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

Accounts created before 01-Sep-2020 will eventually be migrated to minute-level rate limiting. The previous limits would continue to apply until the migration is completed.

PLAN RATE LIMIT/HR
Starter 1000
Growth 2500
Pro 5000
Enterprise 7500

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

Sept 2017
  • Initial version - V2 APIs for tickets and conversations

Authentication

Note: Username/Password-based authentication is not supported for accounts created after 31-Aug-2021.

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 also uses Basic Access Authorization. This means that for authentication, you can use the same username and password that you use when you log in to your helpdesk.

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

Note:
If you are sure that your password and username are correct, but are still unable to access your helpdesk, make sure that your "username:password" (or "APIkey:X") is Base64-encoded before passing it as an "Authorization" header.

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.
401 Authentication Failure Indicates that the Authorization header is either missing or incorrect. 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.
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
Tickets Yes Yes Yes Yes Yes
Conversations Yes No Yes Yes Yes
Requesters Yes Yes Yes Yes Yes
Agents Yes Yes Yes Yes Yes Yes Yes
Roles No Yes Yes No No
Groups Yes Yes Yes Yes Yes
Locations Yes Yes Yes Yes Yes
Products Yes Yes Yes Yes Yes
Vendors Yes Yes Yes Yes Yes
Assets Yes Yes Yes Yes Yes
Asset Types Yes Yes Yes Yes Yes

Tickets

A ticket can be an incident or a service request. An incident is a disruption to an existing service, and a service request is a formal request from a user for something to be provided. Tickets are assigned to agents based on the agent's expertise and on the subject of the ticket.

Attribute Type Description
attachments array of objects Ticket attachments. The total size of these attachments cannot exceed 15MB.
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.
id number Unique ID of the ticket.
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.

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.

Attribute Type Description
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 15MB.
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 ticketTo be Deprecated
assets hash List of assets associated with the ticket
urgency number Ticket urgency
impact number Ticket impact
problem hash Problem that need to be associated with ticket (problem display id)
change_initiating_ticket hash Change causing the ticket that needs to be associated with ticket (change display id)
change_initiated_by_ticket hash Change needed for the ticket to be fixed that needs to be associated with ticket (change display id)
* 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
Sample code | Curl 
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curl -v -u user@yourcompany.com:test -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"] }' -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": []
  }
}
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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 user@yourcompany.com:test -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" } }' -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": []
  }
}
	curl -v -u user@yourcompany.com:test -F "attachments[]=@/path/to/attachment2.ext" -F "email=example@example.com" -F "subject=Ticket Title" -F "description=this is a sample ticket" -F "status=2" -F "priority=3" -X POST '/tickets'
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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 user@yourcompany.com:test  -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' -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"
           }
       ]
   }
}
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 user@yourcompany.com:test -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 }]}' -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,
       "custom_fields": {
       },
       "created_at": "2020-01-27T12:08:06Z",
       "updated_at": "2020-01-27T12:08:06Z",
       "tags": [],
       "attachments": [],
       "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 user@yourcompany.com:test -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} }' -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": 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": [],
        "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
change /api/v2/tickets/[id]?include=change
Returns associated change and causing change 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
get
/api/v2/tickets/[id]
Sample code | Curl 
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curl -v -u user@yourcompany.com:test -H "Content-Type: application/json" -X GET 'https://domain.freshservice.com/api/v2/tickets/20'
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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": 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,
    "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"
      }
    ]
  }
}
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 user@yourcompany.com:test -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 user@yourcompany.com:test -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 user@yourcompany.com:test -X GET 'https://domain.freshservice.com/api/v2/tickets/20?include=stats'
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

Supported Ticket Fields

Field Type Description
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 1)
3. priority :< 1 (priority less than 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]
Sample code | Curl 
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curl -v -u user@yourcompany.com:test -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"
			}
		},
		{
			"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"
			}
		}
	]
}
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Additional examples

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

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 curl -v -u user@yourcompany.com:test -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 user@yourcompany.com:test -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 user@yourcompany.com:test -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 user@yourcompany.com:test -X GET 'https://domain.freshservice.com/api/v2/tickets/filter?query=%22custom_dropdown:%27First%20Choice%27%20OR%20custom_checkbox:true%22
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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 user@yourcompany.com:test -X GET 'https://domain.freshservice.com/api/v2/tickets/filter?query=%22%20priorIty:%203%20AND%20created_at:%3E%272020-01-01%27%20AND%20created_at:%3C%272021-01-01%27%22'
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6. Get list of tickets with tag abc ("tag: 'abc'")

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 curl -v -u user@yourcompany.com:test -X GET 'https://domain.freshservice.com/api/v2/tickets/filter?query=%22tag:%27abc%27%22'
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7. Get list of tickets with no agent assigned ('Responder_id: null')

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 curl -v -u user@yourcompany.com:test -X GET 'https://domain.freshservice.com/api/v2/tickets/filter?query=%agent_id:null%22'
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List All 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).

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
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
get
/api/v2/tickets
Sample code | Curl 
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curl -v -u user@yourcompany.com:test -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
        },
        "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
        },
        "created_at": "2017-09-08T10:34:28Z",
        "updated_at": "2017-09-08T10:34:28Z",
        "deleted": false
      }
    ]
}
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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}"
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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 user@yourcompany.com:test -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 user@yourcompany.com:test -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 user@yourcompany.com:test -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 user@yourcompany.com:test -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 user@yourcompany.com:test -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 user@yourcompany.com:test -X GET 'https://domain.freshservice.com/api/v2/tickets?email=super%2Bman%40gmail.com'
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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:
While updating tags, all the tags that need to stay associated with the Ticket should be provided in the PUT request payload.

Attribute Type Description
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 null.
status * number Status of the ticket. The default Value is 2.
priority * number Priority of the ticket. The default value is 1.
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 15MB.
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.
associate_ci Hash Search for asset and associate with ticketTo be Deprecated
assets Hash List of assets associated with the ticket
associate_problem_id number Associate this problem id to ticketTo be Deprecated
urgency number Ticket urgency
impact number Ticket impact
category String Ticket category
sub_category String Ticket sub-category
item_category String Ticket item category
department_id number Department ID of the requester.
problem hash Problem need to be associated with ticket display_id: problem display id
change_initiating_ticket hash Ticket causing change need to be associated display_id: change display id
change_initiated_by_ticket hash Change need to be associated with ticket display_id: change display id
* Refer Ticket properties table for supported values.

