API & Webhooks

For v1:

The number of API calls per hour is restricted to 1000. If your API request is received after the limit has been reached, freshservice will give you an error response. The "retry-after" value in the response header will tell you how long you need to wait before you send another API request.

For more details refer to our API v1 documentation: https://api.freshservice.com/

For v2:

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



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

For more details refer to our API v2 documentation: https://api.freshservice.com/v2/

You can use the following curl command to get the required ticket fields: 
curl -v -u user@yourcompany.com:test -X GET 'https://domain.freshservice.com/api/v2/ticket_fields'

If you do not want to use your email address and password in the curl command, you can also use your API key instead of the email address and X as the password, as shown below.

curl -v -u API key:X -X GET 'https://domain.freshservice.com/api/v2/ticket_fields' 

For more information, please visit https://api.freshservice.com/v2/#get_all_ticket_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

For more information, please click : https://api.freshservice.com/v2/#schema 

You can use the following curl command : curl -v -u user@yourcompany.com:test -X GET 'https://domain.freshservice.com/api/v2/requesters/777'

For more information, please click: https://api.freshservice.com/v2/#view_a_requester 

You can use the following curl command : 

curl -v -u user@yourcompany.com:test -F "helpdesk_ticket[attachments][][resource]=@/path/to/attachment1.ext" -F "helpdesk_ticket[attachments][][resource]=@/path/to/attachment2.ext" -F "helpdesk_ticket[email]=example@example.com" -F "helpdesk_ticket[subject]=Ticket Title" -F "helpdesk_ticket[description]=this is a sample ticket" -X POST https://domain.freshservice.com/helpdesk/tickets.json

For more information, please click: https://api.freshservice.com/#create_ticket_with_attachment

You can use the following curl command : 

curl -u user@yourcompany.com:test -H "Content-Type: application/json" -X GET https://domain.freshservice.com/catalog/items.json?page=2

For more information, please click: https://api.freshservice.com/#view_all_service_items 

You can use the following curl command : 

curl -u user@yourcompany.com:test -H "Content-Type: application/json" -X POST -d '{ "solution_category": { "name":"API", "description":"API related documents" }}' https://domain.freshservice.com/solution/categories.json

For more information, please click: 

https://api.freshservice.com/#create_solution_category

If you have priority matrix enabled on your account, then the value passed in the API will be ignored and the priority matrix would set the priority for the ticket. If in case  you do not want this, you can navigate to Admin > Priority Matrix and disable it. 

Yes it is possible. For more information, please click : https://api.freshservice.com/v2/#update_ticket_priority

You can use the following curl command : 

curl -u (credentials) -H "Content-Type:application/json"-d' {"helpdesk_ticket": {}, “associate_ci”: {"serial_no'":'99RSH32","name":"SALES-SERV","user": "tom@outerspace.com"}}' -X PUT https://domain.freshservice.com/helpdesk/tickets/123.json

For further information, please refer to the documentation here: https://api.freshservice.com/#associate_a_ci_to_a_ticket

A Webhook is a callback to an application or a web service that is triggered when a specific event occurs, this is configured using the workflow automator. This means you can set up a Webhook to look for a specific update, change or action to occur in your Service Desk and it will automatically push the information you specify to the application you want.

Yes, using the API mentioned in this link(https://api.freshservice.com/v2/#create_child_ticket) , you would be able to create a child ticket to an existing Incident ticket

It is possible to associate a change to a ticket via API while creating a ticket. Please take a look at the Curl Command given below: 

Use this link to create a ticket and associate it with a change.

• Login to your Support Portal
• Click on your profile picture on the top right corner of your portal
• Go to Profile settings Page
• Your API key will be available below the Delegate Approvals section to your right

Yes, certain marketplace apps consume APIs, do reach out to our support team via support@freshservice if you need further information on this. We will be able to check and let you know if the app you use, is consuming API calls.

If you are using API V1 then after the limit has been reached, freshservice will give you an error response. The "retry-after" value in the response header will tell you how long you need to wait before you send another API request.

To check the API limit using V2, You can check your current rate limit status by looking at the following HTTP headers which are returned in response to every API request.