 'https://domain.freshservice.com/api/v2/change_form_fields?workspace_id=2'
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Notes

This section lists all API that can be used to create, edit or otherwise manipulate Change Notes.

Attribute Type Description
id number Unique ID of the note. Read-Only
user_id number Id of the user who created the note.Read-Only
body string The body of the note in HTML format.Mandatory
body_text string The body of the note in plain text format. Read-Only
notify_emails Array of strings Addresses to which the note must be notified to
created_at date Date time at which the note was created.
updated_at date Date time at which the note was updated.

Create a note

Create a new note on a change request in freshservice.

post /api/v2/changes/[id]/notes
OAuth 2.0 Scope
freshservice.changes.notes.create
Sample code | Curl 
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curl -v -u api_key:X -H "Content-Type: application/json" -d '{ "body": "<div> body of the change note </div> "}' -X POST 'https://domain.freshservice.com/api/v2/changes/1/notes'
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Response 
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{
    "note": {
        "id": 1,
        "created_at": "2019-06-20T16:47:04Z",
        "updated_at": "2019-06-20T16:47:16Z",
        "body": "<div> body of the change note </div> ",
        "body_text": "body of the change note",
        "user_id": 1,
        "notify_emails": null
    }
}
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View a note

Retrieve a note on a Change request with the given ID from Freshservice.

get api/v2/changes/[id]/notes/[id]
OAuth 2.0 Scope
freshservice.changes.notes.view
Sample code | Curl 
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curl -v -u api_key:X -H "Content-Type: application/json" -X GET 'https://domain.freshservice.com/api/v2/changes/1/notes/1'
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Response 
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{
    "note": {
        "id": 1,
        "created_at": "2019-06-20T16:47:04Z",
        "updated_at": "2019-06-20T16:47:16Z",
        "body": "<div> body of the change note </div> ",
        "body_text": "body of the change note",
        "user_id": 1,
        "notify_emails": null
    }
}
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View all notes

Retrieve a list of all notes on a Change request with the given ID from Freshservice.

get /api/v2/changes/[id]/notes
OAuth 2.0 Scope
freshservice.changes.notes.view
Sample code | Curl 
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curl -v -u api_key:X -X GET 'https://domain.freshservice.com/api/v2/changes/1/notes'
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Response 
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{
    "notes": [
        {
            "id": 1,
            "created_at": "2019-06-20T16:47:04Z",
            "updated_at": "2019-06-20T16:47:16Z",
            "body": "<div> body of the change note </div>",
            "body_text": "body of the change note",
            "user_id": 1,
            "notify_emails": ["user@yourcompany.com"]
        },
        {
            "id": 2,
            "created_at": "2019-06-20T16:49:04Z",
            "updated_at": "2019-06-20T16:49:16Z",
            "body": "<div> body of the change note </div>",
            "body_text": "body of the change note",
            "user_id": 1,
            "notify_emails": ["user@yourcompany.com"]
        }
    ]
}
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Update a note

Update an existing note on an existing Change request in Freshservice.

put /api/v2/changes/[id]/notes/[id]
OAuth 2.0 Scope
freshservice.changes.notes.edit
Sample code | Curl 
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curl -v -u api_key:X -H "Content-Type: application/json" -X PUT -d '{ "body":<div> updated change note </div> }' 'https://domain.freshservice.com/api/v2/changes/1/notes/1'
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Response 
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{
    "note": {
        "id": 1,
        "created_at": "2019-06-20T16:47:04Z",
        "updated_at": "2019-06-20T16:47:16Z",
        "body": "<div> updated change note </div> ",
        "body_text": "updated change note",
        "user_id": 1,
        "notify_emails": null
    }
}
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Delete a note

Delete the note on a Change request with the given ID from Freshservice.

Note: Deleted Notes are permanently lost. You can't retrieve them once it's get deleted.

delete /api/v2/changes/[id]/notes/[id]
OAuth 2.0 Scope
freshservice.changes.notes.delete
Sample code | Curl 
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curl -v -u api_key:X -X DELETE 'https://domain.freshservice.com/api/v2/changes/1/notes/1'
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Response 
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HTTP Status: 204 No Content
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Time Entries

These APIs help you track exactly how much time you've spent on each change*, start/stop timers and perform a whole other lot of time tracking and monitoring tasks to ensure that your support team is always performing at peak efficiency.

Attribute Type Description
id number Unique ID of the time entry Read-Only
workspace_id number ID of the workspace to which the time entry belongs(inherited from the change's workspace). This attribute is applicable only to accounts on the Employee Support Mode.
task_id number Unique ID of the task associated with the time entry
executed_at datetime Date time at which the time entry is executed
billable boolean True if billable, false otherwise.
note string Description note of the time entry
start_time datetime Time at which the timer started
timer_running boolean True if timer is running, false otherwise
time_spent string Duration of time spent in seconds
agent_id number Unique ID of the user who created the time entry Mandatory
created_at datetime Timestamp at which the time entry is created Read-Only
updated_at datetime Time stamp at which the time entry is updated Read-Only

Create a Time Entry

Create a new time entry on a change request in freshservice.

post /api/v2/changes/[id]/time_entries
OAuth 2.0 Scope
freshservice.changes.time_entries.create
Sample code | Curl 
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curl -v -u api_key:X -H "Content-Type: application/json" -d '{"note":"test_entry","time_spent":"03:00","agent_id":1,"billable":true}' -X POST 'https://domain.freshservice.com/api/v2/changes/1/time_entries'
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Response 
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{
  "time_entry": {
      "id": 1,
      "created_at": "2019-06-26T15:44:11Z",
      "updated_at": "2019-06-26T16:32:11Z",
      "start_time": "2019-06-26T15:44:11Z",
      "timer_running": false,
      "billable": true,
      "time_spent": "03:00",
      "executed_at": "2019-06-26T15:44:11Z",
      "task_id": null,
      "workspace_id": 3,
      "note": "test_entry",
      "agent_id": 1,
      "custom_fields": {}
   }
}
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View a Time Entry

Retrieve a time entry on a Change request with the given ID from Freshservice.

get /api/v2/changes/[id]/time_entries/[id]
OAuth 2.0 Scope
freshservice.changes.time_entries.view
Sample code | Curl 
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curl -v -u api_key:X -H "Content-Type: application/json" -X GET 'https://domain.freshservice.com/api/v2/changes/1/time_entries/1'
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Response 
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{
   "time_entry": {
      "id": 1,
      "created_at": "2019-06-26T15:44:11Z",
      "updated_at": "2019-06-26T16:32:11Z",
      "start_time": "2019-06-26T15:44:11Z",
      "timer_running": false,
      "billable": true,
      "time_spent": "03:00",
      "executed_at": "2019-06-26T15:44:11Z",
      "task_id": null,
      "workspace_id": 3,
      "note": "test_entry",
      "agent_id": 1,
      "custom_fields": {}
   }
}
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List All Time Entries

Retrieve the time entries on a Change request with the given ID from Freshservice.

get /api/v2/changes/[id]/time_entries
OAuth 2.0 Scope
freshservice.changes.time_entries.view
Sample code | Curl 
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curl -u api_key:X -H "Content-Type: application/json" -X GET 'https://domain.freshservice.com/api/v2/changes/1/time_entries'
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Response 
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{
   "time_entries": [
   {
      "id": 1,
      "created_at": "2019-06-26T15:44:11Z",
      "updated_at": "2019-06-26T16:32:11Z",
      "start_time": "2019-06-26T15:44:11Z",
      "timer_running": false,
      "billable": true,
      "time_spent": "00:48",
      "executed_at": "2019-06-26T15:44:11Z",
      "task_id": null,
      "workspace_id": 3,
      "note": "time_entry 1",
      "agent_id": 1,
      "custom_fields": {}
   },
   {
      "id": 2,
      "created_at": "2019-06-26T15:44:02Z",
      "updated_at": "2019-06-26T15:44:11Z",
      "start_time": "2019-06-26T15:44:02Z",
      "timer_running": false,
      "billable": true,
      "time_spent": "00:00",
      "executed_at": "2019-06-26T15:44:02Z",
      "task_id": null,
      "workspace_id": 3,
      "note": "time_entry 2",
      "agent_id": 1,
      "custom_fields": {}
   }
   ]
}
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Update a Time Entry

Update an existing time entry on an existing Change request in Freshservice.

put /api/v2/changes/[id]/time_entries/[id]
OAuth 2.0 Scope
freshservice.changes.time_entries.edit
Sample code | Curl 
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curl -u api_key:X -H "Content-Type: application/json" -X PUT -d '{"note":"time entry update","billable":false}' 'https://domain.freshservice.com/api/v2/changes/1/time_entries/1'
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Response 
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{
  "time_entry": {
      "id": 1,
      "created_at": "2019-06-26T15:44:11Z",
      "updated_at": "2019-06-26T16:32:11Z",
      "start_time": "2019-06-26T15:44:11Z",
      "timer_running": false,
      "billable": false,
      "time_spent": "03:00",
      "executed_at": "2019-06-26T15:44:11Z",
      "task_id": null,
      "workspace_id": 3,
      "note": "time entry update",
      "agent_id": 1,
      "custom_fields": {}
   }
}
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Delete a Time Entry

Delete the time entry on a Change request with the given ID from Freshservice.

delete /api/v2/changes/[id]/time_entries/[id]
OAuth 2.0 Scope
freshservice.changes.time_entries.delete
Sample code | Curl 
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curl -u api_key:X -H "Content-Type: application/json" -X DELETE 'https://domain.freshservice.com/api/v2/changes/1/time_entries/1'
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Response 
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HTTP Status: 200 OK
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Tasks

This section lists all API that can be used to create, edit or otherwise manipulate Change Tasks.

Attribute Type Description
id number Unique ID of the task.
agent_id number Id of the agent to whom the task is assigned
status number Status of the task, 1-Open, 2-In Progress, 3-Completed
due_date DateTime Due date of the task
notify_before number Time in seconds before which notification is sent prior to due date
title string Title of the task
description string Description of the task
created_at DateTime Timestamp at which the task was created
updated_at DateTime Timestamp at which the task was updated
closed_at DateTime Timestamp at which the task was closed
group_id number Unique ID of the group to which the task is assigned

Create a Task

Create a new task on a change request in freshservice.

Attribute Type Description
workspace_id number ID of the workspace to which the task belongs. This attribute is applicable only to accounts on the Employee Support Mode. The default value is the ID of the workspace of the change.
agent_id number ID of the agent to whom the task is assigned
status number Status of the task, 1-Open, 2-In Progress, 3-Completed
due_date datetime Due date of the task
notify_before number Time in seconds before which notification is sent prior to due date
title string Title of the task
description string Description of the task
group_id number Unique ID of the group to which the task is assigned
post /api/v2/changes/[id]/tasks
OAuth 2.0 Scope
freshservice.changes.tasks.create
Sample code | Curl 
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curl -v -u api_key:X -H "Content-Type: application/json" -d '{
  "due_date": "2020-04-03T10:26:13.067Z",
  "notify_before": 0,
  "title": "Supply lightsabers to all the Jedis",
  "description": "We need to re-supply to win the war!",
  "workspace_id": 3
}' -X POST 'https://domain.freshservice.com/api/v2/changes/1/tasks'
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Response 
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{
  "task": {
    "id": 1,
    "agent_id": null,
    "status": 1,
    "due_date": "2020-04-27T12:59:02.397Z",
    "notify_before": 0,
    "title": "Supply lightsabers to all the Jedis",
    "description": "We need to re-supply to win the war!",
    "created_at": "2020-04-27T12:59:02.397Z",
    "updated_at": "2020-04-27T12:59:02.397Z",
    "closed_at": null,
    "group_id": null,
    "workspace_id": 3
  }
}
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View a Task

Retrieve a task on a Change request with the given ID from Freshservice

get api/v2/changes/[id]/tasks/[id]
OAuth 2.0 Scope
freshservice.changes.tasks.view
Sample code | Curl 
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curl -v -u api_key:X -H "Content-Type: application/json" -X GET 'https://domain.freshservice.com/api/v2/changes/1/tasks/1'
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Response 
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{
  "task": {
    "id": 1,
    "agent_id": null,
    "status": 1,
    "due_date": "2020-04-27T13:03:11.901Z",
    "notify_before": 0,
    "title": "Supply lightsabers to all the Jedis",
    "description": "We need to re-supply to win the war!",
    "created_at": "2020-04-27T13:03:11.901Z",
    "updated_at": "2020-04-27T13:03:11.901Z",
    "closed_at": null,
    "group_id": null,
    "workspace_id": 2
  }
}
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View all Tasks

Retrieve the tasks on a Change request with the given ID from Freshservice.

get /api/v2/changes/[id]/tasks
OAuth 2.0 Scope
freshservice.changes.tasks.view
Sample code | Curl 
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curl -v -u api_key:X -X GET 'https://domain.freshservice.com/api/v2/changes/1/tasks'
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Response 
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{
  "tasks": [
    {
      "id": 1,
      "agent_id": null,
      "status": 1,
      "due_date": "2020-04-27T13:04:10.786Z",
      "notify_before": 0,
      "title": "Supply lightsabers to all the Jedis",
      "description": "We need to re-supply to win the war!",
      "created_at": "2020-04-27T13:04:10.786Z",
      "updated_at": "2020-04-27T13:04:10.786Z",
      "closed_at": null,
      "group_id": null,
      "workspace_id": 2
    }
  ]
}
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Update a Task

Update an existing task on an existing Change request in Freshservice

put /api/v2/changes/[id]/tasks/[id]
OAuth 2.0 Scope
freshservice.changes.tasks.edit
Sample code | Curl 
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curl -v -u api_key:X -H "Content-Type: application/json" -X PUT -d '{
  "status": 3,
  "notify_before": 0,
  "title": "Supply lightsabers to all the Jedis",
  "description": "We need to re-supply to win the war!",
  "workspace_id": 2
}' 'https://domain.freshservice.com/api/v2/changes/1/tasks/1'
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Response 
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{
  "task": {
    "id": 1,
    "agent_id": null,
    "status": 3,
    "due_date": "2020-04-27T13:05:20.644Z",
    "notify_before": 0,
    "title": "Supply lightsabers to all the Jedis",
    "description": "We need to re-supply to win the war!",
    "created_at": "2020-04-27T13:05:20.644Z",
    "updated_at": "2020-04-27T13:05:20.644Z",
    "closed_at": "2020-04-27T13:05:20.644Z",
    "group_id": null,
    "workspace_id": 2
  }
}
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Delete a Task

Delete the task on a Change request with the given ID from Freshservice

Note: Deleted tasks are permanently lost. You can't retrieve them once it's get deleted.

delete /api/v2/changes/[id]/tasks/[id]
OAuth 2.0 Scope
freshservice.changes.tasks.delete
Sample code | Curl 
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curl -v -u api_key:X -X DELETE 'https://domain.freshservice.com/api/v2/changes/1/tasks/1'
EXPAND ↓
Response 
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HTTP Status: 204 Ok
EXPAND ↓

Releases

This section lists all API that can be used to create, edit or otherwise manipulate Release.

Attribute Type Description
id number Unique identifier of the Release Read-Only
workspace_id number ID of the workspace that the release belongs to. If not provided, the ID of the primary workspace will be defaulted. Applicable only to accounts on the Employee Support Mode.
agent_id number Unique identifier of the agent to whom the Release is assigned
group_id number Unique identifier of the agent group to which the Release is assigned
priority number Priority of the Release 1-Low, 2-Medium, 3-High, 4-Urgent
status number Status identifier of the Release. 1-Open, 2-On hold, 3-In Progress, 4-Incomplete, 5-Completed
release_type number Type of the Release 1-minor, 2-standard, 3-major, 4-emergency
subject string Subject of the Release
description string HTML description of the release. Description and description_html should not be passed together
planned_start_date DateTime Timestamp at which release is starting
planned_end_date DateTime Timestamp at which release is ending
work_start_date DateTime Timestamp at which release work started
work_end_date DateTime Timestamp at which release work ended
department_id number Unique ID of the department initiating the Release
category string Category of the Release
sub_category string Sub-category of the Release
item_category string Item of the Release
created_at DateTime Timestamp at which Release was created Read-Only
updated_at DateTime Timestamp at which Release was last updated Read-Only
associated_assets Array of numbers Unique IDs of the assets associated with the Release request Read-Only
associated_changes Array of numbers Unique IDs of the Changes associated with the Release Read-Only
custom_fields Hash Key value pairs containing the names and values of custom fields.
planning_fields Hash Key value pairs containing the names and values of Rollout Plan and Backout Plan
assets hash List of assets associated with the release

Create a Release

Create a new Release request in Freshservice

post /api/v2/releases
OAuth 2.0 Scope
freshservice.releases.create
Sample code | Curl 
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curl -v -u api_key:X -H "Content-Type: application/json" -d '
    {
      "agent_id": 1,
      "group_id": null,
      "priority": 1,
      "status": 1,
      "release_type": 1,
      "subject": "string",
      "planned_start_date": "2020-03-31T10:35:47.462Z",
      "planned_end_date": "2020-03-31T10:35:47.462Z",
      "department_id": null,
      "category": "string",
      "sub_category": "string",
      "item_category": "string",
      "custom_fields": {
        "additionalProp1": "string",
        "additionalProp2": "string",
        "additionalProp3": "string"
      },
      "workspace_id": 2,
    }
    ' -X POST 'https://domain.freshservice.com/api/v2/releases'
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Response 
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{
      "agent_id": 1,
      "workspace_id": 2,
      "group_id": null,
      "priority": 1,
      "status": 1,
      "release_type": 1,
      "subject": "string",
      "planned_start_date": "2020-03-31T10:35:47.462Z",
      "planned_end_date": "2020-03-31T10:35:47.462Z",
      "work_start_date": "2020-03-31T10:35:47.462Z",
      "work_end_date": "2020-03-31T10:35:47.462Z",
      "department_id": null,
      "category": "string",
      "sub_category": "string",
      "item_category": "string",
      "assets": [],
      "custom_fields": {
        "additionalProp1": "string",
        "additionalProp2": "string",
        "additionalProp3": "string"
      },
      "planning_fields": {
        "build_plan": {
          "description": "string"
        },
        "test_plan": {
          "description": "string"
        }
      }
    }
EXPAND ↓

Create Release with attachment

Note:
1. This API request must have its Content-Type set to multipart/form-data.
2. For more information on attachment refer to this section.

Sample code | Curl 
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curl -v -u api_key:X  -F 'subject=Scheduled Release 1' -F 'description=Scheduled release of the first product'  -F 'planned_start_date=2021-04-20T16:18:46Z' -F 'planned_end_date=2021-05-20T16:18:46Z' -F 'priority=1' -F 'status=2' -F 'release_type=1' -F 'attachments[]=@/Users/user/Desktop/api_attach.png' -F 'workspace_id=2' -X POST 'https://domain.freshservice.com/api/v2/releases'
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Response 
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{
   "release": {
       "id": 24,
       "agent_id": 1,
       "description": "<div>Scheduled release of the first product</div>",
       "description_text": "Scheduled release of the first product",
       "workspace_id": 2,
       "group_id": null,
       "department_id": null,
       "subject": "Scheduled Release 1",
       "category": null,
       "sub_category": null,
       "item_category": null,
       "assets": [],
       "planned_start_date": "2021-04-20T16:18:46Z",
       "planned_end_date": "2021-05-20T16:18:46Z",
       "status": 2,
       "priority": 1,
       "release_type": 1,
       "work_start_date": "2021-04-20T16:18:46Z",
       "work_end_date": "2021-05-20T16:18:46Z",
       "created_at": "2021-04-12T17:39:15Z",
       "updated_at": "2021-04-12T17:39:15Z",
       "associated_change_ids": [],
       "custom_fields": {
           "subject": null,
           "description": null,
           "planned_start_date": null,
           "planned_end_date": null,
           "status": null,
           "priority": null,
           "release_type": null,
           "group": null,
           "agent": null,
           "department": null,
           "category": null
       },
       "planning_fields": {}
   }
}
EXPAND ↓

Create Release with assets

Note:
"assets" key: contains comma (,) separated hash of the assets, each with key display id.

Sample code | Curl 
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curl -v -u api_key:X -H "Content-Type: application/json" -d '
    {
      "agent_id": 1,
      "group_id": null,
      "priority": 1,
      "status": 3,
      "release_type": 1,
      "subject": "string",
      "planned_start_date": "2020-03-31T10:35:47.462Z",
      "planned_end_date": "2020-03-31T10:35:47.462Z",
      "department_id": null,
      "category": "string",
      "sub_category": "string",
      "item_category": "string",
      "custom_fields": {
        "additionalProp1": "string",
        "additionalProp2": "string",
        "additionalProp3": "string"
      },
      "assets": [
        { 
          "display_id": 8 
        }, 
        { 
          "display_id": 9 
        }
      ],
      "workspace_id": 2,
    }
    ' -X POST 'https://domain.freshservice.com/api/v2/releases'
EXPAND ↓
Response 
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{
      "agent_id": 1,
      "workspace_id": 2,
      "group_id": null,
      "priority": 1,
      "status": 3,
      "release_type": 1,
      "subject": "string",
      "planned_start_date": "2020-03-31T10:35:47.462Z",
      "planned_end_date": "2020-03-31T10:35:47.462Z",
      "work_start_date": "2020-03-31T10:35:47.462Z",
      "work_end_date": "2020-03-31T10:35:47.462Z",
      "department_id": null,
      "category": "string",
      "sub_category": "string",
      "item_category": "string",
      "assets": [],
      "custom_fields": {
        "additionalProp1": "string",
        "additionalProp2": "string",
        "additionalProp3": "string"
      },
      "planning_fields": {
        "build_plan": {
          "description": "string"
        },
        "test_plan": {
          "description": "string"
        }
      },
      "assets": [
      {
          "name": "Dell Monitor",
          "description": null,
          "ci_type_id": 12,
          "impact": 1,
          "created": "2019-12-13T12:31:47+05:30",
          "updated": "2019-12-13T12:31:47+05:30",
          "user_id": null,
          "department_id": null,
          "assigned_on": null,
          "agent_id": null,
          "author_id": 2,
          "author_type": "User",
          "deleted": false,
          "display_id": 8,
          "salvage": null
      },
      {
          "name": "Logitech Mouse",
          "description": null,
          "ci_type_id": 4,
          "impact": 1,
          "created": "2019-12-13T12:31:47+05:30",
          "updated": "2019-12-13T12:31:47+05:30",
          "user_id": null,
          "department_id": null,
          "assigned_on": null,
          "agent_id": null,
          "author_id": 2,
          "author_type": "User",
          "deleted": false,
          "display_id": 9,
          "salvage": null
      }
    ]
}
EXPAND ↓

View a Release

Retrieve the Release with the given ID from Freshservice

get /api/v2/releases/[id]
OAuth 2.0 Scope
freshservice.releases.view
Sample code | Curl 
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curl -v -u api_key:X -H "Content-Type: application/json" -X GET 'https://domain.freshservice.com/api/v2/releases/1'
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{
		"release": {
			"id": 0,
			"agent_id": 0,
			"group_id": 0,
			"priority": 1,
			"status": 0,
			"release_type": 1,
			"subject": "string",
			"planned_start_date": "2020-03-31T11:19:30.768Z",
			"planned_end_date": "2020-03-31T11:19:30.768Z",
			"work_start_date": "2020-03-31T11:19:30.768Z",
			"work_end_date": "2020-03-31T11:19:30.768Z",
			"department_id": 0,
			"category": "string",
			"sub_category": "string",
			"item_category": "string",
			"created_at": "2020-03-31T11:19:30.768Z",
			"updated_at": "2020-03-31T11:19:30.768Z",
			"workspace_id": 2,
			"assets": [],
			"associated_assets": [
				0
			],
			"associated_changes": [
			0
			],
			"custom_fields": {
			"additionalProp1": "string",
			"additionalProp2": "string",
			"additionalProp3": "string"
			},
			"planning_fields": {
			"build_plan": {
				"description": "string"
			},
			"test_plan": {
				"description": "string"
			}
			}
	  }
	}
EXPAND ↓

Update a Release

Update an existing Release in Freshservice

Note:
The workspace_id attribute cannot be updated through the Update operation. It can only be updated through the Move operation.

put /api/v2/releases/[id]
OAuth 2.0 Scope
freshservice.releases.edit
Sample code | Curl 
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curl -v -u api_key:X -H "Content-Type: application/json" -X PUT -d
  '{
    "agent_id": 0,
    "group_id": 0,
    "priority": 1,
    "status": 0,
    "release_type": 1,
    "subject": "string",
    "planned_start_date": "2020-03-31T11:24:09.019Z",
    "planned_end_date": "2020-03-31T11:24:09.019Z",
    "work_start_date": "2020-03-31T11:24:09.019Z",
    "work_end_date": "2020-03-31T11:24:09.019Z",
    "department_id": 0,
    "category": "string",
    "sub_category": "string",
    "item_category": "string",
    "custom_fields": {
      "additionalProp1": "string",
      "additionalProp2": "string",
      "additionalProp3": "string"
    },
    "planning_fields": {
      "build_plan": {
        "description": "string"
      },
      "test_plan": {
        "description": "string"
      }
    }
  }'
  'https://domain.freshservice.com/api/v2/releases/1'
EXPAND ↓
Response 
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{
    "release": {
      "id": 0,
      "agent_id": 0,
      "group_id": 0,
      "priority": 1,
      "status": 0,
      "release_type": 1,
      "subject": "string",
      "planned_start_date": "2020-03-31T11:24:09.043Z",
      "planned_end_date": "2020-03-31T11:24:09.043Z",
      "work_start_date": "2020-03-31T11:24:09.043Z",
      "work_end_date": "2020-03-31T11:24:09.043Z",
      "department_id": 0,
      "category": "string",
      "sub_category": "string",
      "item_category": "string",
      "created_at": "2020-03-31T11:24:09.043Z",
      "updated_at": "2020-03-31T11:24:09.043Z",
      "workspace_id": 2,
      "associated_assets": [
        0
      ],
      "associated_changes": [
        0
      ],
      "custom_fields": {
        "additionalProp1": "string",
        "additionalProp2": "string",
        "additionalProp3": "string"
      },
      "planning_fields": {
        "build_plan": {
          "description": "string"
        },
        "test_plan": {
          "description": "string"
        }
      }
    }
  }
EXPAND ↓

Update Release with attachment

Note:
1. This API request must have its Content-Type set to multipart/form-data.
2. For more information on attachment refer to this section.

Sample code | Curl 
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curl -v -u api_key:X -F 'priority=2' -F 'attachments[]=@/Users/user/Desktop/api2.png' -X PUT 'https://domain.freshservice.com/api/v2/releases/24'
EXPAND ↓
Response 
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{
   "release": {
       "id": 24,
       "agent_id": null,
       "description": "<div>Scheduled release of the first product</div>",
       "description_text": "Scheduled release of the first product",
       "group_id": null,
       "department_id": null,
       "subject": "Scheduled Release 1",
       "category": null,
       "sub_category": null,
       "item_category": null,
       "planned_start_date": "2021-04-20T16:18:46Z",
       "planned_end_date": "2021-05-20T16:18:46Z",
       "status": 2,
       "priority": 2,
       "release_type": 1,
       "work_start_date": "2021-04-20T16:18:46Z",
       "work_end_date": "2021-05-20T16:18:46Z",
       "created_at": "2021-04-12T17:39:15Z",
       "updated_at": "2021-04-12T17:43:14Z",
       "workspace_id": 2,
       "associated_change_ids": [],
       "custom_fields": {
           "subject": null,
           "description": null,
           "planned_start_date": null,
           "planned_end_date": null,
           "status": null,
           "priority": null,
           "release_type": null,
           "group": null,
           "agent": null,
           "department": null,
           "category": null
       },
       "planning_fields": {}
   }
}
EXPAND ↓

Move a Release

This API moves a release to a different workspace, while also allowing the assigned group and agent to be modified.

Note:
This endpoint is applicable only to accounts on the Employee Support Mode.

put /api/v2/releases/[id]/move_workspace
OAuth 2.0 Scope
freshservice.releases.edit
Sample code | Curl 
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curl -v -u api_key:X -X PUT -d '{ "workspace_id": 3, "group_id": 3, "owner_id": 4 }' 'https://domain.freshservice.com/api/v2/releases/1/move_workspace'
EXPAND ↓
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{
    "release": {
      "id": 0,
      "agent_id": 4,
      "group_id": 3,
      "priority": 1,
      "status": 0,
      "release_type": 1,
      "subject": "string",
      "planned_start_date": "2020-03-31T11:24:09.043Z",
      "planned_end_date": "2020-03-31T11:24:09.043Z",
      "work_start_date": "2020-03-31T11:24:09.043Z",
      "work_end_date": "2020-03-31T11:24:09.043Z",
      "department_id": 0,
      "category": "string",
      "sub_category": "string",
      "item_category": "string",
      "created_at": "2020-03-31T11:24:09.043Z",
      "updated_at": "2020-03-31T11:24:09.043Z",
      "workspace_id": 3,
      "associated_assets": [
        0
      ],
      "associated_changes": [
        0
      ],
      "custom_fields": {
        "additionalProp1": "string",
        "additionalProp2": "string",
        "additionalProp3": "string"
      },
      "planning_fields": {
        "build_plan": {
          "description": "string"
        },
        "test_plan": {
          "description": "string"
        }
      }
    }
  }
EXPAND ↓

Delete a Release

Delete the Release with the given ID from Freshservice

delete /api/v2/releases/[id]
OAuth 2.0 Scope
freshservice.releases.delete
Sample code | Curl 
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curl -v -u api_key:X -X DELETE 'https://domain.freshservice.com/api/v2/releases/1'
EXPAND ↓
Response 
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HTTP Status: 200 OK
EXPAND ↓

Filter Releases

This API helps you to view all the releases in your service desk.

To view only specific releases (that is, those which match only the criteria you choose) use the filters given below.

Note:
All the below requests are paginated to return only 30 releases per page. Append the parameter "page=[:page_no]" in the url to traverse through pages.

Filter by Handle
Default filters: /api/v2/releases?filter_name=[filter_name]
The various filters available are all, my_open, unassigned, completed, incompleted, deleted and deleted
get /api/v2/releases?filter_name=[filter_name]
OAuth 2.0 Scope
freshservice.releases.view
Sample code | Curl 
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curl -u api_key:X -H "Content-Type: application/json" -X GET https://domain.freshservice.com/api/v2/releases?filter_name=all
EXPAND ↓
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[
   {
      "category":"Hardware",
      "approval_status":null,
      "created_at":"2014-05-22T11:53:46+05:30",
      "deleted":false,
      "department_id":null,
      "display_id":11,
      "email_config_id":null,
      "group_id":null,
      "id":12,
      "item_category":"Mac",
      "notes":[],
      "owner_id":null,
      "planned_end_date":"2014-05-22T11:53:45+05:30",
      "planned_start_date":"2014-05-22T11:53:45+05:30",
	  "assets": [],
      "priority":1,
      "release_type":1,
      "requester_id":1,
      "status":2,
      "sub_category":"Computer",
      "subject":"release for support1",
      "updated_at":"2014-05-22T11:53:46+05:30",
      "work_end_date":"2014-05-22T11:53:45+05:30",
      "work_start_date":"2014-05-22T11:53:45+05:30",
      "status_name":"On Hold",
      "priority_name":"Low",
      "requester_name":"Support",
      "owner_name":null,
      "group_name":null,
      "rel_type_name":"minor",
      "associated_assets":[],
      "custom_field_values":{
         "release_range_1":"normal"
      },
      "attachments":[]
   }
]
EXPAND ↓

View list of Releases

Retrieve a list of all Releases in Freshservice

Note:
If a workspace_id is not specified as a URL parameter, only releases from the primary workspace will be included in the response. If workspace_id is specified as 0, releases from across all workspaces will be included in the response with just the global fields. Applicable only to accounts on the Employee Support Mode.

get /api/v2/releases
OAuth 2.0 Scope
freshservice.releases.view
Sample code | Curl 
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curl -v -u api_key:X -X GET 'https://domain.freshservice.com/api/v2/releases'
EXPAND ↓
Response 
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{
    "releases": [
      {
        "id": 0,
        "agent_id": 0,
        "group_id": 0,
        "priority": 1,
        "status": 0,
        "release_type": 1,
        "subject": "string",
        "planned_start_date": "2020-03-31T11:34:04.583Z",
        "planned_end_date": "2020-03-31T11:34:04.583Z",
        "work_start_date": "2020-03-31T11:34:04.583Z",
        "work_end_date": "2020-03-31T11:34:04.583Z",
        "department_id": 0,
        "category": "string",
        "sub_category": "string",
        "item_category": "string",
        "created_at": "2020-03-31T11:34:04.583Z",
        "updated_at": "2020-03-31T11:34:04.583Z",
        "workspace_id": 2,
        "assets": [],
        "associated_assets": [
          0
        ],
        "associated_changes": [
          0
        ],
        "custom_fields": {
          "additionalProp1": "string",
          "additionalProp2": "string",
          "additionalProp3": "string"
        },
        "planning_fields": {
          "build_plan": {
            "description": "string"
          },
          "test_plan": {
            "description": "string"
          }
        }
      }
    ]
  }
EXPAND ↓
Additional examples

1. Get the list of all releases from workspaces to which the user has access.

1
 curl -v -u api_key:X -X GET 'https://domain.freshservice.com/api/v2/releases?workspace_id=0'
EXPAND ↓

2. Get the list of releases from a specific workspace

1
 curl -v -u api_key:X -X GET 'https://domain.freshservice.com/api/v2/releases?workspace_id=3'
EXPAND ↓

Restore a Release

The API mentioned previously. If you deleted some releases and regret doing so now, this API will help you restore them.

put /api/v2/releases/[id]/restore
OAuth 2.0 Scope
freshservice.releases.delete
Sample code | Curl 
1
curl -v -u api_key:X -H "Content-Type: application/json" -X PUT -d '' 'https://domain.freshservice.com/api/v2/releases/1/restore'
EXPAND ↓
Response 
1
HTTP Status: 204 No Content
EXPAND ↓

View All Release Fields

Retrieve all the Fields that constitute the Release Object

Note:
By default, only global fields and fields from the primary workspace will be returned for accounts on the Employee Support Mode. For fields from other workspaces, use the workspace_id filter.

Release Fields
Release field Description
id Unique ID of the Field
workspace_id ID of the workspace to which this release field belongs. This attribute is applicable only to accounts on the Employee Support Mode.
created_at Date time at which the field was added
updated_at Date time at which the field was modified
name Name of the field
label Label of the field for display
description Description of the field
field_type Indicates if the field is a checkbox, dropdown, text field
required True if the field is marked mandatory
required_for_closure True if the field is marked mandatory while closing the Release item
default_field True if the field is a default field. False if customm
choices List of values supported by the field
nested_fields contain details of nested fields
get /api/v2/release_form_fields
OAuth 2.0 Scope
freshservice.releases.view
Sample code | Curl 
1
curl -v -u api_key:X -X GET 'https://domain.freshservice.com/api/v2/release_form_fields'
EXPAND ↓
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{
    "release_fields": [
        {
            "id": 187914,
            "created_at": "2023-01-19T17:25:22Z",
            "updated_at": "2023-01-19T17:25:22Z",
            "name": "workspace_id",
            "label": "Workspace",
            "description": "Default Workspace",
            "field_type": "default_workspace",
            "required": true,
            "required_for_closure": true,
            "position": 0,
            "default_field": true,
            "choices": [],
            "nested_fields": [],
            "workspace_id": null
        },
        {
            "id": 187903,
            "created_at": "2023-01-19T17:25:22Z",
            "updated_at": "2023-01-19T17:25:22Z",
            "name": "subject",
            "label": "Subject",
            "description": "Release subject",
            "field_type": "default_subject",
            "required": true,
            "required_for_closure": false,
            "position": 1,
            "default_field": true,
            "choices": [],
            "nested_fields": [],
            "workspace_id": 1
        },
        {
            "id": 187904,
            "created_at": "2023-01-19T17:25:22Z",
            "updated_at": "2023-01-19T17:25:22Z",
            "name": "description",
            "label": "Description",
            "description": "Release description",
            "field_type": "default_description",
            "required": true,
            "required_for_closure": false,
            "position": 2,
            "default_field": true,
            "choices": [],
            "nested_fields": [],
            "workspace_id": 1
        },
        {
            "id": 187905,
            "created_at": "2023-01-19T17:25:22Z",
            "updated_at": "2023-01-19T17:25:22Z",
            "name": "planned_start_date",
            "label": "Planned Start Date",
            "description": "Planned Start Date",
            "field_type": "default_planned_start_date",
            "required": true,
            "required_for_closure": false,
            "position": 3,
            "default_field": true,
            "choices": [],
            "nested_fields": [],
            "workspace_id": 1
        },
        {
            "id": 187906,
            "created_at": "2023-01-19T17:25:22Z",
            "updated_at": "2023-01-19T17:25:22Z",
            "name": "planned_end_date",
            "label": "Planned End Date",
            "description": "Planned End Date",
            "field_type": "default_planned_end_date",
            "required": true,
            "required_for_closure": false,
            "position": 4,
            "default_field": true,
            "choices": [],
            "nested_fields": [],
            "workspace_id": 1
        },
        {
            "id": 187907,
            "created_at": "2023-01-19T17:25:22Z",
            "updated_at": "2023-01-19T17:25:22Z",
            "name": "status",
            "label": "Status",
            "description": "Release status",
            "field_type": "default_status",
            "required": true,
            "required_for_closure": false,
            "position": 5,
            "default_field": true,
            "choices": [
                {
                    "id": 1,
                    "value": "Open"
                },
                {
                    "id": 2,
                    "value": "On Hold"
                },
                {
                    "id": 3,
                    "value": "In Progress"
                },
                {
                    "id": 4,
                    "value": "Incomplete"
                },
                {
                    "id": 5,
                    "value": "Completed"
                }
            ],
            "nested_fields": [],
            "workspace_id": 1
        },
        {
            "id": 187908,
            "created_at": "2023-01-19T17:25:22Z",
            "updated_at": "2023-01-19T17:25:22Z",
            "name": "priority",
            "label": "Priority",
            "description": "Release priority",
            "field_type": "default_priority",
            "required": true,
            "required_for_closure": false,
            "position": 6,
            "default_field": true,
            "choices": [
                {
                    "id": 1,
                    "value": "Low"
                },
                {
                    "id": 2,
                    "value": "Medium"
                },
                {
                    "id": 3,
                    "value": "High"
                },
                {
                    "id": 4,
                    "value": "Urgent"
                }
            ],
            "nested_fields": [],
            "workspace_id": 1
        },
        {
            "id": 187909,
            "created_at": "2023-01-19T17:25:22Z",
            "updated_at": "2023-01-19T17:25:22Z",
            "name": "release_type",
            "label": "Type",
            "description": "Release type",
            "field_type": "default_release_type",
            "required": true,
            "required_for_closure": false,
            "position": 7,
            "default_field": true,
            "choices": [
                {
                    "id": 1,
                    "value": "Minor"
                },
                {
                    "id": 2,
                    "value": "Standard"
                },
                {
                    "id": 3,
                    "value": "Major"
                },
                {
                    "id": 4,
                    "value": "Emergency"
                }
            ],
            "nested_fields": [],
            "workspace_id": 1
        },
        {
            "id": 187910,
            "created_at": "2023-01-19T17:25:22Z",
            "updated_at": "2023-01-19T17:25:22Z",
            "name": "group",
            "label": "Group",
            "description": "Release Group",
            "field_type": "default_group",
            "required": false,
            "required_for_closure": false,
            "position": 8,
            "default_field": true,
            "choices": [],
            "nested_fields": [],
            "workspace_id": 1
        },
        {
            "id": 187911,
            "created_at": "2023-01-19T17:25:22Z",
            "updated_at": "2023-01-19T17:25:22Z",
            "name": "agent",
            "label": "Assigned To",
            "description": "Assigned To",
            "field_type": "default_agent",
            "required": false,
            "required_for_closure": false,
            "position": 9,
            "default_field": true,
            "choices": [],
            "nested_fields": [],
            "workspace_id": 1
        },
        {
            "id": 187912,
            "created_at": "2023-01-19T17:25:22Z",
            "updated_at": "2023-01-19T17:25:22Z",
            "name": "department",
            "label": "Department",
            "description": "Select the department, the release belongs to.",
            "field_type": "default_department",
            "required": false,
            "required_for_closure": false,
            "position": 10,
            "default_field": true,
            "choices": [],
            "nested_fields": [],
            "workspace_id": 1
        },
        {
            "id": 187913,
            "created_at": "2023-01-19T17:25:22Z",
            "updated_at": "2023-01-19T17:25:22Z",
            "name": "category",
            "label": "Category",
            "description": "Release category",
            "field_type": "default_category",
            "required": false,
            "required_for_closure": false,
            "position": 11,
            "default_field": true,
            "choices": [
                {
                    "id": 53978,
                    "display_id": 1,
                    "value": "Hardware",
                    "nested_options": [
                        {
                            "id": 53979,
                            "display_id": 2,
                            "value": "Computer",
                            "nested_options": [
                                {
                                    "id": 53980,
                                    "display_id": 3,
                                    "value": "Mac"
                                },
                                {
                                    "id": 53981,
                                    "display_id": 4,
                                    "value": "PC"
                                }
                            ]
                        },
                        {
                            "id": 53982,
                            "display_id": 5,
                            "value": "Printer",
                            "nested_options": []
                        },
                        {
                            "id": 53983,
                            "display_id": 6,
                            "value": "Phone",
                            "nested_options": []
                        },
                        {
                            "id": 53984,
                            "display_id": 7,
                            "value": "Peripherals",
                            "nested_options": [
                                {
                                    "id": 53985,
                                    "display_id": 8,
                                    "value": "Router"
                                },
                                {
                                    "id": 53986,
                                    "display_id": 9,
                                    "value": "Switch"
                                },
                                {
                                    "id": 53987,
                                    "display_id": 10,
                                    "value": "Access point"
                                }
                            ]
                        }
                    ]
                },
                {
                    "id": 53988,
                    "display_id": 11,
                    "value": "Software",
                    "nested_options": [
                        {
                            "id": 53989,
                            "display_id": 12,
                            "value": "MS Office",
                            "nested_options": []
                        },
                        {
                            "id": 53990,
                            "display_id": 13,
                            "value": "Adobe Reader",
                            "nested_options": []
                        },
                        {
                            "id": 53991,
                            "display_id": 14,
                            "value": "Windows",
                            "nested_options": []
                        },
                        {
                            "id": 53992,
                            "display_id": 15,
                            "value": "Chrome",
                            "nested_options": []
                        }
                    ]
                },
                {
                    "id": 53993,
                    "display_id": 16,
                    "value": "Network",
                    "nested_options": [
                        {
                            "id": 53994,
                            "display_id": 17,
                            "value": "Access",
                            "nested_options": []
                        },
                        {
                            "id": 53995,
                            "display_id": 18,
                            "value": "Connectivity",
                            "nested_options": []
                        }
                    ]
                },
                {
                    "id": 53996,
                    "display_id": 19,
                    "value": "Office Applications",
                    "nested_options": [
                        {
                            "id": 53997,
                            "display_id": 20,
                            "value": "HR",
                            "nested_options": [
                                {
                                    "id": 53998,
                                    "display_id": 21,
                                    "value": "Oracle"
                                },
                                {
                                    "id": 53999,
                                    "display_id": 22,
                                    "value": "SmartRecruiter"
                                }
                            ]
                        },
                        {
                            "id": 54000,
                            "display_id": 23,
                            "value": "Design",
                            "nested_options": [
                                {
                                    "id": 54001,
                                    "display_id": 24,
                                    "value": "Photoshop"
                                },
                                {
                                    "id": 54002,
                                    "display_id": 25,
                                    "value": "Creative Cloud"
                                },
                                {
                                    "id": 54003,
                                    "display_id": 26,
                                    "value": "Canva"
                                }
                            ]
                        }
                    ]
                },
                {
                    "id": 54004,
                    "display_id": 27,
                    "value": "Office Furniture",
                    "nested_options": [
                        {
                            "id": 54005,
                            "display_id": 28,
                            "value": "Cabinet",
                            "nested_options": []
                        },
                        {
                            "id": 54006,
                            "display_id": 29,
                            "value": "Desk",
                            "nested_options": []
                        },
                        {
                            "id": 54007,
                            "display_id": 30,
                            "value": "Chair",
                            "nested_options": []
                        }
                    ]
                },
                {
                    "id": 54008,
                    "display_id": 31,
                    "value": "Office Equipment ",
                    "nested_options": [
                        {
                            "id": 54009,
                            "display_id": 32,
                            "value": "Laptop",
                            "nested_options": []
                        },
                        {
                            "id": 54010,
                            "display_id": 33,
                            "value": "Printer",
                            "nested_options": []
                        },
                        {
                            "id": 54011,
                            "display_id": 34,
                            "value": "Desktop",
                            "nested_options": []
                        }
                    ]
                },
                {
                    "id": 54012,
                    "display_id": 35,
                    "value": "Employee Benefits",
                    "nested_options": [
                        {
                            "id": 54013,
                            "display_id": 36,
                            "value": "Health Insurance",
                            "nested_options": []
                        },
                        {
                            "id": 54014,
                            "display_id": 37,
                            "value": "Life Insurance",
                            "nested_options": []
                        },
                        {
                            "id": 54015,
                            "display_id": 38,
                            "value": "Retirement",
                            "nested_options": []
                        },
                        {
                            "id": 54016,
                            "display_id": 39,
                            "value": "Tuition Reimbursement",
                            "nested_options": []
                        },
                        {
                            "id": 54017,
                            "display_id": 40,
                            "value": "Financial Assistance",
                            "nested_options": []
                        },
                        {
                            "id": 54018,
                            "display_id": 41,
                            "value": "Relocation Assistance",
                            "nested_options": []
                        }
                    ]
                },
                {
                    "id": 54019,
                    "display_id": 42,
                    "value": "Employee Records and Documents",
                    "nested_options": [
                        {
                            "id": 54020,
                            "display_id": 43,
                            "value": "Verification Letter",
                            "nested_options": []
                        },
                        {
                            "id": 54021,
                            "display_id": 44,
                            "value": "Visa",
                            "nested_options": []
                        }
                    ]
                },
                {
                    "id": 54022,
                    "display_id": 45,
                    "value": "Employee Onboarding/Offboarding",
                    "nested_options": [
                        {
                            "id": 54023,
                            "display_id": 46,
                            "value": "Onboarding",
                            "nested_options": []
                        },
                        {
                            "id": 54024,
                            "display_id": 47,
                            "value": "Offboarding",
                            "nested_options": []
                        },
                        {
                            "id": 54025,
                            "display_id": 48,
                            "value": "Termination",
                            "nested_options": []
                        }
                    ]
                },
                {
                    "id": 54026,
                    "display_id": 49,
                    "value": "Talent Management",
                    "nested_options": [
                        {
                            "id": 54027,
                            "display_id": 50,
                            "value": "New role",
                            "nested_options": []
                        },
                        {
                            "id": 54028,
                            "display_id": 51,
                            "value": "Hiring request",
                            "nested_options": []
                        },
                        {
                            "id": 54029,
                            "display_id": 52,
                            "value": "Internal Transfer",
                            "nested_options": []
                        }
                    ]
                },
                {
                    "id": 54030,
                    "display_id": 53,
                    "value": "Employee Relations",
                    "nested_options": [
                        {
                            "id": 54031,
                            "display_id": 54,
                            "value": "Harrasment",
                            "nested_options": []
                        }
                    ]
                },
                {
                    "id": 54032,
                    "display_id": 55,
                    "value": "Workplace Access and Security",
                    "nested_options": [
                        {
                            "id": 54033,
                            "display_id": 56,
                            "value": "Access badge",
                            "nested_options": []
                        },
                        {
                            "id": 54034,
                            "display_id": 57,
                            "value": "Biometric system",
                            "nested_options": []
                        },
                        {
                            "id": 54035,
                            "display_id": 58,
                            "value": "Surveillance system",
                            "nested_options": []
                        },
                        {
                            "id": 54036,
                            "display_id": 59,
                            "value": "Alarms",
                            "nested_options": []
                        },
                        {
                            "id": 54037,
                            "display_id": 60,
                            "value": "Lighting in parking lots",
                            "nested_options": []
                        },
                        {
                            "id": 54038,
                            "display_id": 61,
                            "value": "After-hours access",
                            "nested_options": []
                        }
                    ]
                },
                {
                    "id": 54039,
                    "display_id": 62,
                    "value": "Travel",
                    "nested_options": [
                        {
                            "id": 54040,
                            "display_id": 63,
                            "value": "Accomodation",
                            "nested_options": []
                        },
                        {
                            "id": 54041,
                            "display_id": 64,
                            "value": "Flight Booking",
                            "nested_options": []
                        },
                        {
                            "id": 54042,
                            "display_id": 65,
                            "value": "Car rental",
                            "nested_options": []
                        }
                    ]
                },
                {
                    "id": 54043,
                    "display_id": 66,
                    "value": "Building and Grounds Maintenance",
                    "nested_options": [
                        {
                            "id": 54044,
                            "display_id": 67,
                            "value": "Electrical",
                            "nested_options": []
                        },
                        {
                            "id": 54045,
                            "display_id": 68,
                            "value": "Plumbing",
                            "nested_options": []
                        },
                        {
                            "id": 54046,
                            "display_id": 69,
                            "value": "HVAC",
                            "nested_options": []
                        },
                        {
                            "id": 54047,
                            "display_id": 70,
                            "value": "Furniture",
                            "nested_options": []
                        },
                        {
                            "id": 54048,
                            "display_id": 71,
                            "value": "Equipment",
                            "nested_options": []
                        },
                        {
                            "id": 54049,
                            "display_id": 72,
                            "value": "Painting",
                            "nested_options": []
                        },
                        {
                            "id": 54050,
                            "display_id": 73,
                            "value": "Landscaping",
                            "nested_options": []
                        },
                        {
                            "id": 54051,
                            "display_id": 74,
                            "value": "Pest Control",
                            "nested_options": []
                        },
                        {
                            "id": 54052,
                            "display_id": 75,
                            "value": "Cleaning",
                            "nested_options": []
                        }
                    ]
                },
                {
                    "id": 54053,
                    "display_id": 76,
                    "value": "Vendor Document Review",
                    "nested_options": [
                        {
                            "id": 54054,
                            "display_id": 77,
                            "value": "NDA",
                            "nested_options": []
                        },
                        {
                            "id": 54055,
                            "display_id": 78,
                            "value": "POC",
                            "nested_options": []
                        },
                        {
                            "id": 54056,
                            "display_id": 79,
                            "value": "EULA",
                            "nested_options": []
                        },
                        {
                            "id": 54057,
                            "display_id": 80,
                            "value": "SOW",
                            "nested_options": []
                        }
                    ]
                },
                {
                    "id": 54058,
                    "display_id": 81,
                    "value": "Payroll",
                    "nested_options": [
                        {
                            "id": 54059,
                            "display_id": 82,
                            "value": "Setup",
                            "nested_options": []
                        },
                        {
                            "id": 54060,
                            "display_id": 83,
                            "value": "Payslip",
                            "nested_options": []
                        },
                        {
                            "id": 54061,
                            "display_id": 84,
                            "value": "Salary",
                            "nested_options": []
                        },
                        {
                            "id": 54062,
                            "display_id": 85,
                            "value": "Bonus",
                            "nested_options": []
                        },
                        {
                            "id": 54063,
                            "display_id": 86,
                            "value": "Overtime",
                            "nested_options": []
                        }
                    ]
                },
                {
                    "id": 54064,
                    "display_id": 87,
                    "value": "Vendor Payment",
                    "nested_options": [
                        {
                            "id": 54065,
                            "display_id": 88,
                            "value": "New registration",
                            "nested_options": []
                        },
                        {
                            "id": 54066,
                            "display_id": 89,
                            "value": "Modify details",
                            "nested_options": []
                        },
                        {
                            "id": 54067,
                            "display_id": 90,
                            "value": "Payment issues",
                            "nested_options": []
                        }
                    ]
                },
                {
                    "id": 54068,
                    "display_id": 91,
                    "value": "Customer Payment",
                    "nested_options": [
                        {
                            "id": 54069,
                            "display_id": 92,
                            "value": "Refund",
                            "nested_options": []
                        },
                        {
                            "id": 54070,
                            "display_id": 93,
                            "value": "Credit Note",
                            "nested_options": []
                        },
                        {
                            "id": 54071,
                            "display_id": 94,
                            "value": "Invoice issues",
                            "nested_options": []
                        }
                    ]
                },
                {
                    "id": 54072,
                    "display_id": 95,
                    "value": "Reimbursements and Advances",
                    "nested_options": [
                        {
                            "id": 54073,
                            "display_id": 96,
                            "value": "Business Expenses",
                            "nested_options": []
                        },
                        {
                            "id": 54074,
                            "display_id": 97,
                            "value": "Corporate Credit Card",
                            "nested_options": []
                        },
                        {
                            "id": 54075,
                            "display_id": 98,
                            "value": "Cash Advance",
                            "nested_options": []
                        }
                    ]
                },
                {
                    "id": 54076,
                    "display_id": 99,
                    "value": "Legal Document Creation",
                    "nested_options": [
                        {
                            "id": 54077,
                            "display_id": 100,
                            "value": "MOU",
                            "nested_options": []
                        },
                        {
                            "id": 54078,
                            "display_id": 101,
                            "value": "NDA",
                            "nested_options": []
                        }
                    ]
                },
                {
                    "id": 54079,
                    "display_id": 102,
                    "value": "Legal Review - Vendor Documents",
                    "nested_options": [
                        {
                            "id": 54080,
                            "display_id": 103,
                            "value": "NDA",
                            "nested_options": []
                        },
                        {
                            "id": 54081,
                            "display_id": 104,
                            "value": "POC",
                            "nested_options": []
                        },
                        {
                            "id": 54082,
                            "display_id": 105,
                            "value": "EULA",
                            "nested_options": []
                        },
                        {
                            "id": 54083,
                            "display_id": 106,
                            "value": "SOW",
                            "nested_options": []
                        },
                        {
                            "id": 54084,
                            "display_id": 107,
                            "value": "MSA",
                            "nested_options": []
                        }
                    ]
                },
                {
                    "id": 54085,
                    "display_id": 108,
                    "value": "Legal Review - Customer Documents",
                    "nested_options": [
                        {
                            "id": 54086,
                            "display_id": 109,
                            "value": "NDA",
                            "nested_options": []
                        },
                        {
                            "id": 54087,
                            "display_id": 110,
                            "value": "POC",
                            "nested_options": []
                        },
                        {
                            "id": 54088,
                            "display_id": 111,
                            "value": "EULA",
                            "nested_options": []
                        },
                        {
                            "id": 54089,
                            "display_id": 112,
                            "value": "SOW",
                            "nested_options": []
                        },
                        {
                            "id": 54090,
                            "display_id": 113,
                            "value": "MSA",
                            "nested_options": []
                        }
                    ]
                },
                {
                    "id": 54091,
                    "display_id": 114,
                    "value": "Other",
                    "nested_options": []
                }
            ],
            "nested_fields": [
                {
                    "id": 24605,
                    "created_at": "2023-01-19T17:25:22Z",
                    "updated_at": "2023-01-19T17:25:22Z",
                    "name": "sub_category",
                    "label": "Sub-Category",
                    "level": 2,
                    "field_id": 187913
                },
                {
                    "id": 24606,
                    "created_at": "2023-01-19T17:25:22Z",
                    "updated_at": "2023-01-19T17:25:22Z",
                    "name": "item_category",
                    "label": "Item",
                    "level": 3,
                    "field_id": 187913
                }
            ],
            "workspace_id": 1
        },
        {
            "id": 189331,
            "created_at": "2023-02-02T05:56:15Z",
            "updated_at": "2023-02-02T05:56:15Z",
            "name": "it_field",
            "label": "IT field",
            "description": "",
            "field_type": "custom_text",
            "required": false,
            "required_for_closure": false,
            "position": 12,
            "default_field": false,
            "choices": [],
            "nested_fields": [],
            "workspace_id": 2
        }
    ]
  }
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Additional examples

1. Get the list of release fields from a specific workspace

1
 curl -v -u api_key:X -X GET 'https://domain.freshservice.com/api/v2/release_form_fields?workspace_id=2'
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Notes

This section lists all API that can be used to create, edit or otherwise manipulate Release Notes.

Attribute Type Description
id number Unique ID of the note. Read-Only
user_id number Id of the user who created the note.Read-Only
body string The body of the note in HTML format.Mandatory
body_text string The body of the note in plain text format. Read-Only
notify_emails Array of strings Addresses to which the note must be notified to
created_at date Date time at which the note was created. Read-Only
updated_at date Date time at which the note was updated. Read-Only

Create a note

Create a new note on a release request in freshservice.

post /api/v2/releases/[id]/notes
OAuth 2.0 Scope
freshservice.releases.notes.create
Sample code | Curl 
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curl -v -u api_key:X -H "Content-Type: application/json" -d '{ "body": "<div> body of the release note </div> "}' -X POST 'https://domain.freshservice.com/api/v2/releases/1/notes'
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Response 
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{
    "note": {
        "id": 1,
        "created_at": "2019-06-20T16:47:04Z",
        "updated_at": "2019-06-20T16:47:16Z",
        "body": "<div> body of the release note </div> ",
        "body_text": "body of the release note",
        "user_id": 1,
        "notify_emails": null
    }
}
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View a note

Retrieve a note on a Release request with the given ID from Freshservice.

get api/v2/releases/[id]/notes/[id]
OAuth 2.0 Scope
freshservice.releases.notes.view
Sample code | Curl 
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curl -v -u api_key:X -H "Content-Type: application/json" -X GET 'https://domain.freshservice.com/api/v2/releases/1/notes/1'
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Response 
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{
    "note": {
        "id": 1,
        "created_at": "2019-06-20T16:47:04Z",
        "updated_at": "2019-06-20T16:47:16Z",
        "body": "<div> body of the release note </div> ",
        "body_text": "body of the release note",
        "user_id": 1,
        "notify_emails": null
    }
}
EXPAND ↓

View all notes

Retrieve a list of all notes on a Release request with the given ID from Freshservice.

get /api/v2/releases/[id]/notes
OAuth 2.0 Scope
freshservice.releases.notes.view
Sample code | Curl 
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curl -v -u api_key:X -X GET 'https://domain.freshservice.com/api/v2/releases/1/notes'
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Response 
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{
    "notes": [
        {
            "id": 1,
            "created_at": "2019-06-20T16:47:04Z",
            "updated_at": "2019-06-20T16:47:16Z",
            "body": "<div> body of the release note </div>",
            "body_text": "body of the release note",
            "user_id": 1,
            "notify_emails": ["user@yourcompany.com"]
        },
        {
            "id": 2,
            "created_at": "2019-06-20T16:49:04Z",
            "updated_at": "2019-06-20T16:49:16Z",
            "body": "<div> body of the release note </div>",
            "body_text": "body of the release note",
            "user_id": 1,
            "notify_emails": ["user@yourcompany.com"]
        }
    ]
}
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Update a note

Update an existing note on an existing Release request in Freshservice.

put /api/v2/releases/[id]/notes/[id]
OAuth 2.0 Scope
freshservice.releases.notes.edit
Sample code | Curl 
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curl -v -u api_key:X -H "Content-Type: application/json" -X PUT -d '{ "body":<div> updated release note </div> }' 'https://domain.freshservice.com/api/v2/releases/1/notes/1'
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Response 
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{
    "note": {
        "id": 1,
        "created_at": "2019-06-20T16:47:04Z",
        "updated_at": "2019-06-20T16:47:16Z",
        "body": "<div> updated release note </div> ",
        "body_text": "updated release note",
        "user_id": 1,
        "notify_emails": null
    }
}
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Delete a note

Delete the note on a Release request with the given ID from Freshservice.

Note: Deleted Notes are permanently lost. You can't retrieve them once it's get deleted.

delete /api/v2/releases/[id]/notes/[id]
OAuth 2.0 Scope
freshservice.releases.notes.delete
Sample code | Curl 
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curl -v -u api_key:X -X DELETE 'https://domain.freshservice.com/api/v2/releases/1/notes/1'
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Response 
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HTTP Status: 204 No Content
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Time Entries

These APIs help you track exactly how much time you've spent on each release*, start/stop timers and perform a whole other lot of time tracking and monitoring tasks to ensure that your support team is always performing at peak efficiency.

Attribute Type Description
id number Unique ID of the time entry Read-Only
workspace_id number ID of the workspace to which the time entry belongs(inherited from the release's workspace). This attribute is applicable only to accounts on the Employee Support Mode.
task_id number Unique ID of the task associated with the time entry
executed_at datetime Date time at which the time entry is executed
billable boolean True if billable, false otherwise.
note string Description note of the time entry
start_time datetime Time at which the timer started
timer_running boolean True if timer is running, false otherwise
time_spent string Duration of time spent in seconds
agent_id number Unique ID of the user who created the time entry Mandatory
created_at datetime Timestamp at which the time entry is created Read-Only
updated_at datetime Time stamp at which the time entry is updated Read-Only

Create a Time Entry

Create a new time entry on a release request in freshservice.

post /api/v2/releases/[id]/time_entries
OAuth 2.0 Scope
freshservice.releases.time_entries.create
Sample code | Curl 
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curl -v -u api_key:X -H "Content-Type: application/json" -d '{"note":"test_entry","time_spent":"03:00","agent_id":1,"billable":true}' -X POST 'https://domain.freshservice.com/api/v2/releases/1/time_entries'
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Response 
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{
  "time_entry": {
      "id": 1,
      "created_at": "2019-06-26T15:44:11Z",
      "updated_at": "2019-06-26T16:32:11Z",
      "start_time": "2019-06-26T15:44:11Z",
      "timer_running": false,
      "billable": true,
      "time_spent": "03:00",
      "executed_at": "2019-06-26T15:44:11Z",
      "task_id": null,
      "workspace_id": 2,
      "note": "test_entry",
      "agent_id": 1,
      "custom_fields": {}
   }
}
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View a Time Entry

Retrieve a time entry on a Release request with the given ID from Freshservice.

get /api/v2/releases/[id]/time_entries/[id]
OAuth 2.0 Scope
freshservice.releases.time_entries.view
Sample code | Curl 
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curl -v -u api_key:X -H "Content-Type: application/json" -X GET 'https://domain.freshservice.com/api/v2/releases/1/time_entries/1'
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Response 
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{
   "time_entry": {
      "id": 1,
      "created_at": "2019-06-26T15:44:11Z",
      "updated_at": "2019-06-26T16:32:11Z",
      "start_time": "2019-06-26T15:44:11Z",
      "timer_running": false,
      "billable": true,
      "time_spent": "03:00",
      "executed_at": "2019-06-26T15:44:11Z",
      "task_id": null,
      "workspace_id": 2,
      "note": "test_entry",
      "agent_id": 1,
      "custom_fields": {}
   }
}
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List All Time Entries

Retrieve the time entries on a Release request with the given ID from Freshservice.

get /api/v2/releases/[id]/time_entries
OAuth 2.0 Scope
freshservice.releases.time_entries.view
Sample code | Curl 
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curl -u api_key:X -H "Content-Type: application/json" -X GET 'https://domain.freshservice.com/api/v2/releases/1/time_entries'
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Response 
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{
   "time_entries": [
   {
      "id": 1,
      "created_at": "2019-06-26T15:44:11Z",
      "updated_at": "2019-06-26T16:32:11Z",
      "start_time": "2019-06-26T15:44:11Z",
      "timer_running": false,
      "billable": true,
      "time_spent": "00:48",
      "executed_at": "2019-06-26T15:44:11Z",
      "task_id": null,
      "workspace_id": 2,
      "note": "time_entry 1",
      "agent_id": 1,
      "custom_fields": {}
   },
   {
      "id": 2,
      "created_at": "2019-06-26T15:44:02Z",
      "updated_at": "2019-06-26T15:44:11Z",
      "start_time": "2019-06-26T15:44:02Z",
      "timer_running": false,
      "billable": true,
      "time_spent": "00:00",
      "executed_at": "2019-06-26T15:44:02Z",
      "task_id": null,
      "workspace_id": 2,
      "note": "time_entry 2",
      "agent_id": 1,
      "custom_fields": {}
   }
   ]
}
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Update a Time Entry

Update an existing time entry on an existing Release request in Freshservice.

put /api/v2/releases/[id]/time_entries/[id]
OAuth 2.0 Scope
freshservice.releases.time_entries.edit
Sample code | Curl 
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curl -u api_key:X -H "Content-Type: application/json" -X PUT -d '{"note":"time entry update","billable":false}' 'https://domain.freshservice.com/api/v2/releases/1/time_entries/1'
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Response 
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{
  "time_entry": {
      "id": 1,
      "created_at": "2019-06-26T15:44:11Z",
      "updated_at": "2019-06-26T16:32:11Z",
      "start_time": "2019-06-26T15:44:11Z",
      "timer_running": false,
      "billable": false,
      "time_spent": "03:00",
      "executed_at": "2019-06-26T15:44:11Z",
      "task_id": null,
      "workspace_id": 2,
      "note": "time entry update",
      "agent_id": 1,
      "custom_fields": {}
   }
}
EXPAND ↓

Delete a Time Entry

Delete the time entry on a Release request with the given ID from Freshservice.

delete /api/v2/releases/[id]/time_entries/[id]
OAuth 2.0 Scope
freshservice.releases.time_entries.delete
Sample code | Curl 
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curl -u api_key:X -H "Content-Type: application/json" -X DELETE 'https://domain.freshservice.com/api/v2/releases/1/time_entries/1'
EXPAND ↓
Response 
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HTTP Status: 200 OK
EXPAND ↓

Tasks

This section lists all API that can be used to create, edit or otherwise manipulate Release Tasks.

Attribute Type Description
id number Unique ID of the task.
agent_id number Id of the agent to whom the task is assigned
status number Status of the task, 1-Open, 2-In Progress, 3-Completed
due_date DateTime Due date of the task
notify_before number Time in seconds before which notification is sent prior to due date
title string Title of the task
description string Description of the task
created_at DateTime Timestamp at which the task was created
updated_at DateTime Timestamp at which the task was updated
closed_at DateTime Timestamp at which the task was closed
group_id number Unique ID of the group to which the task is assigned

Create a Task

Create a new task on a release in freshservice

Attribute Type Description
workspace_id number ID of the workspace to which the task belongs. This attribute is applicable only to accounts on the Employee Support Mode. The default value is the ID of the workspace of the release.
agent_id number ID of the agent to whom the task is assigned
status number Status of the task, 1-Open, 2-In Progress, 3-Completed
due_date datetime Due date of the task
notify_before number Time in seconds before which notification is sent prior to due date
title string Title of the task
description string Description of the task
group_id number Unique ID of the group to which the task is assigned
post /api/v2/releases/[id]/tasks
OAuth 2.0 Scope
freshservice.releases.tasks.create
Sample code | Curl 
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curl -v -u api_key:X -H "Content-Type: application/json" -d '{
  "due_date": "2020-04-27T13:23:20.813Z",
  "notify_before": 0,
  "title": "Supply lightsabers to all the Jedis",
  "description": "We need to re-supply to win the war!",
  "workspace_id": 3
}' -X POST 'https://domain.freshservice.com/api/v2/releases/1/tasks'
EXPAND ↓
Response 
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{
  "task": {
    "id": 1,
    "agent_id": null,
    "status": 1,
    "due_date": "2020-04-27T13:23:20.837Z",
    "notify_before": 0,
    "title": "Supply lightsabers to all the Jedis",
    "description": "We need to re-supply to win the war!",
    "created_at": "2020-04-27T13:23:20.837Z",
    "updated_at": "2020-04-27T13:23:20.837Z",
    "closed_at": null,
    "group_id": null,
    "workspace_id": 3
  }
}
EXPAND ↓

View a Task

Retrieve a task on a Release with the given ID from Freshservice

get api/v2/releases/[id]/tasks/[id]
OAuth 2.0 Scope
freshservice.releases.tasks.view
Sample code | Curl 
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curl -v -u api_key:X -H "Content-Type: application/json" -X GET 'https://domain.freshservice.com/api/v2/releases/1/tasks/1'
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{
  "task": {
    "id": 1,
    "agent_id": null,
    "status": 1,
    "due_date": "2020-04-27T13:25:11.575Z",
    "notify_before": 0,
    "title": "Supply lightsabers to all the Jedis",
    "description": "We need to re-supply to win the war!",
    "created_at": "2020-04-27T13:25:11.575Z",
    "updated_at": "2020-04-27T13:25:11.575Z",
    "closed_at": null,
    "group_id": null,
    "workspace_id": 2
  }
}
EXPAND ↓

View all Tasks

Retrieve the tasks on a Release with the given ID from Freshservice

get /api/v2/releases/[id]/tasks
OAuth 2.0 Scope
freshservice.releases.tasks.view
Sample code | Curl 
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curl -v -u api_key:X -X GET 'https://domain.freshservice.com/api/v2/releases/1/tasks'
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{
  "tasks": [
    {
      "id": 1,
      "agent_id": null,
      "status": 1,
      "due_date": "2020-04-27T13:26:22.820Z",
      "notify_before": 0,
      "title": "Supply lightsabers to all the Jedis",
      "description": "We need to re-supply to win the war!",
      "created_at": "2020-04-27T13:26:22.820Z",
      "updated_at": "2020-04-27T13:26:22.820Z",
      "closed_at": null,
      "group_id": null,
      "workspace_id": 2
    }
  ]
}
EXPAND ↓

Update a Task

Update an existing task on an existing Release in Freshservice

put /api/v2/releases/[id]/tasks/[id]
OAuth 2.0 Scope
freshservice.releases.tasks.edit
Sample code | Curl 
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curl -v -u api_key:X -H "Content-Type: application/json" -X PUT -d '{
  "status": 3,
  "notify_before": 0,
  "title": "Supply lightsabers to all the Jedis",
  "description": "We need to re-supply to win the war!",
  "workspace_id: 2"
}' 'https://domain.freshservice.com/api/v2/releases/1/tasks/1'
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{
  "task": {
    "id": 1,
    "agent_id": null,
    "status": 3,
    "due_date": "2020-04-27T13:27:32.847Z",
    "notify_before": 0,
    "title": "Supply lightsabers to all the Jedis",
    "description": "We need to re-supply to win the war!",
    "created_at": "2020-04-27T13:27:32.847Z",
    "updated_at": "2020-04-27T13:27:32.847Z",
    "closed_at": "2020-04-27T13:27:32.847Z",
    "group_id": null,
    "workspace_id": 2
  }
}
EXPAND ↓

Delete a Task

Delete the task on a Release with the given ID from Freshservice

Note: Deleted tasks are permanently lost. You can't retrieve them once it's get deleted.

delete /api/v2/releases/[id]/tasks/[id]
OAuth 2.0 Scope
freshservice.releases.tasks.delete
Sample code | Curl 
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curl -v -u api_key:X -X DELETE 'https://domain.freshservice.com/api/v2/releases/1/tasks/1'
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Response 
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HTTP Status: 204 Ok
EXPAND ↓

CABs

A Change Advisory Board, or a CAB consists of a set of agents who have been nominated to verify new changes in the service desk. They help managers to assess changes and finalize them before implementation. The members of the each CAB include experts in a particular area, who go through every change before they approve or reject it.
Freshservice lets you create custom CABs and fill them up with specific experts from your team. Whenever a change needs approval, the Change Manager can select any of the available CABs and also pick out individual members of the CAB who will get to review it.

Note:
Only users with "Manage Users" privilege can access all the CAB APIs. Users with "Edit Changes" privilege can access only List All Cabs API and View A Cab API.

Attribute Type Description
name string Name of the CABMandatory
description string Description of the CAB
created_at datetime Date and time when the CAB was created
updated_at datetime Date and time when the CAB was last updated
members array A comma separated array of user IDs of members of this group
member_details array A comma separated array of member details like id, name, email, mobile, phone

Create a CAB

Note: A maximum of 100 user IDs can be be passed to add_members at a time.

Attribute Type Description
name string Name of the CAB.Mandatory
description string Description of the CAB.
add_members array A comma separated array of user IDs of agents who are to be added as members to this CAB.
post api/v2/cabs
Sample code | Curl 
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curl -v -u api_key:X -H "Content-Type: application/json" -X POST -d '{"name":"Change Planning", "description":"Change Plan Acceptance Board", "members":[1,16]}' 'https://domain.freshservice.com/api/v2/cabs'
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{
  "cab": {
    "id":2,
    "name":"Change Planning",
    "description":"Change Plan Acceptance Board",
    "members":[
      1,
      16
    ],
    "created_at":"2015-01-08T07:53:41+05:30",
    "updated_at":"2015-01-08T07:53:41+05:30"
  }
}
EXPAND ↓
Additional examples

1. Create a CAB with members

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 curl -v -u api_key:X -H "Content-Type: application/json" -X POST -d '{"name":"Change Management", "description":"Change Plan Acceptance Board", "add_members": [1, 16]}' 'https://domain.freshservice.com/api/v2/cabs'
EXPAND ↓

2. Create a CAB with no members

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 curl -v -u api_key:X -H "Content-Type: application/json" -X POST -d '{"name":"Change Management", "description":"Change Plan Acceptance Board"}' 'https://domain.freshservice.com/api/v2/cabs'
EXPAND ↓

List All CABs

Note:
All the below requests are paginated to return only 30 CABS per page as default. Append the parameter "page=[:page_no]" in the url to traverse through pages & "per_page=[:cabs_per_page]" to specify CABS needed to be returned in a page.

get api/v2/cabs
Sample code | Curl 
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{
    "cabs": [
      {
        "id": 26,
        "name": "Change Planning",
        "description": "Change Plan Acceptance Board",
        "created_at": "2024-05-29T06:59:52Z",
        "updated_at": "2024-05-29T06:59:52Z"
      },
      {
        "id": 27,
        "name": "Release Acceptance",
        "description": "Release Acceptance Board",
        "created_at": "2024-05-29T11:44:56Z",
        "updated_at": "2024-05-29T11:44:56Z"
      }
    ]
  }
EXPAND ↓
Additional examples

List the CABs present in an account 5 per page, from first page

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 curl -v -u api_key:X -X GET 'https://domain.freshservice.com/api/v2/cabs?page=1&per_page=5'
EXPAND ↓

View a CAB

Use 'include' to embed additional details in the response. Include will consume 2 additional credits. For example if you embed the member_details you will be charged a total of 3 API credits for the call.

Note:
By default, member_details field will not be included in the response. They can be retrieved via the embedding functionality.

Embed Handle
member_details /api/v2/cabs/[id]?include=member_details
Will return details of the members of this CAB. Including member_details will consume three API calls.
get api/v2/cabs/[id]
Sample code | Curl 
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curl -v -u api_key:X -X GET 'https://domain.freshservice.com/api/v2/cabs/26'
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{
    "cab": {
      "id": 26,
      "name": "Change Planning",
      "description": "Change Plan Acceptance Board",
      "created_at": "2024-05-29T06:59:52Z",
      "updated_at": "2024-05-29T06:59:52Z",
      "members": [
        4
      ]
    }
  }
EXPAND ↓
Additional examples

View the CAB's details with included details of its members

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 curl -v -u api_key:X -X GET 'https://domain.freshservice.com/api/v2/cabs/26?include=member_details'
EXPAND ↓

Update a CAB

Note: A maximum of 100 user IDs can be be passed to add_members or remove_members at a time.

Attribute Type Description
name string Name of the CAB.Mandatory
description string Description of the CAB.
add_members array A comma separated array of user IDs of agents who are to be added as members to this CAB.
remove_members array A comma separated array of user IDs of agents who are to be removed from members in a CAB.
patch /api/v2/cabs/[id]
Sample code | Curl 
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curl -v -u api_key:X -H "Content-Type: application/json" -X PATCH -d '{"name":"Change Planning", "description":"Change Plan Acceptance Board", "members":[1,16]}' 'https://domain.freshservice.com/api/v2/cabs/2'
EXPAND ↓
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{
  "cab": {
    "id":2,
    "name":"Change Planning",
    "description":"Change Plan Acceptance Board",
    "members":[
      1,
      16
    ],
    "created_at":"2015-01-08T07:53:41+05:30",
    "updated_at":"2015-01-08T07:53:41+05:30"
  }
}
EXPAND ↓
Additional examples

1. Add members to an existing CAB

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 curl -v -u api_key:X -H "Content-Type: application/json" -X PATCH -d '{"add_members": [1, 16]}' 'https://domain.freshservice.com/api/v2/cabs/2'
EXPAND ↓

2. Update the Name of an existing CAB

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 curl -v -u api_key:X -H "Content-Type: application/json" -X PATCH -d '{"name":"Change Management"}' 'https://domain.freshservice.com/api/v2/cabs/2'
EXPAND ↓

Delete a CAB

Note:
1. Deleting a CAB will only disband the CAB and delete the CAB's details. It does not delete the members/users.
2. Deleted CABs cannot be restored.

delete /api/v2/cabs/[id]
Sample code | Curl 
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curl -v -u api_key:X -X DELETE 'https://domain.freshservice.com/api/v2/cabs/5'
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Response 
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HTTP Status: 204 No Content
EXPAND ↓

Workspaces

This section describes the APIs to retrieve information about a specific or all workspaces in an account.

Attribute Type Description
id number Unique identifier of the WorkspaceRead-Only
name string Name of the workspace
description string Description of the workspace
primary boolean Signifies if the workspace is assigned as the primary workspace of the account
restricted boolean Signifies if the workspace is marked as restricted
state string Status of the workspace. Possible values:
active: The workspace is in active state
draft: The workspace is in draft state
template_name string The template from which the workspace was created
created_at datetime date and time when the workspace was created
updated_at datetime date and time when the workspace was updated

List All Workspaces

Retrieves information about all the workspaces created in the account

get api/v2/workspaces
OAuth 2.0 Scope
freshservice.workspaces.view
Sample code | Curl 
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curl -v -u api_key:X -H "Content-Type: application/json" -X GET 'https://domain.freshservice.com/api/v2/workspaces'
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{
      "workspaces": [
          {
              "created_at": "2023-09-21T13:48:19Z",
              "description": null,
              "id": 2,
              "name": "IT",
              "primary": true,
              "restricted": false,
              "state": "active",
              "template_name": "it",
              "updated_at": "2023-09-21T13:48:19Z"
          },
          {
              "created_at": "2023-09-21T14:55:38Z",
              "description": "",
              "id": 3,
              "name": "HR",
              "primary": false,
              "restricted": false,
              "state": "active",
              "template_name": "hr",
              "updated_at": "2023-09-21T14:57:27Z"
          }
      ]
  }
EXPAND ↓

View a Workspace

Retrieves information about a particular workspace in the account

get api/v2/workspaces/[id]
OAuth 2.0 Scope
freshservice.workspaces.view
Sample code | Curl 
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curl -v -u api_key:X -H "Content-Type: application/json" -X GET 'https://domain.freshservice.com/api/v2/workspaces/2'
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{
      "workspace": {
          "created_at": "2023-09-21T13:48:19Z",
          "description": null,
          "id": 2,
          "name": "IT",
          "primary": true,
          "restricted": false,
          "state": "active",
          "template_name": "it",
          "updated_at": "2023-09-21T13:48:19Z"
      }
}
EXPAND ↓

Approvals

This section lists API that can be used for approval requests across ticket and change modules.

Approval Properties

Approvals use certain fixed numerical values to denote its status and types. These numerical values along with their meanings are given below:

Approval Type Value
To be approved by Everyone 1
To be approved by Anyone 2
To be approved by Majority 3
To be approved by First Responder 4
Status Value
Requested 0
Approved 1
Rejected 2
Cancelled 3

List All Approvals

The approval properties can be used to filter approvals from ticket and change module and get a list of approval requests matching the specified filters.

Note:
1. This API is paginated and will return at max 30 approval requests. Use “page” filter with the page number to fetch more requests.
2. You need to pass the “parent” filter along with one of the following filters mandatorily to fetch the approval requests through this API: approver_id, status, parent_id or delegatee_id.
3. The results will be sorted in ascending order of their created date.

Supported filters

Attribute Type Description
parent string Parent module of the approval (ticket/change)Mandatory
parent_id* number ID of the parent module
status* string Status of the approval request
approver_id* number User ID of the approver
level number Level of approval
delegatee_id* number User ID of the delegatee
* Any of the four attributes is mandatory.
get /api/v2/approvals?parent=[module]
Sample code | Curl 
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curl -v -u api_key:X -X GET 'https://domain.freshservice.com/api/v2/approvals?parent=ticket&approver_id=123&status=requested&parent_id=12&level=1&page=1
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{
	approvals: [
	{
		"id": 1,
		"parent": "ticket",
		"parent_id": 12,
		"created_at": "2020-04-10T04:12:33Z",
		"updated_at": "2020-04-10T04:12:33Z",
		"approver_id": 123,
		"approver_name": "Harry Porter",
		"approval_type": 1,
		"level": 1
		"user_id": 1,
		"user_name": "Rubeus Hagrid",
		"approval_status": {
			"id": 0,
			"name": "requested"
	   	},
		"delegatee": {
			"id": 21,
	  	 	"name": "Rolanda Hooch"
		},
		"latest_remark": ""
	}],
	"total": 1
}
EXPAND ↓

Requesters

Requesters are Freshservice users who consume services provided by the agent teams.

