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

The number of API calls per hour is based on your plan. 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.

PLAN RATE LIMIT/HR
Sprout 1000
Blossom 3000
Garden 3000
ESM 4000
Estate 5000
Forest 5000

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

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
Assets No Yes Yes No No
Requesters Yes Yes Yes Yes Yes
Agents Yes Yes Yes Yes Yes
Roles No Yes Yes No No
Groups 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 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
Sample code | Curl
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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/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

Note:
Refer this solution article for more details regarding custom fields.

Sample code | Curl
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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": 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": [] } }
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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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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, "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": null }, "created_at": "2017-09-08T11:03:44Z", "updated_at": "2017-09-08T11:03:44Z", "tags": [ ], "attachments": [ { "id": 1000000343, "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" } ] } }
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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=company
Return the list of tag names
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 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, "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" } ] } }
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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 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'
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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'
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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'
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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
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.
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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[ { "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, "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, "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.

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 ticket
associate_problem_id number Associate this problem id to ticket
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.
* 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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{ "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, "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}"
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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'
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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" 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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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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List All Ticket Fields

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" } ] }
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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}"
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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" } ] }
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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[]=@/path/to/attachment.txt" -F "body=this is a sample reply" -X POST 'https://domain.freshservice.com/api/v2/tickets/27/reply'
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Response
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{ "conversation": { "id": 1000005177, "user_id": 1000000493, "from_email": "helpdesk@zubin.freshbase.co", "cc_emails": [], "bcc_emails": [], "body": "<div>this is a sample reply<\/div>", "body_text": "this is a sample reply", "ticket_id": 27, "to_emails": [ "tom@outerspace.com" ], "attachments": [ { "id": 1000000360, "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": "2017-09-11T09:59:25Z", "updated_at": "2017-09-11T09:59:25Z" } ], "created_at": "2017-09-11T09:59:25Z", "updated_at": "2017-09-11T09:59:25Z" } }
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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[]=@/path/to/attachment1.ext" -F "body=Hi tom, Still Angry" -F "notify_emails[]=tom@yourcompany.com" -X POST 'https://domain.freshservice.com/api/v2/tickets/265/notes'
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Response
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{ "conversation": { "id": 1000005179, "incoming": false, "private": true, "user_id": 1000000493, "support_email": null, "body": "<div>this is a sample reply<\/div>", "body_text": "this is a sample reply", "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": "2017-09-11T10:07:54Z" } }
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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[]=@/path/to/attachment1.txt" -F "body=updated conversation" -X PUT 'https://domain.freshservice.com/api/v2/conversations/6'
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Response
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{ "conversation": { "id": 143, "incoming": false, "private": false, "user_id": 1, "support_email": null, "body": "Hi tom, no need to worry", "body_text": "Hi tom, no need to worry", "ticket_id": 3000, "to_emails": [], "attachments": [{ "id": 13, "content_type": "image/jpeg", "size": 201599, "name": "zub.jpg", "attachment_url": "https://cdn.freshservice.com/data/helpdesk/attachments/production/4004881085/original/zub.jpg", "created_at": "2017-10-11T11:06:58Z", "updated_at": "2017-10-11T11:06:58Z" }], "created_at": "2017-10-11T11:06:58Z", "updated_at": "2017-10-11T12:58:00Z" } }
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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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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).

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curl -v -u user@yourcompany.com:test -X GET 'https://domain.freshservice.com/api/v2/tickets/1/conversations?page=2'
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Assets

This section lists all APIs that can be used to perform operations on Assets.

Attribute Type Description
id number Unique ID of the asset.
display_id numbers Display ID of the item.
name string Name of the asset.
ci_type_id number ID of the asset type.
asset_tag string Asset tag of the asset.
impact number Impact of the asset.
author_type string Indicates whether the asset was created by a user or discovery tools (Probe or Agent).
usage_type number Usage type of the asset (Loaner / Permanent).
user_id number ID of the associated user (Used By).
department_id number ID of the associated department.
agent_id number ID of the associated agent (Managed By).
created_at datetime Date and time when the asset was created.
updated_at datetime Date and time when the asset was updated.

Asset Properties

Impact Value
Low 1
Medium 2
High 3
Usage Type Value
Permanent 1
Loaner 2

List All Assets

Lists all the assets in your Freshservice account.

