Freshservice is a cloud-based IT service desk and service management solution that's easy to set up and use, to transform employee experience across the organization.
This connector is available in the following products and regions.
Service | Class | Regions |
Copilot Studio | Premium | All Power Automate regions except the following: - US Government (GCC) - US Government (GCC High) - China Cloud operated by 21Vianet - US Department of Defense (DoD) |
Logic Apps | Standard | All Logic Apps regions except the following: - Azure Government regions - Azure China regions - US Department of Defense (DoD) |
Power Apps | Premium | All Power Apps regions except the following: - US Government (GCC) - US Government (GCC High) - China Cloud operated by 21Vianet - US Department of Defense (DoD) |
Power Automate | Premium | All Power Automate regions except the following: - US Government (GCC) - US Government (GCC High) - China Cloud operated by 21Vianet - US Department of Defense (DoD) |
Connector Metadata | |
Publisher | Freshworks |
Authentication
Important: The username and password based authentication is no longer supported by the FreshService. The connector now supports only one authentication type - API Key. Freshservice API Migration docs.
Creating a connection
The connector supports the following authentication types:
API Key authentication type | All regions | Not shareable |
API Key
Auth ID: Basic
Applicable: All regions
API Key authentication type
This is not a shareable connection. If the power app is shared with another user, another user will be prompted to create a new connection explicitly.
Name | Type | Description | Required |
API Key | string | The API Key for this api | True |
Site url | string | Root site url (Example: https://sample.freshservice.com) | True |
Throttling Limits
Name | Calls | Renewal Period |
API calls per connection | 100 | 60 seconds |
Frequency of trigger polls | 1 | 120 seconds |
Actions
Add a private or public note to a ticket. | |
Create a ticket. | |
Update a ticket (only specified values will be updated). |
Add a note to a ticket (V2)
Operation ID: AddNoteV2
Add a private or public note to a ticket.
Parameters
Name | Key | Required | Type | Description |
Ticket Id | ticketId | True | integer | The ticket id to update. |
Note | body | True | string | The note to be added to the ticket. |
Is Private | private | boolean | Set to true if message is private. |
Returns
Body AddNote_ResponseV2
Create a ticket (V2)
Operation ID: CreateTicketV2
Create a ticket.
Parameters
Name | Key | Required | Type | Description |
Requester Id | requester_id | True | integer | User-id of the requester. For existing contacts, requester_id can be passed instead of email. |
Requester email | requester_email | string | Email id of the requester. | |
Subject | subject | True | string | The subject of the ticket. |
Status | status | True | string | Status of the ticket. |
Priority | priority | True | string | The priority of the ticket (such as Low, Medium, or High). |
Description | description | True | string | The description of the ticket. |
Urgency | urgency | string | Urgency of the problem (such as Low, Medium or High). | |
Impact | impact | string | Impact of the problem (such as Low, Medium or High). | |
Source | source | string | The channel through which the ticket was created. |
Returns
Body CreateUpdateTicket_ResponseV2
Update a ticket (V2)
Operation ID: UpdateTicketV2
Update a ticket (only specified values will be updated).
Parameters
Name | Key | Required | Type | Description |
Ticket Id | ticketId | True | integer | The ticket id to update. |
Requester Id | requester_id | integer | User-id of the requester. For existing contacts, requester_id can be passed instead of email. | |
Requester email | requester_email | string | Email id of the requester. | |
Subject | subject | string | The subject of the ticket. | |
Status | status | string | Status of the ticket. | |
Priority | priority | string | The priority of the ticket (such as Low, Medium, or High). | |
Urgency | urgency | string | Urgency of the problem (such as Low, Medium or High). | |
Impact | impact | string | Impact of the problem (such as Low, Medium or High). | |
Source | source | string | The channel through which the ticket was created. |
Returns
Body CreateUpdateTicket_ResponseV2
Triggers
Triggers when a new ticket is created. |
When a ticket is created (V2)
Operation ID: OnTicketCreatedV2
Triggers when a new ticket is created.