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]
Sample code | Curl 
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curl -v -u user@yourcompany.com:test -H "Content-Type: application/json" -X PUT -d '{ "priority": 3 }' 'https://domain.freshservice.com/api/v2/tickets/1'
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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"
    ],
    "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,
    "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": []
  }
}
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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}"
EXPAND ↓
Response 
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curl -v -u user@yourcompany.com:test -F "attachments[]=@/path/to/attachment2.ext" -F "email=example@example.com" -F "subject=Ticket Title" -F "description=this is a sample ticket" -F "status=2" -F "priority=3" -X POST '/tickets'
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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 user@yourcompany.com:test  -F 'attachments[]=@/Users/user/Desktop/api2.png' -F 'priority=1' -X PUT 'https://domain.freshservice.com/api/v2/tickets/51'
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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": 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",
       "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"
           }
       ]
   }
}
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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 user@yourcompany.com:test -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'
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": 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": [],
       "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
           }
       ]
   }
}
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Delete a Ticket

This API helps you delete a ticket.

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

delete
/api/v2/tickets/[id]
Sample code | Curl 
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curl -v -u user@yourcompany.com:test -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}"
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Delete a Ticket Attachment

This API helps you delete an attachment from a ticket.

delete
/api/v2/tickets/[ticket_id]/attachments/[id]
Sample code | Curl 
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curl -v -u user@yourcompany.com:test -X DELETE 'https://domain.freshservice.com/api/v2/tickets/1/attachments/1'
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Response 
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HTTP Status: 204 No Content
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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
Sample code | Curl 
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curl -v -u user@yourcompany.com:test -H "Content-Type: application/json" -X PUT -d '' 'https://domain.freshservice.com/api/v2/tickets/1/restore'
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Response 
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HTTP Status: 204 No Content
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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}"
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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 service request is not possible.
3. Association of child tickets to a deleted or a spammed ticket is not allowed.
4. Nesting of a child ticket under another child ticket is not supported.

Attribute Type Description
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 15MB.
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
Sample code | Curl 
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curl -v -u user@yourcompany.com:test -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"] }' -X POST 'https://domain.freshservice.com/api/v2/tickets/20/create_child_ticket'
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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,
    "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": []
  }
}
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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/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}"
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List All Ticket Fields (Old)

Note: This API is going to be deprecated by June 30th 2020. Please refer to the new List All Ticket Fields (New) API.

This API lets you view the fields in a ticket.

Note: The agent whose credentials (API key or username/password) are being used to make this API call should be authorised to either view the ticket fields or create a new ticket.

Ticket Fields
Ticket field Description
id ID of the ticket field
default Set to true if the field is not a custom field
description Description of the ticket field
label Display name for the field (as seen by agents)
name Name of the ticket field
position Position in which the ticket field is displayed in the form
required_for_closure Set to true if the field is mandatory for closing the ticket
type For custom ticket fields, type of value associated with the field will be given (Examples custom_date, custom_text...)
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
choices List of values supported by the field
nested_ticket_fields Applicable only for dependent fields, this contain details of nested fields (see the sample response given below)