Attribute Type Description
id number User ID of the requester.
first_name string First name of the requester.Mandatory
last_name string Last name of the requester.
job_title string Job title of the requester.
primary_email* string Primary email address of the requester.
secondary_emails array of strings Additional/secondary emails associated with the requester.
work_phone_number* number Work phone number of the requester.
mobile_phone_number* number Mobile phone number of the requester.
department_ids array of numbers Unique IDs of the departments associated with the requester
can_see_all_tickets_from_associated_departments boolean Set to true if the requester must be allowed to view tickets filed by other members of the department, and false otherwise
reporting_manager_id number User ID of the requester’s reporting manager.
address string Address of the requester.
time_zone string Time zone of the requester. Read more here.
time_format string Time format for the requester.Possible values:
12h (12 hour format)
24h (24 hour format)
language string Language used by the requester. The default language is “en” (English). Read more here.
location_id number Unique ID of the location associated with the requester.
background_information string Background information of the requester.
custom_fields hash Key-value pair containing the names and values of the (custom) requester fields.
active boolean Set to true if the user is active, and false if the user account has been deactivated.
has_logged_in boolean Set to true if the user has logged in to Freshservice at least once, and false otherwise.
created_at datetime Date and time when the requester was created
updated_at datetime Date and time when the requester was last updated
is_agent boolean Set to true if the user is an agent, false if the user is a requesterRead-Only
* primary_email, work_phone_number or mobile_phone_number - one of three is mandatory to create a requester.

Create a Requester

This operation allows you to create a new requester.

Attribute Type Description
first_name string First name of the requester.Mandatory
last_name string Last name of the requester.
job_title string Job title of the requester.
primary_email* string Primary email address of the requester.
secondary_emails array of strings Additional/secondary emails associated with the requester.
work_phone_number* number Work phone number of the requester.
mobile_phone_number* number Mobile phone number of the requester.
department_ids array of numbers Unique IDs of the departments associated with the requester
can_see_all_tickets_from_associated_departments boolean Set to true if the requester must be allowed to view tickets filed by other members of the department, and false otherwise
reporting_manager_id number User ID of the requester’s reporting manager.
address string Address of the requester.
time_zone string Time zone of the requester. Read more here.
time_format string Time format for the requester.Possible values:
12h (12 hour format)
24h (24 hour format)
language string Language used by the requester. The default language is “en” (English). Read more here.
location_id number Unique ID of the location associated with the requester.
background_information string Background information of the requester.
custom_fields hash Key-value pair containing the names and values of the (custom) requester fields.
* primary_email, work_phone_number or mobile_phone_number - one of three is mandatory to create a requester.
post /api/v2/requesters
OAuth 2.0 Scope
freshservice.requesters.create
Sample code | Curl 
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curl -v -u api_key:X -H "Content-Type: application/json" -X POST -d '{"first_name":"Ron","last_name":"Weasley","job_title":"Student","primary_email":"ronald.weasley@hogwarts.edu","secondary_emails":["ronald.weasley@freshservice.com", ronald.weasley@freshworks.com"],"work_phone_number":"62443","mobile_phone_number":"77762443","department_ids":[554],"can_see_all_tickets_from_associated_departments":false,"reporting_manager_id":656,"address":"Gryffindor Tower","time_zone":"Edinburgh","language":"en","location_id":23,"background_information":"","custom_fields":{"quidditch_role":null,"hogsmeade_permission":true}}' 'https://domain.freshservice.com/api/v2/requesters'
EXPAND ↓
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{
   "requester":{
      "id":888,
      "is_agent":false,
      "first_name":"Ron",
      "last_name":"Weasley",
      "job_title":"Student",
      "primary_email":"ronald.weasley@hogwarts.edu",
      "secondary_emails":[
        "ronald.weasley@freshservice.com",
        "ronald.weasley@freshworks.com"
      ],
      "work_phone_number":"62443",
      "mobile_phone_number":"77762443",
      "department_ids":[
         554
      ],
      "can_see_all_tickets_from_associated_departments":false,
      "reporting_manager_id":656,
      "address":"Gryffindor Tower",
      "time_zone":"Edinburgh",
      "time_format":"12h",
      "language":"en",
      "location_id":23,
      "background_information":"",
      "custom_fields":{
         "quidditch_role":null,
         "hogsmeade_permission":true
      },
      "active":true,
      "has_logged_in":false
   }
}
EXPAND ↓

View a Requester

This operation allows you to view information about a user.

get /api/v2/requesters/[id]
OAuth 2.0 Scope
freshservice.requesters.view
Sample code | Curl 
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curl -v -u api_key:X -X GET 'https://domain.freshservice.com/api/v2/requesters/777'
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{
   "requester":{
      "id":777,
      "is_agent":false,
      "first_name":"Harry",
      "last_name":"Potter",
      "job_title":"Student",
      "primary_email":"harry.potter@hogwarts.edu",
      "secondary_emails":[
         "harry.potter@freshservice.com",
         "harry.potter@freshworks.com"
      ],
      "work_phone_number":"62442",
      "mobile_phone_number":"77762442",
      "department_ids":[
         554
      ],
      "can_see_all_tickets_from_associated_departments":false,
      "reporting_manager_id":656,
      "address":"Gryffindor Tower",
      "time_zone":"Edinburgh",
      "time_format":"12h",
      "language":"en",
      "location_id":23,
      "background_information":"",
      "custom_fields":{
         "quidditch_role":"Seeker",
         "hogsmeade_permission":true
      },
      "active":true,
      "has_logged_in":false
   }
}
EXPAND ↓

List All Requesters

This operation returns a list of all requesters in the account. Adding "include_agents=true" to the query string will include agents in the response. Use filters to view only specific users (those who match the criteria that you choose).

Note: When using filters, the query string must be URL encoded.

Filter by Handle
email, mobile_phone_number, work_phone_number /api/v2/requesters?[filter]=[value]
Example:
/api/v2/requesters?email=harry.potter@hogwarts.edu
/api/v2/requesters?mobile_phone_number=77762442
/api/v2/requesters?work_phone_number=62442
get /api/v2/requesters
OAuth 2.0 Scope
freshservice.requesters.view
Sample code | Curl 
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curl -v -u api_key:X -X GET 'https://domain.freshservice.com/api/v2/requesters'
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Response 
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{
   "requesters":[
      {
         "id":777,
         "is_agent":false,
         "first_name":"Harry",
         "last_name":"Potter",
         "job_title":"Student",
         "primary_email":"harry.potter@hogwarts.edu",
         "secondary_emails":[
            "harry.potter@freshservice.com",
            "harry.potter@freshworks.com"
         ],
         "work_phone_number":"62442",
         "mobile_phone_number":"77762442",
         "department_ids":[
            554
         ],
         "can_see_all_tickets_from_associated_departments":false,
         "reporting_manager_id":656,
         "address":"Gryffindor Tower",
         "time_zone":"Edinburgh",
         "time_format":"12h",
         "language":"en",
         "location_id":23,
         "background_information":"",
         "custom_fields":{
            "quidditch_role":"Seeker",
            "hogsmeade_permission":true
         },
         "active":true,
         "has_logged_in":false
      },
      {
         "id":1434,
         "is_agent":true,
         "first_name":"Rubeus",
         "last_name":"Hagrid",
         "job_title":"Gamekeeper",
         "primary_email":"rubeus.hagrid@hogwarts.edu",
         "secondary_emails":[],
         "work_phone_number":"62442",
         "mobile_phone_number":"77762442",
         "department_ids":[
            554
         ],
         "can_see_all_tickets_from_associated_departments":false,
         "reporting_manager_id":32,
         "address":"Gryffindor Tower",
         "time_zone":"Edinburgh",
         "time_format":"12h",
         "language":"en",
         "location_id":34,
         "background_information":"",
         "custom_fields":{
            "quidditch_role":"Seeker",
            "hogsmeade_permission":true
         },
         "active": true
         "has_logged_in":false
      },
      {
         "id":888,
         "is_agent":false,
         "first_name":"Ron",
         "last_name":"Weasley",
         "job_title":"Student",
         "primary_email":"ronald.weasley@hogwarts.edu",
         "secondary_emails":[
            "ronald.weasley@freshservice.com",
            "ronald.weasley@freshworks.com"
         ],
         "work_phone_number":"62443",
         "mobile_phone_number":"77762443",
         "department_ids":[
            554
         ],
         "can_see_all_tickets_from_associated_departments":false,
         "reporting_manager_id":656,
         "address":"Gryffindor Tower",
         "time_zone":"Edinburgh",
         "time_format":"12h",
         "language":"en",
         "location_id":23,
         "background_information":"",
         "custom_fields":{
            "quidditch_role":null,
            "hogsmeade_permission":true
         },
         "active":true,
         "has_logged_in":false
      }
   ]
}
EXPAND ↓
Additional examples

Retrieve the second page of the list of users. (This list contains information about 30 users by default, and is always sorted by the first name of the user.)

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 curl -v -u api_key:X -X GET 'https://domain.freshservice.com/api/v2/requesters?per_page=20&page=2'
EXPAND ↓

Get an agent by their work phone number

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 curl -v -u api_key:X -X GET 'https://domain.freshservice.com/api/v2/requesters?work_phone_number=234234&include_agents=true'
EXPAND ↓

Filter Requesters

Use Requester attributes to filter your list.

Note:
1. Filtered results cannot be sorted. By default it is sorted by created_at in descending order.
2. Adding "include_agents=true" to the query string will include agents in the response. The default response includes only requesters and not agents. Only users who also have the "Manage Agents" permission will be able to use this modifier.
3. The query must be URL encoded (see example).
4. Query can be framed using the name of the requester fields, which can be obtained from the Supported Requester Fields Section.
5. Query string must be enclosed between a pair of double quotes and can have up to 512 characters.
6. Logical operators AND, OR along with parenthesis( ) can be used to group conditions.
7. Relational operators greater than or equal to :> and less than or equal to :< can be used along with date fields and numeric fields.
8. Input for date field should be in UTC Format.
9. The number of objects returned per page is 30.
10. To scroll through the pages add the page parameter to the url. The page number starts with 1 and should not exceed 40.
11. To filter for fields with no values assigned, use the null keyword.
12. The "~" query operator can be used for "starts with" text searches. "Starts with" search is supported for one or more of the following attributes: first_name, last_name, name, primary_email, mobile_phone_number, work_phone_number. The query format is https://domain.freshservice.com/api/v2/requesters?query="~[attribute_1|attribute_2]:'somestring'". The query needs to be URL encoded. This would return a list of users for whom attribute_1 OR attribute_2 starts with "somestring". Refer to examples 13, 14, and 15.
13. Please note that any update made to requester either in Freshservice application or through API may take a few minutes to get indexed, after which the updated results will be available through API.

Supported Requester Fields

Field Type Description
first_name string First name of the requester.
last_name string Last name of the requester.
name string Concatenation of first_name and last_name with single space in-between fields.
job_title string Title of the requester.
primary_email string Email address of the requester.
work_phone_number string Work phone of the requester.
mobile_phone_number string Mobile phone of the requester.
department_id integer ID of the department(s) assigned to the requester.
reporting_manager_id integer ID of the reporting manager.
time_zone string ID of the department.
language string Language code(Eg. en, ja-JP).
location_id integer ID of the location.
created_at date Date (YYYY-MM-DD) when the requester is created.
updated_at date Date (YYYY-MM-DD) when the requester is updated.
Custom Fields Supported Type
Single line text string
Number integer
Dropdown string
Date date
Phone number string
get /api/v2/requesters?query=[query]
OAuth 2.0 Scope
freshservice.requesters.view
Response 
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{
    "requesters": [
        {
            "active": true,
            "address": "",
            "background_information": "",
            "can_see_all_tickets_from_associated_departments": false,
            "created_at": "2021-04-09T19:27:05Z",
            "custom_fields": {
                "joined_as": "Pirate",
                "night_shift": true,
                "office_signed_in_1185347412": "Caribbean Sea",
                "joined_date": "2016-04-19T18:30:00Z",
                "spl_number": null,
                "dropdown_text": "Black Pearl"
            },
            "department_ids": [],
            "external_id": null,
            "first_name": "Jack",
            "has_logged_in": true,
            "id": 15000012,
            "job_title": "Jack the Pirate",
            "language": "en",
            "last_name": "Sparrow",
            "location_id": null,
            "mobile_phone_number": "9999900000",
            "primary_email": "jack@yourcompany.com",
            "reporting_manager_id": null,
            "secondary_emails": [
                "jackie@clientcompany.com"
            ],
            "time_format": "12h",
            "time_zone": "Eastern Time (US & Canada)",
            "updated_at": "2021-04-16T14:39:39Z",
            "work_phone_number": "1234567890"
        }
    ]
}
EXPAND ↓
Additional examples

1. Get the requester by primary email: 'requester@yourcompany.com'.

   "primary_email:'requester@yourcompany.com'"

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 curl -v -u api_key:X -X GET 'https://domain.freshservice.com/api/v2/requesters?query="primary_email:%27requester%40yourcompany.com%27"'
EXPAND ↓


2. Get all the requesters by job title: 'Staff Engineer'.

   "job_title : 'Staff Engineer'"

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 curl -v -u api_key:X -X GET 'https://domain.freshservice.com/api/v2/requesters?query="job_title:%27Staff%20Engineer%27"'
EXPAND ↓


3. Get the requester by work phone number: '(91)99999 10001'.

   "work_phone_number : '(91)99999 10001'"

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 curl -v -u api_key:X -X GET 'https://domain.freshservice.com/api/v2/requesters?query="work_phone_number:%2891%2999999%2010001"'
EXPAND ↓


4. Get the agents and requesters whose mobile phone number is not set: null.

   "mobile_phone_number :null"

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 curl -v -u api_key:X -X GET 'https://domain.freshservice.com/api/v2/requesters?query="mobile_phone_number:null"'&include_agents=true
EXPAND ↓


5. Get all the requesters by time zone: Eastern Time (US & Canada) AND language: 'en'.

   "time_zone:'Eastern Time (US & Canada)' AND language:'en'"

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 curl -v -u api_key:X -X GET 'https://domain.freshservice.com/api/v2/requesters?query="time_zone%3A%27Eastern%20Time%20(US%20%26%20Canada)%27%20AND%20language%3A%27en%27"'
EXPAND ↓


6. Get all the requesters by location_id: '5678 AND reporting manager id: 100001'.

   "location_id:5678 AND reporting_manager_id:100001"

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 curl -v -u api_key:X -X GET 'https://domain.freshservice.com/api/v2/requesters?query="location_id%3A5678%20AND%20reporting_manager_id%3A100001"'
EXPAND ↓


7. Get all the requesters whose department ID is '12345' or '67890'.

   "department_id:12345 OR department_id:67890"

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 curl -v -u api_key:X -X GET 'https://domain.freshservice.com/api/v2/requesters?query="department_id:12345%20OR%20department_id:67890"'
EXPAND ↓


8. Using greater than(>) operator.

   "created_at :> '2020-01-01'"

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 curl -v -u api_key:X -X GET 'https://domain.freshservice.com/api/v2/requesters?query="created_at%3A%3E%272020-01-01%27"'
EXPAND ↓


9. Using AND, OR, Parenthesis ( ) operator'

   "job_title : 'Customer Success Specialist' AND (department_id:4001 OR department_id:5001) AND (location_id:200 OR location_id:300)"

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 curl -v -u api_key:X -X GET 'https://domain.freshservice.com/api/v2/requesters?query ="job_title%20%3A%20%27Customer%20Success%20Specialist%27%20AND%20(department_id%3A4001%20OR%20department_id%3A5001) %20AND%20(location_id%3A200%20OR%20location_id%3A300)"'
EXPAND ↓


10. Using custom fields: Labels defined as 'Product Name' AND 'Date of Joining'.

   "product_name : 'Fresh Service' AND date_of_joining:<'2015-06-30'"

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 curl -v -u api_key:X -X GET 'https://domain.freshservice.com/api/v2/requesters?query="product_name%20%3A%20%27Fresh%20Service%27%20AND%20date_of_joining%3A%3C%272015-06-30%27"'
EXPAND ↓


11. Include both requesters and agents in the response

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 curl -v -u api_key:X -X GET 'https://domain.freshservice.com/api/v2/requesters?include_agents=true'
EXPAND ↓


12. Include both requesters and agents in the response whose language is French

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 curl -v -u api_key:X -X GET 'https://domain.freshservice.com/api/v2/requesters?query="language:'fr'"&include_agents=true'
EXPAND ↓


13. List all requesters whose first name starts with 'John'

   'query="~[first_name]:'John'"'

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 curl -v -u api_key:X -X GET 'https://domain.freshservice.com/api/v2/requesters?query="~%5Bfirst_name%5D%3A%27John%27'
EXPAND ↓


14. List all requesters whose first name or last name starts with 'John'

   'query="~[first_name|last_name]:'John'"'

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 curl -v -u api_key:X -X GET 'https://domain.freshservice.com/api/v2/requesters?query="~%5Bfirst_name%7Clast_name%5D%3A%27John%27"'
EXPAND ↓


15. List all requesters whose primary_email firstname, lastname, or domain.ext starts with 'John' (where their email format is firstname.lastname@domain.ext). Searching by the email attribute searches all these three components automatically.

   'query="~[primary_email]:'John'"'

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 curl -v -u api_key:X -X GET 'https://domain.freshservice.com/api/v2/requesters?query="~%5Bprimary_email%5D%3A%27John%27'
EXPAND ↓


Validation errors:
invalid_field: 'Time period'.

   "time_period :<'2020-02-02'"

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 { "description": "Validation failed", "errors": [ {   "field": "time_period",  "message":  "[:invalid_field]", "code": "invalid_value"  }   ]  }
EXPAND ↓


invalid_value: 'Datatype validation'.

   "department_id : 'abc'"

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 { "description": "Validation failed", "errors": [ {   "field": "department_id",  "message":  "[\"It should be a/an Positive Integer\"]", "code": "invalid_value"  }   ]  }
EXPAND ↓


invalid_value: 'Dropdown choice validation'.

   "country : 'not-exist'"

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 { "description": "Validation failed", "errors": [ {   "field": "country",  "message":  "[\"It should be one of the choice value.\"]", "code": "invalid_value"  }   ]  }
EXPAND ↓

List All Requester Fields

This operation allows you to view all the built-in and custom fields for requesters in your Freshservice account. Use 'include' to embed additional details in the response. Each include will consume an additional credit. For example if you embed the user field groups you will be charged a total of 3 API credits for the call.

Note:
By default, user field groups details will not be included in the response. They can be retrieved via the embedding functionality.

Embed Handle
user_field_groups /api/v2/requester_fields?include=user_field_groups
Will return user field groups details like id, label
REQUESTER FIELD DESCRIPTION
editable_in_signup Set to true if the field can be updated by requesters during signup.
id ID of the requester field.
label Display name for the field (as seen by agents).
name Name of the requester field.
position Position of the requester field.
user_field_group_id ID of the user field group.
type For custom requester fields, type of value associated with the field will be given (Examples custom_date, custom_text...).
requesters_can_edit Requesters can edit the field in the support portal.
label_for_requesters Display name for the field (as seen in the support portal).
required_for_requesters Set to true if the field is mandatory in the support portal.
displayed_for_requesters Requesters can see the field in the support portal.
required_for_agents Set to true if the field is mandatory for agents.
choices List of values supported by the field.
get /api/v2/requester_fields
OAuth 2.0 Scope
freshservice.requesters.fields.view
Sample code | Curl 
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curl -v -u api_key:X -X GET 'https://domain.freshservice.com/api/v2/contact_fields'
EXPAND ↓
Response 
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{
   "requester_fields":[
      {
         "editable_in_signup":true,
         "id":1,
         "name":"first_name",
         "label":"First Name",
         "position":1,
         "user_field_group_id": 1,
         "required_for_agents":true,
         "type":"default_first_name",
         "default":true,
         "customers_can_edit":true,
         "label_for_customers":"First Name",
         "required_for_customers":true,
         "displayed_for_customers":true,
         "created_at":"2018-10-17T05:39:34Z",
         "updated_at":"2018-10-17T05:39:34Z"
      },
      {
         "editable_in_signup":true,
         "id":2,
         "name":"last_name",
         "label":"Last Name",
         "position":2,
         "user_field_group_id": 1,
         "required_for_agents":false,
         "type":"default_last_name",
         "default":true,
         "customers_can_edit":true,
         "label_for_customers":"Last Name",
         "required_for_customers":false,
         "displayed_for_customers":true,
         "created_at":"2018-10-17T05:39:34Z",
         "updated_at":"2018-10-17T05:39:34Z"
      },
      {
         "editable_in_signup":false,
         "id":3,
         "name":"job_title",
         "label":"Title",
         "position":3,
         "user_field_group_id": 1,
         "required_for_agents":false,
         "type":"default_job_title",
         "default":true,
         "customers_can_edit":true,
         "label_for_customers":"Title",
         "required_for_customers":false,
         "displayed_for_customers":true,
         "created_at":"2018-10-17T05:39:34Z",
         "updated_at":"2018-10-17T05:39:34Z"
      },
      {
         "editable_in_signup":true,
         "id":4,
         "name":"email",
         "label":"Email",
         "position":4,
         "user_field_group_id": 1,
         "required_for_agents":true,
         "type":"default_email",
         "default":true,
         "customers_can_edit":false,
         "label_for_customers":"Email",
         "required_for_customers":true,
         "displayed_for_customers":true,
         "created_at":"2018-10-17T05:39:34Z",
         "updated_at":"2018-10-17T05:39:34Z"
      },
      ...
      {
         "editable_in_signup":false,
         "id":12,
         "name":"language",
         "label":"Language",
         "position":12,
         "user_field_group_id": 1,
         "required_for_agents":false,
         "type":"default_language",
         "default":true,
         "customers_can_edit":true,
         "label_for_customers":"Language",
         "required_for_customers":false,
         "displayed_for_customers":true,
         "created_at":"2018-10-17T05:39:34Z",
         "updated_at":"2018-10-17T05:39:34Z",
         "choices":{
            "ar":"Arabic",
            "ca":"Catalan",
            "zh-CN":"Chinese",
            "cs":"Czech",
            "da":"Danish",
            "nl":"Dutch",
            "en":"English",
            "et":"Estonian",
            "fi":"Finnish",
            "fr":"French",
            "de":"German",
            "hu":"Hungarian",
            "id":"Indonesian",
            "it":"Italian",
            "ja-JP":"Japanese",
            "ko":"Korean",
            "nb-NO":"Norwegian",
            "pl":"Polish",
            "pt-BR":"Portuguese (BR)",
            "pt-PT":"Portuguese/Portugal",
            "ru-RU":"Russian",
            "sk":"Slovak",
            "sl":"Slovenian",
            "es":"Spanish",
            "es-LA":"Spanish (Latin America)",
            "sv-SE":"Swedish",
            "th":"Thai",
            "tr":"Turkish",
            "vi":"Vietnamese",
            "cy-GB":"Welsh"
         }
      },
      {
         "editable_in_signup":false,
         "id":13,
         "name":"location_id",
         "label":"Location",
         "position":13,
         "user_field_group_id": 2,
         "required_for_agents":false,
         "type":"default_location_id",
         "default":true,
         "customers_can_edit":true,
         "label_for_customers":"Location",
         "required_for_customers":false,
         "displayed_for_customers":true,
         "created_at":"2018-10-17T05:39:34Z",
         "updated_at":"2018-10-17T05:39:34Z"
      },
      {
         "editable_in_signup":false,
         "id":14,
         "name":"description",
         "label":"Background information",
         "position":14,
         "user_field_group_id": 2,
         "required_for_agents":false,
         "type":"default_description",
         "default":true,
         "customers_can_edit":false,
         "label_for_customers":"Background information",
         "required_for_customers":false,
         "displayed_for_customers":false,
         "created_at":"2018-10-17T05:39:34Z",
         "updated_at":"2018-10-17T05:39:34Z"
      },
      {
          "editable_in_signup":false,
          "id":15,
          "name":"quidditch_role",
          "label":"quidditch_role",
          "position":15,
          "user_field_group_id": 2,
          "required_for_agents":false,
          "type":"custom_text",
          "default":false,
          "requesters_can_edit":true,
          "label_for_requesters":"quidditch_role",
          "required_for_requesters":false,
          "displayed_for_requesters":true,
          "created_at":"2018-10-17:11:06Z",
          "updated_at":"2018-10-17:11:06Z"
        },
        {
          "editable_in_signup":false,
          "id":16,
          "name":"hogsmeade_permission",
          "label":"hogsmeade_permission",
          "position":16,
          "user_field_group_id": 2,
          "required_for_agents":false,
          "type":"custom_checkbox",
          "default":false,
          "requesters_can_edit":true,
          "label_for_requesters":"hogsmeade_permission",
          "required_for_requesters":false,
          "displayed_for_requesters":true,
          "created_at":"2018-10-17:11:06Z",
          "updated_at":"2018-10-17:11:06Z"
        }
   ]
}
EXPAND ↓

Update a Requester

This operation allows you to modify the profile of a particular requester.

Note:
can_see_all_tickets_from_associated_departments will automatically be set to false unless it is explicitly set to true in the payload, irrespective of the previous value of the field.

Attribute Type Description
first_name string First name of the requester.
last_name string Last name of the requester.
job_title string Job title of the requester.
primary_email string Primary email address of the requester.
secondary_emails array of strings Additional/secondary emails associated with the requester.
work_phone_number number Work phone number of the requester.
mobile_phone_number number Mobile phone number of the requester.
department_ids array of numbers Unique IDs of the departments associated with the requester
can_see_all_tickets_from_associated_departments boolean Set to true if the requester must be allowed to view tickets filed by other members of the department, and false otherwise
reporting_manager_id number User ID of the requester’s reporting manager.
address string Address of the requester.
time_zone string Time zone of the requester. Read more here.
time_format string Time format for the requester.Possible values:
12h (12 hour format)
24h (24 hour format)
language string Language used by the requester. The default language is “en” (English). Read more here.
location_id number Unique ID of the location associated with the requester.
background_information string Background information of the requester.
custom_fields hash Key-value pair containing the names and values of the (custom) requester fields.
put /api/v2/requesters/[id]
OAuth 2.0 Scope
freshservice.requesters.edit
Sample code | Curl 
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curl -v -u api_key:X -H 'Content-Type: application/json' -X PUT -d '{ "first_name":"Ronald", "last_name":"Weasley","time_format":"24h" }' 'https://domain.freshservice.com/api/v2/requesters/888'
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Response 
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{
   "requester":{
      "id":888,
      "is_agent": false,
      "first_name":"Ronald",
      "last_name":"Weasley",
      "job_title":"Student",
      "primary_email":"ronald.weasley@hogwarts.edu",
      "secondary_emails":[
        "ronald.weasley@freshservice.com",
        "ronald.weasley@freshworks.com"
      ],
      "work_phone_number":"62443",
      "mobile_phone_number":"77762443",
      "department_ids":[
         554
      ],
      "can_see_all_tickets_from_associated_departments":false,
      "reporting_manager_id":656,
      "address":"Gryffindor Tower",
      "time_zone":"Edinburgh",
      "time_format":"24h",
      "language":"en",
      "location_id":23,
      "background_information":"",
      "custom_fields":{
         "quidditch_role":null,
         "hogsmeade_permission":true
      },
      "active":true,
      "has_logged_in":false
   }
}
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Deactivate a Requester

This operation allows you to deactivate a requester.

delete /api/v2/requesters/[id]
OAuth 2.0 Scope
freshservice.requesters.delete
Sample code | Curl 
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curl -v -u api_key:X -X DELETE 'https://domain.freshservice.com/api/v2/requesters/888'
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Response 
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HTTP Status: 204 No Content
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Forget a Requester

This operation allows you to permanently delete a requester and the tickets that they requested.

delete /api/v2/requesters/[id]/forget
OAuth 2.0 Scope
freshservice.requesters.delete
Sample code | Curl 
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curl -v -u api_key:X -X DELETE 'https://domain.freshservice.com/api/v2/requesters/888/forget'
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Response 
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HTTP Status: 204 No Content
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Convert To Agent

Convert a requester to an occasional agent with SD Agent role and no group memberships.

put /api/v2/requesters/[id]/convert_to_agent
OAuth 2.0 Scope
freshservice.requesters.manage
Sample code | Curl 
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curl -v -u api.user@hogwarts.edu:test -H 'Content-Type: application/json' -X PUT -d '' 'https://domain.freshservice.com/api/v2/requesters/888/convert_to_agent'
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{
   "agent":{ 
      "id":888,
      "first_name":"Rubeus",
      "last_name":"Hagrid",
      "occasional":true,
      "job_title":"Gamekeeper",
      "email":"rubeus.hagrid@hogwarts.edu",
      "work_phone_number":5564435,
      "mobile_phone_number":664345,
      "reporting_manager_id":32,
      "address":"Gryffindor Tower",
      "signature":null,
      "time_zone":"Edinburgh",
      "language":"en",
      "location_id":34,
      "background_information":"",
      "scoreboard_level_id":null,
      "roles": [
         {"role_id":4,"assignment_scope":"entire_helpdesk","groups":[]}
      ],
      "last_login_at":"2019-05-28T07:46:41Z"
      "last_active_at":"2019-05-28T07:46:41Z"
    }
}
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Merge Requesters

Merge secondary requesters into a primary requester.

put /api/v2/requesters/[id]/merge?secondary_requesters=111,222,333
OAuth 2.0 Scope
freshservice.requesters.edit
Sample code | Curl 
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curl -v -u api_key:X -H 'Content-Type: application/json' -X PUT -d '' 'https://domain.freshservice.com/api/v2/requesters/111/merge?secondary_requesters=222,333,444'
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Response 
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{
   "requester":{
      "id":111,
      "is_agent":false,
      "first_name":"Harry",
      "last_name":"Potter",
      "job_title":"Student",
      "primary_email":"harry.potter@hogwarts.edu",
      "secondary_emails":[
         "harry.potter@freshservice.com",
         "harry.potter@freshworks.com"
      ],
      "work_phone_number":"62442",
      "mobile_phone_number":"77762442",
      "department_ids":[
         554
      ],
      "can_see_all_tickets_from_associated_departments":false,
      "reporting_manager_id":656,
      "address":"Gryffindor Tower",
      "time_zone":"Edinburgh",
      "time_format":"12h",
      "language":"en",
      "location_id":23,
      "background_information":"",
      "custom_fields":{
         "quidditch_role":"Seeker",
         "hogsmeade_permission":true
      },
      "active":true,
      "has_logged_in":false
   }
}
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Reactivate a Requester

This operation allows you to reactivate a particular deactivated requester.

put api/v2/requesters/[id]/reactivate
OAuth 2.0 Scope
freshservice.requesters.delete
Sample code | Curl 
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curl -v -u api.user@hogwarts.edu:test -H 'Content-Type: application/json' -X PUT -d '' 'https://domain.freshservice.com/api/v2/requesters/4021/reactivate'
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{
   "requester":{
      "id":4021,
      "is_agent":false,
      "first_name":"Harry",
      "last_name":"Potter",
      "job_title":"Student",
      "primary_email":"harry.potter@hogwarts.edu",
      "secondary_emails":[
         "harry.potter@freshservice.com",
         "harry.potter@freshworks.com"
      ],
      "work_phone_number":"62442",
      "mobile_phone_number":"77762442",
      "department_ids":[],
      "can_see_all_tickets_from_associated_departments":false,
      "reporting_manager_id":null,
      "address":"Gryffindor Tower",
      "time_zone":"Edinburgh",
      "time_format":"12h",
      "language":"en",
      "location_id":null,
      "background_information":"",
      "custom_fields":{
         "quidditch_role":"Seeker",
         "hogsmeade_permission":true
      },
      "active":true,
      "has_logged_in":false
   }
}
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User Assignment History

This operation retrieves the assignment history of a specific user in Freshservice.

get api/v2/requesters
Sample code | Curl 
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curl -v -u api_key:X -X "Content-Type: application/json" -X GET 'https://domain.freshservice.com/api/v2/users/2/assignment-history'
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{
  "assignment_history": [
    {
      "id": 2,
      "asset_name": "Dell Monitor",
      "managed_by_name": null,
      "managed_by_id": null,
      "created_at": "2024-02-01T04:05:36Z",
      "updated_at": "2024-02-01T04:05:36Z",
      "assigned_on": "2024-02-01T04:05:36Z",
      "assigned_by": 2,
      "assigned_by_name": "System",
      "unassigned_by": null,
      "unassigned_by_name": null,
      "asset_id": 9,
      "unassigned_on": "2025-02-01T04:05:36Z"
    }
  ]
}
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Agents

Agents in Freshservice can be “full-time” or “occasional”. Full-time agents are those in your core support team who will log in to your help desk every day. Occasional agents are those who would only need to log in a few times every month, such as the CEO or field staff.

Note: As announced in Nov 2022, following are the behavior changes post May 31st 2023:
1. Following attributes are no longer supported in the agent object in all API requests and responses: ticket_scope, problem_scope, change_scope, release_scope, scopes, group_ids, role_ids.
2. API requests containing the above mentioned unsupported attributes will fail with HTTP 400 Bad Request error. API responses will not contain these attributes.

Attribute Type Description
id number User ID of the agent.
first_name string First name of the agent.Mandatory
last_name string Last name of the agent.
occasional boolean True if the agent is an occasional agent, and false if full-time agent.
job_title string Job title of the agent.
email string Email address of the agent.Mandatory
work_phone_number number Work phone number of the agent.
mobile_phone_number number Mobile phone number of the agent.
department_ids array of numbers Unique IDs of the departments associated with the agent
can_see_all_tickets_from_associated_departments boolean Set to true if the agent must be allowed to view tickets filed by other members of the department, and false otherwise
reporting_manager_id number User ID of the agent's reporting manager.
address string Address of the agent.
time_zone string Time zone of the agent. Read more here.
time_format string Time format for the agent.Possible values:
12h (12 hour format)
24h (24 hour format)
language string Language used by the agent. The default language is “en” (English). Read more here.
location_id number Unique ID of the location associated with the agent.
background_information string Background information of the agent.
scoreboard_level_id number Unique ID of the level of the agent in the Arcade. Possible values:
1 (Beginner)
2 (Intermediate)
3 (Professional)
4 (Expert)
5 (Master)
6 (Guru)
ticket_scope string Ticket scope of the agent.Unsupported
Note: Unsupported since May 31st 2023. Use roles -> assignment_scope instead.
problem_scope string Problem scope of the agent.Unsupported
Note: Unsupported since May 31st 2023. Use roles -> assignment_scope instead.
change_scope string Change scope of the agent.Unsupported
Note: Unsupported since May 31st 2023. Use roles -> assignment_scope instead.
release_scope string Release scope of the agent.Unsupported
Note: Unsupported since May 31st 2023. Use roles -> assignment_scope instead.
group_ids array of numbers Unique IDs of the groups that the agent is a member of.Unsupported
Note: Unsupported since May 31st 2023. Use member_of and observer_of instead.
member_of array of numbers Unique IDs of the groups that the agent is a member of. The input value for this field should also include the IDs of approval-enabled restricted groups for which the agent’s member access is pending approval by a group leader. The response value for this field would only contain the list of groups that the agent is an approved member of. The member_of_pending_approval read-only attribute in the response will include the list of groups for which the agent’s member access is pending approval by a group leader.
observer_of array of numbers Unique IDs of the groups that the agent is an observer of. The input value for this field should also include the IDs of approval-enabled restricted groups for which the agent’s observer access is pending approval by a group leader. The response value for this field would only contain the list of groups that the agent is an approved observer of. The observer_of_pending_approval read-only attribute in the response will include the list of groups for which the agent’s observer access is pending approval by a group leader.
member_of_pending_approval array of numbers Unique IDs of the restricted groups to which the agent’s addition as a member is pending approval..Read only
observer_of_pending_approval array of numbers Unique IDs of the restricted groups to which the agent’s addition as an observer is pending approval.Read only
role_ids array of numbers Unique IDs of the roles that are granted to the agent.Unsupported
Note: Unsupported since May 31st 2023. Use roles -> role_id instead.
roles array of hashes Each individual role is a hash Mandatory in the roles array that contains the attributes.
  • role_id: Unique ID of the role assigned
  • assignment_scope: The scope in which the agent can use the permissions granted by this role. Possible values include entire_helpdesk (all plans), member_groups (all plans; in the Pro and Enterprise plans, this also includes groups that the agent is an observer of), specified_groups (Pro and Enterprise only), and assigned_items (all plans)
  • groups: Unique IDs of Groups in which the permissions granted by the role applies. Mandatory only when the assignment_scope is specified_groups, and should be ignored otherwise.
last_login_at timestamp Timestamp of the agent's last successful login.
last_active_at timestamp Timestamp of the agent's recent activity.
custom_fields hash Key-value pair containing the names and values of the (custom) agent fields.
has_logged_in boolean Set to true if the user has logged in to Freshservice at least once, and false otherwise.
active boolean True if the agent is active, false if the agent has been deactivated.
created_at datetime Date and time when the agent was created
updated_at datetime Date and time when the agent was last updated

Create an Agent

This operation allows you to create a new agent in Freshservice.

Attribute Type Description
first_name string First name of the agent.Mandatory
last_name string Last name of the agent.
occasional boolean True if the agent is an occasional agent, and false if full-time agent.
job_title string Job title of the agent.
email string Email address of the agent.Mandatory
work_phone_number number Work phone number of the agent.
mobile_phone_number number Mobile phone number of the agent.
department_ids array of numbers Unique IDs of the departments associated with the agent
can_see_all_tickets_from_associated_departments boolean Set to true if the agent must be allowed to view tickets filed by other members of the department, and false otherwise
reporting_manager_id number User ID of the agent's reporting manager.
address string Address of the agent.
time_zone string Time zone of the agent. Read more here.
time_format string Time format for the agent.Possible values:
12h (12 hour format)
24h (24 hour format)
language string Language used by the agent. The default language is “en” (English). Read more here.
location_id number Unique ID of the location associated with the agent.
background_information string Background information of the agent.
scoreboard_level_id number Unique ID of the level of the agent in the Arcade. Possible values:
1 (Beginner)
2 (Intermediate)
3 (Professional)
4 (Expert)
5 (Master)
6 (Guru)
group_ids array of numbers Unique IDs of the groups that the agent is a member of.Unsupported
Note: Unsupported since May 31st 2023. Use member_of and observer_of instead.
member_of array of numbers Unique IDs of the groups that the agent is a member of. The response value for this field would only contain the list of groups that the agent is an approved member of. The member_of_pending_approval read-only attribute in the response will include the list of groups for which the agent’s member access is pending approval by a group leader.
observer_of array of numbers Unique IDs of the groups that the agent is an observer of. The response value for this field would only contain the list of groups that the agent is an approved observer of. The observer_of_pending_approval read-only attribute in the response will include the list of groups for which the agent’s observer access is pending approval by a group leader.
role_ids array of numbers Unique IDs of the roles that are granted to the agent.Unsupported
Note: Unsupported since May 31st 2023. Use roles -> role_id instead.
roles array of hashes Each individual role is a hash Mandatory in the roles array that contains the attributes.
  • role_id: Unique ID of the role assigned
  • assignment_scope: The scope in which the agent can use the permissions granted by this role. Possible values include entire_helpdesk (all plans), member_groups (all plans; in the Pro and Enterprise plans, this also includes groups that the agent is an observer of), specified_groups (Pro and Enterprise only), and assigned_items (all plans)
  • groups: Unique IDs of Groups in which the permissions granted by the role applies. Mandatory only when the assignment_scope is specified_groups, and should be ignored otherwise.
signature string Signature of the agent in HTML format.
custom_fields hash Key-value pair containing the names and values of the (custom) agent fields.
post /api/v2/agents
OAuth 2.0 Scope
freshservice.agents.manage
Sample code | Curl 
1
curl -v -u api_key:X -H "Content-Type: application/json" -X POST -d '{"first_name":"Rolanda","last_name":"Hooch","occasional":false,"job_title":"Flying Instructor","email":"rolanda.hooch@hogwarts.edu","work_phone_number":"443532","mobile_phone_number":"553632","department_ids":[554],"can_see_all_tickets_from_associated_departments":false,"reporting_manager_id":2,"address":"Gryffindor Tower","time_zone":"Edinburgh","language":"en","location_id":34,"background_information":"","scoreboard_level_id":1,"member_of":[4, 5], "observer_of":[7], "roles":[{"role_id": 7, "assignment_scope": "specified_groups", "groups": [4, 5]}, {"role_id": 9, "assignment_scope": "assigned_items"}, {"role_id": 10, "assignment_scope": "specified_groups", "groups": [7]}],"custom_fields":{"quidditch_role":null,"hogsmeade_permission":true}}' 'https://domain.freshservice.com/api/v2/agents'
EXPAND ↓
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{
   "agent":{
      "id":4453,
      "first_name":"Rolanda",
      "last_name":"Hooch",
      "occasional":false,
      "active": true,
      "job_title":"Flying Instructor",
      "email":"rolanda.hooch@hogwarts.edu",
      "work_phone_number":"443532",
      "mobile_phone_number":"553632",
      "department_ids":[
        554
      ],
      "can_see_all_tickets_from_associated_departments":false,
      "reporting_manager_id":2,
      "address":"Gryffindor Tower",
      "time_zone":"Edinburgh",
      "time_format":"12h",
      "language":"en",
      "location_id":34,
      "background_information":"",
      "scoreboard_level_id":2,
      "member_of":[
         4,
         5
      ],
      "observer_of":[
         7
      ],
      "member_of_pending_approval": [],
      "observer_of_pending_approval": [],
      "roles": [
        {"role_id":7,"assignment_scope":"specified_groups","groups":[4,5]},
        {"role_id":9,"assignment_scope":"assigned_items","groups":[]},
        {"role_id":10,"assignment_scope":"specified_groups","groups":[7]}
      ],
      "last_login_at":"2020-03-30T07:46:41Z",
      "last_active_at":"null",
      "custom_fields":{
         "house": null
      },
      "has_logged_in":false
   }
}
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View an Agent

This operation allows you to view information about a particular agent.

get /api/v2/agents/[id]
OAuth 2.0 Scope
freshservice.agents.manage
Sample code | Curl 
1
curl -v -u api_key:X -X GET 'https://domain.freshservice.com/api/v2/agents/1434'
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{
   "agent":{
      "id":1434,
      "first_name":"Rubeus",
      "last_name":"Hagrid",
      "occasional":false,
      "active": true,
      "job_title":"Gamekeeper",
      "email":"rubeus.hagrid@hogwarts.edu",
      "work_phone_number":"5564435",
      "mobile_phone_number":"664345",
      "department_ids":[
        554
      ],
      "can_see_all_tickets_from_associated_departments":false,
      "reporting_manager_id":32,
      "address":"Gryffindor Tower",
      "time_zone":"Edinburgh",
      "time_format":"12h",
      "language":"en",
      "location_id":34,
      "background_information":"",
      "scoreboard_level_id":1,
      "member_of":[
         3,
         6
      ],
      "observer_of": [
         9
      ],
      "member_of_pending_approval": [],
      "observer_of_pending_approval": [],
      "roles": [
         {"role_id":7,"assignment_scope":"member_groups","groups":[]}
      ],
      "last_login_at":"2020-07-30T07:46:41Z",
      "last_active_at":"2020-07-30T07:46:41Z",
      "custom_fields":{
         "house": "Gryffindor"
      },
      "has_logged_in":false
   }
}
EXPAND ↓

List All Agents

This operation allows you to view information about all agents in the account. Use filters to view only specific agents (those who match the criteria that you choose). The filters listed in the table below can also be combined.

Note: When using filters, the query string must be URL encoded.

Filter by Handle
email, mobile_phone_number, work_phone_number, active /api/v2/agents?[filter]=[value]
Example:
/api/v2/agents?email=rubeus.hagrid@hogwarts.edu
/api/v2/agents?mobile_phone_number=664345
/api/v2/agents?work_phone_number=5564435
/api/v2/agents?active=[true/false]
state /api/v2/agents?state=[fulltime/occasional]
Example:
/api/v2/agents?state=fulltime
/api/v2/agents?state=occasional
get /api/v2/agents
OAuth 2.0 Scope
freshservice.agents.manage
Sample code | Curl 
1
curl -v -u api_key:X -X GET 'https://domain.freshservice.com/api/v2/agents'
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{
   "agents":[
      {
         "id":1434,
         "first_name":"Rubeus",
         "last_name":"Hagrid",
         "occasional":false,
         "active": true,
         "job_title":"Gamekeeper",
         "email":"rubeus.hagrid@hogwarts.edu",
         "work_phone_number":"5564435",
         "mobile_phone_number":"664345",
         "department_ids":[
            554
         ],
         "can_see_all_tickets_from_associated_departments":false,
         "reporting_manager_id":32,
         "address":"Gryffindor Tower",
         "time_zone":"Edinburgh",
         "time_format":"12h",
         "language":"en",
         "location_id":34,
         "background_information":"",
         "scoreboard_level_id":1,
         "member_of":[
            3,
            6
         ],
         "observer_of": [
            9
         ],
         "member_of_pending_approval": [],
         "observer_of_pending_approval": [],
         "roles": [
            {"role_id":7,"assignment_scope":"member_groups","groups":[]}
         ],
         "last_login_at":"2018-08-30T07:46:41Z",
         "last_active_at":"2018-08-30T07:46:41Z",
         "custom_fields":{
           "house": "Gryffindor"
         },
         "has_logged_in":false
      },
      {
         "id":4223,
         "first_name":"Filius",
         "last_name":"Flitwick",
         "occasional":false,
         "active": true,
         "job_title":"Professor - Charms",
         "email":"filius.flitwick@hogwarts.edu",
         "work_phone_number":"5564436",
         "mobile_phone_number":"664346",
         "reporting_manager_id":32,
         "address":"Gryffindor Tower",
         "time_zone":"Edinburgh",
         "time_format":"12h",
         "language":"en",
         "location_id":34,
         "background_information":"",
         "scoreboard_level_id":1,
         "member_of":[
            7,
            8
         ],
         "observer_of":[
            9
         ],
         "member_of_pending_approval": [],
         "observer_of_pending_approval": [],
         "roles": [
           {"role_id":6,"assignment_scope":"specified_groups","groups":[7]},
           {"role_id":8,"assignment_scope":"specified_groups","groups":[8]}
         ],
         "last_login_at":"2020-06-01T07:46:41Z",
         "last_active_at":"2020-08-30T07:46:41Z",
         "custom_fields":{
           "house": "Ravenclaw"
         },
         "has_logged_in":false
      }
   ]
}
EXPAND ↓
Additional examples

Retrieve the second page of the list of full-time agents. (This list contains information about 30 agents by default, and is always sorted by the first name of the agent.)

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 curl -v -u api_key:X -X GET 'https://domain.freshservice.com/api/v2/agents?state=fulltime&per_page=20&page=2’
EXPAND ↓

Filter Agents

Use Agent attributes to filter your list.

Note:
1. Filtered results cannot be sorted. By default it is sorted by created_at in descending order.
2. The query must be URL encoded (see example).
3. Query can be framed using the name of the agent fields, which can be obtained from the Supported Agent Fields Section.
4. Query string must be enclosed between a pair of double quotes and can have up to 512 characters.
5. Logical operators AND, OR along with parenthesis( ) can be used to group conditions.
6. Relational operators greater than or equal to :> and less than or equal to :< can be used along with date fields and numeric fields.
7. Input for date field should be in UTC Format.
8. The number of objects returned per page is 30.
9. To scroll through the pages add the page parameter to the url. The page number starts with 1 and should not exceed 40.
10. To filter for fields with no values assigned, use the null keyword.
11. The "~" query operator can be used for "starts with" text searches. "Starts with" search is supported for one or more of the following attributes: first_name, last_name, name, email, mobile_phone_number, work_phone_number. The query format is https://domain.freshservice.com/api/v2/agents?query="~[attribute_1|attribute_2]:'somestring'". The query needs to be URL encoded. This would return a list of users for whom attribute_1 OR attribute_2 starts with "somestring". Refer to examples 11, 12, and 13.
12. Please note that any update made to an agent either in Freshservice application or through API may take a few minutes to get indexed, after which the updated results will be available through API.

Supported Agent Fields

Field Type Description
first_name string First name of the agent.
last_name string Last name of the agent.
name string Concatenation of first_name and last_name with single space in-between fields.
job_title string Title of the agent.
email string Email address of the agent.
work_phone_number string Work phone of the agent.
mobile_phone_number string Mobile phone of the agent.
department_id integer ID of the department(s) assigned to the agent.
reporting_manager_id integer ID of the reporting manager.
time_zone string ID of the department.
language string Language code(Eg. en, ja-JP).
location_id integer ID of the location.
created_at date Date (YYYY-MM-DD) when the agent is created.
updated_at date Date (YYYY-MM-DD) when the agent is updated.
Custom Fields Supported Type
Single line text string
Number integer
Dropdown string
Date date
Phone number string
get /api/v2/agents?query=[query]
OAuth 2.0 Scope
freshservice.agents.manage
Response 
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{
    "agents": [
        {
            "active": true,
            "address": "",
            "background_information": "",
            "can_see_all_tickets_from_associated_departments": false,
            "created_at": "2021-04-06T11:02:58Z",
            "custom_fields": {
                "joined_as": "IMF Agent",
                "night_shift": false,
                "office_signed_in_1185347412": null,
                "joined_date": null,
                "spl_number": null,
                "dropdown_text": "Ghost Protocol"
            },
            "department_ids": [
                2
            ],
            "email": "ethan@yourcompany.com",
            "external_id": null,
            "first_name": "Ethan",
            "has_logged_in": true,
            "id": 9,
            "job_title": "Mission Impossible",
            "language": "en",
            "last_active_at": null,
            "last_login_at": null,
            "last_name": "Hunt",
            "location_id": 2,
            "mobile_phone_number": "1100223344",
            "occasional": false,
            "reporting_manager_id": null,
            "scoreboard_level_id": 4,
            "signature": "<p> </p>\n",
            "time_format": "12h",
            "time_zone": "Eastern Time (US & Canada)",
            "updated_at": "2021-04-06T11:03:25Z",
            "work_phone_number": "4433221100",
            "member_of": [],
            "observer_of": []
        }
    ]
}
EXPAND ↓
Additional examples

1. Get the agent by email: 'agent@yourcompany.com'.

   "email:'agent@yourcompany.com'"

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 curl -v -u api_key:X -X GET 'https://domain.freshservice.com/api/v2/agents?query="email:%27agent%40yourcompany.com%27"'
EXPAND ↓


2. Get the agent(s) by name: ''.

   "name : 'Lara Croft'"

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 curl -v -u api_key:X -X GET 'https://domain.freshservice.com/api/v2/agents?query="name:%27Lara%20Croft%27"'
EXPAND ↓


3. Get the agent by work phone number: '(91)99999 10001'.

   "work_phone_number : '(91)99999 10001'"

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 curl -v -u api_key:X -X GET 'https://domain.freshservice.com/api/v2/agents?query="work_phone_number:%2891%2999999%2010001"'
EXPAND ↓


4. Get the agents whose mobile phone number is not set: null.

   "mobile_phone_number :null"

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 curl -v -u api_key:X -X GET 'https://domain.freshservice.com/api/v2/agents?query="mobile_phone_number:null"'
EXPAND ↓


5. Get the agents by time zone: Eastern Time (US & Canada) AND language: 'en'.

   "time_zone:'Eastern Time (US & Canada)' AND language:'en'"

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 curl -v -u api_key:X -X GET 'https://domain.freshservice.com/api/v2/agents?query="time_zone%3A%27Eastern%20Time%20(US%20%26%20Canada)%27%20AND%20language%3A%27en%27"'
EXPAND ↓


6. Get all the agents by location_id: '5678 AND reporting manager id: 100001'.

   "location_id:5678 AND reporting_manager_id:100001"

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 curl -v -u api_key:X -X GET 'https://domain.freshservice.com/api/v2/agents?query="location_id%3A5678%20AND%20reporting_manager_id%3A100001"'
EXPAND ↓


7. Get all the agents whose department ID is '12345' or '67890'.

   "department_id:12345 OR department_id:67890"

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 curl -v -u api_key:X -X GET 'https://domain.freshservice.com/api/v2/agents?query="department_id:12345%20OR%20department_id:67890"'
EXPAND ↓


8. Using greater than(>) operator.

   "created_at :> '2020-01-01'"

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 curl -v -u api_key:X -X GET 'https://domain.freshservice.com/api/v2/agents?query="created_at%3A%3E%272020-01-01%27"'
EXPAND ↓


9. Using AND, OR, Parenthesis ( ) operator'

   "job_title : 'Customer Success Specialist' AND (department_id:4001 OR department_id:5001) AND (location_id:200 OR location_id:300)"

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 curl -v -u api_key:X -X GET 'https://domain.freshservice.com/api/v2/agents?query ="job_title%20%3A%20%27Customer%20Success%20Specialist%27%20AND%20(department_id%3A4001%20OR%20department_id%3A5001) %20AND%20(location_id%3A200%20OR%20location_id%3A300)"'
EXPAND ↓


10. Using custom fields: Labels defined as 'Product Name' AND 'Date of Joining'.

   "product_name : 'Fresh Service' AND date_of_joining:<'2015-06-30'"

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 curl -v -u api_key:X -X GET 'https://domain.freshservice.com/api/v2/agents?query="product_name%20%3A%20%27Fresh%20Service%27%20AND%20date_of_joining%3A%3C%272015-06-30%27"'
EXPAND ↓


11. List all agents whose first name starts with 'John'

   'query="~[first_name]:'John'"'

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 curl -v -u api_key:X -X GET 'https://domain.freshservice.com/api/v2/agents?query="~%5Bfirst_name%5D%3A%27John%27'
EXPAND ↓


12. List all agents whose first name or last name starts with 'John'

   'query="~[first_name|last_name]:'John'"'

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 curl -v -u api_key:X -X GET 'https://domain.freshservice.com/api/v2/agents?query="~%5Bfirst_name%7Clast_name%5D%3A%27John%27"'
EXPAND ↓


13. List all agents whose email firstname, lastname, or domain.ext starts with 'John' (where their email format is firstname.lastname@domain.ext). Searching by the email attribute searches all these three components automatically.

   'query="~[email]:'John'"'

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 curl -v -u api_key:X -X GET 'https://domain.freshservice.com/api/v2/agents?query="~%5Bemail%5D%3A%27John%27'
EXPAND ↓


Validation errors:
invalid_field: 'Time period'.

   "time_period :<'2020-02-02'"

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 { "description": "Validation failed", "errors": [ {   "field": "time_period",  "message":  "[:invalid_field]", "code": "invalid_value"  }   ]  }
EXPAND ↓


invalid_value: 'Datatype validation'.

   "department_id : 'abc'"

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 { "description": "Validation failed", "errors": [ {   "field": "department_id",  "message":  "[\"It should be a/an Positive Integer\"]", "code": "invalid_value"  }   ]  }
EXPAND ↓


invalid_value: 'Dropdown choice validation'.

   "country : 'not-exist'"

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 { "description": "Validation failed", "errors": [ {   "field": "country",  "message":  "[\"It should be one of the choice value.\"]", "code": "invalid_value"  }   ]  }
EXPAND ↓

Update an Agent

This operation allows you to modify the profile of a particular agent.

Note:
can_see_all_tickets_from_associated_departments will automatically be set to false unless it is explicitly set to true in the payload, irrespective of the previous value of the field.

Attribute Type Description
occasional boolean True if the agent is an occasional agent, and false if full-time agent.
email string Email address of the agent.
department_ids array of numbers Unique IDs of the departments associated with the agent
can_see_all_tickets_from_associated_departments boolean Set to true if the agent must be allowed to view tickets filed by other members of the department, and false otherwise
reporting_manager_id number User ID of the agent's reporting manager.
address string Address of the agent.
time_zone string Time zone of the agent. Read more here.
time_format string Time format for the agent.Possible values:
12h (12 hour format)
24h (24 hour format)
language string Language used by the agent. The default language is “en” (English). Read more here.
location_id number Unique ID of the location associated with the agent.
background_information string Background information of the agent.
scoreboard_level_id number Unique ID of the level of the agent in the Arcade. Possible values:
1 (Beginner)
2 (Intermediate)
3 (Professional)
4 (Expert)
5 (Master)
6 (Guru)
group_ids array of numbers Unique IDs of the groups that the agent is a member of.Unsupported
Note: Unsupported since May 31st 2023. Use member_of and observer_of instead.
member_of array of numbers Unique IDs of the groups that the agent is a member of. The input value for this field should also include the IDs of approval-enabled restricted groups for which the agent’s member access is pending approval by a group leader. The response value for this field would only contain the list of groups that the agent is an approved member of. The member_of_pending_approval read-only attribute in the response will include the list of groups for which the agent’s member access is pending approval by a group leader.
observer_of array of numbers Unique IDs of the groups that the agent is an observer of. The input value for this field should also include the IDs of approval-enabled restricted groups for which the agent’s observer access is pending approval by a group leader. The response value for this field would only contain the list of groups that the agent is an approved observer of. The observer_of_pending_approval read-only attribute in the response will include the list of groups for which the agent’s observer access is pending approval by a group leader.
role_ids array of numbers Unique IDs of the roles that are granted to the agent.Unsupported
Note: Unsupported since May 31st 2023. Use roles -> role_id instead.
roles array of hashes Each individual role is a hash Mandatory in the roles array that contains the attributes.
  • role_id: Unique ID of the role assigned
  • assignment_scope: The scope in which the agent can use the permissions granted by this role. Possible values include entire_helpdesk (all plans), member_groups (all plans; in the Pro and Enterprise plans, this also includes groups that the agent is an observer of), specified_groups (Pro and Enterprise only), and assigned_items (all plans)
  • groups: Unique IDs of Groups in which the permissions granted by the role applies. Mandatory only when the assignment_scope is specified_groups, and should be ignored otherwise.
signature string Signature of the agent in HTML format.
custom_fields hash Key-value pair containing the names and values of the (custom) agent fields.
put /api/v2/agents/[id]
OAuth 2.0 Scope
freshservice.agents.manage
Sample code | Curl 
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curl -v -u api_key:X -H 'Content-Type: application/json' -X PUT -d '{ "scoreboard_level_id": 2, "time_format":"24h", "roles":[{"role_id": 7, "assignment_scope":"assigned_items"}]}' 'https://domain.freshservice.com/api/v2/agents/1434'
EXPAND ↓
Response 
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{
   "agent":{
      "id":1434,
      "first_name":"Filius",
      "last_name":"Flitwick",
      "occasional":false,
      "active": true,
      "job_title":"Professor - Charms",
      "email":"filius.flitwick@hogwarts.edu",
      "work_phone_number":"5564436",
      "mobile_phone_number":"664346",
      "department_ids":[
        554
      ],
      "can_see_all_tickets_from_associated_departments":false,
      "reporting_manager_id":32,
      "address":"Gryffindor Tower",
      "time_zone":"Edinburgh",
      "time_format":"24h",
      "language":"en",
      "location_id":34,
      "background_information":"",
      "scoreboard_level_id":2,
      "member_of":[
        7,
        8
      ],
      "observer_of":[
        9
      ],
      "member_of_pending_approval": [],
      "observer_of_pending_approval": [],      
      "roles": [
        {"role_id":7,"assignment_scope":"assigned_items","groups":[]}
      ],
      "last_login_at":"2020-07-01T07:46:41Z",
      "last_active_at":"2020-07-01T07:46:41Z",
       "custom_fields":{
         "house": "Ravenclaw"
      },
      "has_logged_in":false
   }
}
EXPAND ↓
Additional examples

Update an agent to add them as a member to a Restricted Group with approvals required

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 curl -v -u api_key:X -H 'Content-Type: application/json' -X PUT -d '{ "member_of": [7, 8, 25]}' 'https://domain.freshservice.com/api/v2/agents/1434'
EXPAND ↓
Response 
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{
   "agent":{
      "id":1434,
      "first_name":"Filius",
      "last_name":"Flitwick",
      "occasional":false,
      "active": true,
      "job_title":"Professor - Charms",
      "email":"filius.flitwick@hogwarts.edu",
      "work_phone_number":"5564436",
      "mobile_phone_number":"664346",
      "department_ids":[
        554
      ],
      "can_see_all_tickets_from_associated_departments":false,
      "reporting_manager_id":32,
      "address":"Gryffindor Tower",
      "time_zone":"Edinburgh",
      "time_format":"24h",
      "language":"en",
      "location_id":34,
      "background_information":"",
      "scoreboard_level_id":2,
      "member_of":[
        7,
        8
      ],
      "observer_of":[
        9
      ],
      "member_of_pending_approval": [
        25
      ],
      "observer_of_pending_approval": [],
      "roles": [
        {"role_id":7,"assignment_scope":"assigned_items","groups":[]}
      ],
      "last_login_at":"2020-07-01T07:46:41Z",
      "last_active_at":"2020-07-01T07:46:41Z",
       "custom_fields":{
         "house": "Ravenclaw"
      },
      "has_logged_in":false
   }
}
EXPAND ↓

Deactivate an Agent

This operation allows you to deactivate a particular agent.

delete /api/v2/agents/[id]
OAuth 2.0 Scope
freshservice.agents.manage
Sample code | Curl 
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curl -v -u api_key:X -X DELETE 'https://domain.freshservice.com/api/v2/agents/1434'
EXPAND ↓
Response 
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{
   "agent":{
      "id":1434,
      "first_name":"Rubeus",
      "last_name":"Hagrid",
      "occasional":false,
      "active": false,
      "job_title":"Gamekeeper",
      "email":"rubeus.hagrid@hogwarts.edu",
      "work_phone_number":"5564435",
      "mobile_phone_number":"664345",
      "department_ids":[
        554
      ],
      "can_see_all_tickets_from_associated_departments":false,
      "reporting_manager_id":32,
      "address":"Gryffindor Tower",
      "time_zone":"Edinburgh",
      "time_format":"12h",
      "language":"en",
      "location_id":34,
      "background_information":"",
      "scoreboard_level_id":1,
      "member_of":[
         3,
         6
      ],
      "observer_of": [
         9
      ],
      "roles": [
        {"role_id":7,"assignment_scope":"member_groups","groups":[]}
      ],
      "last_login_at":"2020-02-30T07:46:41Z",
      "last_active_at":"2020-07-30T07:46:41Z",
      "custom_fields":{
         "house": "Gryffindor"
      },
      "has_logged_in":false
   }
}
EXPAND ↓

Forget an Agent

This operation allows you to permanently delete a agent and the tickets that they requested.

delete /api/v2/agents/[id]/forget
OAuth 2.0 Scope
freshservice.agents.manage
Sample code | Curl 
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curl -v -u api_key:X -X DELETE 'https://domain.freshservice.com/api/v2/agents/888/forget'
EXPAND ↓
Response 
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HTTP Status: 204 No Content
EXPAND ↓

Reactivate an Agent

This operation allows you to reactivate a particular deactivated agent.

put /api/v2/agents/[id]/reactivate
OAuth 2.0 Scope
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Sample code | Curl 
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curl -v -u api_key:X -X PUT 'https://domain.freshservice.com/api/v2/agents/1434/reactivate'
EXPAND ↓
Response 
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{
   "agent":{
      "id":1434,
      "first_name":"Rubeus",
      "last_name":"Hagrid",
      "occasional":true,
      "active": true,
      "job_title":"Gamekeeper",
      "email":"rubeus.hagrid@hogwarts.edu",
      "work_phone_number":"5564435",
      "mobile_phone_number":"664345",
      "department_ids":[
        554
      ],
      "can_see_all_tickets_from_associated_departments":false,
      "reporting_manager_id":32,
      "address":"Gryffindor Tower",
      "time_zone":"Edinburgh",
      "time_format":"12h",
      "language":"en",
      "location_id":34,
      "background_information":"",
      "scoreboard_level_id":1,
      "member_of":[
         3,
         6
      ],
      "observer_of": [
         9
      ],
      "roles": [
         {"role_id":7,"assignment_scope":"member_groups","groups":[]}
      ],
      "last_login_at":"2020-07-30T07:46:41Z",
      "last_active_at":"2020-07-30T07:46:41Z",
      "custom_fields":{
         "house": "Gryffindor"
      },
      "has_logged_in":false
   }
}
EXPAND ↓

Convert To Requester

This operation allows you to convert a particular agent into a requester.

put /api/v2/agents/[id]/convert_to_requester
OAuth 2.0 Scope
freshservice.agents.manage
Sample code | Curl 
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curl -v -u api_key:X -X PUT 'https://domain.freshservice.com/api/v2/agents/1434/convert_to_requester'
EXPAND ↓
Response 
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{
  "requester": {
      "id": 1434,
      "first_name": "Rubeus",
      "last_name": "Hagrid",
      "job_title": "Gamekeeper",
      "primary_email": "rubeus.hagrid@hogwarts.edu",
      "secondary_emails": "",
      "work_phone_number": "5564435",
      "mobile_phone_number": "664345",
      "department_ids":[
         554
      ],
      "can_see_all_tickets_from_associated_departments": true,
      "reporting_manager_id": 32,
      "address": "Gryffindor Tower",
      "time_zone": "Edinburgh",
      "time_format": "12h",
      "language": "en",
      "location_id": 34,
      "background_information": "",
      "active": true,
      "has_logged_in": false
  }
}
EXPAND ↓

List All Agent Fields

This operation allows you to view all the built-in and custom fields for agents in your Freshservice account. Use 'include' to embed additional details in the response. Each include will consume an additional credit. For example if you embed the user field groups you will be charged a total of 3 API credits for the call.

Note:
By default, user field groups details will not be included in the response. They can be retrieved via the embedding functionality.

Embed Handle
user_field_groups /api/v2/requester_fields?include=user_field_groups
Will return user field groups details like id, label
AGENT FIELD DESCRIPTION
name Name of the agent field.
user_field_group_id ID of the user field group.
label_for_admins Field label shown to admins while editing an agent’s profile
editable_by_admins Signifies whether admins can edit the field value.
mandatory_for_admins Signifies whether admins have to necessarily provide a value for this field.
label_for_agents Field label shown to agents while viewing their own profile
visible_to_agents Signifies whether the field is shown to agents while viewing their own profile
editable_by_agents Signifies whether the field is editable by agents while viewing their own profile
mandatory_for_agents Signifies whether agents have to necessarily provide a value for this field while viewing their own profile.
type Type of data stored in this field
default_field Indicates whether it is a default field or user-defined custom field
get /api/v2/agent_fields
OAuth 2.0 Scope
freshservice.agents.fields.view
Sample code | Curl 
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curl -v -u api_key:X -X GET 'https://domain.freshservice.com/api/v2/agent_fields'
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{
  "agent_fields":
  [
    {
      "name":"name",
      "user_field_group_id": 1,
      "label_for_admins":"Full Name",
      "mandatory_for_admins":true,
      "editable_by_admins":false,
      "label_for_agents":"Full Name",
      "editable_by_agents":true,
      "mandatory_for_agents":true,
      "visible_to_agents":true,
      "type":"name",
      "default_field":true
    },
    {
      "name":"email",
      "user_field_group_id": 1,
      "label_for_admins":"Email",
      "mandatory_for_admins":true,
      "editable_by_admins":true,
      "label_for_agents":"Email",
      "editable_by_agents":false,
      "mandatory_for_agents":true,
      "visible_to_agents":true,
      "type":"email",
      "default_field":true
    },
    {
      "name":"job_title",
      "user_field_group_id": 1,
      "label_for_admins":"Title",
      "mandatory_for_admins":false,
      "editable_by_admins":true,
      "label_for_agents":"Title",
      "editable_by_agents":true,
      "mandatory_for_agents":false,
      "visible_to_agents":true,
      "type":"job_title",
      "default_field":true
    },
    {
      "name":"work_phone",
      "user_field_group_id": 1,
      "label_for_admins":"Work Phone",
      "mandatory_for_admins":false,
      "editable_by_admins":true,
      "label_for_agents":"Work Phone",
      "editable_by_agents":true,
      "mandatory_for_agents":false,
      "visible_to_agents":true,
      "type":"work_phone",
      "default_field":true
    },
    {
      "name":"mobile_phone",
      "user_field_group_id": 1,
      "label_for_admins":"Mobile Phone",
      "mandatory_for_admins":false,
      "editable_by_admins":true,
      "label_for_agents":"Mobile Phone",
      "editable_by_agents":true,
      "mandatory_for_agents":false,
      "visible_to_agents":true,
      "type":"mobile_phone",
      "default_field":true
    },
    {
      "name":"department_ids",
      "user_field_group_id": 2,
      "label_for_admins":"Department",
      "mandatory_for_admins":false,
      "editable_by_admins":true,
      "label_for_agents":"Department",
      "editable_by_agents":true,
      "mandatory_for_agents":false,
      "visible_to_agents":true,
      "type":"department_ids",
      "default_field":true
    },
    {
      "name":"location",
      "user_field_group_id": 2,
      "label_for_admins":"Location",
      "mandatory_for_admins":false,
      "editable_by_admins":true,
      "label_for_agents":"Location",
      "editable_by_agents":true,
      "mandatory_for_agents":false,
      "visible_to_agents":true,
      "type":"location",
      "default_field":true
    },
    {
      "name":"reporting_manager",
      "user_field_group_id": 2,
      "label_for_admins":"Reporting Manager",
      "mandatory_for_admins":false,
      "editable_by_admins":true,
      "label_for_agents":"Reporting Manager",
      "editable_by_agents":true,
      "mandatory_for_agents":false,
      "visible_to_agents":true,
      "type":"reporting_manager",
      "default_field":true
    },
    {
      "name":"address",
      "user_field_group_id": 2,
      "label_for_admins":"Address",
      "mandatory_for_admins":false,
      "editable_by_admins":true,
      "label_for_agents":"Address",
      "editable_by_agents":true,
      "mandatory_for_agents":false,
      "visible_to_agents":true,
      "type":"address",
      "default_field":true
    },
    {
      "name":"groups",
      "user_field_group_id": 2,
      "label_for_admins":"Groups",
      "mandatory_for_admins":false,
      "editable_by_admins":true,
      "label_for_agents":"Groups",
      "editable_by_agents":true,
      "mandatory_for_agents":false,
      "visible_to_agents":true,
      "type":"groups",
      "default_field":true
    },
    {
      "name":"role",
      "user_field_group_id": 2,
      "label_for_admins":"Roles",
      "mandatory_for_admins":false,
      "editable_by_admins":true,
      "label_for_agents":"Roles",
      "editable_by_agents":true,
      "mandatory_for_agents":false,
      "visible_to_agents":true,
      "type":"role",
      "default_field":true
    },
    {
      "name":"description",
      "user_field_group_id": 2,
      "label_for_admins":"Background Information",
      "mandatory_for_admins":false,
      "editable_by_admins":true,
      "label_for_agents":"Background Information",
      "editable_by_agents":true,
      "mandatory_for_agents":false,
      "visible_to_agents":true,
      "type":"description",
      "default_field":true
    },
    {
      "name":"time_zone",
      "user_field_group_id": 1,
      "label_for_admins":"Time Zone",
      "mandatory_for_admins":false,
      "editable_by_admins":true,
      "label_for_agents":"Time Zone",
      "editable_by_agents":true,
      "mandatory_for_agents":false,
      "visible_to_agents":true,
      "type":"time_zone",
      "default_field":true
    },
    {
      "name":"time_format",
      "user_field_group_id": 1,
      "label_for_admins":"Time Format",
      "mandatory_for_admins":false,
      "editable_by_admins":true,
      "label_for_agents":"Time Format",
      "editable_by_agents":true,
      "mandatory_for_agents":false,
      "visible_to_agents":true,
      "type":"time_format",
      "default_field":true
    },
    {
      "name":"language",
      "user_field_group_id": 1,
      "label_for_admins":"Language",
      "mandatory_for_admins":false,
      "editable_by_admins":true,
      "label_for_agents":"Language",
      "editable_by_agents":true,
      "mandatory_for_agents":false,
      "visible_to_agents":true,
      "type":"language",
      "default_field":true
    },
    {
      "name":"level",
      "user_field_group_id": 2,
      "label_for_admins":"Level",
      "mandatory_for_admins":false,
      "editable_by_admins":true,
      "label_for_agents":"Level",
      "editable_by_agents":true,
      "mandatory_for_agents":false,
      "visible_to_agents":true,
      "type":"level",
      "default_field":true
    },
    {
      "name":"nickname",
      "user_field_group_id": 2,
      "label_for_admins":"Nickname",
      "mandatory_for_admins":false,
      "editable_by_admins":true,
      "label_for_agents":"Nickname",
      "editable_by_agents":true,
      "mandatory_for_agents":false,
      "visible_to_agents":true,
      "type":"custom_text",
      "default_field":false
    },
    {
      "name":"work_history",
      "user_field_group_id": 2,
      "label_for_admins":"Work History",
      "mandatory_for_admins":false,
      "editable_by_admins":true,
      "label_for_agents":"Work History",
      "editable_by_agents":true,
      "mandatory_for_agents":false,
      "visible_to_agents":true,
      "type":"custom_paragraph",
      "default_field":false
    },
    {
      "name":"contract_worker",
      "user_field_group_id": 2,
      "label_for_admins":"contract_worker",
      "mandatory_for_admins":false,
      "editable_by_admins":true,
      "label_for_agents":"contract_worker",
      "editable_by_agents":true,
      "mandatory_for_agents":false,
      "visible_to_agents":true,
      "type":"custom_checkbox",
      "default_field":false
    },
    {
      "name":"previous_years_of_experience",
      "user_field_group_id": 2,
      "label_for_admins":"Previous Years of Experience",
      "mandatory_for_admins":false,
      "editable_by_admins":true,
      "label_for_agents":"Previous Years of Experience",
      "editable_by_agents":true,
      "mandatory_for_agents":false,
      "visible_to_agents":true,
      "type":"custom_number",
      "default_field":false
    },
    {
      "name":"job_family",
      "user_field_group_id": 2,
      "label_for_admins":"Job Family",
      "mandatory_for_admins":false,
      "editable_by_admins":true,
      "label_for_agents":"Job Family",
      "editable_by_agents":true,
      "mandatory_for_agents":false,
      "visible_to_agents":true,
      "type":"custom_dropdown",
      "default_field":false
    },
    {
      "name":"date_of_joining",
      "user_field_group_id": 2,
      "label_for_admins":"Date of Joining",
      "mandatory_for_admins":false,
      "editable_by_admins":true,
      "label_for_agents":"Date of Joining",
      "editable_by_agents":true,
      "mandatory_for_agents":false,
      "visible_to_agents":true,
      "type":"custom_date",
      "default_field":false
    },
    {
      "name":"home_phone_number",
      "user_field_group_id": 2,
      "label_for_admins":"Home Phone Number",
      "mandatory_for_admins":false,
      "editable_by_admins":true,
      "label_for_agents":"Home Phone Number",
      "editable_by_agents":true,
      "mandatory_for_agents":false,
      "visible_to_agents":true,
      "type":"custom_phone_number",
      "default_field":false
    },
    {
      "name":"google_profile_url",
      "user_field_group_id": 2,
      "label_for_admins":"Google Profile URL",
      "mandatory_for_admins":false,
      "editable_by_admins":true,
      "label_for_agents":"Google Profile URL",
      "editable_by_agents":true,
      "mandatory_for_agents":false,
      "visible_to_agents":true,
      "type":"custom_url",
      "default_field":false
    }
  ]
}
EXPAND ↓

User Assignment History

This operation retrieves the asset assignment history of a specific agent in Freshservice.

get api/v2/agents
Sample code | Curl 
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curl -v -u api_key:X -X "Content-Type: application/json" -X GET 'https://domain.freshservice.com/api/v2/users/2/assignment-history'
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Response 
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{
  "assignment_history": [
    {
      "id": 2,
      "asset_name": "Dell Monitor",
      "managed_by_name": null,
      "managed_by_id": null,
      "created_at": "2024-02-01T04:05:36Z",
      "updated_at": "2024-02-01T04:05:36Z",
      "assigned_on": "2024-02-01T04:05:36Z",
      "assigned_by": 2,
      "assigned_by_name": "System",
      "unassigned_by": null,
      "unassigned_by_name": null,
      "asset_id": 9,
      "unassigned_on": "2025-02-01T04:05:36Z"
    }
  ]
}
EXPAND ↓

Agent Roles

Roles allow you to manage access permissions for agents.

Note:
Only users with "Play God with Super Admin controls" can access the following APIs

Attribute Type Description
description string Description of the role
id number Unique ID of the role
name string Name of the role
scopes json Access scope of the role in various modules To be Deprecated
default boolean Set to true if it is a default role, and false otherwise
created_at datetime Date and time when the agent role was created
updated_at datetime Date and time when the agent role was last updated

View a Role

get /api/v2/roles/[id]
OAuth 2.0 Scope
freshservice.agents.roles.view
Sample code | Curl 
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curl -v -u api_key:X -X GET 'https://domain.freshservice.com/api/v2/roles/1'
EXPAND ↓
Response 
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{
  "role":{
          "id": 1,
          "name": "Account Admin",
          "description": "Has complete control over the help desk including access to Account or Billing related information, and receives Invoices.",
          "default": true,
          "scopes": {
                      "ticket": "Global Access",
                      "problem": "Global Access",
                      "change": "Global Access",
                      "release": "Global Access"
                    },
          "created_at": "2018-10-03T10:08:48Z",
          "updated_at": "2018-10-03T10:08:48Z"
        }
}
EXPAND ↓

List All Roles

get /api/v2/roles/
OAuth 2.0 Scope
freshservice.agents.roles.view
Sample code | Curl 
1
curl -v -u api_key:X -X GET 'https://domain.freshservice.com/api/v2/roles'
EXPAND ↓
Response 
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{
    "roles": [
        {
            "id": 1,
            "name": "Account Admin",
            "description": "Has complete control over the help desk including access to Account or Billing related information, and receives Invoices.",
            "default": true,
            "scopes": {
                "ticket": "Global Access",
                "problem": "Global Access",
                "change": "Global Access",
                "release": "Global Access"
            },
            "created_at": "2018-09-27T13:38:18Z",
            "updated_at": "2018-09-27T13:38:18Z"
        },
        {
            "id": 2,
            "name": "Admin",
            "description": "Can configure all features through the Admin tab, but is restricted from viewing Account or Billing related information.",
            "default": true,
            "scopes": {
                "ticket": "Global Access",
                "problem": "Global Access",
                "change": "Global Access",
                "release": "Global Access"
            },
            "created_at": "2018-09-27T13:38:18Z",
            "updated_at": "2018-09-27T13:38:18Z"
        },
        {
            "id": 3,
            "name": "SD Supervisor",
            "description": "Can perform all agent related activities and access reports, but cannot access or change configurations in the Admin tab.",
            "default": true,
            "scopes": {
                "ticket": "Global Access",
                "problem": "Global Access"
            },
            "created_at": "2018-09-27T13:38:18Z",
            "updated_at": "2018-09-27T13:38:18Z"
        }
      ] 
  }
EXPAND ↓

Agent Groups

You can organize your agents into groups like “Linux Support” and “Mac Support”. Segmenting agents into groups lets you easily assign tickets, create specific canned responses, manage workflows and generate group-level reports. The same agent can be a member of multiple groups as well.

Note:
Only users with "Play God with Super Admin controls" privilege can access the following APIs.

Attribute Type Description
name string Name of the group.Mandatory
description string Description of the group.
workspace_id number ID of the workspace to which this agent group belongs. The attribute is applicable only for accounts with the 'Workspaces' feature enabled. The default value is the ID of the primary workspace of the account. The response contains workspace_id to which an agent group belongs.
unassigned_for string The time after which an escalation email is sent if a ticket in the group remains unassigned. The accepted values are “30m” for 30 minutes, “1h” for 1 hour, “2h” for 2 hours“, “4h” for 4 hours, “8h” for 8 hours, “12h” for 12 hours, “1d” for 1 day, “2d” for 2 days, and “3d” for 3 days.
business_hours_id number Unique ID of the business hours configuration associated with the group.
escalate_to number The Unique ID of the user to whom an escalation email is sent if a ticket in this group is unassigned. To create/update a group with an escalate_to value of ‘none’, please set the value of this parameter to ‘null’.
agent_ids array Array of agent user IDs separated by commas.Unsupported
Note: Unsupported since May 31st 2023. Use members and observers instead.
members array A comma separated array of user IDs of agents who are members of this group. If the group is restricted and approvals-enabled, the input value for this field should also include the user IDs of agents whose member access to the group is pending approval by a group leader. The response value for this field would only contain the list of approved members. The members_pending_approval read-only attribute in the response will include the list of members whose approval is pending.
observers array A comma separated array of user IDs of agents who are observers of this group. If the group is restricted and approvals-enabled, the input value for this field should also include the user IDs of agents whose observer access to the group is pending approval by a group leader. The response value for this field would only contain the list of approved observers. The observers_pending_approval read-only attribute in the response will include the list of observers whose approval is pending. This attribute is only applicable for accounts which have the “Access Controls Pro” feature enabled.
restricted boolean Signifies whether a group is marked as restricted. Set to true if the group is restricted, and false otherwise.
leaders array A comma separated array of user IDs of agents who are leaders of this group. If the group is restricted and approvals-enabled, the input value for this field should also include the user IDs of agents whose leader access to the group is pending approval by another group leader. The response value for this field would only contain the list of approved leaders. The leaders_pending_approval read-only attribute in the response will include the list of leaders whose approval is pending. This attribute is only applicable for accounts which have the “Access Controls Pro” feature enabled.
members_pending_approval array A comma-separated array of user IDs of agents whose member access to the group is pending approval by a group leader. This attribute is only applicable for accounts which have the “Access Controls Pro” feature enabled.Read only
observers_pending_approval array A comma-separated array of user IDs of agents whose observer access to the group is pending approval by a group leader. This attribute is only applicable for accounts which have the “Access Controls Pro” feature enabled.Read only
leaders_pending_approval array A comma-separated array of user IDs of agents whose leader access to the group is pending approval by an existing group leader. This attribute is only applicable for accounts which have the “Access Controls Pro” feature enabled.Read only
approval_required boolean Signifies whether the restricted group requires approvals for membership changes. This attribute is only applicable for accounts which have the “Access Controls Pro” feature enabled.
auto_ticket_assign boolean Describes the automatic ticket assignment type. Will not be supported if the "Round Robin" feature is disabled for the account. Set to true if automatic ticket assignment is enabled, and false otherwise.
created_at datetime Date and time when the agent group was created
updated_at datetime Date and time when the agent group was last updated

Create a Group

Note:
1. When creating groups with approval required only the leaders will be added to the groups immediately while the members and observers would get added after their membership approval is approved.