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

Note:
1. By default, assets will be sorted based on "created_at" date (most recent on top).
2. By default, only the base attributes of the asset will be retrieved.
3. To get all the attributes, including asset type specific fields, use 'include' to embed additional details in the response.
4. Each include will consume an additional 2 credits. For example, if you embed the 'type_fields' information you will be charged a total of 3 API credits for the call.

Sort by Handle
id, created_at, updated_at /api/v2/assets?order_by=created_at
Default order by is created_at.
asc, desc /api/v2/assets?order_type=asc
Default sort order is desc.
Embed Handle
type_fields /api/v2/assets?include=type_fields
Will return all fields that are specific to each asset type. For example, for Hardware Asset Type, including type_fields will return fields such as Product_ID, Vendor_ID, Serial_number, etc.
trashed /api/v2/assets?trashed=true
Will return all the assets that are in trash.
get
/api/v2/assets
Sample code | Curl
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Response
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{ "assets": [ { "id": 65, "display_id": 65, "name": "Asset-65", "ci_type_id": 25, "impact": 1, "author_type": "User", "usage_type": 1, "asset_tag": "ASSET-65", "user_id": null, "department_id": null, "agent_id": null, "created_at": "2018-08-03T07:48:11Z", "updated_at": "2018-08-03T07:48:11Z" }, { "id": 64, "display_id": 64, "name": "Asset_64", "ci_type_id": 25, "impact": 1, "author_type": "User", "usage_type": 1, "asset_tag": "ASSET-64", "user_id": null, "department_id": null, "agent_id": null, "created_at": "2018-08-03T07:48:04Z", "updated_at": "2018-08-03T07:48:04Z" } ] }
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Additional examples

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

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

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

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

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curl -v -u user@yourcompany.com:test -X GET 'https://domain.freshservice.com/api/v2/assets?trashed=true'
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Filter Assets

Use asset attributes to filter your list.

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

Supported Asset Fields

Field Type Description
ci_type_id integer ID of the asset type.
department_id integer ID of the department to which the asset belongs.
location_id integer ID of the location.
asset_state string Status of the asset (Eg. IN USE).
user_id integer ID of the user to whom the asset is assigned.
agent_id integer ID of the agent by whom the asset is managed.
name string Display name of the asset.
asset_tag string Tag that is assigned to the asset.
created_at date Date (YYYY-MM-DD) when the asset is created.
updated_at date Date (YYYY-MM-DD) when the asset is updated.
get
/api/v2/assets?query=[query]
Additional examples

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

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

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curl -v -u user@yourcompany.com:test -X GET 'https://domain.freshservice.com/api/v2/assets?include=type_fields&query="asset_state:%27IN%20STOCK%27%20AND%20created_at:>%272018-08-10%27"&page=2'
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Requesters

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

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

Create a Requester

This operation allows you to create a new requester.

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

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

get
/api/v2/requesters/[id]
Sample code | Curl
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curl -v -u user@yourcompany.com:test -X GET 'https://domain.freshservice.com/api/v2/requesters/777'
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{ "requester":{ "id":777, "first_name":"Harry", "last_name":"Potter", "job_title":"Student", "primary_email":"harry.potter@hogwarts.edu", "secondary_emails":[ "harry.potter@freshservice.com", "harry.potter@freshworks.com" ], "work_phone_number":"62442", "mobile_phone_number":"77762442", "department_ids":[ 554 ], "can_see_all_tickets_from_associated_departments":false, "reporting_manager_id":656, "address":"Gryffindor Tower", "time_zone":"Edinburgh", "language":"en", "location_id":23, "background_information":"", "custom_fields":{ "quidditch_role":"Seeker", "hogsmeade_permission":true } } }
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List All Requesters