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

Filter by Handle
type /api/v2/ticket_fields?type=[type]
get
/api/v2/ticket_fields
Sample code | Curl 
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curl -v -u user@yourcompany.com:test -X GET 'https://domain.freshservice.com/api/v2/ticket_fields'
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{
  "ticket_fields": [
    {
      "id": 1000000472,
      "name": "custom_text",
      "label": "custom_text",
      "description": "",
      "position": 1,
      "required_for_closure": false,
      "required_for_agents": false,
      "type": "custom_text",
      "default": false,
      "customers_can_edit": true,
      "label_for_customers": "custom_text",
      "required_for_customers": false,
      "displayed_to_customers": true,
      "created_at": "2017-09-08T10:33:06Z",
      "updated_at": "2017-09-08T10:33:06Z"
    },
    {
      "id": 1000000379,
      "name": "auto_checkbox",
      "label": "auto_checkbox",
      "description": "",
      "position": 2,
      "required_for_closure": false,
      "required_for_agents": false,
      "type": "custom_checkbox",
      "default": false,
      "customers_can_edit": true,
      "label_for_customers": "auto_checkbox",
      "required_for_customers": false,
      "displayed_to_customers": true,
      "created_at": "2017-09-04T08:11:03Z",
      "updated_at": "2017-09-08T10:33:06Z"
    },
    {
      "id": 1000000354,
      "name": "requester",
      "label": "Search a requester",
      "description": "Ticket requester",
      "position": 3,
      "required_for_closure": false,
      "required_for_agents": true,
      "type": "default_requester",
      "default": true,
      "customers_can_edit": true,
      "label_for_customers": "Requester",
      "required_for_customers": true,
      "displayed_to_customers": true,
      "created_at": "2017-08-30T06:36:57Z",
      "updated_at": "2017-09-08T10:33:06Z",
      "portal_cc": true,
      "portal_cc_to": "company"
    },
    {
      "id": 1000000355,
      "name": "subject",
      "label": "Subject",
      "description": "Ticket subject",
      "position": 4,
      "required_for_closure": true,
      "required_for_agents": true,
      "type": "default_subject",
      "default": true,
      "customers_can_edit": true,
      "label_for_customers": "Subject",
      "required_for_customers": true,
      "displayed_to_customers": true,
      "created_at": "2017-08-30T06:36:57Z",
      "updated_at": "2017-09-08T10:33:06Z"
    },
    {
      "id": 1000000356,
      "name": "ticket_type",
      "label": "Type",
      "description": "Ticket type",
      "position": 5,
      "required_for_closure": false,
      "required_for_agents": false,
      "type": "default_ticket_type",
      "default": true,
      "customers_can_edit": false,
      "label_for_customers": "Type",
      "required_for_customers": false,
      "displayed_to_customers": false,
      "created_at": "2017-08-30T06:36:57Z",
      "updated_at": "2017-09-08T10:33:06Z",
      "choices": [
          "Incident",
          "Service Request"
      ]
    },
    {
      "id": 1000000357,
      "name": "source",
      "label": "Source",
      "description": "Ticket source",
      "position": 6,
      "required_for_closure": false,
      "required_for_agents": false,
      "type": "default_source",
      "default": true,
      "customers_can_edit": false,
      "label_for_customers": "Source",
      "required_for_customers": false,
      "displayed_to_customers": false,
      "created_at": "2017-08-30T06:36:57Z",
      "updated_at": "2017-09-08T10:33:06Z",
      "choices": {
          "Email": 1,
          "Portal": 2,
          "Phone": 3,
          "Chat": 4,
          "Feedback Widget": 5,
          "Yammer": 6,
          "AWS CloudWatch": 7,
          "Pagerduty": 8,
          "Walk-up": 9,
          "Slack": 10
      }
    },
    {
      "id": 1000000358,
      "name": "status",
      "label": "Status",
      "description": "Ticket status",
      "position": 7,
      "required_for_closure": true,
      "required_for_agents": true,
      "type": "default_status",
      "default": true,
      "customers_can_edit": true,
      "label_for_customers": "Status",
      "required_for_customers": true,
      "displayed_to_customers": true,
      "created_at": "2017-08-30T06:36:57Z",
      "updated_at": "2017-09-08T10:33:06Z",
      "choices": {
          "2": [
              "Open",
              "Being Processed"
          ],
          "3": [
              "Pending",
              "Awaiting your Reply"
          ],
          "4": [
              "Resolved",
              "This ticket has been Resolved"
          ],
          "5": [
              "Closed",
              "This ticket has been Closed"
          ],
          "6": [
              "Waiting on Customer",
              "Waiting on Customer"
          ]
      }
    },
    {
      "id": 1000000359,
      "name": "urgency",
      "label": "Urgency",
      "description": "Ticket urgency",
      "position": 8,
      "required_for_closure": false,
      "required_for_agents": false,
      "type": "default_urgency",
      "default": true,
      "customers_can_edit": true,
      "label_for_customers": "Urgency",
      "required_for_customers": true,
      "displayed_to_customers": true,
      "created_at": "2017-08-30T06:36:57Z",
      "updated_at": "2017-09-08T10:33:06Z"
    },
    {
      "id": 1000000360,
      "name": "impact",
      "label": "Impact",
      "description": "Ticket impact",
      "position": 9,
      "required_for_closure": false,
      "required_for_agents": false,
      "type": "default_impact",
      "default": true,
      "customers_can_edit": true,
      "label_for_customers": "Impact",
      "required_for_customers": true,
      "displayed_to_customers": true,
      "created_at": "2017-08-30T06:36:57Z",
      "updated_at": "2017-09-08T10:33:06Z"
    },
    {
      "id": 1000000361,
      "name": "priority",
      "label": "Priority",
      "description": "Ticket priority",
      "position": 10,
      "required_for_closure": true,
      "required_for_agents": true,
      "type": "default_priority",
      "default": true,
      "customers_can_edit": true,
      "label_for_customers": "Priority",
      "required_for_customers": true,
      "displayed_to_customers": true,
      "created_at": "2017-08-30T06:36:57Z",
      "updated_at": "2017-09-08T10:33:06Z",
      "choices": {
          "Low": 1,
          "Medium": 2,
          "High": 3,
          "Urgent": 4
      }
    },
    {
      "id": 1000000362,
      "name": "group",
      "label": "Group",
      "description": "Ticket group",
      "position": 11,
      "required_for_closure": false,
      "required_for_agents": false,
      "type": "default_group",
      "default": true,
      "customers_can_edit": true,
      "label_for_customers": "Group",
      "required_for_customers": true,
      "displayed_to_customers": true,
      "created_at": "2017-08-30T06:36:57Z",
      "updated_at": "2017-09-08T10:33:06Z",
      "choices": {
          "Capacity Management Team": 1000000376,
          "Change Team": 1000000372,
          "Common Group for All Scopes": 1000000382,
          "Database Team": 1000000374,
          "dispatcher_group1": 1000000383,
          "dispatcher_group2": 1000000384,
          "Global Access Agent Group": 1000000388,
          "Group Access Agent Group": 1000000389,
          "Hardware Team": 1000000375,
          "Incident Team": 1000000368,
          "Major Incident Team": 1000000369,
          "Observer group 1": 1000000385,
          "Problem Management Team": 1000000371,
          "Release Team": 1000000373,
          "Restricted Access Agent Group": 1000000387,
          "Service Design Team": 1000000378,
          "Service Request Fulfillment Team": 1000000370,
          "Supplier Management Team": 1000000377,
          "Tickets Automation": 1000000386
      }
    },
    {
      "id": 1000000363,
      "name": "agent",
      "label": "Agent",
      "description": "Agent",
      "position": 12,
      "required_for_closure": false,
      "required_for_agents": false,
      "type": "default_agent",
      "default": true,
      "customers_can_edit": true,
      "label_for_customers": "Agent",
      "required_for_customers": true,
      "displayed_to_customers": true,
      "created_at": "2017-08-30T06:36:57Z",
      "updated_at": "2017-09-08T10:33:06Z",
      "choices": {
          "bla": 1000000559,
          "FSAgent1": 1000000533,
          "FSAgent2": 1000000534,
          "FSAgent3": 1000000535,
          "FSAgent5": 1000000536,
          "FSAgent7": 1000000537,
          "newage": 1000000599,
          "RestrictedAgent1": 1000000540,
          "RestrictedAgent2": 1000000541,
          "SDAgent1": 1000000538,
          "SDAgent2": 1000000539,
          "zubin": 1000000493
      }
    },
    {
      "id": 1000000364,
      "name": "department",
      "label": "Department",
      "description": "Select the department, the ticket belongs to.",
      "position": 13,
      "required_for_closure": false,
      "required_for_agents": false,
      "type": "default_department",
      "default": true,
      "customers_can_edit": true,
      "label_for_customers": "Department",
      "required_for_customers": false,
      "displayed_to_customers": true,
      "created_at": "2017-08-30T06:36:57Z",
      "updated_at": "2017-09-08T10:33:06Z"
    },
    {
      "id": 1000000365,
      "name": "description",
      "label": "Description",
      "description": "Ticket description",
      "position": 14,
      "required_for_closure": true,
      "required_for_agents": true,
      "type": "default_description",
      "default": true,
      "customers_can_edit": true,
      "label_for_customers": "Description",
      "required_for_customers": true,
      "displayed_to_customers": true,
      "created_at": "2017-08-30T06:36:57Z",
      "updated_at": "2017-09-08T10:33:06Z"
    },
    {
      "id": 1000000366,
      "name": "category",
      "label": "Category",
      "description": "Ticket category",
      "position": 15,
      "required_for_closure": false,
      "required_for_agents": false,
      "type": "default_category",
      "default": true,
      "customers_can_edit": false,
      "label_for_customers": "Category",
      "required_for_customers": false,
      "displayed_to_customers": false,
      "created_at": "2017-08-30T06:36:57Z",
      "updated_at": "2017-09-08T10:33:06Z"
    }
  ]
}
EXPAND ↓
Sample code | Ruby 
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require "rubygems"
require "rest_client"
require "json"

#you can also use apikey instead of user/passwd

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

response = site.get(:accept=>"application/json")

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

1. List the ticket_field that is of type 'default_requester'

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 curl -v -u user@yourcompany.com:test -X GET 'https://domain.freshservice.com/api/v2/ticket_fields?type=default_requester'
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Response 
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{
  "ticket_fields": [
    {
      "id": 1000000354,
      "name": "requester",
      "label": "Search a requester",
      "description": "Ticket requester",
      "position": 3,
      "required_for_closure": false,
      "required_for_agents": true,
      "type": "default_requester",
      "default": true,
      "customers_can_edit": true,
      "label_for_customers": "Requester",
      "required_for_customers": true,
      "displayed_to_customers": true,
      "created_at": "2017-08-30T06:36:57Z",
      "updated_at": "2017-09-08T10:33:06Z",
      "portal_cc": true,
      "portal_cc_to": "company"
    }
  ]
}
EXPAND ↓

List All Ticket Fields (New)