Attribute Type Description
name string Name of the group.Mandatory
description string Description of the group.
workspace_id number ID of the workspace to which this agent group should belong. The attribute is applicable only for accounts with the 'Workspaces' feature enabled. If not specified, the value is defaulted to the ID of the primary workspace of the account.
unassigned_for string The time after which an escalation email is sent if a ticket in the group remains unassigned. The accepted values are “30m” for 30 minutes, “1h” for 1 hour, “2h” for 2 hours“, “4h” for 4 hours, “8h” for 8 hours, “12h” for 12 hours, “1d” for 1 day, “2d” for 2 days, and “3d” for 3 days.
business_hours_id number Unique ID of the business hours configuration associated with the group.
escalate_to number The Unique ID of the user to whom an escalation email is sent if a ticket in this group is unassigned. To create/update a group with an escalate_to value of ‘none’, please set the value of this parameter to ‘null’.
agent_ids array Array of agent user IDs separated by commas.Unsupported
Note: Unsupported since May 31st 2023. Use members and observers instead.
members array A comma separated array of user IDs of agents who are members of this group. The response value for this field would only contain the list of approved members. The members_pending_approval read-only attribute in the response will include the list of members whose approval is pending.
observers array A comma separated array of user IDs of agents who are observers of this group. The response value for this field would only contain the list of approved observers. The observers_pending_approval read-only attribute in the response will include the list of observers whose approval is pending. This attribute is only applicable for accounts which have the “Access Controls Pro” feature enabled.
restricted boolean Signifies whether a group is marked as restricted. Set to true if the group is restricted, and false otherwise.
leaders array A comma separated array of user IDs of agents who are leaders of this group. The response value for this field would only contain the list of approved leaders. The leaders_pending_approval read-only attribute in the response will include the list of leaders whose approval is pending. This attribute is only applicable for accounts which have the “Access Controls Pro” feature enabled.
approval_required boolean Signifies whether the restricted group requires approvals for membership changes. This attribute is only applicable for accounts which have the “Access Controls Pro” feature enabled.
auto_ticket_assign boolean Describes the automatic ticket assignment type. Will not be supported if the "Round Robin" feature is disabled for the account. Set to true if automatic ticket assignment is enabled, and false otherwise.
post /api/v2/groups
OAuth 2.0 Scope
freshservice.agentgroups.manage
Sample code | Curl 
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curl -v -u api_key:X -H "Content-Type:application/json" -X POST -d 
'{"name":"Linux Support", "description":"Support team for Linux VMs, workstations, and servers", "unassigned_for":"30m", "escalate_to":1155, "members": [1], "observers": [16]}' 'https://domain.freshservice.com/api/v2/groups'
EXPAND ↓
Response 
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{
  group:{
    "id":5,
    "name":"Linux Support",
    "description":"Support team for Linux VMs, workstations, and servers",
    "business_hours_id":null,
    "escalate_to":1155,
    "unassigned_for":"30m",
    "restricted":false,
    "workspace_id": 2,
    "members": [
      1
    ],
    "observers": [
      16
    ],
    "leaders": [],
    "members_pending_approval": [],
    "leaders_pending_approval": [],
    "observers_pending_approval": [],    
    "auto_ticket_assign":true,
    "created_at":"2020-01-08T07:53:41+05:30",
    "updated_at":"2020-01-08T07:53:41+05:30"
  }
}
EXPAND ↓
Additional examples

1. Create a Restricted Group and mark a particular agent as its leader

1
 curl -v -u api_key:X -H "Content-Type:application/json" -X POST -d '{"name":"HR Group", "description":"To handle all HR related sensitive tickets", "restricted":true, "members": [15], "leaders": [15]}' 'https://domain.freshservice.com/api/v2/groups'
EXPAND ↓

2. Create a Restricted Group with approvals required

1
 curl -v -u api_key:X -H "Content-Type:application/json" -X POST -d '{"name":"Payroll Queries", "description":"To handle all employee payroll-related disputes.", "restricted":true, "approval_required": true, "members": [10003024749, 10002590061], "leaders": [10003024749]}' 'https://domain.freshservice.com/api/v2/groups'
EXPAND ↓

3. Create a Restricted Group in a workspace

1
 curl -v -u api_key:X -H "Content-Type:application/json" -X POST -d '{"name":"Payroll Queries", "description":"To handle all employee payroll-related disputes.", "restricted":true, "approval_required": true, "members": [10003024749, 10002590061], "leaders": [10003024749], "workspace_id": 4}' 'https://domain.freshservice.com/api/v2/groups'
EXPAND ↓

View a Group

get /api/v2/groups/[id]
OAuth 2.0 Scope
freshservice.agentgroups.manage
Sample code | Curl 
1
curl -v -u api_key:X -X GET 'https://domain.freshservice.com/api/v2/groups/1'
EXPAND ↓
Response 
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{
  "group": {
    "id": 10000378431,
    "name": "Payroll Queries",
    "description": "To handle all employee payroll-related disputes.",
    "escalate_to": null,
    "unassigned_for": "30m",
    "business_hours_id": null,
    "created_at": "2021-11-24T03:06:45Z",
    "updated_at": "2021-11-24T03:06:45Z",
    "auto_ticket_assign": false,
    "restricted": true,
    "approval_required": true,
    "workspace_id": 2,
    "members": [
      10003024749
    ],
    "observers": [],
    "leaders": [
      10003024749
    ],
    "members_pending_approval": [
      10002590061
    ],
    "leaders_pending_approval": [],
    "observers_pending_approval": []
  }
}
EXPAND ↓

List All Groups

Note:
List of agent groups belonging to a particular workspace can be retrieved by passing query parameter as workspace_id=[number]. It is not possible to retrieve the list of agent groups across all workspaces.

get /api/v2/groups
OAuth 2.0 Scope
freshservice.agentgroups.manage
Sample code | Curl 
1
curl -v -u api_key:X -X GET 'https://domain.freshservice.com/api/v2/groups'
EXPAND ↓
Response 
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{
    "groups":[
      {
        "id":1,
        "name":"Linux Support",
        "description":"Support team for Linux VMs, workstations, and servers",
        "business_hours_id":null,
        "escalate_to":73,
        "unassigned_for":"30m",
        "workspace_id": 2,
        "members":[
          2,
          15
        ],
        "observers":[
          9
        ],
        "restricted":false,
        "approval_required": false,
        "leaders":[],
        "members_pending_approval": [],
        "leaders_pending_approval": [],
        "observers_pending_approval": [],
        "auto_ticket_assign":true,
        "created_at":"2014-01-08T07:53:41+05:30",
        "updated_at":"2020-01-08T07:53:41+05:30"
      },
      {
        "id": 10000378431,
        "name": "Payroll Queries",
        "description": "To handle all employee payroll-related disputes.",
        "escalate_to": null,
        "unassigned_for": "30m",
        "business_hours_id": null,
        "created_at": "2021-11-24T03:06:45Z",
        "updated_at": "2021-11-24T03:06:45Z",
        "auto_ticket_assign": false,
        "restricted": true,
        "approval_required": true,
        "workspace_id": 2,
        "members": [
          10003024749
        ],
        "observers": [],
        "leaders": [
          10003024749
        ],
        "members_pending_approval": [
          10002590061
        ],
        "leaders_pending_approval": [],
        "observers_pending_approval": []
      }
    ]
  }
EXPAND ↓
Additional examples

1. List all the Agent Groups present in a Workspace

1
 curl -v -u api_key:X -X GET 'https://domain.freshservice.com/api/v2/groups?workspace_id=4'
EXPAND ↓

Update a Group

Note:
1. To delete all the agents associated with a group, update the group with "members"= [ ] (empty array)
2. Appending the pending users from "members_pending_approval", "observers_pending_approval", "leaders_pending_approval" to "members", "observers", "leaders" keys respectively will retain the pending approval request for these users. Not doing so would withdraw their membership approval request.
3. When a restricted group that required approvals is either marked unrestricted or approval required is set to false the pending membership request will get auto approved.

Attribute Type Description
name string Name of the group.Mandatory
description string Description of the group.
workspace_id number Workspace ID of the agent group to be updated. The attribute is applicable only for accounts with the 'Workspaces' feature enabled. The workspace_id of an agent group cannot be modified.Read only
unassigned_for string The time after which an escalation email is sent if a ticket in the group remains unassigned. The accepted values are “30m” for 30 minutes, “1h” for 1 hour, “2h” for 2 hours“, “4h” for 4 hours, “8h” for 8 hours, “12h” for 12 hours, “1d” for 1 day, “2d” for 2 days, and “3d” for 3 days.
business_hours_id number Unique ID of the business hours configuration associated with the group.
escalate_to number The Unique ID of the user to whom an escalation email is sent if a ticket in this group is unassigned. To create/update a group with an escalate_to value of ‘none’, please set the value of this parameter to ‘null’.
agent_ids array Array of agent user IDs separated by commas.Unsupported
Note: Unsupported since May 31st 2023. Use members and observers instead.
members array A comma separated array of user IDs of agents who are members of this group. If the group is restricted and approvals-enabled, the input value for this field should also include the user IDs of agents whose member access to the group is pending approval by a group leader. The response value for this field would only contain the list of approved members. The members_pending_approval read-only attribute in the response will include the list of members whose approval is pending.
observers array A comma separated array of user IDs of agents who are observers of this group. If the group is restricted and approvals-enabled, the input value for this field should also include the user IDs of agents whose observer access to the group is pending approval by a group leader. The response value for this field would only contain the list of approved observers. The observers_pending_approval read-only attribute in the response will include the list of observers whose approval is pending. This attribute is only applicable for accounts which have the “Access Controls Pro” feature enabled.
restricted boolean Signifies whether a group is marked as restricted. Set to true if the group is restricted, and false otherwise.
leaders array A comma separated array of user IDs of agents who are leaders of this group. If the group is restricted and approvals-enabled, the input value for this field should also include the user IDs of agents whose leader access to the group is pending approval by another group leader. The response value for this field would only contain the list of approved leaders. The leaders_pending_approval read-only attribute in the response will include the list of leaders whose approval is pending. This attribute is only applicable for accounts which have the “Access Controls Pro” feature enabled.
approval_required boolean Signifies whether the restricted group requires approvals for membership changes. This attribute is only applicable for accounts which have the “Access Controls Pro” feature enabled.
auto_ticket_assign boolean Describes the automatic ticket assignment type. Will not be supported if the "Round Robin" feature is disabled for the account. Set to true if automatic ticket assignment is enabled, and false otherwise.
put /api/v2/groups/[id]
OAuth 2.0 Scope
freshservice.agentgroups.manage
Sample code | Curl 
1
curl -v -u api_key:X -H "Content-Type: application/json" -X PUT -d '{"name":"Linux Support", "description":"Support team for Linux VMs, workstations, and servers", "unassigned_for":"30m", "members":[1,16]}' 'https://domain.freshservice.com/api/v2/groups/2'
EXPAND ↓
Response 
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{
  "group": {
    "id":2,
    "name":"Linux Support",
    "description":"Support team for Linux VMs, workstations, and servers",
    "business_hours_id":null,
    "escalate_to":2,
    "unassigned_for":"30m",
    "workspace_id": 2,
    "members":[
      1,
      16
    ],
    "observers": [],
    "restricted":false,
    "leaders": [],
    "auto_ticket_assign":true,
    "members_pending_approval": [],
    "leaders_pending_approval": [],
    "observers_pending_approval": [],
    "created_at":"2015-01-08T07:53:41+05:30",
    "updated_at":"2015-01-08T07:53:41+05:30"
  }
}
EXPAND ↓
Additional examples

1. Mark an existing group as restricted and assign an agent as its leader

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 curl -v -u api_key:X -H "Content-Type: application/json" -X PUT -d '{"restricted":true, "members": [1, 16], "leaders": [16]}' 'https://domain.freshservice.com/api/v2/groups/2'
EXPAND ↓

2. Update the existing Payroll group to add another agent to the group

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 curl -v -u api_key:X -H "Content-Type: application/json" -X PUT -d '{"members": [10003024749, 10002590061, 10002973932]}' 'https://domain.freshservice.com/api/v2/groups/10000378431'
EXPAND ↓

3. Update the existing Payroll group to add another agent to a group in a workspace

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 curl -v -u api_key:X -H "Content-Type: application/json" -X PUT -d '{"members": [10003024749, 10002590061, 10002973932], "workspace_id": 2}' 'https://domain.freshservice.com/api/v2/groups/10000378431'
EXPAND ↓

Delete a Group

Note:
1. Deleting a Group will only disband the group and not delete its members.
2. Deleted groups cannot be restored.
3. When deleting a group, agents who have their only role in this group being deleted will be rescoped to the "assigned_items" scope from "specified_groups" for this role.

delete /api/v2/groups/[id]
OAuth 2.0 Scope
freshservice.agentgroups.manage
Sample code | Curl 
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curl -v -u api_key:X -X DELETE 'https://domain.freshservice.com/api/v2/groups/5'
EXPAND ↓
Response 
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HTTP Status: 204 No Content
EXPAND ↓

Requester Groups

Note:
Only groups of type “manual” can be created or updated through APIs.

Attribute Type Description
id number Unique identifier of the requester groupRead Only
name string Name of the requester group.Mandatory
description string Description of the requester group.
type string Method of requester addition. “manual” if individual requesters can be chosen manually, and “rule_based” if members are automatically added based on rules.Read Only

Create a Requester Group

Note:
Only groups of type “manual” can be created through this API.

Attribute Type Description
id number Unique identifier of the requester groupRead Only
name string Name of the requester group.Mandatory
description string Description of the requester group.
type string Method of requester addition. “manual” if individual requesters can be chosen manually, and “rule_based” if members are automatically added based on rules.Read Only
post /api/v2/requester_groups
OAuth 2.0 Scope
freshservice.requesters.edit
Sample code | Curl 
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curl -v -u api_key:X -H "Content-Type:application/json" -X POST -d '{ "name":"Branch Managers", "description":"Requester group for branch managers across all locations"}' 'https://domain.freshservice.com/api/v2/requester_groups'
EXPAND ↓
Response 
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{
  requester_group:{
    "id":21,
    "name":"Branch Managers",
    "description":"Requester group for branch managers across all locations",
    "type":"manual"
  }
}
EXPAND ↓

View a Requester Group

Note:
Groups of both types (“manual”/”rule_based”) can be viewed through this API.

get /api/v2/requester_groups/[id]
OAuth 2.0 Scope
freshservice.requesters.view
Sample code | Curl 
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curl -v -u api_key:X -X GET 'https://domain.freshservice.com/api/v2/requester_groups/21'
EXPAND ↓
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{
  requester_group:{
    "id":21,
    "name":"Branch Managers",
    "description":"Requester group for branch managers across all locations",
    "type":"manual"
  }
}
EXPAND ↓

List All Requester Groups

Note:
Groups of both types (“manual”/”rule_based”) can be listed through this API.

get /api/v2/requester_groups
OAuth 2.0 Scope
freshservice.requesters.view
Sample code | Curl 
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curl -v -u api_key:X -X GET 'https://domain.freshservice.com/api/v2/requester_groups'
EXPAND ↓
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{
  "requester_groups": [
  {
    "id":7,
    "name":"Branch Managers",
    "description":"Requester group for branch managers across all locations",
    "type": "manual"
  },
  {
    "id":8,
    "name":"HR Department Employees",
    "description":"Requester group all employees whose department is HR",
    "type": "rule_based"
  }
 ]
}
EXPAND ↓
Additional examples

Get the second page (requests from 31-60) of all the requester groups in the account.

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 curl -v -u api_key:X -X GET 'https://domain.freshservice.com/api/v2/requester_groups?per_page=30&page=2'
EXPAND ↓

Update a Requester Group

Note:
Only groups of type “manual” can be updated through this API.

Attribute Type Description
id number Unique identifier of the requester groupRead Only
name string Name of the requester group.Mandatory
description string Description of the requester group.
type string Method of requester addition. “manual” if individual requesters can be chosen manually, and “rule_based” if members are automatically added based on rules.Read Only
put /api/v2/requester_groups/[id]
OAuth 2.0 Scope
freshservice.requesters.edit
Sample code | Curl 
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curl -v -u api_key:X -H "Content-Type: application/json" -X PUT -d '{ "name":"Human Resources", "description":"Requester group all employees whose department is HR" }' 'https://domain.freshservice.com/api/v2/requester_group/8'
EXPAND ↓
Response 
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{
  "requester_group": {
    "id":8,
    "name":"Human Resources",
    "description":"Requester group all employees whose department is HR",
    "type":"manual"
  }
}
EXPAND ↓

Delete a Requester Group

Note:
1. Deleting a Requester Group will only disband the requester group and will not delete its members.
2. Deleted requester groups cannot be restored.

delete /api/v2/requester_groups/[id]
OAuth 2.0 Scope
freshservice.requesters.delete
Sample code | Curl 
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curl -v -u api_key:X -X DELETE 'https://domain.freshservice.com/api/v2/requester_groups/5'
EXPAND ↓
Response 
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HTTP Status: 204 No Content
EXPAND ↓

Add Requester to Requester Group

Note:
1.Requesters can be added only to manual requester groups.
2.Requester can be added one at a time.

post /api/v2/requester_groups/[id]/members/[requester_id]
OAuth 2.0 Scope
freshservice.requesters.edit
Sample code | Curl 
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curl -v -u api_key:X -H "Content-Type:application/json" -X POST 'https://domain.freshservice.com/api/v2/requester_groups/1/members/77'
EXPAND ↓
Response 
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HTTP Status: 200 OK
EXPAND ↓

Delete Requester from Requester Group

Note:
1.Requesters can be removed only from manual requester groups.
2.Requester can be removed one at a time.

delete /api/v2/requester_groups/[id]/members/[requester_id]
OAuth 2.0 Scope
freshservice.requesters.edit
Sample code | Curl 
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curl -v -u api_key:X -X DELETE 'https://domain.freshservice.com/api/v2/requester_groups/1/members/77'
EXPAND ↓
Response 
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HTTP Status: 204 No Content
EXPAND ↓

List Requester Group Members

get /api/v2/requester_groups/[id]/members
OAuth 2.0 Scope
freshservice.requesters.edit
Sample code | Curl 
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curl -v -u api_key:X -X GET 'https://domain.freshservice.com/api/v2/requester_groups/1/members'
EXPAND ↓
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{
  "requesters": [
    {
      "id": 77,
      "first_name": "Ronald",
      "last_name": "Weasley",
      "email": "ronald.weasley@hogwarts.edu"
    },
    {
      "id": 94,
      "first_name": "Harry",
      "last_name": "Potter",
      "email": "harry.potter@hogwarts.edu"
    }
  ]
}
EXPAND ↓
Additional examples

Get the second page (requests from 31-60) of requesters who are associated to requester groups.

1
 curl -v -u api_key:X -X GET 'https://domain.freshservice.com/api/v2/requester_groups/1/members?per_page=30&page=2'
EXPAND ↓

Locations

Locations refer to cities, campuses, offices and rooms where assets and users can be found.

Attribute Type Description
id number Unique ID of the location.
name string Name of the location.Mandatory
parent_location_id number ID of the parent location.
primary_contact_id number User ID of the primary contact (must be a user in Freshservice).
line1 string Address line 1.
line2 string Address line 2.
city string Name of the City.
state string Name of the State.
country string Name of the Country.
zipcode string Zipcode of the location.
created_at datetime Date and time when the location was created
updated_at datetime Date and time when the location was last updated

Create a Location

This operation allows you to create a new location in Freshservice.

Attribute Type Description
id number Unique ID of the location.
name string Name of the location.Mandatory
parent_location_id number ID of the parent location.
primary_contact_id number User ID of the primary contact (must be a user in Freshservice)
line1 string Address line 1.
line2 string Address line 2.
city string Name of the Country.
state string Name of the State.
country string Name of the Country.
zipcode string Zipcode of the location.
post /api/v2/locations
OAuth 2.0 Scope
freshservice.locations.create
Sample code | Curl 
1
curl -v -u api_key:X -H "Content-Type: application/json" -X POST -d '{"name": "HQ", "parent_location_id": 2, "primary_contact_id": null, "address": {"line1": "1250 Bayhill Drive","line2": "Suite 315", "city": "San Bruno","state": "California","country": "US","zipcode": "94066"}}' 'https://domain.freshservice.com/api/v2/locations'
EXPAND ↓
Response 
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{
    "location": {
        "id": 15,
        "name": "HQ",
        "parent_location_id": 2,
        "primary_contact_id": null,
        "address": {
            "line1": "1250 Bayhill Drive",
            "line2": "Suite 315",
            "city": "San Bruno",
            "state": "California",
            "country": "US",
            "zipcode": "94066"
        },
        "created_at": "2018-12-18T10:03:48Z",
        "updated_at": "2018-12-18T10:03:48Z"
    }
}
EXPAND ↓

View a Location

This operation allows you to view information about a particular location.

get /api/v2/locations/[id]
OAuth 2.0 Scope
freshservice.locations.view
Sample code | Curl 
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curl -v -u api_key:X -X GET 'https://domain.freshservice.com/api/v2/locations/15’
EXPAND ↓
Response 
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{
    "location": {
        "id": 15,
        "name": "HQ",
        "parent_location_id": 2,
        "primary_contact_id": null,
        "address": {
            "line1": "1250 Bayhill Drive",
            "line2": "Suite 315",
            "city": "San Bruno",
            "state": "California",
            "country": "US",
            "zipcode": "94066"
        },
        "created_at": "2018-12-18T10:03:48Z",
        "updated_at": "2018-12-18T10:22:11Z"
    }
}
EXPAND ↓

List all Locations

This operation allows you to view information about all the locations in the account.

get /api/v2/locations
OAuth 2.0 Scope
freshservice.locations.view
Sample code | Curl 
1
curl -v -u api_key:X -X GET 'https://domain.freshservice.com/api/v2/locations’
EXPAND ↓
Response 
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{
    "locations": [
        {
            "id": 1,
            "name": "America",
            "parent_location_id": null,
            "primary_contact_id": null,
            "address": {
                "line1": null,
                "line2": null,
                "city": null,
                "state": null,
                "country": null,
                "zipcode": null
            },
            "created_at": "2018-10-31T10:00:07Z",
            "updated_at": "2018-10-31T10:00:07Z"
        },
        {
            "id": 2,
            "name": "Europe",
            "parent_location_id": null,
            "primary_contact_id": null,
            "address": {
                "line1": null,
                "line2": null,
                "city": null,
                "state": null,
                "country": null,
                "zipcode": null
            },
            "created_at": "2018-10-31T10:00:08Z",
            "updated_at": "2018-10-31T10:00:08Z"
        }
    ]
}
EXPAND ↓
Additional examples

1. Get the second page (locations from 31-60) of a list of all the locations in the account.

1
 curl -v -u api_key:X -X GET 'https://domain.freshservice.com/api/v2/locations?per_page=30&page=2'
EXPAND ↓

Filter Locations

You can filter locations by their Name. Please note that the query string needs to be URL encoded.

get /api/v2/locations?query=[query]
OAuth 2.0 Scope
freshservice.locations.view
Sample code | Curl 
1
curl -v -u api_key:X -X GET 'https://domain.freshservice.com/api/v2/locations?query="name:%United%20Kingdom%27"'
EXPAND ↓
Response 
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{
    "locations": [{
        "address": {
            "line1": "1250 Bayhill Drive",
            "line2": "Suite 315",
            "city": "Oakham",
            "state": "Rutland",
            "country": "England",
            "zipcode": "01005"
        },
        "id": 8,
        "name": "United Kingdom",
        "parent_location_id": 2,
        "primary_contact_id": null,
        "contact_name": "Peter",
        "email": "peter1829@domail.com",
        "phone": null,
        "created_at": "2021-04-15T06:58:40Z",
        "updated_at": "2021-04-15T06:58:40Z"
    }]
}
EXPAND ↓

Update a Location

This operation allows you to update an existing location.

Attribute Type Description
id number Unique ID of the location.
name string Name of the location.
parent_location_id number ID of the parent location.
primary_contact_id number User ID of the primary contact (must be a user in Freshservice).
line1 string Address line 1.
line2 string Address line 2.
city string Name of the City.
state string Name of the State.
country string Name of the Country.
zipcode string Zipcode of the location.
put /api/v2/locations/[id]
OAuth 2.0 Scope
freshservice.locations.edit
Sample code | Curl 
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curl -v -u api_key:X -H "Content-Type: application/json" -X PUT -d '{"name": "HeadQuaters","parent_location_id": 2,"primary_contact_id": null,"address": {"line1": "1250 Bayhill Drive","line2": "Suite 315","city": "San Bruno","state": "California","country": "US","zipcode": "94066"}}' 'https://domain.freshservice.com/api/v2/locations/15'
EXPAND ↓
Response 
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{
    "location": {
        "id": 15,
        "name": "HeadQuaters",
        "parent_location_id": 2,
        "primary_contact_id": null,
        "address": {
            "line1": "1250 Bayhill Drive",
            "line2": "Suite 315",
            "city": "San Bruno",
            "state": "California",
            "country": "US",
            "zipcode": "94066"
        },
        "created_at": "2018-12-18T10:03:48Z",
        "updated_at": "2018-12-18T10:22:11Z"
    }
}
EXPAND ↓

Delete a Location

This operation allows you to delete a particular location.

delete /api/v2/locations/[id]
OAuth 2.0 Scope
freshservice.locations.delete
Sample code | Curl 
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curl -v -u api_key:X -X DELETE 'https://domain.freshservice.com/api/v2/locations/15’
EXPAND ↓
Response 
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HTTP Status: 204 No Content
EXPAND ↓

Products

When assets refer to individual items existing in an organization, a product refers to a specific model of the asset. For example, every laptop in an organization is an asset while Macbook Pro 15 inches 2019 model is a product. The product catalog contains all the products that were used, are in use or will be used in the organization.

Attribute Type Description
id number Unique ID of the product.
name string Name of the Product.Mandatory
asset_type_id number ID of the asset type(must be a type in Freshservice)Mandatory
manufacturer string Manufacturer of the product
status string Status of the product.
mode_of_procurement string Mode of procurement of the product.
depreciation_type_id number ID of the depreciation type.
description string HTML Content of the product.
description_text string Description of the product in plain text.
created_at string Date and time when the product was created
updated_at string Date and time when the product was last updated

Product Properties

For the following attributes, the supported values are listed below.

Attribute Supported Values Comments
status In Production, In Pipeline, Retired The default value is "In Production"
mode_of_procurement Buy, Lease, Both The default value is "Buy"

Create a Product

This operation allows you to create a new product in Freshservice.

Attribute Type Description
id number Unique ID of the product.
name string Name of the Product.Mandatory
asset_type_id number ID of the asset type(must be a type in Freshservice)Mandatory
manufacturer string Manufacturer of the product
status string Status of the product.
mode_of_procurement string Mode of procurement of the product.
depreciation_type_id number ID of the depreciation type.
description string HTML Content of the product.
description_text string Description of the product in plain text.
created_at string Date and time when the product was created
updated_at string Date and time when the product was last updated

Product Properties

For the following attributes, the supported values are listed below.

Attribute Supported Values Comments
status In Production, In Pipeline, Retired The default value is "In Production"
mode_of_procurement Buy, Lease, Both The default value is "Buy"
post /api/v2/products
OAuth 2.0 Scope
freshservice.products.create
Sample code | Curl 
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curl -v -u api_key:X -H "Content-Type: application/json" -X POST -d '{"name": "XBox", "asset_type_id": 3, "manufacturer": "Flex", "status":"In Pipeline", "mode_of_procurement":"Buy","depreciation_type_id":1,"description":"The Xbox 360 is a home video game console developed by Microsoft. As the successor to the original Xbox, it is the second console in the Xbox series."}' 'https://domain.freshservice.com/api/v2/products'
EXPAND ↓
Response 
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{
  "product": {
      "id": 7,
      "name": "XBox",
      "asset_type_id": 3,
      "manufacturer": "Flex",
      "status": "In Pipeline",
      "mode_of_procurement": "Buy",
      "depreciation_type_id": 1,
      "description": "<div>The Xbox 360 is a home video game console developed by Microsoft. As the successor to the original Xbox, it is the second console in the Xbox series.</div>",
      "description_text": "The Xbox 360 is a home video game console developed by Microsoft. As the successor to the original Xbox, it is the second console in the Xbox series.",
      "created_at": "2019-02-12T10:56:44Z",
      "updated_at": "2019-02-12T10:56:44Z"
  }
}
EXPAND ↓

View a Product

This operation allows you to view a particular product.

get /api/v2/products/[id]
OAuth 2.0 Scope
freshservice.products.view
Sample code | Curl 
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curl -v -u api_key:X -X GET 'https://domain.freshservice.com/api/v2/products/7'
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Response 
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{
  "product": {
      "id": 7,
      "name": "XBox",
      "asset_type_id": 3,
      "manufacturer": "Flex",
      "status": "In Pipeline",
      "mode_of_procurement": "Buy",
      "depreciation_type_id": 1,
      "description": "<div>The Xbox 360 is a home video game console developed by Microsoft. As the successor to the original Xbox, it is the second console in the Xbox series.</div>",
      "description_text": "The Xbox 360 is a home video game console developed by Microsoft. As the successor to the original Xbox, it is the second console in the Xbox series.",
      "created_at": "2019-02-12T10:56:44Z",
      "updated_at": "2019-02-12T10:56:44Z"
  }
}
EXPAND ↓

List All Products

This operation allows you to view information about all products in the account.

get /api/v2/products
OAuth 2.0 Scope
freshservice.products.view
Sample code | Curl 
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curl -v -u api_key:X -X GET 'https://domain.freshservice.com/api/v2/products'
EXPAND ↓
Response 
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{
    "products": [
        {
            "id": 2,
            "name": "iPhone 8",
            "asset_type_id": 28,
            "manufacturer": "Apple",
            "status": "In Production",
            "mode_of_procurement": "Lease",
            "depreciation_type_id": 2,
            "description": "",
            "description_text": ""
            "created_at": "2019-01-03T06:56:05Z",
            "updated_at": "2019-01-03T06:56:05Z"
        },
        {
          "id": 7,
          "name": "XBox",
          "asset_type_id": 3,
          "manufacturer": "Flex",
          "status": "In Pipeline",
          "mode_of_procurement": "Buy",
          "depreciation_type_id": 1,
          "description": "<div>The Xbox 360 is a home video game console developed by Microsoft. As the successor to the original Xbox, it is the second console in the Xbox series.</div>",
          "description_text": "The Xbox 360 is a home video game console developed by Microsoft. As the successor to the original Xbox, it is the second console in the Xbox series.",
          "created_at": "2019-02-12T10:56:44Z",
          "updated_at": "2019-02-12T10:56:44Z"
      }
    ]
}
EXPAND ↓
Additional examples

1. Get the second page (products from 31-60) of a list of all the products in the account.

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 curl -v -u api_key:X -X GET 'https://domain.freshservice.com/api/v2/products?per_page=30&page=2'
EXPAND ↓

Update a Product

This operation allows you to update an existing product.

Attribute Type Description
id number Unique ID of the product.
name string Name of the Product.Mandatory
asset_type_id number ID of the asset type(must be a type in Freshservice)Mandatory
manufacturer string Manufacturer of the product
status string Status of the product.
mode_of_procurement string Mode of procurement of the product.
depreciation_type_id number ID of the depreciation type.
description string HTML Content of the product.
description_text string Description of the product in plain text.
created_at string Date and time when the product was created
updated_at string Date and time when the product was last updated

Product Properties

For the following attributes, the supported values are listed below.

Attribute Supported Values Comments
status In Production, In Pipeline, Retired The default value is "In Production"
mode_of_procurement Buy, Lease, Both The default value is "Buy"
put /api/v2/products/[id]
OAuth 2.0 Scope
freshservice.products.update
Sample code | Curl 
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curl -v -u api_key:X -H "Content-Type: application/json" -X POST -d '{"name": "XBox", "asset_type_id": 3, "manufacturer": "Flex", "status":"In Production", "mode_of_procurement":"Buy","depreciation_type_id":2,"description":"The Xbox 360 is a home video game console developed by Microsoft. As the successor to the original Xbox, it is the second console in the Xbox series."}' 'https://domain.freshservice.com/api/v2/products/7'
EXPAND ↓
Response 
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{
  "product": {
      "id": 7,
      "name": "XBox",
      "asset_type_id": 3,
      "manufacturer": "Flex",
      "status": "In Production",
      "mode_of_procurement": "Buy",
      "depreciation_type_id": 2,
      "description": "The Xbox 360 is a home video game console developed by Microsoft. As the successor to the original Xbox, it is the second console in the Xbox series.",
      "description_text": "The Xbox 360 is a home video game console developed by Microsoft. As the successor to the original Xbox, it is the second console in the Xbox series.",
      "created_at": "2019-02-12T10:56:44Z",
      "updated_at": "2019-02-12T10:59:31Z"
  }
}
EXPAND ↓

Delete a Product

This operation allows you to delete a particular product.

delete /api/v2/products/[id]
OAuth 2.0 Scope
freshservice.products.delete
Sample code | Curl 
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curl -v -u api_key:X -X DELETE 'https://domain.freshservice.com/api/v2/products/7’
EXPAND ↓
Response 
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HTTP Status: 204 No Content
EXPAND ↓

Vendors

Vendors refer to third-party companies and service providers who provide the necessary assets or services to your organization.

Attribute Type Description
id number Unique ID of the vendor.
name string Name of the vendor.Mandatory
description string Description of the vendor.
primary_contact_id number User ID of the primary contact (must be a user in Freshservice).
line1 string Address lines.
city string Name of the city.
state string Name of the state.
country string Name of the country.
zipcode string Zipcode of the location.
created_at datetime Date and time when the vendor was created
updated_at datetime Date and time when the vendor was last updated

Create a Vendor

This operation allows you to create a vendor.

Attribute Type Description
name string Name of the vendor.Mandatory
description string Description of the vendor.
primary_contact_id number User ID of the primary contact (must be a user in Freshservice).
line1 string Address lines.
city string Name of the city.
state string Name of the state.
country string Name of the country.
zipcode string Zipcode of the location.
post /api/v2/vendors
OAuth 2.0 Scope
freshservice.vendors.create
Sample code | Curl 
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curl -v -u api_key:X -H "Content-Type: application/json" -X POST -d '{"name": "Intel","description": "Intel Corp", "primary_contact_id": null, "address": {"line1": "1250 Bayhill Drive", "city": "San Bruno","state": "California","country": "US","zipcode": "94066"}}' 'https://domain.freshservice.com/api/v2/vendors'
EXPAND ↓
Response 
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{
    "vendor": {
        "id": 15,
        "name": "Intel",
        "description": "Intel Corp",
        "primary_contact_id": null,
        "address": {
            "line1": "1250 Bayhill Drive",
            "city": "San Bruno",
            "state": "California",
            "country": "US",
            "zipcode": "94066"
        },
        "created_at": "2018-12-18T10:03:48Z",
        "updated_at": "2018-12-18T10:03:48Z"
    }
}
EXPAND ↓

View a Vendor

This operation allows you to view a particular vendor.

get /api/v2/vendors/[id]
OAuth 2.0 Scope
freshservice.vendors.view
Sample code | Curl 
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curl -v -u api_key:X -X GET 'https://domain.freshservice.com/api/v2/vendors/15'
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{
    "vendor": {
        "id": 15,
        "name": "Intel",
        "description": "Intel Corp",
        "primary_contact_id": 2,
        "address": {
            "line1": "1250 Bayhill Drive",
            "city": "San Bruno",
            "state": "California",
            "country": "US",
            "zipcode": "94066"
        },
        "created_at": "2018-12-18T10:03:48Z",
        "updated_at": "2018-12-18T10:22:11Z"
    }
}
EXPAND ↓

List All Vendors

This operation allows you to view information about all vendors in the account.

get /api/v2/vendors
OAuth 2.0 Scope
freshservice.vendors.view
Sample code | Curl 
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curl -v -u api_key:X -X GET 'https://domain.freshservice.com/api/v2/vendors'
EXPAND ↓
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{
    "vendors": [
        {
            "id": 1,
            "name": "Apple",
            "description": "AAPL",
            "primary_contact_id": null,
            "address": {
                "line1": null,
                "city": null,
                "state": null,
                "country": null,
                "zipcode": null
            },
            "created_at": "2018-10-31T10:00:08Z",
            "updated_at": "2018-10-31T10:00:08Z"
        },
        {
            "id": 15,
            "name": "Intel",
            "description": "Intel Corp",
            "primary_contact_id": 2,
            "address": {
                "line1": "1250 Bayhill Drive",
                "city": "San Bruno",
                "state": "California",
                "country": "US",
                "zipcode": "94066"
            },
            "created_at": "2018-10-31T10:00:07Z",
            "updated_at": "2018-10-31T10:00:07Z"
        }
    ]
}
EXPAND ↓
Additional examples

1. Get the second page (vendors from 31-60) of a list of all the vendors in the account.

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 curl -v -u api_key:X -X GET 'https://domain.freshservice.com/api/v2/vendors?per_page=30&page=2'
EXPAND ↓

Update a Vendor

This operation allows you to update a vendor.

Attribute Type Description
name string Name of the vendor.Mandatory
description string Description of the vendor.
primary_contact_id number User ID of the primary contact (must be a user in Freshservice).
line1 string Address lines.
city string Name of the city.
state string Name of the state.
country string Name of the country.
zipcode string Zipcode of the location.
put /api/v2/vendors/[id]
OAuth 2.0 Scope
freshservice.vendors.edit
Sample code | Curl 
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curl -v -u api_key:X -H "Content-Type: application/json" -X PUT -d '{"name": "Apple","description": "AAPL","primary_contact_id": null,"address": {"line1": "‎1 Infinite Loop","city": "Cupertino","state": "California","country": "US","zipcode": "95014"}}' 'https://domain.freshservice.com/api/v2/vendors/1'
EXPAND ↓
Response 
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{
    "vendor": {
        "id": 1,
        "name": "Apple",
        "description": "AAPL",
        "primary_contact_id": null,
        "address": {
            "line1": "‎1 Infinite Loop",
            "city": "Cupertino",
            "state": "California",
            "country": "US",
            "zipcode": "95014"
        },
        "created_at": "2018-12-18T10:03:48Z",
        "updated_at": "2018-12-18T10:03:48Z"
    }
}
EXPAND ↓

Delete a Vendor

This operation allows you to delete a vendor.

delete /api/v2/vendors/[id]
OAuth 2.0 Scope
freshservice.vendors.delete
Sample code | Curl 
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curl -v -u api_key:X -X DELETE 'https://domain.freshservice.com/api/v2/vendors/5'
EXPAND ↓
Response 
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HTTP Status: 204 No Content
EXPAND ↓

Assets

Assets are any items that are owned and managed in an organization. These include laptops, servers, monitors, printers, routers, etc. The Assets module in Freshservice allows you to manage the entire lifecycle of an asset, right from its procurement to retirement. During the reporting of an IT issue, the asset is often tagged along with the ticket either by the requester or the agent.

Attribute Type Description
id number Unique ID of the asset.
workspace_id number ID of the workspace that the asset belongs to. If not provided, the ID of the primary workspace will be defaulted. Applicable only to accounts on the Employee Support Mode.
display_id numbers Display ID of the asset.
name string Name of the asset.Mandatory
description string Description of the asset.
asset_type_id number ID of the asset type.Mandatory
asset_tag string Asset tag of the asset.
impact string Impact of the asset.
author_type string Indicates whether the asset was created by a user or discovery tools (Probe or Agent).Read Only
usage_type string Usage type of the asset (Loaner / Permanent).
user_id number ID of the associated user (Used By).
location_id number ID of the associated location.
department_id number ID of the associated department.
agent_id number ID of the associated agent (Managed By).
group_id number ID of the associated agent group (Managed By Group).
assigned_on datetime Date and time when the asset was assigned.
created_at datetime Date and time when the asset was created.Read Only
updated_at datetime Date and time when the asset was updated.Read Only

Asset Properties

For the following attributes, the supported values are listed below.

Attribute Supported Values Comments
impact low, medium, high The default value is “low”
usage_type permanent, loaner The default value is “permanent”

Asset Assignment History

This operation retrieves the user assignment history for a specific asset in Freshservice.

get /api/v2/assets
Sample code | Curl 
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curl -v -u api_key:X -X "Content-Type: application/json" -X GET 'https://domain.freshservice.com/api/v2/assets/8/assignment-history'
EXPAND ↓
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{
  "assignment_history": [
    {
      "id": 3,
      "user_id": 2,
      "user_name": "System",
      "assigned_on": "2024-01-01T04:05:36Z",
      "created_at": "2024-01-01T04:05:36Z",
      "updated_at": "2024-02-01T04:05:36Z",
      "assigned_by": 1,
      "assigned_by_name": "Support S",
      "unassigned_by": 2,
      "unassigned_by_name": "System",
      "unassigned_on": "2024-01-31T04:05:36Z"
    }
  ]
}
EXPAND ↓

Create an Asset

This operation allows you to create a new asset in Freshservice.

Asset Properties

For the following attributes, the supported values are listed below.

Attribute Supported Values Comments
impact low, medium, high The default value is “low”
usage_type permanent, loaner The default value is “permanent”
post /api/v2/assets
OAuth 2.0 Scope
freshservice.assets.manage
Sample code | Curl 
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curl -v -u api_key:X -H "Content-Type: application/json" -X POST -d '{ "name": "Macbook Pro","asset_type_id": 25, "asset_tag":"ASSET-9", "impact":"low", "usage_type":"permanent",
 "description":"13.3-inch (diagonal) LED-backlit glossy widescreen display,1440-by-900 resolution", "location_id":null, "agent_id":null, "department_id":null, "group_id":9, "workspace_id":3, "assigned_on": "2014-07-26T12:25:04+05:30", "type_fields": { "product_25" : 10, "vendor_25" : 14, "cost_25":5000 , "salvage":100, "depreciation_id":30, "warranty_25":20, "acquisition_date_25":"2018-07-26T12:25:04+05:30", "warranty_expiry_date_25":"2018-07-26T12:25:04+05:30", "domain_25":1, "asset_state_25":"In Use", "serial_number_25":"SW12131133", "last_audit_date_25":"2014-07-26T12:25:04+05:30" } }' 'https://domain.freshservice.com/api/v2/assets'
EXPAND ↓
Response 
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{
    "asset": {
        "id": 10,
        "display_id": 11,
        "name": "Macbook Pro",
        "description": "13.3-inch (diagonal) LED-backlit glossy widescreen display,1440-by-900 resolution",
        "asset_type_id": 25,
        "impact": "low",
        "author_type": "User",
        "usage_type": "permanent",
        "asset_tag": "ASSET-9",
        "user_id": null,
        "department_id": null,
        "location_id": null,
        "agent_id": null,
        "group_id": 9,
        "assigned_on": "2014-07-26T06:55:04Z",
        "created_at": "2019-03-07T09:27:09Z",
        "updated_at": "2019-03-07T09:27:09Z",
        "type_fields": {
            "product_25" : 10,
            "vendor_25" : 14,
            "cost_25":5000 ,
            "salvage":100,
            "depreciation_id":30,
            "warranty_25":20,
            "acquisition_date_25":"2018-07-26T12:25:04+05:30",
            "warranty_expiry_date_25":"2018-07-26T12:25:04+05:30",
            "domain_25":1,
            "asset_state_25":"In Use",
            "serial_number_25":"SW12131133",
            "last_audit_date_25":"2014-07-26T12:25:04+05:30",
          },
        "workspace_id": 3
    }
}
EXPAND ↓

View an Asset

This operation allows you to view a particular asset.

Use 'include' to embed additional details in the response. Each include will consume an additional API credit.

Embed Handle
type_fields /api/v2/assets/[display_id]?include=type_fields
Will return all fields that are specific to each asset type. For example, for Hardware Asset Type, including type_fields will return fields such as Product_ID, Vendor_ID and Serial_number
get /api/v2/assets/[display_id]
OAuth 2.0 Scope
freshservice.assets.view
Sample code | Curl 
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curl -v -u api_key:X -X GET 'https://domain.freshservice.com/api/v2/assets/11'
EXPAND ↓
Response 
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{
    "asset": {
        "id": 10,
        "display_id": 11,
        "name": "Macbook Pro",
        "description": "13.3-inch (diagonal) LED-backlit glossy widescreen display,1440-by-900 resolution",
        "asset_type_id": 3,
        "impact": "low",
        "author_type": "User",
        "usage_type": "permanent",
        "asset_tag": "ASSET-9",
        "user_id": null,
        "department_id": null,
        "location_id": null,
        "agent_id": null,
        "group_id": 9,
        "assigned_on": "2014-07-26T06:55:00Z",
        "created_at": "2019-03-06T09:34:37Z",
        "updated_at": "2019-03-06T10:23:06Z",
        "workspace_id": 3, 
        "created_by_source": "User",
        "last_updated_by_source": "Discovery Agent",
        "created_by_user": 53,
        "last_updated_by_user": null,
        "sources": ["Discovery Probe", "Chrome Connector", "Jamf Connector", "User"]
    }
}
EXPAND ↓
Additional examples

1. Get the associated type fields along with the asset response.

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 curl -v -u api_key:X -X GET 'https://domain.freshservice.com/api/v2/assets/11?include=type_fields'
EXPAND ↓

View List of Assets

Lists all the assets in your Freshservice account.

Use Asset Filters to view only specific assets (those which match the criteria that you choose) and Asset Search to search specific assets from your list. By default only assets that are not in trash will be returned unless you use the 'trashed' filter.

Note:
1. By default, assets will be sorted based on "created_at" date (most recent on top).
2. By default, only the base attributes of the asset will be retrieved.
3. To get all the attributes, including asset type specific fields, use 'include' to embed additional details in the response.
4. Each include will consume an additional 2 credits. For example, if you embed the 'type_fields' information you will be charged a total of 3 API credits for the call.
5. If a workspace_id is not specified as a URL parameter, only assets from the primary workspace will be included in the response. If workspace_id is specified as 0, assets from across all workspaces will be included in the response. Applicable only to accounts on the Employee Support Mode.

Filter by Handle
Workspace /api/v2/assets?workspace_id=[id]
'workspace_id' is applicable only to accounts on the Employee Support Mode. The value 0 for workspace_id will return assets from all workspaces, with only global level fields.
Sort by Handle
id, created_at, updated_at /api/v2/assets?order_by=created_at
Default order by is created_at.
asc, desc /api/v2/assets?order_type=asc
Default sort order is desc.
Embed Handle
type_fields /api/v2/assets?include=type_fields
Will return all fields that are specific to each asset type. For example, for Hardware Asset Type, including type_fields will return fields such as Product_ID, Vendor_ID, Serial_number, etc.
trashed /api/v2/assets?trashed=true
Will return all the assets that are in trash.
get /api/v2/assets
OAuth 2.0 Scope
freshservice.assets.view
Sample code | Curl 
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curl -v -u api_key:X -X GET 'https://domain.freshservice.com/api/v2/assets'
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Response 
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{
  "assets": [
    {
      "id": 65,
      "display_id": 65,
      "name": "Asset-65",
      "description": "",
      "asset_type_id": 25,
      "impact": "low",
      "author_type": "User",
      "usage_type": "permanent",
      "asset_tag": "ASSET-65",
      "user_id": null,
      "location_id": null,
      "department_id": null,
      "agent_id": null,
      "assigned_on": null,
      "created_at": "2018-08-03T07:48:11Z",
      "updated_at": "2018-08-03T07:48:11Z",
      "workspace_id": 2,
      "created_by_source": "Discovery Probe" ,
      "last_updated_by_source": "Jamf Connector",
      "created_by_user": null,
      "last_updated_by_user": null,
      "sources": ["Discovery Agent", "User", "Discovery Probe", "Intune"]
    },
    {
      "id": 64,
      "display_id": 64,
      "name": "Asset_64",
      "description": "",
      "asset_type_id": 25,
      "impact": "low",
      "author_type": "User",
      "usage_type": "permanent",
      "asset_tag": "ASSET-64",
      "user_id": null,
      "location_id": null,
      "department_id": null,
      "agent_id": null,
      "assigned_on": null,
      "created_at": "2018-08-03T07:48:04Z",
      "updated_at": "2018-08-03T07:48:04Z",
      "workspace_id": 2,
      "created_by_source": "Intune",
      "last_updated_by_source": "User",
      "created_by_user": null,
      "last_updated_by_user": 65,
      "sources": ["Discovery Probe", "Discovery Agent", "Jamf Connector", "Intune"]
    }
  ]
}
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Additional examples

1. Get the second page (assets from 31-60) of a list of all active filter_assets.

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 curl -v -u api_key:X -X GET 'https://domain.freshservice.com/api/v2/assets?per_page=30&page=2'
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2. Get the first page of a list of assets including all type fields. The assets will be listed in descending order by Created at Date.

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 curl -v -u api_key:X -X GET 'https://domain.freshservice.com/api/v2/assets?include=type_fields'
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3. Get the first page of a list of assets by updated_at date sorted in descending order.

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 curl -v -u api_key:X -X GET 'https://domain.freshservice.com/api/v2/assets?order_by=updated_at&order_type=desc'
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4. Get the first page of a list of assets in trash.

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 curl -v -u api_key:X -X GET 'https://domain.freshservice.com/api/v2/assets?trashed=true'
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5. Get the list of all assets from workspaces to which the user has access.

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 curl -v -u api_key:X -X GET 'https://domain.freshservice.com/api/v2/assets?workspace_id=0'
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6. Get the list of assets from a specific workspace

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 curl -v -u api_key:X -X GET 'https://domain.freshservice.com/api/v2/assets?workspace_id=3'
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Search Assets

Use asset attributes to search from your list.

Note:
1. Search results cannot be sorted. By default it is sorted by created_at in descending order.
2. The search query must be URL encoded (see example).
3. Query can be framed using the asset fields, which can be obtained from Supported Asset Fields section.
4. Search query string must be enclosed between a pair of double quotes.
5. If the search query string contains apostrophe, it must be escaped (see example).
6. The number of objects returned per page is 30. The total count of the results will be returned along with the result (In the headers).
7. Please note that any updates made to assets either in Freshservice application or through APIs may take a few minutes to get indexed, after which the updated results will be available through API.

Supported Asset Fields

Field Type Description
name string Display name of the asset.
asset_tag string Tag that is assigned to the asset.
serial_number string Serial number of the asset.
get /api/v2/assets?search=[query]
OAuth 2.0 Scope
freshservice.assets.view
Sample code | Curl 
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curl -v -u api_key:X -X GET 'https://domain.freshservice.com/api/v2/assets?search="name%3A%27dell%27"'
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Response 
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{
  "assets": [
    {
      "id": 65,
      "display_id": 65,
      "name": "Dell monitor",
      "description": "",
      "asset_type_id": 25,
      "impact": "low",
      "author_type": "User",
      "usage_type": "permanent",
      "asset_tag": "ASSET-65",
      "user_id": null,
      "location_id": null,
      "department_id": null,
      "agent_id": null,
      "assigned_on": null,
      "created_at": "2018-08-03T07:48:11Z",
      "updated_at": "2018-08-03T07:48:11Z",
      "workspace_id": 2,
      "created_by_source": "Chrome Connector",
      "last_updated_by_source": "Discovery Probe",
      "created_by_user": null,
      "last_updated_by_user": null,
      "sources": ["Intune", "User", "Jamf Connector", "Discovery Agent"]
    },
    {
      "id": 64,
      "display_id": 64,
      "name": "Dell laptop",
      "description": "",
      "asset_type_id": 25,
      "impact": "low",
      "author_type": "User",
      "usage_type": "permanent",
      "asset_tag": "ASSET-64",
      "user_id": null,
      "location_id": null,
      "department_id": null,
      "agent_id": null,
      "assigned_on": null,
      "created_at": "2018-08-03T07:48:04Z",
      "updated_at": "2018-08-03T07:48:04Z",
      "workspace_id": 2,
      "created_by_source": "Discovery Agent",
      "last_updated_by_source": "User",
      "created_by_user": null,
      "last_updated_by_user": 123,
      "sources": ["Discovery Agent", "Intune", "Jamf Connector", "User"]
    }
  ]
}
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Additional examples

1. Search assets in trash which has name dell.

search=" name:'dell' "

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 curl -v -u api_key:X -X GET 'https://domain.freshservice.com/api/v2/assets?search="name%3A%27dell%27"&trashed=true'
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2. Search string must be escaped if it contains apostrophe.

search=" name:'andrea\'s laptop' "

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 curl -v -u api_key:X -X GET 'https://domain.freshservice.com/api/v2/assets?search="name%3A%27andrea%5C%27s%20laptop%27"'
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Filter Assets

Use asset attributes to filter your list.

Note:
1. Filtered results cannot be sorted. By default it is sorted by created_at in descending order.
2. The query must be URL encoded (see example).
3. Query can be framed using the name of the asset fields, which can be obtained from Supported Asset Fields section.
4. Query string must be enclosed between a pair of double quotes and can have up to 512 characters.
5. Logical operators AND, OR along with parentheses () can be used to group conditions.
6. Relational operators greater than or equal to :> and less than or equal to :< can be used along with date fields and numeric fields.
7. Input for date fields should be in UTC Format.
8. The number of objects returned per page is 30. The total count of the results will be returned along with the result (In the headers).
9. The maximum number of pages returned is 40.
10. To filter for fields with no values assigned, use the null keyword.
11. Please note that any updates made to assets either in Freshservice application or through APIs may take a few minutes to get indexed, after which the updated results will be available through API.
12. By default, only assets from the primary workspace will be returned for accounts on the Employee Support Mode. For assets from other workspaces, use the workspace_id filter.

Supported Asset Fields

Field Type Description
workspace_id number Workspace ID of the ticket. This attribute is applicable only to accounts on the Employee Support Mode. The value 0 for workspace_id will return assets from all workspaces
asset_type_id integer ID of the asset type.
department_id integer ID of the department to which the asset belongs.
location_id integer ID of the location.
asset_state string Status of the asset (Eg. IN USE).
user_id integer ID of the user to whom the asset is assigned.
agent_id integer ID of the agent by whom the asset is managed.
name string Display name of the asset.
asset_tag string Tag that is assigned to the asset.
created_at date Date (YYYY-MM-DD) when the asset is created.Read Only
updated_at date Date (YYYY-MM-DD) when the asset is updated.Read Only
get /api/v2/assets?filter=[query]

Deprecation Warning:
The older filter pattern "query=[query]" will be deprecated by end of June 2022 and would remain backward compatible until then. We recommend you to use the new filter query pattern shown above.

OAuth 2.0 Scope
freshservice.assets.view
Additional examples

1. Get the second page of assets (including asset type specific fields) that are In Stock and created since 2018-08-10 across all workspaces.

" asset_state:'IN STOCK' AND created_at:>'2018-08-10' "

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 curl -v -u api_key:X -X GET 'https://domain.freshservice.com/api/v2/assets?include=type_fields&filter="asset_state:%27IN%20STOCK%27%20AND%20created_at:>%272018-08-10%27"&page=2'
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2. Combining search and filter to get the assets that are In Stock and which has the serial number starting with HSN from a particular workspace.

search=" serial_number:'HSN' " and filter=" asset_state:'IN STOCK' AND workspace_id: 3 "

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 curl -v -u api_key:X -X GET 'https://domain.freshservice.com/api/v2/assets?search="serial_number%3A%27HSN%27"&filter="asset_state%3A%27IN%20STOCK%27%20AND%20workspace_id%3A%202"'
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Update an Asset

This operation allows you to update an existing asset.

Note:
The workspace_id attribute cannot be updated through the Update operation. It can only be updated through the Move operation.

Asset Properties

For the following attributes, the supported values are listed below.

Attribute Supported Values Comments
impact low, medium, high The default value is “low”
usage_type permanent, loaner The default value is “permanent”
put /api/v2/assets/[display_id]
OAuth 2.0 Scope
freshservice.assets.manage
Sample code | Curl 
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curl -v -u api_key:X -H "Content-Type: application/json" -X PUT -d '{ "name": "Macbook Pro 2","asset_type_id": 25, "asset_tag":"ASSET-9", "impact":"high", "usage_type":"loaner",
 "description":"13.3-inch (diagonal) LED-backlit glossy widescreen display,1440-by-900 resolution", "location_id":null, "agent_id":null, "department_id":null, "group_id":9, "assigned_on": "2014-07-26T12:25:04+05:30", "type_fields": { "product_25" : 10, "vendor_25" : 14, "cost_25":5000 , "salvage":100, "depreciation_id":30, "warranty_25":20, "acquisition_date_25":"2018-07-26T12:25:04+05:30", "warranty_expiry_date_25":"2018-07-26T12:25:04+05:30", "domain_25":1, "asset_state_25":"In Use", "serial_number_25":"SW12131133", "last_audit_date_25":"2014-07-26T12:25:04+05:30" } }' 'https://domain.freshservice.com/api/v2/assets/11'
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Response 
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{
    "asset": {
        "id": 10,
        "display_id": 11,
        "name": "Macbook Pro 2",
        "description": "13.3-inch (diagonal) LED-backlit glossy widescreen display,1440-by-900 resolution",
        "asset_type_id": 25,
        "impact": "high",
        "author_type": "User",
        "usage_type": "loaner",
        "asset_tag": "ASSET-9",
        "user_id": null,
        "department_id": null,
        "location_id": null,
        "agent_id": null,
        "group_id": 9,
        "assigned_on": "2014-07-26T06:55:04Z",
        "created_at": "2019-03-07T09:27:09Z",
        "updated_at": "2019-03-07T09:27:09Z",
        "type_fields": {
            "product_25" : 10,
            "vendor_25" : 14,
            "cost_25":5000 ,
            "salvage":100,
            "depreciation_id":30,
            "warranty_25":20,
            "acquisition_date_25":"2018-07-26T12:25:04+05:30",
            "warranty_expiry_date_25":"2018-07-26T12:25:04+05:30",
            "domain_25":1,
            "asset_state_25":"In Use",
            "serial_number_25":"SW12131133",
            "last_audit_date_25":"2014-07-26T12:25:04+05:30",
          },
        "workspace_id": 3,
        "created_by_source": "User",
        "last_updated_by_source": "Discovery Agent",
        "created_by_user": 28,
        "last_updated_by_user": null,
        "sources": ["Discovery Probe", "Chrome Connector", "Jamf Connector", "User"]
    }
}
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Delete an Asset

This operation allows you to delete a particular asset.

delete /api/v2/assets/[display_id]
OAuth 2.0 Scope
freshservice.assets.delete
Sample code | Curl 
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curl -v -u api_key:X -X DELETE 'https://domain.freshservice.com/api/v2/assets/9’
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Response 
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HTTP Status: 204 No Content
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Restore an Asset

This operation allows you to restore a deleted asset.

put /api/v2/assets/[display_id]/restore
OAuth 2.0 Scope
freshservice.assets.delete
Sample code | Curl 
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curl -v -u api_key:X -X PUT 'https://domain.freshservice.com/api/v2/assets/9/restore’
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Response 
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HTTP Status: 204 No Content
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Delete an Asset Permanently

This operation allows you to permanently delete an asset which cannot be restored later.

put /api/v2/assets/[display_id]/delete_forever
OAuth 2.0 Scope
freshservice.assets.delete
Sample code | Curl 
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curl -v -u api_key:X -X PUT 'https://domain.freshservice.com/api/v2/assets/9/delete_forever’
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Response 
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HTTP Status: 204 No Content
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Move an Asset

This API moves an asset to a different workspace, while also allowing the assigned group and agent to be modified.

Note:
This endpoint is applicable only to accounts on the Employee Support Mode.

put api/v2/assets/[display_id]/move_workspace
OAuth 2.0 Scope
freshservice.assets.manage
Sample code | Curl 
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curl -v -u api_key:X -X PUT -d '{ "workspace_id": 2, "agent_id": 16216, "group_id": 28509 }' 'https://domain.freshservice.com/api/v2/assets/19277/move_workspace'
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Response 
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{
    "asset": {
        "attachments": [],
        "cloud_files": [],
        "id": 19277,
        "display_id": 5,
        "name": "Agent 1 facility",
        "description": null,
        "asset_type_id": 73003,
        "impact": "low",
        "usage_type": "permanent",
        "asset_tag": "ASSET-5",
        "user_id": null,
        "department_id": null,
        "location_id": null,
        "agent_id": 16216,
        "group_id": 28509,
        "assigned_on": null,
        "created_at": "2023-09-12T18:25:11Z",
        "updated_at": "2023-09-22T08:07:49Z",
        "author_type": "User",
        "end_of_life": null,
        "discovery_enabled": true,
        "workspace_id": 2
    }
}
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List all Asset Components

This operation allows you to view information about all the components of an asset in the account.

Attribute Type Description
id number Unique ID of the component.
component_type string Type of the Component. (Example: Processor, Memory)
component_data json Details of the Component.
created_at datetime Date and time when the component was created.Read Only
updated_at datetime Date and time when the component was updated.Read Only
get /api/v2/assets/[display_id]/components
OAuth 2.0 Scope
freshservice.assets.view
Sample code | Curl 
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curl -v -u api_key:X -X GET 'https://domain.freshservice.com/api/v2/assets/1/components'
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Response 
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{
    "components": [
        {
            "id": 989,
            "created_at": "2019-04-03T07:24:08Z",
            "updated_at": "2019-04-03T07:24:21Z",
            "component_type": "Processor",
            "component_data": [
                {
                    "manufacturer": "Intel_0",
                    "cpu_speed": "2.1 GHz",
                    "no_of_cores": "4",
                    "model": "Core i7 (7th Generation)",
                    "socket": "8",
                    "cores_per_socket": "2",
                    "logical_processor": "8",
                    "hyperthread": "Yes"
                },
                {
                    "manufacturer": "Intel_1",
                    "cpu_speed": "2.1 GHz",
                    "no_of_cores": "4",
                    "model": "Core i7 (7th Generation)",
                    "socket": "8",
                    "cores_per_socket": "2",
                    "logical_processor": "8",
                    "hyperthread": "Yes"
                }
            ]
        },
        {
            "id": 990,
            "created_at": "2019-04-03T07:24:09Z",
            "updated_at": "2019-04-03T07:24:22Z",
            "component_type": "Memory",
            "component_data": [
                {
                    "socket": "4",
                    "capacity": "1 TB",
                    "module_tag": "Tag 9",
                    "memory_type": "SATA",
                    "model": "M210",
                    "manufacturer": "Intel",
                    "speed": "2100 RPM"
                }
            ]
        }
    ]
}
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List All Associated Requests

This operation allows you to view a list of all the requests associated to the asset in the account.

Attribute Type Description
id number Unique ID of the request.
request_type string Type of the request associated to the Asset. (Example: Ticket, Change...etc).
request_id string Display ID of the request. (Example: #INC-1).
request_details string Subject of the request.
request_status string Status of the request.
created_at datetime Date and time when the request was created.Read Only
updated_at datetime Date and time when the request was updated.Read Only
get /api/v2/assets/[display_id]/requests
OAuth 2.0 Scope
freshservice.assets.view
Sample code | Curl 
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curl -v -u api_key:X -X GET 'https://domain.freshservice.com/api/v2/assets/1/requests'
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Response 
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{
    "requests": [
        {
            "id": 1,
            "created_at": "2019-04-29T15:54:22Z",
            "updated_at": "2019-04-29T15:54:22Z",
            "request_type": "Ticket",
            "request_id": "INC-61",
            "request_details": "What’s wrong with my email?",
            "request_status": "Open"
        },
        {
            "id": 2,
            "created_at": "2019-04-29T15:55:24Z",
            "updated_at": "2019-04-29T15:55:24Z", 
            "request_type": "Problem",
            "request_id": "PRB-1",
            "request_details": "Unable to reach email server",
            "request_status": "Change Requested"
        },
        {
            "id": 3,
            "created_at": "2019-04-29T15:55:41Z",
            "updated_at": "2019-04-29T15:55:41Z",
            "request_type": "Change",
            "request_id": "CHN-2",
            "request_details": "Upgrade Web Server",
            "request_status": "Awaiting Approval"
        },
        {
            "id": 4,
            "created_at": "2019-04-29T15:56:20Z",
            "updated_at": "2019-04-29T15:56:20Z",
            "request_type": "Release",
            "request_id": "REL-1",
            "request_details": "Replacing Exchange Server 3 (ES3)",
            "request_status": "In Progress"
        }
    ]
}
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Additional examples

1. Get the second page (requests from 31-60) of all the requests associated to the asset in the account.

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 curl -v -u api_key:X -X GET 'https://domain.freshservice.com/api/v2/assets/1/requests?per_page=30&page=2'
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List all associated Contracts

This operation allows you to get a list of all the contracts that an asset has been associated to.

Attribute Type Description
id string Contract ID specific to your account. Read-Only
contract_id string Unique Contract Number. Mandatory
contract_type string Type of the Contract.(Example: Lease, Maintenance) Mandatory
contract_name string Subject/Title of the Contract Mandatory
contract_status string Status of the contract.(Example: Active, Draft) Read-Only
get /api/v2/assets/[display_id]/contracts
OAuth 2.0 Scope
freshservice.assets.view
Sample code | Curl 
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curl -v -u api_key:X -X GET 'https://domain.freshservice.com/api/v2/assets/1/contracts'
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Response 
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{
	contracts: [
		{
			id: 1,
			contract_id: "CNTR-1",
			contract_type: "Maintenance",
			contract_name: "Contract Title",
			contract_status: "Active"
		},
		{
			id: 2,
			contract_id: "CNTR-2",
			contract_type: "Lease",
			contract_name: "New Contract",
			contract_status: "Draft"
		}
	]
}
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Additional examples

1. Get the second page (contracts from 31-60) of all the contracts associated to the asset in the account.

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 curl -v -u api_key:X -X GET 'https://domain.freshservice.com/api/v2/assets/1/contracts?per_page=30&page=2'
EXPAND ↓

Create Relationships in bulk

This operation allows you to create new relationships in bulk.

Note:
1. This is an asynchronous operation and is performed using background jobs. The response of the api contains the job id, which can be used to query the status of the job.
2. After the first 5 relationships, every additional 5 relationships created using this api consumes one API credit.

Attribute Type Description
relationship_type_id number ID of the relationship type.Mandatory
primary_id number ID of the entity from which the relationship will be created.Mandatory
primary_type string Type of the entity from which the relationship will be created.Mandatory
secondary_id number ID of the entity to which the relationship will be created.Mandatory
secondary_type string Type of the entity to which the relationship will be created.Mandatory

Relationship Properties

For the following attributes, the supported values are listed below.

Attribute Supported Values
primary_type, secondary_type asset, requester, agent, department, software
post /api/v2/relationships/bulk-create
OAuth 2.0 Scope
freshservice.assets.manage
Sample code | Curl 
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curl -v -u api_key:X -H "Content-Type: application/json" -X POST -d '{"relationships": [{"relationship_type_id": 1,"primary_id": 38806,"primary_type": "asset","secondary_id": 38805,"secondary_type": "asset"}, {"relationship_type_id": 2,"primary_id": 38806,"primary_type": "asset","secondary_id": 33228,"secondary_type": "agent"},{"relationship_type_id": 3,"primary_id": 38809,"primary_type": "asset","secondary_id": 290058,"secondary_type": "requester"}] }' 'https://domain.freshservice.com/api/v2/relationships/bulk-create'
EXPAND ↓
Response 
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{
  "job_id": "25cf5d0b-b2cd-4224-9715-bd48cb89896d",
  "href": "https://domain.freshservice.com/api/v2/jobs/25cf5d0b-b2cd-4224-9715-bd48cb89896d"
}
EXPAND ↓

Background Jobs API

Background Jobs api can be used to query the status of the background job. What various "status" values indicate is represented in the below table

Status Comments
queued Job is queued and ready to be executed
in progress Job execution started
partial Job completed. Few relationships created successfully, but few failed
success Job completed. All relationships are created
failed Job completed. No relationships are created
Sample code | Curl 
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curl -v -u api_key:X -H "Content-Type: application/json" -X GET 'https://domain.freshservice.com/api/v2/jobs/25cf5d0b-b2cd-4224-9715-bd48cb89896d'
EXPAND ↓
Response 
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{
  "relationships": [
    {
      "success": true,
      "relationship": {
          "id": 20,
          "relationship_type_id": 1,
          "primary_id": 38806,
          "primary_type": "asset",
          "secondary_id": 38805,
          "secondary_type": "asset",
          "created_at": "2021-09-27T19:37:58+05:30",
          "updated_at": "2021-09-27T19:37:58+05:30"
      }
    },
    {
      "success": true,
      "relationship": {
          "id": 21,
          "relationship_type_id": 2,
          "primary_id": 38806,
          "primary_type": "asset",
          "secondary_id": 33228,
          "secondary_type": "agent",
          "created_at": "2021-09-27T19:37:58+05:30",
          "updated_at": "2021-09-27T19:37:58+05:30"
      }
    },
    {
      "success": false,
      "errors": [
          {
              "field": "relationship_type_id",
              "message": "There is no relationship type which corresponds to this ID: 3",
              "code": "invalid_value"
          },
          {
              "field": "primary_id",
              "message": "There is no config item which corresponds to this Display ID: 38809",
              "code": "invalid_value"
          }
      ]
    }
  ],
  "status": "partial"
}
EXPAND ↓

View a Relationship

This operation allows you to view a particular relationship in your Freshservice account.

get /api/v2/relationships/[id]
OAuth 2.0 Scope
freshservice.assets.view
Sample code | Curl 
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curl -v -u api_key:X -X GET 'https://domain.freshservice.com/api/v2/relationships/20'
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Response 
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{
  "relationship": {
    "id": 20,
    "relationship_type_id": 1,
    "primary_id": 16867,
    "primary_type": "asset",
    "secondary_id": 16855,
    "secondary_type": "asset",
    "created_at": "2021-05-17T09:58:27Z",
    "updated_at": "2021-05-17T09:58:27Z"
  }
}
EXPAND ↓

List all Relationships in the Account

Lists all the relationships in your Freshservice account.

get /api/v2/relationships
OAuth 2.0 Scope
freshservice.assets.view
Sample code | Curl 
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curl -v -u api_key:X -X GET 'https://domain.freshservice.com/api/v2/relationships'
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Response 
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{
  "relationships": [
    {
      "id": 20,
      "relationship_type_id": 1,
      "primary_id": 16867,
      "primary_type": "asset",
      "secondary_id": 16870,
      "secondary_type": "asset",
      "created_at": "2021-09-20T10:02:14Z",
      "updated_at": "2021-09-20T10:02:14Z"
    },
    {
      "id": 21,
      "relationship_type_id": 2,
      "primary_id": 16860,
      "primary_type": "asset",
      "secondary_id": 1232695305,
      "secondary_type": "requester",
      "created_at": "2021-09-14T12:54:40Z",
      "updated_at": "2021-09-14T12:54:40Z"
    }
  ]   
}
EXPAND ↓

List all Relationships for an Asset

Lists all the relationships of a particular asset.

get api/v2/assets/[display_id]/relationships
OAuth 2.0 Scope
freshservice.assets.view
Sample code | Curl 
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curl -v -u api_key:X -X GET 'https://domain.freshservice.com/api/v2/assets/16867/relationships'
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Response 
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{
  "relationships": [
    {
      "id": 22,
      "relationship_type_id": 1,
      "primary_id": 16867,
      "primary_type": "asset",
      "secondary_id": 16870,
      "secondary_type": "asset",
      "created_at": "2021-09-20T10:02:14Z",
      "updated_at": "2021-09-20T10:02:14Z"
    },
    {
      "id": 23,
      "relationship_type_id": 2,
      "primary_id": 1002181244,
      "primary_type": "agent",
      "secondary_id": 16867,
      "secondary_type": "asset",
      "created_at": "2021-06-07T13:45:17Z",
      "updated_at": "2021-06-07T13:45:17Z"
    }
  ]   
}
EXPAND ↓

Delete Relationships in bulk

Delete relationships in your Freshservice account in bulk.

delete /api/v2/relationships?ids={ids}
OAuth 2.0 Scope
freshservice.assets.manage
Sample code | Curl 
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curl -v -u api_key:X -X DELETE 'https://domain.freshservice.com/api/v2/relationships?ids=20,21'
EXPAND ↓
Response 
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HTTP/1.1 204 No Content
EXPAND ↓

List all Relationship Types

Lists all the relationship types in your Freshservice account.

get /api/v2/relationship_types
OAuth 2.0 Scope
freshservice.assets.view
Sample code | Curl 
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curl -v -u api_key:X -X GET 'https://domain.freshservice.com/api/v2/relationship_types'
EXPAND ↓
Response 
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{
  "relationship_types": [
    {
      "id": 1,
      "is_default": true,
      "description": "",
      "created_at": "2019-07-09T09:54:15Z",
      "updated_at": "2020-07-11T17:41:45Z",
      "downstream_relation": "default edited",
      "upstream_relation": "default edit",
      "upstream_impact": true,
      "downstream_impact": false
    },
    {
      "id": 2,
      "is_default": false,
      "description": "Depicts directional relationships of an asset",
      "created_at": "2021-09-21T08:19:50Z",
      "updated_at": "2021-09-21T08:19:50Z",
      "downstream_relation": "Points to",
      "upstream_relation": "Pointed from",
      "upstream_impact": true,
      "downstream_impact": true
    }
  ]
}
EXPAND ↓

Purchase Order

A purchase order (PO) is an official document issued by a buyer to a seller indicating the types, quantities, and agreed prices for products or services.

This section lists all API that can be used to create, list, edit or delete purchase order.

Attribute Type Description
id number Unique ID of the purchase order.
workspace_id number ID of the workspace that the purchase order belongs to. If not provided, the ID of the primary workspace will be defaulted. Applicable only to accounts on the Employee Support Mode.
vendor_id number ID of the vendor with whom the order is placed.
name string Title of the purchase order.Mandatory
po_number string Unique Purchase order number.Mandatory
vendor_details string Details of the vendor with whom the order is placed.Mandatory
expected_delivery_date string Expected delivery date of the purchase order.
created_at string Created date and time of the purchase order.
updated_at string Updated date and time of the purchase order.
created_by string ID of the agent who created purchase order.Read Only
status number Status of the purchase order(Used By).
shipping_address string Address to which the order should be shipped.Mandatory
billing_same_as_shipping boolean True if Billing address is same as Shipping address.
billing_address string Address to which the order should be billed.Mandatory
currency_code string Currency unit used in the transaction.Mandatory
conversion_rate decimal Conversion rate to convert selected currency unit to helpdesk currency.
department_id integer Unique ID of the department.
discount_percentage integer Percentage of discount on the order.
tax_percentage integer Percentage of tax on the order.
shipping_cost integer Total cost of shipping the order.
custom_fields object Any Custom field required for purchase order.
purchase_items array Items to be ordered.Mandatory

Purchase Items

For the following attributes, the supported values are listed below.

Attribute Supported Values Comments
item_type integer Type of item to be ordered. Mandatory
item_name string Name of the items to be ordered. Mandatory
description string Item description.
cost decimal Cost of the item. Mandatory
quantity integer Quantity of item to be ordered. Mandatory
tax_percentage decimal Percentage of tax on item cost. Mandatory

Custom Fields

For the following attributes, the supported values are listed below.

Attribute Supported Values Comments
terms_and_conditions string The default value is null.

Create a new Purchase Order

This operation allows you to Create a new Purchase Order in Freshservice.

post /api/v2/purchase_orders
OAuth 2.0 Scope
freshservice.purchase_orders.create
Sample code | Curl 
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curl -v -u api_key:X -H "Content-Type: application/json" -X POST -d '{"vendor_id":0,"name":"string","po_number":"string","vendor_details":"string",
"expected_delivery_date":"2021-02-11T14:07:44.514Z","created_at":"2021-02-11T14:07:44.514Z","updated_at":"2021-02-11T14:07:44.514Z","shipping_address":"string","billing_same_as_shipping":true,"billing_address":"string","currency_code":"string","department_id":0,"discount_percentage":0,"tax_percentage":0,"shipping_cost":0,"custom_fields":{},"purchase_items":[{"item_name":"string","description":"string","cost":0,"quantity":0,"tax_percentage":0}], "workspace_id": 2}' 'https://domain.freshservice.com/api/v2/purchase_orders'
EXPAND ↓
Response 
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{
    "purchase_order": {
      "id": 1,
      "vendor_id": 1,
      "name": "string",
      "po_number": "string",
      "vendor_details": "string",
      "expected_delivery_date": "2021-02-11T14:31:19.508Z",
      "created_at": "2021-02-11T14:31:19.508Z",
      "updated_at": "2021-02-11T14:31:19.508Z",
      "created_by": 1,
      "status": 20,
      "shipping_address": "string",
      "billing_same_as_shipping": true,
      "billing_address": "string",
      "department_id": 1,
      "discount_percentage": 0,
      "tax_percentage": 0,
      "shipping_cost": 0,
      "custom_fields": {
        "terms_and_conditions": null
      },
      "currency": {
        "conversion_rate": 1
        "id": "USD"
        "name": "Dollar ($)"
        "symbol": "$"
      },
      "purchase_items": [
        {
          "item_type": 1,
          "item_name": "string",
          "description": "string",
          "cost": 100,
          "quantity": 2,
          "tax_percentage": 10
        }
      ],
      "workspace_id": 2
    }
  }
EXPAND ↓

List All Purchase Orders

Filter by Handle
Workspace /api/v2/purchase_orders?workspace_id=[id]
If a workspace_id is not specified as a URL parameter, only purchase orders from the primary workspace will be included in the response. If workspace_id is specified as 0, purchase orders from across all workspaces will be included in the response. Applicable only to accounts on the Employee Support Mode.

This operation allows you to view information about all the purchase orders in Freshservice.

get /api/v2/purchase_orders
OAuth 2.0 Scope
freshservice.purchase_orders.view
Sample code | Curl 
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curl -v -u api_key:X -X GET 'https://domain.freshservice.com/api/v2/purchase_orders’
EXPAND ↓
Response 
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{
      "purchase_orders": [
        {
            "id": 1,
            "vendor_id": 1,
            "name": "string",
            "po_number": "string",
            "vendor_details": "string",
            "expected_delivery_date": "2021-02-11T17:40:12.965Z",
            "created_at": "2021-02-11T17:40:12.965Z",
            "updated_at": "2021-02-11T17:40:12.965Z",
            "created_by": 1,
            "status":20,
            "shipping_address": "string",
            "billing_same_as_shipping": true,
            "billing_address": "string",
            "currency_code": "string",
            "department_id": 1,
            "discount_percentage": 0,
            "tax_percentage": 0,
            "shipping_cost": 0,
            "workspace_id": 2
          }, {
            "id": 1,
            "vendor_id": 1,
            "name": "string",
            "po_number": "string",
            "vendor_details": "string",
            "expected_delivery_date": "2021-02-11T17:40:12.965Z",
            "created_at": "2021-02-11T17:40:12.965Z",
            "updated_at": "2021-02-11T17:40:12.965Z",
            "created_by": 1,
            "status": 25,
            "shipping_address": "string",
            "billing_same_as_shipping": true,
            "billing_address": "string",
            "currency_code": "string",
            "department_id": 1,
            "discount_percentage": 0,
            "tax_percentage": 0,
            "shipping_cost": 0,
            "workspace_id": 2
          }
      ]
  }
EXPAND ↓
Additional examples

1. Get the second page (purchase orders from 31-60) of a list of all the purchase orders in the account.The list will be in descending order of creation time.

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 curl -v -u api_key:X -X GET 'https://domain.freshservice.com/api/v2/purchase_orders?per_page=30&page=2'
EXPAND ↓

2. Get the list of all purchase orders from workspaces to which the user has access.

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 curl -v -u api_key:X -X GET 'https://domain.freshservice.com/api/v2/purchase_orders?workspace_id=0'
EXPAND ↓

3. Get the list of purchase orders from a specific workspace

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 curl -v -u api_key:X -X GET 'https://domain.freshservice.com/api/v2/purchase_orders?workspace_id=3'
EXPAND ↓

4. Get the list of all purchase orders including custom fields

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 curl -v -u api_key:X -X GET 'https://domain.freshservice.com/api/v2/purchase_orders?include=custom_fields'
EXPAND ↓

5. Get the list of all purchase orders including purchase items

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 curl -v -u api_key:X -X GET 'https://domain.freshservice.com/api/v2/purchase_orders?include=purchase_items'
EXPAND ↓

6. Get the list of all purchase orders including custom fields and purchase items

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 curl -v -u api_key:X -X GET 'https://domain.freshservice.com/api/v2/purchase_orders?include=custom_fields,purchase_items'
EXPAND ↓

Move a Purchase Order

This API moves a purchase order to a different workspace.