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

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

Filter by Handle
email, mobile_phone_number, work_phone_number /api/v2/requesters?[filter]=[value]
Example:
/api/v2/requesters?email=harry.potter@hogwarts.edu
/api/v2/requesters?mobile_phone_number=77762442
/api/v2/requesters?work_phone_number=62442
get
/api/v2/requesters
Sample code | Curl
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curl -v -u user@yourcompany.com:test -X GET 'https://domain.freshservice.com/api/v2/requesters'
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{ "requesters":[ { "id":777, "first_name":"Harry", "last_name":"Potter", "job_title":"Student", "primary_email":"harry.potter@hogwarts.edu", "secondary_emails":[ "harry.potter@freshservice.com", "harry.potter@freshworks.com" ], "work_phone_number":"62442", "mobile_phone_number":"77762442", "department_ids":[ 554 ], "can_see_all_tickets_from_associated_departments":false, "reporting_manager_id":656, "address":"Gryffindor Tower", "time_zone":"Edinburgh", "language":"en", "location_id":23, "background_information":"", "custom_fields":{ "quidditch_role":"Seeker", "hogsmeade_permission":true } }, { "id":888, "first_name":"Ron", "last_name":"Weasley", "job_title":"Student", "primary_email":"ronald.weasley@hogwarts.edu", "secondary_emails":[ "ronald.weasley@freshservice.com", "ronald.weasley@freshworks.com" ], "work_phone_number":"62443", "mobile_phone_number":"77762443", "department_ids":[ 554 ], "can_see_all_tickets_from_associated_departments":false, "reporting_manager_id":656, "address":"Gryffindor Tower", "time_zone":"Edinburgh", "language":"en", "location_id":23, "background_information":"", "custom_fields":{ "quidditch_role":null, "hogsmeade_permission":true } } ] }
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Additional examples

Get the first 20 full-time requesters. By default, the requesters will be returned in alphabetical order and the first page will be displayed.

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curl -v -u user@yourcompany.com:test -X GET 'https://domain.freshservice.com/api/v2/requesters?per_page=20&page=2'
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List All Requester Fields

This operation allows you to view all the built-in and custom fields for requesters in your Freshservice account.

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

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

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

This operation allows you to delete a requester.

delete
/api/v2/requesters/[id]
Sample code | Curl
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curl -v -u user@yourcompany.com:test -X DELETE 'https://domain.freshservice.com/api/v2/requesters/888'
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Response
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Agents

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

Attribute Type Description
id number User ID of the agent.
first_name string First name of the agent.Mandatory
last_name string Last name of the agent.
occasional boolean True if the agent is an occasional agent, and false if full-time agent.
job_title string Job title of the agent.
email string Email address of the agent.Mandatory
work_phone_number number Work phone number of the agent.
mobile_phone_number number Mobile phone number of the agent.
reporting_manager_id number User ID of the agent's reporting manager.
time_zone string Time zone of the agent. Read more here.
language string Language used by the agent. The default language is “en” (English). Read more here.
location_id number Unique ID of the location associated with the agent.
scoreboard_level_id number Unique ID of the level of the agent in the Arcade. Possible values:
1 (Beginner)
2 (Intermediate)
3 (Professional)
4 (Expert)
5 (Master)
6 (Guru)
ticket_scope string Ticket scope of the agent.
problem_scope string Problem scope of the agent.
change_scope string Change scope of the agent.
release_scope string Release scope of the agent.
group_ids array of numbers Unique IDs of the groups that the agent is a member of.
role_ids array of numbers Unique IDs of the roles that are granted to the agent.Mandatory
last_login_at timestamp Timestamp of the agent's last successful login.
created_at datetime Date and time when the agent was created
updated_at datetime Date and time when the agent was last updated

