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Freshservice

App · Help Desk · 20 actions

Run your Freshservice service desk: raise and update tickets, reply to requesters, add notes and tasks, and look up requesters, agents, groups, departments and locations.

Actions

ActionWhat it does
Add a note to a ticketAdd a note to a ticket.
Add a task to a ticketBreak a Freshservice ticket into a task somebody can own.
Create a requesterAdd somebody who can raise tickets.
Create a ticketRaise a ticket in Freshservice for a requester.
Delete a ticketDelete a Freshservice ticket.
Get a requesterRead one Freshservice requester by their ID.
Get a ticketRead one Freshservice ticket by its ID.
Get an agentRead one Freshservice agent by their ID.
List a ticket's conversationsList every reply and note on a Freshservice ticket.
List a ticket's tasksList the tasks on a Freshservice ticket.
List agent groupsList the agent groups tickets can be assigned to.
List agentsList the agents who work on tickets.
List departmentsList the departments requesters and tickets belong to.
List locationsList the sites people and assets belong to.
List requestersFind requesters by email, phone number or a search query.
List ticketsList tickets from the past 30 days, or older ones with 'Updated since'.
Reply to a ticketSend a public reply on a ticket.
Search ticketsFind tickets with a Freshservice filter query, such as status:2 AND priority:4.
Update a requesterChange a Freshservice requester's details.
Update a ticketChange a Freshservice ticket: its status, priority, assignment or fields.

Add a note to a ticket

Add a note to a ticket. Notes are private to agents unless you say otherwise, and do not email the requester.

Inputs

Ticket IDticket_idtextRequired
Which ticket to add a note to. This is the number in the ticket's web address (12 in https://acme.freshservice.com/a/tickets/12), and you can paste the whole address instead.
NotebodytextRequired
What to record. Freshservice stores this as HTML, so plain text arrives as one paragraph.
Private to agentsprivatetrue/false
On by default in Freshservice. Turn it off to let the requester see the note in the portal.
Came from outsideincomingtrue/false
Turn on to record the note as something that arrived from outside the portal, such as a phone call.
Notifynotify_emailslist
Email addresses of people to tell about this note.
Note from agent IDauthor_idtext
The numeric ID of the agent the note should be attributed to. Leave blank for the agent whose API key this connection uses.

Outputs

One reply or note on a ticket.

attachmentslist
Files attached to the entry.
bcc_emailslist
Addresses blind-copied on it.
bodytext
The message, as HTML.
body_texttext
The same message with the HTML stripped out.
cc_emailslist
Addresses copied on it.
created_attext
When the entry was added, in UTC.
from_emailtext
The address a reply was sent from.
idnumber
The conversation entry's ID.
incomingtrue/false
True when the entry came from outside the portal.
privatetrue/false
True for a note only agents can see. Replies are never private.
sourcenumber
How the entry arrived, as a number.
support_emailtext
The support address a note is attributed to.
ticket_idnumber
The ticket this entry belongs to.
to_emailslist
Addresses the entry was sent to.
updated_attext
When the entry last changed, in UTC.
user_idnumber
ID of the agent or requester who added it.
Example output
{
  "attachments": [],
  "bcc_emails": [],
  "body": "<div>We have ordered a replacement charger.</div>",
  "body_text": "We have ordered a replacement charger.",
  "cc_emails": [],
  "created_at": "2026-09-16T10:05:00Z",
  "id": 21000167412,
  "incoming": false,
  "private": true,
  "ticket_id": 12,
  "to_emails": [],
  "updated_at": "2026-09-16T10:05:00Z",
  "user_id": 21000418001
}

Add a task to a ticket

Break a Freshservice ticket into a task somebody can own.

Inputs

Ticket IDticket_idtextRequired
Which ticket to add a task to. This is the number in the ticket's web address (12 in https://acme.freshservice.com/a/tickets/12), and you can paste the whole address instead.
TitletitletextRequired
What the task is.
Descriptiondescriptiontext
What doing the task involves.
Statusstatustext
Where the task starts. Leave blank for Open.One of: 1 (Open), 2 (In progress), 3 (Completed).
Duedue_datedate and time
When the task has to be done by.
Remind this many seconds beforenotify_beforenumber
How long before the due date to send a reminder, in seconds (3600 is an hour). Needs a due date.At least 0.
Assign to agentagent_idtext
The numeric ID of the agent who should do the task. Use 'List agents' to find one.
Agent groupgroup_idtext
The group this is assigned to. Its numeric ID also works.
Workspace IDworkspace_idtext
Only for accounts that use workspaces. Leave blank for the primary workspace, which is what an account without workspaces has.