Note:
This endpoint is applicable only to accounts on the Employee Support Mode.

put api/v2/purchase_orders/[purchase_order_id]/move_workspace
OAuth 2.0 Scope
freshservice.purchase_orders.edit
Sample code | Curl 
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curl -v -u api_key:X -X PUT -d '{ "workspace_id": 2 }' 'https://domain.freshservice.com/api/v2/purchase_orders/2/move_workspace'
EXPAND ↓
Response 
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{
    "purchase_order": {
        "id": 2,
        "name": "freshgroot IT",
        "po_number": "PO-2",
        "vendor_id": 8199,
        "vendor_details": "2950 S Delaware St Suite 201\nSan Mateo\nCalifornia\nUnited States\n94401",
        "department_id": null,
        "created_by": 15869,
        "expected_delivery_date": null,
        "shipping_address": "df",
        "billing_same_as_shipping": true,
        "billing_address": "df",
        "created_at": "2023-09-13T04:27:31Z",
        "updated_at": "2023-09-22T09:12:58Z",
        "custom_fields": {
            "terms_and_conditions": null
        },
        "status": 20,
        "purchase_items": [
            {
                "item_type": 1,
                "item_name": "Apple MacBook Air 13",
                "id": 4362,
                "item_id": 4987,
                "description": "Not given.",
                "cost": 323.0,
                "quantity": 1,
                "received": 0,
                "tax_percentage": 0.0,
                "total_cost": 323.0,
                "created_at": "2023-09-13T04:27:31Z",
                "updated_at": "2023-09-13T04:27:31Z"
            }
        ],
        "discount_percentage": 0,
        "tax_percentage": 0,
        "shipping_cost": 0,
        "total_cost": 323.0,
        "currency": {
            "id": "USD",
            "conversion_rate": 1,
            "symbol": "$",
            "name": "Dollar ($)",
            "currency_country": null,
            "separator": "."
        },
        "workspace_id": 2
    }
}
EXPAND ↓

View a Purchase Order

This operation allows you to view a particular purchase order.

get /api/v2/purchase_orders/[purchase_order_id]
OAuth 2.0 Scope
freshservice.purchase_orders.view
Sample code | Curl 
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curl -v -u api_key:X -X GET 'https://domain.freshservice.com/api/v2/purchase_orders/11'
EXPAND ↓
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{
    "purchase-order": {
        "id": 1,
        "vendor_id": 1,
        "name": "string",
        "po_number": "string",
        "vendor_details": "string",
        "expected_delivery_date": "2021-02-11T17:20:10.921Z",
        "created_at": "2021-02-11T17:20:10.921Z",
        "updated_at": "2021-02-11T17:20:10.921Z",
        "created_by": 1,
        "status": 20,
        "shipping_address": "string",
        "billing_same_as_shipping": true,
        "billing_address": "string",
        "currency_code": "string",
        "department_id": 1,
        "discount_percentage": 0,
        "tax_percentage": 0,
        "shipping_cost": 0,
        "custom_fields": {
            "terms_and_conditions": null
        },
        "currency": {
            "conversion_rate": 1
            "id": "USD"
            "name": "Dollar ($)"
            "symbol": "$"
        },
        "purchase_items": [
            {
                "item_type": 1
                "item_name": "string",
                "description": "string",
                "cost": 100,
                "quantity": 2,
                "tax_percentage": 10
            }
        ],
        "workspace_id": 2
    }
  }
EXPAND ↓

Update a Purchase Order

This operation allows you to update an existing purchase order.

Note:
The workspace_id attribute cannot be updated through the Update operation. It can only be updated through the Move operation.

Purchase Items

For the following attributes, the supported values are listed below.

Attribute Supported Values Comments
item_type integer Type of item to be ordered. Mandatory
item_name string Name of the items to be ordered. Mandatory
description string Item description.
cost integer Cost of the item. Mandatory
quantity integer Quantity of item to be ordered. Mandatory
tax_percentage integer Percentage of tax on item cost. Mandatory

Custom Fields

For the following attributes, the supported values are listed below.

Attribute Supported Values Comments
terms_and_conditions string The default value is null.
put /api/v2/purchase_orders/[purchase_order_id]
OAuth 2.0 Scope
freshservice.purchase_orders.edit
Sample code | Curl 
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curl -v -u api_key:X -H "Content-Type: application/json" -X PUT -d '"{"vendor_id":0,"name":"string","po_number":"string","vendor_details":"string",
 "expected_delivery_date":"2021-02-11T17:20:07.999Z","created_at":"2021-02-11T17:20:07.999Z","updated_at":"2021-02-11T17:20:07.999Z","shipping_address":"string",
 "billing_same_as_shipping":true,"billing_address":"string","currency_code":"string","department_id":0,"discount_percentage":0,"tax_percentage":0,"shipping_cost":0,"custom_fields":{},"purchase_items":[{"item_name":"string","description":"string","cost":0,"quantity":0,"tax_percentage":0}, "workspace_id": 2]}' 'https://domain.freshservice.com/api/v2/purchase_orders/11'
EXPAND ↓
Response 
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{
     "purchase_order": {
        "vendor_id": 1,
        "name": "string",
        "po_number": "string",
        "vendor_details": "string",
        "expected_delivery_date": "2021-02-11T17:20:07.999Z",
        "created_at": "2021-02-11T17:20:07.999Z",
        "updated_at": "2021-02-11T17:20:07.999Z",
        "shipping_address": "string",
        "billing_same_as_shipping": true,
        "billing_address": "string",
        "currency_code": "string",
        "department_id": 1,
        "discount_percentage": 0,
        "tax_percentage": 0,
        "custom_fields": {
            "terms_and_conditions": null
        },
        "currency": {
            "conversion_rate": 1
            "id": "USD"
            "name": "Dollar ($)"
            "symbol": "$"
        },
        "shipping_cost": 0,
        "custom_fields": {},
        "purchase_items": [
            {
                "item_type": 1
                "item_name": "string",
                "description": "string",
                "cost": 100,
                "quantity": 2,
                "tax_percentage": 10
            }
        ],
        "workspace_id": 2
      }
 }
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Delete a Purchase Order

This operation allows you to delete a particular purchase order.

delete /api/v2/purchase_orders/[purchase_order_id]
OAuth 2.0 Scope
freshservice.purchase_orders.delete
Sample code | Curl 
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curl -v -u api_key:X -X DELETE 'https://domain.freshservice.com/api/v2/purchase_order/9’
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Response 
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HTTP Status: 204 No Content
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Asset Types

Asset types are a broad classification of different collection of assets. In Freshservice, several default asset types are provided out of the box and custom asset types can be created at the root level or within another asset type. The default asset types can be enabled or disabled as needed as well.

Attribute Type Description
id number Unique ID of the asset type.
name string Name of the asset type.Mandatory
description string Short description of the asset type.
parent_asset_type_id number ID of the parent asset type.
visible boolean Visibility of the default asset type. Set to true if the asset type is visible. Custom asset types are set to true by default and cannot be modified.
created_at datetime Date and time when the asset type was created
updated_at datetime Date and time when the asset type was last updated

Create an Asset Type

This operation allows you to create an asset type in Freshservice.

Attribute Type Description
name string Name of the asset type.Mandatory
description string Short description of the asset type.
parent_asset_type_id number ID of the parent asset type.
post /api/v2/asset_types
OAuth 2.0 Scope
freshservice.asset_types.create
Sample code | Curl 
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curl -v -u api_key:X -H "Content-Type: application/json" -X POST -d '{"name": "Chromebook", "parent_asset_type_id": 8, "description":"Asset type for all chromebooks"}' 'https://domain.freshservice.com/api/v2/asset_types'
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Response 
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{
    "asset_type": {
        "id": 50,
        "name": "Chromebook",
        "parent_asset_type_id": 11,
        "description": "Asset type for all chromebooks",
        "visible": true
        "created_at": "2019-02-14T10:03:02Z",
        "updated_at": "2019-02-14T10:03:02Z"
    }
}
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View an Asset Type

This operation allows you to view information about a particular asset type

get /api/v2/asset_types/[id]
OAuth 2.0 Scope
freshservice.asset_types.view
Sample code | Curl 
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curl -v -u api_key:X -X GET 'https://domain.freshservice.com/api/v2/asset_types/50’
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{
    "asset_type": {
        "id": 50,
        "name": "Chromebook",
        "parent_asset_type_id": 8,
        "description": "Asset type for all Chromebooks",
        "visible": true
        "created_at": "2019-02-14T10:03:02Z",
        "updated_at": "2019-02-14T10:03:02Z"
    }
}
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List all Asset Types

This operation allows you to view information about all the asset types in the account.

get /api/v2/asset_types
OAuth 2.0 Scope
freshservice.assets.view
Sample code | Curl 
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curl -v -u api_key:X -X GET 'https://domain.freshservice.com/api/v2/asset_types’
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{
    "asset_types": [
        {
            "id": 1,
            "name": "Services",
            "parent_asset_type_id": null,
            "description": "",
            "visible": true
            "created_at": "2019-02-14T10:08:02Z",
            "updated_at": "2019-02-14T10:08:02Z"
        },
        {
            "id": 2,
            "name": "Cloud",
            "parent_asset_type_id": null,
            "description": "",
            "visible": true
            "created_at": "2019-02-14T10:03:02Z",
            "updated_at": "2019-02-14T10:03:02Z"
        }
    ]
}
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Additional examples

1. Get the second page (asset types from 31-60) of a list of all the asset types in the account.

1
 curl -v -u api_key:X -X GET 'https://domain.freshservice.com/api/v2/asset_types?per_page=30&page=2'
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Update an Asset Type

This operation allows you to update an existing asset type.

Attribute Type Description
name string Name of the asset type.
description string Short description of the asset type.
visibile boolean Visibility of the default asset type. Set to true if the asset type is visible. Custom asset types are set to true by default and cannot be modified
put /api/v2/asset_types/[id]
OAuth 2.0 Scope
freshservice.asset_types.edit
Sample code | Curl 
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curl -v -u api_key:X -H "Content-Type: application/json" -X PUT -d '{"description":"Chromebooks Asset Type", "visible": false}' 'https://domain.freshservice.com/api/v2/asset_types/50'
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Response 
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{
    "asset_type": {
        "id": 50,
        "name": "Chromebook",
        "parent_asset_type_id": 8,
        "description": "Chromebooks Asset Type",
        "visible": false
        "created_at": "2019-02-14T10:03:02Z",
        "updated_at": "2019-02-14T10:03:02Z"
    }
}
EXPAND ↓

Delete an Asset Type

This operation allows you to delete a particular asset type.

delete /api/v2/asset_types/[id]
OAuth 2.0 Scope
freshservice.asset_types.delete
Sample code | Curl 
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curl -v -u api_key:X -X DELETE 'https://domain.freshservice.com/api/v2/asset_types/50’
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Response 
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HTTP Status: 204 No Content
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List all Fields of an Asset Type

This operation allows you to view information about all the fields in a particular asset type in the account.

get /api/v2/asset_types/[id]/fields
OAuth 2.0 Scope
freshservice.assets.manage
Sample code | Curl 
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curl -v -u api_key:X -X GET 'https://domain.freshservice.com/api/v2/asset_types/636/fields’
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{
    "asset_type_fields": [
        {
            "field_header": "General",
            "fields": [
                {
                    "id": null,
                    "created_at": null,
                    "updated_at": null,
                    "asset_type_id": null,
                    "name": "name",
                    "label": "Display Name",
                    "field_type": "text",
                    "data_type": "string",
                    "required": true,
                    "is_unique": false,
                    "default_field": true,
                },
                {
                    "id": null,
                    "created_at": null,
                    "updated_at": null,
                    "asset_type_id": null,
                    "name": "asset_tag",
                    "label": "Asset Tag",
                    "field_type": "text",
                    "data_type": "string",
                    "required": false,
                    "is_unique": false,
                    "default_field": true
                },
                {
                    "id": null,
                    "created_at": null,
                    "updated_at": null,
                    "asset_type_id": null,
                    "name": "asset_type_id",
                    "label": "Asset Type",
                    "field_type": "dropdown",
                    "data_type": "integer",
                    "required": true,
                    "is_unique": false,
                    "default_field": true
                },
                {
                    "id": null,
                    "created_at": null,
                    "updated_at": null,
                    "asset_type_id": null,
                    "name": "description",
                    "label": "Description",
                    "field_type": "paragraph",
                    "data_type": "text",
                    "required": false,
                    "is_unique": false,
                    "default_field": true
                }
            ]
        },
        {
            "field_header": "Assignment",
            "fields": [
                {
                    "id": null,
                    "created_at": null,
                    "updated_at": null,
                    "asset_type_id": null,
                    "name": "location_id",
                    "label": "Location",
                    "field_type": "dropdown",
                    "data_type": "integer",
                    "required": false,
                    "is_unique": false,
                    "default_field": true
                },
                {
                    "id": null,
                    "created_at": null,
                    "updated_at": null,
                    "asset_type_id": null,
                    "name": "department_id",
                    "label": "Department",
                    "field_type": "dropdown",
                    "data_type": "integer",
                    "required": false,
                    "is_unique": false,
                    "default_field": true
                }
            ]
        },
        {
            "field_header": "Hardware",
            "fields": [
                {
                    "id": 1631,
                    "created_at": "2019-03-07T09:46:17Z",
                    "updated_at": "2019-03-07T09:46:17Z",
                    "asset_type_id": 636,
                    "name": "product_636",
                    "label": "Product",
                    "field_type": "dropdown",
                    "data_type": "integer",
                    "required": true,
                    "is_unique": false,
                    "default_field": true
                },
                {
                    "id": 1632,
                    "created_at": "2019-03-07T09:46:17Z",
                    "updated_at": "2019-03-07T09:46:17Z",
                    "asset_type_id": 636,
                    "name": "vendor_636",
                    "label": "Vendor",
                    "field_type": "dropdown",
                    "data_type": "integer",
                    "required": false,
                    "is_unique": false,
                    "default_field": true
                },
                {
                    "id": 1638,
                    "created_at": "2019-03-07T09:46:17Z",
                    "updated_at": "2019-03-07T09:46:17Z",
                    "asset_type_id": 636,
                    "name": "asset_state_636",
                    "label": "Asset State",
                    "field_type": "dropdown",
                    "data_type": "string",
                    "required": true,
                    "is_unique": false,
                    "default_field": true,
                    "choices": [
                        [
                            "In Stock",
                            4
                        ],
                        [
                            "In Transit",
                            3
                        ],
                        [
                            "In Use",
                            1
                        ],
                        [
                            "Missing",
                            2
                        ],
                        [
                            "Retired",
                            5
                        ]
                    ]
                },
                {
                    "id": 1639,
                    "created_at": "2019-03-07T09:46:17Z",
                    "updated_at": "2019-03-07T09:46:17Z",
                    "asset_type_id": 636,
                    "name": "serial_number_636",
                    "label": "Serial Number",
                    "field_type": "text",
                    "data_type": "string",
                    "required": false,
                    "is_unique": false,
                    "default_field": true,
                }
            ]
        }
    ]
}
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Software

This section lists all API that can be used to create, list, edit or delete Software.

Attribute Type Description
id number Unique ID of the software Read-Only
workspace_id number ID of the workspace that the software belongs to. If not provided, the ID of the primary workspace will be defaulted. Applicable only to accounts on the Employee Support Mode.
name string Name of the software
description string Description of the software
application_type string Type of the software
status string Status of the software
publisher_id number ID of the Vendor
managed_by_id number ID of the user managing the software (must be a user in Freshservice)
notes string Notes about the software
category string Category of the software
source string Name of the source from where the software details are updated (API, Okta, Google...etc).
user_count number Number of users using this softwareRead-Only
installation_count number Number of devices installed this softwareRead-Only
created_at datetime Date at which the software is createdRead-Only
updated_at datetime Date at which the software is last updatedRead-Only

Software Properties

For the following attributes, the supported values are listed below.

Attribute Supported Values Comments
application_type desktop, saas, mobile The default value is "desktop"
status blacklisted, ignored, managed

Create a Software

This operation allows you to create a new software in Freshservice.

Software Properties

For the following attributes, the supported values are listed below.

Attribute Supported Values Comments
application_type desktop, saas, mobile The default value is "desktop"
status blacklisted, ignored, managed
post /api/v2/applications
OAuth 2.0 Scope
freshservice.assets.manage
Sample code | Curl 
1
curl -v -u api_key:X -H "Content-Type: application/json" -d '{ "application": { "name": "Freshservice", "description": "Cloud based ITSM software for service desk", "application_type": "saas", "category": "service desk application", "status": "managed", "source": "API", "managed_by_id": 79560,"notes": "monthly renewal", "workspace_id": 2 } }' -X POST 'https://domain.freshservice.com/api/v2/applications'
EXPAND ↓
Response 
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{
  "application": {
    "user_count": 0,
    "installation_count": 0,
    "id": 31027,
    "created_at": "2020-02-06T08:28:29Z",
    "updated_at": "2020-02-06T08:28:29Z",
    "name": "Freshservice",
    "publisher_id": null,
    "description": "Cloud based ITSM software for service desk",
    "notes": "monthly renewal",
    "application_type": "saas",
    "status": "managed",
    "managed_by_id": 79560,
    "category": "service desk application",
    "source": "API",
    "workspace_id": 2
  }
}
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Update a Software

This operation allows you to update an existing software.

Note:
The workspace_id attribute cannot be updated through the Update operation. It can only be updated through the Move operation.

Software Properties

For the following attributes, the supported values are listed below.

Attribute Supported Values Comments
application_type desktop, saas, mobile
status blacklisted, ignored, managed
put /api/v2/applications/[id]
OAuth 2.0 Scope
freshservice.assets.manage
Sample code | Curl 
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curl -v -u api_key:X -H "Content-Type: application/json" -d '{"application": {"name": "Freshservice New","description": "Cloud based ITSM software","application_type":"saas","category": null, "status": "managed", "source": "API", "managed_by_id": 79560, "notes": "monthly renewal", "workspace_id": 2}}' -X PUT 'https://domain.freshservice.com/api/v2/applications/31027'
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Response 
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{
  "application": {
    "user_count":27,
    "installation_count": 0,
    "id": 31027,
    "created_at": "2020-02-06T08:28:29Z", 
    "updated_at": "2020-02-06T13:09:35Z",
    "name": "Freshservice New",
    "publisher_id": null,
    "description": "Cloud based ITSM software",
    "notes": "monthly renewal",
    "application_type": "saas",
    "status": "managed",
    "managed_by_id": 79560,
    "category": null,
    "source": "API",
    "workspace_id": 2
  }
}
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View a Software

This operation allows you to view a particular software.

get api/v2/applications/[id]
OAuth 2.0 Scope
freshservice.assets.view
Sample code | Curl 
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curl -v -u api_key:X -X GET 'https://domain.freshservice.com/api/v2/applications/31027'
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{
  "application": {
    "user_count": 0,
    "installation_count": 0,
    "id": 31027,
    "created_at": "2020-02-06T08:28:29Z",
    "updated_at": "2020-02-06T08:28:29Z",
    "name": "Freshservice",
    "publisher_id": null,
    "description": "Cloud based ITSM software for service desk",
    "notes": "monthly renewal",
    "application_type": "saas",
    "status": "managed",
    "managed_by_id": 79560,
    "category": "service desk application",
    "source": "API",
    "workspace_id": 2
  }
}
EXPAND ↓

List all Software

Filter by Handle
Workspace /api/v2/applications?workspace_id=[id]
If a workspace_id is not specified as a URL parameter, only software from the primary workspace will be included in the response. If workspace_id is specified as 0, software from across all workspaces will be included in the response. Applicable only to accounts on the Employee Support Mode.

This operation allows you to list all software.

get api/v2/applications/
OAuth 2.0 Scope
freshservice.assets.view
Sample code | Curl 
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curl -v -u api_key:X -X GET 'https://domain.freshservice.com/api/v2/applications'
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{
  "application": [
    {
      "user_count": 100,
      "installation_count": 0,
      "id": 31027,
      "created_at": "2020-02-06T08:28:29Z",
      "updated_at": "2020-02-06T08:28:29Z",
      "name": "Freshservice",
      "publisher_id": null,
      "description": "Cloud based ITSM software for service desk",
      "notes": "monthly renewal",
      "application_type": "saas",
      "status": "managed",
      "managed_by_id": 79560,
      "category": "service desk application",
      "source": "API",
      "workspace_id": 2
    },
    {
      "user_count": 0,
      "installation_count": 46,
      "id": 31028,
      "created_at": "2020-02-06T08:28:29Z",
      "updated_at": "2020-02-06T08:28:29Z",
      "name": "Sublime Text",
      "publisher_id": null,
      "description": "Feature rich text editor",
      "notes": "",
      "application_type": "desktop",
      "status": "managed",
      "managed_by_id": 846,
      "category": "editor",
      "source": "API",
      "workspace_id": 2
    }
  ]
}
EXPAND ↓
Additional examples

1. Get the list of all softwares from workspaces to which the user has access.

1
 curl -v -u api_key:X -X GET 'https://domain.freshservice.com/api/v2/applications?workspace_id=0'
EXPAND ↓

2. Get the list of softwares from a specific workspace

1
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EXPAND ↓

List all Licenses

This operation allows you to list all licenses of a software.

Attribute Type Description
id number ID of the software contract
contract_id number Contract Number of the contract
created_time datetime Date at which the software contract is created
updated_time datetime Date at which the software contract is last updated
get api/v2/applications/[id]/licenses
OAuth 2.0 Scope
freshservice.assets.manage
Sample code | Curl 
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EXPAND ↓
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{
  "licenses": [
    {
      "id": 1046,
      "contract_id": "CNTR-22",
      "created_time": "2019-11-11T11:34:57Z",
      "updated_time": "2019-11-15T06:30:37Z"
    },
    {
      "id": 1047,
      "contract_id": "CNTR-23",
      "created_time": "2019-11-11T11:35:26Z",
      "updated_time": "2019-11-11T11:35:26Z"
    }
  ]
}
EXPAND ↓

Delete a Software

This operation allows you to delete a particular software.

delete /api/v2/applications/[id]
OAuth 2.0 Scope
freshservice.assets.delete
Sample code | Curl 
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curl -v -u api_key:X -X DELETE 'https://domain.freshservice.com/api/v2/applications/10’
EXPAND ↓
Response 
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HTTP Status: 204 No Content
EXPAND ↓

Delete multiple Software

This operation allows you to delete multiple software.

Attribute Type Description
ids number Array of id of software to be deleted.Mandatory
delete /api/v2/applications/
OAuth 2.0 Scope
freshservice.assets.delete
Sample code | Curl 
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curl -v -u api_key:X -X DELETE 'https://domain.freshservice.com/api/v2/applications?ids=9216,9218’
EXPAND ↓
Response 
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HTTP Status: 204 No Content
{
	{
		"id": 9216,
		"http_code": 204
	},
	{
		"id": 9218,
		"http_code": 204
	}
}
EXPAND ↓
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HTTP Status: 207 Multi-Status
{
	{
		"id": 9217,
		"http_code": 204
	},
	{	
		"id": 9218,
		"http_code": 404,
		"error": {
			"code": "invalid_id",
			"field": "ids",
			"nested_field": null,
			"http_code": 404,
			"message": "There is no record matching the id: 9218"
		}
	}
}
EXPAND ↓

Software Users

This section lists all API that can be used to add, view, list, edit or remove Users of a Software.

Attribute Type Description
id number Unique ID of the application user.Read Only
user_id number ID of the User using the Software. Mandatory
license_id number Display ID of the allocated Software License Contract.
allocated_date datetime Date and time when the license was allocated.
first_used datetime Date and time when the application was first used by the user.
last_used datetime Date and time when the application was last used by the user.
source string source from where the user details are updated (API, Okta, Google...etc).
created_at datetime Date and time when the installation was created.Read Only
updated_at datetime Date and time when the installation was last updated.Read Only

Add Users to a Software in bulk

This operation allows you to add Users to a Software in bulk.

Attribute Type Description
user_id number ID of the User using the Software. Mandatory
license_id number Display ID of the allocated Software License Contract.
allocated_date datetime Date and time when the license was allocated.
first_used datetime Date and time when the application was first used by the user.
last_used datetime Date and time when the application was last used by the user.
source strings Name of the source from where the user details are updated (API, Okta, Google...etc).
post api/v2/applications/[id]/users
OAuth 2.0 Scope
freshservice.assets.manage
Sample code | Curl 
1
curl -v -u api_key:X -H "Content-Type: application/json" -X POST -d '{"application_users": [{"user_id": 16442,"license_id": 10,"allocated_date": "2019-10-10T00:00:00Z","first_used": "2019-11-10T00:00:00Z","last_used": "2020-01-10T00:00:00Z", "source": "Okta"},{"user_id": 16443,"license_id": 11,"allocated_date": "2019-10-10T00:00:00Z","first_used": "2019-11-10T00:00:00Z","last_used": "2020-01-10T00:00:00Z", "source": "API"}]}' 'https://domain.freshservice.com/api/v2/applications/99/users'
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{
    "application_users": [
      {
          "id": 1000029614,
          "created_at": "2020-02-05T11:11:04Z",
          "updated_at": "2020-02-05T11:20:22Z",
          "user_id": 16442,
          "license_id": 10,
          "allocated_date": "2019-10-10T00:00:00Z",
          "first_used": "2019-11-10T00:00:00Z",
          "last_used": "2020-01-10T00:00:00Z",
          "source": "Okta"
      },
      {
          "id": 1000029615,
          "created_at": "2020-02-05T11:11:04Z",
          "updated_at": "2020-02-05T11:11:04Z",
          "user_id": 16443,
          "license_id": 11,
          "allocated_date": "2019-10-10T00:00:00Z",
          "first_used": "2019-11-10T00:00:00Z",
          "last_used": "2020-01-10T00:00:00Z",
          "source": "API"
      }
    ]
  }
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View a Software User

This operation allows you to view a particular Software User.

get api/v2/applications/[id]/users/[application_user_id]
OAuth 2.0 Scope
freshservice.assets.manage
Sample code | Curl 
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curl -v -u api_key:X -H "Content-Type: application/json" -X GET 'https://domain.freshservice.com/api/v2/applications/99/users/1000029614'
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"application_user": {
    "id": 1000029614,
    "created_at": "2020-02-05T11:11:04Z",
    "updated_at": "2020-02-05T11:20:22Z",
    "user_id": 16442,
    "license_id": 12,
    "allocated_date": "2019-11-10T00:00:00Z",
    "first_used": "2019-12-10T00:00:00Z",
    "last_used": "2020-01-10T00:00:00Z",
    "source": "Okta"
  }
EXPAND ↓

Move a Software

This API moves a software to a different workspace.

Note:
This endpoint is applicable only to accounts on the Employee Support Mode.

put api/v2/applications/[id]/move_workspace
OAuth 2.0 Scope
freshservice.assets.manage
Sample code | Curl 
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curl -v -u api_key:X -X PUT -d '{ "workspace_id": 2 }' 'https://domain.freshservice.com/api/v2/applications/1/move_workspace'
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{
    "application": {
        "additional_data": {
            "overview": null,
            "graph_data": null,
            "last_sync_date": null
        },
        "user_count": 0,
        "installation_count": 0,
        "id": 1,
        "name": "freshgroot HR",
        "description": null,
        "notes": null,
        "publisher_id": null,
        "created_at": "2023-09-12T18:32:19Z",
        "updated_at": "2023-09-22T09:07:11Z",
        "workspace_id": 2,
        "application_type": "mobile",
        "status": "managed",
        "managed_by_id": null,
        "category": null,
        "sources": []
    }
}
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List all Users of a Software

This operation allows you to view the list of users using a particular Software.

get /api/v2/applications/[id]/users
OAuth 2.0 Scope
freshservice.assets.view
Sample code | Curl 
1
curl -v -u api_key:X -X GET 'https://domain.freshservice.com/api/v2/applications/99/users
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{
    "application_users": [
      {
          "id": 1000029614,
          "created_at": "2020-02-05T11:11:04Z",
          "updated_at": "2020-02-05T11:20:22Z",
          "user_id": 16442,
          "license_id": 10,
          "allocated_date": "2019-10-10T00:00:00Z",
          "first_used": "2019-11-10T00:00:00Z",
          "last_used": "2020-01-10T00:00:00Z",
          "source": "Okta"
      },
      {
          "id": 1000029615,
          "created_at": "2020-02-05T11:11:04Z",
          "updated_at": "2020-02-05T11:11:04Z",
          "user_id": 16443,
          "license_id": 11,
          "allocated_date": "2019-10-10T00:00:00Z",
          "first_used": "2019-11-10T00:00:00Z",
          "last_used": "2020-01-10T00:00:00Z",
          "source": "API"
      }
    ]
}
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Update Users of a Software in bulk

This operation allows you to update Users of a Software in bulk.

Attribute Type Description
user_id number ID of the User using the Software. Mandatory
license_id number Display ID of the allocated Software License Contract.
allocated_date datetime Date when the license was allocated.
first_used datetime Date and time when the application was first used by the user.
last_used datetime Date and time when the application was last used by the user.
source strings Name of the source from where the user details are updated (API, Okta, Google...etc).
put api/v2/applications/[id]/users
OAuth 2.0 Scope
freshservice.assets.manage
Sample code | Curl 
1
curl -v -u api_key:X -H "Content-Type: application/json" -X PUT -d '{"application_users": [{"user_id": 16442,"license_id": 12,"allocated_date": "2019-11-10T00:00:00Z","first_used": "2019-12-10T00:00:00Z","last_used": "2020-01-10T00:00:00Z", "source": "Okta"},{"user_id": 16443,"license_id": 13,"allocated_date": "2019-11-10T00:00:00Z","first_used": "2019-11-10T00:00:00Z","last_used": "2020-01-10T00:00:00Z", "source": "API"}]}' 'https://domain.freshservice.com/api/v2/applications/99/users'
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{
    "application_users": [
      {
          "id": 1000029614,
          "created_at": "2020-02-05T11:11:04Z",
          "updated_at": "2020-02-05T11:20:22Z",
          "user_id": 16442,
          "license_id": 12,
          "allocated_date": "2019-11-10T00:00:00Z",
          "first_used": "2019-12-10T00:00:00Z",
          "last_used": "2020-01-10T00:00:00Z",
          "source": "Okta"
      },
      {
          "id": 1000029615,
          "created_at": "2020-02-05T11:11:04Z",
          "updated_at": "2020-02-05T11:11:04Z",
          "user_id": 16443,
          "license_id": 13,
          "allocated_date": "2019-11-10T00:00:00Z",
          "first_used": "2019-11-10T00:00:00Z",
          "last_used": "2020-01-10T00:00:00Z",
          "source": "API"
      }
    ]
  }
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Remove Users from a Software in bulk

This operation allows you to remove Users from a Software in bulk.

Attribute Type Description
user_ids Array of numbers IDs of Users using the software. Mandatory
delete api/v2/applications/[id]/users
OAuth 2.0 Scope
freshservice.assets.manage
Sample code | Curl 
1
curl -v -u api_key:X -X DELETE 'https://domain.freshservice.com/api/v2/applications/99/installations?user_ids=16442,16443'
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Response 
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HTTP Status: 204 No Content
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Software Installations

This section lists all API that can be used to add, list or remove Installations of a Software.

Attribute Type Description
id number Unique ID of the installation.Read Only
installation_machine_id number Display ID of device where the software is installed in. Mandatory
installation_path string Path where the software is installed.
version string Version of the installed software.
user_id number ID of the User using the Device(Used By).Read Only
department_id number ID of the department the device belongs to.Read Only
installation_date datetime Date and time when the application was installed.
created_at datetime Date and time when the installation was created.Read Only
updated_at datetime Date and time when the installation was last updated.Read Only

Add a device to a Software

This operation allows you to add a new device to a Software.

Attribute Type Description
installation_machine_id number Display ID of device where the software is installed in. Mandatory
installation_path string Path where the software is installed.
version string Version of the installed software.
installation_date datetime Date and time when the application was installed.
post api/v2/applications/[id]/installations
OAuth 2.0 Scope
freshservice.assets.manage
Sample code | Curl 
1
curl -v -u api_key:X -H "Content-Type: application/json" -X POST -d '{"installation_machine_id": 12, "installation_path": "/Applications/Atom.app", "version": "1.41.0", "installation_date": "2019-02-05T10:23:28Z"}' 'https://domain.freshservice.com/api/v2/applications/99/installations'
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{
    "installation": {
        "id": 102,
        "created_at": "2020-02-05T11:12:28Z",
        "updated_at": "2019-02-05T11:12:28Z",
        "installation_path": "/Applications/Atom.app",
        "version": "1.41.0",
        "installation_machine_id": 12,
        "user_id": 98161,
        "department_id": 1755,
        "installation_date": "2019-02-05T10:23:28Z"
    }
  }
EXPAND ↓

List all installations of a Software

This operation allows you to view the list of all the devices where the Software is installed in.

get /api/v2/applications/[id]/installations
OAuth 2.0 Scope
freshservice.assets.view
Sample code | Curl 
1
curl -v -u api_key:X -X GET 'https://domain.freshservice.com/api/v2/applications/99/installations’
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{
    "installations": [
        {
            "id": 100,
            "created_at": "2010-02-05T09:23:28Z",
            "updated_at": "2011-02-05T09:23:28Z",
            "installation_path": "Applications/Google Chrome.app",
            "version": "78.0.3904.108",
            "installation_machine_id": 11,
            "user_id": 79040,
            "department_id": 1705,
            "installation_date": "2020-10-10T00:00:00Z"
        },
        {
            "id": 101,
            "created_at": "2012-02-05T09:23:28Z",
            "updated_at": "2017-02-05T09:23:28Z",
            "installation_path": "/Applications/Atom.app",
            "version": "1.41.0",
            "installation_machine_id": 12,
            "user_id": 98161,
            "department_id": 1755,
            "installation_date": "200-01-20T00:00:00Z"
        }
    ]
}
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Remove devices from a Software in bulk

This operation allows you to remove devices from a Software in bulk.

Attribute Type Description
device_ids Array of numbers List of Display IDs of the devices where the software is installed in. Mandatory
delete api/v2/applications/[id]/installations
OAuth 2.0 Scope
freshservice.assets.manage
Sample code | Curl 
1
curl -v -u api_key:X -X DELETE 'https://domain.freshservice.com/api/v2/applications/99/installations?device_ids=102,103'
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Response 
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HTTP Status: 204 No Content
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List all Relationships for a Software

Lists all the relationships of a particular software.

get api/v2/applications/[id]/relationships
OAuth 2.0 Scope
freshservice.assets.view
Sample code | Curl 
1
curl -v -u api_key:X -X GET 'https://domain.freshservice.com/api/v2/applications/16867/relationships'
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{
  "relationships": [
    {
      "id": 22,
      "relationship_type_id": 1,
      "primary_id": 16867,
      "primary_type": "department",
      "secondary_id": 16870,
      "secondary_type": "software",
      "created_at": "2021-09-20T10:02:14Z",
      "updated_at": "2021-09-20T10:02:14Z"
    },
    {
      "id": 23,
      "relationship_type_id": 2,
      "primary_id": 1002181244,
      "primary_type": "agent",
      "secondary_id": 16867,
      "secondary_type": "software",
      "created_at": "2021-06-07T13:45:17Z",
      "updated_at": "2021-06-07T13:45:17Z"
    }
  ]   
}
EXPAND ↓

Contracts

This section lists all the APIs that can be used to perform operations related to Contracts such as creating, viewing and managing approvals.

Attribute Type Description
workspace_id number ID of the workspace that the contract belongs to. If not provided, the ID of the primary workspace will be defaulted. Applicable only to accounts on the Employee Support Mode.
id number Unique ID of the contractRead only
name string Name of the ContractMandatory
description string Description of the Contract
vendor_id number ID of the VendorMandatory
auto_renew boolean True (1) if the contract is set to Auto Renew. Default is False (0)
notify_expiry boolean True (1) if the expiry notification is set up for the contract. Default is False (0)
notify_before number Number of days before contract expiry date when the expiry notifications need to be sent. Cannot exceed 365 days
approver_id number ID of the agent who needs to approve the contract. Not mandatory for software contractsMandatory
start_date datetime Start date of the contract. Not mandatory for software contractsMandatory
end_date datetime End date of the contract. Not mandatory for software contractsMandatory
cost number Cost of the contract. Not mandatory for software contractsMandatory
status string Status of the contract. Allowed values: draft, pending, approved, active, expired, rejected, cancelled, pending_esign, esigned, decline_esignRead only
contract_number string User entered ID for the contract. This has to be unique. Mandatory
contract_type_id number ID of the contract type and it cannot be updatedMandatory
visible_to_id number ID of agent group in Freshservice to control visibility of the contract
notify_to array of strings List of email addresses to notify expiry
custom_fields object Key value pairs containing the names and values of custom fields
future_contract_id number If the contract has an approved renewal, it gives a URL to see the details of the renewalRead only
has_associated_assets boolean Indicates whether the contract has associated assets.Read only
has_attachments boolean Indicates whether the contract has attachmentsRead only
expiry_notified boolean True if the expiry of the contract is notified. False if not notifiedRead only
requester_id number Denotes the user who creates the contract and renew the contractRead only
delegatee_id number ID of the agent whom the contract approval is delegated toRead only
created_at datetime Timestamp at which the contract was createdRead Only
updated_at datetime Timestamp at which the contract was updatedRead Only

Software contract attributes

Additional attributes specific to the software contracts

Attribute Type Description
software_id number ID of the software and it cannot be updatedMandatory
license_type string Type of the license and it cannot be updated
billing_cycle string Represents the contract term period
license_key string License key for the contract
item_cost_details array of objects Item cost details of the contract. First line_item will be marked with allocate_license true as in UI.

Item cost detail attributes

Attribute Type Description
id number Unique ID of the line item
item_name string Name of the particular line item
pricing_model string Represents the pricing unit of a particular line item
cost number Represents the cost of a particular line item
count number Represents the number of units of a particular line item
comments string To add any additional comments for a particular line item
created_at datetime Timestamp at which the item line item was createdRead Only
updated_at datetime Timestamp at which the item line item was updatedRead Only

For the following attributes, the supported values are listed below.

Attribute Supported Values Comments
license_type volume, enterprise, trial, open_source, free The default value is “volume”
billing_cycle monthly, quarterly, half_yearly, annual, one_time The default value is "one_time”
pricing_model per_unit, fixed, one_time The default value is "per_unit"

List all contract types

This operation allows you to view a list of all contract type.

Attribute Type Description
id number Unique ID of the contract type field
name string Name of the contract type field
description string Description of the contract type
needs_approval boolean Indicates whether the contract needs approval
is_default boolean Indicates whether the type is a default type or a custom type
created_at datetime Timestamp at which the contract type was createdRead Only
updated_at datetime Timestamp at which the contract type was updatedRead Only
get /api/v2/contract_types
OAuth 2.0 Scope
freshservice.contract_types.view
Sample code | Curl 
1
curl -v -u api_key:X -X GET 'https://domain.freshservice.com/api/v2/contract_types'
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{
    "contract_types": [
        {
            "id": 1,
            "name": "Lease",
            "description": "",
            "needs_approval": true,
            "is_default": true,
            "created_at": "2021-11-08T07:47:13Z",
            "updated_at": "2021-11-08T07:47:13Z"
        },
        {
            "id": 2,
            "name": "Maintenance",
            "description": "",
            "needs_approval": true,
            "is_default": true,
            "created_at": "2021-11-08T07:47:13Z",
            "updated_at": "2021-11-08T07:47:13Z"
        },
        {
            "id": 3,
            "name": "Software License",
            "description": "",
            "needs_approval": false,
            "is_default": true,
            "created_at": "2021-11-08T07:47:13Z",
            "updated_at": "2021-11-08T07:47:13Z"
        }
    ]
}
EXPAND ↓

List all fields of a contract type

This operation allows you to view all fields of a contract type.

Attribute Type Description
label string Lable of the contract type field
name string Name of the contract type field
required boolean Mandatoriness of this field when creating or updating a contract
field_type string Field type of the contract type field. Allowed values: text, paragraph, dropdown, number, integer, datetime, checkbox, Array
data_type string Data type of the contract type field. Allowed values: string, integer, decimal, date, boolean
visible_in_renewal boolean Indicates whether the field is visible in contract renewal page
default_field boolean Indicates whether the field is a default field or a custom field
choices array of strings Choices of dropdown field(only for dropdown field)
created_at datetime Timestamp at which the contract type field was createdRead Only
updated_at datetime Timestamp at which the contract type field was updatedRead Only
get /api/v2/contract_types/[contract_type_id]/fields
OAuth 2.0 Scope
freshservice.contract_types.view
Sample code | Curl 
1
curl -v -u api_key:X -X GET 'https://domain.freshservice.com/api/v2/contract_types/3/fields'
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{
  "contract_type_fields": [
    {
      "label": "Contract Name",
      "name": "name",
      "required": true,
      "field_type": "text",
      "data_type": "string",
      "visible_in_renewal": false,
      "default_field": true,
      "created_at": null,
      "updated_at": null
    },
    default_fields...,
    {
      "data_type": "string",
      "label": "Vendor location",
      "name": "cf_vendor_location",
      "required": false,
      "field_type": "dropdown",
      "visible_in_renewal": false,
      "default_field": false,
      "created_at": "2021-11-18T07:03:58Z",
      "updated_at": "2021-11-18T07:03:58Z",
      "choices": [
        "First Choice",
        "Second Choice"
      ]
    },
    custom_fields...,
  ]
}
EXPAND ↓

View a contract

This operation allows you to view a particular contract.

get /api/v2/contracts/[contract_id]
OAuth 2.0 Scope
freshservice.contracts.view
Sample code | Curl 
1
curl -v -u api_key:X -X GET 'https://domain.freshservice.com/api/v2/contracts/1'
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//Non-software contract 
{
  "contract": {
    "id": 14,
    "name": "Sample Apple Contract",
    "description": "contract description",
    "vendor_id": 7,
    "auto_renew": true,
    "notify_expiry": true,
    "notify_before": 30,
    "approver_id": 12,
    "start_date": "2021-06-11T10:26:17Z",
    "end_date": "2022-06-11T10:26:17Z",
    "cost": 1500.33,
    "status": "draft",
    "contract_number": "APL-1",
    "contract_type_id": 1,
    "visible_to_id": 4,
    "notify_to": [
      "agent_name@freshworks.com"
    ],
    "custom_fields": {
      "cf_vendor_location": "Chennai"
    },
    "future_contract_id": 6,
    "has_associated_assets": false,
    "has_attachments": false,
    "expiry_notified": false,
    "requester_id": 4,
    "delegatee_id": 2,
    "created_at": "2021-12-18T12:09:48Z",
    "updated_at": "2021-12-18T12:09:48Z",
    "workspace_id": 2
  }
}

//Software contract 
{
  "contract": {
    "id": 15,
    "name": "Adobe contract",
    "description": "Not given.",
    "vendor_id": 7,
    "auto_renew": true,
    "notify_expiry": true,
    "notify_before": 30,
    "approver_id": 12,
    "start_date": "2021-06-11T10:26:17Z",
    "end_date": "2022-06-11T10:26:17Z",
    "cost": 1500.33,
    "status": "active",
    "contract_number": "ADB12",
    "contract_type_id": 3,
    "visible_to_id": 4,
    "notify_to": [
      "agent_name@freshworks.com"
    ],
    "custom_fields": {
      "cf_vendor_location": "Chennai"
    },
    "software_id": 3,
    "license_type": "volume",
    "billing_cycle": "annual",
    "license_key": null,
    "item_cost_details": [
      {
        "id": 1,
        "item_name": "Installation",
        "pricing_model": "per_unit",
        "cost": 200.0,
        "comments": null,
        "count": 1,
        "created_at": "2021-12-16T12:06:03Z",
        "updated_at": "2021-12-16T12:06:03Z"
      }
    ],
    "future_contract_id": 6,
    "has_associated_assets": true,
    "has_attachments": false,
    "expiry_notified": false,
    "requester_id": 4,
    "delegatee_id": 2,
    "created_at": "2021-12-16T12:06:03Z",
    "updated_at": "2021-12-16T12:06:03Z",
    "workspace_id": 2
  }
}
EXPAND ↓

List all contracts

This operation allows you to view a list of all contracts.

Filter by Handle
Workspace /api/v2/contracts?workspace_id=[id]
If a workspace_id is not specified as a URL parameter, only contracts from the primary workspace will be included in the response. If workspace_id is specified as 0, contracts from across all workspaces will be included in the response. Applicable only to accounts on the Employee Support Mode.
get /api/v2/contracts
OAuth 2.0 Scope
freshservice.contracts.view
Sample code | Curl 
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curl -v -u api_key:X -X GET 'https://domain.freshservice.com/api/v2/contracts'
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Response 
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{
  "contracts": [
    {
      "id": 14,
      "name": "Sample Apple Contract",
      "description": "contract description",
      "vendor_id": 7,
      "auto_renew": true,
      "notify_expiry": true,
      "notify_before": 30,
      "approver_id": 12,
      "start_date": "2021-06-11T10:26:17Z",
      "end_date": "2022-06-11T10:26:17Z",
      "cost": 1500.33,
      "status": "draft",
      "contract_number": "APL-1",
      "contract_type_id": 1,
      "visible_to_id": 4,
      "notify_to": [
        "agent_name@freshworks.com"
      ],
      "custom_fields": {
        "cf_vendor_location": "Chennai"
      },
      "future_contract_id": 6,
      "has_associated_assets": false,
      "has_attachments": false,
      "expiry_notified": false,
      "requester_id": 4,
      "delegatee_id": 2,
      "created_at": "2021-12-18T12:09:48Z",
      "updated_at": "2021-12-18T12:09:48Z",
      "workspace_id": 2
    },
    {
      "id": 15,
      "name": "Adobe contract",
      "description": "Not given.",
      "vendor_id": 7,
      "auto_renew": true,
      "notify_expiry": true,
      "notify_before": 30,
      "approver_id": 12,
      "start_date": "2021-06-11T10:26:17Z",
      "end_date": "2022-06-11T10:26:17Z",
      "cost": 1500.33,
      "status": "active",
      "contract_number": "ADB12",
      "contract_type_id": 3,
      "visible_to_id": 4,
      "notify_to": [
        "agent_name@freshworks.com"
      ],
      "custom_fields": {
        "cf_vendor_location": "Chennai"
      },
      "software_id": 3,
      "license_type": "volume",
      "billing_cycle": "annual",
      "license_key": null,
      "item_cost_details": [
        {
          "id": 1,
          "item_name": "Installation",
          "pricing_model": "per_unit",
          "cost": 200.0,
          "comments": null,
          "count": 1,
          "created_at": "2021-12-16T12:06:03Z",
          "updated_at": "2021-12-16T12:06:03Z"
        }
      ],
      "future_contract_id": 6,
      "has_associated_assets": true,
      "has_attachments": false,
      "expiry_notified": false,
      "requester_id": 4,
      "delegatee_id": 2,
      "created_at": "2021-12-16T12:06:03Z",
      "updated_at": "2021-12-16T12:06:03Z",
      "workspace_id": 2
    }
  ]
}
EXPAND ↓
Additional examples

1. Get the list of all contracts from workspaces to which the user has access.

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 curl -v -u api_key:X -X GET 'https://domain.freshservice.com/api/v2/contracts?workspace_id=0'
EXPAND ↓

2. Get the list of contracts from a specific workspace

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 curl -v -u api_key:X -X GET 'https://domain.freshservice.com/api/v2/contracts?workspace_id=3'
EXPAND ↓

Move a Contract

This API moves a contract to a different workspace, while also allowing the visibility group to be modified.

Note:
This endpoint is applicable only to accounts on the Employee Support Mode.

put api/v2/contracts/[contract_id]/move_workspace
OAuth 2.0 Scope
freshservice.contracts.edit
Sample code | Curl 
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curl -v -u api_key:X -X PUT -d '{ "workspace_id": 2, "visible_to_id": 28509 }' 'https://domain.freshservice.com/api/v2/contracts/3/move_workspace'
EXPAND ↓
Response 
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{
    "contract": {
        "id": 3,
        "name": "Freshservice c1",
        "description": "",
        "vendor_id": 8198,
        "auto_renew": false,
        "notify_expiry": false,
        "notify_before": null,
        "approver_id": null,
        "start_date": "2023-09-13T04:00:00Z",
        "end_date": "2023-09-20T04:00:00Z",
        "workspace_id": 2,
        "cost": 213.0,
        "status": "expired",
        "contract_number": "CNTR-3",
        "contract_type_id": 1,
        "visible_to_id": 28509,
        "notify_to": null,
        "custom_fields": {},
        "future_contract_id": null,
        "has_associated_assets": false,
        "has_attachments": false,
        "expiry_notified": false,
        "requester_id": 16216,
        "delegatee_id": null,
        "created_at": "2023-09-13T04:22:46Z",
        "updated_at": "2023-09-22T09:10:06Z"
    }
}
EXPAND ↓

Create a Contract

This operation allows you to create a new contract in Freshservice.

Attribute Type Description
workspace_id number ID of the workspace that the contract belongs to. If not provided, the ID of the primary workspace will be defaulted. Applicable only to accounts on the Employee Support Mode.
id number Unique ID of the contractRead only
name string Name of the ContractMandatory
description string Description of the Contract
vendor_id number ID of the VendorMandatory
auto_renew boolean True (1) if the contract is set to Auto Renew. Default is False (0)
notify_expiry boolean True (1) if the expiry notification is set up for the contract. Default is False (0)
notify_before number Number of days before contract expiry date when the expiry notifications need to be sent. Cannot exceed 365 days
approver_id number ID of the agent who needs to approve the contract. Not mandatory for software contractsMandatory
start_date datetime Start date of the contract. Not mandatory for software contractsMandatory
end_date datetime End date of the contract. Not mandatory for software contractsMandatory
cost number Cost of the contract. Not mandatory for software contractsMandatory
status string Status of the contract. Allowed values: draft, pending, approved, active, expired, rejected, cancelled, pending_esign, esigned, decline_esignRead only
contract_number string User entered ID for the contract. This has to be unique. Mandatory
contract_type_id number ID of the contract type and it cannot be updatedMandatory
visible_to_id number ID of agent group in Freshservice to control visibility of the contract
notify_to array of strings List of email addresses to notify expiry
custom_fields object Key value pairs containing the names and values of custom fields
future_contract_id number If the contract has an approved renewal, it gives a URL to see the details of the renewalRead only
has_associated_assets boolean Indicates whether the contract has associated assets.Read only
has_attachments boolean Indicates whether the contract has attachmentsRead only
expiry_notified boolean True if the expiry of the contract is notified. False if not notifiedRead only
requester_id number Denotes the user who creates the contract and renew the contractRead only
delegatee_id number ID of the agent whom the contract approval is delegated toRead only
created_at datetime Timestamp at which the contract was createdRead Only
updated_at datetime Timestamp at which the contract was updatedRead Only

Software contract attributes

Additional attributes specific to the software contracts

Attribute Type Description
software_id number ID of the software and it cannot be updatedMandatory
license_type string Type of the license and it cannot be updated
billing_cycle string Represents the contract term period
license_key string License key for the contract
item_cost_details array of objects Item cost details of the contract. First line_item will be marked with allocate_license true as in UI.

Item cost detail attributes

Attribute Type Description
id number Unique ID of the line item
item_name string Name of the particular line item
pricing_model string Represents the pricing unit of a particular line item
cost number Represents the cost of a particular line item
count number Represents the number of units of a particular line item
comments string To add any additional comments for a particular line item
created_at datetime Timestamp at which the item line item was createdRead Only
updated_at datetime Timestamp at which the item line item was updatedRead Only

For the following attributes, the supported values are listed below.

Attribute Supported Values Comments
license_type volume, enterprise, trial, open_source, free The default value is “volume”
billing_cycle monthly, quarterly, half_yearly, annual, one_time The default value is "one_time”
pricing_model per_unit, fixed, one_time The default value is "per_unit"
post /api/v2/contracts
OAuth 2.0 Scope
freshservice.contracts.create
Sample code | Curl 
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curl -v -u api_key:X -H "Content-Type: application/json" -X POST -d '
{
    "name": "Adobe contract",
    "description": "",
    "vendor_id": 7,
    "auto_renew": true,
    "notify_expiry": true,
    "notify_before": 30,
    "approver_id": 12,
    "start_date": "2021-06-11T10:26:17Z",
    "end_date": "2022-06-11T10:26:17Z",
    "cost": 1500.33,
    "contract_number": "ADB12",
    "contract_type_id": 3,
    "visible_to_id": 4,
    "notify_to": ["agent_name@freshworks.com"],
    "custom_fields": {
         "cf_vendor_location": "Chennai"
     },
    "software_id": 3,
    "billing_cycle": "annual",
    "item_cost_details": [
        {
            "item_name": "Installation",
            "pricing_model": "per_unit",
            "cost": 200,
            "count": 1
        }
    ],
    "future_contract_id": 6,
    "requester_id": 4,
    "delegatee_id": 2,
    "workspace_id": 2
}' 'https://domain.freshservice.com/api/v2/contracts'
EXPAND ↓
Response 
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{
  "contract": {
    "id": 15,
    "name": "Adobe contract",
    "description": "Not given.",
    "vendor_id": 7,
    "auto_renew": true,
    "notify_expiry": true,
    "notify_before": 30,
    "approver_id": 12,
    "start_date": "2021-06-11T10:26:17Z",
    "end_date": "2022-06-11T10:26:17Z",
    "cost": 1500.33,
    "status": "active",
    "contract_number": "ADB12",
    "contract_type_id": 3,
    "visible_to_id": 4,
    "notify_to": [
      "agent_name@freshworks.com"
    ],
    "custom_fields": {
      "cf_vendor_location": "Chennai"
    },
    "software_id": 3,
    "license_type": "volume",
    "billing_cycle": "annual",
    "license_key": null,
    "item_cost_details": [
      {
        "id": 1,
        "item_name": "Installation",
        "pricing_model": "per_unit",
        "cost": 200.0,
        "comments": null,
        "count": 1,
        "created_at": "2021-12-16T12:06:03Z",
        "updated_at": "2021-12-16T12:06:03Z"
      }
    ],
    "future_contract_id": 6,
    "has_associated_assets": true,
    "has_attachments": false,
    "expiry_notified": false,
    "requester_id": 4,
    "delegatee_id": 2,
    "created_at": "2021-12-16T12:06:03Z",
    "updated_at": "2021-12-16T12:06:03Z",
    "workspace_id": 2
  }
}
EXPAND ↓

Create a Contract with associated assets

This API lets you create a new Contract with associated Assets (CIs) in your service desk.

post /api/v2/contracts
OAuth 2.0 Scope
freshservice.contracts.create
Sample code | Curl 
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curl -v -u api_key:X -H "Content-Type: application/json" -X POST -d '
{
    "associated_asset_ids": [10,11],
    "name": "Adobe contract",
    "description": "",
    "vendor_id": 7,
    "auto_renew": true,
    "notify_expiry": true,
    "notify_before": 30,
    "approver_id": 12,
    "start_date": "2021-06-11T10:26:17Z",
    "end_date": "2022-06-11T10:26:17Z",
    "cost": 1500.33,
    "contract_number": "ADB12",
    "contract_type_id": 3,
    "visible_to_id": 4,
    "notify_to": ["agent_name@freshworks.com"],
    "custom_fields": {
         "cf_vendor_location": "Chennai"
     },
    "software_id": 3,
    "billing_cycle": "annual",
    "item_cost_details": [
        {
            "item_name": "Installation",
            "pricing_model": "per_unit",
            "cost": 200,
            "count": 1
        }
    ],
    "future_contract_id": 6,
    "requester_id": 4,
    "delegatee_id": 2,
    "workspace_id": 2
}' 'https://domain.freshservice.com/api/v2/contracts'
EXPAND ↓
Response 
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{
  "contract": {
    "id": 15,
    "name": "Adobe contract",
    "description": "Not given.",
    "vendor_id": 7,
    "auto_renew": true,
    "notify_expiry": true,
    "notify_before": 30,
    "approver_id": 12,
    "start_date": "2021-06-11T10:26:17Z",
    "end_date": "2022-06-11T10:26:17Z",
    "cost": 1500.33,
    "status": "active",
    "contract_number": "ADB12",
    "contract_type_id": 3,
    "visible_to_id": 4,
    "notify_to": [
      "agent_name@freshworks.com"
    ],
    "custom_fields": {
      "cf_vendor_location": "Chennai"
    },
    "software_id": 3,
    "license_type": "volume",
    "billing_cycle": "annual",
    "license_key": null,
    "item_cost_details": [
      {
        "id": 1,
        "item_name": "Installation",
        "pricing_model": "per_unit",
        "cost": 200.0,
        "comments": null,
        "count": 1,
        "created_at": "2021-12-16T12:06:03Z",
        "updated_at": "2021-12-16T12:06:03Z"
      }
    ],
    "future_contract_id": 6,
    "has_associated_assets": true,
    "has_attachments": false,
    "expiry_notified": false,
    "requester_id": 4,
    "delegatee_id": 2,
    "created_at": "2021-12-16T12:06:03Z",
    "updated_at": "2021-12-16T12:06:03Z",
    "workspace_id": 2
  }
}
EXPAND ↓

Create a Contract with attachment

post /api/v2/contracts
OAuth 2.0 Scope
freshservice.contracts.create

Create a Contract with attachment

Note:
1. This API request must have its Content-Type set to multipart/form-data.
2. For more information on attachment refer to this section.

Sample code | Curl 
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curl -v -u api_key:X  -F 'attachments[]=@/Users/user/Desktop/api2.png' -F 'name=Sample Apple Contract' -F 'vendor_id=7' -F 'approver_id=12' -F 'start_date=2021-06-11T10:26:17Z' -F 'end_date=2022-06-11T10:26:17Z' -F 'workspace_id=2' -F 'cost=1500.33' -F 'contract_number=APL-2' -F 'contract_type_id=1' -X PUT 'https://domain.freshservice.com/api/v2/contracts'
EXPAND ↓
Response 
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{
    "contract": {
        "id": 12,
        "name": "Sample Apple Contract",
        "description": "Not given.",
        "vendor_id": 7,
        "auto_renew": false,
        "notify_expiry": false,
        "notify_before": null,
        "approver_id": 12,
        "start_date": "2021-06-11T10:26:17Z",
        "end_date": "2022-06-11T10:26:17Z",
        "cost": 1500.33,
        "status": "draft",
        "contract_number": "APL-2",
        "contract_type_id": 1,
        "visible_to_id": null,
        "notify_to": null,
        "custom_fields": {
            "cf_2": null,
            "cf_untitled": null,
            "cf_mlt": null
        },
        "future_contract_id": null,
        "has_associated_assets": false,
        "has_attachments": true,
        "expiry_notified": false,
        "requester_id": null,
        "delegatee_id": null,
        "created_at": "2021-12-21T09:37:08Z",
        "updated_at": "2021-12-21T09:37:08Z",
        "workspace_id": 2
    }
}
EXPAND ↓

Update a Contract

Note:
The workspace_id attribute cannot be updated through the Update operation. It can only be updated through the Move operation.

put /api/v2/contracts/[contract_id]
OAuth 2.0 Scope
freshservice.contracts.edit
Sample code | Curl 
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curl -v -u api_key:X -H "Content-Type: application/json" -X PUT -d '
{
    "name": "Adobe contract",
    "description": "",
    "vendor_id": 7,
    "auto_renew": true,
    "notify_expiry": true,
    "notify_before": 30,
    "approver_id": 12,
    "start_date": "2021-06-11T10:26:17Z",
    "end_date": "2022-06-11T10:26:17Z",
    "cost": 1500.33,
    "contract_number": "ADB12",
    "visible_to_id": 4,
    "notify_to": ["agent_name@freshworks.com"],
    "custom_fields": {
         "cf_vendor_location": "Chennai"
     },
    "billing_cycle": "annual",
    "item_cost_details": [
        {
            "id" : 1,
            "item_name": "Installation",
            "pricing_model": "per_unit",
            "cost": 200,
            "count": 1
        }
    ],
    "future_contract_id": 6,
    "requester_id": 4,
    "delegatee_id": 2,
    "associated_asset_ids": [10,11],
    "workspace_id": 2
}' 'https://domain.freshservice.com/api/v2/contracts/1'
EXPAND ↓
Response 
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{
  "contract": {
    "id": 15,
    "name": "Adobe contract",
    "description": "Not given.",
    "vendor_id": 7,
    "auto_renew": true,
    "notify_expiry": true,
    "notify_before": 30,
    "approver_id": 12,
    "start_date": "2021-06-11T10:26:17Z",
    "end_date": "2022-06-11T10:26:17Z",
    "cost": 1500.33,
    "status": "active",
    "contract_number": "ADB12",
    "contract_type_id": 3,
    "visible_to_id": 4,
    "notify_to": [
      "agent_name@freshworks.com"
    ],
    "custom_fields": {
      "cf_vendor_location": "Chennai"
    },
    "software_id": 3,
    "license_type": "volume",
    "billing_cycle": "annual",
    "license_key": null,
    "item_cost_details": [
      {
        "id": 1,
        "item_name": "Installation",
        "pricing_model": "per_unit",
        "cost": 200.0,
        "comments": null,
        "count": 1,
        "created_at": "2021-12-16T12:06:03Z",
        "updated_at": "2021-12-16T12:06:03Z"
      }
    ],
    "future_contract_id": 6,
    "has_associated_assets": true,
    "has_attachments": false,
    "expiry_notified": false,
    "requester_id": 4,
    "delegatee_id": 2,
    "created_at": "2021-12-16T12:06:03Z",
    "updated_at": "2021-12-16T12:06:03Z",
    "workspace_id": 2
  }
}
EXPAND ↓

Submit a contract for approval

This operation allows you to submit a contract for approval in the account.

put /api/v2/contracts/[contract_id]?operation=submit-for-approval
OAuth 2.0 Scope
freshservice.contracts.edit
Sample code | Curl 
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curl -v -u api_key:X -X PUT 'https://domain.freshservice.com/api/v2/contracts/1?operation=submit-for-approval'
EXPAND ↓
Response 
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HTTP Status: 204 No Content
EXPAND ↓

Approve a Contract

This operation allows you to approve a contract in the account.

put /api/v2/contracts/[contract_id]?operation=approve
OAuth 2.0 Scope
freshservice.contracts.edit
Sample code | Curl 
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curl -v -u api_key:X -X PUT 'https://domain.freshservice.com/api/v2/contracts/1?operation=approve'
EXPAND ↓
Response 
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HTTP Status: 204 No Contents
EXPAND ↓

Reject a Contract

This operation allows you to reject a contract in the account.

put /api/v2/contracts/[contract_id]?operation=reject
OAuth 2.0 Scope
freshservice.contracts.edit
Sample code | Curl 
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curl -v -u api_key:X -H "Content-Type: application/json" -X PUT -d '{"reason_to_reject": "Terms need to be reviewed again"}' 'https://domain.freshservice.com/api/v2/contracts/1?operation=reject'
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Response 
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HTTP Status: 204 No Content
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List all associated assets of a contract

This operation allows you to view information about all the associated asset of a contract.

get /api/v2/contracts/[contract_id]/associated-assets
OAuth 2.0 Scope
freshservice.contracts.view
Sample code | Curl 
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curl -v -u api_key:X -X GET 'https://domain.freshservice.com/api/v2/contracts/1/associated-assets'
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{
  "associated_assets": [
    {
      "id": 10,
      "display_id": 66,
      "name": "Macbook Pro",
      "description": null,
      "asset_type_id": 3,
      "impact": "low",
      "usage_type": "permanent",
      "asset_tag": "ASSET-66",
      "user_id": null,
      "department_id": null,
      "location_id": null,
      "agent_id": null,
      "group_id": null,
      "assigned_on": null,
      "created_at": "2021-11-10T07:50:32Z",
      "updated_at": "2021-11-10T07:50:32Z"
    },
    {
      "id": 11,
      "display_id": 73,
      "name": "iPad Air",
      "description": null,
      "asset_type_id": 761355,
      "impact": "low",
      "usage_type": "permanent",
      "asset_tag": "ASSET-73",
      "user_id": null,
      "department_id": null,
      "location_id": null,
      "agent_id": null,
      "group_id": null,
      "assigned_on": null,
      "created_at": "2021-11-25T11:54:03Z",
      "updated_at": "2021-11-25T12:05:01Z"
    }
  ]
}
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List all attachments of a contract

This operation allows you to view information about all the attachments of a contract.

Attribute Type Description
id number Unique ID of the attachment.
content_type string Type of the attachment. (Example: jpg, png, ...)
size number Size of the attached file.
name string Name of the attachment.
attachment_url string URL of the attachment.
canonical_url string Canonical URL of the attachment.
created_at datetime Timestamp at which the attachment was created.Read Only
updated_at datetime Timestamp at which the attachment was updated.Read Only
get /api/v2/contracts/[contract_id]/attachments
OAuth 2.0 Scope
freshservice.contracts.view
Sample code | Curl 
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curl -v -u api_key:X -X GET 'https://domain.freshservice.com/api/v2/contracts/1/attachments'
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{
  "attachments": [
    {
      "id":1,
      "content_type":"image/jpeg",
      "size":392753,
      "name":"article.jpg",
      "attachment_url":"https://attachment_url_link",
      "canonical_url": "https://domain.freshservice.com/itil/attachments/1"
      "created_at":"2020-04-07T08:18:54Z",
      "updated_at":"2020-04-07T08:19:04Z"
    },
    {
      "id": 2,
      "content_type": "image/png",
      "size": 125463,
      "name": "attachment.png",
      "attachment_url":"https://attachment_url_link",
      "created_at":"2020-06-07T08:30:54Z",
      "canonical_url": "https://domain.freshservice.com/itil/attachments/2"
      "updated_at":"2020-06-07T08:32:04Z",
    }
  ]
}
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Departments / Companies

Attribute Type Description
id integer Unique identifier of the department
name string Name of the departmentMandatory
description string Description about the department
head_user_id integer Unique identifier of the agent or requester who serves as the head of the department
prime_user_id integer Unique identifier of the agent or requester who serves as the prime user of the department
domains array of strings Email domains associated with the department
custom_fields hash Custom fields that are associated with departments
created_at date-time Timestamp at which the department was created
updated_at date-time Timestamp at which the department was last modified

Create a Department

Create a new Department (or Company in MSP Mode) in Freshservice.

Attribute Type Description
id integer Unique identifier of the department
name string Name of the departmentMandatory
description string Description about the department
head_user_id integer Unique identifier of the agent or requester who serves as the head of the department
prime_user_id integer Unique identifier of the agent or requester who serves as the prime user of the department
domains array of strings Email domains associated with the department
custom_fields hash Custom fields that are associated with departments
created_at date-time Timestamp at which the department was created
updated_at date-time Timestamp at which the department was last modified
post /api/v2/departments
OAuth 2.0 Scope
freshservice.departments.manage
Sample code | Curl 
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curl -v -u  api.user@ministryofmagic.gov:test -H 'Content-Type: application/json' -X POST -d '{"name":"Department for the Regulation and Control of Magical Creatures","description":"Beast, Being and Spirit Divisions, and Pest Advisory Bureau.","head_user_id":5,"prime_user_id":6,"domains":["creatures.ministryofmagic.gov"],"custom_fields":{"location":"Level 3"}}' 'https://domain.freshservice.com/api/v2/departments'
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{
   "department":{
      "id":3,
      "name":"Department for the Regulation and Control of Magical Creatures",
      "description":"Beast, Being and Spirit Divisions, and Pest Advisory Bureau.",
      "head_user_id":5,
      "prime_user_id":6,
      "domains":[
         "creatures.ministryofmagic.gov"
      ],
      "custom_fields":{
         "location":"Level 3"
      }
   }
}
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View a Department

Retrieve the Department (or Company in MSP Mode) with the given ID from Freshservice

get /api/v2/departments/[id]
OAuth 2.0 Scope
freshservice.departments.view
Sample code | Curl 
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curl -v -u api.user@ministryofmagic.gov:test -X GET 'https://domain.freshservice.com/api/v2/departments/1'
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{
   "department":{
      "id":1,
      "name":"Department of Magical Law Enforcement",
      "description":"Improper Use of Magic Office, Auror Headquarters, and Wizengamot Administration Services.",
      "head_user_id":1,
      "prime_user_id":2,
      "domains":[
         "law.ministryofmagic.gov"
      ],
      "custom_fields":{
         "location":"Level 2"
      }
   }
}
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List All Departments

Retrieve a list of all Departments (or Companies in MSP Mode) in Freshservice

get /api/v2/departments
OAuth 2.0 Scope
freshservice.departments.view
Sample code | Curl 
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curl -v -u api.user@ministryofmagic.govhogwarts.edu:test -X GET 'https://domain.freshservice.com/api/v2/departments'
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{
   "departments":[
      {
         "id":1,
         "name":"Department of Magical Law Enforcement",
         "description":"Improper Use of Magic Office, Auror Headquarters, and Wizengamot Administration Services.",
         "head_user_id":1,
         "prime_user_id":2,
         "domains":[
            "law.ministryofmagic.gov"
         ],
         "custom_fields":{
            "location":"Level 2"
         },
         "created_at":"2019-04-04T04:45:15.983Z",
         "updated_at":"2019-04-04T04:45:15.983Z"
      },
      {
         "id":2,
         "name":"Department of Magical Accidents and Catastrophes",
         "description":"Accidental Magic Reversal Squad, Obliviator Headquarters, and Muggle-Worthy Excuses Committee.",
         "head_user_id":3,
         "prime_user_id":4,
         "domains":[
            "accidents.ministryofmagic.gov"
         ],
         "custom_fields":{
            "location":"Level 3"
         },
         "created_at":"2019-04-04T04:45:15.983Z",
         "updated_at":"2019-04-04T04:45:15.983Z"
      }
   ]
}
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Filter Departments

Use Departments (or Companies in MSP Mode) attributes to filter your list.

Note:
1. The query must be URL encoded (see example).
2. Query can be framed using the name of the department fields, which can be obtained from Supported Department Fields section.
3. Query string must be enclosed between a pair of double quotes and can have up to 512 characters.
4. Filtered results cannot be sorted. By default it is sorted by created_at in descending order.

Supported Department Fields

Field Type Description
name string Name of the department.
get /api/v2/departments?query=[query]
OAuth 2.0 Scope
freshservice.departments.view
Additional examples

Get the department whose display name is 'Sales'

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Update a Department

Update an existing Department (or Company in MSP Mode) in Freshservice.

Attribute Type Description
id integer Unique identifier of the department
name string Name of the departmentMandatory
description string Description about the department
head_user_id integer Unique identifier of the agent or requester who serves as the head of the department
prime_user_id integer Unique identifier of the agent or requester who serves as the prime user of the department
domains array of strings Email domains associated with the department
custom_fields hash Custom fields that are associated with a Freshservice entity
created_at date-time Timestamp at which the department was created
updated_at date-time Timestamp at which the department was last modified
put /api/v2/departments/[id]
OAuth 2.0 Scope
freshservice.departments.manage
Sample code | Curl 
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curl -v -u  api.user@hogwarts.edu:test -H 'Content-Type: application/json' -X PUT -d '{"name":"Department for the Regulation and Control of Magical Creatures","description":"Beast, Being and Spirit Divisions, and Pest Advisory Bureau.","head_user_id":5,"prime_user_id":7,"domains":["creatures.ministryofmagic.gov"],"custom_fields":{"location":"Level 3"}}' 'https://domain.freshservice.com/api/v2/departments/3'
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{
   "department":{
      "id":3,
      "name":"Department for the Regulation and Control of Magical Creatures",
      "description":"Beast, Being and Spirit Divisions, and Pest Advisory Bureau.",
      "head_user_id":5,
      "prime_user_id":7,
      "domains":[
         "creatures.ministryofmagic.gov"
      ],
      "custom_fields":{
         "location":"Level 3"
      }
   }
}
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Delete a Department

Delete the Department (or Company in MSP Mode) with the given ID from Freshservice.

delete /api/v2/departments/[id]
OAuth 2.0 Scope
freshservice.departments.delete
Sample code | Curl 
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curl -v -u  api.user@hogwarts.edu:test -X DELETE 'https://domain.freshservice.com/api/v2/departments/3'
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Response 
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HTTP Status: 204 No Content
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List All Department Fields

Retrieve the Department Fields (or Company Fields in MSP Mode) from Freshservice. The fields will be returned in the sequence that they are displayed on the UI.

get /api/v2/department_fields
OAuth 2.0 Scope
freshservice.departments.fields.view
Sample code | Curl 
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curl -v -u api.user@hogwarts.edu:test -X GET 'https://domain.freshservice.com/api/v2/department_fields'
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{
   "department_fields":[
      {
         "created_at":"2019-04-02 09:31:52",
         "updated_at":"2019-04-02 10:30:46",
         "name":"name",
         "label":"Department Name",
         "mandatory":true,
         "is_default_field":true
      },
      {
         "created_at":"2019-04-02 10:30:18",
         "updated_at":"2019-04-02 10:30:46",
         "name":"location",
         "label":"Location",
         "mandatory":false,
         "is_default_field":false
      },
      {
         "created_at":"2019-04-02 09:31:52",
         "updated_at":"2019-04-02 10:30:46",
         "name":"description",
         "label":"Description",
         "mandatory":false,
         "is_default_field":true
      },
      {
         "created_at":"2019-04-02 09:31:52",
         "updated_at":"2019-04-02 10:30:46",
         "name":"domain_names",
         "label":"Domains for this Department",
         "mandatory":false,
         "is_default_field":true
      },
      {
         "created_at":"2019-04-02 09:31:52",
         "updated_at":"2019-04-02 10:30:46",
         "name":"head_name",
         "label":"Department Head",
         "mandatory":false,
         "is_default_field":true
      },
      {
         "created_at":"2019-04-02 09:31:52",
         "updated_at":"2019-04-02 10:30:46",
         "name":"prime_user_name",
         "label":"Prime User",
         "mandatory":false,
         "is_default_field":true
      }
   ]
}
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Business Hours

Attribute Type Description
id integer Unique identifier of the business hours configuration
workspace_id number ID of the workspace to which the business hours belongs. This attribute is applicable only to accounts on the Employee Support Mode.
name string Name of the business hours configuration
description string Description about the business hours configuration
is_default boolean true if the business hours configuration is the default present in Freshservice
time_zone string Time zone that the business hours configuration functions in. Click here for more information.
service_desk_hours hash Contains the time at which the workday begins and ends for the seven days of the week.
list_of_holidays array of hashes Contains the list of dates and names of holidays for the year. Dates are in ISO --MM-DD format.
created_at date-time Timestamp at which the business hours configuration was created
updated_at date-time Timestamp at which the business hours configuration was last modified

View a Business Hours Configuration

Retrieve the Business Hours Configuration with the given ID from Freshservice

get /api/v2/business_hours/[id]
OAuth 2.0 Scope
freshservice.business_hours.view
Sample code | Curl 
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curl -v -u api_key:X -X GET 'https://domain.freshservice.com/api/v2/business_hours/1'
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{
   "business_hours":{
      "id": 1,
      "created_at": "2019-05-07T13:58:42Z",
      "updated_at": "2019-05-13T07:20:04Z",
      "name": "Default",
      "description": "Default Business Calendar",
      "is_default": true,
      "time_zone": "Chennai",
      "service_desk_hours": {
        "monday": {
          "beginning_of_workday": "08:00",
          "end_of_workday": "17:00"
        },
        "tuesday": {
          "beginning_of_workday": "08:00",
          "end_of_workday": "17:00"
        },
        "wednesday": {
          "beginning_of_workday": "08:00",
          "end_of_workday": "17:00"
        },
        "thursday": {
          "beginning_of_workday": "08:00",
          "end_of_workday": "17:00"
        },
        "friday": {
          "beginning_of_workday": "08:00",
          "end_of_workday": "17:00"
        }
      },
      "list_of_holidays": [
        {
          "holiday_date": "--01-01",
          "holiday_name": "New Year’s Day"
        },
        {
          "holiday_date": "--01-16",
          "holiday_name": "Birthday of Martin Luther King Jr"
        },
        {
          "holiday_date": "--02-20",
          "holiday_name": "Washington’s Birthday"
        },
        {
          "holiday_date": "--05-28",
          "holiday_name": "Memorial Day"
        },
        {
          "holiday_date": "--07-04",
          "holiday_name": "Independence Day"
        },
        {
          "holiday_date": "--09-03",
          "holiday_name": "Labor Day"
        },
        {
          "holiday_date": "--10-08",
          "holiday_name": "Columbus Day"
        },
        {
          "holiday_date": "--11-11",
          "holiday_name": "Veterans Day"
        },
        {
          "holiday_date": "--11-22",
          "holiday_name": "Thanksgiving Day"
        },
        {
          "holiday_date": "--12-25",
          "holiday_name": "Christmas Day"
        }
      ],
      "workspace_id": 2
   }
}
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View List of Business Hours Configurations

Retrieve a list of all business hours configurations in Freshservice

Note:
By default, only business hours from the primary workspace will be returned for accounts on the Employee Support Mode. For business hours from other workspaces, use the workspace_id filter.

Filter by Handle
Workspace /api/v2/business_hours?workspace_id=[id]
'workspace_id' is applicable only for accounts on the Employee Support Mode. The value 1 for workspace_id will return all global business hours
get /api/v2/business_hours
OAuth 2.0 Scope
freshservice.business_hours.view
Sample code | Curl 
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curl -v -u api_key:X -X GET 'https://domain.freshservice.com/api/v2/business_hours?workspace_id=2'
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{
  "business_hours": [
    {
      "id": 1,
      "created_at": "2019-05-07T13:58:42Z",
      "updated_at": "2019-05-13T07:20:04Z",
      "name": "Default",
      "description": "Default Business Calendar",
      "is_default": true,
      "time_zone": "Chennai",
      "service_desk_hours": {
        "monday": {
          "beginning_of_workday": "08:00",
          "end_of_workday": "17:00"
        },
        "tuesday": {
          "beginning_of_workday": "08:00",
          "end_of_workday": "17:00"
        },
        "wednesday": {
          "beginning_of_workday": "08:00",
          "end_of_workday": "17:00"
        },
        "thursday": {
          "beginning_of_workday": "08:00",
          "end_of_workday": "17:00"
        },
        "friday": {
          "beginning_of_workday": "08:00",
          "end_of_workday": "17:00"
        }
      },
      "list_of_holidays": [
        {
          "holiday_date": "--01-01",
          "holiday_name": "New Year’s Day"
        },
        {
          "holiday_date": "--01-16",
          "holiday_name": "Birthday of Martin Luther King Jr"
        },
        {
          "holiday_date": "--02-20",
          "holiday_name": "Washington’s Birthday"
        },
        {
          "holiday_date": "--05-28",
          "holiday_name": "Memorial Day"
        },
        {
          "holiday_date": "--07-04",
          "holiday_name": "Independence Day"
        },
        {
          "holiday_date": "--09-03",
          "holiday_name": "Labor Day"
        },
        {
          "holiday_date": "--10-08",
          "holiday_name": "Columbus Day"
        },
        {
          "holiday_date": "--11-11",
          "holiday_name": "Veterans Day"
        },
        {
          "holiday_date": "--11-22",
          "holiday_name": "Thanksgiving Day"
        },
        {
          "holiday_date": "--12-25",
          "holiday_name": "Christmas Day"
        }
      ],
      "workspace_id": 2
    },
    {
      "id": 2,
      "created_at": "2019-05-09T11:31:45Z",
      "updated_at": "2019-05-13T07:04:49Z",
      "name": "Round-the-clock Support Team",
      "description": "24 x 7 Business Calendar",
      "is_default": false,
      "time_zone": "Chennai",
      "service_desk_hours": {
        "monday": {
          "beginning_of_workday": "00:00",
          "end_of_workday": "23:59"
        },
        "tuesday": {
          "beginning_of_workday": "00:00",
          "end_of_workday": "23:59"
        },
        "wednesday": {
          "beginning_of_workday": "00:00",
          "end_of_workday": "23:59"
        },
        "thursday": {
          "beginning_of_workday": "00:00",
          "end_of_workday": "23:59"
        },
        "friday": {
          "beginning_of_workday": "00:00",
          "end_of_workday": "23:59"
        },
        "saturday": {
          "beginning_of_workday": "00:00",
          "end_of_workday": "23:59"
        },
        "sunday": {
          "beginning_of_workday": "00:00",
          "end_of_workday": "23:59"
        }
      },
      "list_of_holidays": [
        {
          "holiday_date": "--01-01",
          "holiday_name": "New Year’s Day"
        },
        {
          "holiday_date": "--12-25",
          "holiday_name": "Christmas Day"
        }
      ],
      "workspace_id": 2
    }
  ]
}
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Projects (Legacy)

Note:
Following Project APIs are for legacy project management. We are currently migrating customers from legacy to the new-gen project management. APIs for new-gen can be accessed here.

With the ability to create new projects from scratch or even from tickets or changes, plan all your IT projects within the service desk. Prioritize, manage, and track projects from the beginning till wrap-up, while associating multiple tickets, changes, or even assets to these projects.

Note:
Only users with "View or Manage Projects" privilege can access the following APIs.

Attribute Type Description
id number Unique id of the project. Read-Only
title string Title of the project.Mandatory
description string Description of the project as HTML.
description_text string Description of the project in plain text. Read-Only
start_date date Start date of the project.Mandatory
end_date date End date of the project.Mandatory
user_id number User who created the project. Read-Only
owner_id number Owner of the project.
deleted boolean Denotes whether a project is archived or not. Read-Only
status number Current Status of the project.
closed_at datetime Date and time of completion of the project. Read-Only
priority number Priority of the project.
attachments array of objects Project Attachments. Read-Only
created_at datetime Date and time when the project was created. Read-Only
updated_at datetime Date and time when the project was last updated. Read-Only

Project Properties

Every project uses certain fixed numerical values to denote its Status and Priorities. These numerical values along with their meanings are given below.