Retrieve all the Fields that constitute the Ticket Object

Ticket Fields
Change field Description
id Unique ID of the Field
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
Sample code | Curl 
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curl -v -u user@yourcompany.com:test -X GET 'https://domain.freshservice.com/api/v2/ticket_form_fields'
EXPAND ↓
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{
	"ticket_fields": [{
			"id": 4901,
			"label": "Requester",
			"description": "Ticket requester",
			"field_type": "default_requester",
			"created_at": "2020-02-22T18:10:35Z",
			"updated_at": "2020-03-13T08:58:06Z",
			"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,
			"portal_cc": false,
			"portalcc_to": "company",
			"choices": [],
			"nested_fields": []
		},
		{
			"id": 4902,
			"label": "Subject",
			"description": "Ticket subject",
			"field_type": "default_subject",
			"created_at": "2020-02-22T18:10:35Z",
			"updated_at": "2020-03-23T14:31:08Z",
			"position": 1,
			"required_for_closure": false,
			"name": "subject",
			"default_field": true,
			"required_for_agents": false,
			"customers_can_edit": true,
			"label_for_customers": "Subject",
			"required_for_customers": true,
			"displayed_to_customers": true,
			"choices": [
			],
			"nested_fields": [
			]
		},
		{
			"id": 4912,
			"label": "Description",
			"description": "",
			"field_type": "default_description",
			"created_at": "2020-02-22T18:10:35Z",
			"updated_at": "2020-03-23T14:31:08Z",
			"position": 2,
			"required_for_closure": false,
			"name": "description",
			"default_field": true,
			"required_for_agents": false,
			"customers_can_edit": true,
			"label_for_customers": "Description",
			"required_for_customers": true,
			"displayed_to_customers": true,
			"choices": [
			],
			"nested_fields": [
			]
		},
		{
			"id": 4905,
			"label": "Status",
			"description": "Ticket status",
			"field_type": "default_status",
			"created_at": "2020-02-22T18:10:35Z",
			"updated_at": "2020-03-13T08:58:06Z",
			"position": 4,
			"required_for_closure": false,
			"name": "status",
			"default_field": true,
			"required_for_agents": false,
			"customers_can_edit": false,
			"label_for_customers": "Status",
			"required_for_customers": false,
			"displayed_to_customers": 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"
				},
				{
					"id": 6,
					"value": "new044941",
					"requester_display_value": "new044941"
				}
			],
			"nested_fields": [
			]
		},
		{
			"id": 4906,
			"label": "Urgency",
			"description": "Ticket urgency",
			"field_type": "default_urgency",
			"created_at": "2020-02-22T18:10:35Z",
			"updated_at": "2020-03-13T08:58:06Z",
			"position": 5,
			"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,
			"choices": [{
					"id": 1,
					"value": "Low"
				},
				{
					"id": 2,
					"value": "Medium"
				},
				{
					"id": 3,
					"value": "High"
				}
			],
			"nested_fields": [
			]
		},
		{
			"id": 4907,
			"label": "Impact",
			"description": "Ticket impact",
			"field_type": "default_impact",
			"created_at": "2020-02-22T18:10:35Z",
			"updated_at": "2020-03-13T08:58:06Z",
			"position": 6,
			"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,
			"choices": [{
					"id": 1,
					"value": "Low"
				},
				{
					"id": 2,
					"value": "Medium"
				},
				{
					"id": 3,
					"value": "High"
				}
			],
			"nested_fields": [
			]
		},
		{
			"id": 4908,
			"label": "Priority",
			"description": "Ticket priority",
			"field_type": "default_priority",
			"created_at": "2020-02-22T18:10:35Z",
			"updated_at": "2020-03-13T08:58:06Z",
			"position": 7,
			"required_for_closure": false,
			"name": "priority",
			"default_field": true,
			"required_for_agents": false,
			"customers_can_edit": false,
			"label_for_customers": "Priority",
			"required_for_customers": false,
			"displayed_to_customers": false,
			"choices": [{
					"id": 1,
					"value": "Low"
				},
				{
					"id": 2,
					"value": "Medium"
				},
				{
					"id": 3,
					"value": "High"
				},
				{
					"id": 4,
					"value": "Urgent"
				}
			],
			"nested_fields": [
			]
		},
		{
			"id": 4909,
			"label": "Group",
			"description": "Ticket group",
			"field_type": "default_group",
			"created_at": "2020-02-22T18:10:35Z",
			"updated_at": "2020-03-15T18:33:23Z",
			"position": 8,
			"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,
			"choices": [
			],
			"nested_fields": [
			]
		},
		{
			"id": 4913,
			"label": "Category",
			"description": "Ticket category",
			"field_type": "default_category",
			"created_at": "2020-02-22T18:10:35Z",
			"updated_at": "2020-03-13T08:58:06Z",
			"position": 10,
			"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,
			"choices": [{
					"id": 2723,
					"value": "Hardware",
					"nested_options": [{
							"id": 2724,
							"value": "Computer",
							"nested_options": [{
									"id": 2725,
									"value": "Mac"
								},
								{
									"id": 2726,
									"value": "PC"
								}
							]
						},
						{
							"id": 2729,
							"value": "Peripherals",
							"nested_options": [{
								"id": 2730,
								"value": "Router"
							}]
						}
					]
				},
				{
					"id": 2733,
					"value": "Software",
					"nested_options": [{
							"id": 2734,
							"value": "MS Office",
							"nested_options": [
							]
						},
						{
							"id": 2735,
							"value": "Adobe Reader",
							"nested_options": [
							]
						}
					]
				}
			],
			"nested_fields": [{
					"name": "sub_category",
					"label": "Sub-Category",
					"level": 2
				},
				{
					"name": "item_category",
					"label": "Item",
					"level": 3
				}
			]
		},
		{
			"id": 4910,
			"label": "Assigned to",
			"description": "Agent",
			"field_type": "default_agent",
			"created_at": "2020-02-22T18:10:35Z",
			"updated_at": "2020-03-23T14:31:08Z",
			"position": 11,
			"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,
			"choices": [],
			"nested_fields": []
		},
		{
			"id": 4903,
			"label": "Type",
			"description": "Ticket type",
			"field_type": "default_ticket_type",
			"created_at": "2020-02-22T18:10:35Z",
			"updated_at": "2020-02-22T18:10:35Z",
			"position": 15,
			"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,
			"choices": [{
					"id": 7821,
					"value": "Incident"
				},
				{
					"id": 7822,
					"value": "Service Request"
				}
			],
			"nested_fields": []
		},
		{
			"id": 4904,
			"label": "Source",
			"description": "Ticket source",
			"field_type": "default_source",
			"created_at": "2020-02-22T18:10:35Z",
			"updated_at": "2020-02-22T18:10:35Z",
			"position": 17,
			"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,
			"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"
				}
			],
			"nested_fields": []
		},
		{
			"id": 4911,
			"label": "Department",
			"description": "Select the department, the ticket belongs to.",
			"field_type": "default_department",
			"created_at": "2020-02-22T18:10:35Z",
			"updated_at": "2020-02-22T18:10:35Z",
			"position": 18,
			"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,
			"choices": [],
			"nested_fields": []
		}
	]
}
EXPAND ↓