Outputs

One task on a ticket.

agent_idnumber
ID of the agent the task is assigned to.
closed_attext
When the task was completed, in UTC.
created_attext
When the task was created, in UTC.
deletedtrue/false
True once the task has been deleted.
descriptiontext
Description of the task.
due_datetext
When the task is due, in UTC.
group_idnumber
ID of the group the task is assigned to.
idnumber
The task's ID.
notify_beforenumber
How many seconds before the due date a reminder is sent.
statusnumber
Status as a number: 1 Open, 2 In progress, 3 Completed, 4 Blocked.
titletext
Title of the task.
updated_attext
When the task last changed, in UTC.
workspace_idnumber
ID of the workspace the task belongs to.
Example output
{
  "agent_id": 21000418001,
  "closed_at": null,
  "created_at": "2026-09-16T10:10:00Z",
  "deleted": false,
  "description": "Raise it with the hardware supplier.",
  "due_date": "2026-09-19T12:00:00Z",
  "group_id": 21000205442,
  "id": 21000012345,
  "notify_before": 3600,
  "status": 1,
  "title": "Order a replacement charger",
  "updated_at": "2026-09-16T10:10:00Z",
  "workspace_id": 2
}

Create a requester

Add somebody who can raise tickets. Needs a first name and one of email, work phone or mobile phone.

Inputs

First namefirst_nametextRequired
The requester's given name.
Last namelast_nametext
The requester's family name.
Email addressprimary_emailtext
Their main email address. Freshservice needs one of email, work phone or mobile phone.
Work phonework_phone_numbertext
Their work phone number.
Mobile phonemobile_phone_numbertext
Their mobile phone number.
Job titlejob_titletext
What they do.
Other email addressessecondary_emailslist
Any additional addresses tickets may arrive from.
Departmentsdepartment_idslist
The departments this person belongs to. Choose any number of them; numeric IDs also work.
Can see their departments' ticketscan_see_all_tickets_from_associated_departmentstrue/false
Turn on to let them see every ticket raised by their departments. Freshservice turns this off on any update that does not explicitly turn it on, so leave it on for somebody who already has it.
Reporting manager IDreporting_manager_idtext
The numeric ID of the requester or agent they report to.
Locationlocation_idtext
The site this person works at. Its numeric ID also works.
Addressaddresstext
Their postal address.
Time zonetime_zonetext
Their time zone, spelled the way Freshservice spells it, such as 'Eastern Time (US & Canada)'. Leave blank for the account's.
Clocktime_formattext
Whether they see times on a 12- or 24-hour clock.One of: 12h (12-hour clock), 24h (24-hour clock).
Languagelanguagetext
Their language code, such as 'en'. Leave blank for English.
Background informationbackground_informationtext
Anything an agent should know about this person.
Custom fieldscustom_fieldsobject
Your account's own requester fields, as name-and-value pairs.

Outputs

One requester — somebody who can raise tickets.

activetrue/false
True when the requester is active.
addresstext
Postal address.
background_informationtext
Free-text notes about them.
can_see_all_tickets_from_associated_departmentstrue/false
True when they can see every ticket raised by their departments.
created_attext
When the requester was created, in UTC.
custom_fieldsobject
The account's own custom fields on this record, keyed by field name.
department_idslist
IDs of the departments they belong to.
first_nametext
Given name.
has_logged_intrue/false
True once they have signed in to the portal.
idnumber
The requester's ID, which ticket actions take.
is_agenttrue/false
True when this person is also an agent.
job_titletext
Job title.
languagetext
Their language code, such as 'en'.
last_nametext
Family name.
location_idnumber
ID of the location they work at.
mobile_phone_numbertext
Mobile phone number.
primary_emailtext
Primary email address.
reporting_manager_idnumber
ID of their reporting manager.
secondary_emailslist
Any additional email addresses.
time_formattext
Either '12h' or '24h'.
time_zonetext
Their time zone, such as 'Eastern Time (US & Canada)'.
updated_attext
When the requester last changed, in UTC.
work_phone_numbertext
Work phone number.
Example output
{
  "active": true,
  "address": null,
  "background_information": null,
  "can_see_all_tickets_from_associated_departments": false,
  "created_at": "2026-09-01T08:00:00Z",
  "custom_fields": {},
  "department_ids": [
    21000114444
  ],
  "first_name": "Sam",
  "has_logged_in": true,
  "id": 21000418017,
  "is_agent": false,
  "job_title": "Designer",
  "language": "en",
  "last_name": "Rivera",
  "location_id": 21000331414,
  "mobile_phone_number": null,
  "primary_email": "sam.rivera@example.com",
  "reporting_manager_id": null,
  "secondary_emails": [],
  "time_format": "12h",
  "time_zone": "Eastern Time (US & Canada)",
  "updated_at": "2026-09-16T09:30:00Z",
  "work_phone_number": "5550100"
}

Create a ticket

Raise a ticket in Freshservice for a requester.