Status Value
Open 1
In Progress 2
Completed 3
Priorities Value
Low 1
Medium 2
High 3
Critical 4

Create a Project

Attribute Type Description
title string Title of the project.Mandatory
description string Description of the project as HTML.
start_date date Start date of the project.Mandatory
end_date date End date of the project.Mandatory
status number Current Status of the project.
priority number Priority of the project.
post /api/v2/projects
Sample code | Curl 
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curl -v -u api_key:X -H "Content-Type:application/json" -X POST -d 
'{ "title":"Intranet Site Development", "description":"Project for Intranet Site Development", "start_date":"2019-02-07", "end_date":"2019-02-10","status":1,"priority":2}' 'https://domain.freshservice.com/api/v2/projects'
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{
  "project": {
    "title": "Intranet Site Development",
    "description": "<div>Project for Intranet Site Development</div>",
    "description_text": "Project for Intranet Site Development",
    "id": 1,
    "created_at": "2019-04-09T06:30:10.000Z",
    "updated_at": "2019-04-09T06:30:10.000Z",
    "status": 1,
    "priority": 2,
    "user_id": 1,
    "owner_id": 1,
    "deleted": false,
    "start_date": "2019-02-07T00:00:00.000Z",
    "end_date": "2019-02-10T23:59:59.000Z",
    "closed_at": null
  }
}
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Update a Project

Attribute Type Description
title string Title of the project.
description string Description of the project as HTML.
start_date date Start date of the project.
end_date date End date of the project.
owner_id number Owner of the project.
status number Current Status of the project.
priority number Priority of the project.
put /api/v2/projects/[id]
Sample code | Curl 
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curl -v -u api_key:X -H "Content-Type:application/json" -X PUT -d 
'{ "title":"Intranet Site Development", "description":"Project for Intranet Site Development", "start_date":"2019-02-07", "end_date":"2019-02-10","status":1,"priority":2}' 'https://domain.freshservice.com/api/v2/projects/1'
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{
  "project": {
    "title": "Intranet Site Development",
    "description": "<div>Project for Intranet Site Development</div>",
    "description_text": "Project for Intranet Site Development",
    "id": 1,
    "created_at": "2019-04-09T06:30:10.000Z",
    "updated_at": "2019-04-09T06:30:10.000Z",
    "status": 1,
    "priority": 2,
    "user_id": 1,
    "owner_id": 1,
    "deleted": false,
    "start_date": "2019-02-07T00:00:00.000Z",
    "end_date": "2019-02-10T23:59:59.000Z",
    "closed_at": null
  }
}
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View a Project

get /api/v2/projects/[id]
Sample code | Curl 
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curl -v -u api_key:X -X GET 'https://domain.freshservice.com/api/v2/projects/1'
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{
  "project": {
    "title": "Intranet Site Development",
    "description": "<div>Project for Intranet Site Development</div>",
    "description_text": "Project for Intranet Site Development",
    "id": 1,
    "created_at": "2019-04-09T06:30:10.000Z",
    "updated_at": "2019-04-09T06:30:10.000Z",
    "status": 1,
    "priority": 2,
    "user_id": 1,
    "owner_id": 1,
    "deleted": false,
    "start_date": "2019-02-07T00:00:00.000Z",
    "end_date": "2019-02-10T23:59:59.000Z",
    "closed_at": null,
    "attachments":[]
  }
}
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List All Projects

Query Parameters Handle
filter Filter projects based on given value. Allowed values are ['all', 'completed', 'archived']
Example: api/v2/projects/?filter=completed
get /api/v2/projects
Sample code | Curl 
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curl -v -u api_key:X -X GET 'https://domain.freshservice.com/api/v2/projects'
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[
  {
  "project": {
    "title": "Intranet Site Development",
    "description": "<div>Project for Intranet Site Development</div>",
    "description_text": "Project for Intranet Site Development",
    "id": 1,
    "created_at": "2019-04-09T06:30:10.000Z",
    "updated_at": "2019-04-09T06:30:10.000Z",
    "status": 1,
    "priority": 2,
    "user_id": 1,
    "owner_id": 1,
    "deleted": false,
    "start_date": "2019-02-07T00:00:00.000Z",
    "end_date": "2019-02-10T23:59:59.000Z",
    "closed_at": null
  }
}
]
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Delete a Project

This API helps you permanently delete a project. Deleted projects cannot be restored.

Note: Only archived projects can be deleted.

delete /api/v2/projects/[id]
Sample code | Curl 
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curl -v -u api_key:X -X DELETE 'https://domain.freshservice.com/api/v2/projects/2'
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Response 
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HTTP Status: 204 No Content
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Archive a Project

This API helps you archive a project.

Note: Archived projects are not permanently lost. You can retrieve them using the Restore Project API.

post /api/v2/projects/[id]/archive
Sample code | Curl 
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curl -v -u api_key:X -X POST 'https://domain.freshservice.com/api/v2/projects/1/archive'
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Response 
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HTTP Status: 200 OK
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Restore a Project

You can restore an archived project using this API.

post /api/v2/projects/[id]/restore
Sample code | Curl 
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curl -v -u api_key:X -H "Content-Type: application/json" -X POST -d '' 'https://domain.freshservice.com/api/v2/projects/1/restore'
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Response 
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Projects Tasks (Legacy)

Note:
Following Project Task APIs are for legacy project management. We are currently migrating customers from legacy to the new-gen project management. APIs for new-gen can be accessed here.

Manage projects by organizing them into tasks and nested subtasks, and easily assign them to individual owners. Collaborate and discuss, attach files for context, view dependencies, and use the activity log to monitor progress.

Note:
Only users with "View or Manage Projects" privilege can access the following APIs.

Attribute Type Description
id number Unique id of the task. Read-Only
title string Title of the task.Mandatory
description string Description of the task.
start_date datetime Start date of the task.
end_date datetime End date of the task.
user_id number User who created the task. Read-Only
owner_id number Owner of the task.
status number Current Status of the task.
parent_id number Parent task id in case of a subtask
notify Object Notification details for the task.
attachments array of objects Task Attachments. Read-Only
created_at datetime Date and time when the task was created. Read-Only
updated_at datetime Date and time when the task was last updated. Read-Only

Task Notify Attribute details

The following keys should be present inside the notify attribute in the request payload for creating or updating a task.

Name Value
type BEFORE_START_DATE or BEFORE_END_DATE
value The time value in number
time_unit Unit of time. Allowed values ('minutes', 'hours', 'days', 'weeks')

Create a Project Task

Attribute Type Description
title string Title of the task.Mandatory
description string Description of the task.
start_date datetime Start date of the task.
end_date datetime End date of the task.
owner_id number Owner of the task.
status number Current Status of the task.
parent_id number Parent task id in case of a subtask
notify Object Notification details for the task.
post /api/v2/projects/[id]/tasks
Sample code | Curl 
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curl -v -u api_key:X -H "Content-Type:application/json" -X POST -d 
'{ "title":"Gather/Validate Requirements", "description":"Gather/Validate Requirements", "start_date":"2019-02-07T00:00:00.000+05:30", "end_date":"2019-02-10T00:00:00.000+05:30", "notify": {"type": "BEFORE_START_DATE","value": "20","time_unit": "minutes"},status":1}' 'https://domain.freshservice.com/api/v2/projects/1/tasks'
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{
    "task": {
        "attachments": [],
        "description": null,
        "id": 1,
        "created_at": "2019-11-04T11:56:19Z",
        "updated_at": "2019-11-04T11:56:19Z",
        "project_id": 1,
        "title": "Create documentation",
        "owner_id": null,
        "closed_at": null,
        "start_date": "2018-08-21T05:44:30Z",
        "status": 1,
        "user_id": 10000949448,
        "end_date": "2018-09-10T05:44:30Z",
        "parent_id": null,
        "root_id": null,
        "notify": {
            "type": "BEFORE_START_DATE",
            "value": 20,
            "time_unit": "minutes"
        },
        "has_subtasks": false
    }
}
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Update a Project Task

Attribute Type Description
title string Title of the task.Mandatory
description string Description of the task.
start_date datetime Start date of the task.
end_date datetime End date of the task.
owner_id number Owner of the task.
status number Current Status of the task.
notify Object Notification details for the task.
put /api/v2/projects/[project_id]/task/[id]
Sample code | Curl 
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curl -v -u api_key:X -H "Content-Type:application/json" -X PUT -d 
'{ "title":"Gather/Validate Requirements", "start_date":"2019-02-07T00:00:00.000+05:30", "end_date":"2019-02-10T00:00:00.000+05:30", "status":1}' 'https://domain.freshservice.com/api/v2/projects/1/tasks/1'
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{
    "task": {
        "attachments": [],
        "description": null,
        "id": 1,
        "created_at": "2019-11-04T11:56:19Z",
        "updated_at": "2019-11-04T11:56:19Z",
        "project_id": 1,
        "title": "Create documentation",
        "owner_id": null,
        "closed_at": null,
        "start_date": "2018-08-21T05:44:30Z",
        "status": 1,
        "user_id": 10000949448,
        "end_date": "2018-09-10T05:44:30Z",
        "parent_id": null,
        "root_id": null,
        "notify": {
            "type": "BEFORE_START_DATE",
            "value": 20,
            "time_unit": "minutes"
        },
        "has_subtasks": false
    }
}
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View a Project Task

get /api/v2/projects/[project_id]/tasks/[id]]
Sample code | Curl 
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curl -v -u api_key:X -X GET 'https://domain.freshservice.com/api/v2/projects/1/tasks/1'
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{
    "task": {
        "attachments": [],
        "description": null,
        "id": 1,
        "created_at": "2019-11-04T11:56:19Z",
        "updated_at": "2019-11-04T11:56:19Z",
        "project_id": 1,
        "title": "Create documentation",
        "owner_id": null,
        "closed_at": null,
        "start_date": "2018-08-21T05:44:30Z",
        "status": 1,
        "user_id": 10000949448,
        "end_date": "2018-09-10T05:44:30Z",
        "parent_id": null,
        "root_id": null,
        "notify": {
            "type": "BEFORE_START_DATE",
            "value": 20,
            "time_unit": "minutes"
        },
        "has_subtasks": false
    }
}
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List All Project Tasks

Query Parameters Handle
parent_id List the subtasks for a task.
Example: api/v2/projects/1/tasks?parent_id=10
filter Allowed filters are ['all','completed','inprogress','open','overdue','unassigned','root']
Example: /api/v2/projects/1/tasks?filter=all.
get /api/v2/projects/[id]/tasks
Sample code | Curl 
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curl -v -u api_key:X -X GET 'https://domain.freshservice.com/api/v2/projects/1/tasks'
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{
    "tasks": [
        {
            "description": null,
            "id": 2,
            "created_at": "2018-08-21T05:44:30Z",
            "updated_at": "2018-08-21T05:44:30Z",
            "project_id": 1,
            "title": "Gather/Validate Requirements",
            "owner_id": null,
            "closed_at": null,
            "start_date": "2018-08-21T05:44:30Z",
            "status": 1,
            "user_id": 10000949450,
            "end_date": "2018-09-10T05:44:30Z",
            "parent_id": null,
            "root_id": null,
            "notify": "Never",
            "has_subtasks": true
        },
        {
            "description": null,
            "id": 2,
            "created_at": "2019-11-04T11:56:19Z",
            "updated_at": "2019-11-04T11:56:19Z",
            "project_id": 1,
            "title": "Create documentation",
            "owner_id": null,
            "closed_at": null,
            "start_date": "2018-08-21T05:44:30Z",
            "status": 1,
            "user_id": 10000949448,
            "end_date": "2018-09-10T05:44:30Z",
            "parent_id": null,
            "root_id": null,
            "notify": {
                "type": "BEFORE_START_DATE",
                "value": 20,
                "time_unit": "minutes"
            },
            "has_subtasks": false
        }   
    ]
}
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Delete a Project Task

This API helps you delete a project task.

delete /api/v2/projects/[project_id]/tasks/[id]
Sample code | Curl 
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curl -v -u api_key:X -X DELETE 'https://domain.freshservice.com/api/v2/projects/2/tasks/1'
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Response 
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HTTP Status: 204 No Content
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Projects

Note:
The following Project APIs are for new-gen project management and these are not compatible with our legacy project management module. You can find the APIs for legacy project management here.

With the ability to create new projects from scratch or even from tickets or changes, plan all your projects within the service desk. Prioritize, manage, and track projects from the beginning till wrap-up, while associating multiple tickets, changes, or even assets to these projects.

Note:
Only users with "View or Manage Projects" privilege can access the following APIs.

Attribute Type Description
id number Unique identifier of the project.Read-Only
name string Name of the project. The maximum number of characters allowed is 255.
description string Description of the project in plain text or HTML format.
key string Project Key. The key should start with a letter followed by a combination of letters, numbers or both. The maximum length is 10 characters.
status_id number Status of the project.
priority_id number Priority of the project.
project_type number Type of the Project - Business or Software.
manager_id number User ID of the project manager.
start_date date Start date of the project. The acceptable format is yyyy-mm-dd.
end_date date End date of the project. The acceptable format is yyyy-mm-dd.
visibility number Visibility of the project - Public / Private.
sprint_duration number Sprint duration in days for the project.
custom_fields dictionary Key value pairs containing the names and values of custom fields. Read more here.
archived boolean Denotes whether a project is archived or not. Read-Only
created_at datetime Date and time of project creation. Read-Only
updated_at datetime Date and time at which the project was last updated. Read-Only

Project Properties

Every project uses certain fixed numerical values to denote its Status and Priority. These numerical values along with their meanings are given below.

Status Value
Yet to start 1
In Progress 2
Completed 3
Priorities Value
Low 1
Medium 2
High 3
Urgent 4
Project Type Value
Software Project 0
Business Project 1
Visibility Value
0 Private
1 Public

Create a Project

This API helps you create a new project in your service desk

Attribute Type Description
name string Name of the project. The maximum number of characters allowed is 255.Mandatory
description string Description of the project in plain text or HTML format.
project_type number Type of the project.Mandatory
key string Project Key. The key should start with a letter followed by a combination of letters, numbers or both. The maximum length is 10 characters. Without the key value, a default key will be created from the project name.
status_id number The status value is set to "Yet to start".Read-Only
priority_id number Priority of the project. The default priority is 'Medium' (Value = 2).
manager_id number User ID of the project manager. The default value is of the person creating the project.
start_date date Start date of the project. The acceptable format is yyyy-mm-dd. The default value is the project creation date.
end_date date End date of the project. The acceptable format is yyyy-mm-dd. The default value is the project creation date + 10 days.
visibility number Visibility of the project - Public / Private. The default visibility is 'Public' (Value = 1).
sprint_duration number Sprint duration in days for the project. The default value is 14.
custom_fields dictionary Key value pairs containing the names and values of custom fields. Read more here.
project_template_id number Project template being used.
post /api/v2/pm/projects
OAuth 2.0 Scope
freshservice.projects.manage
Sample code | Curl 
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curl -v -u api_key:X -H "Content-Type: application/json" -d '{ "name": "Intranet Site Development", "key": "SP3", "description": "<div>Project for Intranet Site Development</div>", "priority_id": 2, "sprint_duration": 14, "project_type": 0, "start_date": "2021-04-01", "end_date": "2021-06-30", "visibility": 1, "manager_id": 43423, "custom_fields": { "custom_text": "This is a custom text box" } }' -X POST 'https://domain.freshservice.com/api/v2/pm/projects'
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{
  "project": {
    "id": 1,
    "name": "Intranet Site Development",
    "key": "SP3",
    "description": "<div>Project for Intranet Site Development</div>",
    "priority_id": 2,
    "sprint_duration": 14,
    "project_type": 0,
    "start_date": "2021-04-01",
    "end_date": "2021-06-30",
    "archived": false,
    "visibility": 1,
    "manager_id": 43423,
    "created_at": "2021-04-01T07:16:45Z",
    "updated_at": "2021-04-01T07:16:45Z",
    "custom_fields": {
      "custom_text": "This is a custom text box"
    }
  }
}
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Create a Project With Attachment

Note:
1. This API request must have its Content-Type set to multipart/form-data.

Sample code | Curl 
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curl -v -u api_key:X -F 'attachments[]=@/Users/user/Desktop/api_attach.png' -F 'name=Intranet Site Development' -F 'description=Project for Intranet Site Development' -F 'project_type=0' -X POST 'https://domain.freshservice.com/api/v2/pm/projects'
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{
  "project": {
    "id": 1,
    "name": "Intranet Site Development",
    "key": "ISD",
    "description": "<div>Project for Intranet Site Development</div>",
    "priority_id": 1,
    "sprint_duration": 14,
    "project_type": 0,
    "start_date": null,
    "end_date": null,
    "archived": false,
    "attachments": [
      {
        "id": 25634,
        "content_type": "application/png",
        "attachment_url": "https://domain.freshrelease.com/documents/25634",
        "size": 552562,
        "name": "api_attach.png",
        "created_at": "2024-05-14T12:04:38.000Z",
        "updated_at": "2024-05-14T12:04:38.000Z"
      }
    ],
    "visibility": 1,
    "manager_id": 43423,
    "created_at": "2021-04-01T07:16:45Z",
    "updated_at": "2021-04-01T07:16:45Z",
    "custom_fields": {}
  }
}
EXPAND ↓

Update a Project

This API lets you update the properties of a project.

Attribute Type Description
name string Name of the project. The maximum number of characters allowed is 255.
key string Project Key. The key should start with a letter followed by a combination of letters, numbers or both. The maximum length is 10 characters.
description string Description of the project in plain text or HTML format.
status_id number Status of the project.
priority_id number Priority of the project.
manager_id number User ID of the project manager.
start_date date Start date of the project. The acceptable format is yyyy-mm-dd.
end_date date End date of the project. The acceptable format is yyyy-mm-dd.
visibility number Visibility of the project - Public / Private.
sprint_duration number Sprint duration in days for the project.
custom_fields dictionary Key value pairs containing the names and values of custom fields. Read more here.
put /api/v2/pm/projects/[id]
OAuth 2.0 Scope
freshservice.projects.manage
Sample code | Curl 
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curl -v -u api_key:X -H "Content-Type:application/json" -X PUT -d 
'{ "name": "Intranet Site Development 3", "description": "<div>Project for Intranet Site Development</div>", "key": "SP3", "status_id": 2, "priority_id": 2, "manager_id": 43423, "start_date": "2021-04-01", "end_date": "2021-06-30", "visibility": 1, "sprint_duration": 14, "custom_fields": { "custom_text": "This is a custom text box" } }' 'https://domain.freshservice.com/api/v2/pm/projects/1'
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Response 
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{
    "project": {
      "id": 1,
      "name": "Intranet Site Development",
      "key": "SP3",
      "description": "<div>Project for Intranet Site Development</div>",
      "status_id": 1,
      "priority_id": 2,
      "sprint_duration": 14,
      "project_type": 0,
      "start_date": "2021-04-01",
      "end_date": "2021-06-30",
      "archived": false,
      "visibility": 1,
      "manager_id": 43423,
      "created_at": "2021-04-01T07:16:45Z",
      "updated_at": "2021-07-01T07:16:45Z",
      "custom_fields": {
        "custom_text": "This is a custom text box"
      }
    }
  }
EXPAND ↓

Update a Project With Attachment

Note:
1. This API request must have its Content-Type set to multipart/form-data.

Sample code | Curl 
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curl -v -u api_key:X -F 'attachments[]=@/Users/user/Desktop/api_attach.png' -F 'name=Intranet Site Development 3' -F 'description=Project for Intranet Site Development 3' -X PUT 'https://domain.freshservice.com/api/v2/pm/projects/1'
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Response 
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{
  "project": {
    "id": 1,
    "name": "Intranet Site Development 3",
    "key": "ISD",
    "description": "<div>Project for Intranet Site Development 3</div>",
    "priority_id": 1,
    "sprint_duration": 14,
    "project_type": 0,
    "start_date": null,
    "end_date": null,
    "archived": false,
    "attachments": [
      {
        "id": 25634,
        "content_type": "application/png",
        "attachment_url": "https://domain.freshrelease.com/documents/25634",
        "size": 552562,
        "name": "api_attach.png",
        "created_at": "2024-05-14T12:04:38.000Z",
        "updated_at": "2024-05-14T12:04:38.000Z"
      }
    ],
    "visibility": 1,
    "manager_id": 43423,
    "created_at": "2021-04-01T07:16:45Z",
    "updated_at": "2021-04-01T07:16:45Z",
    "custom_fields": {}
  }
}
EXPAND ↓

View a Project

This API lets you view the details of a project.

get /api/v2/pm/projects/[id]
OAuth 2.0 Scope
freshservice.projects.view
Sample code | Curl 
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curl -v -u api_key:X -X GET 'https://domain.freshservice.com/api/v2/pm/projects/1'
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{
  "project": {
    "id": 1,
    "name": "Intranet Site Development",
    "key": "SP3",
    "description": "<div>Project for Intranet Site Development</div>",
    "status_id": 1,
    "priority_id": 2,
    "sprint_duration": 14,
    "project_type": 0,
    "start_date": "2021-04-01",
    "end_date": "2021-06-30",
    "archived": false,
    "visibility": 1,
    "manager_id": 43423,
    "created_at": "2021-04-01T07:16:45Z",
    "updated_at": "2021-07-01T07:16:45Z",
    "custom_fields": {
      "custom_text": "This is a custom text box"
    }
  }
}
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List All Projects

This API lists all the open and completed projects accessible to you. You can embed additional parameters in the handle to filter specific projects.

Query Parameters Type Handle
filter string Filter projects based on given value. The filters available are ['completed', 'incomplete', 'archived', 'open', 'in_progress']. By default open and completed projects are listed. 'Incomplete' will display all open and in progress projects.
Example: api/v2/pm/projects?filter=completed
page number The page number to retrieve.
Example: api/v2/pm/projects?page=1
per page number The number of entries to retrieve in each page of a paginated list. The default value is 30 and the maximum value is 100.
Example: api/v2/pm/projects?per_page=20
get /api/v2/pm/projects
OAuth 2.0 Scope
freshservice.projects.view
Sample code | Curl 
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curl -v -u api_key:X -X GET 'https://domain.freshservice.com/api/v2/pm/projects'
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{
  "projects": [
    {
      "id": 1,
      "name": "Intranet Site Development",
      "key": "SP3",
      "description": "<div>Project for Intranet Site Development</div>",
      "status_id": 2,
      "priority_id": 2,
      "sprint_duration": 14,
      "project_type": 0,
      "start_date": "2021-04-01",
      "end_date": "2021-06-30",
      "archived": false,
      "visibility": 1,
      "manager_id": 43423,
      "created_at": "2021-04-01T07:16:45Z",
      "updated_at": "2021-07-01T07:16:45Z",
      "custom_fields": {
        "custom_text": "This is a custom text box"
      }
    }
  ]
}
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Delete a Project

This API lets you permanently delete a project. Deleted projects cannot be restored.

delete /api/v2/pm/projects/[id]
OAuth 2.0 Scope
freshservice.projects.manage
Sample code | Curl 
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curl -v -u api_key:X -X DELETE 'https://domain.freshservice.com/api/v2/pm/projects/2'
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Response 
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HTTP Status: 204 No Content
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Archive a Project

Note: Archived projects are not permanently lost. You can retrieve them using the Restore Project API.

post /api/v2/pm/projects/[id]/archive
OAuth 2.0 Scope
freshservice.projects.manage
Sample code | Curl 
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curl -v -u api_key:X -X POST 'https://domain.freshservice.com/api/v2/pm/projects/1/archive'
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Response 
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HTTP Status: 200 OK
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Restore a Project

You can restore an archived project using this API.

post /api/v2/pm/projects/[id]/restore
OAuth 2.0 Scope
freshservice.projects.manage
Sample code | Curl 
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curl -v -u api_key:X -H "Content-Type: application/json" -X POST -d '' 'https://domain.freshservice.com/api/v2/pm/projects/1/restore'
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Response 
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HTTP Status: 200 OK
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View Project Fields

Attribute Description
label Display name of the field (as seen by project members).
name Name of the field.
type Indicates if the field is a text, number, date, paragraph, checkbox,or dropdown. For default fields, the term ‘default’ is prefixed to the field name.
default Set to true if the field is a default field.
choices List of values supported by the field.
mandatory Set to true if the field is mandatory.
get /api/v2/pm/project-fields
OAuth 2.0 Scope
freshservice.projects.fields.view
Sample code | Curl 
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curl -v -u api_key:X -X GET 'https://domain.freshservice.com/api/v2/pm/project-fields'
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{
  "project_fields": [
    {
      "label": "Name",
      "name": "name",
      "type": "default_name",
      "default": true,
      "choices": [],
      "mandatory": true,
      "created_at": "2022-07-12 16:55:52",
      "updated_at": "2022-07-12 16:55:52"
    },
    {
      "label": "Description",
      "name": "description",
      "type": "default_description",
      "default": true,
      "choices": [],
      "mandatory": false,
      "created_at": "2022-07-12 16:55:52",
      "updated_at": "2022-07-12 16:55:52"
    } 
  ]
}
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View Project Templates

Retrieve all custom project templates created in your account.

Attribute Description
name Name of the template
id Template ID
description Description of the template
template_type Template type i.e 0 for Software, 1 for Business
visibility Visibility of the template i.e. visible only to project members or to everyone
created_at Date created at
updated_at Date updated at
get /api/v2/pm/project_templates
OAuth 2.0 Scope
freshservice.projects.view
Sample code | Curl 
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curl -v -u api_key:X -X GET 'https://domain.freshservice.com/api/v2/pm/project_templates'
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{
    "project_templates": [
      {
        "id": 1,
        "name": "Customer Onboarding template",
        "description": "Help your customers onboard easily to your platform and track all tasks involved using this template.",
        "template_type": 1,
        "visibility": 1,
        "created_at": "2023-08-03T08:35:03.000Z",
        "updated_at": "2023-08-03T08:46:50.000Z"
      }
    ]
  }
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Add Members

This API allows you to add one or more members to a project.

Note:
This is an asynchronous operation and is performed using background jobs. The response of the api contains the job id, which can be used to query the status of the job.

Attribute Type Description
id number ID of the project.
email string email address of the user.Mandatory
role string Project Key. The key should start with a letter followed by a combination of letters, numbers or both. The maximum length is 10 characters. Without the key value, a default key will be created from the project name.
post /api/v2/pm/projects/[id]/members
OAuth 2.0 Scope
freshservice.projects.manage
Sample code | Curl 
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curl -v -u api_key:X -H "Content-Type: application/json" -d '{ "members": [{ "email": "alex@xyz.com", "role": 1 }, { "email": "angela@xyz.com" }, { "email": "abc@xyz.com", role: 2 }] }' -X POST 'https://domain.freshservice.com//api/v2/pm/projects/1/members'
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{
  "scheduled_process_status": "https://abc.freshservice.com/api/v2/pm/jobs/82b92270-0ce0-4027-8ed1-41162239833d"
}
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Background Jobs API

Background Jobs api can be used to query the status of the background job. What various "status" values indicate is represented in the below table

Status Comments
queued Job is queued and ready to be executed
in progress Job execution started
partial Job completed. Few relationships created successfully, but few failed
success Job completed. All relationships are created
failed Job completed. No relationships are created
Sample code | Curl 
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curl -v -u api_key:X -H "Content-Type: application/json" -X GET 'https://domain.freshservice.com/api/v2/jobs/25cf5d0b-b2cd-4224-9715-bd48cb89896d'
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{
    "members": [
        {
            "http_code": 204,
            "success": true,
            "email": "alex@xyz.com"
        },
        {
            "http_code": 204,
            "success": true,
            "email": "angela@xyz.com"
        }
        {
            "http_code": 422,
            "errors": {
              "code": "invalid_role",
              "http_code": 422,
              "message": "Account admin should be project admin"
            },
            "success": false,
            "email": "abc@xyz.com"
        }
    ],
    "status": "partial"
  }
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Create Associations

This API allows you to associate a Project with specific Tickets, Problems, Changes or Assets.

Attribute Type Description
ids array of numbers Unique ID(s) of the Ticket/Problem/Change/Asset being associatedMandatory
module_name string Name of the module being associated with. This can be Tickets, Problems, Changes or Assets.Mandatory
project_id number Unique ID of the projectMandatory
post /api/v2/pm/projects/[project_id]/[module_name]
OAuth 2.0 Scope
freshservice.projects.manage
Sample code | Curl 
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curl -v -u api_key:X -H "Content-Type: application/json" -d '{ "ids":[1,2] }' -X POST 'https://domain.freshservice.com/api/v2/pm/projects/1/tickets'
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[
  {
      "id": 1,
      "http_code": 201
  },
  {
      "id": 2,
      "http_code": 201
  }
]
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View Associations

This API allows you to delete an association of a project.

Attribute Type Description
module_name string Name of the module for which associations need to be viewed. This can be Tickets, Problems, Changes or Assets.Mandatory
project_id number Unique ID of the projectMandatory
get /api/v2/pm/projects/[project_id]/[module_name]
OAuth 2.0 Scope
freshservice.projects.view
Sample code | Curl 
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curl -v -u api_key:X -X GET 'https://domain.freshservice.com/api/v2/pm/projects/1/tickets'
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{
  "tickets": [
    {
      "subject": "Test ticket 1",
      "responder_id": 1,
      "due_by": "2024-05-23T15:41:37+05:30",
      "priority": 1,
      "impact": 1,
      "urgency": 1,
      "id": 1,
      "description_text": "Test Ticket",
      "status": "Open"
    }
  ]
}
EXPAND ↓

Delete Association

This API allows you to delete an association of a project.

Attribute Type Description
id number Unique ID of the Ticket/Problem/Change/AssetMandatory
module_name string Name of the module. This can be Tickets, Problems, Changes or Assets.Mandatory
project_id number Unique ID of the projectMandatory
delete /api/v2/pm/projects/[project_id]/[module_name]/[id]
OAuth 2.0 Scope
freshservice.projects.manage
Sample code | Curl 
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curl -v -u api_key:X -X DELETE 'https://domain.freshservice.com/api/v2/pm/projects/1/tickets/1'
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Response 
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HTTP Status: 204 No Content
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Delete Attachment of a Project

This API allows you to delete an attachment of a project.

delete /api/v2/pm/projects/[project_id]/attachments/[id]
Sample code | Curl 
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curl -v -u api_key:X -X DELETE 'https://domain.freshservice.com/api/v2/projects/1/attachments/1'
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Response 
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HTTP Status: 204 No Content
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Projects Tasks

Note:
Following Project Task APIs are for new-gen project management and these are not compatible with our legacy project management module. You can find the task APIs for legacy project management here.

Manage projects by organizing them into tasks and nested subtasks, and easily assign them to individual owners. Collaborate and discuss, attach files for context, view dependencies, and use the activity log to monitor progress.

Note:
Only users with "View or Manage Projects" privilege can access the following APIs.

Attribute Type Description
id number Unique ID of the task. Read-Only
title string Title of the task.
description string Description of the task in plain text or HTML format.
type_id number ID of the task type. Examples of task types are epic, user story, etc. It can be obtained from here.
reporter_id number User ID of the person who reported the task.
assignee_id number User ID of the person to whom the task is assigned.
planned_start_date datetime Planned start date of the task. The acceptable format is yyyy-mm-ddThh:mm:ssZ.
planned_end_date datetime Planned end date of the task. The acceptable format is yyyy-mm-ddThh:mm:ssZ.
planned_effort string Planned effort of the task. The acceptable format is '1w 2d 3h 4m'.
planned_duration string Planned duration of the task. It is the difference between the planned end and start dates. The acceptable format is ‘1w 2d 3h 4m’.
status_id number Status of the task. The id can be obtained from here.
priority_id number Priority of the task. The id can be obtained here.
parent_id number ID of the parent task (if this field is applicable). In the case of subtasks, it is the ID of the parent task it is a part of. In the case of standard tasks, it is the ID of the Epic/Task_List it is a part of. The id can be obtained here.
story_points number Story Points of the task (if this field is applicable).
sprint_id number ID of the sprint this task should be a part of (if this field is applicable). It can be obtained from here.
version_id number ID of the version this task is a part of (if this field is applicable). It can be obtained from here.
custom_fields dictionary Key value pairs containing the names and values of custom fields. Read more here.
created_at datetime Date and time when the task was created. Read-Only
updated_at datetime Date and time when the task was last updated. Read-Only

Create a Project Task

This API lets you create a project task.

Attribute Type Description
title string Name of the task.Mandatory
description string Description of the task in plain text or HTML format.
type_id number The type of task to be created . Examples of task types are epic, user story, etc. The id can be obtained from here.Mandatory
reporter_id number User ID of the person who reported the task. The default value is of the person creating the task.
assignee_id number User ID of the person to whom the task is to be assigned.
planned_start_date datetime Planned start date of the task. The acceptable format is yyyy-mm-ddThh:mm:ssZ.
planned_end_date datetime Planned end date of the task. The acceptable format is yyyy-mm-ddThh:mm:ssZ.
planned_effort string Planned effort of the task. The acceptable format is '1w 2d 3h 4m'.
status_id number Status of the task. The id can be obtained from here. The default status is "Open".
priority_id number Priority of the task. The id can be obtained from here.
parent_id number ID of the parent task (if this field is applicable).
In the case of subtasks, it is the ID of the parent task it is a part of.
In the case of standard tasks, it is the ID of the Epic/Task_List it is a part of.
story_points number Story Points of the task (if this field is applicable).
sprint_id number ID of the sprint this task should be a part of (if this field is applicable). It can be obtained from here.
version_id number ID of the version this task is a part of (if this field is applicable). It can be obtained from here.
custom_fields dictionary Key value pairs containing the names and values of custom fields. Read more here.
post /api/v2/pm/projects/[id]/tasks
OAuth 2.0 Scope
freshservice.projects.tasks.create
Sample code | Curl 
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curl -v -u api_key:X -H "Content-Type:application/json" -X POST -d 
'{ "title": "Clear backlog", "description": "Clear backlog", "status_id": 1, "priority_id": 4567, type_id": 456789, "assignee_id": 984793, "planned_start_date": "2021-06-11T07:16:45Z", "planned_end_date": "2021-06-20T07:16:45Z", "planned_effort": null, "parent_id": 34534, "story_points": 1, "reporter_id": 789621, "sprint_id": 7892913, "version_id": 789271, "custom_fields": { "custom_text": "This is a custom text box" } }' 'https://domain.freshservice.com/api/v2/pm/projects/1/tasks'
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{
    "task": {
      "id": 1,
      "title": "Clear backlog",
      "project_id": 1,
      "description": "Clear backlog",
      "status_id": 1,
      "priority_id": 4567,
      "reporter_id": 789621,
      "created_at": "2021-06-14T07:16:45.000Z",
      "updated_at": "2021-06-14T07:16:45.000Z",
      "display_key": "FS-1",
      "planned_start_date": "2021-06-11T07:16:45.000Z",
      "type_id": 456789,
      "assignee_id": 984793,
      "planned_end_date": "2021-06-20T07:16:45.000Z",
      "planned_effort": null,
      "custom_fields": {
        "custom_text": "This is a custom text box"
      },
      "version_id": 789271,
      "parent_id": 34534,
      "story_points": 5,
      "sprint_id": 7892913
    }
  }
EXPAND ↓

Create a Task With Attachment

Note:
1. This API request must have its Content-Type set to multipart/form-data.

Sample code | Curl 
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curl -v -u api_key:X -F 'attachments[]=@/Users/user/Desktop/api_attach.png' -F 'title=Clear backlog' -F 'description=Clear backlog' -F 'type_id=456789' -X POST 'https://domain.freshservice.com/api/v2/pm/projects/1/tasks'
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{
    "task": {
      "id": 1,
      "title": "Clear backlog",
      "project_id": 1,
      "description": "Clear backlog",
      "status_id": 1,
      "priority_id": 4567,
      "reporter_id": null,
      "created_at": "2021-06-14T07:16:45.000Z",
      "updated_at": "2021-06-14T07:16:45.000Z",
      "display_key": "FS-1",
      "planned_start_date": null,
      "type_id": 456789,
      "assignee_id": null,
      "planned_end_date": null,
      "planned_effort": null,
      "custom_fields": {},
      "attachments": [
        {
          "id": 25634,
          "content_type": "application/png",
          "attachment_url": "https://domain.freshrelease.com/documents/25634",
          "size": 552562,
          "name": "api_attach.png",
          "created_at": "2024-05-14T12:04:38.000Z",
          "updated_at": "2024-05-14T12:04:38.000Z"
        }
      ],
      "version_id": null,
      "parent_id": null,
      "story_points": null,
      "sprint_id": null
    }
  }
EXPAND ↓

Update a Project Task

This API lets you update a project task

Attribute Type Description
title string Name of the task.
description string Description of the task in plain text or HTML format.
assignee_id number User ID of the person to whom the task is to be assigned.
planned_start_date datetime Planned start date of the task. The acceptable format is yyyy-mm-ddThh:mm:ssZ.
planned_end_date datetime Planned end date of the task. The acceptable format is yyyy-mm-ddThh:mm:ssZ.
planned_effort string Planned effort of the task. The acceptable format is '1w 2d 3h 4m'.
planned_duration string It is the difference between the planned end and start dates. The acceptable format is '1w 2d 3h 4m'. If only duration is updated, it will update the planned end date of the task as well. If both duration and planned end date are updated, preference will be given to the planned end date value.
status_id number Status of the task. The id can be obtained from here.
priority_id number Priority of the task. The id can be obtained from here.
parent_id number ID of the parent task (if this field is applicable). In the case of subtasks, it is the ID of the parent task it is a part of. In the case of standard tasks, it is the ID of the Epic/Task_List it is a part of. The id can be obtained here.
story_points number Story Points of the task (if this field is applicable).
sprint_id number ID of the sprint this task should be a part of (if this field is applicable). It can be obtained from here.
version_id number ID of the version this task is a part of (if this field is applicable). It can be obtained from here.
custom_fields dictionary Key value pairs containing the names and values of custom fields. Read more here.
put /api/v2/pm/projects/[project_id]/task/[id]
OAuth 2.0 Scope
freshservice.projects.tasks.edit
Sample code | Curl 
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curl -v -u api_key:X -H "Content-Type:application/json" -X PUT -d 
'{ "title": "Clear backlog", "description": "Clear backlog", "status_id": 1, "priority_id": 4567, "assignee_id": 984793, "planned_start_date": "2021-06-11T07:16:45Z", "planned_end_date": "2021-06-20T07:16:45Z", , "planned_effort": null, "duration": "1w 3d", "parent_id": 34534,  "story_points": 1, "sprint_id": 7892913, "version_id": 789271, "custom_fields": { "custom_text": "This is a custom text box" } }' 'https://domain.freshservice.com/api/v2/pm/projects/1/tasks/1'
EXPAND ↓
Response 
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{
  "task": {
    "id": 1,
    "title": "Clear backlog",
    "project_id": 1,
    "description": "Clear backlog",
    "status_id": 1,
    "priority_id": 4567,
    "reporter_id": 789621,
    "created_at": "2021-06-14T07:16:45.000Z",
    "updated_at": "2021-06-14T07:16:45.000Z",
    "display_key": "FS-1",
    "planned_start_date": "2021-06-11T07:16:45.000Z",
    "type_id": 456789,
    "assignee_id": 984793,
    "planned_end_date": "2021-06-20T07:16:45.000Z",
    "planned_effort": “2d”,
    "planned_duration": "1w 3d",
    "custom_fields": {
      "custom_text": "This is a custom text box"
    },
    "version_id": 789271,
    "parent_id": 34534,
    "story_points": 5,
    "sprint_id": 7892913
    }
}
EXPAND ↓

Update a Task With Attachment

Note:
1. This API request must have its Content-Type set to multipart/form-data.

Sample code | Curl 
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curl -v -u api_key:X -F 'attachments[]=@/Users/user/Desktop/api_attach.png' -F 'title=Clearing backlog' -X PUT 'https://domain.freshservice.com/api/v2/pm/projects/1/tasks'
EXPAND ↓
Response 
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{
    "task": {
      "id": 1,
      "title": "Clearing backlog",
      "project_id": 1,
      "description": "Clear backlog",
      "status_id": 1,
      "priority_id": 4567,
      "reporter_id": null,
      "created_at": "2021-06-14T07:16:45.000Z",
      "updated_at": "2021-06-14T07:16:45.000Z",
      "display_key": "FS-1",
      "planned_start_date": null,
      "type_id": 456789,
      "assignee_id": null,
      "planned_end_date": null,
      "planned_effort": null,
      "custom_fields": {},
      "attachments": [
        {
          "id": 25634,
          "content_type": "application/png",
          "attachment_url": "https://domain.freshrelease.com/documents/25634",
          "size": 552562,
          "name": "api_attach.png",
          "created_at": "2024-05-14T12:04:38.000Z",
          "updated_at": "2024-05-14T12:04:38.000Z"
        }
      ],
      "version_id": null,
      "parent_id": null,
      "story_points": null,
      "sprint_id": null
    }
  }
EXPAND ↓

View a Project Task

This API lets you view the details of a project task

get /api/v2/pm/projects/[project_id]/tasks/[id]
OAuth 2.0 Scope
freshservice.projects.view
Sample code | Curl 
1
curl -v -u api_key:X -X GET 'https://domain.freshservice.com/api/v2/pm/projects/1/tasks/1'
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Response 
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{
    "task": {
        "id": 1,
        "title": "Clear backlog",
        "project_id": 1,
        "description": "Clear backlog",
        "status_id": 1,
        "priority_id": 4567,
        "reporter_id": 789621,
        "created_at": "2021-06-14T07:16:45.000Z",
        "updated_at": "2021-06-14T07:16:45.000Z",
        "display_key": "FS-1",
        "planned_start_date": "2021-06-11T07:16:45.000Z",
        "type_id": 456789,
        "assignee_id": 984793,
        "planned_end_date": "2021-06-20T07:16:45.000Z",
        "planned_effort": null,
        "planned_duration": "1w 3d",
        "custom_fields": {
           "custom_text": "This is a custom text box"
        },
        "version_id": 789271,
        "parent_id": 34534,
        "story_points": 5,
        "sprint_id": 7892913
    }
}
EXPAND ↓

List All Project Tasks

You can use this API to list all the tasks of a project. To view only specific tasks, you can use the below parameters.

Query Parameters Type Handle
filter string Allowed filters are ['open','unresolved']. By default all the open and completed project tasks are listed.
Example: /api/v2/pm/projects/1/tasks?filter=all
page number The page number to retrieve.
Example: api/v2/pm/projects/1/tasks?page=1
per page number The number of entries to retrieve in each page of a paginated list. The default value is 30 and the maximum value is 100.
Example: api/v2/pm/projects/1/tasks?per_page=20
get /api/v2/pm/projects/[id]/tasks
OAuth 2.0 Scope
freshservice.projects.view
Sample code | Curl 
1
curl -v -u api_key:X -X GET 'https://domain.freshservice.com/api/v2/projects/1/tasks'
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Response 
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{
  "tasks": [
    {
      "id": 1,
      "title": "Clear backlog",
      "project_id": 1,
      "description": "Clear backlog",
      "status_id": 1,
      "priority_id": 4567,
      "reporter_id": 789621,
      "created_at": "2021-06-14T07:16:45.000Z",
      "updated_at": "2021-06-15T07:16:45.000Z",
      "display_key": "FS-1",
      "planned_start_date": "2021-06-11T07:16:45.000Z",
      "type_id": 456789,
      "assignee_id": 984793,
      "planned_end_date": "2021-06-20T07:16:45.000Z",
      "planned_effort": "1d",
      "planned_duration": "1w 3d",
      "custom_fields": {
        "custom_text": "This is a custom text box"
      },
      "version_id": 789271,
      "parent_id": 34534,
      "story_points": 5,
      "sprint_id": 7892913
    }
  ]
}
EXPAND ↓

Filter All Project Tasks

Get a list of tasks matching the specified task fields.

Note:
1. The query must be URL encoded.
2. Query can be framed using the task field name in snake case, which can be obtained from supported task fields. Task Fields are case sensitive.
3. Query string must be enclosed between a pair of double quotes and can have up to 512 characters.
4. Logical operators AND, OR along with parentheses () can be used to group conditions.
5. Relational operators greater than or equal to :> and less than or equal to :< can be used along with date fields.
6. Input for date fields should be in UTC Format.
7. The number of objects returned per page is 30 also the total count of the results will be returned along with the result.
8. To scroll through the pages add page parameter to the URL.

Query Parameters Type Handle
query string MandatoryQuery string must be enclosed between a pair of double quotes and can have up to 512 characters.
Example: /api/v2/pm/projects/1/tasks/filter?query="priority_id: 1 AND status_id: 2"
page number The page number to retrieve.
Example: api/v2/pm/projects/1/tasks/filter?query="status_id:3%20OR%20status_id:4"&page=2

Supported Task Fields

Field Type Description
version_idnumberID of the version this task is a part of
sprint_id number ID of the sprint this task should be a part of
priority_id number Priority of the task
status_idnumber Status of the task
type_id number Id of the task type
assignee_id number User ID of the person to whom the task is assigned
reporter_id number User ID of the person who reported the task
created_atdate Task creation date (YYYY-MM-DD)

Note:
Queries can be combined using AND or OR.
https://domain.freshservice.com/api/v2/pm/projects/{id}/tasks/filter?query="priority_id: 1 AND status_id: 2"
Supported operators
1. priority_id: 1 (priority_id equal to 1)
2. created_at:> '2024-01-01' (created_at greater than or equal to '2024-01-01')
3. created_at:< '2023-01-01' (created_at less than or equal to '2023-01-01')
Formatting
1. String fields to be enclosed in single quotes ('')
2. Number fields to be given as number without quotes.
3. Date and date_time fields to be enclosed in single quotes('yyyy-mm-dd')
4. only :> and :< are supported for date and date_time fields. Both fields expect input in the same format as 'yyyy-mm-dd'

get /api/v2/pm/projects/[id]/tasks/filter?query=[query]
OAuth 2.0 Scope
freshservice.projects.view
Sample code | Curl 
1
curl -v -u api_key:X -X GET 'https://domain.freshservice.com/api/v2/pm/projects/1/tasks/filter?query="priority:4567"'
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Response 
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{
  "tasks": [
    {
      "id": 1,
      "title": "Clear backlog",
      "project_id": 1,
      "description": "Clear backlog",
      "status_id": 1,
      "priority_id": 4567,
      "reporter_id": 789621,
      "created_at": "2021-06-14T07:16:45.000Z",
      "updated_at": "2021-06-15T07:16:45.000Z",
      "display_key": "FS-1",
      "Planned_start_date": "2021-06-11T07:16:45.000Z",
      "type_id": 456789,
      "assignee_id": 984793,
      "planned_end_date": "2021-06-20T07:16:45.000Z",
      "Planned_effort": "1d",
      "planned_duration": "1w 3d",
      "custom_fields": {
        "custom_text": "This is a custom text box"
      },
      "version_id": 789271,
      "parent_id": 34534,
      "story_points": 5,
      "sprint_id": 7892913
    }
  ],
  "total": 2
}
EXPAND ↓
Additional examples

1. Get the list of Urgent and High priority tasks ('priority_id:4 OR priority_id:3')

1
 curl -v -u api_key:X -X GET 'https://domain.freshservice.com/api/v2/pm/projects/1/tasks/filter?query="priority_id:4%20OR%20priority_id:3"'
EXPAND ↓

2. Get the second page of Open and In Progress tasks ('status_id:3 OR status_id:4')

1
 curl -v -u api_key:X -X GET 'https://domain.freshservice.com/api/v2/pm/projects/1/tasks/filter?query="status_id:3%20OR%20status_id:4"&page=2'
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3. Get the list of Urgent priority tasks created after a particular day ('priority_id:4 AND created_at:>'2021-01-01')

1
 curl -v -u api_key:X -X GET 'https://domain.freshservice.com/api/v2/pm/projects/1/tasks/filter?query="priority_id%3A%203%20AND%20created_at%3A%3E%272020-01-01%27"'
EXPAND ↓

4. Get the list of Urgent priority tasks created after a particular day with time included ('priority_id:4 AND created_at:>'2021-01-01T09:46:02Z')

1
 curl -v -u api_key:X -X GET 'https://domain.freshservice.com/api/v2/pm/projects/1/tasks/filter?query="priority_id%3A%203%20AND%20created_at%3A%3E%272020-01-01T09:46:02Z%27"'
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Delete a Project Task

This API helps you delete a project task. Deleted tasks cannot be restored.

delete /api/v2/pm/projects/[project_id]/tasks/[id]
OAuth 2.0 Scope
freshservice.projects.tasks.delete
Sample code | Curl 
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curl -v -u api_key:X -X DELETE 'https://domain.freshservice.com/api/v2/pm/projects/2/tasks/1'
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Response 
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HTTP Status: 204 No Content
EXPAND ↓

View Project Task Type Fields

Attribute Description
project_id ID of the project this task type is present in.
label Display name of the field (as seen by project members).
name Name of the field. This can be used in API requests.
type Indicates if the field is a text, number, date, paragraph, checkbox,or dropdown.
choices List of values supported by the field.
default Set to true if the field is a default field.
mandatory Set to true if the field is mandatory.

This API lets you list the fields of a specifc task type from your project. The ID of the task type can be obtained from this API.

get /api/v2/pm/projects/[project_id]/task-types/[type_id]/fields
OAuth 2.0 Scope
freshservice.projects.manage
Sample code | Curl 
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curl -v -u api_key:X -X GET 'https://domain.freshservice.com/api/v2/pm/projects/1/task-types/1/fields'
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Response 
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{
  "fields": [
    {
      "default": true,
      "created_at": "2022-07-02T11:16:24Z",
      "updated_at": "2022-07-02T11:16:24Z",
      "mandatory": true,
      "label": "Title",
      "name": "title",
      "choices": [],
      "type": "default_title",
      "project_id": 1
    },
    {
      "default": false,
      "created_at": "2022-07-02T11:16:24Z",
      "updated_at": "2022-07-02T11:16:24Z",
      "mandatory": true,
      "label": "Story Points",
      "name": "story_points",
      "Choices”: [“1”,”2”,”3”,”5”,”8”,”13”]
      "type": "dropdown",
      "project_id": 1
    }
  ]
}
EXPAND ↓

View Project Task Types

Attribute Description
project_id ID of the project.
id ID of task type.
name Name of the task type.
description Description of the task type.

This API lists all the task types that are present in a project.

get /api/v2/pm/projects/[project_id]/task-types
OAuth 2.0 Scope
freshservice.projects.view
Sample code | Curl 
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curl -v -u api_key:X -X GET 'https://domain.freshservice.com/api/v2/pm/projects/1/task-types'
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Response 
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{
  "task_types": [
    {
      "id": 4000016141,
      "created_at": "2021-06-14T07:16:45.000Z",
      "updated_at": "2021-06-14T07:16:45.000Z",
      "name": "epic",
      "description": "This is an epic",
      "project_id": 1
    }

  ]
}
EXPAND ↓

View Project Task Priorities

Attribute Description
project_id ID of the project.
id ID of the priority level.
name Priority level.
description Description of the priority level.

This API lists all the priority levels that have been created in a project.

get /api/v2/pm/projects/[project_id]/task-priorities
OAuth 2.0 Scope
freshservice.projects.view
Sample code | Curl 
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curl -v -u api_key:X -X GET 'https://domain.freshservice.com/api/v2/pm/projects/1/task-priorities'
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{
  "task_priorities": [
    {
      "id": 4000010774,
      "created_at": "2021-06-14T07:16:45.000Z",
      "updated_at": "2021-06-14T07:16:45.000Z",
      "name": "high",
      "description": "This is the description for High",
      "project_id": 1
    }
  ]
}
EXPAND ↓

View Project Task Statuses

Attribute Description
project_id ID of the project.
id ID of the status.
name Name of the status.
description Description of the status.
category_id Category of the status. 1 = Yet to start, 2 = Work in progress, 3 = Completed.

This API lists all the task statuses that have been defined in a project.

get /api/v2/pm/projects/[project_id]/task-statuses
OAuth 2.0 Scope
freshservice.projects.view
Sample code | Curl 
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curl -v -u api_key:X -X GET 'https://domain.freshservice.com/api/v2/pm/projects/1/task-statuses'
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{
  "task_statuses": [
    {
      "id": 4000008103,
      "created_at": "2021-06-14T07:16:45.000Z",
      "updated_at": "2021-06-14T07:16:45.000Z",
      "name": "Open",
      "description": "This is the description for Open",
      "project_id": 1,
      "category_id": 1
    }
  ]
}
EXPAND ↓

View Project Versions

Attribute Description
project_id ID of the project.
id ID of the version.
name Name of the version.
description Description of the version.
start_date Start date of the version.
due_date Due date of the version.
status_id Status of the version. 1 = Unreleased, 2 = Released.
owner_id ID of the user who owns the version.

This API lists all the versions that have been created in a project.

get /api/v2/pm/projects/[project_id]/versions
OAuth 2.0 Scope
freshservice.projects.view
Sample code | Curl 
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curl -v -u api_key:X -X GET 'https://domain.freshservice.com/api/v2/pm/projects/1/versions'
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{
  "project_versions": [
    {
      "id": 4000000056,
      "created_at": "2021-06-14T07:16:45.000Z",
      "updated_at": "2021-06-14T07:16:45.000Z",
      "name": "Version Name",
      "start_date": "2021-06-15T07:16:45.000Z",
      "due_date": "2021-07-01T07:16:45.000Z",
      "description": "This version is our next major release version",
      "status_id": 1,
      "owner_id": 7682001,
      "project_id": 1
    }
  ]
}
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View Project Sprints

Attribute Description
project_id ID of the project.
id ID of the sprint.
title Name of the sprint.
goal Goal of the sprint.
state State of the sprint [1 = Planned, 2 = Active, 3 = Completed, 0 = Deleted].
planned_start_date Planned start date entered for the sprint.
planned_end_date Planned end date entered for the sprint.

This API lists all the sprints that have been created in a project.

get /api/v2/pm/projects/[project_id]/sprints
OAuth 2.0 Scope
freshservice.projects.view
Sample code | Curl 
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curl -v -u api_key:X -X GET 'https://domain.freshservice.com/api/v2/pm/projects/1/sprints'
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Response 
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{
  "sprints": [
    {
      "id": 4000000136,
      "created_at": "2021-06-14T07:16:45Z",
      "updated_at": "2021-06-14T07:16:45Z",
      "title": "Sprint 2",
      "planned_start_date": "2021-06-14T07:16:45Z",
      "planned_end_date": "2021-06-14T07:16:45Z",
      "goal": "Sprint Goal",
      "state": 2,
      "project_id": 1
    }
  ]
}
EXPAND ↓

View Project Memberships

Attribute Description
id Memebership ID of the project.
project_id ID of the project.
user_id User ID of the project member.
access_type Access type of the user. 1 = Project Viewer, 2 = Project Editor.
manage_settings Set to "true" if the user has the permission to manage project settings.
project_manager Set to "true" if the user is the manager of the project.

This API lists all the members that are present in a project.

get /api/v2/pm/projects/[project_id]/memberships
OAuth 2.0 Scope
freshservice.projects.view
Sample code | Curl 
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curl -v -u api_key:X -X GET 'https://domain.freshservice.com/api/v2/pm/projects/1/memberships'
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Response 
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{
  "memberships": [
    {
      "id": 50653,
      "project_id": 1,
      "user_id": 4000010616,
      "access_type": 2,
      "manage_settings": true,
      "project_manager": true,
      "created_at": "2021-06-14T07:16:45.000Z",
      "updated_at": "2021-06-14T07:16:45.000Z"
    }
  ]
}
EXPAND ↓

Create Associations

This API allows you to associate a task with specific Tickets, Problems, Changes or Assets.

Attribute Type Description
ids array of numbers Unique ID(s) of the Ticket/Problem/Change/Asset being associatedMandatory
module_name string Name of the module being associated with. This can be Tickets, Problems, Changes or Assets.Mandatory
project_id number Unique ID of the projectMandatory
task_id number Unique ID of the taskMandatory
post /api/v2/pm/projects/[project_id]/tasks/[task_id]/[module_name]
OAuth 2.0 Scope
freshservice.projects.tasks.edit
Sample code | Curl 
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curl -v -u api_key:X -H "Content-Type: application/json" -d '{ "ids":[1,2] }' -X POST 'https://domain.freshservice.com/api/v2/pm/projects/1/tasks/1/tickets'
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Response 
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[
  {
      "id": 1,
      "http_code": 201
  },
  {
      "id": 2,
      "http_code": 201
  }
]
EXPAND ↓

View Associations

This API allows you to view all associations of a project task by module.

Attribute Type Description
module_name string Name of the module for which associations need to be viewed. This can be Tickets, Problems, Changes or Assets.Mandatory
project_id number Unique ID of the projectMandatory
task_id number Unique ID of the taskMandatory
get /api/v2/pm/projects/[project_id]/tasks/[task_id]/[module_name]
OAuth 2.0 Scope
freshservice.projects.view
Sample code | Curl 
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curl -v -u api_key:X -X GET 'https://domain.freshservice.com/api/v2/pm/projects/1/tasks/1/tickets'
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Response 
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{
  "tickets": [
    {
      "subject": "Test ticket 1",
      "responder_id": 1,
      "due_by": "2024-05-23T15:41:37+05:30",
      "priority": 1,
      "impact": 1,
      "urgency": 1,
      "id": 1,
      "description_text": "Test Ticket",
      "status": "Open"
    }
  ]
}
EXPAND ↓

Delete Association

This API allows you to delete an association of a project task.

Attribute Type Description
id number Unique ID of the Ticket/Problem/Change/AssetMandatory
module_name string Name of the module. This can be Tickets, Problems, Changes or Assets.Mandatory
project_id number Unique ID of the projectMandatory
task_id number Unique ID of the taskMandatory
delete /api/v2/pm/projects/[project_id]/tasks/[task_id]/[module_name]/[id]
OAuth 2.0 Scope
freshservice.projects.tasks.edit
Sample code | Curl 
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curl -v -u api_key:X -X DELETE 'https://domain.freshservice.com/api/v2/pm/projects/1/tasks/1/tickets/1'
EXPAND ↓
Response 
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HTTP Status: 204 No Content
EXPAND ↓

Create Note

This API allows you to add a note to a task.

Attribute Type Description
project_id number Unique ID of the project.Mandatory
task_id number Unique ID of the task.Mandatory
content string The content of the note.Mandatory
attachments array of attachment objects Note Attachments. The total size of these attachments cannot exceed 26 MB
post /api/v2/pm/projects/[project_id]/tasks/[id]/notes
OAuth 2.0 Scope
freshservice.projects.view
Sample code | Curl 
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curl -v -u api_key:X -H "Content-Type:application/json" -X POST -d 
'{ "content": "<p>Hi tom, Still Angry</p>" }' 'https://domain.freshservice.com/api/v2/pm/projects/1/tasks/12/notes'
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Response 
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{
    "notes": [
        {
            "id": 1,
            "body": "<p>Hi tom, Still Angry</p>",
            "task_id": 12,
            "user_email_id": "abc@freshworks.com",
            "attachments": [],
            "created_at": "2024-05-14T12:04:38.000Z",
            "updated_at": "2024-05-14T12:04:38.000Z"
        }
    ]
 }
EXPAND ↓

Create a Note With Attachment

Note:
1. This API request must have its Content-Type set to multipart/form-data.

Sample code | Curl 
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curl -v -u api_key:X -F 'attachments[]=@/Users/user/Desktop/api_attach.png' -F 'content=Hi tom, Still Angry' -X POST 'https://domain.freshservice.com/api/v2/pm/projects/1/tasks/12/notes'
EXPAND ↓
Response 
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{
    "notes": [
        {
            "id": 1,
            "body": "<p>Hi tom, Still Angry</p>",
            "task_id": 12,
            "user_email_id": "abc@freshworks.com",
            "attachments": [
                {
                    "id": 25634,
                    "content_type": "application/png",
                    "attachment_url": "https://domain.freshrelease.com/documents/25634",
                    "size": 552562,
                    "name": "api_attach.png",
                    "created_at": "2024-05-14T12:04:38.000Z",
                    "updated_at": "2024-05-14T12:04:38.000Z"
                }
            ],
            "created_at": "2024-05-14T12:04:38.000Z",
            "updated_at": "2024-05-14T12:04:38.000Z"
        }
    ]
 }
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View Notes

This API allows you to view all task notes.

Attribute Description
project_id Unique ID of the project.
id Unique ID of the task.
get /api/v2/pm/projects/[project_id]/tasks/[id]/notes
OAuth 2.0 Scope
freshservice.projects.view
Sample code | Curl 
1
curl -v -u api_key:X -X GET 'https://domain.freshservice.com/api/v2/pm/projects/1/tasks/12/notes'
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Response 
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{
      "notes": [
          {
              "id": 1,
              "body": "<p>New note</p>",
              "task_id": 12,
              "user_email_id": "abc@freshworks.com",
              "attachments": [
                  {
                      "id": 25634,
                      "content_type": "application/pdf",
                      "attachment_url": "https://domain.freshrelease.com/documents/25634",
                      "size": 552562,
                      "name": "Zoom_User_Guide.pdf",
                      "created_at": "2024-05-14T12:04:38.000Z",
                      "updated_at": "2024-05-14T12:04:38.000Z"
                  },
                  {
                      "id": 25635,
                      "content_type": "application/pdf",
                      "attachment_url": "https://domain.freshrelease.com/documents/25635",
                      "size": 2245276,
                      "name": "FW-MOBILE_User_Guide.pdf",
                      "created_at": "2024-05-14T12:06:33.000Z",
                      "updated_at": "2024-05-14T12:06:33.000Z"
                  }
              ],
              "created_at": "2024-05-14T12:04:38.000Z",
              "updated_at": "2024-05-14T12:04:38.000Z"
          }
      ]
   }
EXPAND ↓

Update Note

This API allows you to update a note.

Attribute Type Description
project_id number Unique ID of the project.Mandatory
id number Unique ID of the task.Mandatory
id number Unique ID of the note.Mandatory
content string The content of the note.Mandatory
attachments array of attachment objects Note Attachments. The total size of these attachments cannot exceed 26 MB
put /api/v2/pm/projects/[project_id]/tasks/[task_id]/notes/[id]
OAuth 2.0 Scope
freshservice.projects.view
Sample code | Curl 
1
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curl -v -u api_key:X -H "Content-Type:application/json" -X PUT -d 
'{ "content": "<p>Hi tom, Still Angry</p>" }' 'https://domain.freshservice.com/api/v2/pm/projects/1/tasks/12/notes/1'
EXPAND ↓
Response 
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{
    "notes": [
        {
            "id": 1,
            "body": "<p>Hi tom, Still Angry</p>",
            "task_id": 12,
            "user_email_id": "abc@freshworks.com",
            "attachments": [],
            "created_at": "2024-05-14T12:04:38.000Z",
            "updated_at": "2024-05-14T12:04:38.000Z"
        }
    ]
 }
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Update a Note With Attachment

Note:
1. This API request must have its Content-Type set to multipart/form-data.

Sample code | Curl 
1
curl -v -u api_key:X -F 'attachments[]=@/Users/user/Desktop/api_attach.png' -F 'content=Hi tom, Still Angry' -X PUT 'https://domain.freshservice.com/api/v2/pm/projects/1/tasks/12/notes/1'
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Response 
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{
    "notes": [
        {
            "id": 1,
            "body": "<p>Hi tom, Still Angry</p>",
            "task_id": 12,
            "user_email_id": "abc@freshworks.com",
            "attachments": [
                {
                    "id": 25634,
                    "content_type": "application/png",
                    "attachment_url": "https://domain.freshrelease.com/documents/25634",
                    "size": 552562,
                    "name": "api_attach.png",
                    "created_at": "2024-05-14T12:04:38.000Z",
                    "updated_at": "2024-05-14T12:04:38.000Z"
                }
            ],
            "created_at": "2024-05-14T12:04:38.000Z",
            "updated_at": "2024-05-14T12:04:38.000Z"
        }
    ]
 }
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Delete Note

This API allows you to delete a note.

delete /api/v2/pm/projects/[project_id]/tasks/[task_id]/notes/[id]
Sample code | Curl 
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curl -v -u api_key:X -X DELETE 'https://domain.freshservice.com/api/v2/projects/1/tasks/12/notes/1'
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Response 
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HTTP Status: 204 No Content
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Delete Attachment of a Note

This API allows you to delete an attachment of a note.

delete /api/v2/pm/projects/[project_id]/tasks/[task_id]/notes/[note_id]/attachments/[id]
Sample code | Curl 
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curl -v -u api_key:X -X DELETE 'https://domain.freshservice.com/api/v2/projects/1/tasks/12/notes/1/attachments/1'
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Response 
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HTTP Status: 204 No Content
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Delete Attachment of a Task

This API allows you to delete an attachment of a task.

delete /api/v2/pm/projects/[project_id]/tasks/[task_id]/attachments/[id]
Sample code | Curl 
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curl -v -u api_key:X -X DELETE 'https://domain.freshservice.com/api/v2/projects/1/tasks/12/attachments/1'
EXPAND ↓
Response 
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HTTP Status: 204 No Content
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Solution Category

The Solution APIs allow you to perform all activities related to the creation and publishing of solutions to your requesters. You can create, modify or delete solutions from anywhere you want using the Solutions API.

The API is divided into 3 categories:
1. Solution Category,
2. Solution Folder
3. Solution Article

Attribute Type Description
id number Unique id of the solution category Read-Only
workspace_id number ID of the workspace to which the solution category belongs. This attribute is applicable only to accounts on the Employee Support Mode.
name string Name of the solution category Mandatory
description string Description about the solution category
position number The rank of the solution category in the category listing Read-Only
default_category boolean Set as true if the category is a default one Read-Only
visible_in_portals array of numbers List of Unique portal IDs where this category is visible. Allowed only if the account is configured with multiple portals.

Create Solution Category

Use this API to create a new category of solutions.

Note:
The attribute 'workspace_id' is applicable only for accounts on the Employee Support Mode. The default value is the ID of the primary workspace of the account.

post /api/v2/solutions/categories
OAuth 2.0 Scope
freshservice.solutions.manage
Sample code | Curl 
1
curl -u api_key:X -H "Content-Type: application/json" -X POST -d '{ "name":"API", "description":"API related documents", "visible_in_portals":[1], "workspace_id": 2 }' https://domain.freshservice.com/api/v2/solutions/categories
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{
   "category":{
      "id":2,
      "created_at":"2020-03-26T14:04:01Z",
      "updated_at":"2020-03-26T14:04:01Z",
      "name":"API",
      "description":"API related documents",
      "default_category":false,
      "position":2,
      "visible_in_portals":[1],
      "workspace_id": 2
   }
}
EXPAND ↓

Update Solution Category

Use this API to update solution categories. For a list of all attributes that can be updated, look here

put /api/v2/solutions/categories/{id}
OAuth 2.0 Scope
freshservice.solutions.manage
Sample code | Curl 
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curl -u api_key:X -H "Content-Type: application/json" -X PUT -d '{ "name":"Rest API", "workspace_id": 2 }' https://domain.freshservice.com/api/v2/solutions/categories/2
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Response 
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{
  "category":{
      "id":2,
      "created_at":"2020-03-26T14:04:01Z",
      "updated_at":"2020-03-26T14:41:50Z",
      "name":"Rest API",
      "description":"API related documents",
      "default_category":false,
      "position":1,
      "visible_in_portals":[1],
      "workspace_id": 2
  }
}
EXPAND ↓

View Solution Category

To view the category available in your service desk, use this

get /api/v2/solutions/categories/{id}
OAuth 2.0 Scope
freshservice.solutions.view
Sample code | Curl 
1
curl -u api_key:X -H "Content-Type: application/json" -X GET https://domain.freshservice.com/api/v2/solutions/categories/2
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Response 
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{
  "category":{
      "id":2,
      "created_at":"2020-03-26T14:04:01Z",
      "updated_at":"2020-03-26T14:41:50Z",
      "name":"Rest API",
      "description":"API related documents",
      "default_category":false,
      "position":2,
      "visible_in_portals":[1],
      "workspace_id": 2
  }
}
EXPAND ↓

View List of Solution Categories

This API lets you view all the categories in a forum.

Note:
By default, only categories from the primary workspace will be returned for accounts on the Employee Support Mode. For categories from other workspaces, use the workspace_id filter.

Filter by Handle
Workspace /api/v2/solutions/categories?workspace_id=[id]
If a workspace_id is not specified as a URL parameter, only solution categories from the primary workspace will be included in the response. If workspace_id is specified as 0, solution categories from across all workspaces will be included in the response. Applicable only to accounts on the Employee Support Mode.
get /api/v2/solutions/categories
OAuth 2.0 Scope
freshservice.solutions.view
Sample code | Curl 
1
curl -u api_key:X -H "Content-Type: application/json" -X GET https://domain.freshservice.com/api/v2/solutions/categories?workspace_id=2
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Response 
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{
  "categories":[
      {
        "id":1,
        "created_at":"2020-03-23T05:30:43Z",
        "updated_at":"2020-03-23T05:30:43Z",
        "name":"Default Category",
        "description":null,
        "default_category":true,
        "position":1,
        "visible_in_portals":[1],
        "workspace_id": 2
      },
      {
        "id":2,
        "created_at":"2020-03-26T14:18:26Z",
        "updated_at":"2020-03-26T14:41:50Z",
        "name":"Rest API",
        "description":"API related documents",
        "default_category":false,
        "position":2,
        "visible_in_portals":[1],
        "workspace_id": 2
      }
  ]
}
EXPAND ↓

Delete Solution Category

To delete certain Categories, use this API.

delete /api/v2/solutions/categories/{id}
OAuth 2.0 Scope
freshservice.solutions.manage
Sample code | Curl 
1
curl -u api_key:X -H "Content-Type: application/json" -X DELETE https://domain.freshservice.com/api/v2/solutions/categories/2
EXPAND ↓
Response 
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HTTP Status: 204 OK
EXPAND ↓

Solution Folder

Know your way around the solution folders using these APIs

Attribute Type Description
id number Unique id of the solution folder Read-Only
workspace_id number ID of the workspace to which the solution folder belongs. This attribute is applicable only to accounts on the Employee Support Mode.
name string Name of the solution folder Mandatory
description string Description of the solution folder
position number Describes the position in which the folder is listed Read-Only
default_folder boolean Set as true is it is a default folder Read-Only
category_id number ID of the category under which the folder is listed Mandatory
visibility number Accessibility of this folder
approval_settings hash Approval settings that have been associated with the folder. Key-value pair containing the approval_type, approval_ids and its values.
department_ids number ID of the department to which this solution folder is visible. ( Mandatory if visibility is set to '4')
group_ids number ID of the Agent Groups to which this solution folder is visible. ( Mandatory if visibility is set to '5')
requester_group_ids number ID of the Contact Groups to which this solution folder is visible. ( Mandatory if visibility is set to '6')
manage_by_group_ids array of numbers Unique ID of the Groups to which this solution folder is managed by.

Solution Folder Properties

Visibility Type Value
All 1
Logged in Users 2
Agents Only 3
Departments 4
Agent groups 5
Contact groups 6
Approval Settings
Approval Type Value
All Approvers 1
Anyone can approve / reject 4
Approval Ids List of Unique ID of the users to approve the folder

Create Solution Folder

Use this API to create a new folder in your solutions.

post /api/v2/solutions/folders
OAuth 2.0 Scope
freshservice.solutions.manage
Sample code | Curl 
1
curl -u api_key:X -H "Content-Type: application/json" -X POST -d '{ "name":"Folder API", "visibility":4, "description":"Folder CRUD Operations", "department_ids": [4,5], "category_id": 2 }' https://domain.freshservice.com/api/v2/solutions/folders
EXPAND ↓
Response 
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{
   "folder":{
      "description":"Folder CRUD Operations",
      "id":2,
      "created_at":"2020-03-29T14:43:28Z",
      "updated_at":"2020-03-29T14:43:28Z",
      "name":"Folder API",
      "category_id":2,
      "position":1,
      "visibility":4,
      "approval_settings":null,
      "default_folder":false,
      "department_ids":[
         4,
         5
      ],
      "manage_by_group_ids":[],
      "workspace_id": 2
   }
}
EXPAND ↓

Create Solution Folder with Approval

Use this API to create a new folder with approval settings in your solutions.

post /api/v2/solutions/folders
OAuth 2.0 Scope
freshservice.solutions.manage
Sample code | Curl 
1
curl -u api_key:X -H "Content-Type: application/json" -X POST -d '{ "name":"Folder API", "visibility":4, "description":"Folder CRUD Operations", "department_ids": [4,5], "category_id": 2, "approval_settings": {"approval_type": 1, "approver_ids": [1]} }' https://domain.freshservice.com/api/v2/solutions/folders
EXPAND ↓
Response 
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{
   "folder":{
      "description":"Folder CRUD Operations",
      "id":2,
      "created_at":"2020-04-10T07:12:34Z",
      "updated_at":"2020-04-10T07:12:34Z",
      "name":"Folder API",
      "category_id":2,
      "position":1,
      "visibility":4,
      "approval_settings":{
         "approval_type":1,
         "approver_ids":[
            1
         ]
      },
      "default_folder":false,
      "department_ids":[
         4,
         5
      ],
      "manage_by_group_ids":[],
      "workspace_id": 2
   }
}
EXPAND ↓

Update Solution Folder

To update details of your solution folder, use this API. You can change the name, description and with this API.

put /api/v2/solutions/folders/{id}
OAuth 2.0 Scope
freshservice.solutions.manage
Sample code | Curl 
1
curl -u api_key:X -H "Content-Type: application/json" -X PUT -d '{ "visibility":1, "description":"Folder API related Operations" }' https://domain.freshservice.com/api/v2/solutions/folders/2
EXPAND ↓
Response 
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{
   "folder":{
      "description":"Folder API related Operations",
      "id":2,
      "created_at":"2020-03-29T14:43:28Z",
      "updated_at":"2020-03-29T15:30:34Z",
      "name":"Folder API",
      "category_id":2,
      "position":1,
      "visibility":1,
      "approval_settings":null,
      "default_folder":false,
      "manage_by_group_ids":[],
      "workspace_id": 2
   }
}
EXPAND ↓

View Solution Folder

To view all folders present in a category, use this API.

get /api/v2/solutions/folders/{id}
OAuth 2.0 Scope
freshservice.solutions.view
Sample code | Curl 
1
curl -u api_key:X -H "Content-Type: application/json" -X GET https://domain.freshservice.com/api/v2/solutions/folders/2
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{
   "folder":{
      "description":"Folder API related Operations",
      "id":2,
      "created_at":"2020-03-29T14:43:28Z",
      "updated_at":"2020-03-29T15:30:34Z",
      "name":"Folder API",
      "category_id":2,
      "position":1,
      "visibility":1,
      "approval_settings":null,
      "default_folder":false,
      "manage_by_group_ids":[],
      "workspace_id": 2
   }
}
EXPAND ↓

View List of Solution Folder

This API lets you view all the folders in a forum for specific category.

get /api/v2/solutions/folders?category_id={id}
OAuth 2.0 Scope
freshservice.solutions.view
Sample code | Curl 
1
curl -u api_key:X -H "Content-Type: application/json" -X GET https://domain.freshservice.com/api/v2/solutions/folders?category_id=2
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Response 
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{
   "folders":[
      {
         "name":"Folder API",
         "description":"Folder API related Operations",
         "id":1,
         "created_at":"2020-03-29T14:43:28Z",
         "updated_at":"2020-03-29T15:30:34Z",
         "category_id":2,
         "position":1,
         "visibility":1,
         "approval_settings":null,
         "default_folder":false,
         "manage_by_group_ids":[],
         "workspace_id": 2
      },
      {
         "name":"Folder CRUD",
         "description":"Folder CRUD Operations",
         "id":2,
         "created_at":"2020-03-29T14:14:30Z",
         "updated_at":"2020-03-29T14:25:46Z",
         "category_id":2,
         "position":2,
         "visibility":4,
         "approval_settings":null,
         "default_folder":false,
         "department_ids":[5],
         "manage_by_group_ids":[],
         "workspace_id": 2
      }
   ]
}
EXPAND ↓

Delete Solution Folder

This API can be used to delete solution folder. Deleted solution folders cannot be restored.

delete /api/v2/solutions/folders/{id}
OAuth 2.0 Scope
freshservice.solutions.manage
Sample code | Curl 
1
curl -u api_key:X -H "Content-Type: application/json" -X DELETE https://domain.freshservice.com/api/v2/solutions/folders/2
EXPAND ↓
Response 
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HTTP Status: 204 OK
EXPAND ↓

Solution Article

With these APIs, create new solution articles, update existing ones, and more.

Attribute Type Description
id number Unique id of the solution article Read-Only
workspace_id number ID of the workspace to which the solution article belongs. This attribute is applicable only to accounts on the Employee Support Mode.
title string Title of the solution article Mandatory
description string Description of the solution article
position number The rank of the solution article in the article listing Read-Only
article_type number The type of the article. ( 1 - permanent, 2 - workaround )
folder_id number ID of the folder under which the article is listed Mandatory
category_id number ID of the category under which the article is belongs to
status number Status of the article. ( 1 - draft, 2 - published )
approval_status number Approval status of the article.
thumbs_up number Number of upvotes for the article Read-Only
thumbs_down number Number of down votes for the article Read-Only
agent_id number ID of the user who created the article Read-Only
views number Total hit count of the user visited this article Read-Only
tags array of strings Tags that have been associated with the article
keywords array of strings keywords that have been associated with the article
attachments array of objects Article attachments. The total size of these attachments cannot exceed 40 MB.
url string Article from external url link.
review_date date Date in future when this article would need to be reviewed again.

Create Solution Article

To write a new solution article in a category, use this API.

Parameters
Attribute Type Description
title string Title of the solution article Mandatory
description string Description of the solution article Mandatory
article_type number The type of the article. ( 1 - permanent, 2 - workaround )
folder_id number ID of the folder under which the article is listed Mandatory
status number Status of the article. ( 1 - draft, 2 - published )
tags array of strings Tags that have been associated with the article
keywords array of strings keywords that have been associated with the article
review_date date Date in future when this article would need to be reviewed again.
post /api/v2/solutions/articles
OAuth 2.0 Scope
freshservice.solutions.publish
Sample code | Curl 
1
curl -u api_key:X -H "Content-Type: application/json" -X POST -d '{ "title": "Create a article", "description": "<p>Steps: Fill in the mandatory fields ...</p>", "status": 1, "article_type": 1, "folder_id": 2, "tags": ["tag1"] }' https://domain.freshservice.com/api/v2/solutions/articles
EXPAND ↓
Response 
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{
   "article":{
      "description":"<p>Steps: Fill in the mandatory fields ...</p>",
      "id":527,
      "created_at":"2020-03-29T16:44:26Z",
      "updated_at":"2020-03-29T16:44:26Z",
      "title":"Create a article",
      "status":1,
      "approval_status":null,
      "position":1,
      "folder_id":2,
      "category_id":2,
      "thumbs_up":0,
      "thumbs_down":0,
      "modified_by":null,
      "modified_at":"2020-03-29T16:44:26Z",
      "inserted_into_tickets":0,
      "url":null,
      "article_type":1,
      "agent_id":1,
      "views":0,
      "description_text":" Steps: Fill in the mandatory fields ... ",
      "keywords":[],
      "review_date":null,
      "tags":[
         "tag1"
      ],
      "attachments":[],
      "approvals":[],
      "cloud_files":[],
      "workspace_id": 2
   }
}
EXPAND ↓

Create Secondary Language Article

To create a secondary language article and link it to a primary language article, use this API

Parameters
Attribute Type Description
title string Title of the solution article Mandatory
description string Description of the solution article
article type number The type of the article ( 1 -> permanent, 2 -> workaround )
folder_id number Unique ID of the solution folder Mandatory
language string Language of secondary solution article, For example: French -> “fr”
For other language code please refer hereMandatory
parent_id number Unique ID of the primary language article Mandatory
post /api/v2/solutions/articles
OAuth 2.0 Scope
freshservice.solutions.publish
Sample code | Curl 
1
curl -u api_key:X -H "Content-Type: application/json" -X POST -d '{ "title": "Title of the solution article", "description": "<p> Description of the solution article </p>", "status": 1, "article_type": 1, "folder_id": 2, "language":"ar","parent_id": 1}' https://domain.freshservice.com/api/v2/solutions/articles
EXPAND ↓
Response 
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{
    "article": {
        "description": "Description of the solution article",
        "group_folder_group_ids": [],
        "folder_department_ids": [],
        "group_folder_requester_group_ids": [],
        "group_folder_department_ids": [],
        "attachments": [],
        "folder_visibility": 1,
        "id": 6,
        "created_at": "2022-02-28T07:53:05Z",
        "updated_at": "2022-02-28T07:53:05Z",
        "title": "Title of the solution article",
        "status": 1,
        "user_id": 1,
        "approval_status": null,
        "position": 7,
        "folder_id": 2,
        "category_id": 1,
        "thumbs_up": 0,
        "thumbs_down": 0,
        "modified_by": null,
        "modified_at": "2022-02-28T07:53:05Z",
        "inserted_into_tickets": 0,
        "url": null,
        "article_type": 1,
        "views": 0,
        "description_text": " Description of the solution article ",
        "keywords": [],
        "review_date": null,
        "tags": [],
        "approvals": [],
        "cloud_files": [],
        "workspace_id": 2
    }
}
EXPAND ↓

Create Article With Attachment

To write a new solution article with attachments in a category, use this API.

post /api/v2/solutions/articles
OAuth 2.0 Scope
freshservice.solutions.publish
Sample code | Curl 
1
curl --request POST 'https://domain.freshservice.com/api/v2/solutions/articles' --header 'Content-Type: multipart/form-data' --header 'Authorization: Basic base64 encoding - username and password' --form 'title=Create a article' --form 'folder_id=1' --form 'description=Steps: Fill in the mandatory fields ...' --form 'status=1' --form 'article_type=1' --form 'tags[]=tag1' --form 'attachments[]=@/Users/user/article.jpg'
EXPAND ↓
Response 
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{
   "article":{
      "description":"<p>Steps: Fill in the mandatory fields ...</p>",
      "id":539,
      "created_at":"2020-04-07T08:19:04Z",
      "updated_at":"2020-04-07T08:19:04Z",
      "title":"Create a article with attachment",
      "status":1,
      "approval_status":null,
      "position":75,
      "folder_id":1,
      "category_id":2,
      "thumbs_up":0,
      "thumbs_down":0,
      "modified_by":null,
      "modified_at":"2020-04-07T08:19:04Z",
      "inserted_into_tickets":0,
      "url":null,
      "article_type":1,
      "agent_id":1,
      "views":0,
      "description_text":" Steps: Fill in the mandatory fields ... ",
      "keywords":[],
      "review_date":null,
      "tags":[
         "tag1"
      ],
      "attachments":[
         {
            "id":1,
            "created_at":"2020-04-07T08:18:54Z",
            "updated_at":"2020-04-07T08:19:04Z",
            "name":"article.jpg",
            "attachment_url":"https://attachment_url_link",
            "content_type":"image/jpeg",
            "file_size":392753,
            "canonical_url":"https://domain.freshservice.com/helpdesk/attachments/1"
         }
      ],
      "approvals":[],
      "cloud_files":[],
      "workspace_id": 2
   }
}
EXPAND ↓

Create Article from External URL

To write a new solution external article in a category, use this API.