Get Ticket Activites

get
/api/v2/tickets/[id]/activities
Sample code | Curl 
1
curl -v -u user@yourcompany.com:test -H "Content-Type: application/json" -X GET https://domain.freshservice.com/api/v2/tickets/152/activities
EXPAND ↓
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"
        }
    ]
}
EXPAND ↓

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
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
Sample code | Curl 
1
curl -v -u user@yourcompany.com:test -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 ↓
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,
        "note": "test_entry",
        "agent_id": 1
    }
}
EXPAND ↓
Additional examples

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

1
 curl -v -u user@yourcompany.com:test -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 user@yourcompany.com:test -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'
EXPAND ↓

View a Time Entry

This API call helps to list a particular Time Entry.

get
/api/v2/tickets/[ticket_id]/time_entries/[id]
Sample code | Curl 
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curl -v -u user@yourcompany.com:test -H "Content-Type: application/json" -X GET 'https://domain.freshservice.com/api/v2/tickets/1/time_entries/20'
EXPAND ↓
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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,
        "note": "view time_entry",
        "agent_id": 1
    }
}
EXPAND ↓

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
Sample code | Curl 
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curl -v -u user@yourcompany.com:test -H "Content-Type: application/json" -X GET 'https://domain.freshservice.com/api/v2/tickets/1/time_entries'
EXPAND ↓
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,
        "note": "time entry 1",
        "agent_id": 1
    },
    {
       "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,
        "note": "time entry 2",
        "agent_id": 1
    }
  ]
}
EXPAND ↓

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
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]
Sample code | Curl 
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curl -v -u user@yourcompany.com:test -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,
        "note": "text_update",
        "agent_id": 1
    }
}
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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]
Sample code | Curl 
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curl -v -u user@yourcompany.com:test -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
Sample code | Curl 
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curl -v -u user@yourcompany.com:test -H "Content-Type: application/json" -d '{ "name": "Source Name" }' -X POST 'https://domain.freshservice.com/api/v2/ticket_fields/sources'
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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
Request 
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{
    "quantity": 1,
    "email": "sample@freshservice.com",
    "custom_fields":{
    	"hello" : "test",
    	"link" : "https://freshservice.com/"
    },
    "child_items" : [{
    	"service_item_id": 22,
    	"quantity": 1,
    	"custom_fields" : {
    		"child_1": "test"
    	}
    }]
}
EXPAND ↓
Sample code | Curl 
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curl -v -u user@yourcompany.com:test -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"
    }
}
EXPAND ↓

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
Sample code | Curl 
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curl -v -u user@yourcompany.com:test -H "Content-Type: application/json" -X GET 'https://domain.freshservice.com/api/v2/tickets/1/requested_items'
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Response 
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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]
Sample code | Curl 
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curl -v -u user@yourcompany.com:test -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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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

post
/api/v2/tickets/[id]/tasks
Sample code | Curl 
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curl -v -u user@yourcompany.com:test -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!"
}' -X POST 'https://domain.freshservice.com/api/v2/tickets/1/tasks'
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Response 
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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
  }
}
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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]
Sample code | Curl 
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curl -v -u user@yourcompany.com:test -H "Content-Type: application/json" -X GET '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": 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
  }
}
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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
Sample code | Curl 
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curl -v -u user@yourcompany.com:test -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
    }
  ]
}
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Update a Task

Update an existing task on an existing Ticket in Freshservice

put
/api/v2/tickets/[id]/tasks/[id]
Sample code | Curl 
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curl -v -u user@yourcompany.com:test -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!"
}' '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
  }
}
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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]
Sample code | Curl 
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curl -v -u user@yourcompany.com:test -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
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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
Sample code | Curl 
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curl -v -u user@yourcompany.com:test -H "Content-Type: application/json" -X GET 'https://domain.freshservice.com/api/v2/tickets/1/csat_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 15MB.
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 15MB.
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
Sample code | Curl 
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curl -v -u user@yourcompany.com:test -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 user@yourcompany.com:test -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'
EXPAND ↓
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 15MB.
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
Sample code | Curl 
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curl -v -u user@yourcompany.com:test -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 user@yourcompany.com:test -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]
Sample code | Curl 
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curl -v -u user@yourcompany.com:test -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 user@yourcompany.com:test -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]
Sample code | Curl 
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curl -v -u user@yourcompany.com:test -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]
Sample code | Curl 
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curl -v -u user@yourcompany.com:test -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
Sample code | Curl 
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curl -v -u user@yourcompany.com:test -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
 curl -v -u user@yourcompany.com:test -X GET 'https://domain.freshservice.com/api/v2/tickets/1/conversations?page=2'
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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
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 Read-Only
updated_at DateTime Timestamp at which Problem was last updated Read-Only
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
Sample code | Curl 
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curl -v -u user@yourcompany.com:test -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"
        }
      }
    }
    ' -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",
        "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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Response 
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curl -v -u user@yourcompany.com:test -F "attachments[]=@/path/to/attachment2.ext" -F "email=example@example.com" -F "subject=Ticket Title" -F "description=this is a sample ticket" -F "status=2" -F "priority=3" -X POST '/tickets'
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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 user@yourcompany.com:test  -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' -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",
       "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 user@yourcompany.com:test -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"
      }
    },
    "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",
      "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]
Sample code | Curl 
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curl -v -u user@yourcompany.com:test -H "Content-Type: application/json" -X GET '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": 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",
      "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 ↓

List All Problems

Retrieve a list of all Problems in Freshservice

get
/api/v2/problems
Sample code | Curl 
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EXPAND ↓
Response 
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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"
    }]
  }
EXPAND ↓

Update a Problem

Update an existing Problem in Freshservice

put
/api/v2/problems/[id]
Sample code | Curl 
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curl -v -u user@yourcompany.com:test -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",
      "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 ↓
Response 
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curl -v -u user@yourcompany.com:test -F "attachments[]=@/path/to/attachment2.ext" -F "email=example@example.com" -F "subject=Ticket Title" -F "description=this is a sample ticket" -F "status=2" -F "priority=3" -X POST '/tickets'
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 user@yourcompany.com:test  -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",
       "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 ↓

Delete a Problem

Delete the Problem with the given ID from Freshservice

delete
/api/v2/problems/[id]
Sample code | Curl 
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curl -v -u user@yourcompany.com:test -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
Sample code | Curl 
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curl -v -u user@yourcompany.com:test -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