Inputs

SubjectsubjecttextRequired
One line saying what the ticket is about.
DescriptiondescriptiontextRequired
The body of the ticket. Freshservice stores this as HTML, so plain text arrives as one paragraph.
StatusstatustextRequired
Where the ticket stands.One of: 2 (Open), 3 (Pending), 4 (Resolved), 5 (Closed).
PriorityprioritytextRequired
How urgent the ticket is.One of: 1 (Low), 2 (Medium), 3 (High), 4 (Urgent).
Requester IDrequester_idtext
Who the ticket is for, as their numeric Freshservice ID (use 'List requesters' to find one). Fill in this, an email address or a phone number.
Requester emailemailtext
Who the ticket is for, by email address. An address nobody in Freshservice uses creates a new requester.
Requester phonephonetext
Who the ticket is for, by phone number. Fill in the name as well when there is no email address.
Requester namenametext
What to call a requester created from a phone number.
Sourcesourcetext
Where the ticket came from. Leave blank for Portal.One of: 1 (Email), 2 (Portal), 3 (Phone), 4 (Chat), 5 (Feedback widget), 6 (Yammer), 7 (AWS CloudWatch), 8 (PagerDuty), 9 (Walk-up), 10 (Slack), and 6 more.
Urgencyurgencytext
How quickly the requester needs this dealt with.One of: 1 (Low), 2 (Medium), 3 (High).
Impactimpacttext
How widely the issue is felt.One of: 1 (Low), 2 (Medium), 3 (High).
Assign to agentresponder_idtext
The agent's numeric ID. Use 'List agents' to find one. Leave blank to let Freshservice's own assignment rules decide.
Agent groupgroup_idtext
The group this is assigned to. Its numeric ID also works.
Departmentdepartment_idtext
The department the ticket belongs to. Its numeric ID also works.
Categorycategorytext
Category to file the ticket under, exactly as it is spelled in Freshservice.
Sub-categorysub_categorytext
Sub-category within the category.
Itemitem_categorytext
Item within the sub-category.
Resolution duedue_bydate and time
When the ticket must be resolved. Leave blank to let the account's SLA policy decide.
First response duefr_due_bydate and time
When the first response is due. Leave blank to let the account's SLA policy decide.
Tagstagslist
Tags to put on the ticket.
Copy tocc_emailslist
Email addresses to copy on the ticket's emails.
Custom fieldscustom_fieldsobject
Your account's own ticket fields, as name-and-value pairs. Use the field's internal name, which is what the API calls it.
Workspace IDworkspace_idtext
Only for accounts that use workspaces. Leave blank for the primary workspace, which is what an account without workspaces has.

Outputs

One Freshservice ticket.

approval_statusnumber
Approval status as a number, when one applies.
approval_status_nametext
That approval status in words.
attachmentslist
Files attached to the ticket.
categorytext
Category the ticket is filed under.
cc_emailslist
Addresses copied on the ticket's emails.
created_attext
When the ticket was created, in UTC.
created_within_business_hourstrue/false
True when the ticket was raised inside the account's business hours.
custom_fieldsobject
The account's own custom fields on this record, keyed by field name.
deletedtrue/false
True when the ticket has been deleted.
department_idnumber
ID of the department the ticket belongs to.
descriptiontext
Description of the ticket, as HTML.
description_texttext
The same description with the HTML stripped out.
due_bytext
When the ticket is due for resolution, in UTC.
email_config_idnumber
ID of the support email the ticket came in on.
fr_due_bytext
When the first response is due, in UTC.
fr_escalatedtrue/false
True once the first-response SLA has been breached.
fwd_emailslist
Addresses the ticket has been forwarded to.
group_idnumber
ID of the agent group the ticket sits in.
idnumber
The ticket's number — the one in its web address, and the ID every other ticket action takes.
impactnumber
Impact as a number: 1 Low, 2 Medium, 3 High.
is_escalatedtrue/false
True once the resolution SLA has been breached.
item_categorytext
Item within the sub-category.
prioritynumber
Priority as a number: 1 Low, 2 Medium, 3 High, 4 Urgent.
reply_cc_emailslist
Addresses copied on replies.
requested_for_idnumber
ID of the person the service request is for, when that differs from the requester.
requester_idnumber
ID of the requester the ticket was raised for.
resolution_notestext
Resolution notes, as HTML.
resolution_notes_htmltext
Resolution notes, as HTML.
responder_idnumber
ID of the agent the ticket is assigned to.
sla_policy_idnumber
ID of the SLA policy applied to the ticket.
sourcenumber
How the ticket arrived, as a number: 1 Email, 2 Portal, 3 Phone, 4 Chat, 9 Walk-up, 10 Slack, 15 MS Teams, and so on.
spamtrue/false
True when the ticket has been marked as spam.
statusnumber
Status as a number: 2 Open, 3 Pending, 4 Resolved, 5 Closed. An account with custom statuses can return other numbers.
sub_categorytext
Sub-category of the category.
subjecttext
Subject line of the ticket.
tagslist
Tags on the ticket. Only present when 'tags' was asked for as an embed.
to_emailslist
Addresses the original email was sent to.
typetext
The kind of ticket, such as 'Incident'.
updated_attext
When the ticket last changed, in UTC.
urgencynumber
Urgency as a number: 1 Low, 2 Medium, 3 High.
workspace_idnumber
ID of the workspace the ticket belongs to.
Example output
{
  "category": "Hardware",
  "cc_emails": [],
  "created_at": "2026-09-16T09:30:00Z",
  "custom_fields": {},
  "deleted": false,
  "department_id": 21000114444,
  "description": "<div>It stopped charging overnight.</div>",
  "description_text": "It stopped charging overnight.",
  "due_by": "2026-09-19T12:00:00Z",
  "fr_due_by": "2026-09-17T12:00:00Z",
  "fr_escalated": false,
  "group_id": 21000205442,
  "id": 12,
  "impact": 1,
  "is_escalated": false,
  "priority": 3,
  "requester_id": 21000418017,
  "responder_id": 21000418001,
  "source": 2,
  "spam": false,
  "status": 2,
  "sub_category": "Laptop",
  "subject": "Laptop will not start",
  "tags": [
    "hardware"
  ],
  "type": "Incident",
  "updated_at": "2026-09-16T09:30:00Z",
  "urgency": 2,
  "workspace_id": 2
}