Parameters
Attribute Type Description
title string Title of the solution article Mandatory
url string Article from external url link Mandatory
folder_id number ID of the folder under which the article is listed Mandatory
status number Status of the article. ( 1 - draft, 2 - published )
tags array of strings Tags that have been associated with the article
keywords array of strings keywords that have been associated with the article
post /api/v2/solutions/articles
OAuth 2.0 Scope
freshservice.solutions.publish
Sample code | Curl 
1
curl -u api_key:X -H "Content-Type: application/json" -X POST -d '{ "title": "Create an article from external url", "status": 2, "url": "https://en.wikipedia.org/wiki/English_Wikipedia", "folder_id": 2, "tags": ["tag1"], "keywords": ["keyword1"] }' https://domain.freshservice.com/api/v2/solutions/articles
EXPAND ↓
Response 
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{
   "article":{
      "description":null,
      "id":542,
      "created_at":"2020-04-07T09:33:53Z",
      "updated_at":"2020-04-07T09:33:53Z",
      "title":"Create an article from external url",
      "status":2,
      "approval_status":null,
      "position":9,
      "folder_id":2,
      "category_id":2,
      "thumbs_up":0,
      "thumbs_down":0,
      "modified_by":null,
      "modified_at":"2020-04-07T09:33:53Z",
      "inserted_into_tickets":0,
      "url":"https://en.wikipedia.org/wiki/English_Wikipedia",
      "article_type":1,
      "agent_id":1,
      "views":0,
      "description_text":null,
      "keywords":[
         "keyword1"
      ],
      "review_date":null,
      "tags":[
         "tag1"
      ],
      "attachments":[],
      "approvals":[],
      "cloud_files":[],
      "workspace_id": 2
   }
}
EXPAND ↓

Search Solution Articles

Search for articles from the knowledge base for a given search term.

Note:
1. If the user_email parameter is provided, the user of the API key provided must have the privilege of assuming the identity of the user_email provided. Otherwise the API will return a 403 error.
2. The API will only return published solution articles that the user (or user_email) has access to.

Parameters
Attribute Type Description
search_term string The keywords for which the solution articles have to be searched.
Example: “Vpn issue”
user_email email By default, the API will search the articles for the user whose API key is provided. If you want to search articles for a different user, please provide their user_email.
page number If the returned results are more than per_page, you can use the page parameter to fetch subsequent pages.
per_page number The number of results to return per page. By default, the value is set to 30.
get api/v2/solutions/articles/search
OAuth 2.0 Scope
freshservice.solutions.view
Sample code | Curl 
1
curl --location --request GET 'https://domain.freshservice.com/api/v2/solutions/articles/search?search_term=printer&page=2&per_page=10&user_email=andrea@freshservice.com' --header 'Authorization: Basic <apikey>'
EXPAND ↓
Response 
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{
    "articles": [
        {
            "description": "<p>I have printer issues </p>",
            "group_folder_group_ids": [],
            "folder_department_ids": [],
            "group_folder_requester_group_ids": [],
            "group_folder_department_ids": [],
            "attachments": [],
            "folder_visibility": 1,
            "id": 2886,
            "created_at": "2021-09-24T05:09:34Z",
            "updated_at": "2021-09-24T05:09:36Z",
            "title": "I have printer issues 1",
            "status": 2,
            "user_id": 1000035843,
            "approval_status": null,
            "position": 1,
            "folder_id": 1000006346,
            "category_id": 1000004687,
            "thumbs_up": 0,
            "thumbs_down": 0,
            "modified_by": 1000035843,
            "modified_at": "2021-09-24T05:09:36Z",
            "inserted_into_tickets": 0,
            "url": null,
            "article_type": 1,
            "views": 0,
            "description_text": " I have printer issues  ",
            "keywords": [],
            "review_date": null,
            "workspace_id": 2
        }
    ],
    "meta": {
        "total_items": 1,
        "total_pages": 1,
        "current_page": 1
    }
}
EXPAND ↓

Send Article to Approval

To send article approval for the review, use this API.

put /api/v2/solutions/articles/{id}/send_for_approval
OAuth 2.0 Scope
freshservice.solutions.publish
Sample code | Curl 
1
curl -u api_key:X -H "Content-Type: application/json" -X PUT -d '' https://domain.freshservice.com/api/v2/solutions/articles/1/send_for_approval
EXPAND ↓
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{
   "article":{
      "description":"<p>Steps: Fill in the mandatory fields ...</p>",
      "id":1,
      "created_at":"2020-04-10T04:12:20Z",
      "updated_at":"2020-04-10T04:12:20Z",
      "title":"Create a article",
      "status":1,
      "user_id":1,
      "approval_status":0,
      "position":2,
      "folder_id":2,
      "category_id":2,
      "thumbs_up":0,
      "thumbs_down":0,
      "modified_by":null,
      "modified_at":"2020-04-10T04:12:20Z",
      "inserted_into_tickets":0,
      "url":null,
      "article_type":1,
      "views":0,
      "description_text":" Steps: Fill in the mandatory fields ... ",
      "keywords":[],
      "review_date":null,
      "folder_name":"test_folder_name",
      "author":{
         "id":1,
         "name":"author_name"
      },
      "category_name":"test_category_name",
      "tags":[
         "article"
      ],
      "attachments":[],
      "approvals":[
         {
            "id":1,
            "created_at":"2020-04-10T04:12:33Z",
            "updated_at":"2020-04-10T04:12:33Z",
            "member_id":6,
            "user_id":1,
            "approval_status":{
               "id":0,
               "name":"requested"
            },
            "member_name":"reviewer_user_name",
            "delegatee":null,
            "latest_remark":""
         }
      ],
      "cloud_files":[],
      "workspace_id": 2
   }
}
EXPAND ↓

Publish Solution Article

To publish an solution article, use this API.

put /api/v2/solutions/articles/{id}
OAuth 2.0 Scope
freshservice.solutions.publish
Sample code | Curl 
1
curl -u api_key:X -H "Content-Type: application/json" -X PUT -d '{ "status": 2 }' https://domain.freshservice.com/api/v2/solutions/articles/1
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{
   "article":{
      "description":"Steps: 1. Fill in the mandatory fields ...",
      "id":1,
      "created_at":"2020-04-09T16:56:35Z",
      "updated_at":"2020-04-10T05:10:05Z",
      "title":"test",
      "status":2,
      "user_id":1,
      "approval_status":1,
      "position":1,
      "folder_id":2,
      "category_id":2,
      "thumbs_up":0,
      "thumbs_down":0,
      "modified_by":1,
      "modified_at":"2020-04-10T05:10:05Z",
      "inserted_into_tickets":0,
      "url":null,
      "article_type":1,
      "views":0,
      "description_text":" Steps: Fill in the mandatory fields ... ",
      "keywords":[],
      "review_date":null,
      "tags":[],
      "attachments":[],
      "approvals":[
         {
            "id":1,
            "created_at":"2020-04-10T05:09:10Z",
            "updated_at":"2020-04-10T05:09:25Z",
            "member_id":1,
            "user_id":1,
            "delegatee_id":null,
            "approval_status":{
               "id":1,
               "name":"approved"
            }
         }
      ],
      "cloud_files":[],
      "workspace_id": 2
   }
}
EXPAND ↓

Update Solution Article

To update an article, use this API.

put /api/v2/solutions/articles/{id}
OAuth 2.0 Scope
freshservice.solutions.publish
Sample code | Curl 
1
curl -u api_key:X -H "Content-Type: application/json" -X PUT -d '{ "title":"Steps to create a ticket", description":"Steps: 1. Fill in the mandatory fields ..." }' https://domain.freshservice.com/api/v2/solutions/articles/1
EXPAND ↓
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{
   "article":{
      "description":"Steps: 1. Fill in the mandatory fields ...",
      "id":1,
      "created_at":"2020-03-29T16:44:26Z",
      "updated_at":"2020-03-30T05:11:43Z",
      "title":"Steps to create a ticket",
      "status":1,
      "approval_status":null,
      "position":1,
      "folder_id":2,
      "category_id":2,
      "thumbs_up":0,
      "thumbs_down":0,
      "modified_by":1,
      "modified_at":"2020-03-30T05:11:43Z",
      "inserted_into_tickets":0,
      "url":null,
      "article_type":1,
      "agent_id":1,
      "views":0,
      "description_text":" Steps: Fill in the mandatory fields ... ",
      "keywords":[],
      "review_date":null,
      "tags":[
         "tag1"
      ],
      "attachments":[],
      "approvals":[],
      "cloud_files":[],
      "workspace_id": 2
   }
}
EXPAND ↓

View Solution Article

If there is a specific article which you wish to view, use this API. Article ID is a must though.

get /api/v2/solutions/articles/{id}
OAuth 2.0 Scope
freshservice.solutions.view
Sample code | Curl 
1
curl -u api_key:X -H "Content-Type: application/json" -X GET  https://domain.freshservice.com/api/v2/solutions/articles/1
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{
   "article":{
      "description":"Steps: 1. Fill in the mandatory fields ...",
      "id":1,
      "created_at":"2020-03-29T16:44:26Z",
      "updated_at":"2020-03-30T05:11:43Z",
      "title":"Steps to create a ticket",
      "status":1,
      "approval_status":null,
      "position":1,
      "folder_id":2,
      "category_id":2,
      "thumbs_up":0,
      "thumbs_down":0,
      "modified_by":1,
      "modified_at":"2020-03-30T05:11:43Z",
      "inserted_into_tickets":0,
      "url":null,
      "article_type":1,
      "agent_id":1,
      "views":0,
      "description_text":" Steps: Fill in the mandatory fields ... ",
      "keywords":[],
      "review_date":null,
      "tags":[
         "tag1"
      ],
      "attachments":[],
      "approvals":[],
      "cloud_files":[],
      "workspace_id": 2
   }
}
EXPAND ↓

View List of Solution Article

To view all the articles, use this API.

get /api/v2/solutions/articles?folder_id={id}
OAuth 2.0 Scope
freshservice.solutions.view
Sample code | Curl 
1
curl -u api_key:X -H "Content-Type: application/json" -X GET  https://domain.freshservice.com/api/v2/solutions/articles?folder_id=2
EXPAND ↓
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{
   "articles":[
      {
         "description":"<p>Steps: Fill in the mandatory fields ...</p>",
         "id":1,
         "created_at":"2020-03-29T16:38:29Z",
         "updated_at":"2020-03-29T16:38:29Z",
         "title":"Create a article",
         "status":1,
         "approval_status":null,
         "position":1,
         "folder_id":2,
         "category_id":2,
         "thumbs_up":0,
         "thumbs_down":0,
         "modified_by":null,
         "modified_at":"2020-03-29T16:38:29Z",
         "inserted_into_tickets":0,
         "url":null,
         "article_type":1,
         "agent_id":1,
         "views":0,
         "description_text":" Steps: Fill in the mandatory fields ... ",
         "keywords":[],
         "review_date":null,
         "workspace_id": 2
      },
      {
         "description":"<p>Steps: Fill in the mandatory fields ...</p>",
         "id":2,
         "created_at":"2020-03-29T16:38:44Z",
         "updated_at":"2020-03-29T16:38:44Z",
         "title":"Create a article",
         "status":1,
         "approval_status":null,
         "position":2,
         "folder_id":2,
         "category_id":2,
         "thumbs_up":0,
         "thumbs_down":0,
         "modified_by":null,
         "modified_at":"2020-03-29T16:38:44Z",
         "inserted_into_tickets":0,
         "url":null,
         "article_type":1,
         "agent_id":1,
         "views":0,
         "description_text":" Steps: Fill in the mandatory fields ... ",
         "keywords":[],
         "review_date":null,
         "workspace_id": 2
      }
   ]
}
EXPAND ↓

Delete Solution Article

To delete an article, use this API.

delete /api/v2/solutions/articles/{id}
OAuth 2.0 Scope
freshservice.solutions.delete
Sample code | Curl 
1
curl -u api_key:X -H "Content-Type: application/json" -X DELETE  https://domain.freshservice.com/api/v2/solutions/articles/1
EXPAND ↓
Response 
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HTTP Status: 204 OK
EXPAND ↓

Service Catalog

This section lists all APIs that are related to service category and service items

Service Item

This section lists all APIs that are related to service items.

Attribute Type Description
id number Unique id of the item
workspace_id number ID of the workspace to which the service item belongs. This attribute is applicable only to accounts on the Employee Support Mode.
created_at datetime The time at which the item was created
updated_at datetime The time at which the item was update
name string Name of the item
delivery_time number Estimated delivery time of the item (in hours)
display_id number Unique ID of the service item specific to your account
category_id number Unique ID of the category of the service item
product_id number The ID of the product mapped to the item. Returns null if no product is mapped
quantity number
deleted boolean Set to True if the item is deleted
group_visibility number 1 denotes visibility to all requesters. 2 for restricted visibility
item_type number ‘1’ indicates a normal item. ‘2’ indicates a loaner item
ci_type_id number Unique id of the asset type associated with the product
cost_visibility boolean Set to True if cost should be visible to the requester
delivery_time_visibility boolean Set to True if delivery time of the item should be visible to the requester
configs string Config indicating the template of the service request subject
botified boolean Set to True if item is “bot ready”
visibility number ‘1’ denotes draft and ‘2’ denotes published.
allow_attachments boolean Set to True if requester is allowed to attach a file
allow_quantity boolean Set as True to allow the requester to request for more than 1 quantity
is_bundle boolean Boolean indicating whether the item contains child items
create_child boolean Boolean indicating whether child items will be created as separate service request
description string Description of the service item
short_description string Short Description of the service item
cost number Cost of the service item
custom_fields - Custom fields associated with the service item
child_items - Child Service Items attached to this item

View a Service Item

This API allows you to view the details of a service item.

get /api/v2/service_catalog/items/[display_id]
OAuth 2.0 Scope
freshservice.service_catalog.edit
Sample code | Curl 
1
curl -v -u api_key:X -X GET 'https://domain.freshservice.com/api/v2/service_catalog/items/11'
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{
    "service_item": {
        "id": 1004300649,
        "created_at": "2019-09-16T09:38:20Z",
        "updated_at": "2019-11-18T10:06:23Z",
        "name": "Item_093820",
        "delivery_time": 24,
        "display_id": 56,
        "category_id": null,
        "product_id": null,
        "quantity": null,
        "deleted": true,
        "icon_name": "service-catalog-services-default",
        "group_visibility": 1,
        "item_type": 1,
        "ci_type_id": null,
        "cost_visibility": true,
        "delivery_time_visibility": true,
        "configs": {
            "subject": "Request @  for : {{item.name}}"
        },
        "botified": false,
        "visibility": 2,
        "allow_attachments": true,
        "allow_quantity": true,
        "is_bundle": false,
        "create_child": false,
        "description": "this is a test service item with bundled items",
        "short_description": "this is a test service item with bundled items",
        "cost": "1200.00",
        "custom_fields": [],
        "child_items": [],
        "icon_url": "https://domain.freshservice.com/service-catalog-services-default.png",
        "workspace_id": 2
    }
}
EXPAND ↓

View List of Service Items

This API lists all service items in your Freshservice service desk.

To view items belonging to a particular category, use the filter below

Note:
By default, only service items from the primary workspace will be returned for accounts on the Employee Support Mode. For service items from other workspaces, use the workspace_id filter.

Filter By Handle
Category Id /api/v2/service_catalog/items?category_id=[category_id]
Workspace /api/v2/service_catalog/items?workspace_id=[id]
'workspace_id' is applicable only for accounts on the Employee Support Mode.
get /api/v2/service_catalog/items
OAuth 2.0 Scope
freshservice.service_catalog.edit
Sample code | Curl 
1
curl -v -u api_key:X -X GET 'https://domain.freshservice.com/api/v2/service_catalog/items?workspace_id=2'
EXPAND ↓
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{
"service_items": [
        {
            "id": 1003341991,
            "created_at": "2019-05-02T08:54:14Z",
            "updated_at": "2019-11-18T10:06:20Z",
            "name": "Office Desktop",
            "delivery_time": 48,
            "display_id": 1,
            "category_id": 811100,
            "product_id": null,
            "quantity": null,
            "deleted": false,
            "icon_name": "service-catalog-desktop",
            "group_visibility": 1,
            "item_type": 1,
            "ci_type_id": null,
            "cost_visibility": true,
            "delivery_time_visibility": true,
            "configs": null,
            "botified": false,
            "visibility": 2,
            "allow_attachments": false,
            "allow_quantity": true,
            "is_bundle": false,
            "create_child": false,
            "workspace_id": 2
        }
     ]
}
EXPAND ↓

Search Service Items

Search for service items from the service catalog for a given search term.

Note:
1. If the user_email parameter is provided, the user of the API key provided must have the privilege of assuming the identity of the user_email provided. Otherwise the API will return a 403 Error.
2. The API will only return published service items that the user (or user_email) has access to.

Parameters
Attribute Type Description
workspace_id number ID of the workspace to which the service item belongs. If not specified, it will be defaulted to the ID of the primary workspace. This attribute is applicable only to accounts on the Employee Support Mode.
search_term string The keywords for which the solution articles have to be searched.
Example: “Vpn issue”
user_email email By default, the API will search the articles for the user whose API key is provided. If you want to search articles for a different user, please provide their user_email.
page number If the returned results are more than per_page, you can use the page parameter to fetch subsequent pages.
per_page number The number of results to return per page. By default, the value is set to 30.
get api/v2/service_catalog/items/search
OAuth 2.0 Scope
freshservice.service_catalog.view
Sample code | Curl 
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curl --location --request GET 'https://domain.freshservice.com/api/v2/service_catalog/items/search?workspace_id=2&search_term=adobe&page=1&per_page=3&user_email=andrea@freshservice.com' --header 'Authorization: Basic <apikey>'
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Response 
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{
    "service_items": [
        {
            "id": 1000069080,
            "created_at": "2021-09-06T11:33:49Z",
            "updated_at": "2021-12-01T11:13:28Z",
            "name": "Zoom Pro",
            "delivery_time": null,
            "display_id": 10,
            "category_id": 1000017341,
            "product_id": null,
            "quantity": null,
            "deleted": false,
            "icon_name": "service-catalog-zoom-pro-new",
            "group_visibility": 1,
            "agent_group_visibility": 1,
            "item_type": 1,
            "ci_type_id": null,
            "visibility": 2,
            "cost_visibility": false,
            "delivery_time_visibility": false,
            "botified": false,
            "allow_attachments": false,
            "allow_quantity": false,
            "is_bundle": false,
            "create_child": false,
            "configs": {
                "attachment_mandatory": false,
                "subject": "Request for {{requested_for}} : {{item.name}}"
            },
            "description": "Request Access for Zoom Pro\n",
            "short_description": "Request Access for Zoom Pro",
            "cost": null,
            "custom_fields": [],
            "child_items": [],
            "icon_url": "https://domain.freshservice.com/zoom-pro-new.png",
            "workspace_id": 2
        }
    ],
    "meta": {
        "total_items": 1,
        "total_pages": 1,
        "current_page": 1
    }
}
EXPAND ↓

Create Service Catalog item

This operation allows you to create a new service item in Freshservice.

Parameters
Attribute Type Description
workspace_id number ID of the workspace to which the service item needs to be created.
'workspace_id' is applicable only to accounts on the Employee Support Mode.The default value is the ID of the primary workspace of the account.
name * string Name of the Service Item.
Example: “Vpn issue”
category_id * number Unique ID of the category of the service item.
The category ID can be obtained by using the "/api/v2/service_catalog/items" public API.
short_description * number Short Description of the service item.
description * number Description of the service item.
visibility * number '1' denotes draft and '2' denotes published state of the service item.
cost number Cost of the service item.
cost_visibility boolean Set to True if the cost should be visible to the requester.
delivery_time number Estimated delivery time of the item (in hours).
delivery_time_visibility boolean Set to True if the delivery time of the item should be visible to the requester.
agent_group_visibility number This attribute describes the collection of agents who can view this service item in the service catalog. Possible values: 1: All agents. 2: Agents in specific groups. 3: Agents in specific workspaces.
agent_group_visibilities hash This attribute contains the group_id attribute, and is applicable only if agent_group_visibility is set to 2 (Agents in specific groups).
group_id array This attribute contains the array of agent group identifiers which have been granted access to the service item.
agent_workspace_visibilities hash This attribute contains the workspace_ids attribute, and is applicable only if agent_group_visibility is set to 3 (Agents in specific workspaces).
workspace_ids array This attribute contains the array of workspace identifiers which have been granted access to the service item.
group_visibility number 1 denotes visibility to all requesters. 2 for restricted visibility.
custom_fields array of hash Custom fields associated with the service item.
label string Name of the custom field.
placeholder string Placeholder value for the custom field.
required boolean Indicates whether the Field is required or not during the form submission.
field_options hash Contains Options available for selection of the field.
displayed_to_requester boolean Requester can view the field. This field should be set to True if we want requester_can_edit to be Set as True
requester_can_edit boolean Requester can edit the field.
choices array of hash Dropdown choices for a custom field.
value string Contains dropdown choice values.
field_type string Denotes the Custom field Type.

Note:
1. Custom field Type that we support for creating API are custom_text (Single Line Text), custom_dropdown (Dropdown), custom_checkbox (Checkbox), custom_paragraph (Paragraph Text), custom_date_time (Date), custom_number (Number), custom_decimal (Decimal), custom_big_number (Number), custom_url (URL), custom_static_rich_text (Content), custom_multi_select_dropdown (Multi Dropdown).
2. workspace_id cannot be set to 1 (which represents global settings), as service items cannot be created under global settings.

post api/v2/service-catalog/items
OAuth 2.0 Scope
freshservice.service_catalog.edit
Sample code | Curl 
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curl -u api_key:X -H "Content-Type: application/json" -X POST -d '{ "service_item": {
    "name": "Item Name", "category_id": 10000345, "short_description": "Apple Macbook Pro 13 inch", "description": "<p>Apple Macbook Pro 13 inch - 8 GB</p>", "visibility": 2}, "workspace_id" : 3}' https://domain.freshservice.com/api/v2/service-catalog/items
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Response 
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{
    "service_item": {
        "id": 54,
        "created_at": "2023-05-24T06:31:31Z",
        "updated_at": "2023-05-24T06:31:31Z",
        "name": "Item Name",
        "delivery_time": null,
        "display_id": 54,
        "category_id": 10000345,
        "product_id": null,
        "quantity": null,
        "deleted": false,
        "icon_name": "service-catalog-services-default",
        "group_visibility": 1,
        "agent_group_visibility": 1,
        "item_type": 1,
        "ci_type_id": null,
        "visibility": 2,
        "workspace_id": 3,
        "cost_visibility": false,
        "delivery_time_visibility": false,
        "botified": false,
        "allow_attachments": false,
        "allow_quantity": false,
        "is_bundle": false,
        "create_child": false,
        "configs": {
            "attachment_mandatory": false,
            "subject": "Request for {{requested_for}}: {{item.name}}"
        },
        "description": "<p>Apple Macbook Pro 13 inch - 8 GB</p>",
        "short_description": "Apple Macbook Pro 13 inch",
        "desc_un_html": "Apple Macbook Pro 13 inch",
        "cost": null,
        "agent_group_visibilities": { "group_id": [] },
        "agent_workspace_visibilities": { "workspace_ids": [] }
        "custom_fields": [],
        "child_items": [],
        "icon_url": "https://domain.freshservice.com/services-default.png"
    }
}
EXPAND ↓

Create a Service Catalog Item With Custom Fields

Sample code | Curl 
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curl -u api_key:X -H "Content-Type: application/json" -X POST -d '{
      "service_item": {
        "name": "Employee Form",
        "category_id": 10000028112,
        "short_description": "Employee Details Form",
        "description": "Employee Information Form",
        "delivery_time": 10,
        "cost": "12.0",
        "visibility": 2,
        "custom_fields": [
          {
            "label": "Employee Name",
            "placeholder": "Employee Name",
            "required": true,
            "field_options": {
              "displayed_to_requester": true,
              "requester_can_edit": true
            },
            "field_type": "custom_text"
          },
          {
            "label": "Employee Details",
            "placeholder": "Enter employee details",
            "required": true,
            "field_options": {
              "displayed_to_requester": true,
              "requester_can_edit": true
            },
            "field_type": "custom_paragraph"
          },
          {
            "label": "Employee Active",
            "required": false,
            "field_options": {
              "displayed_to_requester": true,
              "requester_can_edit": true
            },
            "field_type": "custom_checkbox"
          },
          {
            "label": "Employee Age",
            "placeholder": "Enter employee age",
            "required": false,
            "field_options": {
              "displayed_to_requester": true,
              "requester_can_edit": true
            },
            "field_type": "custom_number"
          },
          {
            "label": "Employee Start Date",
            "required": true,
            "field_options": {
              "displayed_to_requester": true,
              "requester_can_edit": true,
              "date_only": true
            },
            "field_type": "custom_date_time"
          },
          {
            "label": "Employee Department",
            "required": false,
            "field_options": {
              "displayed_to_requester": true,
              "requester_can_edit": true
            },
            "choices": [
              { "value": "HR" },
              { "value": "Finance" },
              { "value": "IT" },
              { "value": "Operations" }
            ],
            "field_type": "custom_dropdown"
          },
          {
            "label": "Employee Skills",
            "required": false,
            "field_options": {
              "displayed_to_requester": true,
              "requester_can_edit": true
            },
            "choices": [
              { "value": "ABC" }
            ],
            "field_type": "custom_multi_select_dropdown"
          },
          {
            "label": "Employee Salary",
            "placeholder": "Enter employee salary",
            "required": false,
            "field_options": {
              "displayed_to_requester": true,
              "requester_can_edit": true
            },
            "field_type": "custom_decimal"
          },
          {
            "label": "Employee Profile Picture",
            "placeholder": "Upload employee profile picture",
            "required": false,
            "field_options": {
              "displayed_to_requester": true,
              "requester_can_edit": true
            },
            "field_type": "custom_url"
          },
          {
            "label": "Employee Bio",
            "required": false,
            "field_options": {
              "content_name": "Bio Field",
              "displayed_to_requester": true,
              "requester_can_edit": true
            },
            "field_type": "custom_static_rich_text"
          }
        ]
      },
      "workspace_id": 3
    }' https://domain.freshservice.com/api/v2/service-catalog/items
EXPAND ↓
Response 
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{
    "service_item": {
        "id": 42246,
        "created_at": "2023-06-29T09:46:58Z",
        "updated_at": "2023-06-29T09:46:58Z",
        "name": "Employee Form",
        "delivery_time": 10,
        "display_id": 25,
        "category_id": 10228,
        "product_id": null,
        "quantity": null,
        "deleted": false,
        "icon_name": "service-catalog-services-default",
        "group_visibility": 1,
        "agent_group_visibility": 2,
        "item_type": 1,
        "ci_type_id": null,
        "visibility": 2,
        "workspace_id": 3,
        "cost_visibility": false,
        "delivery_time_visibility": false,
        "botified": false,
        "allow_attachments": false,
        "allow_quantity": false,
        "is_bundle": false,
        "create_child": false,
        "configs": {
            "attachment_mandatory": false,
            "subject": "Request for {{requested_for}}: {{item.name}}"
        },
        "description": "Employee Information Form",
        "short_description": "Employee Details Form",
        "desc_un_html": "Employee Information Form",
        "cost": "12.0",
        "agent_group_visibilities": {"group_id": [123]},
        "agent_workspace_visibilities": { "workspace_ids": [] }
        "custom_fields": [
            {
                "created_at": "2023-06-29T09:46:58Z",
                "deleted": false,
                "description": null,
                "id": "d795a962-7ce3-4d0c-87c6-dce4266d7818",
                "label": "Employee Name",
                "name": "employee_name",
                "updated_at": "2023-06-29T09:46:58Z",
                "field_options": {
                    "displayed_to_requester": "true",
                    "requester_can_edit": "true",
                    "placeholder": "Employee Name"
                },
                "visible_in_portal": true,
                "field_type": "custom_text",
                "item_id": 42246,
                "position": 1,
                "required": true,
                "choices": [],
                "nested_fields": []
            },
            {
                "created_at": "2023-06-29T09:46:58Z",
                "deleted": false,
                "description": null,
                "id": "397fac82-3725-4319-88f4-06d4ebd07a9d",
                "label": "Employee Details",
                "name": "employee_details",
                "updated_at": "2023-06-29T09:46:58Z",
                "field_options": {
                    "displayed_to_requester": "true",
                    "requester_can_edit": "true",
                    "placeholder": "Enter employee details"
                },
                "visible_in_portal": true,
                "field_type": "custom_paragraph",
                "item_id": 42246,
                "position": 2,
                "required": true,
                "choices": [],
                "nested_fields": []
            },
            {
                "created_at": "2023-06-29T09:46:58Z",
                "deleted": false,
                "description": null,
                "id": "e70cc94f-c471-472a-a697-fc1ba5b40a60",
                "label": "Employee Active",
                "name": "employee_active",
                "updated_at": "2023-06-29T09:46:58Z",
                "field_options": {
                    "displayed_to_requester": "true",
                    "requester_can_edit": "true",
                    "placeholder": ""
                },
                "visible_in_portal": true,
                "field_type": "custom_checkbox",
                "item_id": 42246,
                "position": 3,
                "required": false,
                "choices": [],
                "nested_fields": []
            },
            {
                "created_at": "2023-06-29T09:46:58Z",
                "deleted": false,
                "description": null,
                "id": "81ab3cbb-3906-4f57-8635-d2314cbf1d0c",
                "label": "Employee Age",
                "name": "employee_age",
                "updated_at": "2023-06-29T09:46:58Z",
                "field_options": {
                    "displayed_to_requester": "true",
                    "requester_can_edit": "true",
                    "placeholder": "Enter employee age"
                },
                "visible_in_portal": true,
                "field_type": "custom_number",
                "item_id": 42246,
                "position": 4,
                "required": false,
                "choices": [],
                "nested_fields": []
            },
            {
                "created_at": "2023-06-29T09:46:58Z",
                "deleted": false,
                "description": null,
                "id": "2275bf2d-a823-4079-8ba9-5976e92f7472",
                "label": "Employee Start Date",
                "name": "employee_start_date",
                "updated_at": "2023-06-29T09:46:58Z",
                "field_options": {
                    "displayed_to_requester": "true",
                    "requester_can_edit": "true",
                    "date_only": true,
                    "placeholder": ""
                },
                "visible_in_portal": true,
                "field_type": "custom_date",
                "item_id": 42246,
                "position": 5,
                "required": true,
                "choices": [],
                "nested_fields": []
            },
            {
                "created_at": "2023-06-29T09:46:58Z",
                "deleted": false,
                "description": null,
                "id": "4ba5d714-ef68-4e64-b717-e089c65f5d78",
                "label": "Employee Department",
                "name": "employee_department",
                "updated_at": "2023-06-29T09:46:58Z",
                "field_options": {
                    "displayed_to_requester": "true",
                    "requester_can_edit": "true",
                    "placeholder": ""
                },
                "visible_in_portal": true,
                "field_type": "custom_dropdown",
                "item_id": 42246,
                "position": 6,
                "required": false,
                "choices": [
                    [
                        "HR",
                        "HR"
                    ],
                    [
                        "Finance",
                        "Finance"
                    ],
                    [
                        "IT",
                        "IT"
                    ],
                    [
                        "Operations",
                        "Operations"
                    ]
                ],
                "nested_fields": []
            },
            {
                "created_at": "2023-06-29T09:46:58Z",
                "deleted": false,
                "description": null,
                "id": "9feac2a8-b368-4a57-a10e-8cf3a1ed13d7",
                "label": "Employee Skills",
                "name": "employee_skills",
                "updated_at": "2023-06-29T09:46:58Z",
                "field_options": {
                    "displayed_to_requester": "true",
                    "requester_can_edit": "true",
                    "placeholder": ""
                },
                "visible_in_portal": true,
                "field_type": "custom_multi_select_dropdown",
                "item_id": 42246,
                "position": 7,
                "required": false,
                "choices": [
                    [
                        "ABC",
                        "e0b2ff49-06a2-4b99-9d22-3e13a6ea33bf"
                    ]
                ],
                "nested_fields": []
            },
            {
                "created_at": "2023-06-29T09:46:58Z",
                "deleted": false,
                "description": null,
                "id": "21cca320-a57e-492b-87a0-5c5f571b1f5e",
                "label": "Employee Salary",
                "name": "employee_salary",
                "updated_at": "2023-06-29T09:46:58Z",
                "field_options": {
                    "displayed_to_requester": "true",
                    "requester_can_edit": "true",
                    "placeholder": "Enter employee salary"
                },
                "visible_in_portal": true,
                "field_type": "custom_decimal",
                "item_id": 42246,
                "position": 8,
                "required": false,
                "choices": [],
                "nested_fields": []
            },
            {
                "created_at": "2023-06-29T09:46:58Z",
                "deleted": false,
                "description": null,
                "id": "9ed516fd-6d57-46ea-bd2a-6a7db5898853",
                "label": "Employee Profile Picture",
                "name": "employee_profile_picture",
                "updated_at": "2023-06-29T09:46:58Z",
                "field_options": {
                    "displayed_to_requester": "true",
                    "requester_can_edit": "true",
                    "placeholder": "Upload employee profile picture"
                },
                "visible_in_portal": true,
                "field_type": "custom_url",
                "item_id": 42246,
                "position": 9,
                "required": false,
                "choices": [],
                "nested_fields": []
            },
            {
                "created_at": "2023-06-29T09:46:58Z",
                "deleted": false,
                "description": null,
                "id": "b596c96f-29cc-4420-805f-7a4e710a47a2",
                "label": "Employee Bio",
                "name": "bio_field",
                "updated_at": "2023-06-29T09:46:58Z",
                "field_options": {
                    "content_name": "Bio Field",
                    "displayed_to_requester": "true",
                    "requester_can_edit": "true",
                    "placeholder": ""
                },
                "visible_in_portal": true,
                "field_type": "custom_static_rich_text",
                "item_id": 42246,
                "position": 10,
                "required": false,
                "choices": [],
                "nested_fields": []
            }
        ],
        "child_items": [],
        "icon_url": "https://domain.freshservice.com/services-default.png"
    }
}
EXPAND ↓

Create a Service Catalog Item with agent workspace visibilities

Sample code | Curl 
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curl -u api_key:X -H "Content-Type: application/json" -X POST -d '{
    "service_item": {
        "name": "Item with workspace visibility",
        "category_id": 10,
        "short_description": "workspace visibility",
        "description": "<p>Apple Macbook Pro 13 inch - 8 GB</p>",
        "visibility": 2,
        "agent_group_visibility": 3,
        "agent_workspace_visibilities": {
            "workspace_ids": [
                 2,4
            ]
        }
    },
    "workspace_id": 2
}' https://domain.freshservice.com/api/v2/service-catalog/items
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Response 
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{
    "service_item": {
        "id": 185,
        "created_at": "2024-01-04T07:44:17Z",
        "updated_at": "2024-01-04T07:44:17Z",
        "name": "Item with workspace visibility",
        "delivery_time": null,
        "display_id": 143,
        "category_id": 10,
        "product_id": null,
        "quantity": null,
        "deleted": false,
        "icon_name": "service-catalog-services-default",
        "group_visibility": 1,
        "agent_group_visibility": 3,
        "item_type": 1,
        "ci_type_id": null,
        "visibility": 2,
        "workspace_id": 2,
        "cost_visibility": false,
        "delivery_time_visibility": false,
        "botified": false,
        "allow_attachments": false,
        "allow_quantity": false,
        "is_bundle": false,
        "create_child": false,
        "configs": {
            "attachment_mandatory": false,
            "subject": "Request for {{requested_for}}: {{item.name}}"
        },
        "description": "<p>Apple Macbook Pro 13 inch - 8 GB</p>",
        "short_description": "workspace visibility",
        "desc_un_html": " Apple Macbook Pro 13 inch - 8 GB ",
        "cost": null,
        "agent_group_visibilities": {
            "group_id": []
        },
        "agent_workspace_visibilities": {
            "workspace_ids": [
                2,
                4
            ]
        },
        "custom_fields": [],
        "child_items": [],
        "icon_url": "http://domain.freshservice.com/assets/cdn-ignored/sprites/service-catalog/services-default.png"
    }
}
EXPAND ↓

Create a Service Catalog Item with agent group visibilities

Sample code | Curl 
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curl -u api_key:X -H "Content-Type: application/json" -X POST -d '{
    "service_item": {
        "name": "Item with group visibility",
        "category_id": 10,
        "short_description": "workspace visibility",
        "description": "<p>Apple Macbook Pro 13 inch - 8 GB</p>",
        "visibility": 2,
        "agent_group_visibility": 2,
        "agent_group_visibilities": {
            "group_id": [
                 20,21
            ]
        }
    },
    "workspace_id": 2
}' https://domain.freshservice.com/api/v2/service-catalog/items
EXPAND ↓
Response 
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{
    "service_item": {
        "id": 185,
        "created_at": "2024-01-04T07:44:17Z",
        "updated_at": "2024-01-04T07:44:17Z",
        "name": "Item with workspace visibility",
        "delivery_time": null,
        "display_id": 143,
        "category_id": 10,
        "product_id": null,
        "quantity": null,
        "deleted": false,
        "icon_name": "service-catalog-services-default",
        "group_visibility": 1,
        "agent_group_visibility": 3,
        "item_type": 1,
        "ci_type_id": null,
        "visibility": 2,
        "workspace_id": 2,
        "cost_visibility": false,
        "delivery_time_visibility": false,
        "botified": false,
        "allow_attachments": false,
        "allow_quantity": false,
        "is_bundle": false,
        "create_child": false,
        "configs": {
            "attachment_mandatory": false,
            "subject": "Request for {{requested_for}}: {{item.name}}"
        },
        "description": "<p>Apple Macbook Pro 13 inch - 8 GB</p>",
        "short_description": "workspace visibility",
        "desc_un_html": " Apple Macbook Pro 13 inch - 8 GB ",
        "cost": null,
        "agent_group_visibilities": {
            "group_id": [
                20,
                21
            ]
        },
        "agent_workspace_visibilities": {
            "workspace_ids": []
        },
        "custom_fields": [],
        "child_items": [],
        "icon_url": "http://domain.freshservice.com/assets/cdn-ignored/sprites/service-catalog/services-default.png"
    }
}
EXPAND ↓

Service Category

This section list all API related to service category

Attribute Type Description
id number Unique id of the category
workspace_id number ID of the workspace to which the service category belongs. This attribute is applicable only to accounts on the Employee Support Mode.
name string Name of the service category
description string Description of the service category
created_at datetime The time at which the category was created
updated_at datetime The time at which the category was updated
position number Number denoting the position of category in service catalog

View List of Service Categories

This api lists all service categories in your Freshservice service desk

Note:
By default, only service categories from the primary workspace will be returned for accounts on the Employee Support Mode. For service categories from other workspaces, use the workspace_id filter.

Filter by Handle
Workspace /api/v2/service_catalog/categories?workspace_id=[id]
'workspace_id' is applicable only for accounts on the Employee Support Mode.
get /api/v2/service_catalog/categories
OAuth 2.0 Scope
freshservice.service_catalog.edit
Sample code | Curl 
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curl -v -u api_key:X -X GET 'https://domain.freshservice.com/api/v2/service_catalog/categories?workspace_id=2'
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{
"service_categories": [
        {
            "description": "",
            "id": 811100,
            "created_at": "2019-05-02T08:54:13Z",
            "updated_at": "2019-05-02T08:54:13Z",
            "name": "Hardware Provisioning",
            "position": 1,
            "workspace_id": 2
        },
        {
            "description": "",
            "id": 811101,
            "created_at": "2019-05-02T08:54:13Z",
            "updated_at": "2019-05-02T08:54:13Z",
            "name": "Software Installation",
            "position": 2,
            "workspace_id": 2
        },
        {
            "description": "",
            "id": 811102,
            "created_at": "2019-05-02T08:54:13Z",
            "updated_at": "2019-05-02T08:54:13Z",
            "name": "HR Management",
            "position": 3,
            "workspace_id": 2
        }
}
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Announcements

Announcements can be used by IT Teams to share updates with Agents and End-users. It is particularly useful in sharing updates on new releases and in broadcasting down-time alerts.

Attribute Type Description
id number Unique identifier of the AnnouncementRead-Only
workspace_id number ID of the workspace that the Announcement belongs to. If not provided, the ID of the primary workspace will be defaulted. Applicable only to accounts on the Employee Support Mode.
created_by number Unique identifier of the agent to created this Announcement
state string State of the Announcement - active, archived, scheduled
title string Title of the Announcement
body string Body of the Announcement
body_html string Body of the Announcement in HTML format
visible_from datetime Timestamp at which Announcement becomes active
visible_till datetime Timestamp until which Announcement is active
visibility string Who can see the announcement? Values - everyone, agents_only, agents_and_groups
departments Array of numbers Array of Department IDs that can view this Announcement (visibility must be agents_and_groups)
groups Array of numbers Array of Group IDs that can view this Announcement (visibility must be agents_and_groups)
is_read boolean True if the logged-in-user has read the announcement
send_email boolean True if the announcement needs to be sent via email as well. False, otherwise
additional_emails Array of Strings Additional email addresses to which the announcement needs to be sent
created_at datetime Announcement creation timestamp
updated_at datetime Announcement updated timestamp

Create an Announcement

post /api/v2/announcements
OAuth 2.0 Scope
freshservice.announcements.create
Sample code | Curl 
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curl -v -u api_key:X -H "Content-Type: application/json" -X POST -d '{"title": "Email Service Outage", "body_html": "<h2>Email Service is down</h2> <p>Service will be up and running in 2 hours</p>", "visible_from": "2020-02-26T11:19:45.994Z", "visible_till": "2020-02-27T11:19:45.994Z", "visibility": "grouped_visibility", "departments": [ 19456, 23432 ], "groups": [ 34231 ], "additional_emails": [ "abc@xyz.com" ], "workspace_id": 2 }' 'https://domain.freshservice.com/api/v2/announcements'
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Response 
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{
    	"announcement": {
    		"id": "122",
    		"title": "Email Service Outage",
    		"body": "Email Service is down  Service will be up and running in 2 hours"
    		"body_html": "<h2>Email Service is down</h2> <p>Service will be up and running in 2 hours</p>",
    		"visible_from": "2020-02-26T11:19:45.994Z",
    		"visible_till": "2020-02-26T11:19:45.994Z",
    		"visibility": "grouped_visibility",
    		"departments": [19456, 23432],
    		"groups": [34231],
    		"state": "scheduled",
    		"is_read": false,
    		"send_email": false,
    		"additional_emails": ["abc@xyz.com"],
    		"created_at": "2020-02-20T11:16:45.994Z",
    		"updated_at": "2020-02-20T11:16:45.994Z",
    		"created_by": 1000000678,
                "workspace_id": 2
    }
  }
EXPAND ↓

View an Announcement

get /api/v2/announcements/[id]
OAuth 2.0 Scope
freshservice.announcements.view
Sample code | Curl 
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curl -v -u api_key:X -H "Content-Type: application/json" -X GET 'https://domain.freshservice.com/api/v2/announcements/122'
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{
        "announcement": {
            "title": "Email Service Outage",
            "body": "Email Service is down  Service will be up and running in 2 hours",
            "body_html": "<h2>Email Service is down</h2> <p>Service will be up and running in 2 hours</p>",
            "visible_from": "2020-02-26T11:19:45.994Z",
            "visible_till": "2020-02-27T11:19:45.994Z",
            "visibility": "grouped_visibility",
            "departments": [19456, 23432],
            "groups": [34231],
            "state": "scheduled",
            "is_read": false,
            "send_email": false,
            "additional_emails": ["abc@xyz.com"],
            "created_at": "2020-02-20T11:16:45.994Z",
            "updated_at": "2020-02-20T11:16:45.994Z",
            "created_by": 1000000678,
            "workspace_id": 2
        }
    }
EXPAND ↓

List All Announcements

Filter by Handle
state /api/v2/announcements?state=[archived | active | scheduled | unread]
Workspace /api/v2/announcements?workspace_id=[id]
If a workspace_id is not specified as a URL parameter, only announcements from the primary workspace will be included in the response. If workspace_id is specified as 0, announcements from across all workspaces will be included in the response. Applicable only to accounts on the Employee Support Mode.
get /api/v2/announcements
OAuth 2.0 Scope
freshservice.announcements.view
Sample code | Curl 
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curl -v -u api_key:X -H "Content-Type: application/json" -X GET 'https://domain.freshservice.com/api/v2/announcements'
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{
        "announcements": [{
            "title": "Email Service Outage",
            "body": "Email Service is down  Service will be up and running in 2 hours",
            "body_html": "<h2>Email Service is down</h2> <p>Service will be up and running in 2 hours</p>",
            "visible_from": "2020-02-26T11:19:45.994Z",
            "visible_till": "2020-02-27T11:19:45.994Z",
            "visibility": "grouped_visibility",
            "departments": [19456, 23432],
            "groups": [34231],
            "state": "scheduled",
            "is_read": false,
            "send_email": false,
            "additional_emails": ["abc@xyz.com"],
            "created_at": "2020-02-20T11:16:45.994Z",
            "updated_at": "2020-02-20T11:16:45.994Z",
            "created_by": 1000000678,
            "workspace_id": 2
        }]
    }
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Additional examples

1. Get the list of all announcements from workspaces to which the user has access.

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EXPAND ↓

2. Get the list of announcements from a specific workspace

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EXPAND ↓

Edit an Announcement

put /api/v2/announcements/[id]
OAuth 2.0 Scope
freshservice.announcements.edit
Sample code | Curl 
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curl -v -u api_key:X -H "Content-Type: application/json" -X PUT -d '{"title": "[Restored] Email Service Outage", "body_html": "<h2>Email Service is up and running now</h2> <p>Service is restored</p>", "visible_from": "2020-02-26T11:19:45.994Z", "visible_till": "2020-02-27T11:19:45.994Z", "visibility": "grouped_visibility", "departments": [ 19456, 23432 ], "groups": [ 34231 ], "additional_emails": [ "abc@xyz.com" ], "workspace_id": 2 }' 'https://domain.freshservice.com/api/v2/announcements/122'
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Response 
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{
        "announcement": {
            "id": "122",
            "title": "[Restored] Email Service Outage",
            "body": "Email Service is down  Service will be up and running in 2 hours",
            "body_html": "<h2>Email Service is up and running now</h2> <p>Service is restored</p>",
            "visible_from": "2020-02-26T11:19:45.994Z",
            "visible_till": "2020-02-27T11:19:45.994Z",
            "visibility": "grouped_visibility",
            "departments": [19456, 23432],
            "groups": [34231],
            "state": "scheduled",
            "is_read": false,
            "send_email": false,
            "additional_emails": ["abc@xyz.com"],
            "created_at": "2020-02-20T11:16:45.994Z",
            "updated_at": "2020-02-20T14:26:45.994Z",
            "created_by": 1000000678,
            "workspace_id": 2
        }
    }
EXPAND ↓

Delete an Announcement

delete /api/v2/announcements/[id]
OAuth 2.0 Scope
freshservice.announcements.delete
Sample code | Curl 
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curl -v -u api_key:X -H "Content-Type: application/json" -X DELETE 'https://domain.freshservice.com/api/v2/announcements/122’
EXPAND ↓
Response 
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200 OK
EXPAND ↓

Employee Onboarding

This section lists all APIs related to Employee Onboarding.

View Onboarding Form Fields

This API lets you view all the fields in the Initiator’s Onboarding form.

Field Type Description
placeholder string Placeholder of the field Read-Only
label string Label of the fieldRead-Only
name string Name of the fieldRead-Only
position number Position of the field Read-Only
required boolean Boolean indicating whether the field is required or not during form submissionRead-Only
default boolean Boolean indicating whether the field is default or notRead-Only
field_type string Indicates the type of fieldRead-Only
data_source number Indicates the type of Datasource. This value will be available only for field_type: "custom_lookup_bigint". Please refer the Data source table to know moreRead-Only

Lookup Datasources

The Onboarding form may contain Lookup fields with Datasource. Lookup Datasources are entities where we can search data from them. The numerical value for each DataSource (Department, Location etc.) is given below.

Source Value
locations 1
Requesters 2
Agents 3
Assets 4
All Users 5
Departments 6
get /api/v2/onboarding_requests/form
OAuth 2.0 Scope
freshservice.onboarding_requests.fields.view
Sample code | Curl 
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curl -v -u api_key:X -X GET 'https://domain.freshservice.com/api/v2/onboarding_requests/form'
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{
    "fields": [
        {
            "placeholder": "Enter employee name",
            "label": "Employee Name",
            "name": "cf_employee_name",
            "position": 1,
            "required": false,
            "default": false,
            "field_type": "custom_text"
        },
        {
            "placeholder": "Enter Job Title",
            "label": "Job Title",
            "name": "cf_job_title",
            "position": 2,
            "required": false,
            "default": false,
            "field_type": "custom_text"
        },
        {
            "placeholder": "Enter joining date",
            "label": "Date of joining",
            "name": "cf_date_of_joining",
            "position": 3,
            "required": false,
            "default": false,
            "field_type": "custom_date"
        },
        {
            "placeholder": "",
            "label": "All users",
            "name": "cf_all_users",
            "position": 4,
            "required": false,
            "default": false,
            "field_type": "custom_lookup_bigint",
            "data_source": 5
        },
        {
            "placeholder": "",
            "label": "Agents",
            "name": "cf_agents",
            "position": 5,
            "required": false,
            "default": false,
            "field_type": "custom_lookup_bigint",
            "data_source": 3
        },
        {
            "placeholder": "",
            "label": "Requesters",
            "name": "cf_requesters",
            "position": 6,
            "required": false,
            "default": false,
            "field_type": "custom_lookup_bigint",
            "data_source": 2
        },
        {
            "placeholder": "Select department",
            "label": "Department",
            "name": "cf_department",
            "position": 7,
            "required": false,
            "default": false,
            "field_type": "custom_lookup_bigint",
            "data_source": 6
        },
        {
            "placeholder": "",
            "label": "Assets",
            "name": "cf_assets",
            "position": 8,
            "required": false,
            "default": false,
            "field_type": "custom_lookup_bigint",
            "data_source": 4
        },
        {
            "placeholder": "Select Location",
            "label": "Location",
            "name": "cf_location",
            "position": 9,
            "required": false,
            "default": false,
            "field_type": "custom_lookup_bigint",
            "data_source": 1
        },
        {
            "placeholder": "Enter Heirachy",
            "label": "Hierarchy",
            "name": "cf_hierarchy",
            "position": 10,
            "required": false,
            "default": false,
            "field_type": "custom_dropdown",
            "choices": [
                "L3",
                "L2",
                "L1"
            ]
        },
        {
            "placeholder": "Enter URL",
            "label": "Online portfolio",
            "name": "cf_online_portfolio",
            "position": 11,
            "required": false,
            "default": false,
            "field_type": "custom_url"
        },
        {
            "placeholder": "Enter Additional Info",
            "label": "Additional Info",
            "name": "cf_additional_info",
            "position": 12,
            "required": false,
            "default": false,
            "field_type": "custom_paragraph"
        },
        {
            "placeholder": "Enter Experience",
            "label": "Experience",
            "name": "cf_experience",
            "position": 13,
            "required": false,
            "default": false,
            "field_type": "custom_decimal"
        },
        {
            "placeholder": "",
            "label": "Verified",
            "name": "cf_verified",
            "position": 14,
            "required": false,
            "default": false,
            "field_type": "custom_checkbox"
        },
        {
            "placeholder": "",
            "label": "category1",
            "name": "cf_category",
            "position": 14,
            "required": false,
            "default": false,
            "field_type": "nested_field",
            "nested_fields": [
                {
                    "id": "f0d1347a-822c-43b6-a2fd-e6b0ac7b8c36",
                    "label": "category2",
                    "name": "cf_operations",
                    "level": 2,
                    "required": false,
                    "deleted": false,
                    "parent_id": "df5ddc73-e85a-4d7c-a3cc-21b28b25aec0"
                },
                {
                    "id": "d55e9c37-510e-48d5-83d3-52ad1311d153",
                    "label": "category3",
                    "name": "cf_subcategory_1",
                    "level": 3,
                    "required": false,
                    "deleted": false,
                    "parent_id": "f0d1347a-822c-43b6-a2fd-e6b0ac7b8c36"
                }
            ],
            "nested_field_choices": {
                "Category": {
                    "Engineering": [
                        "Dev",
                        "Tesing"
                    ],
                    "Support": [
                        "Sales",
                        "PreSales"
                    ],
                    "Operations": [
                        "HR",
                        "Facility Management"
                    ]
                }
            }
        },
        {
            "placeholder": "Select one or more area of expertise",
            "label": "Area of expertise ",
            "name": "msf_area_of_expertise",
            "position": 2,
            "required": false,
            "default": false,
            "field_type": "custom_multi_select_dropdown",
            "choices": [
                    "Ruby",
                    "Java",
                    "Python",
                    "Node"
            ]
        },
        {
           "placeholder": "Select one or more preferred locations",
           "label": "Preferred Locations",
           "name": "msf_preferred_locations",
           "position": 4,
           "required": false,
           "default": false,
           "field_type": "custom_multi_lookup",
           "data_source": 1
        }
    ]
}
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Create an Onboarding Request

This API helps you to create a new Onboarding Request in your service desk.

Note:
1. Based on the field values, Mandatory service items (that do not have any Mandatory custom fields) in Onboarding kits will be selected and attached to the Onboarding Request.
2. Only user who has admin privilege can raise request behalf of other onboarding user by adding initiator_id.
3. initiator_id is the User ID of the initiator.

post /api/v2/onboarding_requests
Request 
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{
 "initiator_id": 1,
 "fields": {
    "cf_employee_name": "Andrea",
    "cf_job_title": "HR",
    "cf_date_of_joining": "2020-08-20",
    "cf_all_users": "andrea@freshservice.com",
    "cf_department": "HR",
    "cf_assets": 1,
    "cf_location": 5,
    "cf_hierarchy": "L3",
    "cf_verified": true,
    "msf_area_of_expertise": [
            "Ruby",
            "Java"
    ],
    "msf_preferred_locations": [53, 57]
    }
}
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OAuth 2.0 Scope
freshservice.onboarding_requests.create
Sample code | Curl 
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curl -u api_key:X -H "Content-Type: application/json" -X POST -d '{ "fields": { "cf_employee_name": "Andrea","cf_job_title": "HR",
    "cf_date_of_joining": "2020-08-20","cf_all_users": "andrea@freshservice.com","cf_department": "HR","cf_assets": 1,"cf_location": 5,"cf_hierarchy": "L3","cf_verified": true}}' https://domain.freshservice.com/api/v2/onboarding_requests
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Response 
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{
    "onboarding_request": {
        "id": 253,
        "created_at": "2020-07-10T11:50:55Z",
        "updated_at": "2020-07-10T11:50:55Z",
        "status": 1,
        "subject": "Employee Onboarding Request for Andrea",
        "ticket_id": null,
        "actors": {
            "HR Manager": {
                "email": "sample@freshservice.com",
                "name": "Support",
                "response_status": "Completed"
            }
        },
        "fields": {
            "cf_employee_name": "Andrea",
            "cf_job_title": "HR",
            "cf_date_of_joining": "20-08-2020",
            "cf_all_users": 2,
            "cf_agents": null,
            "cf_requesters": null,
            "cf_department": 5,
            "cf_assets": 1,
            "cf_location": 5,
            "cf_hierarchy": "L3",
            "cf_online_portfolio": null,
            "cf_additional_info": null,
            "cf_experience": null,
            "cf_verified": true,
            "cf_category": null,
            "cf_subcategory": "",
            "msf_area_of_expertise": [
                "Ruby",
                "Java"
            ]
        },
        "lookup_values": {
            "cf_all_users": {
                "id": 2,
                "first_name": "Andrea",
                "last_name":  "Paul",
                "email": "andrea@freshservice.com",
                "mobile": 12345XXXXX,
                "phone": 12XXXXX
            },
            "cf_department": {
                "id": 5,
                "name": "HR",
                "description": "HR Team"
            },
            "cf_assets": {
                "id": 1,
                "name": "Andrea's Laptop",
                "display_id": 527
            },
            "cf_location": {
                "id": 5,
                "name": "Canada"
            },
            "msf_preferred_locations": [
                {
                  "id": 53,
                  "name": "India"
                },
                {
                  "id": 57,
                  "name": "America"
                }
            ]
        }
    }
}
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View an Onboarding Request

This API lets you retrieve and view a specific Onboarding Request in your service desk.

get /api/v2/onboarding_requests/id
OAuth 2.0 Scope
freshservice.onboarding_requests.view
Sample code | Curl 
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curl -v -u api_key:X -X GET 'https://domain.freshservice.com/api/v2/onboarding_requests/id'
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Response 
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{
    "onboarding_request": {
        "id": 253,
        "created_at": "2020-07-10T11:50:55Z",
        "updated_at": "2020-07-10T11:50:55Z",
        "status": 1,
        "subject": "Employee Onboarding Request for Andrea",
        "ticket_id": 20,
        "actors": {
            "HR Manager": {
                "email": "sample@freshservice.com",
                "name": "Support",
                "response_status": "Completed"
            }
        },
        "fields": {
            "cf_employee_name": "Andrea",
            "cf_job_title": "HR",
            "cf_date_of_joining": "20-08-2020",
            "cf_all_users": 2,
            "cf_agents": null,
            "cf_requesters": null,
            "cf_department": 5,
            "cf_assets": 1,
            "cf_location": 5,
            "cf_hierarchy": "L3",
            "cf_online_portfolio": null,
            "cf_additional_info": null,
            "cf_experience": null,
            "cf_verified": true,
            "cf_category": null,
            "cf_subcategory": "",
            "msf_area_of_expertise": [
                "Ruby",
                "Java"
            ]
        },
        "lookup_values": {
            "cf_all_users": {
                "id": 2,
                "first_name": "Andrea",
                "last_name":  "Paul",
                "email": "andrea@freshservice.com",
                "mobile": 12345XXXXX,
                "phone": 12XXXXX
            },
            "cf_department": {
                "id": 5,
                "name": "HR",
                "description": "HR Team"
            },
            "cf_assets": {
                "id": 1,
                "name": "Andrea's Laptop",
                "display_id": 527
            },
            "cf_location": {
                "id": 5,
                "name": "Canada"
            },
            "msf_preferred_locations": [
                {
                  "id": 53,
                  "name": "India"
                },
                {
                  "id": 57,
                  "name": "America"
                }
            ]
        }
    }
}
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View all Onboarding Requests

This API lets you view all the Onboarding Requests in your service desk.

The below table lists the custom status for Onboarding Request

Status value
Awaiting Information 1
Request Cancelled 2
Request In Progress 3
get /api/v2/onboarding_requests
OAuth 2.0 Scope
freshservice.onboarding_requests.view
Sample code | Curl 
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curl -v -u api_key:X -X GET 'https://domain.freshservice.com/api/v2/onboarding_requests'
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Response 
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"onboarding_requests": [
        {
            "id": 253,
            "created_at": "2020-07-10T11:50:55Z",
            "updated_at": "2020-07-10T11:50:55Z",
            "status": 1,
            "subject": "Employee Onboarding Request for Andrea",
            "fields": {
                "cf_employee_name": "Andrea",
                "cf_job_title": "it user",
                "cf_date_of_joining": "20-08-2020",
                "cf_department": 5,
                "cf_location": 6,
                "msf_area_of_expertise":  [ "Ruby", "Java"],
                "msf_preferred_locations": [ 53, 57 ]
            }
        },
        {
            "id": 248,
            "created_at": "2020-07-13T05:29:06Z",
            "updated_at": "2020-07-13T05:29:06Z",
            "status": 3,
            "subject": "Employee Onboarding Request for Rachel",
            "fields": {
                "cf_employee_name": "Rachel",
                "cf_job_title": "Dev",
                "cf_date_of_joining": "23-08-2020",
                "cf_department": 2,
                "cf_location": null,
                "msf_area_of_expertise": null,
                "msf_preferred_locations": [ 53, 57 ]
            }
        },
        {
            "id": 249,
            "created_at": "2020-07-13T05:32:09Z",
            "updated_at": "2020-07-13T05:29:09Z",
            "status": 3,
            "subject": "Employee Onboarding Request for Catherine",
            "fields": {
                "cf_employee_name": "Catherine",
                "cf_job_title": "Tester",
                "cf_date_of_joining": "22-08-2020",
                "cf_department": 3,
                "cf_location": null,
                "msf_area_of_expertise": null,
                "msf_preferred_locations": null
            }
        },
        {
            "id": 250,
            "created_at": "2020-07-13T06:35:06Z",
            "updated_at": "2020-07-13T06:35:06Z",
            "status": 2,
            "subject": "Employee Onboarding Request for Lily",
            "fields": {
                "cf_employee_name": "Lily",
                "cf_job_title": "Sales",
                "cf_date_of_joining": "24-08-2020",
                "cf_department": 4,
                "cf_location": null,
                "cf_requesters": 2
                "msf_area_of_expertise": [ "Ruby", "Java"],
                "msf_preferred_locations": null
            }
        }
    ]
}
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View Onboarding Tickets

This API lets you retrieve and view the Onboarding Tickets associated with an Onboarding Request.

get /api/v2/onboarding_requests/id/tickets
OAuth 2.0 Scope
freshservice.onboarding_requests.view
Sample code | Curl 
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curl -v -u api_key:X -X GET 'https://domain.freshservice.com/api/v2/onboarding_requests/id/tickets'
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Response 
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{
  "onboarding_tickets": [
      {
          "id": 12,
          "created_at": "2020-07-01T15:14:17Z",
          "updated_at": "2020-07-01T15:14:17Z",
          "subject": "Employee Onboarding Request for Andrea",
          "responder_email": "",
          "status": 2,
          "predecessor_ticket_id": null,
          "successor_ticket_ids" : [13]
      },
      {
          "id": 13,
          "created_at": "2020-07-01T15:14:17Z",
          "updated_at": "2020-07-01T15:14:17Z",
          "subject": "Child Ticket 1",
          "responder_email": "monica@freshservice.com",
          "status": 4,
          "parent": false,
          "predecessor_ticket_id": 12,
          "successor_ticket_ids" : null,
          "onboarding_context": {
            "fields": {
                "cf_employee_name": "Andrea",
                "cf_job_title": "HR",
                "cf_date_of_joining": "20-08-2020",
                "cf_all_users": 2,
                "cf_agents": null,
                "cf_requesters": null,
                "cf_department": 5,
                "cf_assets": 1,
                "cf_location": 5,
                "cf_hierarchy": "L3",
                "cf_online_portfolio": null,
                "cf_additional_info": null,
                "cf_experience": null,
                "cf_verified": true,
                "cf_category": null,
                "cf_subcategory": "",
                "msf_area_of_expertise": [
                    "Ruby",
                    "Java"
                ]
            },
            "lookup_values": {
                "cf_all_users": {
                    "id": 2,
                    "first_name": "Andrea",
                    "last_name":  "Paul",
                    "email": "andrea@freshservice.com",
                    "mobile": 12345XXXXX,
                    "phone": 12XXXXX
                },
                "cf_department": {
                    "id": 5,
                    "name": "HR",
                    "description": "HR Team"
                },
                "cf_assets": {
                    "id": 1,
                    "name": "Andrea's Laptop",
                    "display_id": 527
                },
                "cf_location": {
                    "id": 5,
                    "name": "Canada"
                },
                "msf_preferred_locations": [
                    {
                    "id": 53,
                    "name": "India"
                    },
                    {
                    "id": 57,
                    "name": "America"
                    }
                ]
            }
          }
      }
  ]
}
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Employee Offboarding

This section lists all APIs related to Employee Offboarding.

View Offboarding Form Fields

This API lets you view all the fields in the Initiator’s Offboarding form.

Field Type Description
placeholder string Placeholder of the field Read-Only
label string Label of the fieldRead-Only
name string Name of the fieldRead-Only
position number Position of the field Read-Only
required boolean Boolean indicating whether the field is required or not during form submissionRead-Only
default boolean Boolean indicating whether the field is default or notRead-Only
field_type string Indicates the type of fieldRead-Only
data_source number Indicates the type of Datasource. This value will be available only for field_type: "custom_lookup_bigint". Please refer the Data source table to know moreRead-Only

Lookup Datasources

The Offboarding form may contain Lookup fields with Datasource. Lookup Datasources are entities where we can search data from them. The numerical value for each DataSource (Department, Location etc.) is given below.

Source Value
locations 1
Requesters 2
Agents 3
Assets 4
All Users 5
Departments 6
get /api/v2/offboarding_requests/form
OAuth 2.0 Scope
freshservice.offboarding_requests.fields.view
Sample code | Curl 
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curl -v -u api_key:X -X GET 'https://domain.freshservice.com/api/v2/offboarding_requests/form'
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Response 
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{
    "fields": [
        {
            "placeholder": null,
            "label": "Reporting Manager",
            "name": "actor_2",
            "position": 1,
            "required": true,
            "default": true,
            "field_type": "custom_lookup_bigint",
            "data_source": 5
        },
        {
            "placeholder": "Enter employee email",
            "label": "Employee Email",
            "name": "cf_employee_email",
            "position": 2,
            "required": false,
            "default": false,
            "field_type": "custom_text",
            "data_source": 5
        },
        {
            "placeholder": "Enter employee name",
            "label": "Employee Name",
            "name": "cf_employee_name",
            "position": 3,
            "required": false,
            "default": false,
            "field_type": "custom_text"
        },
        {
            "placeholder": "Select department",
            "label": "Department",
            "name": "cf_department",
            "position": 4,
            "required": false,
            "default": false,
            "field_type": "custom_lookup_bigint",
            "data_source": 6
        },
        {
            "placeholder": "Select Separation Type",
            "label": "Separation Type",
            "name": "cf_separation_type",
            "position": 5,
            "required": false,
            "default": false,
            "field_type": "custom_dropdown",
            "choices": [
                "Voluntary Separation",
                "Internal transfer to another geographical location",
                "Involuntary Separation",
                "Deceased",
                "Absconding"
            ]
        },
        {
            "placeholder": "Enter mobile phone number",
            "label": "Mobile phone number",
            "name": "cf_mobile_phone_number",
            "position": 6,
            "required": false,
            "default": false,
            "field_type": "custom_text"
        },
        {
            "placeholder": "",
            "label": "Assets",
            "name": "cf_assets",
            "position": 7,
            "required": false,
            "default": false,
            "field_type": "custom_lookup_bigint",
            "data_source": 4
        },
        {
            "placeholder": "Select Location",
            "label": "Location",
            "name": "cf_location",
            "position": 8,
            "required": false,
            "default": false,
            "field_type": "custom_lookup_bigint",
            "data_source": 1
        },
        {
            "placeholder": "Enter Heirachy",
            "label": "Hierarchy",
            "name": "cf_hierarchy",
            "position": 9,
            "required": false,
            "default": false,
            "field_type": "custom_dropdown",
            "choices": [
                "L3",
                "L2",
                "L1"
            ]
        },
        {
            "placeholder": "",
            "label": "Verified",
            "name": "cf_verified",
            "position": 10,
            "required": false,
            "default": false,
            "field_type": "custom_checkbox"
        },
        {
            "placeholder": "Select one or more area of expertise",
            "label": "Area of expertise ",
            "name": "msf_area_of_expertise",
            "position": 11,
            "required": false,
            "default": false,
            "field_type": "custom_multi_select_dropdown",
            "choices": [
                    "Ruby",
                    "Java",
                    "Python",
                    "Node"
            ]
        },
        {
           "placeholder": "Select one or more preferred locations",
           "label": "Preferred Locations",
           "name": "msf_preferred_locations",
           "position": 12,
           "required": false,
           "default": false,
           "field_type": "custom_multi_lookup",
           "data_source": 1
        }
    ]
}
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Create an Offboarding Request

This API helps you to create a new Offboarding Request in your service desk.

Note:
1. Only user who has admin privilege can raise request behalf of other offboarding user by adding initiator_id.
2. initiator_id is the User ID of the initiator.

post /api/v2/offboarding_requests
Request 
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{
 "initiator_id": 1,
 "fields": {
    "actor_2": "sample@freshservice.com",
    "cf_employee_name": "Andrea",
    "cf_employee_email": "andrea@freshservice.com",
    "cf_department": "HR",
    "cf_separation_type": "Voluntary Separation",
    "cf_mobile_phone_number": "123456789",
    "cf_assets": 1,
    "cf_location": 5,
    "cf_hierarchy": "L3",
    "cf_verified": true,
    "msf_area_of_expertise": [
            "Ruby",
            "Java"
    ],
    "msf_preferred_locations": [53, 57]
    }
}
EXPAND ↓
OAuth 2.0 Scope
freshservice.offboarding_requests.create
Sample code | Curl 
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curl -u api_key:X -H "Content-Type: application/json" -X POST -d '{ "fields": { "cf_employee_name": "Andrea","cf_employee_email": "andrea@freshservice.com",
    "cf_department": "HR","cf_separation_type": "Voluntary Separation","cf_mobile_phone_number": "123456789","cf_assets": 1,"cf_location": 5,"cf_hierarchy": "L3","cf_verified": true}}' https://domain.freshservice.com/api/v2/offboarding_requests
EXPAND ↓
Response 
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{
    "offboarding_request": {
        "id": 253,
        "created_at": "2020-07-10T11:50:55Z",
        "updated_at": "2020-07-10T11:50:55Z",
        "status": 1,
        "subject": "Employee Offboarding Request for Andrea",
        "ticket_id": null,
        "actors": {
            "HR Manager": {
                "email": "sample@freshservice.com",
                "name": "Support",
                "response_status": "Completed"
            },
            "Reporting Manager": {
                "email": "sample@freshservice.com",
                "name": "Support",
                "response_status": "Pending"
            }
        },
        "fields": {
            "actor_2": 1,
            "cf_employee_name": "Andrea",
            "cf_employee_email": "andrea@freshservice.com",
            "cf_department": 5,
            "cf_separation_type": "Voluntary Separation",
            "cf_last_working_date_date": null,
            "cf_mobile_phone_number": "345678",
            "cf_assets": 1,
            "cf_location": 5,
            "cf_hierarchy": "L3",
            "cf_verified": true,
            "msf_preferred_locations": [ 53, 57 ]
            "msf_area_of_expertise": [
                "Ruby",
                "Java"
            ]
        },
        "lookup_values": {
            "actor_2": {
                "id": 1,
                "first_name": "Support",
                "last_name": null,
                "email": "sample@freshservice.com",
                "mobile": null,
                "phone": null
            },
            "cf_employee_email": {
                "id": 2,
                "first_name": "Andrea",
                "last_name":  "Paul",
                "email": "andrea@freshservice.com",
                "mobile": 12345XXXXX,
                "phone": 12XXXXX
            },
            "cf_department": {
                "id": 5,
                "name": "HR",
                "description": "HR Team"
            },
            "cf_assets": {
                "id": 1,
                "name": "Andrea's Laptop",
                "display_id": 527
            },
            "cf_location": {
                "id": 5,
                "name": "Canada"
            },
            "msf_preferred_locations": [
                {
                  "id": 53,
                  "name": "India"
                },
                {
                  "id": 57,
                  "name": "America"
                }
            ]
        }
    }
}
EXPAND ↓

View an Offboarding Request

This API lets you retrieve and view a specific Offboarding Request in your service desk.

get /api/v2/offboarding_requests/id
OAuth 2.0 Scope
freshservice.offboarding_requests.view
Sample code | Curl 
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curl -v -u api_key:X -X GET 'https://domain.freshservice.com/api/v2/offboarding_requests/id'
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{
    "offboarding_request": {
        "id": 253,
        "created_at": "2020-07-10T11:50:55Z",
        "updated_at": "2020-07-10T11:50:55Z",
        "status": 1,
        "subject": "Employee Offboarding Request for Andrea",
        "ticket_id": 20,
        "actors": {
            "HR Manager": {
                "email": "sample@freshservice.com",
                "name": "Support",
                "response_status": "Completed"
            },
            "Reporting Manager": {
                "email": "sample@freshservice.com",
                "name": "Support",
                "response_status": "Pending"
            }
        },
        "fields": {
            "actor_2": 1,
            "cf_employee_name": "Andrea",
            "cf_employee_email": "andrea@freshservice.com",
            "cf_department": 5,
            "cf_separation_type": "Voluntary Separation",
            "cf_last_working_date_date": null,
            "cf_mobile_phone_number": "345678",
            "cf_assets": 1,
            "cf_location": 5,
            "cf_hierarchy": "L3",
            "cf_verified": true,
            "msf_preferred_locations": [ 53, 57 ]
            "msf_area_of_expertise": [
                "Ruby",
                "Java"
            ]
        },
        "lookup_values": {
            "actor_2": {
                "id": 1,
                "first_name": "Support",
                "last_name": null,
                "email": "sample@freshservice.com",
                "mobile": null,
                "phone": null
            },
            "cf_employee_email": {
                "id": 2,
                "first_name": "Andrea",
                "last_name":  "Paul",
                "email": "andrea@freshservice.com",
                "mobile": 12345XXXXX,
                "phone": 12XXXXX
            },
            "cf_department": {
                "id": 5,
                "name": "HR",
                "description": "HR Team"
            },
            "cf_assets": {
                "id": 1,
                "name": "Andrea's Laptop",
                "display_id": 527
            },
            "cf_location": {
                "id": 5,
                "name": "Canada"
            },
            "msf_preferred_locations": [
                {
                  "id": 53,
                  "name": "India"
                },
                {
                  "id": 57,
                  "name": "America"
                }
            ]
        }
    }
}
EXPAND ↓

View all Offboarding Requests

This API lets you view all the Offboarding Requests in your service desk.

The below table lists the custom status for Offboarding Request

Status value
Awaiting Information 1
Request Cancelled 2
Request In Progress 3
Request Completed 4
get /api/v2/offboarding_requests
OAuth 2.0 Scope
freshservice.offboarding_requests.view
Sample code | Curl 
1
curl -v -u api_key:X -X GET 'https://domain.freshservice.com/api/v2/offboarding_requests'
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{
    "offboarding_requests": [
        {
            "id": 253,
            "created_at": "2020-07-10T11:50:55Z",
            "updated_at": "2020-07-10T11:50:55Z",
            "status": 1,
            "subject": "Employee Offboarding Request for Andrea",
            "fields": {
                "actor_2": 1,
                "cf_employee_name": "Andrea",
                "cf_employee_email": "andrea@freshservice.com",
                "cf_separation_type": "Voluntary Separation",
                "cf_mobile_phone_number": "123456789",
                "cf_department": 5,
                "cf_location": 6,
                "cf_hierarchy": "L3",
                "cf_verified": true,
                "cf_assets": 1,
                "msf_area_of_expertise":  [ "Ruby", "Java"],
                "msf_preferred_locations": [ 53, 57 ]
            }
        },
        {
            "id": 248,
            "created_at": "2020-07-13T05:29:06Z",
            "updated_at": "2020-07-13T05:29:06Z",
            "status": 3,
            "subject": "Employee Offboarding Request for Rachel",
            "fields": {
                "actor_2": 1,
                "cf_employee_name": "Rachel",
                "cf_employee_email": "rachel@freshservice.com",
                "cf_separation_type": "Voluntary Separation",
                "cf_mobile_phone_number": "123456789",
                "cf_department": 2,
                "cf_location": null,
                "cf_hierarchy": "L3",
                "cf_verified": true,
                "cf_assets": 1,
                "msf_area_of_expertise": null,
                "msf_preferred_locations": [ 53, 57 ]
            }
        },
        {
            "id": 249,
            "created_at": "2020-07-13T05:32:09Z",
            "updated_at": "2020-07-13T05:29:09Z",
            "status": 3,
            "subject": "Employee Offboarding Request for Catherine",
            "fields": {
                "actor_2": 1,
                "cf_employee_name": "Catherine",
                "cf_employee_email": "catherine@freshservice.com",
                "cf_separation_type": "Voluntary Separation",
                "cf_mobile_phone_number": "123456789",
                "cf_department": 3,
                "cf_location": null,
                "cf_hierarchy": "L3",
                "cf_verified": true,
                "cf_assets": 1,
                "msf_area_of_expertise": null,
                "msf_preferred_locations": null
            }
        },
        {
            "id": 250,
            "created_at": "2020-07-13T06:35:06Z",
            "updated_at": "2020-07-13T06:35:06Z",
            "status": 2,
            "subject": "Employee Offboarding Request for Lily",
            "fields": {
                "actor_2": 1,
                "cf_employee_name": "Lily",
                "cf_employee_email": "lily@freshservice.com",
                "cf_separation_type": "Voluntary Separation",
                "cf_mobile_phone_number": "123456789",
                "cf_department": 4,
                "cf_location": null,
                "cf_hierarchy": "L3",
                "cf_verified": true,
                "cf_assets": 1,
                "msf_area_of_expertise": [ "Ruby", "Java"],
                "msf_preferred_locations": null
            }
        }
    ]
}
EXPAND ↓

View Offboarding Tickets

This API lets you retrieve and view the Offboarding Tickets associated with an Offboarding Request.

get /api/v2/offboarding_requests/id/tickets
OAuth 2.0 Scope
freshservice.offboarding_requests.view
Sample code | Curl 
1
curl -v -u api_key:X -X GET 'https://domain.freshservice.com/api/v2/offboarding_requests/id/tickets'
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{
  "offboarding_tickets": [
      {
          "id": 12,
          "created_at": "2020-07-01T15:14:17Z",
          "updated_at": "2020-07-01T15:14:17Z",
          "subject": "Employee Offboarding Request for Andrea",
          "responder_email": "",
          "status": 2,
          "predecessor_ticket_id": null,
          "successor_ticket_ids" : [13]
      },
      {
          "id": 13,
          "created_at": "2020-07-01T15:14:17Z",
          "updated_at": "2020-07-01T15:14:17Z",
          "subject": "Child Ticket 1",
          "responder_email": "monica@freshservice.com",
          "status": 4,
          "parent": false,
          "predecessor_ticket_id": 12,
          "successor_ticket_ids" : null,
          "offboarding_context": {
            "fields": {
                "actor_2": 1,
                "cf_employee_name": "Andrea",
                "cf_employee_email": "andrea@freshservice.com",
                "cf_department": 5,
                "cf_separation_type": "Voluntary Separation",
                "cf_last_working_date_date": null,
                "cf_mobile_phone_number": "345678",
                "cf_assets": 1,
                "cf_location": 5,
                "cf_hierarchy": "L3",
                "cf_verified": true,
                "msf_preferred_locations": [ 53, 57 ]
                "msf_area_of_expertise": [
                    "Ruby",
                    "Java"
                ]
            },
            "lookup_values": {
                "actor_2": {
                    "id": 1,
                    "first_name": "Support",
                    "last_name": null,
                    "email": "sample@freshservice.com",
                    "mobile": null,
                    "phone": null
                },
                "cf_employee_email": {
                    "id": 2,
                    "first_name": "Andrea",
                    "last_name":  "Paul",
                    "email": "andrea@freshservice.com",
                    "mobile": 12345XXXXX,
                    "phone": 12XXXXX
                },
                "cf_department": {
                    "id": 5,
                    "name": "HR",
                    "description": "HR Team"
                },
                "cf_assets": {
                    "id": 1,
                    "name": "Andrea's Laptop",
                    "display_id": 527
                },
                "cf_location": {
                    "id": 5,
                    "name": "Canada"
                },
                "msf_preferred_locations": [
                    {
                        "id": 53,
                        "name": "India"
                    },
                    {
                        "id": 57,
                        "name": "America"
                    }
                ]
            }
          }
      }
  ]
}
EXPAND ↓

Oncall management

On-Call Management helps organizations contain the impact of critical incidents by getting the right person to start working on an incident fast. It does so by automating escalation as per pre-configured calendars, rosters, communication channels, and notification rules.