Returns
Body ListTicket_ResponseV2
Definitions
Ticket_Response
Name | Path | Type | Description |
Created At Date-Time | created_at | date-time | yyyy-MM-ddTHH:mm:ss.fffZ |
Is Deleted | deleted | boolean | Set as true if the ticket is deleted/trashed. Deleted tickets will not be considered in any views except 'deleted' filter. |
Department Id | department_id_value | integer | |
Ticket Id | display_id | integer | Ticket Id specific to your account. |
Due By Date-Time | due_by | date-time | yyyy-MM-ddTHH:mm:ss.fffZ |
Group Id | group_id | integer | Id of Group to which the ticket is assigned. |
Id | id | integer | Unique Id of the ticket. |
Impact | impact | integer | A number representing the impact of the problem. |
Is Escalated | isescalated | boolean | Set to true if an escalation was sent. |
Owner Id | owner_id | string | Id of the agent to whom the problem is assigned. |
Priority | priority | integer | A number representing the priority of the ticket. |
Requester Id | requester_id | integer | User-id of the requester. For existing contacts, requester_id can be passed instead of email. |
Responder Id | responder_id | integer | Id of the agent to whom the ticket is assigned. |
Source | source | integer | A number representing the channel through which the ticket was created. |
Spam | spam | boolean | Set as true if the ticket is marked as spam. |
Status | status | integer | A number representing the status of the ticket. |
Subject | subject | string | Ticket subject. |
Ticket Type | ticket_type | string | Type property field as defined in ticket fields. |
To Email | to_email | string | Email address to which the incoming ticket email was sent. |
Updated At Date-Time | updated_at | date-time | yyyy-MM-ddTHH:mm:ss.fffZ |
Urgency | urgency | integer | A number representing the urgency of the problem. |
Description | description | string | Description of the problem. |
Description HTML | description_html | string | HTML content of the ticket. Description and description_html should not be passed together. |
Status Name | status_name | string | Status of the ticket. |
Priority Name | priority_name | string | Priority of the ticket. |
Source Name | source_name | string | The channel through which the ticket was created. |
Responder Name | responder_name | string | Name of the agent to whom the ticket is assigned. |
To Emails | to_emails | array of string | Email addresses to which the incoming ticket email was sent. |
Department Name | department_name | string | Name of the department. |
Associated Problem Id | assoc_problem_id | integer | Id of the associated problem to the ticket. |
Associated Change Id | assoc_change_id | integer | Id of the associated change to the problem. |
Associated Change Cause Id | assoc_change_cause_id | integer | Id of the change causing the ticket. |
Associated Asset Id | assoc_asset_id | integer | Id of the asset associated to the ticket. |
Urgency Name | urgency_name | string | Urgency of the problem. |
Impact Name | impact_name | string | Impact of the problem. |
CreateUpdateTicket_ResponseV2
Name | Path | Type | Description |
Created At Date-Time | ticket.created_at | date-time | yyyy-MM-ddTHH:mm:ss.fffZ |
Department Id | ticket.department_id | integer | |
Due By Date-Time | ticket.due_by | date-time | yyyy-MM-ddTHH:mm:ss.fffZ |
Group Id | ticket.group_id | integer | Id of Group to which the ticket is assigned. |
Id | ticket.id | integer | Unique Id of the ticket. |
Is Escalated | ticket.is_escalated | boolean | Set to true if an escalation was sent. |
Priority | ticket.priority | integer | A number representing the priority of the ticket. |
Requester Id | ticket.requester_id | integer | User-id of the requester. For existing contacts, requester_id can be passed instead of email. |
Responder Id | ticket.responder_id | integer | Id of the agent to whom the ticket is assigned. |
Source | ticket.source | integer | A number representing the channel through which the ticket was created. |
Spam | ticket.spam | boolean | Set as true if the ticket is marked as spam. |
Status | ticket.status | integer | A number representing the status of the ticket. |
Subject | ticket.subject | string | Ticket subject. |
Ticket Type | ticket.type | string | Type property field as defined in ticket fields. |
Updated At Date-Time | ticket.updated_at | date-time | yyyy-MM-ddTHH:mm:ss.fffZ |
Description | ticket.description_text | string | Description of the problem. |
Description HTML | ticket.description | string | HTML content of the ticket. Description and description_html should not be passed together. |
To Emails | ticket.to_emails | array of string | Email addresses to which the incoming ticket email was sent. |
ListTicket_ResponseV2
Name | Path | Type | Description |
Created At Date-Time | created_at | date-time | yyyy-MM-ddTHH:mm:ss.fffZ |