Delete a ticket

Delete a Freshservice ticket. It goes to the deleted view rather than disappearing, and can be restored there.

Inputs

Ticket IDticket_idtextRequired
Which ticket to delete. This is the number in the ticket's web address (12 in https://acme.freshservice.com/a/tickets/12), and you can paste the whole address instead.

Outputs

Confirmation that the ticket was deleted. Freshservice answers a delete with no content at all, so this is built from the request.

deletedtrue/false
Always true — the delete was accepted.
idnumber
The ticket that was deleted.
Example output
{
  "deleted": true,
  "id": 12
}

Get a requester

Read one Freshservice requester by their ID.

Inputs

Requester IDrequester_idtextRequired
The requester's numeric Freshservice ID. Use 'List requesters' to find one, or paste the requester's web address.

Outputs

One requester — somebody who can raise tickets.

activetrue/false
True when the requester is active.
addresstext
Postal address.
background_informationtext
Free-text notes about them.
can_see_all_tickets_from_associated_departmentstrue/false
True when they can see every ticket raised by their departments.
created_attext
When the requester was created, in UTC.
custom_fieldsobject
The account's own custom fields on this record, keyed by field name.
department_idslist
IDs of the departments they belong to.
first_nametext
Given name.
has_logged_intrue/false
True once they have signed in to the portal.
idnumber
The requester's ID, which ticket actions take.
is_agenttrue/false
True when this person is also an agent.
job_titletext
Job title.
languagetext
Their language code, such as 'en'.
last_nametext
Family name.
location_idnumber
ID of the location they work at.
mobile_phone_numbertext
Mobile phone number.
primary_emailtext
Primary email address.
reporting_manager_idnumber
ID of their reporting manager.
secondary_emailslist
Any additional email addresses.
time_formattext
Either '12h' or '24h'.
time_zonetext
Their time zone, such as 'Eastern Time (US & Canada)'.
updated_attext
When the requester last changed, in UTC.
work_phone_numbertext
Work phone number.
Example output
{
  "active": true,
  "address": null,
  "background_information": null,
  "can_see_all_tickets_from_associated_departments": false,
  "created_at": "2026-09-01T08:00:00Z",
  "custom_fields": {},
  "department_ids": [
    21000114444
  ],
  "first_name": "Sam",
  "has_logged_in": true,
  "id": 21000418017,
  "is_agent": false,
  "job_title": "Designer",
  "language": "en",
  "last_name": "Rivera",
  "location_id": 21000331414,
  "mobile_phone_number": null,
  "primary_email": "sam.rivera@example.com",
  "reporting_manager_id": null,
  "secondary_emails": [],
  "time_format": "12h",
  "time_zone": "Eastern Time (US & Canada)",
  "updated_at": "2026-09-16T09:30:00Z",
  "work_phone_number": "5550100"
}

Get a ticket

Read one Freshservice ticket by its ID.

Inputs

Ticket IDticket_idtextRequired
Which ticket to read. This is the number in the ticket's web address (12 in https://acme.freshservice.com/a/tickets/12), and you can paste the whole address instead.
Also fetchincludetext
Extra details to pull into the ticket: its tags, its requester, its stats. Each one costs an extra API credit, so pick only what the workflow uses.One or more of: tags, conversations, requester, requested_for (Requested for), stats, problem, assets, impacted_services (Impacted services), change, changes, and 10 more.

Outputs

One Freshservice ticket.