Problem Fields
Problem field Description
id Unique ID of the Field
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
Sample code | Curl 
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curl -v -u user@yourcompany.com:test -X GET 'https://domain.freshservice.com/api/v2/problem_form_fields'
EXPAND ↓
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{
    "problem_fields":
    [{
      "id": 31,
      "created_at": "2020-07-20T04:24:26Z",
      "updated_at": "2020-07-20T04:24:26Z",
      "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": []
    },
    {
      "id": 32,
      "created_at": "2020-07-20T04:24:26Z",
      "updated_at": "2020-07-20T04:24:26Z",
      "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": []
    },
    {
      "id": 33,
      "created_at": "2020-07-20T04:24:26Z",
      "updated_at": "2020-07-20T04:24:26Z",
      "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": []
    },
    {
      "id": 34,
      "created_at": "2020-07-20T04:24:26Z",
      "updated_at": "2020-07-20T04:24:26Z",
      "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": []
    },
    {
      "id": 35,
      "created_at": "2020-07-20T04:24:26Z",
      "updated_at": "2020-07-20T04:24:26Z",
      "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": []
    },
    {
      "id": 36,
      "created_at": "2020-07-20T04:24:26Z",
      "updated_at": "2020-07-20T04:24:26Z",
      "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": []
    },
    {
      "id": 37,
      "created_at": "2020-07-20T04:24:26Z",
      "updated_at": "2020-07-20T04:24:26Z",
      "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": []
    },
    {
      "id": 38,
      "created_at": "2020-07-20T04:24:26Z",
      "updated_at": "2020-07-20T04:24:26Z",
      "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": []
    },
    {
      "id": 39,
      "created_at": "2020-07-20T04:24:26Z",
      "updated_at": "2020-07-20T04:24:26Z",
      "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": []
    },
    {
      "id": 40,
      "created_at": "2020-07-20T04:24:26Z",
      "updated_at": "2020-07-20T04:24:26Z",
      "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": []
    },
    {
      "id": 41,
      "created_at": "2020-07-20T04:24:26Z",
      "updated_at": "2020-07-20T04:24:26Z",
      "name": "category",
      "label": "Category",
      "description": "Problem category",
      "field_type": "default_category",
      "required": false,
      "required_for_closure": false,
      "position": 11,
      "default_field": true,
      "choices": [
      {
        "id": 1,
        "display_id": 58,
        "value": "Hardware",
        "nested_options": [
        {
          "id": 2,
          "display_id": 59,
          "value": "Computer",
          "nested_options": [
          {
            "id": 3,
            "display_id": 60,
            "value": "Mac"
          },
          {
            "id": 4,
            "display_id": 61,
            "value": "PC"
          }]
        },
        {
          "id": 5,
          "display_id": 62,
          "value": "Printer",
          "nested_options": []
        },
        {
          "id": 6,
          "display_id": 63,
          "value": "Phone",
          "nested_options": []
        },
        {
          "id": 7,
          "display_id": 64,
          "value": "Peripherals",
          "nested_options": [
          {
            "id": 8,
            "display_id": 65,
            "value": "Router"
          },
          {
            "id": 9,
            "display_id": 66,
            "value": "Switch"
          },
          {
            "id": 10,
            "display_id": 67,
            "value": "Access point"
          }]
        }]
      },
      {
        "id": 11,
        "display_id": 68,
        "value": "Software",
        "nested_options": [
        {
          "id": 12,
          "display_id": 69,
          "value": "MS Office",
          "nested_options": []
        },
        {
          "id": 13,
          "display_id": 70,
          "value": "Adobe Reader",
          "nested_options": []
        },
        {
          "id": 14,
          "display_id": 71,
          "value": "Windows",
          "nested_options": []
        },
        {
          "id": 15,
          "display_id": 72,
          "value": "Chrome",
          "nested_options": []
        }]
      },
      {
        "id": 16,
        "display_id": 73,
        "value": "Network",
        "nested_options": [
        {
          "id": 17,
          "display_id": 74,
          "value": "Access",
          "nested_options": []
        },
        {
          "id": 18,
          "display_id": 75,
          "value": "Connectivity",
          "nested_options": []
        }]
      },
      {
        "id": 19,
        "display_id": 76,
        "value": "Other",
        "nested_options": []
      }],
      "nested_fields": [
      {
        "id": 5,
        "created_at": "2020-07-20T04:24:26Z",
        "updated_at": "2020-07-20T04:24:26Z",
        "name": "sub_category",
        "label": "Sub-Category",
        "level": 2,
        "field_id": 41
      },
      {
        "id": 6,
        "created_at": "2020-07-20T04:24:26Z",
        "updated_at": "2020-07-20T04:24:26Z",
        "name": "item_category",
        "label": "Item",
        "level": 3,
        "field_id": 41
      }]
    }]
  }
EXPAND ↓

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. Read-Only
updated_at date Date time at which the note was updated. Read-Only

Create a note

Create a new note on a problem request in freshservice.

post
/api/v2/problems/[id]/notes
Sample code | Curl 
1
curl -v -u user@yourcompany.com:test -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'
EXPAND ↓
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
      }
    }
EXPAND ↓

View a note

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

get
api/v2/problems/[id]/notes/[id]
Sample code | Curl 
1
curl -v -u user@yourcompany.com:test -H "Content-Type: application/json" -X GET 'https://domain.freshservice.com/api/v2/problems/1/notes/1'
EXPAND ↓
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
    }
  }
EXPAND ↓

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
Sample code | Curl 
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curl -v -u user@yourcompany.com:test -X GET 'https://domain.freshservice.com/api/v2/problems/1/notes'
EXPAND ↓
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]
Sample code | Curl 
1
curl -v -u user@yourcompany.com:test -H "Content-Type: application/json" -X PUT -d '{ "body":<div> updated problem note </div> }' 'https://domain.freshservice.com/api/v2/problems/1/notes/1'
EXPAND ↓
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]
Sample code | Curl 
1
curl -v -u user@yourcompany.com:test -X DELETE 'https://domain.freshservice.com/api/v2/problems/1/notes/1'
EXPAND ↓
Response 
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HTTP Status: 204 No Content
EXPAND ↓

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
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
Request 
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{
    "time_entry": {
      "note":"test_entry",
      "time_spent":"03:00",
      "agent_id":"1",
    }
  }
EXPAND ↓
Sample code | Curl 
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curl -v -u user@yourcompany.com:test -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,
      "note": "test_entry",
      "agent_id": 1
    }
  }
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]
Sample code | Curl 
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curl -v -u user@yourcompany.com:test -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,
      "note": "test_entry",
      "agent_id": 1
    }
  }
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
Sample code | Curl 
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curl -u user@yourcompany.com:test -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,
      "note": "time_entry 1",
      "agent_id": 1
    },
    {
      "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,
      "note": "time_entry 2",
      "agent_id": 1
    }]
  }
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Update a Time Entry

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

put
/api/v2/problems/[id]/time_entries/[id]
Request 
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{
    "time_entry": {
      "note":"time entry update",
      "billable":"false"
    }
  }
EXPAND ↓
Sample code | Curl 
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curl -u user@yourcompany.com:test -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'
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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,
      "note": "time entry update",
      "agent_id": 1
    }
  }
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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]
Sample code | Curl 
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curl -u user@yourcompany.com:test -H "Content-Type: application/json" -X DELETE 'https://domain.freshservice.com/api/v2/problems/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 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

post
/api/v2/problems/[id]/tasks
Sample code | Curl 
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curl -v -u user@yourcompany.com:test -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!"
  }' -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
    }
  }
EXPAND ↓