Department Id | department_id | integer | |
Due By Date-Time | due_by | date-time | yyyy-MM-ddTHH:mm:ss.fffZ |
Group Id | group_id | integer | Id of Group to which the ticket is assigned. |
Id | id | integer | Unique Id of the ticket. |
Is Escalated | is_escalated | boolean | Set to true if an escalation was sent. |
Priority | priority | integer | A number representing the priority of the ticket. |
Requester Id | requester_id | integer | User-id of the requester. For existing contacts, requester_id can be passed instead of email. |
Responder Id | responder_id | integer | Id of the agent to whom the ticket is assigned. |
Source | source | integer | A number representing the channel through which the ticket was created. |
Spam | spam | boolean | Set as true if the ticket is marked as spam. |
Status | status | integer | A number representing the status of the ticket. |
Subject | subject | string | Ticket subject. |
Ticket Type | type | string | Type property field as defined in ticket fields. |
Updated At Date-Time | updated_at | date-time | yyyy-MM-ddTHH:mm:ss.fffZ |
Description | description_text | string | Description of the problem. |
Description HTML | description | string | HTML content of the ticket. Description and description_html should not be passed together. |
To Emails | to_emails | array of string | Email addresses to which the incoming ticket email was sent. |
UpdateTicket_Response
Name | Path | Type | Description |
Is Deleted | ticket.deleted | boolean | Set as true if the ticket is deleted/trashed. Deleted tickets will not be considered in any views except 'deleted' filter. |
Ticket Id | ticket.display_id | integer | Ticket Id specific to your account. |
Subject | ticket.subject | string | Ticket subject. |
Description | ticket.description | string | Description of the ticket. |
Description HTML | ticket.description_html | string | HTML content of the ticket. Description and description_html should not be passed together. |
Status Name | ticket.status_name | string | Status of the ticket. |
Priority Name | ticket.priority_name | string | Priority of the ticket. |
Source Name | ticket.source_name | string | The channel through which the ticket was created. |
Responder Name | ticket.responder_name | string | Name of the agent to whom the ticket is assigned. |
To Emails | ticket.to_emails | array of string | Email addresses to which the incoming ticket email was sent. |
Department Name | ticket.department_name | string | Name of the department. |
Associated Problem Id | ticket.assoc_problem_id | integer | Id of the associated problem to the ticket. |
Associated Change Id | ticket.assoc_change_id | integer | Id of the associated change to the problem. |
Associated Change Cause Id | ticket.assoc_change_cause_id | integer | Id of the change causing the ticket. |
Associated Asset Id | ticket.assoc_asset_id | integer | Id of the asset associated to the ticket. |
Urgency Name | ticket.urgency_name | string | Urgency of the problem. |
Impact Name | ticket.impact_name | string | Impact of the problem. |
AddNote_Response
Name | Path | Type | Description |
Created At Date-Time | note.created_at | date-time | yyyy-MM-ddTHH:mm:ss.fffZ |
Is Deleted | note.deleted | boolean | Set as true if the ticket is deleted/trashed. Deleted tickets will not be considered in any views except 'deleted' filter. |
Id | note.id | integer | Unique Id of the note. |
Private | note.private | boolean | Set as true if the note is private. |
Source | note.source | integer | A number representing the channel through which the ticket was created. |
Updated At Date-Time | note.updated_at | date-time | yyyy-MM-ddTHH:mm:ss.fffZ |
User Id | note.user_id | integer | User_id of the agent who is adding the note. |
Body | note.body | string | Content of the note in plain text. |
Body HTML | note.body_html | string | Content of the note in HTML format. Either body or body_html has to be passed. |
attachments | note.attachments | array of string |
AddNote_ResponseV2
Name | Path | Type | Description |
Created At Date-Time | conversation.created_at | date-time | yyyy-MM-ddTHH:mm:ss.fffZ |
Id | conversation.id | integer | Unique Id of the note. |
Private | conversation.private | boolean | Set as true if the note is private. |
Updated At Date-Time | conversation.updated_at | date-time | yyyy-MM-ddTHH:mm:ss.fffZ |
User Id | conversation.user_id | integer | User_id of the agent who is adding the note. |
Body | conversation.body_text | string | Content of the note in plain text. |
Body HTML | conversation.body | string | Content of the note in HTML format. Either body or body_html has to be passed. |
attachments | conversation.attachments | array of string | |
Ticket Id | conversation.ticket_id | integer | Unique Id of the ticket. |