approval_statusnumber
Approval status as a number, when one applies.
approval_status_nametext
That approval status in words.
attachmentslist
Files attached to the ticket.
categorytext
Category the ticket is filed under.
cc_emailslist
Addresses copied on the ticket's emails.
created_attext
When the ticket was created, in UTC.
created_within_business_hourstrue/false
True when the ticket was raised inside the account's business hours.
custom_fieldsobject
The account's own custom fields on this record, keyed by field name.
deletedtrue/false
True when the ticket has been deleted.
department_idnumber
ID of the department the ticket belongs to.
descriptiontext
Description of the ticket, as HTML.
description_texttext
The same description with the HTML stripped out.
due_bytext
When the ticket is due for resolution, in UTC.
email_config_idnumber
ID of the support email the ticket came in on.
fr_due_bytext
When the first response is due, in UTC.
fr_escalatedtrue/false
True once the first-response SLA has been breached.
fwd_emailslist
Addresses the ticket has been forwarded to.
group_idnumber
ID of the agent group the ticket sits in.
idnumber
The ticket's number — the one in its web address, and the ID every other ticket action takes.
impactnumber
Impact as a number: 1 Low, 2 Medium, 3 High.
is_escalatedtrue/false
True once the resolution SLA has been breached.
item_categorytext
Item within the sub-category.
prioritynumber
Priority as a number: 1 Low, 2 Medium, 3 High, 4 Urgent.
reply_cc_emailslist
Addresses copied on replies.
requested_for_idnumber
ID of the person the service request is for, when that differs from the requester.
requester_idnumber
ID of the requester the ticket was raised for.
resolution_notestext
Resolution notes, as HTML.
resolution_notes_htmltext
Resolution notes, as HTML.
responder_idnumber
ID of the agent the ticket is assigned to.
sla_policy_idnumber
ID of the SLA policy applied to the ticket.
sourcenumber
How the ticket arrived, as a number: 1 Email, 2 Portal, 3 Phone, 4 Chat, 9 Walk-up, 10 Slack, 15 MS Teams, and so on.
spamtrue/false
True when the ticket has been marked as spam.
statusnumber
Status as a number: 2 Open, 3 Pending, 4 Resolved, 5 Closed. An account with custom statuses can return other numbers.
sub_categorytext
Sub-category of the category.
subjecttext
Subject line of the ticket.
tagslist
Tags on the ticket. Only present when 'tags' was asked for as an embed.
to_emailslist
Addresses the original email was sent to.
typetext
The kind of ticket, such as 'Incident'.
updated_attext
When the ticket last changed, in UTC.
urgencynumber
Urgency as a number: 1 Low, 2 Medium, 3 High.
workspace_idnumber
ID of the workspace the ticket belongs to.
Example output
{
  "category": "Hardware",
  "cc_emails": [],
  "created_at": "2026-09-16T09:30:00Z",
  "custom_fields": {},
  "deleted": false,
  "department_id": 21000114444,
  "description": "<div>It stopped charging overnight.</div>",
  "description_text": "It stopped charging overnight.",
  "due_by": "2026-09-19T12:00:00Z",
  "fr_due_by": "2026-09-17T12:00:00Z",
  "fr_escalated": false,
  "group_id": 21000205442,
  "id": 12,
  "impact": 1,
  "is_escalated": false,
  "priority": 3,
  "requester_id": 21000418017,
  "responder_id": 21000418001,
  "source": 2,
  "spam": false,
  "status": 2,
  "sub_category": "Laptop",
  "subject": "Laptop will not start",
  "tags": [
    "hardware"
  ],
  "type": "Incident",
  "updated_at": "2026-09-16T09:30:00Z",
  "urgency": 2,
  "workspace_id": 2
}

Get an agent

Read one Freshservice agent by their ID.

Inputs

Agent IDagent_idtextRequired
The agent's numeric Freshservice ID. Use 'List agents' to find one, or paste the agent's web address.

Outputs

One agent — somebody who works on tickets.

activetrue/false
True when the agent is active.
addresstext
Postal address.
background_informationtext
Free-text notes about them.
can_see_all_tickets_from_associated_departmentstrue/false
True when they can see every ticket raised by their departments.
created_attext
When the agent was created, in UTC.
custom_fieldsobject
The account's own custom fields on this record, keyed by field name.
department_idslist
IDs of the departments they belong to.
emailtext
Email address.
first_nametext
Given name.
has_logged_intrue/false
True once they have signed in.
idnumber
The agent's ID, which ticket actions take.
job_titletext
Job title.
languagetext
Their language code, such as 'en'.
last_active_attext
When they were last active, in UTC.
last_login_attext
When they last signed in, in UTC.
last_nametext
Family name.
location_idnumber
ID of the location they work at.
member_oflist
IDs of the agent groups they belong to.
member_of_pending_approvallist
Group memberships still waiting for approval.
mobile_phone_numbertext
Mobile phone number.
observer_oflist
IDs of the agent groups they observe.
observer_of_pending_approvallist
Group observerships still waiting for approval.
occasionaltrue/false
True for an occasional agent rather than a full-time one.
reporting_manager_idnumber
ID of their reporting manager.
roleslist
Their roles, each with a role_id, an assignment_scope and any groups.
scoreboard_level_idnumber
Their gamification level, when one applies.
time_formattext
Either '12h' or '24h'.
time_zonetext
Their time zone.
updated_attext
When the agent last changed, in UTC.
work_phone_numbertext
Work phone number.
Example output
{
  "active": true,
  "can_see_all_tickets_from_associated_departments": false,
  "created_at": "2025-11-02T08:00:00Z",
  "custom_fields": {},
  "department_ids": [],
  "email": "alex.chen@example.com",
  "first_name": "Alex",
  "has_logged_in": true,
  "id": 21000418001,
  "job_title": "Service desk analyst",
  "language": "en",
  "last_active_at": "2026-09-16T09:29:00Z",
  "last_login_at": "2026-09-16T08:55:00Z",
  "last_name": "Chen",
  "location_id": 21000331414,
  "member_of": [
    21000205442
  ],
  "mobile_phone_number": null,
  "observer_of": [],
  "occasional": false,
  "reporting_manager_id": null,
  "roles": [
    {
      "assignment_scope": "member_groups",
      "role_id": 21000150274
    }
  ],
  "time_format": "24h",
  "time_zone": "Eastern Time (US & Canada)",
  "updated_at": "2026-09-16T08:55:00Z",
  "work_phone_number": "5550111"
}

List a ticket's conversations

List every reply and note on a Freshservice ticket.