Create a schedule

This operation allows you to create an on-call schedule for an agent group

Attribute Type Description
name string Name of the on-call schedule Mandatory
description string Description associated with the on-call schedule
agent_group_id number Unique identifier id of an agent group Mandatory
agent_group_name string Name of agent group Mandatory

Note: Only users with "Manage On-call schedules" privilege can access the following API.

post /api/v2/oncall/ws/[workspace_id]/schedules
Request 
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{
  "name": "OCS Schedule",
  "description": "Public OCS API",
  "agent_group_id": 1000208191,
  "agent_group_name": "1 Public API"
}
EXPAND ↓
OAuth 2.0 Scope
freshservice.oncall.manage
Sample code | Curl 
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curl -u api_key:X -H "Content-Type: application/json" -X POST -d '{
  "name": "OCS Public API Edit1",
  "description": "Public OCS API Edit1",
  "agent_group_id": 1000208191,
  "agent_group_name": "1 Public API"
}'
EXPAND ↓
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{
  "schedule": {
    "id": 10593,
    "name": "OCS Schedule",
    "description": "Public OCS API",
    "status": "ACTIVE",
    "agent_group_id": 1000208191,
    "agent_group_name": "1 Public API",
    "product_workspace_id": 5,
    "escalate_type_in_overlapcase": 0,
    "business_calendar": null,
    "shifts": null,
    "notification_rule": null,
    "escalation_policies": [
      {
        "id": 29624,
        "name": "Urgent-High Priority Escalation Policy",
        "status": "ACTIVE",
        "repeat_count": 2,
        "condition_type": 2,
        "rank": 0,
        "shift_ids": [
          -1
        ],
        "escalation_policy_paths": [
          {
            "id": 200987,
            "level": 1,
            "position": 1,
            "escalation_policy_path_notifiers": [
              {
                "notifier": null,
                "notifier_type": 0,
                "roster_type": 0
              }
            ],
            "notify_interval": 0,
            "channels": [
              0,
              1,
              2
            ]
          },
          {
            "id": 200988,
            "level": 1,
            "position": 2,
            "escalation_policy_path_notifiers": [
              {
                "notifier": null,
                "notifier_type": 0,
                "roster_type": 0
              }
            ],
            "notify_interval": 5,
            "channels": [
              0,
              1
            ]
          },
          {
            "id": 200989,
            "level": 1,
            "position": 3,
            "escalation_policy_path_notifiers": [
              {
                "notifier": null,
                "notifier_type": 0,
                "roster_type": 0
              }
            ],
            "notify_interval": 5,
            "channels": [
              0,
              1
            ]
          }
        ],
        "conditions": [
          {
            "property": "priority",
            "operator": 2,
            "value": [
              "4",
              "3"
            ],
            "module": "ticket"
          }
        ],
        "stakeholders": {
          "notify_interval": 2,
          "notifiers": null,
          "channels": []
        }
      },
      {
        "id": 29625,
        "name": "Medium Priority Escalation Policy",
        "status": "ACTIVE",
        "repeat_count": 2,
        "condition_type": 2,
        "rank": 1,
        "shift_ids": [
          -1
        ],
        "escalation_policy_paths": [
          {
            "id": 200990,
            "level": 1,
            "position": 1,
            "escalation_policy_path_notifiers": [
              {
                "notifier": null,
                "notifier_type": 0,
                "roster_type": 0
              }
            ],
            "notify_interval": 0,
            "channels": [
              2
            ]
          },
          {
            "id": 200991,
            "level": 1,
            "position": 2,
            "escalation_policy_path_notifiers": [
              {
                "notifier": null,
                "notifier_type": 0,
                "roster_type": 0
              }
            ],
            "notify_interval": 5,
            "channels": [
              2
            ]
          },
          {
            "id": 200992,
            "level": 1,
            "position": 3,
            "escalation_policy_path_notifiers": [
              {
                "notifier": null,
                "notifier_type": 0,
                "roster_type": 0
              }
            ],
            "notify_interval": 10,
            "channels": [
              2
            ]
          }
        ],
        "conditions": [
          {
            "property": "priority",
            "operator": 2,
            "value": [
              "2"
            ],
            "module": "ticket"
          }
        ],
        "stakeholders": {
          "notify_interval": 2,
          "notifiers": null,
          "channels": []
        }
      },
      {
        "id": 29626,
        "name": "Low Priority Escalation Policy",
        "status": "INACTIVE",
        "repeat_count": 2,
        "condition_type": 2,
        "rank": 2,
        "shift_ids": [
          -1
        ],
        "escalation_policy_paths": [
          {
            "id": 200993,
            "level": 1,
            "position": 1,
            "escalation_policy_path_notifiers": [
              {
                "notifier": null,
                "notifier_type": 0,
                "roster_type": 0
              }
            ],
            "notify_interval": 0,
            "channels": [
              2
            ]
          }
        ],
        "conditions": [
          {
            "property": "priority",
            "operator": 2,
            "value": [
                "1"
            ],
            "module": "ticket"
          }
        ],
        "stakeholders": {
          "notify_interval": 2,
          "notifiers": null,
          "channels": []
        }
      }
    ]
  }
}
EXPAND ↓

Update a schedule

This operation allows you to update an existing on-call schedule

Note: Only users with "Manage On-call schedules" privilege can access the following API.

put /api/v2/oncall/ws/[workspace_id]/schedules/[schedule_id]
Request 
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{
	"name": "OCS Public API Edit1",
	"description": "Public OCS API Edit1",
	"agent_group_id": 1000208191,
	"agent_group_name": "1 Public API"
}
EXPAND ↓
OAuth 2.0 Scope
freshservice.oncall.manage
Sample code | Curl 
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curl -u api_key:X -H "Content-Type: application/json" -X PUT -d '{
	"name": "OCS Public API Edit1",
	"description": "Public OCS API Edit1",
	"agent_group_id": 1000208191,
	"agent_group_name": "1 Public API"
}'
EXPAND ↓
Response 
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{
	"schedule": {
		"id": 10593,
		"name": "OCS Public API Edit1",
		"description": "Public OCS API Edit1",
		"status": "ACTIVE",
		"agent_group_id": 1000208191,
		"agent_group_name": "1 Public API",
		"product_workspace_id": 5,
		"escalate_type_in_overlapcase": 0,
		"business_calendar": null,
		"shifts": null,
		"notification_rule": null,
		"escalation_policies": null
	}
}
EXPAND ↓

View all schedules

This operation allows you to fetch details about all on-call schedules in your workspace

Note: Only users with "View On-call schedules" or "Manage On-call schedules" privilege can access the API.

get /api/v2/oncall/ws/[workspace_id]/schedules?page=[page]&per_page=[per_page]
OAuth 2.0 Scope
freshservice.oncall.view
Sample code | Curl 
1
curl -v -u api_key:X -X GET 'https://domain.freshservice.com/api/v2/oncall/ws/2/schedules?page=1&per_page=30'
EXPAND ↓
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{
	"schedules": [
		{
			"id": 10593,
			"name": "OCS Schedule 1",
			"description": "Public OCS API",
			"agent_group_id": 1000207615,
			"agent_group_name": "Database Team",
			"invalid_numbers_present": false
		},
		{
			"id": 9513,
			"name": "OCS Schedule 2",
			"description": null,
			"agent_group_id": 1000207613,
			"agent_group_name": "Change Team",
			"invalid_numbers_present": false
		},
	],
	"meta": {
		"total_items": 2,
		"page_number": 1,
		"per_page": 2
	}
}
EXPAND ↓

Filter schedules

This operation allows you to get list of all on-call schedules in your workspace whose schedule names include the search query (scheduleName).

Note: Supports between 2 to 255 char as input. Input supports alphanumeric and following characters - " / \ - _ . + ( ) $ & ! @ # % ^ * [ ] { } | ' : < > ;?

Note: Only users with "View On-call schedules" or "Manage On-call schedules" privilege can access the API.

get /api/v2/oncall/ws/[workspace_id]/schedules?page=[page]&per_page=[per_page]&query=[schedule_name]
OAuth 2.0 Scope
freshservice.oncall.view
Sample code | Curl 
1
curl -v -u api_key:X -X GET 'https://domain.freshservice.com/api/v2/oncall/ws/2/schedules?page=1&per_page=30&query=Schedule1'
EXPAND ↓
Response 
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{
	"schedules": [
		{
			"id": 10593,
			"name": "Schedule1",
			"description": "Public OCS API",
			"agent_group_id": 1000207615,
			"agent_group_name": "Database Team",
			"invalid_numbers_present": false
		}
	],
	"meta": {
		"total_items": 1,
		"page_number": 1,
		"per_page": 30
	}
}
EXPAND ↓

View a schedule

This operation allows you to fetch details about all on-call schedules in your workspace by ID

Note: Only users with "View On-call schedules" or "Manage On-call schedules" privilege can access the API.

get /api/v2/oncall/ws/[workspace_id]/schedules/[schedule_id]
OAuth 2.0 Scope
freshservice.oncall.view
Sample code | Curl 
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curl -v -u api_key:X -X GET 'https://domain.freshservice.com/api/v2/oncall/ws/2/schedules/8569'
EXPAND ↓
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{
		"schedule": {
			"id": 10593,
			"name": "OCS Schedule",
			"description": "Public OCS API",
			"status": "ACTIVE",
			"agent_group_id": 1000207615,
			"agent_group_name": "Database Team",
			"product_workspace_id": 5,
			"escalate_type_in_overlapcase": 0,
			"business_calendar": {
				"id": 884,
				"name": "Default",
				"timezone": "Chennai",
				"product_calendar_id": "1000014397"
			},
			"shifts": [
				{
					"id": 11409,
					"name": "OCS shift",
					"description": null,
					"timezone": "Eastern Time (US & Canada)",
					"status": "ACTIVE",
					"start_date": "2024-04-18T05:00:00Z",
					"end_date": null,
					"rosters": [
						{
							"id": 18805,
							"roster_type": "PRIMARY",
							"rotation_type": "DAILY",
							"hand_off_day": "MON",
							"hand_off_date": 1,
							"custom_rotation_type": "HOURS",
							"custom_rotation_length": 1,
							"shift_restriction_type": "TWENTY4X7",
							"members": [
								{
									"id": 275297,
									"user": {
										"id": 16146,
										"name": "Staging Test Agent",
										"email": "john.doe@gmail.com",
										"second_email": null,
										"product_user_id": "1001447031",
										"phone": null,
										"mobile": null,
										"agent": true,
										"group_ids": "1000207613,1000207614,1000207615,1000207616,1000207617,1000207620"
									},
									"roster_type": "PRIMARY",
									"sequence_order": 1
								}
							],
							"shift_times": [],
							"shift_events": [
								{
									"id": 373281797,
									"user": {
										"id": 16146,
										"name": "Staging Test Agent",
										"email": "john.doe@gmail.com",
										"second_email": null,
										"product_user_id": "1001447031",
										"phone": null,
										"mobile": null,
										"agent": true,
										"group_ids": "1000207613,1000207614,1000207615,1000207616,1000207617,1000207620"
									},
									"event_start_date_time": "2024-04-18T05:00:00Z",
									"event_end_date_time": "2024-04-19T05:00:00Z",
									"overridden": false
								},
								{
									"id": 373281798,
									"user": {
										"id": 16146,
										"name": "Staging Test Agent",
										"email": "john.doe@gmail.com",
										"second_email": null,
										"product_user_id": "1001447031",
										"phone": null,
										"mobile": null,
										"agent": true,
										"group_ids": "1000207613,1000207614,1000207615,1000207616,1000207617,1000207620"
									},
									"event_start_date_time": "2024-04-19T05:00:00Z",
									"event_end_date_time": "2024-04-20T05:00:00Z",
									"overridden": false
								},
								{
									"id": 373281799,
									"user": {
										"id": 16146,
										"name": "Staging Test Agent",
										"email": "john.doe@gmail.com",
										"second_email": null,
										"product_user_id": "1001447031",
										"phone": null,
										"mobile": null,
										"agent": true,
										"group_ids": "1000207613,1000207614,1000207615,1000207616,1000207617,1000207620"
									},
									"event_start_date_time": "2024-04-20T05:00:00Z",
									"event_end_date_time": "2024-04-21T05:00:00Z",
									"overridden": false
								}
							],
							"shift_event_overrides": [],
							"is_only_overridden_events": false
						}
					],
					"escalation_path": null
				}
			],
			"notification_rule": null,
			"escalation_policies": [
				{
					"id": 29624,
					"name": "Urgent-High Priority Escalation Policy",
					"status": "ACTIVE",
					"repeat_count": 2,
					"condition_type": 2,
					"rank": 0,
					"shift_ids": [
						-1
					],
					"escalation_policy_paths": [
						{
							"id": 200987,
							"level": 1,
							"position": 1,
							"escalation_policy_path_notifiers": [
								{
									"notifier": null,
									"notifier_type": 0,
									"roster_type": 0
								}
							],
							"notify_interval": 0,
							"channels": [
								0,
								1,
								2
							]
						},
						{
							"id": 200988,
							"level": 1,
							"position": 2,
							"escalation_policy_path_notifiers": [
								{
									"notifier": null,
									"notifier_type": 0,
									"roster_type": 0
								}
							],
							"notify_interval": 5,
							"channels": [
								0,
								1
							]
						},
						{
							"id": 200989,
							"level": 1,
							"position": 3,
							"escalation_policy_path_notifiers": [
								{
									"notifier": null,
									"notifier_type": 0,
									"roster_type": 0
								}
							],
							"notify_interval": 5,
							"channels": [
								0,
								1
							]
						}
					],
					"conditions": [
						{
							"property": "priority",
							"operator": 2,
							"value": [
								"4",
								"3"
							],
							"module": "ticket"
						}
					],
					"stakeholders": {
						"notify_interval": 2,
						"notifiers": null,
						"channels": []
					}
				},
				{
					"id": 29625,
					"name": "Medium Priority Escalation Policy",
					"status": "ACTIVE",
					"repeat_count": 2,
					"condition_type": 2,
					"rank": 1,
					"shift_ids": [
						-1
					],
					"escalation_policy_paths": [
						{
							"id": 200990,
							"level": 1,
							"position": 1,
							"escalation_policy_path_notifiers": [
								{
									"notifier": null,
									"notifier_type": 0,
									"roster_type": 0
								}
							],
							"notify_interval": 0,
							"channels": [
								2
							]
						},
						{
							"id": 200991,
							"level": 1,
							"position": 2,
							"escalation_policy_path_notifiers": [
								{
									"notifier": null,
									"notifier_type": 0,
									"roster_type": 0
								}
							],
							"notify_interval": 5,
							"channels": [
								2
							]
						},
						{
							"id": 200992,
							"level": 1,
							"position": 3,
							"escalation_policy_path_notifiers": [
								{
									"notifier": null,
									"notifier_type": 0,
									"roster_type": 0
								}
							],
							"notify_interval": 10,
							"channels": [
								2
							]
						}
					],
					"conditions": [
						{
							"property": "priority",
							"operator": 2,
							"value": [
								"2"
							],
							"module": "ticket"
						}
					],
					"stakeholders": {
						"notify_interval": 2,
						"notifiers": null,
						"channels": []
					}
				},
				{
					"id": 29626,
					"name": "Low Priority Escalation Policy",
					"status": "INACTIVE",
					"repeat_count": 2,
					"condition_type": 2,
					"rank": 2,
					"shift_ids": [
						-1
					],
					"escalation_policy_paths": [
						{
							"id": 200993,
							"level": 1,
							"position": 1,
							"escalation_policy_path_notifiers": [
								{
									"notifier": null,
									"notifier_type": 0,
									"roster_type": 0
								}
							],
							"notify_interval": 0,
							"channels": [
								2
							]
						}
					],
					"conditions": [
						{
							"property": "priority",
							"operator": 2,
							"value": [
								"1"
							],
							"module": "ticket"
						}
					],
					"stakeholders": {
						"notify_interval": 2,
						"notifiers": null,
						"channels": []
					}
				}
			]
		}
	}
EXPAND ↓

Delete a schedule

This operation allows you to delete n on-call schedules in your workspace by its ID

Note: Only users with "Manage On-call schedules" privilege can access the API.

delete /api/v2/oncall/ws/[workspace_id]/schedules/[schedule_id]
OAuth 2.0 Scope
freshservice.oncall.manage
Sample code | Curl 
1
curl -v -u api_key:X -X DELETE 'https://domain.freshservice.com/api/v2/oncall/ws/2/schedules/8569'
EXPAND ↓
Response 
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HTTP Status: 204 No Content
EXPAND ↓

Create a shift

This operation lets you create a new shift within your on-call schedule

Attribute Type Description
name string Name of the on-call schedule Mandatory
timezone string Timezone for the on-call schedule Mandatory
start_date datetime Date and time from which the shift starts Mandatory
end_date datetime Date and time from which the shift ends
roster json Provide details about your roster part of the shift

Note: Only users with "Manage On-call schedules" privilege can access the following API.

post api/v2/oncall/ws/[workspace_id]/schedules/[schedule_id]/shifts
Request 
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{
  "name": "OCS shift",
  "timezone": "Eastern Time (US & Canada)",
  "start_date": "2024-04-18T05:00:00Z",
  "rosters": [
    {
      "roster_type": "PRIMARY",
      "id": null,
      "rotation_type": "DAILY",
      "hand_off_day": "MON",
      "hand_off_date": 1,
      "custom_rotation_type": "HOURS",
      "custom_rotation_length": 1,
      "shift_restriction_type": "TWENTY4X7",
      "members": [
        {
          "user": {
            "name": "Staging Test Agent",
            "email": "john.doe@gmail.com",
            "product_user_id": "1001447031"
          },
          "color_code": "#ffffff",
          "roster_type": "PRIMARY"
        }
      ],
      "shift_times": [],
      "shift_event_overrides": []
    },
    {
      "roster_type": "SECONDARY",
      "id": null,
      "rotation_type": "DAILY",
      "hand_off_day": "MON",
      "hand_off_date": 1,
      "custom_rotation_type": "HOURS",
      "custom_rotation_length": 1,
      "shift_restriction_type": "TWENTY4X7",
      "members": [
        {
          "user": {
            "name": "John Doe",
            "email": "john.doe@gmail.com",
            "product_user_id": "1000814658"
          },
          "color_code": "#ffffff",
          "roster_type": "SECONDARY"
        }
      ],
      "shift_times": [],
      "shift_event_overrides": []
    },
    {
      "roster_type": "TERTIARY",
      "id": null,
      "rotation_type": "DAILY",
      "hand_off_day": "MON",
      "hand_off_date": 1,
      "custom_rotation_type": "HOURS",
      "custom_rotation_length": 1,
      "shift_restriction_type": "TWENTY4X7",
      "members": [
        {
          "user": {
            "name": "John Doe",
            "email": "john.doe@gmail.com",
            "product_user_id": "1000814658"
          },
          "color_code": "#ffffff",
          "roster_type": "TERTIARY"
        }
      ],
      "shift_times": [],
      "shift_event_overrides": []
    }
  ]
}
EXPAND ↓
OAuth 2.0 Scope
freshservice.oncall.manage
Sample code | Curl 
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curl -u api_key:X -H "Content-Type: application/json" -X POST -d '{
  "name": "OCS shift",
  "timezone": "Eastern Time (US & Canada)",
  "start_date": "2024-04-18T05:00:00Z",
  "rosters": [
    {
      "roster_type": "PRIMARY",
      "id": null,
      "rotation_type": "DAILY",
      "hand_off_day": "MON",
      "hand_off_date": 1,
      "custom_rotation_type": "HOURS",
      "custom_rotation_length": 1,
      "shift_restriction_type": "TWENTY4X7",
      "members": [
        {
          "user": {
            "name": "Staging Test Agent",
            "email": "john.doe@gmail.com",
            "product_user_id": "1001447031"
          },
          "color_code": "#ffffff",
          "roster_type": "PRIMARY"
        }
      ],
      "shift_times": [],
      "shift_event_overrides": []
    },
    {
      "roster_type": "SECONDARY",
      "id": null,
      "rotation_type": "DAILY",
      "hand_off_day": "MON",
      "hand_off_date": 1,
      "custom_rotation_type": "HOURS",
      "custom_rotation_length": 1,
      "shift_restriction_type": "TWENTY4X7",
      "members": [
        {
          "user": {
            "name": "John Doe",
            "email": "john.doe@gmail.com",
            "product_user_id": "1000814658"
          },
          "color_code": "#ffffff",
          "roster_type": "SECONDARY"
        }
      ],
      "shift_times": [],
      "shift_event_overrides": []
    },
    {
      "roster_type": "TERTIARY",
      "id": null,
      "rotation_type": "DAILY",
      "hand_off_day": "MON",
      "hand_off_date": 1,
      "custom_rotation_type": "HOURS",
      "custom_rotation_length": 1,
      "shift_restriction_type": "TWENTY4X7",
      "members": [
        {
          "user": {
            "name": "John Doe",
            "email": "john.doe@gmail.com",
            "product_user_id": "1000814658"
          },
          "color_code": "#ffffff",
          "roster_type": "TERTIARY"
        }
      ],
      "shift_times": [],
      "shift_event_overrides": []
    }
  ]
}'
EXPAND ↓
Response 
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{
		"shift": {
			"id": 11411,
			"name": "OCS shift",
			"description": null,
			"timezone": "Eastern Time (US & Canada)",
			"status": "ACTIVE",
			"start_date": "2024-04-18T05:00:00Z",
			"end_date": null,
			"rosters": [
				{
					"id": 18807,
					"roster_type": "PRIMARY",
					"rotation_type": "DAILY",
					"hand_off_day": "MON",
					"hand_off_date": 1,
					"custom_rotation_type": "HOURS",
					"custom_rotation_length": 1,
					"shift_restriction_type": "TWENTY4X7",
					"members": [
						{
							"id": 275299,
							"user": {
								"id": 16146,
								"name": "Staging Test Agent",
								"email": "john.doe@gmail.com",
								"second_email": null,
								"product_user_id": "1001447031",
								"phone": null,
								"mobile": null,
								"agent": true,
								"group_ids": "1000207613,1000207614,1000207615,1000207616,1000207617,1000207620"
							},
							"roster_type": "PRIMARY",
							"sequence_order": 1
						}
					],
					"shift_times": [],
					"shift_events": [
						{
							"id": 373282018,
							"user": {
								"id": 16146,
								"name": "Staging Test Agent",
								"email": "john.doe@gmail.com",
								"second_email": null,
								"product_user_id": "1001447031",
								"phone": null,
								"mobile": null,
								"agent": true,
								"group_ids": "1000207613,1000207614,1000207615,1000207616,1000207617,1000207620"
							},
							"event_start_date_time": "2024-04-18T05:00:00Z",
							"event_end_date_time": "2024-04-19T05:00:00Z",
							"overridden": false
						},
						{
							"id": 373282019,
							"user": {
								"id": 16146,
								"name": "Staging Test Agent",
								"email": "john.doe@gmail.com",
								"second_email": null,
								"product_user_id": "1001447031",
								"phone": null,
								"mobile": null,
								"agent": true,
								"group_ids": "1000207613,1000207614,1000207615,1000207616,1000207617,1000207620"
							},
							"event_start_date_time": "2024-04-19T05:00:00Z",
							"event_end_date_time": "2024-04-20T05:00:00Z",
							"overridden": false
						},
						{
							"id": 373282020,
							"user": {
								"id": 16146,
								"name": "Staging Test Agent",
								"email": "john.doe@gmail.com",
								"second_email": null,
								"product_user_id": "1001447031",
								"phone": null,
								"mobile": null,
								"agent": true,
								"group_ids": "1000207613,1000207614,1000207615,1000207616,1000207617,1000207620"
							},
							"event_start_date_time": "2024-04-20T05:00:00Z",
							"event_end_date_time": "2024-04-21T05:00:00Z",
							"overridden": false
						}
					],
					"shift_event_overrides": [],
					"is_only_overridden_events": false
				},
				{
					"id": 18808,
					"roster_type": "SECONDARY",
					"rotation_type": "DAILY",
					"hand_off_day": "MON",
					"hand_off_date": 1,
					"custom_rotation_type": "HOURS",
					"custom_rotation_length": 1,
					"shift_restriction_type": "TWENTY4X7",
					"members": [
						{
							"id": 275300,
							"user": {
								"id": 47,
								"name": "John Doe",
								"email": "john.doe@gmail.com",
								"second_email": null,
								"product_user_id": "1000814658",
								"phone": "+13232323232",
								"mobile": null,
								"agent": true,
								"group_ids": "1000186851,1000186855,1000206400,1000206869,1000207617,1000207620,1000207696,1000208087"
							},
							"roster_type": "SECONDARY",
							"sequence_order": 1
						}
					],
					"shift_times": [],
					"shift_events": [
						{
							"id": 373282092,
							"user": {
								"id": 47,
								"name": "John Doe",
								"email": "john.doe@gmail.com",
								"second_email": null,
								"product_user_id": "1000814658",
								"phone": "+13232323232",
								"mobile": null,
								"agent": true,
								"group_ids": "1000186851,1000186855,1000206400,1000206869,1000207617,1000207620,1000207696,1000208087"
							},
							"event_start_date_time": "2024-04-18T05:00:00Z",
							"event_end_date_time": "2024-04-19T05:00:00Z",
							"overridden": false
						},
						{
							"id": 373282093,
							"user": {
								"id": 47,
								"name": "John Doe",
								"email": "john.doe@gmail.com",
								"second_email": null,
								"product_user_id": "1000814658",
								"phone": "+13232323232",
								"mobile": null,
								"agent": true,
								"group_ids": "1000186851,1000186855,1000206400,1000206869,1000207617,1000207620,1000207696,1000208087"
							},
							"event_start_date_time": "2024-04-19T05:00:00Z",
							"event_end_date_time": "2024-04-20T05:00:00Z",
							"overridden": false
						},
						{
							"id": 373282094,
							"user": {
								"id": 47,
								"name": "John Doe",
								"email": "john.doe@gmail.com",
								"second_email": null,
								"product_user_id": "1000814658",
								"phone": "+13232323232",
								"mobile": null,
								"agent": true,
								"group_ids": "1000186851,1000186855,1000206400,1000206869,1000207617,1000207620,1000207696,1000208087"
							},
							"event_start_date_time": "2024-04-20T05:00:00Z",
							"event_end_date_time": "2024-04-21T05:00:00Z",
							"overridden": false
						}
					],
					"shift_event_overrides": [],
					"is_only_overridden_events": false
				},
				{
					"id": 18809,
					"roster_type": "TERTIARY",
					"rotation_type": "DAILY",
					"hand_off_day": "MON",
					"hand_off_date": 1,
					"custom_rotation_type": "HOURS",
					"custom_rotation_length": 1,
					"shift_restriction_type": "TWENTY4X7",
					"members": [
						{
							"id": 275301,
							"user": {
								"id": 47,
								"name": "John Doe",
								"email": "john.doe@gmail.com",
								"second_email": null,
								"product_user_id": "1000814658",
								"phone": "+13232323232",
								"mobile": null,
								"agent": true,
								"group_ids": "1000186851,1000186855,1000206400,1000206869,1000207617,1000207620,1000207696,1000208087"
							},
							"roster_type": "TERTIARY",
							"sequence_order": 1
						}
					],
					"shift_times": [],
					"shift_events": [
						{
							"id": 373282166,
							"user": {
								"id": 47,
								"name": "John Doe",
								"email": "john.doe@gmail.com",
								"second_email": null,
								"product_user_id": "1000814658",
								"phone": "+13232323232",
								"mobile": null,
								"agent": true,
								"group_ids": "1000186851,1000186855,1000206400,1000206869,1000207617,1000207620,1000207696,1000208087"
							},
							"event_start_date_time": "2024-04-18T05:00:00Z",
							"event_end_date_time": "2024-04-19T05:00:00Z",
							"overridden": false
						},
						{
							"id": 373282167,
							"user": {
								"id": 47,
								"name": "John Doe",
								"email": "john.doe@gmail.com",
								"second_email": null,
								"product_user_id": "1000814658",
								"phone": "+13232323232",
								"mobile": null,
								"agent": true,
								"group_ids": "1000186851,1000186855,1000206400,1000206869,1000207617,1000207620,1000207696,1000208087"
							},
							"event_start_date_time": "2024-04-19T05:00:00Z",
							"event_end_date_time": "2024-04-20T05:00:00Z",
							"overridden": false
						},
						{
							"id": 373282168,
							"user": {
								"id": 47,
								"name": "John Doe",
								"email": "john.doe@gmail.com",
								"second_email": null,
								"product_user_id": "1000814658",
								"phone": "+13232323232",
								"mobile": null,
								"agent": true,
								"group_ids": "1000186851,1000186855,1000206400,1000206869,1000207617,1000207620,1000207696,1000208087"
							},
							"event_start_date_time": "2024-04-20T05:00:00Z",
							"event_end_date_time": "2024-04-21T05:00:00Z",
							"overridden": false
						}
					],
					"shift_event_overrides": [],
					"is_only_overridden_events": false
				}
			],
			"escalation_path": null
		}
	}
EXPAND ↓

Update a shift

This operation lets you update an existing shift within your on-call schedule

Note: Only users with "Manage On-call schedules" privilege can access the following API.

put /api/v2/oncall/ws/[workspace_id]/schedules/[schedule_id]/shifts/[shift_id]
Request 
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{
  "start_date": "2024-04-18T05:00:00Z",
  "name": "OCS shift",
  "timezone": "Eastern Time (US & Canada)",
  "end_date": null,
  "rosters": [
    {
      "roster_type": "PRIMARY",
      "id": "18807",
      "rotation_type": "WEEKLY",
      "hand_off_day": "WED",
      "hand_off_date": "1",
      "custom_rotation_type": "HOURS",
      "custom_rotation_length": 1,
      "shift_restriction_type": "TWENTY4X7",
      "members": [
        {
          "user": {
            "name": "Staging Test Agent",
            "email": "john.doe@gmail.com",
            "product_user_id": "1001447031"
          }
        }
      ],
      "shift_times": [],
      "shift_event_overrides": []
    }
  ]
}
EXPAND ↓
OAuth 2.0 Scope
freshservice.oncall.manage
Sample code | Curl 
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curl -u api_key:X -H "Content-Type: application/json" -X PUT -d '{
  "shift": {
    "id": 11411,
    "name": "OCS shift",
    "description": null,
    "timezone": "Eastern Time (US & Canada)",
    "status": "ACTIVE",
    "start_date": "2024-04-18T05:00:00Z",
    "end_date": null,
    "rosters": [
      {
        "id": 18807,
        "roster_type": "PRIMARY",
        "rotation_type": "WEEKLY",
        "hand_off_day": "WED",
        "hand_off_date": 1,
        "custom_rotation_type": "HOURS",
        "custom_rotation_length": 1,
        "shift_restriction_type": "TWENTY4X7",
        "members": [
          {
            "id": 275302,
            "user": {
              "id": 16146,
              "name": "Staging Test Agent",
              "email": "john.doe@gmail.com",
              "second_email": null,
              "product_user_id": "1001447031",
              "phone": null,
              "mobile": null,
              "agent": true,
              "group_ids": "1000207613,1000207614,1000207615,1000207616,1000207617,1000207620"
            },
            "roster_type": "PRIMARY",
            "sequence_order": 1
          }
        ],
        "shift_times": [],
        "shift_events": [
          {
            "id": 373282018,
            "user": {
              "id": 16146,
              "name": "Staging Test Agent",
              "email": "john.doe@gmail.com",
              "second_email": null,
              "product_user_id": "1001447031",
              "phone": null,
              "mobile": null,
              "agent": true,
              "group_ids": "1000207613,1000207614,1000207615,1000207616,1000207617,1000207620"
            },
            "event_start_date_time": "2024-04-18T05:00:00Z",
            "event_end_date_time": "2024-04-24T05:00:00Z",
            "overridden": false
          }
        ],
        "shift_event_overrides": [],
        "is_only_overridden_events": false
      },
      {
        "id": 18808,
        "roster_type": "SECONDARY",
        "rotation_type": "DAILY",
        "hand_off_day": "MON",
        "hand_off_date": 1,
        "custom_rotation_type": "HOURS",
        "custom_rotation_length": 1,
        "shift_restriction_type": "TWENTY4X7",
        "members": [
          {
            "id": 275300,
            "user": {
              "id": 47,
              "name": "John Doe",
              "email": "john.doe@gmail.com",
              "second_email": null,
              "product_user_id": "1000814658",
              "phone": "+13232323232",
              "mobile": null,
              "agent": true,
              "group_ids": "1000186851,1000186855,1000206400,1000206869,1000207617,1000207620,1000207696,1000208087"
            },
            "roster_type": "PRIMARY",
            "sequence_order": 1
          }
        ],
        "shift_times": [],
        "shift_events": [
          {
            "id": 373282092,
            "user": {
              "id": 47,
              "name": "John Doe",
              "email": "john.doe@gmail.com",
              "second_email": null,
              "product_user_id": "1000814658",
              "phone": "+13232323232",
              "mobile": null,
              "agent": true,
              "group_ids": "1000186851,1000186855,1000206400,1000206869,1000207617,1000207620,1000207696,1000208087"
            },
            "event_start_date_time": "2024-04-18T05:00:00Z",
            "event_end_date_time": "2024-04-19T05:00:00Z",
            "overridden": false
          },
          {
            "id": 373282093,
            "user": {
              "id": 47,
              "name": "John Doe",
              "email": "john.doe@gmail.com",
              "second_email": null,
              "product_user_id": "1000814658",
              "phone": "+13232323232",
              "mobile": null,
              "agent": true,
              "group_ids": "1000186851,1000186855,1000206400,1000206869,1000207617,1000207620,1000207696,1000208087"
            },
            "event_start_date_time": "2024-04-19T05:00:00Z",
            "event_end_date_time": "2024-04-20T05:00:00Z",
            "overridden": false
          },
          {
            "id": 373282094,
            "user": {
              "id": 47,
              "name": "John Doe",
              "email": "john.doe@gmail.com",
              "second_email": null,
              "product_user_id": "1000814658",
              "phone": "+13232323232",
              "mobile": null,
              "agent": true,
              "group_ids": "1000186851,1000186855,1000206400,1000206869,1000207617,1000207620,1000207696,1000208087"
            },
            "event_start_date_time": "2024-04-20T05:00:00Z",
            "event_end_date_time": "2024-04-21T05:00:00Z",
            "overridden": false
          }
        ],
        "shift_event_overrides": [],
        "is_only_overridden_events": false
      },
      {
        "id": 18809,
        "roster_type": "TERTIARY",
        "rotation_type": "DAILY",
        "hand_off_day": "MON",
        "hand_off_date": 1,
        "custom_rotation_type": "HOURS",
        "custom_rotation_length": 1,
        "shift_restriction_type": "TWENTY4X7",
        "members": [
          {
            "id": 275301,
            "user": {
              "id": 47,
              "name": "John Doe",
              "email": "john.doe@gmail.com",
              "second_email": null,
              "product_user_id": "1000814658",
              "phone": "+13232323232",
              "mobile": null,
              "agent": true,
              "group_ids": "1000186851,1000186855,1000206400,1000206869,1000207617,1000207620,1000207696,1000208087"
            },
            "roster_type": "PRIMARY",
            "sequence_order": 1
          }
        ],
        "shift_times": [],
        "shift_events": [
          {
            "id": 373282166,
            "user": {
              "id": 47,
              "name": "John Doe",
              "email": "john.doe@gmail.com",
              "second_email": null,
              "product_user_id": "1000814658",
              "phone": "+13232323232",
              "mobile": null,
              "agent": true,
              "group_ids": "1000186851,1000186855,1000206400,1000206869,1000207617,1000207620,1000207696,1000208087"
            },
            "event_start_date_time": "2024-04-18T05:00:00Z",
            "event_end_date_time": "2024-04-19T05:00:00Z",
            "overridden": false
          },
          {
            "id": 373282167,
            "user": {
              "id": 47,
              "name": "John Doe",
              "email": "john.doe@gmail.com",
              "second_email": null,
              "product_user_id": "1000814658",
              "phone": "+13232323232",
              "mobile": null,
              "agent": true,
              "group_ids": "1000186851,1000186855,1000206400,1000206869,1000207617,1000207620,1000207696,1000208087"
            },
            "event_start_date_time": "2024-04-19T05:00:00Z",
            "event_end_date_time": "2024-04-20T05:00:00Z",
            "overridden": false
          },
          {
            "id": 373282168,
            "user": {
              "id": 47,
              "name": "John Doe",
              "email": "john.doe@gmail.com",
              "second_email": null,
              "product_user_id": "1000814658",
              "phone": "+13232323232",
              "mobile": null,
              "agent": true,
              "group_ids": "1000186851,1000186855,1000206400,1000206869,1000207617,1000207620,1000207696,1000208087"
            },
            "event_start_date_time": "2024-04-20T05:00:00Z",
            "event_end_date_time": "2024-04-21T05:00:00Z",
            "overridden": false
          }
        ],
        "shift_event_overrides": [],
        "is_only_overridden_events": false
      }
    ],
    "escalation_path": null
  }
}'
EXPAND ↓
Response 
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{
		"shift": {
			"id": 11411,
			"name": "OCS shift",
			"description": null,
			"timezone": "Eastern Time (US & Canada)",
			"status": "ACTIVE",
			"start_date": "2024-04-18T05:00:00Z",
			"end_date": null,
			"rosters": [
				{
					"id": 18807,
					"roster_type": "PRIMARY",
					"rotation_type": "WEEKLY",
					"hand_off_day": "WED",
					"hand_off_date": 1,
					"custom_rotation_type": "HOURS",
					"custom_rotation_length": 1,
					"shift_restriction_type": "TWENTY4X7",
					"members": [
						{
							"id": 275302,
							"user": {
								"id": 16146,
								"name": "Staging Test Agent",
								"email": "john.doe@gmail.com",
								"second_email": null,
								"product_user_id": "1001447031",
								"phone": null,
								"mobile": null,
								"agent": true,
								"group_ids": "1000207613,1000207614,1000207615,1000207616,1000207617,1000207620"
							},
							"roster_type": "PRIMARY",
							"sequence_order": 1
						}
					],
					"shift_times": [],
					"shift_events": [
						{
							"id": 373282018,
							"user": {
								"id": 16146,
								"name": "Staging Test Agent",
								"email": "john.doe@gmail.com",
								"second_email": null,
								"product_user_id": "1001447031",
								"phone": null,
								"mobile": null,
								"agent": true,
								"group_ids": "1000207613,1000207614,1000207615,1000207616,1000207617,1000207620"
							},
							"event_start_date_time": "2024-04-18T05:00:00Z",
							"event_end_date_time": "2024-04-24T05:00:00Z",
							"overridden": false
						}
					],
					"shift_event_overrides": [],
					"is_only_overridden_events": false
				},
				{
					"id": 18808,
					"roster_type": "SECONDARY",
					"rotation_type": "DAILY",
					"hand_off_day": "MON",
					"hand_off_date": 1,
					"custom_rotation_type": "HOURS",
					"custom_rotation_length": 1,
					"shift_restriction_type": "TWENTY4X7",
					"members": [
						{
							"id": 275300,
							"user": {
								"id": 47,
								"name": "John Doe",
								"email": "john.doe@gmail.com",
								"second_email": null,
								"product_user_id": "1000814658",
								"phone": "+13232323232",
								"mobile": null,
								"agent": true,
								"group_ids": "1000186851,1000186855,1000206400,1000206869,1000207617,1000207620,1000207696,1000208087"
							},
							"roster_type": "PRIMARY",
							"sequence_order": 1
						}
					],
					"shift_times": [],
					"shift_events": [
						{
							"id": 373282092,
							"user": {
								"id": 47,
								"name": "John Doe",
								"email": "john.doe@gmail.com",
								"second_email": null,
								"product_user_id": "1000814658",
								"phone": "+13232323232",
								"mobile": null,
								"agent": true,
								"group_ids": "1000186851,1000186855,1000206400,1000206869,1000207617,1000207620,1000207696,1000208087"
							},
							"event_start_date_time": "2024-04-18T05:00:00Z",
							"event_end_date_time": "2024-04-19T05:00:00Z",
							"overridden": false
						},
						{
							"id": 373282093,
							"user": {
								"id": 47,
								"name": "John Doe",
								"email": "john.doe@gmail.com",
								"second_email": null,
								"product_user_id": "1000814658",
								"phone": "+13232323232",
								"mobile": null,
								"agent": true,
								"group_ids": "1000186851,1000186855,1000206400,1000206869,1000207617,1000207620,1000207696,1000208087"
							},
							"event_start_date_time": "2024-04-19T05:00:00Z",
							"event_end_date_time": "2024-04-20T05:00:00Z",
							"overridden": false
						},
						{
							"id": 373282094,
							"user": {
								"id": 47,
								"name": "John Doe",
								"email": "john.doe@gmail.com",
								"second_email": null,
								"product_user_id": "1000814658",
								"phone": "+13232323232",
								"mobile": null,
								"agent": true,
								"group_ids": "1000186851,1000186855,1000206400,1000206869,1000207617,1000207620,1000207696,1000208087"
							},
							"event_start_date_time": "2024-04-20T05:00:00Z",
							"event_end_date_time": "2024-04-21T05:00:00Z",
							"overridden": false
						}
					],
					"shift_event_overrides": [],
					"is_only_overridden_events": false
				},
				{
					"id": 18809,
					"roster_type": "TERTIARY",
					"rotation_type": "DAILY",
					"hand_off_day": "MON",
					"hand_off_date": 1,
					"custom_rotation_type": "HOURS",
					"custom_rotation_length": 1,
					"shift_restriction_type": "TWENTY4X7",
					"members": [
						{
							"id": 275301,
							"user": {
								"id": 47,
								"name": "John Doe",
								"email": "john.doe@gmail.com",
								"second_email": null,
								"product_user_id": "1000814658",
								"phone": "+13232323232",
								"mobile": null,
								"agent": true,
								"group_ids": "1000186851,1000186855,1000206400,1000206869,1000207617,1000207620,1000207696,1000208087"
							},
							"roster_type": "PRIMARY",
							"sequence_order": 1
						}
					],
					"shift_times": [],
					"shift_events": [
						{
							"id": 373282166,
							"user": {
								"id": 47,
								"name": "John Doe",
								"email": "john.doe@gmail.com",
								"second_email": null,
								"product_user_id": "1000814658",
								"phone": "+13232323232",
								"mobile": null,
								"agent": true,
								"group_ids": "1000186851,1000186855,1000206400,1000206869,1000207617,1000207620,1000207696,1000208087"
							},
							"event_start_date_time": "2024-04-18T05:00:00Z",
							"event_end_date_time": "2024-04-19T05:00:00Z",
							"overridden": false
						},
						{
							"id": 373282167,
							"user": {
								"id": 47,
								"name": "John Doe",
								"email": "john.doe@gmail.com",
								"second_email": null,
								"product_user_id": "1000814658",
								"phone": "+13232323232",
								"mobile": null,
								"agent": true,
								"group_ids": "1000186851,1000186855,1000206400,1000206869,1000207617,1000207620,1000207696,1000208087"
							},
							"event_start_date_time": "2024-04-19T05:00:00Z",
							"event_end_date_time": "2024-04-20T05:00:00Z",
							"overridden": false
						},
						{
							"id": 373282168,
							"user": {
								"id": 47,
								"name": "John Doe",
								"email": "john.doe@gmail.com",
								"second_email": null,
								"product_user_id": "1000814658",
								"phone": "+13232323232",
								"mobile": null,
								"agent": true,
								"group_ids": "1000186851,1000186855,1000206400,1000206869,1000207617,1000207620,1000207696,1000208087"
							},
							"event_start_date_time": "2024-04-20T05:00:00Z",
							"event_end_date_time": "2024-04-21T05:00:00Z",
							"overridden": false
						}
					],
					"shift_event_overrides": [],
					"is_only_overridden_events": false
				}
			],
			"escalation_path": null
		}
	}
EXPAND ↓

View all shifts

This operation allows you to fetch details about all shifts in your on-call schedule

Note: Only users with "View On-call schedules" or "Manage On-call schedules" privilege can access the API.

get /api/v2/oncall/ws/[workspace_id]/schedules/[schedule_id]/shifts
OAuth 2.0 Scope
freshservice.oncall.view
Sample code | Curl 
1
curl -v -u api_key:X -X GET 'https://domain.freshservice.com/api/v2/oncall/ws/2/schedules/8569/shifts'
EXPAND ↓
Response 
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{
		"shifts": [
			{
				"id": 11411,
				"name": "OCS shift",
				"description": null,
				"timezone": "Eastern Time (US & Canada)",
				"status": "ACTIVE",
				"start_date": "2024-04-18T05:00:00Z",
				"end_date": null,
				"rosters": [
					{
						"id": 18807,
						"roster_type": "PRIMARY",
						"rotation_type": "WEEKLY",
						"hand_off_day": "WED",
						"hand_off_date": 1,
						"custom_rotation_type": "HOURS",
						"custom_rotation_length": 1,
						"shift_restriction_type": "TWENTY4X7",
						"members": [
							{
								"id": 275302,
								"user": {
									"id": 16146,
									"name": "Staging Test Agent",
									"email": "john.doe@gmail.com",
									"second_email": null,
									"product_user_id": "1001447031",
									"phone": null,
									"mobile": null,
									"agent": true,
									"group_ids": "1000207613,1000207614,1000207615,1000207616,1000207617,1000207620"
								},
								"roster_type": "PRIMARY",
								"sequence_order": 1
							}
						],
						"shift_times": [],
						"shift_events": [
							{
								"id": 373282018,
								"user": {
									"id": 16146,
									"name": "Staging Test Agent",
									"email": "john.doe@gmail.com",
									"second_email": null,
									"product_user_id": "1001447031",
									"phone": null,
									"mobile": null,
									"agent": true,
									"group_ids": "1000207613,1000207614,1000207615,1000207616,1000207617,1000207620"
								},
								"event_start_date_time": "2024-04-18T05:00:00Z",
								"event_end_date_time": "2024-04-24T05:00:00Z",
								"overridden": false
							}
						],
						"shift_event_overrides": [],
						"is_only_overridden_events": false
					},
					{
						"id": 18808,
						"roster_type": "SECONDARY",
						"rotation_type": "DAILY",
						"hand_off_day": "MON",
						"hand_off_date": 1,
						"custom_rotation_type": "HOURS",
						"custom_rotation_length": 1,
						"shift_restriction_type": "TWENTY4X7",
						"members": [
							{
								"id": 275300,
								"user": {
									"id": 47,
									"name": "John Doe test name change for testing",
									"email": "john.doe@gmail.com",
									"second_email": null,
									"product_user_id": "1000814658",
									"phone": "+13232323232",
									"mobile": null,
									"agent": true,
									"group_ids": "1000186851,1000186855,1000206400,1000206869,1000207617,1000207620,1000207696,1000208087"
								},
								"roster_type": "PRIMARY",
								"sequence_order": 1
							}
						],
						"shift_times": [],
						"shift_events": [
							{
								"id": 373282092,
								"user": {
									"id": 47,
									"name": "John Doe test name change for testing",
									"email": "john.doe@gmail.com",
									"second_email": null,
									"product_user_id": "1000814658",
									"phone": "+13232323232",
									"mobile": null,
									"agent": true,
									"group_ids": "1000186851,1000186855,1000206400,1000206869,1000207617,1000207620,1000207696,1000208087"
								},
								"event_start_date_time": "2024-04-18T05:00:00Z",
								"event_end_date_time": "2024-04-19T05:00:00Z",
								"overridden": false
							},
							{
								"id": 373282093,
								"user": {
									"id": 47,
									"name": "John Doe test name change for testing",
									"email": "john.doe@gmail.com",
									"second_email": null,
									"product_user_id": "1000814658",
									"phone": "+13232323232",
									"mobile": null,
									"agent": true,
									"group_ids": "1000186851,1000186855,1000206400,1000206869,1000207617,1000207620,1000207696,1000208087"
								},
								"event_start_date_time": "2024-04-19T05:00:00Z",
								"event_end_date_time": "2024-04-20T05:00:00Z",
								"overridden": false
							},
							{
								"id": 373282094,
								"user": {
									"id": 47,
									"name": "John Doe test name change for testing",
									"email": "john.doe@gmail.com",
									"second_email": null,
									"product_user_id": "1000814658",
									"phone": "+13232323232",
									"mobile": null,
									"agent": true,
									"group_ids": "1000186851,1000186855,1000206400,1000206869,1000207617,1000207620,1000207696,1000208087"
								},
								"event_start_date_time": "2024-04-20T05:00:00Z",
								"event_end_date_time": "2024-04-21T05:00:00Z",
								"overridden": false
							}
						],
						"shift_event_overrides": [],
						"is_only_overridden_events": false
					},
					{
						"id": 18809,
						"roster_type": "TERTIARY",
						"rotation_type": "DAILY",
						"hand_off_day": "MON",
						"hand_off_date": 1,
						"custom_rotation_type": "HOURS",
						"custom_rotation_length": 1,
						"shift_restriction_type": "TWENTY4X7",
						"members": [
							{
								"id": 275301,
								"user": {
									"id": 47,
									"name": "John Doe test name change for testing",
									"email": "john.doe@gmail.com",
									"second_email": null,
									"product_user_id": "1000814658",
									"phone": "+13232323232",
									"mobile": null,
									"agent": true,
									"group_ids": "1000186851,1000186855,1000206400,1000206869,1000207617,1000207620,1000207696,1000208087"
								},
								"roster_type": "PRIMARY",
								"sequence_order": 1
							}
						],
						"shift_times": [],
						"shift_events": [
							{
								"id": 373282166,
								"user": {
									"id": 47,
									"name": "John Doe test name change for testing",
									"email": "john.doe@gmail.com",
									"second_email": null,
									"product_user_id": "1000814658",
									"phone": "+13232323232",
									"mobile": null,
									"agent": true,
									"group_ids": "1000186851,1000186855,1000206400,1000206869,1000207617,1000207620,1000207696,1000208087"
								},
								"event_start_date_time": "2024-04-18T05:00:00Z",
								"event_end_date_time": "2024-04-19T05:00:00Z",
								"overridden": false
							},
							{
								"id": 373282167,
								"user": {
									"id": 47,
									"name": "John Doe test name change for testing",
									"email": "john.doe@gmail.com",
									"second_email": null,
									"product_user_id": "1000814658",
									"phone": "+13232323232",
									"mobile": null,
									"agent": true,
									"group_ids": "1000186851,1000186855,1000206400,1000206869,1000207617,1000207620,1000207696,1000208087"
								},
								"event_start_date_time": "2024-04-19T05:00:00Z",
								"event_end_date_time": "2024-04-20T05:00:00Z",
								"overridden": false
							},
							{
								"id": 373282168,
								"user": {
									"id": 47,
									"name": "John Doe test name change for testing",
									"email": "john.doe@gmail.com",
									"second_email": null,
									"product_user_id": "1000814658",
									"phone": "+13232323232",
									"mobile": null,
									"agent": true,
									"group_ids": "1000186851,1000186855,1000206400,1000206869,1000207617,1000207620,1000207696,1000208087"
								},
								"event_start_date_time": "2024-04-20T05:00:00Z",
								"event_end_date_time": "2024-04-21T05:00:00Z",
								"overridden": false
							}
						],
						"shift_event_overrides": [],
						"is_only_overridden_events": false
					}
				],
				"escalation_path": null
			}
		]
	}
EXPAND ↓

View a shift

This operation allows you to fetch details about relevant shifts in your on-call schedule by using their ids

Note: Only users with "View On-call schedules" or "Manage On-call schedules" privilege can access the API.

get /api/v2/oncall/ws/[workspace_id]/schedules/[schedule_id]/shifts/[shift_id]
OAuth 2.0 Scope
freshservice.oncall.view
Sample code | Curl 
1
curl -v -u api_key:X -X GET 'https://domain.freshservice.com/api/v2/oncall/ws/2/schedules/8569/shifts/201'
EXPAND ↓
Response 
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{
		"shift": {
			"id": 11411,
			"name": "OCS shift",
			"description": null,
			"timezone": "Eastern Time (US & Canada)",
			"status": "ACTIVE",
			"start_date": "2024-04-18T05:00:00Z",
			"end_date": null,
			"rosters": [
				{
					"id": 18807,
					"roster_type": "PRIMARY",
					"rotation_type": "WEEKLY",
					"hand_off_day": "WED",
					"hand_off_date": 1,
					"custom_rotation_type": "HOURS",
					"custom_rotation_length": 1,
					"shift_restriction_type": "TWENTY4X7",
					"members": [
						{
							"id": 275302,
							"user": {
								"id": 16146,
								"name": "Staging Test Agent",
								"email": "john.doe@gmail.com",
								"second_email": null,
								"product_user_id": "1001447031",
								"phone": null,
								"mobile": null,
								"agent": true,
								"group_ids": "1000207613,1000207614,1000207615,1000207616,1000207617,1000207620"
							},
							"roster_type": "PRIMARY",
							"sequence_order": 1
						}
					],
					"shift_times": [],
					"shift_events": [
						{
							"id": 373282018,
							"user": {
								"id": 16146,
								"name": "Staging Test Agent",
								"email": "john.doe@gmail.com",
								"second_email": null,
								"product_user_id": "1001447031",
								"phone": null,
								"mobile": null,
								"agent": true,
								"group_ids": "1000207613,1000207614,1000207615,1000207616,1000207617,1000207620"
							},
							"event_start_date_time": "2024-04-18T05:00:00Z",
							"event_end_date_time": "2024-04-24T05:00:00Z",
							"overridden": false
						}
					],
					"shift_event_overrides": [],
					"is_only_overridden_events": false
				},
				{
					"id": 18808,
					"roster_type": "SECONDARY",
					"rotation_type": "DAILY",
					"hand_off_day": "MON",
					"hand_off_date": 1,
					"custom_rotation_type": "HOURS",
					"custom_rotation_length": 1,
					"shift_restriction_type": "TWENTY4X7",
					"members": [
						{
							"id": 275300,
							"user": {
								"id": 47,
								"name": "John Doe",
								"email": "john.doe@gmail.com",
								"second_email": null,
								"product_user_id": "1000814658",
								"phone": "+13232323232",
								"mobile": null,
								"agent": true,
								"group_ids": "1000186851,1000186855,1000206400,1000206869,1000207617,1000207620,1000207696,1000208087"
							},
							"roster_type": "PRIMARY",
							"sequence_order": 1
						}
					],
					"shift_times": [],
					"shift_events": [
						{
							"id": 373282092,
							"user": {
								"id": 47,
								"name": "John Doe",
								"email": "john.doe@gmail.com",
								"second_email": null,
								"product_user_id": "1000814658",
								"phone": "+13232323232",
								"mobile": null,
								"agent": true,
								"group_ids": "1000186851,1000186855,1000206400,1000206869,1000207617,1000207620,1000207696,1000208087"
							},
							"event_start_date_time": "2024-04-18T05:00:00Z",
							"event_end_date_time": "2024-04-19T05:00:00Z",
							"overridden": false
						},
						{
							"id": 373282093,
							"user": {
								"id": 47,
								"name": "John Doe",
								"email": "john.doe@gmail.com",
								"second_email": null,
								"product_user_id": "1000814658",
								"phone": "+13232323232",
								"mobile": null,
								"agent": true,
								"group_ids": "1000186851,1000186855,1000206400,1000206869,1000207617,1000207620,1000207696,1000208087"
							},
							"event_start_date_time": "2024-04-19T05:00:00Z",
							"event_end_date_time": "2024-04-20T05:00:00Z",
							"overridden": false
						},
						{
							"id": 373282094,
							"user": {
								"id": 47,
								"name": "John Doe",
								"email": "john.doe@gmail.com",
								"second_email": null,
								"product_user_id": "1000814658",
								"phone": "+13232323232",
								"mobile": null,
								"agent": true,
								"group_ids": "1000186851,1000186855,1000206400,1000206869,1000207617,1000207620,1000207696,1000208087"
							},
							"event_start_date_time": "2024-04-20T05:00:00Z",
							"event_end_date_time": "2024-04-21T05:00:00Z",
							"overridden": false
						}
					],
					"shift_event_overrides": [],
					"is_only_overridden_events": false
				},
				{
					"id": 18809,
					"roster_type": "TERTIARY",
					"rotation_type": "DAILY",
					"hand_off_day": "MON",
					"hand_off_date": 1,
					"custom_rotation_type": "HOURS",
					"custom_rotation_length": 1,
					"shift_restriction_type": "TWENTY4X7",
					"members": [
						{
							"id": 275301,
							"user": {
								"id": 47,
								"name": "John Doe",
								"email": "john.doe@gmail.com",
								"second_email": null,
								"product_user_id": "1000814658",
								"phone": "+13232323232",
								"mobile": null,
								"agent": true,
								"group_ids": "1000186851,1000186855,1000206400,1000206869,1000207617,1000207620,1000207696,1000208087"
							},
							"roster_type": "PRIMARY",
							"sequence_order": 1
						}
					],
					"shift_times": [],
					"shift_events": [
						{
							"id": 373282166,
							"user": {
								"id": 47,
								"name": "John Doe",
								"email": "john.doe@gmail.com",
								"second_email": null,
								"product_user_id": "1000814658",
								"phone": "+13232323232",
								"mobile": null,
								"agent": true,
								"group_ids": "1000186851,1000186855,1000206400,1000206869,1000207617,1000207620,1000207696,1000208087"
							},
							"event_start_date_time": "2024-04-18T05:00:00Z",
							"event_end_date_time": "2024-04-19T05:00:00Z",
							"overridden": false
						},
						{
							"id": 373282167,
							"user": {
								"id": 47,
								"name": "John Doe",
								"email": "john.doe@gmail.com",
								"second_email": null,
								"product_user_id": "1000814658",
								"phone": "+13232323232",
								"mobile": null,
								"agent": true,
								"group_ids": "1000186851,1000186855,1000206400,1000206869,1000207617,1000207620,1000207696,1000208087"
							},
							"event_start_date_time": "2024-04-19T05:00:00Z",
							"event_end_date_time": "2024-04-20T05:00:00Z",
							"overridden": false
						},
						{
							"id": 373282168,
							"user": {
								"id": 47,
								"name": "John Doe",
								"email": "john.doe@gmail.com",
								"second_email": null,
								"product_user_id": "1000814658",
								"phone": "+13232323232",
								"mobile": null,
								"agent": true,
								"group_ids": "1000186851,1000186855,1000206400,1000206869,1000207617,1000207620,1000207696,1000208087"
							},
							"event_start_date_time": "2024-04-20T05:00:00Z",
							"event_end_date_time": "2024-04-21T05:00:00Z",
							"overridden": false
						}
					],
					"shift_event_overrides": [],
					"is_only_overridden_events": false
				}
			],
			"escalation_path": null
		}
	}
EXPAND ↓

Delete a shift

This operation allows you to delete shifts in your on-call schedule by using their ids

Note: Only users with "Manage On-call schedules" privilege can access the following API.

delete /api/v2/oncall/ws/[workspace_id]/schedules/[schedule_id]/shifts/[shift_id]
OAuth 2.0 Scope
freshservice.oncall.manage
Sample code | Curl 
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curl -v -u api_key:X -X DELETE 'https://domain.freshservice.com/api/v2/oncall/ws/2/schedules/8569/shifts/201'
EXPAND ↓
Response 
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HTTP Status: 204 No Content
EXPAND ↓

Create/Update/Delete an override

This operation lets you create, update, delete an override as part of an existing shift so that another agent will be on-call instead of the one originally configured

Attribute Type Description
name string Name of the on-call schedule Mandatory
roster_type string Indicates the roster type as primary, secondary or tertiary Mandatory
id number Roster id of the shift
override_from datetime Start time of the override Mandatory
override_to datetime End time of the override Mandatory
action string For create, the action is “CREATE”
For update, the action is “UPDATE”
For delete, the action is “DESTROY” Mandatory
name string Name of the agent providing the coverage
product_user_id number ID of the agent providing the coverage Mandatory

Note: Only users with “Provide on-call coverage” privilege can access the API.

put /api/v2/oncall/ws/[workspace_id]/schedules/[schedule_id]/shifts/[shift_id]/rosters/override
Request 
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{
		"name": "OCS shift",
		"rosters": [
			{
				"roster_type": "PRIMARY",
				"id": "18812",
				"shift_event_overrides": [
					{
						"id": 373282400,
						"override_from": "2024-04-18T10:30:00Z",
						"override_to": "2024-04-20T01:30:00Z",
						"action": "CREATE",
						"user": {
							"product_user_id": "1001447031",
							"name": "Staging Test Agent"
						}
					}
				]
			}
		]
	}
EXPAND ↓
OAuth 2.0 Scope
freshservice.oncall.override.manage
Sample code | Curl 
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curl -u api_key:X -H "Content-Type: application/json" -X PUT -d '{
	"name": "OCS shift",
	"rosters": [
		{
			"roster_type": "PRIMARY",
			"id": "18812",
			"shift_event_overrides": [
				{
					"id": 373282400,
					"override_from": "2024-04-18T10:30:00Z",
					"override_to": "2024-04-20T01:30:00Z",
					"action": "CREATE",
					"user": {
						"product_user_id": "1001447031",
						"name": "Staging Test Agent"
					}
				}
			]
		}
	]
}'
EXPAND ↓
Response 
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{
		"shift": {
			"id": 11413,
			"name": "OCS shift",
			"description": null,
			"timezone": "Eastern Time (US & Canada)",
			"status": "ACTIVE",
			"start_date": "2024-04-18T05:00:00Z",
			"end_date": null,
			"rosters": [
				{
					"id": 18812,
					"roster_type": "PRIMARY",
					"rotation_type": "DAILY",
					"hand_off_day": "MON",
					"hand_off_date": 1,
					"custom_rotation_type": "HOURS",
					"custom_rotation_length": 1,
					"shift_restriction_type": "TWENTY4X7",
					"members": [
						{
							"id": 275305,
							"user": {
								"id": 47,
								"name": "John Doe",
								"email": "john.doe@gmail.com",
								"second_email": null,
								"product_user_id": "1000814658",
								"phone": "+13232323232",
								"mobile": null,
								"agent": true,
								"group_ids": "1000186851,1000186855,1000206400,1000206869,1000207617,1000207620,1000207696,1000208087"
							},
							"roster_type": "PRIMARY",
							"sequence_order": 1
						}
					],
					"shift_times": [],
					"shift_events": [
						{
							"id": 373282400,
							"user": {
								"id": 47,
								"name": "John Doe",
								"email": "john.doe@gmail.com",
								"second_email": null,
								"product_user_id": "1000814658",
								"phone": "+13232323232",
								"mobile": null,
								"agent": true,
								"group_ids": "1000186851,1000186855,1000206400,1000206869,1000207617,1000207620,1000207696,1000208087"
							},
							"event_start_date_time": "2024-04-18T05:00:00Z",
							"event_end_date_time": "2024-04-18T10:30:00Z",
							"overridden": false
						},
						{
							"id": 373282623,
							"user": {
								"id": 16146,
								"name": "Staging Test Agent",
								"email": "john.doe@gmail.com",
								"second_email": null,
								"product_user_id": "1001447031",
								"phone": null,
								"mobile": null,
								"agent": true,
								"group_ids": "1000207613,1000207614,1000207615,1000207616,1000207617,1000207620"
							},
							"event_start_date_time": "2024-04-18T10:30:00Z",
							"event_end_date_time": "2024-04-20T01:30:00Z",
							"overridden": true
						},
						{
							"id": 373282401,
							"user": {
								"id": 47,
								"name": "John Doe",
								"email": "john.doe@gmail.com",
								"second_email": null,
								"product_user_id": "1000814658",
								"phone": "+13232323232",
								"mobile": null,
								"agent": true,
								"group_ids": "1000186851,1000186855,1000206400,1000206869,1000207617,1000207620,1000207696,1000208087"
							},
							"event_start_date_time": "2024-04-20T01:30:00Z",
							"event_end_date_time": "2024-04-20T05:00:00Z",
							"overridden": false
						},
						{
							"id": 373282402,
							"user": {
								"id": 47,
								"name": "John Doe",
								"email": "john.doe@gmail.com",
								"second_email": null,
								"product_user_id": "1000814658",
								"phone": "+13232323232",
								"mobile": null,
								"agent": true,
								"group_ids": "1000186851,1000186855,1000206400,1000206869,1000207617,1000207620,1000207696,1000208087"
							},
							"event_start_date_time": "2024-04-20T05:00:00Z",
							"event_end_date_time": "2024-04-21T05:00:00Z",
							"overridden": false
						}
					],
					"shift_event_overrides": [],
					"is_only_overridden_events": false
				},
				{
					"id": 18813,
					"roster_type": "SECONDARY",
					"rotation_type": "DAILY",
					"hand_off_day": "MON",
					"hand_off_date": 1,
					"custom_rotation_type": "HOURS",
					"custom_rotation_length": 1,
					"shift_restriction_type": "TWENTY4X7",
					"members": [
						{
							"id": 275306,
							"user": {
								"id": 16146,
								"name": "Staging Test Agent",
								"email": "john.doe@gmail.com",
								"second_email": null,
								"product_user_id": "1001447031",
								"phone": null,
								"mobile": null,
								"agent": true,
								"group_ids": "1000207613,1000207614,1000207615,1000207616,1000207617,1000207620"
							},
							"roster_type": "PRIMARY",
							"sequence_order": 1
						}
					],
					"shift_times": [],
					"shift_events": [
						{
							"id": 373282474,
							"user": {
								"id": 16146,
								"name": "Staging Test Agent",
								"email": "john.doe@gmail.com",
								"second_email": null,
								"product_user_id": "1001447031",
								"phone": null,
								"mobile": null,
								"agent": true,
								"group_ids": "1000207613,1000207614,1000207615,1000207616,1000207617,1000207620"
							},
							"event_start_date_time": "2024-04-18T05:00:00Z",
							"event_end_date_time": "2024-04-19T05:00:00Z",
							"overridden": false
						},
						{
							"id": 373282475,
							"user": {
								"id": 16146,
								"name": "Staging Test Agent",
								"email": "john.doe@gmail.com",
								"second_email": null,
								"product_user_id": "1001447031",
								"phone": null,
								"mobile": null,
								"agent": true,
								"group_ids": "1000207613,1000207614,1000207615,1000207616,1000207617,1000207620"
							},
							"event_start_date_time": "2024-04-19T05:00:00Z",
							"event_end_date_time": "2024-04-20T05:00:00Z",
							"overridden": false
						},
						{
							"id": 373282476,
							"user": {
								"id": 16146,
								"name": "Staging Test Agent",
								"email": "john.doe@gmail.com",
								"second_email": null,
								"product_user_id": "1001447031",
								"phone": null,
								"mobile": null,
								"agent": true,
								"group_ids": "1000207613,1000207614,1000207615,1000207616,1000207617,1000207620"
							},
							"event_start_date_time": "2024-04-20T05:00:00Z",
							"event_end_date_time": "2024-04-21T05:00:00Z",
							"overridden": false
						}
					],
					"shift_event_overrides": [],
					"is_only_overridden_events": false
				},
				{
					"id": 18814,
					"roster_type": "TERTIARY",
					"rotation_type": "DAILY",
					"hand_off_day": "MON",
					"hand_off_date": 1,
					"custom_rotation_type": "HOURS",
					"custom_rotation_length": 1,
					"shift_restriction_type": "TWENTY4X7",
					"members": [
						{
							"id": 275307,
							"user": {
								"id": 47,
								"name": "John Doe",
								"email": "john.doe@gmail.com",
								"second_email": null,
								"product_user_id": "1000814658",
								"phone": "+13232323232",
								"mobile": null,
								"agent": true,
								"group_ids": "1000186851,1000186855,1000206400,1000206869,1000207617,1000207620,1000207696,1000208087"
							},
							"roster_type": "PRIMARY",
							"sequence_order": 1
						}
					],
					"shift_times": [],
					"shift_events": [
						{
							"id": 373282548,
							"user": {
								"id": 47,
								"name": "John Doe",
								"email": "john.doe@gmail.com",
								"second_email": null,
								"product_user_id": "1000814658",
								"phone": "+13232323232",
								"mobile": null,
								"agent": true,
								"group_ids": "1000186851,1000186855,1000206400,1000206869,1000207617,1000207620,1000207696,1000208087"
							},
							"event_start_date_time": "2024-04-18T05:00:00Z",
							"event_end_date_time": "2024-04-19T05:00:00Z",
							"overridden": false
						},
						{
							"id": 373282549,
							"user": {
								"id": 47,
								"name": "John Doe",
								"email": "john.doe@gmail.com",
								"second_email": null,
								"product_user_id": "1000814658",
								"phone": "+13232323232",
								"mobile": null,
								"agent": true,
								"group_ids": "1000186851,1000186855,1000206400,1000206869,1000207617,1000207620,1000207696,1000208087"
							},
							"event_start_date_time": "2024-04-19T05:00:00Z",
							"event_end_date_time": "2024-04-20T05:00:00Z",
							"overridden": false
						},
						{
							"id": 373282550,
							"user": {
								"id": 47,
								"name": "John Doe",
								"email": "john.doe@gmail.com",
								"second_email": null,
								"product_user_id": "1000814658",
								"phone": "+13232323232",
								"mobile": null,
								"agent": true,
								"group_ids": "1000186851,1000186855,1000206400,1000206869,1000207617,1000207620,1000207696,1000208087"
							},
							"event_start_date_time": "2024-04-20T05:00:00Z",
							"event_end_date_time": "2024-04-21T05:00:00Z",
							"overridden": false
						}
					],
					"shift_event_overrides": [],
					"is_only_overridden_events": false
				}
			],
			"escalation_path": null
		}
	}
EXPAND ↓

View oncall calendar events for a user

This operations enables you to get information about all on-call events for a user has during a fixed duration

Attribute Type Description
start_time datetime Indicates date and time from from when the events need to be fetched Read-Only
end_time datetime Indicates date and time till when the events need to be fetched Read-Only
user_id number User Id of the user whose on-call calendar events should be fetched Read-Only

Note: Only users with "View On-call schedules" or "Manage On-call schedules" privilege can access the API.

get /api/v2/oncall/shift-events?start_time=[date]&end_time=[date]&user_id=[user_id]
OAuth 2.0 Scope
freshservice.oncall.view
Sample code | Curl 
1
curl -v -u api_key:X -X GET 'https://domain.freshservice.com/api/v2/oncall/shift-events?start_time=2024-04-18T05:00:00Z&end_time=2024-04-19T05:00:00Z&shift_id=201&schedule_id=25988&user_id=47'
EXPAND ↓
Response 
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{
		"shift_events": [
			{
				"id": 373282400,
				"user": {
					"id": 47,
					"name": "John Doe",
					"email": "john.doe@gmail.com",
					"second_email": null,
					"product_user_id": "1000814658",
					"phone": "+13232323232",
					"mobile": null,
					"agent": true,
					"group_ids": "1000186851,1000186855,1000206400,1000206869,1000207617,1000207620,1000207696,1000208087"
				},
				"event_start_date_time": "2024-04-18T05:00:00Z",
				"event_end_date_time": "2024-04-19T05:00:00Z",
				"overridden": false,
				"roster_type": "PRIMARY",
				"shift": {
					"id": 11413,
					"name": "OCS shift",
					"shift_timezone": "America/New_York",
					"timezone_offset": -18000
				},
				"schedule": {
					"id": 8569,
					"name": "OCS schedule",
					"agent_group_id": 1000207617,
					"workspace_id": 5
				}
			},
			{
				"id": 0,
				"user": {
					"id": 47,
					"name": "John Doe",
					"email": "john.doe@gmail.com",
					"second_email": null,
					"product_user_id": "1000814658",
					"phone": "+13232323232",
					"mobile": null,
					"agent": true,
					"group_ids": "1000186851,1000186855,1000206400,1000206869,1000207617,1000207620,1000207696,1000208087"
				},
				"event_start_date_time": "2024-04-19T05:00:00Z",
				"event_end_date_time": "2024-04-20T05:00:00Z",
				"overridden": false,
				"roster_type": "PRIMARY",
				"shift": {
					"id": 11413,
					"name": "OCS shift",
					"shift_timezone": "America/New_York",
					"timezone_offset": -18000
				},
				"schedule": {
					"id": 8569,
					"name": "OCS schedule",
					"agent_group_id": 1000207617,
					"workspace_id": 5
				}
			},
			{
				"id": 0,
				"user": {
					"id": 47,
					"name": "John Doe",
					"email": "john.doe@gmail.com",
					"second_email": null,
					"product_user_id": "1000814658",
					"phone": "+13232323232",
					"mobile": null,
					"agent": true,
					"group_ids": "1000186851,1000186855,1000206400,1000206869,1000207617,1000207620,1000207696,1000208087"
				},
				"event_start_date_time": "2024-04-20T05:00:00Z",
				"event_end_date_time": "2024-04-21T05:00:00Z",
				"overridden": false,
				"roster_type": "PRIMARY",
				"shift": {
					"id": 11413,
					"name": "OCS shift",
					"shift_timezone": "America/New_York",
					"timezone_offset": -18000
				},
				"schedule": {
					"id": 8569,
					"name": "OCS schedule",
					"agent_group_id": 1000207617,
					"workspace_id": 5
				}
			},
			{
				"id": 373282548,
				"user": {
					"id": 47,
					"name": "John Doe",
					"email": "john.doe@gmail.com",
					"second_email": null,
					"product_user_id": "1000814658",
					"phone": "+13232323232",
					"mobile": null,
					"agent": true,
					"group_ids": "1000186851,1000186855,1000206400,1000206869,1000207617,1000207620,1000207696,1000208087"
				},
				"event_start_date_time": "2024-04-18T05:00:00Z",
				"event_end_date_time": "2024-04-19T05:00:00Z",
				"overridden": false,
				"roster_type": "TERTIARY",
				"shift": {
					"id": 11413,
					"name": "OCS shift",
					"shift_timezone": "America/New_York",
					"timezone_offset": -18000
				},
				"schedule": {
					"id": 8569,
					"name": "OCS schedule",
					"agent_group_id": 1000207617,
					"workspace_id": 5
				}
			},
			{
				"id": 0,
				"user": {
					"id": 47,
					"name": "John Doe",
					"email": "john.doe@gmail.com",
					"second_email": null,
					"product_user_id": "1000814658",
					"phone": "+13232323232",
					"mobile": null,
					"agent": true,
					"group_ids": "1000186851,1000186855,1000206400,1000206869,1000207617,1000207620,1000207696,1000208087"
				},
				"event_start_date_time": "2024-04-19T05:00:00Z",
				"event_end_date_time": "2024-04-20T05:00:00Z",
				"overridden": false,
				"roster_type": "TERTIARY",
				"shift": {
					"id": 11413,
					"name": "OCS shift",
					"shift_timezone": "America/New_York",
					"timezone_offset": -18000
				},
				"schedule": {
					"id": 8569,
					"name": "OCS schedule",
					"agent_group_id": 1000207617,
					"workspace_id": 5
				}
			},
			{
				"id": 0,
				"user": {
					"id": 47,
					"name": "John Doe",
					"email": "john.doe@gmail.com",
					"second_email": null,
					"product_user_id": "1000814658",
					"phone": "+13232323232",
					"mobile": null,
					"agent": true,
					"group_ids": "1000186851,1000186855,1000206400,1000206869,1000207617,1000207620,1000207696,1000208087"
				},
				"event_start_date_time": "2024-04-20T05:00:00Z",
				"event_end_date_time": "2024-04-21T05:00:00Z",
				"overridden": false,
				"roster_type": "TERTIARY",
				"shift": {
					"id": 11413,
					"name": "OCS shift",
					"shift_timezone": "America/New_York",
					"timezone_offset": -18000
				},
				"schedule": {
					"id": 8569,
					"name": "OCS schedule",
					"agent_group_id": 1000207617,
					"workspace_id": 5
				}
			}
		]
	}
EXPAND ↓

View oncall calendar events for a schedule

This operations enables you to get information about all on-call events in an on-call schedule during a fixed duration

Attribute Type Description
start_time datetime Indicates date and time from from when the events need to be fetched Read-Only
end_time datetime Indicates date and time till when the events need to be fetched Read-Only
schedule_id number On-call schedule id for which calendar events should be fetched Read-Only

Note: Only users with "View On-call schedules" or "Manage On-call schedules" privilege can access the API.

get /api/v2/oncall/shift-events?start_time=[date]&end_time=[date]&schedule_id=[schedule_id]
OAuth 2.0 Scope
freshservice.oncall.view
Sample code | Curl 
1
curl -v -u api_key:X -X GET 'https://domain.freshservice.com/api/v2/oncall/shift-events?start_time=2024-04-18T05:00:00Z&end_time=2024-04-19T05:00:00Z&schedule_id=8569'
EXPAND ↓
Response 
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{
		"shift_events": [
			{
				"id": 373282400,
				"user": {
					"id": 47,
					"name": "John Doe",
					"email": "john.doe@gmail.com",
					"second_email": null,
					"product_user_id": "1000814658",
					"phone": "+13232323232",
					"mobile": null,
					"agent": true,
					"group_ids": "1000186851,1000186855,1000206400,1000206869,1000207617,1000207620,1000207696,1000208087"
				},
				"event_start_date_time": "2024-04-18T05:00:00Z",
				"event_end_date_time": "2024-04-19T05:00:00Z",
				"overridden": false,
				"roster_type": "PRIMARY",
				"shift": {
					"id": 11413,
					"name": "OCS shift",
					"shift_timezone": "America/New_York",
					"timezone_offset": -18000
				},
				"schedule": {
					"id": 8569,
					"name": "OCS schedule",
					"agent_group_id": 1000207617,
					"workspace_id": 5
				}
			},
			{
				"id": 0,
				"user": {
					"id": 47,
					"name": "John Doe",
					"email": "john.doe@gmail.com",
					"second_email": null,
					"product_user_id": "1000814658",
					"phone": "+13232323232",
					"mobile": null,
					"agent": true,
					"group_ids": "1000186851,1000186855,1000206400,1000206869,1000207617,1000207620,1000207696,1000208087"
				},
				"event_start_date_time": "2024-04-19T05:00:00Z",
				"event_end_date_time": "2024-04-20T05:00:00Z",
				"overridden": false,
				"roster_type": "PRIMARY",
				"shift": {
					"id": 11413,
					"name": "OCS shift",
					"shift_timezone": "America/New_York",
					"timezone_offset": -18000
				},
				"schedule": {
					"id": 8569,
					"name": "OCS schedule",
					"agent_group_id": 1000207617,
					"workspace_id": 5
				}
			},
			{
				"id": 0,
				"user": {
					"id": 47,
					"name": "John Doe",
					"email": "john.doe@gmail.com",
					"second_email": null,
					"product_user_id": "1000814658",
					"phone": "+13232323232",
					"mobile": null,
					"agent": true,
					"group_ids": "1000186851,1000186855,1000206400,1000206869,1000207617,1000207620,1000207696,1000208087"
				},
				"event_start_date_time": "2024-04-20T05:00:00Z",
				"event_end_date_time": "2024-04-21T05:00:00Z",
				"overridden": false,
				"roster_type": "PRIMARY",
				"shift": {
					"id": 11413,
					"name": "OCS shift",
					"shift_timezone": "America/New_York",
					"timezone_offset": -18000
				},
				"schedule": {
					"id": 8569,
					"name": "OCS schedule",
					"agent_group_id": 1000207617,
					"workspace_id": 5
				}
			},
			{
				"id": 373282474,
				"user": {
					"id": 16146,
					"name": "Staging Test Agent",
					"email": "john.doe@gmail.com",
					"second_email": null,
					"product_user_id": "1001447031",
					"phone": null,
					"mobile": null,
					"agent": true,
					"group_ids": "1000207613,1000207614,1000207615,1000207616,1000207617,1000207620"
				},
				"event_start_date_time": "2024-04-18T05:00:00Z",
				"event_end_date_time": "2024-04-19T05:00:00Z",
				"overridden": false,
				"roster_type": "SECONDARY",
				"shift": {
					"id": 11413,
					"name": "OCS shift",
					"shift_timezone": "America/New_York",
					"timezone_offset": -18000
				},
				"schedule": {
					"id": 8569,
					"name": "OCS schedule",
					"agent_group_id": 1000207617,
					"workspace_id": 5
				}
			},
			{
				"id": 0,
				"user": {
					"id": 16146,
					"name": "Staging Test Agent",
					"email": "john.doe@gmail.com",
					"second_email": null,
					"product_user_id": "1001447031",
					"phone": null,
					"mobile": null,
					"agent": true,
					"group_ids": "1000207613,1000207614,1000207615,1000207616,1000207617,1000207620"
				},
				"event_start_date_time": "2024-04-19T05:00:00Z",
				"event_end_date_time": "2024-04-20T05:00:00Z",
				"overridden": false,
				"roster_type": "SECONDARY",
				"shift": {
					"id": 11413,
					"name": "OCS shift",
					"shift_timezone": "America/New_York",
					"timezone_offset": -18000
				},
				"schedule": {
					"id": 8569,
					"name": "OCS schedule",
					"agent_group_id": 1000207617,
					"workspace_id": 5
				}
			},
			{
				"id": 0,
				"user": {
					"id": 16146,
					"name": "Staging Test Agent",
					"email": "john.doe@gmail.com",
					"second_email": null,
					"product_user_id": "1001447031",
					"phone": null,
					"mobile": null,
					"agent": true,
					"group_ids": "1000207613,1000207614,1000207615,1000207616,1000207617,1000207620"
				},
				"event_start_date_time": "2024-04-20T05:00:00Z",
				"event_end_date_time": "2024-04-21T05:00:00Z",
				"overridden": false,
				"roster_type": "SECONDARY",
				"shift": {
					"id": 11413,
					"name": "OCS shift",
					"shift_timezone": "America/New_York",
					"timezone_offset": -18000
				},
				"schedule": {
					"id": 8569,
					"name": "OCS schedule",
					"agent_group_id": 1000207617,
					"workspace_id": 5
				}
			},
			{
				"id": 373282548,
				"user": {
					"id": 47,
					"name": "John Doe",
					"email": "john.doe@gmail.com",
					"second_email": null,
					"product_user_id": "1000814658",
					"phone": "+13232323232",
					"mobile": null,
					"agent": true,
					"group_ids": "1000186851,1000186855,1000206400,1000206869,1000207617,1000207620,1000207696,1000208087"
				},
				"event_start_date_time": "2024-04-18T05:00:00Z",
				"event_end_date_time": "2024-04-19T05:00:00Z",
				"overridden": false,
				"roster_type": "TERTIARY",
				"shift": {
					"id": 11413,
					"name": "OCS shift",
					"shift_timezone": "America/New_York",
					"timezone_offset": -18000
				},
				"schedule": {
					"id": 8569,
					"name": "OCS schedule",
					"agent_group_id": 1000207617,
					"workspace_id": 5
				}
			},
			{
				"id": 0,
				"user": {
					"id": 47,
					"name": "John Doe",
					"email": "john.doe@gmail.com",
					"second_email": null,
					"product_user_id": "1000814658",
					"phone": "+13232323232",
					"mobile": null,
					"agent": true,
					"group_ids": "1000186851,1000186855,1000206400,1000206869,1000207617,1000207620,1000207696,1000208087"
				},
				"event_start_date_time": "2024-04-19T05:00:00Z",
				"event_end_date_time": "2024-04-20T05:00:00Z",
				"overridden": false,
				"roster_type": "TERTIARY",
				"shift": {
					"id": 11413,
					"name": "OCS shift",
					"shift_timezone": "America/New_York",
					"timezone_offset": -18000
				},
				"schedule": {
					"id": 8569,
					"name": "OCS schedule",
					"agent_group_id": 1000207617,
					"workspace_id": 5
				}
			},
			{
				"id": 0,
				"user": {
					"id": 47,
					"name": "John Doe",
					"email": "john.doe@gmail.com",
					"second_email": null,
					"product_user_id": "1000814658",
					"phone": "+13232323232",
					"mobile": null,
					"agent": true,
					"group_ids": "1000186851,1000186855,1000206400,1000206869,1000207617,1000207620,1000207696,1000208087"
				},
				"event_start_date_time": "2024-04-20T05:00:00Z",
				"event_end_date_time": "2024-04-21T05:00:00Z",
				"overridden": false,
				"roster_type": "TERTIARY",
				"shift": {
					"id": 11413,
					"name": "OCS shift",
					"shift_timezone": "America/New_York",
					"timezone_offset": -18000
				},
				"schedule": {
					"id": 8569,
					"name": "OCS schedule",
					"agent_group_id": 1000207617,
					"workspace_id": 5
				}
			}
		]
	}
EXPAND ↓