Create an Agent

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

Attribute Type Description
first_name string First name of the agent.Mandatory
last_name string Last name of the agent.
occasional boolean True if the agent is an occasional agent, and false if full-time agent.
job_title string Job title of the agent.
email string Email address of the agent.Mandatory
work_phone_number number Work phone number of the agent.
mobile_phone_number number Mobile phone number of the agent.
reporting_manager_id number User ID of the agent's reporting manager.
time_zone string Time zone of the agent. Read more here.
language string Language used by the agent. The default language is “en” (English). Read more here.
location_id number Unique ID of the location associated with the agent.
scoreboard_level_id number Unique ID of the level of the agent in the Arcade. Possible values:
1 (Beginner)
2 (Intermediate)
3 (Professional)
4 (Expert)
5 (Master)
6 (Guru)
group_ids array of numbers Unique IDs of the groups that the agent is a member of.
role_ids array of numbers Unique IDs of the roles that are granted to the agent.Mandatory
signature string Signature of the agent in HTML format.
post
/api/v2/agents
Sample code | Curl
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curl -v -u user@yourcompany.com:test -H "Content-Type: application/json" -X POST -d '{"first_name":"Rolanda","last_name":"Hooch","occasional":false,"job_title":"Flying Instructor","email":"rolanda.hooch@hogwarts.edu","work_phone_number":"443532","mobile_phone_number":"553632","reporting_manager_id":2,"time_zone":"Edinburgh","language":"en","location_id":34,"scoreboard_level_id":1,"group_ids":[2,3],"role_ids":[1]}' 'https://domain.freshservice.com/api/v2/agents'
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Response
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{ "agent":{ "id":4453, "first_name":"Rolanda", "last_name":"Hooch", "occasional":false, "job_title":"Flying Instructor", "email":"rolanda.hooch@hogwarts.edu", "work_phone_number":"443532", "mobile_phone_number":"553632", "reporting_manager_id":2, "time_zone":"Edinburgh", "language":"en", "location_id":34, "scoreboard_level_id":2, "scopes":{ "ticket":"Global Access", "problem":"Global Access", "change":"Global Access", "release":"Global Access" } "group_ids":[ 2, 3 ], "role_ids":[ 1 ], "last_login_at":"2017-08-30T07:46:41Z" } }
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View an Agent

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

get
/api/v2/agents/[id]
Sample code | Curl
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curl -v -u user@yourcompany.com:test -X GET 'https://domain.freshservice.com/api/v2/agents/1434'
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Response
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{ "agent":{ "id":1434, "first_name":"Rubeus", "last_name":"Hagrid", "occasional":false, "job_title":"Gamekeeper", "email":"rubeus.hagrid@hogwarts.edu", "work_phone_number":"5564435", "mobile_phone_number":"664345", "reporting_manager_id":32, "time_zone":"Edinburgh", "language":"en", "location_id":34, "scoreboard_level_id":1, "scopes":{ "ticket":"Global Access", "problem":"Global Access", "change":"Global Access", "release":"Global Access" }, "group_ids":[ 2, 3 ], "role_ids":[ 1 ], "last_login_at":"2018-08-30T07:46:41Z" } }
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List All Agents

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

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

Filter by Handle
email, mobile_phone_number, work_phone_number /api/v2/agents?[filter]=[value]
Example:
/api/v2/agents?email=rubeus.hagrid@hogwarts.edu
/api/v2/agents?mobile_phone_number=664345
/api/v2/agents?work_phone_number=5564435
state /api/v2/agents?state=[fulltime/occasional]
Example:
/api/v2/agents?state=fulltime
/api/v2/agents?state=occasional
get
/api/v2/agents
Sample code | Curl
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curl -v -u user@yourcompany.com:test -X GET 'https://domain.freshservice.com/api/v2/agents'
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Response
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{ "agents":[ { "id":1434, "first_name":"Rubeus", "last_name":"Hagrid", "occasional":false, "job_title":"Gamekeeper", "email":"rubeus.hagrid@hogwarts.edu", "work_phone_number":"5564435", "mobile_phone_number":"664345", "reporting_manager_id":32, "time_zone":"Edinburgh", "language":"en", "location_id":34, "scoreboard_level_id":1, "scopes":{ "ticket":"Global Access", "problem":"Global Access", "change":"Global Access", "release":"Global Access" }, "group_ids":[ 2, 3 ], "role_ids":[ 1 ], "last_login_at":"2018-08-30T07:46:41Z" }, { "id":1434, "first_name":"Filius", "last_name":"Flitwick", "occasional":false, "job_title":"Professor - Charms", "email":"filius.flitwick@hogwarts.edu", "work_phone_number":"5564436", "mobile_phone_number":"664346", "reporting_manager_id":32, "time_zone":"Edinburgh", "language":"en", "location_id":34, "scoreboard_level_id":1, "scopes":{ "ticket":"Global Access", "problem":"Global Access", "change":"Global Access", "release":"Global Access" }, "group_ids":[ 3, 4 ], "role_ids":[ 1, 2 ], "last_login_at":"2018-09-01T07:46:41Z" } ] }
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Additional examples

Get the first 20 full-time agents. By default, the agents will be returned in alphabetical order and the first page will be displayed.