Inputs

Ticket IDticket_idtextRequired
Which ticket to read the conversation of. This is the number in the ticket's web address (12 in https://acme.freshservice.com/a/tickets/12), and you can paste the whole address instead.
Results per pageper_pagenumber
How many conversations to return on one page, from 1 to 100. Leave blank for Freshservice's default of 30.From 1 to 100.
Pagepagenumber
Which page of results to return. Leave blank for the first page.From 1 to 500.

Outputs

A page of conversations.

conversationslist
The conversations on this page.
countnumber
How many conversations came back on this page.
has_moretrue/false
True when Freshservice says another page follows this one.
pagenumber
Which page this is. The first page is 1.
per_pagenumber
The page size that was asked for, or null for Freshservice's default of 30.
Example output
{
  "conversations": [
    {
      "attachments": [],
      "bcc_emails": [],
      "body": "<div>We have ordered a replacement charger.</div>",
      "body_text": "We have ordered a replacement charger.",
      "cc_emails": [],
      "created_at": "2026-09-16T10:05:00Z",
      "id": 21000167412,
      "incoming": false,
      "private": true,
      "ticket_id": 12,
      "to_emails": [],
      "updated_at": "2026-09-16T10:05:00Z",
      "user_id": 21000418001
    }
  ],
  "count": 1,
  "has_more": false,
  "page": 1,
  "per_page": 30
}

List a ticket's tasks

List the tasks on a Freshservice ticket.

Inputs

Ticket IDticket_idtextRequired
Which ticket to list the tasks of. This is the number in the ticket's web address (12 in https://acme.freshservice.com/a/tickets/12), and you can paste the whole address instead.
Results per pageper_pagenumber
How many tasks to return on one page, from 1 to 100. Leave blank for Freshservice's default of 30.From 1 to 100.
Pagepagenumber
Which page of results to return. Leave blank for the first page.From 1 to 500.

Outputs

A page of tasks.

countnumber
How many tasks came back on this page.
has_moretrue/false
True when Freshservice says another page follows this one.
pagenumber
Which page this is. The first page is 1.
per_pagenumber
The page size that was asked for, or null for Freshservice's default of 30.
taskslist
The tasks on this page.
Example output
{
  "count": 1,
  "has_more": false,
  "page": 1,
  "per_page": 30,
  "tasks": [
    {
      "agent_id": 21000418001,
      "closed_at": null,
      "created_at": "2026-09-16T10:10:00Z",
      "deleted": false,
      "description": "Raise it with the hardware supplier.",
      "due_date": "2026-09-19T12:00:00Z",
      "group_id": 21000205442,
      "id": 21000012345,
      "notify_before": 3600,
      "status": 1,
      "title": "Order a replacement charger",
      "updated_at": "2026-09-16T10:10:00Z",
      "workspace_id": 2
    }
  ]
}

List agent groups

List the agent groups tickets can be assigned to.

Inputs

Workspace IDworkspace_idtext
Only for accounts that use workspaces. Leave blank for the primary workspace, which is what an account without workspaces has.
Results per pageper_pagenumber
How many groups to return on one page, from 1 to 100. Leave blank for Freshservice's default of 30.From 1 to 100.
Pagepagenumber
Which page of results to return. Leave blank for the first page.From 1 to 500.

Outputs

A page of agent groups.

countnumber
How many agent groups came back on this page.
groupslist
The agent groups on this page.
has_moretrue/false
True when Freshservice says another page follows this one.
pagenumber
Which page this is. The first page is 1.
per_pagenumber
The page size that was asked for, or null for Freshservice's default of 30.
Example output
{
  "count": 1,
  "groups": [
    {
      "approval_required": false,
      "auto_ticket_assign": true,
      "business_hours_id": 21000009999,
      "created_at": "2025-11-02T08:00:00Z",
      "description": "First line support.",
      "escalate_to": 21000418001,
      "id": 21000205442,
      "members": [
        21000418001
      ],
      "name": "Service desk",
      "observers": [],
      "restricted": false,
      "unassigned_for": "30m",
      "updated_at": "2026-02-10T11:20:00Z",
      "workspace_id": 2
    }
  ],
  "has_more": false,
  "page": 1,
  "per_page": 30
}

List agents

List the agents who work on tickets. Needs an API key whose agent may manage agents.