View oncall calendar events for a shift

This operation enables you to get information about all on-call events in an shift during a fixed duration

Attribute Type Description
start_time datetime Indicates date and time from from when the events need to be fetched Read-Only
end_time datetime Indicates date and time till when the events need to be fetched Read-Only
schedule_id number On-call schedule id for which calendar events should be fetched Read-Only
shift_id number Shift id for the shift within the on-call schedule for which calendar events need to be fetched Read-Only

Note: Only users with "View On-call schedules" or "Manage On-call schedules" privilege can access the API.

get /api/v2/oncall/shift-events?start_time=[date]&end_time=[date]&shift_id=[shift_id]&schedule_id=[schedule_id]
OAuth 2.0 Scope
freshservice.oncall.view
Sample code | Curl 
1
curl -v -u api_key:X -X GET 'https://domain.freshservice.com/api/v2/oncall/shift-events?start_time=2024-04-18T05:00:00Z&end_time=2024-04-19T05:00:00Z&shift_id=201&schedule_id=25988'
EXPAND ↓
Response 
1
2
3
4
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{
		"shift_events": [
			{
				"id": 373282400,
				"user": {
					"id": 47,
					"name": "John Doe",
					"email": "john.doe@gmail.com",
					"second_email": null,
					"product_user_id": "1000814658",
					"phone": "+13232323232",
					"mobile": null,
					"agent": true,
					"group_ids": "1000186851,1000186855,1000206400,1000206869,1000207617,1000207620,1000207696,1000208087"
				},
				"event_start_date_time": "2024-04-18T05:00:00Z",
				"event_end_date_time": "2024-04-19T05:00:00Z",
				"overridden": false,
				"roster_type": "PRIMARY",
				"shift": {
					"id": 11413,
					"name": "OCS shift",
					"shift_timezone": "America/New_York",
					"timezone_offset": -18000
				},
				"schedule": {
					"id": 8569,
					"name": "OCS schedule",
					"agent_group_id": 1000207617,
					"workspace_id": 5
				}
			},
			{
				"id": 0,
				"user": {
					"id": 47,
					"name": "John Doe",
					"email": "john.doe@gmail.com",
					"second_email": null,
					"product_user_id": "1000814658",
					"phone": "+13232323232",
					"mobile": null,
					"agent": true,
					"group_ids": "1000186851,1000186855,1000206400,1000206869,1000207617,1000207620,1000207696,1000208087"
				},
				"event_start_date_time": "2024-04-19T05:00:00Z",
				"event_end_date_time": "2024-04-20T05:00:00Z",
				"overridden": false,
				"roster_type": "PRIMARY",
				"shift": {
					"id": 11413,
					"name": "OCS shift",
					"shift_timezone": "America/New_York",
					"timezone_offset": -18000
				},
				"schedule": {
					"id": 8569,
					"name": "OCS schedule",
					"agent_group_id": 1000207617,
					"workspace_id": 5
				}
			},
			{
				"id": 0,
				"user": {
					"id": 47,
					"name": "John Doe",
					"email": "john.doe@gmail.com",
					"second_email": null,
					"product_user_id": "1000814658",
					"phone": "+13232323232",
					"mobile": null,
					"agent": true,
					"group_ids": "1000186851,1000186855,1000206400,1000206869,1000207617,1000207620,1000207696,1000208087"
				},
				"event_start_date_time": "2024-04-20T05:00:00Z",
				"event_end_date_time": "2024-04-21T05:00:00Z",
				"overridden": false,
				"roster_type": "PRIMARY",
				"shift": {
					"id": 11413,
					"name": "OCS shift",
					"shift_timezone": "America/New_York",
					"timezone_offset": -18000
				},
				"schedule": {
					"id": 8569,
					"name": "OCS schedule",
					"agent_group_id": 1000207617,
					"workspace_id": 5
				}
			},
			{
				"id": 373282474,
				"user": {
					"id": 16146,
					"name": "Staging Test Agent",
					"email": "john.doe@gmail.com",
					"second_email": null,
					"product_user_id": "1001447031",
					"phone": null,
					"mobile": null,
					"agent": true,
					"group_ids": "1000207613,1000207614,1000207615,1000207616,1000207617,1000207620"
				},
				"event_start_date_time": "2024-04-18T05:00:00Z",
				"event_end_date_time": "2024-04-19T05:00:00Z",
				"overridden": false,
				"roster_type": "SECONDARY",
				"shift": {
					"id": 11413,
					"name": "OCS shift",
					"shift_timezone": "America/New_York",
					"timezone_offset": -18000
				},
				"schedule": {
					"id": 8569,
					"name": "OCS schedule",
					"agent_group_id": 1000207617,
					"workspace_id": 5
				}
			},
			{
				"id": 0,
				"user": {
					"id": 16146,
					"name": "Staging Test Agent",
					"email": "john.doe@gmail.com",
					"second_email": null,
					"product_user_id": "1001447031",
					"phone": null,
					"mobile": null,
					"agent": true,
					"group_ids": "1000207613,1000207614,1000207615,1000207616,1000207617,1000207620"
				},
				"event_start_date_time": "2024-04-19T05:00:00Z",
				"event_end_date_time": "2024-04-20T05:00:00Z",
				"overridden": false,
				"roster_type": "SECONDARY",
				"shift": {
					"id": 11413,
					"name": "OCS shift",
					"shift_timezone": "America/New_York",
					"timezone_offset": -18000
				},
				"schedule": {
					"id": 8569,
					"name": "OCS schedule",
					"agent_group_id": 1000207617,
					"workspace_id": 5
				}
			},
			{
				"id": 0,
				"user": {
					"id": 16146,
					"name": "Staging Test Agent",
					"email": "john.doe@gmail.com",
					"second_email": null,
					"product_user_id": "1001447031",
					"phone": null,
					"mobile": null,
					"agent": true,
					"group_ids": "1000207613,1000207614,1000207615,1000207616,1000207617,1000207620"
				},
				"event_start_date_time": "2024-04-20T05:00:00Z",
				"event_end_date_time": "2024-04-21T05:00:00Z",
				"overridden": false,
				"roster_type": "SECONDARY",
				"shift": {
					"id": 11413,
					"name": "OCS shift",
					"shift_timezone": "America/New_York",
					"timezone_offset": -18000
				},
				"schedule": {
					"id": 8569,
					"name": "OCS schedule",
					"agent_group_id": 1000207617,
					"workspace_id": 5
				}
			},
			{
				"id": 373282548,
				"user": {
					"id": 47,
					"name": "John Doe",
					"email": "john.doe@gmail.com",
					"second_email": null,
					"product_user_id": "1000814658",
					"phone": "+13232323232",
					"mobile": null,
					"agent": true,
					"group_ids": "1000186851,1000186855,1000206400,1000206869,1000207617,1000207620,1000207696,1000208087"
				},
				"event_start_date_time": "2024-04-18T05:00:00Z",
				"event_end_date_time": "2024-04-19T05:00:00Z",
				"overridden": false,
				"roster_type": "TERTIARY",
				"shift": {
					"id": 11413,
					"name": "OCS shift",
					"shift_timezone": "America/New_York",
					"timezone_offset": -18000
				},
				"schedule": {
					"id": 8569,
					"name": "OCS schedule",
					"agent_group_id": 1000207617,
					"workspace_id": 5
				}
			},
			{
				"id": 0,
				"user": {
					"id": 47,
					"name": "John Doe",
					"email": "john.doe@gmail.com",
					"second_email": null,
					"product_user_id": "1000814658",
					"phone": "+13232323232",
					"mobile": null,
					"agent": true,
					"group_ids": "1000186851,1000186855,1000206400,1000206869,1000207617,1000207620,1000207696,1000208087"
				},
				"event_start_date_time": "2024-04-19T05:00:00Z",
				"event_end_date_time": "2024-04-20T05:00:00Z",
				"overridden": false,
				"roster_type": "TERTIARY",
				"shift": {
					"id": 11413,
					"name": "OCS shift",
					"shift_timezone": "America/New_York",
					"timezone_offset": -18000
				},
				"schedule": {
					"id": 8569,
					"name": "OCS schedule",
					"agent_group_id": 1000207617,
					"workspace_id": 5
				}
			},
			{
				"id": 0,
				"user": {
					"id": 47,
					"name": "John Doe",
					"email": "john.doe@gmail.com",
					"second_email": null,
					"product_user_id": "1000814658",
					"phone": "+13232323232",
					"mobile": null,
					"agent": true,
					"group_ids": "1000186851,1000186855,1000206400,1000206869,1000207617,1000207620,1000207696,1000208087"
				},
				"event_start_date_time": "2024-04-20T05:00:00Z",
				"event_end_date_time": "2024-04-21T05:00:00Z",
				"overridden": false,
				"roster_type": "TERTIARY",
				"shift": {
					"id": 11413,
					"name": "OCS shift",
					"shift_timezone": "America/New_York",
					"timezone_offset": -18000
				},
				"schedule": {
					"id": 8569,
					"name": "OCS schedule",
					"agent_group_id": 1000207617,
					"workspace_id": 5
				}
			}
		]
	}
EXPAND ↓

View oncall calendar events of a shift for a user

This operation enables you to get information about all on-call events in an shift for a user

Attribute Type Description
start_time datetime Indicates date and time from from when the events need to be fetched Read-Only
end_time datetime Indicates date and time till when the events need to be fetched Read-Only
schedule_id number On-call schedule id for which calendar events should be fetched Read-Only
shift_id number Shift id for the shift within the on-call schedule for which calendar events need to be fetched Read-Only

Note: Only users with "View On-call schedules" or "Manage On-call schedules" privilege can access the API.

get /api/v2/oncall/shift-events?start_time=[date]&end_time=[date]&shift_id=[shift_id]&schedule_id=[schedule_id]&user_id=[user_id]
OAuth 2.0 Scope
freshservice.oncall.view
Sample code | Curl 
1
curl -v -u api_key:X -X GET 'https://domain.freshservice.com/api/v2/oncall/shift-events?start_time=2024-04-19T18:30:00Z&end_time=2024-04-20T18:30:00Z&shift_id=201&schedule_id=8569&user_id=25988'
EXPAND ↓
Response 
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{
		"shift_events": [
			{
				"id": 885518224,
				"user": {
					"id": 25988,
					"name": "John Doe",
					"email": "john.doe@gmail.com",
					"second_email": null,
					"product_user_id": "102829",
					"phone": null,
					"mobile": null,
					"agent": true,
					"group_ids": "108868,110234,110934"
				},
				"event_start_date_time": "2024-04-19T18:30:00Z",
				"event_end_date_time": "2024-04-20T18:30:00Z",
				"overridden": false,
				"roster_type": "TERTIARY",
				"shift": {
					"id": 47022,
					"name": "Check Workflow group",
					"shift_timezone": "Asia/Kolkata",
					"timezone_offset": 19800
				},
				"schedule": {
					"id": 62400,
					"name": "AA OCS",
					"agent_group_id": 108868,
					"workspace_id": 2
				}
			},
			{
				"id": 912944212,
				"user": {
					"id": 25988,
					"name": "John Doe",
					"email": "john.doe@gmail.com",
					"second_email": null,
					"product_user_id": "102829",
					"phone": null,
					"mobile": null,
					"agent": true,
					"group_ids": "108868,110234,110934"
				},
				"event_start_date_time": "2024-04-20T18:30:00Z",
				"event_end_date_time": "2024-04-21T18:30:00Z",
				"overridden": false,
				"roster_type": "TERTIARY",
				"shift": {
					"id": 47022,
					"name": "Check Workflow group",
					"shift_timezone": "Asia/Kolkata",
					"timezone_offset": 19800
				},
				"schedule": {
					"id": 62400,
					"name": "AA OCS",
					"agent_group_id": 108868,
					"workspace_id": 2
				}
			},
			{
				"id": 980957774,
				"user": {
					"id": 25988,
					"name": "John Doe",
					"email": "john.doe@gmail.com",
					"second_email": null,
					"product_user_id": "102829",
					"phone": null,
					"mobile": null,
					"agent": true,
					"group_ids": "108868,110234,110934"
				},
				"event_start_date_time": "2024-04-22T18:30:00Z",
				"event_end_date_time": "2024-04-23T18:30:00Z",
				"overridden": false,
				"roster_type": "TERTIARY",
				"shift": {
					"id": 47022,
					"name": "Check Workflow group",
					"shift_timezone": "Asia/Kolkata",
					"timezone_offset": 19800
				},
				"schedule": {
					"id": 62400,
					"name": "AA OCS",
					"agent_group_id": 108868,
					"workspace_id": 2
				}
			},
			{
				"id": 1023553297,
				"user": {
					"id": 25988,
					"name": "John Doe",
					"email": "john.doe@gmail.com",
					"second_email": null,
					"product_user_id": "102829",
					"phone": null,
					"mobile": null,
					"agent": true,
					"group_ids": "108868,110234,110934"
				},
				"event_start_date_time": "2024-04-24T18:30:00Z",
				"event_end_date_time": "2024-04-25T18:30:00Z",
				"overridden": false,
				"roster_type": "TERTIARY",
				"shift": {
					"id": 47022,
					"name": "Check Workflow group",
					"shift_timezone": "Asia/Kolkata",
					"timezone_offset": 19800
				},
				"schedule": {
					"id": 62400,
					"name": "AA OCS",
					"agent_group_id": 108868,
					"workspace_id": 2
				}
			},
			{
				"id": 0,
				"user": {
					"id": 25988,
					"name": "John Doe",
					"email": "john.doe@gmail.com",
					"second_email": null,
					"product_user_id": "102829",
					"phone": null,
					"mobile": null,
					"agent": true,
					"group_ids": "108868,110234,110934"
				},
				"event_start_date_time": "2024-04-26T18:30:00Z",
				"event_end_date_time": "2024-04-27T18:30:00Z",
				"overridden": false,
				"roster_type": "TERTIARY",
				"shift": {
					"id": 47022,
					"name": "Check Workflow group",
					"shift_timezone": "Asia/Kolkata",
					"timezone_offset": 19800
				},
				"schedule": {
					"id": 62400,
					"name": "AA OCS",
					"agent_group_id": 108868,
					"workspace_id": 2
				}
			}
		]
	}
EXPAND ↓

View oncall calendar events of a schedule for a user

This operation enables you to get information about all on-call events in an shift for a user

Attribute Type Description
start_time datetime Indicates date and time from from when the events need to be fetched Read-Only
end_time datetime Indicates date and time till when the events need to be fetched Read-Only
schedule_id number On-call schedule id for which calendar events should be fetched Read-Only
shift_id number Shift id for the shift within the on-call schedule for which calendar events need to be fetched Read-Only

Note: Only users with "View On-call schedules" or "Manage On-call schedules" privilege can access the API.

get /api/v2/oncall/shift-events?start_time=[date]&end_time=[date]&schedule_id=[schedule_id]&user_id=[user_id]
OAuth 2.0 Scope
freshservice.oncall.view
Sample code | Curl 
1
curl -v -u api_key:X -X GET 'https://domain.freshservice.com/api/v2/oncall/shift-events?start_time=2024-04-19T18:30:00Z&end_time=2024-04-20T18:30:00Z&schedule_id=8569&user_id=25988'
EXPAND ↓
Response 
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{
		"shift_events": [
			{
				"id": 885518224,
				"user": {
					"id": 25988,
					"name": "John Doe",
					"email": "john.doe@gmail.com",
					"second_email": null,
					"product_user_id": "102829",
					"phone": null,
					"mobile": null,
					"agent": true,
					"group_ids": "108868,110234,110934"
				},
				"event_start_date_time": "2024-04-19T18:30:00Z",
				"event_end_date_time": "2024-04-20T18:30:00Z",
				"overridden": false,
				"roster_type": "TERTIARY",
				"shift": {
					"id": 47022,
					"name": "Check Workflow group",
					"shift_timezone": "Asia/Kolkata",
					"timezone_offset": 19800
				},
				"schedule": {
					"id": 62400,
					"name": "AA OCS",
					"agent_group_id": 108868,
					"workspace_id": 2
				}
			},
			{
				"id": 912944212,
				"user": {
					"id": 25988,
					"name": "John Doe",
					"email": "john.doe@gmail.com",
					"second_email": null,
					"product_user_id": "102829",
					"phone": null,
					"mobile": null,
					"agent": true,
					"group_ids": "108868,110234,110934"
				},
				"event_start_date_time": "2024-04-20T18:30:00Z",
				"event_end_date_time": "2024-04-21T18:30:00Z",
				"overridden": false,
				"roster_type": "TERTIARY",
				"shift": {
					"id": 47022,
					"name": "Check Workflow group",
					"shift_timezone": "Asia/Kolkata",
					"timezone_offset": 19800
				},
				"schedule": {
					"id": 62400,
					"name": "AA OCS",
					"agent_group_id": 108868,
					"workspace_id": 2
				}
			},
			{
				"id": 980957774,
				"user": {
					"id": 25988,
					"name": "John Doe",
					"email": "john.doe@gmail.com",
					"second_email": null,
					"product_user_id": "102829",
					"phone": null,
					"mobile": null,
					"agent": true,
					"group_ids": "108868,110234,110934"
				},
				"event_start_date_time": "2024-04-22T18:30:00Z",
				"event_end_date_time": "2024-04-23T18:30:00Z",
				"overridden": false,
				"roster_type": "TERTIARY",
				"shift": {
					"id": 47022,
					"name": "Check Workflow group",
					"shift_timezone": "Asia/Kolkata",
					"timezone_offset": 19800
				},
				"schedule": {
					"id": 62400,
					"name": "AA OCS",
					"agent_group_id": 108868,
					"workspace_id": 2
				}
			},
			{
				"id": 1023553297,
				"user": {
					"id": 25988,
					"name": "John Doe",
					"email": "john.doe@gmail.com",
					"second_email": null,
					"product_user_id": "102829",
					"phone": null,
					"mobile": null,
					"agent": true,
					"group_ids": "108868,110234,110934"
				},
				"event_start_date_time": "2024-04-24T18:30:00Z",
				"event_end_date_time": "2024-04-25T18:30:00Z",
				"overridden": false,
				"roster_type": "TERTIARY",
				"shift": {
					"id": 47022,
					"name": "Check Workflow group",
					"shift_timezone": "Asia/Kolkata",
					"timezone_offset": 19800
				},
				"schedule": {
					"id": 62400,
					"name": "AA OCS",
					"agent_group_id": 108868,
					"workspace_id": 2
				}
			},
			{
				"id": 0,
				"user": {
					"id": 25988,
					"name": "John Doe",
					"email": "john.doe@gmail.com",
					"second_email": null,
					"product_user_id": "102829",
					"phone": null,
					"mobile": null,
					"agent": true,
					"group_ids": "108868,110234,110934"
				},
				"event_start_date_time": "2024-04-26T18:30:00Z",
				"event_end_date_time": "2024-04-27T18:30:00Z",
				"overridden": false,
				"roster_type": "TERTIARY",
				"shift": {
					"id": 47022,
					"name": "Check Workflow group",
					"shift_timezone": "Asia/Kolkata",
					"timezone_offset": 19800
				},
				"schedule": {
					"id": 62400,
					"name": "AA OCS",
					"agent_group_id": 108868,
					"workspace_id": 2
				}
			}
		]
	}
EXPAND ↓

View who is oncall

This operation enables you to find out who’s on call right now for a given on-call schedule using its id

Note: Only users with "View On-call schedules" or "Manage On-call schedules" privilege can access the API.

get /api/v2/oncall/shift-events/current?schedule_id=[schedule_id]
OAuth 2.0 Scope
freshservice.oncall.view
Response 
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{
		"shift_events": [
			{
				"id": 373282400,
				"user": {
					"id": 47,
					"name": "John Doe",
					"email": "john.doe@gmail.com",
					"second_email": null,
					"product_user_id": "1000814658",
					"phone": "+13232323232",
					"mobile": null,
					"agent": true,
					"group_ids": "1000186851,1000186855,1000206400,1000206869,1000207617,1000207620,1000207696,1000208087"
				},
				"event_start_date_time": "2024-04-18T05:00:00Z",
				"event_end_date_time": "2024-04-19T05:00:00Z",
				"overridden": false,
				"roster_type": "PRIMARY",
				"shift": {
					"id": 11413,
					"name": "OCS shift",
					"shift_timezone": "America/New_York",
					"timezone_offset": -18000
				},
				"schedule": {
					"id": 8569,
					"name": "OCS schedule",
					"agent_group_id": 1000207617,
					"workspace_id": 5
				}
			},
			{
				"id": 373282474,
				"user": {
					"id": 16146,
					"name": "Staging Test Agent",
					"email": "john.doe@gmail.com",
					"second_email": null,
					"product_user_id": "1001447031",
					"phone": null,
					"mobile": null,
					"agent": true,
					"group_ids": "1000207613,1000207614,1000207615,1000207616,1000207617,1000207620"
				},
				"event_start_date_time": "2024-04-18T05:00:00Z",
				"event_end_date_time": "2024-04-19T05:00:00Z",
				"overridden": false,
				"roster_type": "SECONDARY",
				"shift": {
					"id": 11413,
					"name": "OCS shift",
					"shift_timezone": "America/New_York",
					"timezone_offset": -18000
				},
				"schedule": {
					"id": 8569,
					"name": "OCS schedule",
					"agent_group_id": 1000207617,
					"workspace_id": 5
				}
			},
			{
				"id": 373282548,
				"user": {
					"id": 47,
					"name": "John Doe",
					"email": "john.doe@gmail.com",
					"second_email": null,
					"product_user_id": "1000814658",
					"phone": "+13232323232",
					"mobile": null,
					"agent": true,
					"group_ids": "1000186851,1000186855,1000206400,1000206869,1000207617,1000207620,1000207696,1000208087"
				},
				"event_start_date_time": "2024-04-18T05:00:00Z",
				"event_end_date_time": "2024-04-19T05:00:00Z",
				"overridden": false,
				"roster_type": "TERTIARY",
				"shift": {
					"id": 11413,
					"name": "OCS shift",
					"shift_timezone": "America/New_York",
					"timezone_offset": -18000
				},
				"schedule": {
					"id": 8569,
					"name": "OCS schedule",
					"agent_group_id": 1000207617,
					"workspace_id": 5
				}
			}
		]
	}
EXPAND ↓

Create an escalation policy

This operation lets you create a new escalation policy within an existing on-call schedule

Attribute Type Description
name string Name of the on-call schedule Mandatory
status string Indicates if the EP should be “ACTIVE” or “INACTIVE” when created
repeat_count number How many times should EP be executed if no one acknowledges the notifications Mandatory
condition_type number Configure the boolean logic using conditions. 0: is, 1: is not, 2: includes, 3: does not include, 4: contains, 5: does not contain, 6: is empty, 7: is not empty Mandatory
channels number Controls through which channel should on-call agents should be notified
1: SMS
2: E-mail
3: Slack
5: Push notification
6: Teams
7: Whatsapp
notifiers json Provide details regarding agents who need to be notified Mandatory
escalation_policy_paths json Provide details regarding whom to notify, how to notify and when to notify Mandatory
conditions json Define conditions to control on which incidents escalation policy should be followed Mandatory
shift_ids numeric Provide shift ids for which shifts the policy should be applicable
-1 selects all shifts Mandatory

Note: Only users with "Manage On-call schedules" privilege can access the API.

post /api/v2/oncall/ws/[workspace_id]/schedules/[schedule_id]/escalation-policies
Request 
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{
		"name": "OCS escalation policy",
		"status": "ACTIVE",
		"repeat_count": 2,
		"condition_type": 1,
		"stakeholders": {
			"notify_interval": 5,
			"channels": [
				0
			],
			"notifiers": [
				{
					"agent": true,
					"product_user_id": "1001447031",
					"email": "john.doe@gmail.com",
					"groups_payload": "1000207613,1000207614,1000207615,1000207616,1000207617,1000207620",
					"mobile": "",
					"name": "Staging Test Agent",
					"phone": "",
					"second_email": ""
				}
			]
		},
		"escalation_policy_paths": [
			{
				"level": 1,
				"position": 1,
				"notify_interval": 5,
				"channels": [
					2
				],
				"escalation_policy_path_notifiers": [
					{
						"notifier": null,
						"notifier_type": 0,
						"roster_type": 0
					}
				]
			}
		],
		"conditions": [
			{
				"module": "ticket",
				"property": "priority",
				"operator": 0,
				"value": [
					"2"
				]
			}
		],
		"shift_ids": [
			"-1"
		]
	}
EXPAND ↓
OAuth 2.0 Scope
freshservice.oncall.manage
Sample code | Curl 
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curl -u api_key:X -H "Content-Type: application/json" -X POST -d '{
	"name": "OCS escalation policy",
	"status": "ACTIVE",
	"repeat_count": 2,
	"condition_type": 1,
	"stakeholders": {
		"notify_interval": 5,
		"channels": [
			0
		],
		"notifiers": [
			{
				"agent": true,
				"product_user_id": "1001447031",
				"email": "john.doe@gmail.com",
				"groups_payload": "1000207613,1000207614,1000207615,1000207616,1000207617,1000207620",
				"mobile": "",
				"name": "Staging Test Agent",
				"phone": "",
				"second_email": ""
			}
		]
	},
	"escalation_policy_paths": [
		{
			"level": 1,
			"position": 1,
			"notify_interval": 5,
			"channels": [
				2
			],
			"escalation_policy_path_notifiers": [
				{
					"notifier": null,
					"notifier_type": 0,
					"roster_type": 0
				}
			]
		}
	],
	"conditions": [
		{
			"module": "ticket",
			"property": "priority",
			"operator": 0,
			"value": [
				"2"
			]
		}
	],
	"shift_ids": [
		"-1"
	]
}'
EXPAND ↓
Response 
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{
		"escalation_policy": {
			"id": 29675,
			"name": "OCS escalation policy",
			"status": "ACTIVE",
			"repeat_count": 2,
			"condition_type": 1,
			"rank": 3,
			"shift_ids": [
				-1
			],
			"escalation_policy_paths": [
				{
					"id": 201172,
					"level": 1,
					"position": 1,
					"escalation_policy_path_notifiers": [
						{
							"notifier": null,
							"notifier_type": 0,
							"roster_type": 0
						}
					],
					"notify_interval": 5,
					"channels": [
						2
					]
				}
			],
			"conditions": [
				{
					"property": "priority",
					"operator": 0,
					"value": [
						"2"
					],
					"module": "ticket"
				}
			],
			"stakeholders": {
				"notify_interval": 5,
				"notifiers": [
					{
						"id": 16146,
						"name": "Staging Test Agent",
						"email": "john.doe@gmail.com",
						"second_email": null,
						"product_user_id": "1001447031",
						"phone": null,
						"mobile": null,
						"agent": true,
						"group_ids": "1000207613,1000207614,1000207615,1000207616,1000207617,1000207620"
					}
				],
				"channels": [
					0
				]
			}
		}
	}
EXPAND ↓

Update an escalation policy

This operation lets you update an escalation policy within an existing on-call schedule

Note: Only users with "View On-call schedules" or "Manage On-call schedules" privilege can access the API.

Note: To set an escalation policy as active or inactive, set status field as "ACTIVE" or "INACTIVE"

put api/v2/oncall/ws/[workspace_id]/schedules/[schedule_id]/escalation-policies/[ep_id]
Request 
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{
		"name": "OCS escalation policy",
		"status": "ACTIVE",
		"rank": 3,
		"repeat_count": 2,
		"condition_type": 1,
		"stakeholders": {
			"notify_interval": 5,
			"channels": [
				0
			],
			"notifiers": [
				{
					"id": 16146,
					"name": "Staging Test Agent",
					"email": "john.doe@gmail.com",
					"second_email": null,
					"product_user_id": "1001447031",
					"phone": null,
					"mobile": null,
					"agent": true,
					"group_ids": "1000207613,1000207614,1000207615,1000207616,1000207617,1000207620"
				}
			]
		},
		"escalation_policy_paths": [
			{
				"level": 1,
				"position": 1,
				"notify_interval": 5,
				"channels": [
					2,
					7
				],
				"escalation_policy_path_notifiers": [
					{
						"notifier": null,
						"notifier_type": 0,
						"roster_type": 0
					}
				],
				"id": "201172"
			}
		],
		"conditions": [
			{
				"module": "ticket",
				"property": "priority",
				"operator": 0,
				"value": [
					"2"
				]
			},
			{
				"module": "ticket",
				"property": "cf_major_incident_type",
				"operator": 0,
				"value": [
					"Partial outage"
				]
			}
		],
		"shift_ids": [
			-1
		]
	}
EXPAND ↓
OAuth 2.0 Scope
freshservice.oncall.manage
Sample code | Curl 
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curl -u api_key:X -H "Content-Type: application/json" -X PUT -d '	{
	"name": "OCS escalation policy",
	"status": "ACTIVE",
	"rank": 3,
	"repeat_count": 2,
	"condition_type": 1,
	"stakeholders": {
		"notify_interval": 5,
		"channels": [
			0
		],
		"notifiers": [
			{
				"id": 16146,
				"name": "Staging Test Agent",
				"email": "john.doe@gmail.com",
				"second_email": null,
				"product_user_id": "1001447031",
				"phone": null,
				"mobile": null,
				"agent": true,
				"group_ids": "1000207613,1000207614,1000207615,1000207616,1000207617,1000207620"
			}
		]
	},
	"escalation_policy_paths": [
		{
			"level": 1,
			"position": 1,
			"notify_interval": 5,
			"channels": [
				2,
				7
			],
			"escalation_policy_path_notifiers": [
				{
					"notifier": null,
					"notifier_type": 0,
					"roster_type": 0
				}
			],
			"id": "201172"
		}
	],
	"conditions": [
		{
			"module": "ticket",
			"property": "priority",
			"operator": 0,
			"value": [
				"2"
			]
		},
		{
			"module": "ticket",
			"property": "cf_major_incident_type",
			"operator": 0,
			"value": [
				"Partial outage"
			]
		}
	],
	"shift_ids": [
		-1
	]
}'
EXPAND ↓
Response 
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{
		"escalation_policy": {
			"id": 29675,
			"name": "OCS escalation policy",
			"status": "ACTIVE",
			"repeat_count": 2,
			"condition_type": 1,
			"rank": 3,
			"shift_ids": [
				-1
			],
			"escalation_policy_paths": [
				{
					"id": 201172,
					"level": 1,
					"position": 1,
					"escalation_policy_path_notifiers": [
						{
							"notifier": null,
							"notifier_type": 0,
							"roster_type": 0
						}
					],
					"notify_interval": 5,
					"channels": [
						2,
						7
					]
				}
			],
			"conditions": [
				{
					"property": "priority",
					"operator": 0,
					"value": [
						"2"
					],
					"module": "ticket"
				},
				{
					"property": "cf_major_incident_type",
					"operator": 0,
					"value": [
						"Partial outage"
					],
					"module": "ticket"
				}
			],
			"stakeholders": {
				"notify_interval": 5,
				"notifiers": [
					{
						"id": 16146,
						"name": "Staging Test Agent",
						"email": "john.doe@gmail.com",
						"second_email": null,
						"product_user_id": "1001447031",
						"phone": null,
						"mobile": null,
						"agent": true,
						"group_ids": "1000207613,1000207614,1000207615,1000207616,1000207617,1000207620"
					}
				],
				"channels": [
					0
				]
			}
		}
	}
EXPAND ↓

View all escalation policies

This operation lets you get details about all the escalation policies in an on-call schedule

Note: Only users with "View On-call schedules" or "Manage On-call schedules" privilege can access the API.

get /api/v2/oncall/ws/[workspace_id]/schedules/[schedule_id]/escalation-policies
OAuth 2.0 Scope
freshservice.oncall.view
Sample code | Curl 
1
curl -v -u api_key:X -X GET 'https://domain.freshservice.com/api/v2/oncall/ws/2/schedules/8569/escalation-policies'
EXPAND ↓
Response 
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{
		"escalation_policies": [
			{
				"id": 12415,
				"name": "Urgent-High Priority Escalation Policy",
				"status": "ACTIVE",
				"repeat_count": 2,
				"condition_type": 2,
				"rank": 0,
				"shift_ids": [
					-1
				],
				"escalation_policy_paths": [
					{
						"id": 89527,
						"level": 1,
						"position": 1,
						"escalation_policy_path_notifiers": [
							{
								"notifier": null,
								"notifier_type": 0,
								"roster_type": 0
							}
						],
						"notify_interval": 0,
						"channels": [
							0,
							1,
							2
						]
					},
					{
						"id": 89528,
						"level": 1,
						"position": 2,
						"escalation_policy_path_notifiers": [
							{
								"notifier": null,
								"notifier_type": 0,
								"roster_type": 0
							}
						],
						"notify_interval": 5,
						"channels": [
							0,
							1
						]
					},
					{
						"id": 89529,
						"level": 1,
						"position": 3,
						"escalation_policy_path_notifiers": [
							{
								"notifier": null,
								"notifier_type": 0,
								"roster_type": 0
							}
						],
						"notify_interval": 5,
						"channels": [
							0,
							1
						]
					},
					{
						"id": 89530,
						"level": 2,
						"position": 1,
						"escalation_policy_path_notifiers": [
							{
								"notifier": null,
								"notifier_type": 0,
								"roster_type": 0
							}
						],
						"notify_interval": 1,
						"channels": [
							0,
							1,
							2
						]
					},
					{
						"id": 89531,
						"level": 2,
						"position": 2,
						"escalation_policy_path_notifiers": [
							{
								"notifier": null,
								"notifier_type": 0,
								"roster_type": 0
							}
						],
						"notify_interval": 5,
						"channels": [
							0,
							1
						]
					},
					{
						"id": 89532,
						"level": 2,
						"position": 3,
						"escalation_policy_path_notifiers": [
							{
								"notifier": null,
								"notifier_type": 0,
								"roster_type": 0
							}
						],
						"notify_interval": 5,
						"channels": [
							0,
							1
						]
					},
					{
						"id": 89533,
						"level": 3,
						"position": 1,
						"escalation_policy_path_notifiers": [
							{
								"notifier": null,
								"notifier_type": 0,
								"roster_type": 0
							}
						],
						"notify_interval": 2,
						"channels": [
							0,
							1,
							2
						]
					},
					{
						"id": 89534,
						"level": 3,
						"position": 2,
						"escalation_policy_path_notifiers": [
							{
								"notifier": null,
								"notifier_type": 0,
								"roster_type": 0
							}
						],
						"notify_interval": 5,
						"channels": [
							0,
							1
						]
					},
					{
						"id": 89535,
						"level": 3,
						"position": 3,
						"escalation_policy_path_notifiers": [
							{
								"notifier": null,
								"notifier_type": 0,
								"roster_type": 0
							}
						],
						"notify_interval": 5,
						"channels": [
							0,
							1
						]
					},
					{
						"id": 89536,
						"level": 4,
						"position": 1,
						"escalation_policy_path_notifiers": [
							{
								"notifier": null,
								"notifier_type": 0,
								"roster_type": 0
							}
						],
						"notify_interval": 2,
						"channels": [
							0
						]
					},
					{
						"id": 89537,
						"level": 4,
						"position": 2,
						"escalation_policy_path_notifiers": [
							{
								"notifier": null,
								"notifier_type": 0,
								"roster_type": 0
							}
						],
						"notify_interval": 5,
						"channels": [
							1,
							2
						]
					},
					{
						"id": 89538,
						"level": 4,
						"position": 3,
						"escalation_policy_path_notifiers": [
							{
								"notifier": null,
								"notifier_type": 0,
								"roster_type": 0
							}
						],
						"notify_interval": 5,
						"channels": [
							2
						]
					},
					{
						"id": 89539,
						"level": 5,
						"position": 1,
						"escalation_policy_path_notifiers": [
							{
								"notifier": null,
								"notifier_type": 0,
								"roster_type": 0
							}
						],
						"notify_interval": 2,
						"channels": [
							0
						]
					},
					{
						"id": 89540,
						"level": 5,
						"position": 2,
						"escalation_policy_path_notifiers": [
							{
								"notifier": null,
								"notifier_type": 0,
								"roster_type": 0
							}
						],
						"notify_interval": 5,
						"channels": [
							1,
							2
						]
					},
					{
						"id": 89541,
						"level": 5,
						"position": 3,
						"escalation_policy_path_notifiers": [
							{
								"notifier": null,
								"notifier_type": 0,
								"roster_type": 0
							}
						],
						"notify_interval": 5,
						"channels": [
							2
						]
					}
				],
				"conditions": [
					{
						"property": "priority",
						"operator": 2,
						"value": [
							"4",
							"3"
						],
						"module": "ticket"
					}
				],
				"stakeholders": {
					"notify_interval": 2,
					"notifiers": [],
					"channels": []
				}
			},
			{
				"id": 12416,
				"name": "Medium Priority Escalation Policy",
				"status": "ACTIVE",
				"repeat_count": 2,
				"condition_type": 2,
				"rank": 1,
				"shift_ids": [
					-1
				],
				"escalation_policy_paths": [
					{
						"id": 89542,
						"level": 1,
						"position": 1,
						"escalation_policy_path_notifiers": [
							{
								"notifier": null,
								"notifier_type": 0,
								"roster_type": 0
							}
						],
						"notify_interval": 0,
						"channels": [
							2
						]
					},
					{
						"id": 89543,
						"level": 1,
						"position": 2,
						"escalation_policy_path_notifiers": [
							{
								"notifier": null,
								"notifier_type": 0,
								"roster_type": 0
							}
						],
						"notify_interval": 5,
						"channels": [
							2
						]
					},
					{
						"id": 89544,
						"level": 1,
						"position": 3,
						"escalation_policy_path_notifiers": [
							{
								"notifier": null,
								"notifier_type": 0,
								"roster_type": 0
							}
						],
						"notify_interval": 10,
						"channels": [
							2
						]
					},
					{
						"id": 89545,
						"level": 2,
						"position": 1,
						"escalation_policy_path_notifiers": [
							{
								"notifier": null,
								"notifier_type": 0,
								"roster_type": 0
							}
						],
						"notify_interval": 15,
						"channels": [
							2
						]
					},
					{
						"id": 89546,
						"level": 2,
						"position": 2,
						"escalation_policy_path_notifiers": [
							{
								"notifier": null,
								"notifier_type": 0,
								"roster_type": 0
							}
						],
						"notify_interval": 10,
						"channels": [
							2
						]
					},
					{
						"id": 89547,
						"level": 2,
						"position": 3,
						"escalation_policy_path_notifiers": [
							{
								"notifier": null,
								"notifier_type": 0,
								"roster_type": 0
							}
						],
						"notify_interval": 10,
						"channels": [
							2
						]
					},
					{
						"id": 89548,
						"level": 3,
						"position": 1,
						"escalation_policy_path_notifiers": [
							{
								"notifier": null,
								"notifier_type": 0,
								"roster_type": 0
							}
						],
						"notify_interval": 30,
						"channels": [
							2
						]
					},
					{
						"id": 89549,
						"level": 3,
						"position": 2,
						"escalation_policy_path_notifiers": [
							{
								"notifier": null,
								"notifier_type": 0,
								"roster_type": 0
							}
						],
						"notify_interval": 10,
						"channels": [
							2
						]
					},
					{
						"id": 89550,
						"level": 4,
						"position": 1,
						"escalation_policy_path_notifiers": [
							{
								"notifier": null,
								"notifier_type": 0,
								"roster_type": 0
							}
						],
						"notify_interval": 30,
						"channels": [
							2
						]
					},
					{
						"id": 89551,
						"level": 5,
						"position": 1,
						"escalation_policy_path_notifiers": [
							{
								"notifier": null,
								"notifier_type": 0,
								"roster_type": 0
							}
						],
						"notify_interval": 30,
						"channels": [
							2
						]
					}
				],
				"conditions": [
					{
						"property": "priority",
						"operator": 2,
						"value": [
							"2"
						],
						"module": "ticket"
					}
				],
				"stakeholders": {
					"notify_interval": 2,
					"notifiers": [],
					"channels": []
				}
			},
			{
				"id": 12417,
				"name": "Low Priority Escalation Policy",
				"status": "INACTIVE",
				"repeat_count": 2,
				"condition_type": 2,
				"rank": 2,
				"shift_ids": [
					-1
				],
				"escalation_policy_paths": [
					{
						"id": 89552,
						"level": 1,
						"position": 1,
						"escalation_policy_path_notifiers": [
							{
								"notifier": null,
								"notifier_type": 0,
								"roster_type": 0
							}
						],
						"notify_interval": 0,
						"channels": [
							2
						]
					},
					{
						"id": 89553,
						"level": 2,
						"position": 1,
						"escalation_policy_path_notifiers": [
							{
								"notifier": null,
								"notifier_type": 0,
								"roster_type": 0
							}
						],
						"notify_interval": 30,
						"channels": [
							2
						]
					},
					{
						"id": 89554,
						"level": 3,
						"position": 1,
						"escalation_policy_path_notifiers": [
							{
								"notifier": null,
								"notifier_type": 0,
								"roster_type": 0
							}
						],
						"notify_interval": 30,
						"channels": [
							2
						]
					},
					{
						"id": 89555,
						"level": 4,
						"position": 1,
						"escalation_policy_path_notifiers": [
							{
								"notifier": null,
								"notifier_type": 0,
								"roster_type": 0
							}
						],
						"notify_interval": 30,
						"channels": [
							2
						]
					},
					{
						"id": 89556,
						"level": 5,
						"position": 1,
						"escalation_policy_path_notifiers": [
							{
								"notifier": null,
								"notifier_type": 0,
								"roster_type": 0
							}
						],
						"notify_interval": 30,
						"channels": [
							2
						]
					}
				],
				"conditions": [
					{
						"property": "priority",
						"operator": 2,
						"value": [
							"1"
						],
						"module": "ticket"
					}
				],
				"stakeholders": {
					"notify_interval": 2,
					"notifiers": [],
					"channels": []
				}
			},
			{
				"id": 29675,
				"name": "OCS escalation policy",
				"status": "ACTIVE",
				"repeat_count": 2,
				"condition_type": 1,
				"rank": 3,
				"shift_ids": [
					-1
				],
				"escalation_policy_paths": [
					{
						"id": 201172,
						"level": 1,
						"position": 1,
						"escalation_policy_path_notifiers": [
							{
								"notifier": null,
								"notifier_type": 0,
								"roster_type": 0
							}
						],
						"notify_interval": 5,
						"channels": [
							2,
							7
						]
					}
				],
				"conditions": [
					{
						"property": "priority",
						"operator": 0,
						"value": [
							"2"
						],
						"module": "ticket"
					},
					{
						"property": "cf_major_incident_type",
						"operator": 0,
						"value": [
							"Partial outage"
						],
						"module": "ticket"
					}
				],
				"stakeholders": {
					"notify_interval": 5,
					"notifiers": [
						{
							"id": 16146,
							"name": "Staging Test Agent",
							"email": "john.doe@gmail.com",
							"second_email": null,
							"product_user_id": "1001447031",
							"phone": null,
							"mobile": null,
							"agent": true,
							"group_ids": "1000207613,1000207614,1000207615,1000207616,1000207617,1000207620"
						}
					],
					"channels": [
						0
					]
				}
			}
		],
		"meta": {
			"total_items": 4,
			"page_number": null,
			"page_size": null
		}
	}
EXPAND ↓

View an escalation policy

This operation lets you get details about particular escalation policies in an on-call schedule by its id

Note: Only users with "View On-call schedules" or "Manage On-call schedules" privilege can access the API.

get /api/v2/oncall/ws/[workspace_id]/schedules/[schedule_id]/escalation-policies/[ep_id]
OAuth 2.0 Scope
freshservice.oncall.view
Sample code | Curl 
1
curl -v -u api_key:X -X GET 'https://domain.freshservice.com/api/v2/oncall/ws/2/schedules/8569/escalation-policies/12415'
EXPAND ↓
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{
		"escalation_policy": {
			"id": 12415,
			"name": "Urgent-High Priority Escalation Policy",
			"status": "ACTIVE",
			"repeat_count": 2,
			"condition_type": 2,
			"rank": 0,
			"shift_ids": [
				-1
			],
			"escalation_policy_paths": [
				{
					"id": 89527,
					"level": 1,
					"position": 1,
					"escalation_policy_path_notifiers": [
						{
							"notifier": null,
							"notifier_type": 0,
							"roster_type": 0
						}
					],
					"notify_interval": 0,
					"channels": [
						0,
						1,
						2
					]
				},
				{
					"id": 89528,
					"level": 1,
					"position": 2,
					"escalation_policy_path_notifiers": [
						{
							"notifier": null,
							"notifier_type": 0,
							"roster_type": 0
						}
					],
					"notify_interval": 5,
					"channels": [
						0,
						1
					]
				},
				{
					"id": 89529,
					"level": 1,
					"position": 3,
					"escalation_policy_path_notifiers": [
						{
							"notifier": null,
							"notifier_type": 0,
							"roster_type": 0
						}
					],
					"notify_interval": 5,
					"channels": [
						0,
						1
					]
				},
				{
					"id": 89530,
					"level": 2,
					"position": 1,
					"escalation_policy_path_notifiers": [
						{
							"notifier": null,
							"notifier_type": 0,
							"roster_type": 0
						}
					],
					"notify_interval": 1,
					"channels": [
						0,
						1,
						2
					]
				},
				{
					"id": 89531,
					"level": 2,
					"position": 2,
					"escalation_policy_path_notifiers": [
						{
							"notifier": null,
							"notifier_type": 0,
							"roster_type": 0
						}
					],
					"notify_interval": 5,
					"channels": [
						0,
						1
					]
				},
				{
					"id": 89532,
					"level": 2,
					"position": 3,
					"escalation_policy_path_notifiers": [
						{
							"notifier": null,
							"notifier_type": 0,
							"roster_type": 0
						}
					],
					"notify_interval": 5,
					"channels": [
						0,
						1
					]
				},
				{
					"id": 89533,
					"level": 3,
					"position": 1,
					"escalation_policy_path_notifiers": [
						{
							"notifier": null,
							"notifier_type": 0,
							"roster_type": 0
						}
					],
					"notify_interval": 2,
					"channels": [
						0,
						1,
						2
					]
				},
				{
					"id": 89534,
					"level": 3,
					"position": 2,
					"escalation_policy_path_notifiers": [
						{
							"notifier": null,
							"notifier_type": 0,
							"roster_type": 0
						}
					],
					"notify_interval": 5,
					"channels": [
						0,
						1
					]
				},
				{
					"id": 89535,
					"level": 3,
					"position": 3,
					"escalation_policy_path_notifiers": [
						{
							"notifier": null,
							"notifier_type": 0,
							"roster_type": 0
						}
					],
					"notify_interval": 5,
					"channels": [
						0,
						1
					]
				},
				{
					"id": 89536,
					"level": 4,
					"position": 1,
					"escalation_policy_path_notifiers": [
						{
							"notifier": null,
							"notifier_type": 0,
							"roster_type": 0
						}
					],
					"notify_interval": 2,
					"channels": [
						0
					]
				},
				{
					"id": 89537,
					"level": 4,
					"position": 2,
					"escalation_policy_path_notifiers": [
						{
							"notifier": null,
							"notifier_type": 0,
							"roster_type": 0
						}
					],
					"notify_interval": 5,
					"channels": [
						1,
						2
					]
				},
				{
					"id": 89538,
					"level": 4,
					"position": 3,
					"escalation_policy_path_notifiers": [
						{
							"notifier": null,
							"notifier_type": 0,
							"roster_type": 0
						}
					],
					"notify_interval": 5,
					"channels": [
						2
					]
				},
				{
					"id": 89539,
					"level": 5,
					"position": 1,
					"escalation_policy_path_notifiers": [
						{
							"notifier": null,
							"notifier_type": 0,
							"roster_type": 0
						}
					],
					"notify_interval": 2,
					"channels": [
						0
					]
				},
				{
					"id": 89540,
					"level": 5,
					"position": 2,
					"escalation_policy_path_notifiers": [
						{
							"notifier": null,
							"notifier_type": 0,
							"roster_type": 0
						}
					],
					"notify_interval": 5,
					"channels": [
						1,
						2
					]
				},
				{
					"id": 89541,
					"level": 5,
					"position": 3,
					"escalation_policy_path_notifiers": [
						{
							"notifier": null,
							"notifier_type": 0,
							"roster_type": 0
						}
					],
					"notify_interval": 5,
					"channels": [
						2
					]
				}
			],
			"conditions": [
				{
					"property": "priority",
					"operator": 2,
					"value": [
						"4",
						"3"
					],
					"module": "ticket"
				}
			],
			"stakeholders": {
				"notify_interval": 2,
				"notifiers": [],
				"channels": []
			}
		}
	}
EXPAND ↓

Delete an escalation policy

This operation lets you delete an escalation policy

Note: Only users with "Manage On-call schedules" privilege can access the API.

delete /api/v2/oncall/ws/[workspace_id]/schedules/[schedule_id]/escalation-policies/[ep_id]
OAuth 2.0 Scope
freshservice.oncall.manage
Sample code | Curl 
1
curl -v -u api_key:X -X DELETE 'https://domain.freshservice.com/api/v2/oncall/ws/2/schedules/8569/escalation-policies/12415'
EXPAND ↓
Response 
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HTTP Status: 204 No Content
EXPAND ↓

Reorder an escalation policy

This operation lets you re-order the escalation policies (EP) within an on-call schedule. In cases where ticket conditions match two or more EPs, notifications are sent from the EP which is at a higher level.

Note: Only users with "View On-call schedules" or "Manage On-call schedules" privilege can access the API.

put /api/v2/oncall/ws/[workspace_id]/schedules/[schedule_id]/escalation-policies/reorder
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{
	"reorder_list":{
		"31127":1,
		"31128":3,
		"31129":2
	}
}
EXPAND ↓
OAuth 2.0 Scope
freshservice.oncall.manage
Sample code | Curl 
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curl -u api_key:X -H "Content-Type: application/json" -X PUT -d '{
	"reorder_list":{
		"31127":1,
		"31128":3,
		"31129":2
	}
}'
EXPAND ↓
Response 
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HTTP Status: 200 No Content
EXPAND ↓

Custom Objects

Custom Objects allow you to create your own custom entities and thus extend the data model in Freshservice to solve a number of use cases. More information about custom objects can be found here.

View List of Custom Objects

This API lists all the Custom objects that are present in the account.

Note:
By default, only Custom objects from the primary workspace will be returned for accounts on the Employee Support Mode. For Custom objects from other workspaces, use the workspace_id filter.

Filter by Handle
Workspace /api/v2/objects?workspace_id=[id]
'workspace_id' is applicable only for accounts on the Employee Support Mode.
get /api/v2/objects
OAuth 2.0 Scope
freshservice.objects.manage
Sample code | Curl 
1
curl -v -u api_key:X -X GET 'https://domain.freshservice.com/api/v2/objects?workspace_id=2'
EXPAND ↓
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{
  "custom_objects": [
    {
      "id": 1000040838,
      "title": "Service Item Approvals",
      "description": "This is a sample object to store additional information about the Items available on the Service Catalog such as designated Approvers, Vendor Information and Category. When a request for an item in this list is raised, you can use this information within the workflows to enrich your automations. Check out our sample workflow “Service Item Approvals/Routing with Custom Objects”",
      "updated_at": "2021-02-17T14:29:08Z",
      "last_updated_by": {
        "email": "system-noreply@domain.freshservice.com",
        "id": 1232007390,
        "name": "System"
      },
      "workspace_id": 2
    }
  ],
  "meta": {
    "count": 1,
    "page": 1,
    "per_page": 30
  }
}
EXPAND ↓

Show a Custom Object

This API gives you the details of a given Custom object like field names, options for dropdown fields etc.

The following are the default readonly meta fields present in every Custom object

Name Label
bo_display_id Record ID
bo_created_by Created By
bo_updated_by Updated By
bo_created_at Created At
bo_updated_at Updated At
get /api/v2/objects/[id]
OAuth 2.0 Scope
freshservice.objects.manage
Sample code | Curl 
1
curl -v -u api_key:X -X GET 'https://domain.freshservice.com/api/v2/objects/1000040838'
EXPAND ↓
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{
  "custom_object": {
    "id": 1000040838,
    "name": "service_item_approvals_11",
    "title": "Service Item Approvals",
    "description": "This is a sample object to store additional information about the Items available on the Service Catalog such as designated Approvers, Vendor Information and Category. When a request for an item in this list is raised, you can use this information within the workflows to enrich your automations. Check out our sample workflow “Service Item Approvals/Routing with Custom Objects”",
    "workspace_id": 2,
    "fields": [
      {
        "name": "item_name",
        "label": "Item Name",
        "type": "lookup",
        "required": true,
        "choices": [],
        "meta": {
          "source_name": "service_item"
        }
      },
      {
        "name": "approver",
        "label": "Approver",
        "type": "lookup",
        "required": false,
        "choices": [],
        "meta": {
          "source_name": "all_users"
        }
      },
      {
        "name": "vendor_information",
        "label": "Vendor Information",
        "type": "text",
        "required": false,
        "choices": [],
        "meta": null
      },
      {
        "name": "category",
        "label": "Category",
        "type": "dropdown",
        "required": false,
        "fields": [
          {
            "name": "category_dd1",
            "label": "category_dd1",
            "required": false,
            "choices": [],
            "meta": null
          },
          {
            "name": "category_dd2",
            "label": "category_dd2",
            "required": false,
            "choices": [],
            "meta": null
          },
          {
            "name": "category_dd3",
            "label": "category_dd3",
            "required": false,
            "choices": [],
            "meta": null
          }
        ],
        "choices": [
          {
            "id": 1,
            "value": "Hardware",
            "nested_options": [
              {
                "id": 2,
                "value": "Computer",
                "nested_options": [
                  {
                    "id": 3,
                    "value": "Mac"
                  },
                  {
                    "id": 4,
                    "value": "PC"
                  }
                ]
              },
              {
                "id": 5,
                "value": "Printer",
                "nested_options": []
              },
              {
                "id": 6,
                "value": "Phone",
                "nested_options": []
              },
              {
                "id": 7,
                "value": "Peripherals",
                "nested_options": [
                  {
                    "id": 8,
                    "value": "Router"
                  },
                  {
                    "id": 9,
                    "value": "Switch"
                  },
                  {
                    "id": 10,
                    "value": "Access point"
                  }
                ]
              }
            ]
          },
          {
            "id": 11,
            "value": "Software",
            "nested_options": [
              {
                "id": 12,
                "value": "MS Office",
                "nested_options": []
              },
              {
                "id": 13,
                "value": "Adobe Reader",
                "nested_options": []
              },
              {
                "id": 14,
                "value": "Windows",
                "nested_options": []
              },
              {
                "id": 15,
                "value": "Chrome",
                "nested_options": []
              }
            ]
          },
          {
            "id": 16,
            "value": "Network",
            "nested_options": [
              {
                "id": 17,
                "value": "Access",
                "nested_options": []
              },
              {
                "id": 18,
                "value": "Connectivity",
                "nested_options": []
              }
            ]
          },
          {
            "id": 19,
            "value": "Other",
            "nested_options": []
          }
        ],
        "meta": {
          "source_name": "ticket",
          "field_name": "Category",
          "dep_dd_label": {
            "level1": "Category",
            "level2": "Sub-Category",
            "level3": "Item"
          },
          "dep_dd_name": {
            "level1": "category",
            "level2": "sub_category",
            "level3": "item_category"
          }
        }
      },
      {
        "name": "agent_group",
        "label": "Agent Group",
        "type": "lookup",
        "required": false,
        "choices": [],
        "meta": {
          "source_name": "group"
        }
      }
    ],
    "meta": {
      "total_records_count": 4
    }
  }
}
EXPAND ↓

Create new Custom Object Record

This API creates a new record in a Custom object.

Note:
1. The field names to construct the request body and options for dropdowns can be obtained using the Show Custom Object API.
2. ID of the source entity (Agent, Ticket etc) should be specified as value for the lookup fields.

post /api/v2/objects/[id]/records
OAuth 2.0 Scope
freshservice.objects.manage
Sample code | Curl 
1
curl -v -u api_key:X -H "Content-Type: application/json" -X POST -d '{ "data": { "agent_group": "5175566", "approver": "1232007392", "category_dd1": "Hardware", "category_dd2": "Computer", "category_dd3": "PC", "item_name": "1011125282", "vendor_information": "Apple-sales@apple.com" } }' 'https://domain.freshservice.com/api/v2/objects/1000040838/records'
EXPAND ↓
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{
  "custom_object": {
    "data": {
      "agent_group": "5175566",
      "approver": "1232007392",
      "bo_created_at": "2021-02-17T15:27:37.502Z",
      "bo_created_by": "1232007376",
      "bo_display_id": 1,
      "bo_updated_at": "2021-02-17T15:27:37.502Z",
      "bo_updated_by": "1232007376",
      "category_dd1": "Hardware",
      "category_dd2": "Computer",
      "category_dd3": "PC",
      "item_name": "1011125282",
      "vendor_information": "Apple-sales@apple.com"
    }
  }
}
EXPAND ↓

List all records of a Custom Object

This API lists all the records present in a given Custom object.

Note:
The query request parameter can be specified to filter the records. The query parameter is a list of conditions connected by the AND operator. The rules for constructing the query parameter are as follows
1. A condition should be of the format [field-name] [condition-operator] [field-value].
2. Conditions can be specified using the AND operator.
3. The field-value can be a string enclosed in single quotes, a number or null.
4. The supported condition operators are : (equal to), < (less than),> (greater than), :< (less than or equal to), :> (greater than or equal to).
5. The : (equal to) operator can be used with a comma separated list of values enclosed in square brackets to match any one of the list values. For example, [1, 2, 4].
6. Dates should be specified in the UTC format (YYYY-MM-DDTHH:MM:SS.sssZ). For example, 2020-10-11T06:00:00.000Z, 2021-09-18T15:00:00Z etc.
7. The query request parameter must be URL encoded and should not be enclosed in any quotes before encoding (See example below).

Supported request parameters

Field Type Description
query string URL encoded query string (formed using the above rules) to filter records.
page_size integer The number of records to be returned in a single query.
sort_field string Name of the object field to be used for sorting the records.
sord_order string Order of sorting the records (ASC or DESC).
next_page_link string URL encoded link for the next page of results.
get /api/v2/objects/[id]/records
OAuth 2.0 Scope
freshservice.objects.manage
Sample code | Curl 
1
curl -v -u api_key:X -X GET 'https://domain.freshservice.com/api/v2/objects/1000040838/records'
EXPAND ↓
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{
  "records": [
    {
      "data": {
        "agent_group": {
          "id": 5175560,
          "value": "Service Request Fulfillment Team"
        },
        "approver": {
          "id": 1232007392,
          "value": "Jack <jack@domain.freshservice.com>"
        },
        "bo_created_at": "2021-02-17T14:29:08.143Z",
        "bo_created_by": {
          "id": 1232007377,
          "value": "Andrea <andrea@domain.freshservice.com>"
        },
        "bo_display_id": 4,
        "bo_updated_at": "2021-02-17T14:29:08.143Z",
        "bo_updated_by": {
          "id": 1232007377,
          "value": "Andrea <andrea@domain.freshservice.com>"
        },
        "category_dd1": "Software",
        "category_dd2": null,
        "category_dd3": null,
        "item_name": {
          "id": 1011125273,
          "value": "Adobe Photoshop CS6"
        },
        "vendor_information": "Adobe- sales@adobe.com"
      }
    },
    {
      "data": {
        "agent_group": {
          "id": 5175560,
          "value": "Service Request Fulfillment Team"
        },
        "approver": {
          "id": 1232007392,
          "value": "Jack <jack@domain.freshservice.com>"
        },
        "bo_created_at": "2021-02-17T14:29:08.134Z",
        "bo_created_by": {
          "id": 1232007377,
          "value": "Andrea <andrea@domain.freshservice.com>"
        },
        "bo_display_id": 3,
        "bo_updated_at": "2021-02-17T14:29:08.134Z",
        "bo_updated_by": {
          "id": 1232007377,
          "value": "Andrea <andrea@domain.freshservice.com>"
        },
        "category_dd1": "Software",
        "category_dd2": null,
        "category_dd3": null,
        "item_name": {
          "id": 1011125302,
          "value": "Adobe Illustrator CC"
        },
        "vendor_information": "Adobe- sales@adobe.com"
      }
    },
    {
      "data": {
        "agent_group": {
          "id": 5175565,
          "value": "Hardware Team"
        },
        "approver": {
          "id": 1232007377,
          "value": "Andrea <andrea@domain.freshservice.com>"
        },
        "bo_created_at": "2021-02-17T14:29:08.125Z",
        "bo_created_by": {
          "id": 1232007377,
          "value": "Andrea <andrea@domain.freshservice.com>"
        },
        "bo_display_id": 2,
        "bo_updated_at": "2021-02-17T14:29:08.125Z",
        "bo_updated_by": {
          "id": 1232007377,
          "value": "Andrea <andrea@domain.freshservice.com>"
        },
        "category_dd1": "Hardware",
        "category_dd2": null,
        "category_dd3": null,
        "item_name": {
          "id": 1011125280,
          "value": "Apple MacBook"
        },
        "vendor_information": "Apple-sales@apple.com"
      }
    },
    {
      "data": {
        "agent_group": {
          "id": 5175565,
          "value": "Hardware Team"
        },
        "approver": {
          "id": 1232007377,
          "value": "Andrea <andrea@domain.freshservice.com>"
        },
        "bo_created_at": "2021-02-17T14:29:08.115Z",
        "bo_created_by": {
          "id": 1232007377,
          "value": "Andrea <andrea@domain.freshservice.com>"
        },
        "bo_display_id": 1,
        "bo_updated_at": "2021-02-17T14:29:08.115Z",
        "bo_updated_by": {
          "id": 1232007377,
          "value": "Andrea <andrea@domain.freshservice.com>"
        },
        "category_dd1": "Hardware",
        "category_dd2": null,
        "category_dd3": null,
        "item_name": {
          "id": 1011125271,
          "value": "Windows Laptop"
        },
        "vendor_information": "Microsoft - sales@microsoft.com"
      }
    }
  ],
  "meta": {
    "total_records": 4
  }
}
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Additional examples

Example request with page_size and query parameters. query parameter before encoding

category_dd1 : 'Hardware' AND category_dd3 : ['PC', 'Mac'] AND bo_created_at :< '2021-09-18T15:00:00Z'

1
 curl -v -u api_key:X -X GET 'https://domain.freshservice.com/api/v2/objects/1000040838/records?page_size=5&query=category_dd1%20%3A%20%27Hardware%27%20AND%20category_dd3%20%3A%20%5B%27PC%27%2C%20%27Mac%27%5D%20AND%20bo_created_at%20%3A%3C%20%272021-09-18T15%3A00%3A00Z%27'
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Update Custom Object Record

This API updates the value of the given fields of a record in a Custom object.

put /api/v2/objects/[id]/records/[record_id]
OAuth 2.0 Scope
freshservice.objects.manage
Sample code | Curl 
1
curl -v -u api_key:X -H "Content-Type: application/json" -X PUT -d '{ "data": { "category_dd1": "Hardware", "category_dd2": "Computer", "category_dd3": "Mac", "item_name": "1011125282" } }' 'https://domain.freshservice.com/api/v2/objects/1000040838/records/1'
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Response 
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{
  "custom_object": {
    "data": {
      "agent_group": null,
      "approver": null,
      "bo_created_at": "2021-02-17T15:15:10.837Z",
      "bo_created_by": "1232007376",
      "bo_display_id": 1,
      "bo_updated_at": "2021-02-17T15:39:50.603Z",
      "bo_updated_by": "1232007376",
      "category_dd1": "Hardware",
      "category_dd2": "Computer",
      "category_dd3": "Mac",
      "item_name": "1011125282",
      "vendor_information": null
    }
  }
}
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Delete Custom Object Record

This API deletes an existing record in a Custom object.

delete /api/v2/objects/[id]/records/[record_id]
OAuth 2.0 Scope
freshservice.objects.manage
Sample code | Curl 
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curl -v -u api_key:X -X DELETE 'https://domain.freshservice.com/api/v2/objects/1000040838/records/1’
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Response 
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HTTP Status: 202 No Content
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SLA Policies

SLA Policies can be used by IT Teams to set Resolution and Response targets for all incoming Tickets. They are particularly useful in standardizing Service desk functions and boosting efficiency.

Attribute Type Description
id number Unique identifier of the SLA Policy
workspace_id number ID of the workspace to which the SLA policy belongs. This attribute is applicable only to accounts on the Employee Support Mode.
name string Name of the SLA Policy
position number Position / Rank of the SLA Policy among other SLA Policies
is_default boolean True for Default SLA. False otherwise
active boolean True if activated. False otherwise
deleted boolean True if deleted. False otherwise
description string Short description of the SLA Policy
sla_targets[].priority number Priority for which the sla_target should be applied
sla_targets[].escalation_enabled boolean True if escalation is enabled. False otherwise
sla_targets[].business_hours boolean True if the target should follow business hours. False if the target should follow calendar hours
sla_targets[].respond_within number First Response Target in seconds
sla_targets[].resolve_within number Resolution Target in seconds
applicable_to.ticket_type array of strings Specifies which Ticket types this SLA Policy should apply to
applicable_to.service_items array of numbers Specifies which Service items this SLA Policy should apply to
applicable_to.service_categories array of numbers Specifies which Service Categories this SLA Policy should apply to
applicable_to.department_id array of numbers Specifies which Departments this SLA Policy should apply to
applicable_to.group_id array of numbers Specifies which Groups this SLA Policy should apply to.
applicable_to.source array of numbers Specifies which Ticket Sources this SLA Policy should apply to
applicable_to.category string Specifies which Category this SLA Policy should apply to
applicable_to.sub_category string Specifies which Subcategory this SLA Policy should apply to
applicable_to.item_category string Specifies which Item Category this SLA Policy should apply to
escalation.response.level
escalation.resolution[].level 		string Level / hierarchy of escalation
escalation.response.escalation_when
escalation.resolution[].escalation_when		 string When to escalate - Takes “before”, “immediately”, “after” (Before the Ticket breaches, right when the Ticket breaches, After the Ticket breaches)
escalation.response.escalation_time
escalation.resolution[].escalation_time		 number How long until escalation. Takes values in seconds. Applicable for “before” and “after” escaltion_when values
escalation.response.agent_ids
escalation.resolution[].agent_ids		 array of numbers Ids of Agents to whom escalation should be triggered. For escalating to agent assigned to the Ticket, specify -1
escalation.response.group_ids
escalation.resolution[].group_ids		 array of numbers Ids of Agent Groups to whom escalation should be triggered.

View List of SLAs

This API helps to view all time entries of a particular ticket.

Note:
By default, only SLA policies from the primary workspace will be returned for accounts on the Employee Support Mode. For SLA Policies from other workspaces, use the workspace_id filter.

Filter by Handle
Workspace /api/v2/sla_policies?workspace_id=[id]
'workspace_id' is applicable only for accounts on the Employee Support Mode. The value 1 for workspace_id will return all global SLA policies
get /api/v2/sla_policies
OAuth 2.0 Scope
freshservice.sla_policies.view
Sample code | Curl 
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curl -v -u api_key:X -H "Content-Type: application/json" -X GET 'https://domain.freshservice.com/api/v2/sla_policies?workspace_id=2'
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Response 
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{
    "sla_policies": [{
   		 "id": 344954,
   		 "worspace_id": 2,
   		 "name": "SLAPOLICY3",
   		 "position": 1,
   		 "is_default": false,
   		 "active": true,
   		 "deleted": false,
   		 "description": "This is the custom sla policy",
                 "workspace_id": 2,
   		 "sla_targets": [{
   				 "priority": 4,
   				 "escalation_enabled": true,
   				 "respond_within": 900,
   				 "resolve_within": 900,
   				 "business_hours": true
   			 },
   			 {
   				 "priority": 3,
   				 "escalation_enabled": true,
   				 "respond_within": 1200,
   				 "resolve_within": 1500,
   				 "business_hours": true
   			 },
   			 {
   				 "priority": 2,
   				 "escalation_enabled": false,
   				 "respond_within": 1800,
   				 "resolve_within": 2100,
   				 "business_hours": true
   			 },
   			 {
   				 "priority": 1,
   				 "escalation_enabled": false,
   				 "respond_within": 2400,
   				 "resolve_within": 2700,
   				 "business_hours": true
   			 }
   		 ],
   		 "applicable_to": {
   			 "ticket_type": [
   				 "Incident",
   				 "Service Request"
   			 ],
   			 "service_items": [
   				 1007960709,
   				 1007960710
   			 ],
   			 "service_categories": [
   				 1868712,
   				 1868714
   			 ],
   			 "department_id": [
   				 1887640,
   				 1887636
   			 ],
   			 "group_id": [
   				 3688578,
   				 3688574,
   				 3688576
   			 ],
   			 "sub_category": "Computer",
   			 "item_category": "Mac",
   			 "category": "Hardware",
   			 "source": [
   				 3,
   				 1,
   				 4,
   				 10
   			 ]
   		 },
   		 "escalation": {
   			 "response": {
   				 "level": "1",
   				 "escalation_when": "before",
   				 "escalation_time": 260100,
   				 "agent_ids": [
   					 0,
   					 -1
   				 ],
   				 "group_ids": []
   			 },
   			 "resolution": [{
   					 "level": "1",
   					 "escalation_when": "before",
   					 "escalation_time": 44100,
   					 "agent_ids": [
   						 -1
   					 ],
   					 "group_ids": [
   						 3688573,
   						 3688579
   					 ]
   				 },
   				 {
   					 "level": "2",
   					 "escalation_when": "immediately",
   					 "escalation_time": 0,
   					 "agent_ids": [
   						 1006623426
   					 ],
   					 "group_ids": [
   						 3688574
   					 ]
   				 },
   				 {
   					 "level": "3",
   					 "escalation_when": "after",
   					 "escalation_time": 7200,
   					 "agent_ids": [
   						 -1
   					 ],
   					 "group_ids": [
   						 3688578
   					 ]
   				 },
   				 {
   					 "level": "4",
   					 "escalation_when": "after",
   					 "escalation_time": 1209600,
   					 "agent_ids": [],
   					 "group_ids": [
   						 3688573,
   						 3688579
   					 ]
   				 }
   			 ]
   		 },
   		 "created_at": "2021-02-23T05:20:33Z",
   		 "updated_at": "2021-03-30T09:31:52Z"
   	 },
   	 {
   		 "id": 249561,
   		 "worspace_id": 2,
   		 "name": "Default SLA Policy",
   		 "position": 4,
   		 "is_default": true,
   		 "active": true,
   		 "deleted": false,
   		 "description": "default policy",
                 "workspace_id": 2,
   		 "sla_targets": [{
   				 "priority": 4,
   				 "escalation_enabled": true,
   				 "respond_within": 3600,
   				 "resolve_within": 14400,
   				 "business_hours": true
   			 },
   			 {
   				 "priority": 3,
   				 "escalation_enabled": true,
   				 "respond_within": 14400,
   				 "resolve_within": 43200,
   				 "business_hours": true
   			 },
   			 {
   				 "priority": 2,
   				 "escalation_enabled": true,
   				 "respond_within": 28800,
   				 "resolve_within": 86400,
   				 "business_hours": true
   			 },
   			 {
   				 "priority": 1,
   				 "escalation_enabled": true,
   				 "respond_within": 86400,
   				 "resolve_within": 259200,
   				 "business_hours": true
   			 }
   		 ],
   		 "applicable_to": {},
   		 "escalation": {},
   		 "created_at": "2020-07-14T12:47:55Z",
   		 "updated_at": "2020-07-14T12:47:55Z"
   	 }
    ]
}
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Canned Response Folders

This section lists all APIs related to Canned Response Folders.

Attribute Type Description
id number Unique identifier of the Canned Response FolderRead-Only
workspace_id number ID of the workspace to which the canned response folder belongs. This attribute is applicable only to accounts on the Employee Support Mode.
name string Title of the Canned Response Folder
type string Type of the Canned Response FolderRead-Only
responses_count string No of Canned Responses in this folderRead-Only
created_at datetime Canned Response Folder creation timestamp
updated_at datetime Canned Response Folder updated timestamp

View List of Canned Response Folders

This API lists all the canned response folders that are present in the account.

Note:
By default, only canned response folders from the primary workspace will be returned for accounts on the Employee Support Mode. For canned response folders from other workspaces, use the workspace_id filter.

Filter by Handle
Workspace /api/v2/canned_response_folders?workspace_id=[id]
'workspace_id' is applicable only for accounts on the Employee Support Mode.
get /api/v2/canned_response_folders
OAuth 2.0 Scope
freshservice.canned_responses.view
Sample code | Curl 
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curl -v -u api_key:X -X GET 'https://domain.freshservice.com/api/v2/canned_response_folders?workspace_id=2'
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{
  "canned_response_folders": [
    {
      "id": 0,
      "name": "FAQs",
      "type": "Personal",
      "responses_count": 10,
      "created_at": "2021-04-05T19:31:24.072Z",
      "updated_at": "2021-04-05T19:31:24.072Z",
      "workspace_id": 2
    }
  ]
}
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Show a Canned Response Folder

This API show a specific Canned Response

get /api/v2/canned_response_folders/[folder_id]
OAuth 2.0 Scope
freshservice.canned_responses.view
Sample code | Curl 
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curl -v -u api_key:X -X GET 'https://domain.freshservice.com/api/v2/canned_response_folders/122'
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{
    "canned response_folder": {
      "id": 122,
      "name": "FAQs",
      "type": "Custom",
      "responses_count": 0,
      "created_at": "2021-04-06T14:26:18.995Z",
      "updated_at": "2021-04-06T14:26:18.995Z",
      "workspace_id": 2
    }
}
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List all Canned Responses In a Folder

This API lists all the Canned Response Folders that are present in the folder.

get /api/v2/canned_response_folders/[folder_id]/canned_responses
OAuth 2.0 Scope
freshservice.canned_responses.view
Sample code | Curl 
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curl -v -u api_key:X -X GET 'https://domain.freshservice.com/api/v2/canned_response_folders/122/canned_responses'
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{
  "canned_responses": [
    {
      "id": 122,
      "title": "VPN Connection - Troubleshooting",
      "folder_id": 0,
      "content": "How to debug the VPN issue",
      "content_html": "<p> How to debug the VPN issue </p>",
      "created_at": "2021-04-06T14:32:09.728Z",
      "updated_at": "2021-04-06T14:32:09.728Z",
      "workspace_id": 2
    }
  ]
}
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Canned Responses

This section lists all APIs related to Canned Responses.

Attribute Type Description
id number Unique identifier of the Canned ResponseRead-Only
workspace_id number ID of the workspace to which the canned response belongs. This attribute is applicable only to accounts on the Employee Support Mode.
title string Title of the Canned Response FolderMandatory
folder_id number ID of the Canned Response Folder in which the response is associated
content string Content of the Canned Response
content_html string Content of the Canned Response in HTML formatMandatory
created_at datetime Canned Response Folder creation timestamp
updated_at datetime Canned Response Folder updated timestamp

View List of Canned Responses

This API lists all the canned responses that are present in the folder.

Note:
By default, only canned responses from the primary workspace will be returned for accounts on the Employee Support Mode. For canned responses from other workspaces, use the workspace_id filter.

Filter by Handle
Workspace /api/v2/canned_responses?workspace_id=[id]
'workspace_id' is applicable only for accounts on the Employee Support Mode. The value 1 for workspace_id will return all global canned responses
get /api/v2/canned_responses
OAuth 2.0 Scope
freshservice.canned_responses.view
Sample code | Curl 
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curl -v -u api_key:X -X GET 'https://domain.freshservice.com/api/v2/canned_responses?workspace_id=2'
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{
  "canned_responses": [
    {
      "id": 122,
      "title": "VPN Connection - Troubleshooting",
      "folder_id": 0,
      "content": "How to debug the VPN issue",
      "content_html": "<p> How to debug the VPN issue </p>",
      "created_at": "2021-04-06T14:32:09.728Z",
      "updated_at": "2021-04-06T14:32:09.728Z",
      "workspace_id": 2
    }
  ]
}
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Show a Canned Response

This API show a specific Canned Response

get /api/v2/canned_responses/[id]
OAuth 2.0 Scope
freshservice.canned_responses.view
Sample code | Curl 
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curl -v -u api_key:X -X GET 'https://domain.freshservice.com/api/v2/canned_responses/122'
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{
  "canned_responses": {
    "id": 122,
    "title": "VPN Connection - Troubleshooting",
    "folder_id": 0,
    "content": "How to debug the VPN issue",
    "content_html": "<p> How to debug the VPN issue </p>",
    "created_at": "2021-04-06T14:32:09.728Z",
    "updated_at": "2021-04-06T14:32:09.728Z",
    "workspace_id": 2,
    "attachments": [
      {
        "id": 12,
        "content_type": "application/octet-stream",
        "size": 0,
        "name": "Attachment Name",
        "attachment_url": “https://cdn.freshservice/data/Helpdesk/attachments/production/19852343/original/attachment.txt"
      }
    ]
  }
}
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Audit Logs

Audit log keeps track of all the changes that take place under the Admin section of your service desk.

Note:
Only users with "Play God with Admin controls" privilege can access the following APIs.

Attribute Type Description
since * datetime Timestamp from which the logs are needed
before * datetime Timestamp to which the logs are needed
type array of strings Denotes the type of module (Examples workflow,sla_policy,sandbox_job..)
actor number Id of the agent who performed the changes
workflow_id number Id of the workflow
sla_policy_id number Id of the sla policy
change_lifecycle_id number Id of the change lifecycle
group_id number ID of the group
agent_id number Id of the agent

Audit Log Export

This API helps to export the changes made inside your service desk.

Note:
Type should be one of the following values.
account, agent, group, change_field, change_lifecycle, sandbox_job, sla_policy, workflow, plans & billing.

If a workspace_id is not specified in the request parameter or specified as 0, logs from the workspace to which the user has access will be included in the response. If workspace_id is specified as 1, only the audit log entires that correspond to global settings will be included in the response. Applicable only to accounts on the Employee Support Mode.

post /api/v2/audit_log/export
OAuth 2.0 Scope
freshservice.audit_log.view
Sample code | Curl 
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curl -v -u api_key:X -H "Content-Type: application/json" -d '{ "since": "2021-12-10T00:00:00Z", "before": "2022-02-23T00:00:00Z" }' -X POST 'https://domain.freshservice.com/api/v2/audit_log/export'
EXPAND ↓
Response 
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HTTP Status: 200 OK
EXPAND ↓
Additional examples

1. Export the workflow module related changes 

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 curl -v -u api_key:X -H 'Content-Type: application/json' -d '{ "since": "2021-07-23T00:00:00+5:30","before":  "2021-09-27T00:00:00+5:30","filters": {"type": ["workflow"],"workflow_id": 5}}' -X POST 'https://domain.freshservice.com/api/v2/audit_log/export'
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2. Export the workflow module related changes done by a particular agent

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 curl -v -u api_key:X -H 'Content-Type: application/json' -d '{ "since": "2021-07-23T00:00:00+5:30","before":  "2021-09-27T00:00:00+5:30","filters": {"type": ["workflow"],"workflow_id": 5, "actor": 8 }}' -X POST 'https://domain.freshservice.com/api/v2/audit_log/export'
EXPAND ↓

3. Export the change lifecycle management related changes

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 curl -v -u api_key:X -H 'Content-Type: application/json' -d '{ "since": "2021-07-23T00:00:00+5:30","before":  "2021-09-27T00:00:00+5:30","filters": {"type": ["change_field", "change_lifecycle"],"change_lifecycle_id:": 15, "actor": 8 }}' -X POST 'https://domain.freshservice.com/api/v2/audit_log/export'
EXPAND ↓

4. Export the sandbox related changes

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EXPAND ↓

5. Export all the changes done by a particular agent in a particular workspace

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Attachment

This API helps you download the attachments.

Note:
Attachment downloads are supported for the following entities - Tickets, Problems, Changes, Releases, Solution Articles, Purchase Orders, Contracts and Assets.
API users with access to the parent entity of the attachment can download it.

Download Attachment

This API helps you to download attachments of Ticket, Problem, Change, Release, Solution Article and Asset.

get /api/v2/attachments/[id]
Sample code | Curl 
1
curl -v -u api_key:X -X GET 'https://domain.freshservice.com/api/v2/attachments/1'
EXPAND ↓
Response 
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HTTP Status: 200 No Content
EXPAND ↓

Download Purchase order and Contracts Attachment

This API helps you to download attachments of Purchase order and Contract.

get /api/v2/itil_attachments/[id]
Sample code | Curl 
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curl -v -u api_key:X -X GET 'https://domain.freshservice.com/api/v2/itil_attachments/1'
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Response 
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HTTP Status: 200 No Content
EXPAND ↓