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curl -v -u user@yourcompany.com:test -X GET 'https://domain.freshservice.com/api/v2/agents?state=fulltime&per_page=20&page=2’
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Update an Agent

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

Attribute Type Description
occasional boolean True if the agent is an occasional agent, and false if full-time agent.
email string Email address of the agent.
reporting_manager_id number User ID of the agent's reporting manager.
time_zone string Time zone of the agent. Read more here.
language string Language used by the agent. The default language is “en” (English). Read more here.
location_id number Unique ID of the location associated with the agent.
scoreboard_level_id number Unique ID of the level of the agent in the Arcade. Possible values:
1 (Beginner)
2 (Intermediate)
3 (Professional)
4 (Expert)
5 (Master)
6 (Guru)
group_ids array of numbers Unique IDs of the groups that the agent is a member of.
role_ids array of numbers Unique IDs of the roles that are granted to the agent.
signature string Signature of the agent in HTML format.
put
/api/v2/agents/[id]
Sample code | Curl
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curl -v -u user@yourcompany.com:test -H 'Content-Type: application/json' -X PUT -d '{ "scoreboard_level_id": 2 }' 'https://domain.freshservice.com/api/v2/agents/1434'
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Response
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{ "agent":{ "id":1434, "first_name":"Filius", "last_name":"Flitwick", "occasional":false, "job_title":"Professor - Charms", "email":"filius.flitwick@hogwarts.edu", "work_phone_number":"5564436", "mobile_phone_number":"664346", "reporting_manager_id":32, "time_zone":"Edinburgh", "language":"en", "location_id":34, "scoreboard_level_id":2, "scopes":{ "ticket":"Global Access", "problem":"Global Access", "change":"Global Access", "release":"Global Access" }, "group_ids":[ 3, 4 ], "role_ids":[ 1, 2 ], "last_login_at":"2018-09-01T07:46:41Z" } }
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Delete an Agent

This operation allows you to delete a particular agent.

Note: Deleting an agent will convert the agent into a requester/contact.

delete
/api/v2/agents/[id]
Sample code | Curl
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curl -v -u user@yourcompany.com:test -X DELETE 'https://domain.freshservice.com/api/v2/agents/1434'
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Response
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HTTP Status: 204 No Content
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Agent Roles

Roles allow you to manage access permissions for agents.

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

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

View a Role

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

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

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

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

Attribute Type Description
name string Name of the group.Mandatory
description string Description of the group.
unassigned_for string The time after which an escalation email is sent if a ticket in the group remains unassigned. The accepted values are “30m” for 30 minutes, “1h” for 1 hour, “2h” for 2 hours“, “4h” for 4 hours, “8h” for 8 hours, “12h” for 12 hours, “1d” for 1 day, “2d” for 2 days, and “3d” for 3 days.
business_hours_id number Unique ID of the business hours configuration associated with the group.
escalate_to number The Unique ID of the user to whom an escalation email is sent if a ticket in this group is unassigned. To create/update a group with an escalate_to value of ‘none’, please set the value of this parameter to ‘null’.
agent_ids array Array of agent user IDs separated by commas.
auto_ticket_assign boolean Describes the automatic ticket assignment type. Will not be supported if the "Round Robin" feature is disabled for the account. Set to true if automatic ticket assignment is enabled, and false otherwise.
created_at datetime Date and time when the agent group was created
updated_at datetime Date and time when the agent group was last updated

Create a Group

Attribute Type Description
name string Name of the group.Mandatory
description string Description of the group.
unassigned_for string The time after which an escalation email is sent if a ticket in the group remains unassigned. The accepted values are “30m” for 30 minutes, “1h” for 1 hour, “2h” for 2 hours“, “4h” for 4 hours, “8h” for 8 hours, “12h” for 12 hours, “1d” for 1 day, “2d” for 2 days, and “3d” for 3 days.
business_hours_id number Unique ID of the business hours configuration associated with the group.
escalate_to number The Unique ID of the user to whom an escalation email is sent if a ticket in this group is unassigned. To create/update a group with an escalate_to value of ‘none’, please set the value of this parameter to ‘null’.
agent_ids array Array of agent user IDs separated by commas.
auto_ticket_assign boolean Describes the automatic ticket assignment type. Will not be supported if the "Round Robin" feature is disabled for the account. Set to true if automatic ticket assignment is enabled, and false otherwise.
post
/api/v2/groups
Sample code | Curl
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curl -v -u user@yourcompany.com:test -H "Content-Type:application/json" -X POST -d '{ "name":"Linux Support", "description":"Support team for Linux VMs, workstations, and servers", "unassigned_for":"30m", "agent_ids":[1,16] }' 'https://domain.freshservice.com/api/v2/groups'
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Response
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{ group:{ "id":5, "name":"Linux Support", "description":"Support team for Linux VMs, workstations, and servers", "business_hours_id":null, "escalate_to":1, "unassigned_for":"30m", "agent_ids":[ 1, 16 ], "auto_ticket_assign":true, "created_at":"2014-01-08T07:53:41+05:30", "updated_at":"2014-01-08T07:53:41+05:30" } }
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View a Group