Inputs

Email addressemailtext
Only the agent with this email address.
Work phonework_phone_numbertext
Only agents with this work phone number.
Mobile phonemobile_phone_numbertext
Only agents with this mobile number.
Active or deactivatedactivetext
Leave blank for both.One of: true (Active agents only), false (Deactivated agents only).
Agent typestatetext
Leave blank for both full-time and occasional agents.One of: fulltime (Full-time agents), occasional (Occasional agents).
Results per pageper_pagenumber
How many agents to return on one page, from 1 to 100. Leave blank for Freshservice's default of 30.From 1 to 100.
Pagepagenumber
Which page of results to return. Leave blank for the first page.From 1 to 500.

Outputs

A page of agents.

agentslist
The agents on this page.
countnumber
How many agents came back on this page.
has_moretrue/false
True when Freshservice says another page follows this one.
pagenumber
Which page this is. The first page is 1.
per_pagenumber
The page size that was asked for, or null for Freshservice's default of 30.
Example output
{
  "agents": [
    {
      "active": true,
      "can_see_all_tickets_from_associated_departments": false,
      "created_at": "2025-11-02T08:00:00Z",
      "custom_fields": {},
      "department_ids": [],
      "email": "alex.chen@example.com",
      "first_name": "Alex",
      "has_logged_in": true,
      "id": 21000418001,
      "job_title": "Service desk analyst",
      "language": "en",
      "last_active_at": "2026-09-16T09:29:00Z",
      "last_login_at": "2026-09-16T08:55:00Z",
      "last_name": "Chen",
      "location_id": 21000331414,
      "member_of": [
        21000205442
      ],
      "mobile_phone_number": null,
      "observer_of": [],
      "occasional": false,
      "reporting_manager_id": null,
      "roles": [
        {
          "assignment_scope": "member_groups",
          "role_id": 21000150274
        }
      ],
      "time_format": "24h",
      "time_zone": "Eastern Time (US & Canada)",
      "updated_at": "2026-09-16T08:55:00Z",
      "work_phone_number": "5550111"
    }
  ],
  "count": 1,
  "has_more": false,
  "page": 1,
  "per_page": 30
}

List departments

List the departments requesters and tickets belong to.

Inputs

Workspace IDworkspace_idtext
Only for accounts that use workspaces. Leave blank for the primary workspace, which is what an account without workspaces has.
Results per pageper_pagenumber
How many departments to return on one page, from 1 to 100. Leave blank for Freshservice's default of 30.From 1 to 100.
Pagepagenumber
Which page of results to return. Leave blank for the first page.From 1 to 500.

Outputs

A page of departments.

countnumber
How many departments came back on this page.
departmentslist
The departments on this page.
has_moretrue/false
True when Freshservice says another page follows this one.
pagenumber
Which page this is. The first page is 1.
per_pagenumber
The page size that was asked for, or null for Freshservice's default of 30.
Example output
{
  "count": 1,
  "departments": [
    {
      "created_at": "2025-11-02T08:00:00Z",
      "custom_fields": {},
      "description": "Product design.",
      "domains": [
        "design.example.com"
      ],
      "head_user_id": 21000418017,
      "id": 21000114444,
      "name": "Design",
      "prime_user_id": null,
      "updated_at": "2026-02-10T11:20:00Z",
      "workspace_id": 2
    }
  ],
  "has_more": false,
  "page": 1,
  "per_page": 30
}

List locations

List the sites people and assets belong to.

Inputs

Workspace IDworkspace_idtext
Only for accounts that use workspaces. Leave blank for the primary workspace, which is what an account without workspaces has.
Results per pageper_pagenumber
How many locations to return on one page, from 1 to 100. Leave blank for Freshservice's default of 30.From 1 to 100.
Pagepagenumber
Which page of results to return. Leave blank for the first page.From 1 to 500.

Outputs

A page of locations.

countnumber
How many locations came back on this page.
has_moretrue/false
True when Freshservice says another page follows this one.
locationslist
The locations on this page.
pagenumber
Which page this is. The first page is 1.
per_pagenumber
The page size that was asked for, or null for Freshservice's default of 30.
Example output
{
  "count": 1,
  "has_more": false,
  "locations": [
    {
      "address": {
        "city": "Portland",
        "country": "USA",
        "line1": "100 Main Street",
        "line2": null,
        "state": "Oregon",
        "zipcode": "97201"
      },
      "contact_name": "Alex Chen",
      "created_at": "2025-11-02T08:00:00Z",
      "email": "facilities@example.com",
      "id": 21000331414,
      "name": "Portland office",
      "parent_location_id": null,
      "phone": "5550123",
      "primary": true,
      "primary_contact_id": 21000418001,
      "updated_at": "2026-02-10T11:20:00Z",
      "workspace_id": 2
    }
  ],
  "page": 1,
  "per_page": 30
}

List requesters

Find requesters by email, phone number or a search query.