View a Task

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

get
api/v2/problems/[id]/tasks/[id]
Sample code | Curl 
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curl -v -u user@yourcompany.com:test -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
    }
  }
EXPAND ↓

View all Tasks

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

get
/api/v2/problems/[id]/tasks
Sample code | Curl 
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curl -v -u user@yourcompany.com:test -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
    }]
  }
EXPAND ↓

Update a Task

Update an existing task on an existing Problem in Freshservice

put
/api/v2/problems/[id]/tasks/[id]
Sample code | Curl 
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curl -v -u user@yourcompany.com:test -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!"
  }' '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
    }
  }
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]
Sample code | Curl 
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curl -v -u user@yourcompany.com:test -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
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. Read-Only
updated_at DateTime Timestamp at which change was last updated. Read-Only
assets hash List of assets 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
Sample code | Curl 
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curl -v -u user@yourcompany.com:test -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, "approval_status": 4, "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} }' -X POST 'https://domain.freshservice.com/api/v2/changes'
EXPAND ↓
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",,
        "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"
        }
    }
}
EXPAND ↓

Create a Change With Custom Fields

Sample code | Curl 
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curl -v -u user@yourcompany.com:test -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, "approval_status": 4, "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" } }' -X POST 'https://domain.freshservice.com/api/v2/changes'
EXPAND ↓
Response 
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curl -v -u user@yourcompany.com:test -F "attachments[]=@/path/to/attachment2.ext" -F "email=example@example.com" -F "subject=Ticket Title" -F "description=this is a sample ticket" -F "status=2" -F "priority=3" -X POST '/tickets'
{
    "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",,
        "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"
        }
    }
}
EXPAND ↓

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 user@yourcompany.com:test  -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' -X POST 'https://domain.freshservice.com/api/v2/changes'
EXPAND ↓
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": {},
       "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": []
   }
}
EXPAND ↓

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 user@yourcompany.com:test -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, "approval_status": 4, "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 }] }' -X POST 'https://domain.freshservice.com/api/v2/changes'
EXPAND ↓
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",,
        "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
        }
        ]
    }
}
EXPAND ↓

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]
Sample code | Curl 
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curl -v -u user@yourcompany.com:test -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",,
        "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": [],
        "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": {}
    }
}
EXPAND ↓
Additional examples

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

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 curl -v -u user@yourcompany.com:test -X GET 'https://domain.freshservice.com/api/v2/changes/1?include=stats'
EXPAND ↓

List All Changes

Use filters to view only specific changes (those which match 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 that have been created within the past 30 days will be returned. For older changes, 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).

Filter by Handle
Predefined filters /api/v2/changes?type=[filter_name]
The filters available are my_open, unassigned, closed, release_requested, requester_id.
Updated since /api/v2/changes?updated_since=2015-01-19T02:00:00Z
Sort by Handle
asc, desc /api/v2/changes?order_type=asc
Default sort order type is desc
get
/api/v2/changes
Sample code | Curl 
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curl -v -u user@yourcompany.com:test -X GET 'https://domain.freshservice.com/api/v2/changes'
EXPAND ↓
Response 
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{
    "changes": [
    {
      "id": 2,
      "agent_id": null,
      "description": "",
      "description_text": null,
      "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",
      "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": "2021-01-11T17:47:11.030Z"
      },
      "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",
      "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": [],
      "maintenance_window": {},
      "blackout_window": {}
    }
    ]
}
EXPAND ↓
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 user@yourcompany.com:test -X GET 'https://domain.freshservice.com/api/v2/changes?filter=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 user@yourcompany.com:test -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 user@yourcompany.com:test -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 user@yourcompany.com:test -X GET 'https://domain.freshservice.com/api/v2/changes?updated_since=2015-08-17'
EXPAND ↓

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

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 curl -v -u user@yourcompany.com:test -X GET 'https://domain.freshservice.com/api/v2/changes?include=stats'
EXPAND ↓

Update a Change

Update an existing Change request in Freshservice

put
/api/v2/changes/[id]
Sample code | Curl 
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curl -v -u user@yourcompany.com:test -H "Content-Type: application/json" -X PUT -d '{ "priority": 3 }' 'https://domain.freshservice.com/api/v2/changes/1'
EXPAND ↓
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",,
        "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 ↓
Response 
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curl -v -u user@yourcompany.com:test -F "attachments[]=@/path/to/attachment2.ext" -F "email=example@example.com" -F "subject=Ticket Title" -F "description=this is a sample ticket" -F "status=2" -F "priority=3" -X POST '/tickets'
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 user@yourcompany.com:test -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 ↓
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": {},
       "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 ↓

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]
Sample code | Curl 
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curl -v -u user@yourcompany.com:test -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
Sample code | Curl 
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curl -v -u user@yourcompany.com:test -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 (Old)

Note: This API is going to be deprecated by June 30th 2020. Please refer to the new List All Change Fields (New) API.

This API lets you view the fields in a change.

Note: The agent whose credentials (API key or username/password) are being used to make this API call should be authorised to either view the change fields or create a new change.

Change Fields
Change field Description
id Unique identifier of the change field. Read-Only
name Name of the change field
name Name of the change field
label Display name for the field (as seen by agents)
description Description of the change field
field_type Type of the change field
required Set to true if the field is mandatory.
required_for_closure Set to true if the field is mandatory for closing the change.
default_field Set to true if the field is default field.
choices List of values supported by the field
nested_fields Applicable only for dependent fields, this contain details of nested fields
created_at Timestamp at which change field was created. Read-Only
updated_at Timestamp at which change field was updated. Read-Only
get
/api/v2/change_fields
Sample code | Curl 
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curl -v -u user@yourcompany.com:test -X GET 'https://domain.freshservice.com/api/v2/change_fields'
EXPAND ↓
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{
  "change_fields": [
    {
      "id": 1,
      "created_at": "2019-07-18T14:15:19Z",
      "updated_at": "2019-07-18T14:15:19Z",
      "name": "requester",
      "label": "Requester",
      "description": "Change requester",
      "field_type": "default_requester",
      "required": true,
      "required_for_closure": false,
      "default_field": true,
      "choices": [
        
      ],
      "nested_fields": [
        
      ]
    },
    {
      "id": 2,
      "created_at": "2019-07-18T14:15:19Z",
      "updated_at": "2019-07-21T04:50:32Z",
      "name": "subject",
      "label": "Subject",
      "description": "Change subject",
      "field_type": "default_subject",
      "required": false,
      "required_for_closure": false,
      "default_field": true,
      "choices": [
        