get
/api/v2/groups/[id]
Sample code | Curl
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curl -v -u user@yourcompany.com:test -X GET 'https://domain.freshservice.com/api/v2/groups/1'
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Response
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{ "group":{ "id":1, "name":"Linux Support", "description":"Support team for Linux VMs, workstations, and servers", "business_hours_id":null, "escalate_to":1, "unassigned_for":"30m", "agent_ids":[ 2, 15 ], "auto_ticket_assign":true, "created_at":"2014-01-08T07:53:41+05:30", "updated_at":"2014-01-08T07:53:41+05:30" } }
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List All Groups

get
/api/v2/groups
Sample code | Curl
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curl -v -u user@yourcompany.com:test -X GET 'https://domain.freshservice.com/api/v2/groups'
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Response
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[ { "group":{ "id":1, "name":"Linux Support", "description":"Support team for Linux VMs, workstations, and servers", "business_hours_id":null, "escalate_to":1, "unassigned_for":"30m", "agent_ids":[ 2, 15 ], "auto_ticket_assign":true, "created_at":"2014-01-08T07:53:41+05:30", "updated_at":"2014-01-08T07:53:41+05:30" } } ]
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Update a Group

Note:
To delete all the agents associated with a group, update the group with "agent_ids"= [ ] (empty array)

Attribute Type Description
name string Name of the group.Mandatory
description string Description of the group.
unassigned_for string The time after which an escalation email is sent if a ticket in the group remains unassigned. The accepted values are “30m” for 30 minutes, “1h” for 1 hour, “2h” for 2 hours“, “4h” for 4 hours, “8h” for 8 hours, “12h” for 12 hours, “1d” for 1 day, “2d” for 2 days, and “3d” for 3 days.
business_hours_id number Unique ID of the business hours configuration associated with the group.
escalate_to number The Unique ID of the user to whom an escalation email is sent if a ticket in this group is unassigned. To create/update a group with an escalate_to value of ‘none’, please set the value of this parameter to ‘null’.
agent_ids array Array of agent user IDs separated by commas.
auto_ticket_assign boolean Describes the automatic ticket assignment type. Will not be supported if the "Round Robin" feature is disabled for the account. Set to true if automatic ticket assignment is enabled, and false otherwise.
put
/api/v2/groups/[id]
Sample code | Curl
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curl -v -u user@yourcompany.com:test -H "Content-Type: application/json" -X PUT -d '{ "name":"Linux Support", "description":"Support team for Linux VMs, workstations, and servers", "unassigned_for":"30m", "agent_ids":[1,16] }' 'https://domain.freshservice.com/api/v2/groups/2'
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Response
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{ "group": { "id":2, "name":"Mac Support", "description":"Support team for iMacs, Mac Minis, and MacBooks", "business_hours_id":null, "escalate_to":2, "unassigned_for":"30m", "agent_ids":[ 2, 15 ], "auto_ticket_assign":true, "created_at":"2015-01-08T07:53:41+05:30", "updated_at":"2015-01-08T07:53:41+05:30" } }
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Delete a Group

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

delete
/api/v2/groups/[id]
Sample code | Curl
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curl -v -u user@yourcompany.com:test -X DELETE 'https://domain.freshservice.com/api/v2/groups/5'
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Response
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HTTP Status: 204 No Content
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This documentation is for the beta version of the v2.0 APIs. Documentation for the v1.0 APIs can be found here.