      ],
      "nested_fields": [
        
      ]
    },
    {
      "id": 3,
      "created_at": "2019-07-18T14:15:19Z",
      "updated_at": "2019-07-22T15:31:08Z",
      "name": "change_type",
      "label": "Type",
      "description": "Change Type",
      "field_type": "default_change_type",
      "required": false,
      "required_for_closure": false,
      "default_field": true,
      "choices": {
        "1": "Minor",
        "2": "Standard",
        "3": "Major",
        "4": "Emergency"
      },
      "nested_fields": [
        
      ]
    },
    {
      "id": 4,
      "created_at": "2019-07-18T14:15:19Z",
      "updated_at": "2019-07-22T15:31:08Z",
      "name": "status",
      "label": "Status",
      "description": "Change status",
      "field_type": "default_status",
      "required": false,
      "required_for_closure": false,
      "default_field": true,
      "choices": {
        "1": "Open",
        "2": "Planning",
        "3": "Awaiting Approval",
        "4": "Pending Release",
        "5": "Pending Review",
        "6": "Closed"
      },
      "nested_fields": [
        
      ]
    },
    {
      "id": 5,
      "created_at": "2019-07-18T14:15:19Z",
      "updated_at": "2019-07-22T15:31:08Z",
      "name": "priority",
      "label": "Priority",
      "description": "Change priority",
      "field_type": "default_priority",
      "required": false,
      "required_for_closure": false,
      "default_field": true,
      "choices": {
        "1": "Low",
        "2": "Medium",
        "3": "High",
        "4": "Urgent"
      },
      "nested_fields": [
        
      ]
    },
    {
      "id": 6,
      "created_at": "2019-07-18T14:15:19Z",
      "updated_at": "2019-07-22T15:31:08Z",
      "name": "impact",
      "label": "Impact",
      "description": "Change impact",
      "field_type": "default_impact",
      "required": false,
      "required_for_closure": false,
      "default_field": true,
      "choices": {
        "1": "Low",
        "2": "Medium",
        "3": "High"
      },
      "nested_fields": [
        
      ]
    },
    {
      "id": 7,
      "created_at": "2019-07-18T14:15:19Z",
      "updated_at": "2019-07-22T15:31:08Z",
      "name": "risk",
      "label": "Risk",
      "description": "Change Risk",
      "field_type": "default_risk",
      "required": false,
      "required_for_closure": false,
      "default_field": true,
      "choices": {
        "1": "Low",
        "2": "Medium",
        "3": "High",
        "4": "Very High"
      },
      "nested_fields": [
        
      ]
    },
    {
      "id": 8,
      "created_at": "2019-07-18T14:15:19Z",
      "updated_at": "2019-07-22T15:31:08Z",
      "name": "group",
      "label": "Group",
      "description": "Change Group",
      "field_type": "default_group",
      "required": false,
      "required_for_closure": false,
      "default_field": true,
      "choices": [
        
      ],
      "nested_fields": [
        
      ]
    },
    {
      "id": 9,
      "created_at": "2019-07-18T14:15:19Z",
      "updated_at": "2019-07-22T15:31:09Z",
      "name": "agent",
      "label": "Assigned To",
      "description": "Assigned To",
      "field_type": "default_agent",
      "required": false,
      "required_for_closure": false,
      "default_field": true,
      "choices": [
        
      ],
      "nested_fields": [
        
      ]
    },
    {
      "id": 10,
      "created_at": "2019-07-18T14:15:19Z",
      "updated_at": "2019-07-21T04:50:32Z",
      "name": "description",
      "label": "Description",
      "description": "Change description",
      "field_type": "default_description",
      "required": false,
      "required_for_closure": false,
      "default_field": true,
      "choices": [
        
      ],
      "nested_fields": [
        
      ]
    },
    {
      "id": 11,
      "created_at": "2019-07-18T14:15:19Z",
      "updated_at": "2019-07-21T04:50:32Z",
      "name": "planned_start_date",
      "label": "Planned Start Date",
      "description": "Planned Start Date",
      "field_type": "default_planned_start_date",
      "required": false,
      "required_for_closure": false,
      "default_field": true,
      "choices": [
        
      ],
      "nested_fields": [
        
      ]
    },
    {
      "id": 12,
      "created_at": "2019-07-18T14:15:19Z",
      "updated_at": "2019-07-21T04:50:32Z",
      "name": "planned_end_date",
      "label": "Planned End Date",
      "description": "Planned End Date",
      "field_type": "default_planned_end_date",
      "required": false,
      "required_for_closure": false,
      "default_field": true,
      "choices": [
        
      ],
      "nested_fields": [
        
      ]
    },
    {
      "id": 13,
      "created_at": "2019-07-18T14:15:19Z",
      "updated_at": "2019-07-18T14:15:19Z",
      "name": "department",
      "label": "Department",
      "description": "Select the department, the change belongs to.",
      "field_type": "default_department",
      "required": false,
      "required_for_closure": false,
      "default_field": true,
      "choices": [
        
      ],
      "nested_fields": [
        
      ]
    },
    {
      "id": 14,
      "created_at": "2019-07-18T14:15:19Z",
      "updated_at": "2019-07-18T14:15:19Z",
      "name": "category",
      "label": "Category",
      "description": "Change category",
      "field_type": "default_category",
      "required": false,
      "required_for_closure": false,
      "default_field": true,
      "choices": [
        [
          "Hardware",
          "Hardware",
          [
            [
              "Computer",
              "Computer",
              [
                [
                  "Mac",
                  "Mac"
                ],
                [
                  "PC",
                  "PC"
                ]
              ]
            ],
            [
              "Printer",
              "Printer",
              [
                
              ]
            ],
            [
              "Phone",
              "Phone",
              [
                
              ]
            ],
            [
              "Peripherals",
              "Peripherals",
              [
                [
                  "Router",
                  "Router"
                ],
                [
                  "Switch",
                  "Switch"
                ],
                [
                  "Access point",
                  "Access point"
                ]
              ]
            ]
          ]
        ],
        [
          "Software",
          "Software",
          [
            [
              "MS Office",
              "MS Office",
              [
                
              ]
            ],
            [
              "Adobe Reader",
              "Adobe Reader",
              [
                
              ]
            ],
            [
              "Windows",
              "Windows",
              [
                
              ]
            ],
            [
              "Chrome",
              "Chrome",
              [
                
              ]
            ]
          ]
        ],
        [
          "Network",
          "Network",
          [
            [
              "Access",
              "Access",
              [
                
              ]
            ],
            [
              "Connectivity",
              "Connectivity",
              [
                
              ]
            ]
          ]
        ],
        [
          "Other",
          "Other",
          [
            
          ]
        ]
      ],
      "nested_fields": [
        {
          "name": "sub_category",
          "label": "Sub-Category",
          "level": 2
        },
        {
          "name": "item_category",
          "label": "Item",
          "level": 3
        }
      ]
    }
  ]
}
EXPAND ↓

List All Change Fields (New)

Retrieve all the Fields that constitute the Change Object

Change Fields
Change field Description
id Unique ID of the Field
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
Sample code | Curl