Inputs

Email addressemailtext
Only the requester with this email address.
Work phonework_phone_numbertext
Only requesters with this work phone number.
Mobile phonemobile_phone_numbertext
Only requesters with this mobile number.
Queryquerytext
A Freshservice filter query over first_name, last_name, name, job_title, primary_email, work_phone_number, mobile_phone_number, department_id, reporting_manager_id, time_zone, language, location_id and created_at, for example job_title:'Designer', or ~[first_name|last_name]:'ann' to search for names starting with 'ann'. A query always returns 30 per page, and a requester created moments ago may not be indexed yet.
Include agentsinclude_agentstrue/false
Turn on to include agents in the results. Only an API key whose agent may manage agents can ask for this.
Results per pageper_pagenumber
How many requesters to return on one page, from 1 to 100. Leave blank for Freshservice's default of 30.From 1 to 100.
Pagepagenumber
Which page of results to return. Leave blank for the first page.From 1 to 500.

Outputs

A page of requesters.

countnumber
How many requesters came back on this page.
has_moretrue/false
True when Freshservice says another page follows this one.
pagenumber
Which page this is. The first page is 1.
per_pagenumber
The page size that was asked for, or null for Freshservice's default of 30.
requesterslist
The requesters on this page.
Example output
{
  "count": 1,
  "has_more": false,
  "page": 1,
  "per_page": 30,
  "requesters": [
    {
      "active": true,
      "address": null,
      "background_information": null,
      "can_see_all_tickets_from_associated_departments": false,
      "created_at": "2026-09-01T08:00:00Z",
      "custom_fields": {},
      "department_ids": [
        21000114444
      ],
      "first_name": "Sam",
      "has_logged_in": true,
      "id": 21000418017,
      "is_agent": false,
      "job_title": "Designer",
      "language": "en",
      "last_name": "Rivera",
      "location_id": 21000331414,
      "mobile_phone_number": null,
      "primary_email": "sam.rivera@example.com",
      "reporting_manager_id": null,
      "secondary_emails": [],
      "time_format": "12h",
      "time_zone": "Eastern Time (US & Canada)",
      "updated_at": "2026-09-16T09:30:00Z",
      "work_phone_number": "5550100"
    }
  ]
}

List tickets

List tickets from the past 30 days, or older ones with 'Updated since'.

Inputs

Predefined viewticket_filtertext
One of Freshservice's own views. Leave blank for all tickets that are neither deleted nor spam.One of: new_and_my_open (New and my open tickets), watching (Tickets I am watching), spam (Tickets marked as spam), deleted (Deleted tickets).
Requester IDrequester_idtext
Only tickets raised for this requester's numeric ID.
Requester emailemailtext
Only tickets raised for this email address.
Ticket typeticket_typetext
Only incidents, or only service requests.One of: Incident, Service Request.
Updated sinceupdated_sincedate and time
Only tickets touched since this moment. This is also how to reach tickets older than 30 days.
Sort orderorder_typetext
Which way round to return them.One of: asc (Oldest first), desc (Newest first).
Also fetchincludetext
Extra details to pull into every ticket on the page. Each one costs two extra API credits per page.One or more of: requester, requested_for (Requested for), stats, tags, department, created_by (Created by), onboarding_context (Onboarding context), offboarding_context (Offboarding context), skill, skillset.
Workspace IDworkspace_idtext
Only for accounts that use workspaces. Leave blank for the primary workspace, which is what an account without workspaces has.
Results per pageper_pagenumber
How many tickets to return on one page, from 1 to 100. Leave blank for Freshservice's default of 30.From 1 to 100.
Pagepagenumber
Which page of results to return. Leave blank for the first page.From 1 to 500.

Outputs

A page of tickets.

countnumber
How many tickets came back on this page.
has_moretrue/false
True when Freshservice says another page follows this one.
pagenumber
Which page this is. The first page is 1.
per_pagenumber
The page size that was asked for, or null for Freshservice's default of 30.
ticketslist
The tickets on this page.
Example output
{
  "count": 1,
  "has_more": false,
  "page": 1,
  "per_page": 30,
  "tickets": [
    {
      "category": "Hardware",
      "cc_emails": [],
      "created_at": "2026-09-16T09:30:00Z",
      "custom_fields": {},
      "deleted": false,
      "department_id": 21000114444,
      "description": "<div>It stopped charging overnight.</div>",
      "description_text": "It stopped charging overnight.",
      "due_by": "2026-09-19T12:00:00Z",
      "fr_due_by": "2026-09-17T12:00:00Z",
      "fr_escalated": false,
      "group_id": 21000205442,
      "id": 12,
      "impact": 1,
      "is_escalated": false,
      "priority": 3,
      "requester_id": 21000418017,
      "responder_id": 21000418001,
      "source": 2,
      "spam": false,
      "status": 2,
      "sub_category": "Laptop",
      "subject": "Laptop will not start",
      "tags": [
        "hardware"
      ],
      "type": "Incident",
      "updated_at": "2026-09-16T09:30:00Z",
      "urgency": 2,
      "workspace_id": 2
    }
  ]
}

Reply to a ticket

Send a public reply on a ticket. Freshservice emails it to the requester.

Inputs

Ticket IDticket_idtextRequired
Which ticket to reply to. This is the number in the ticket's web address (12 in https://acme.freshservice.com/a/tickets/12), and you can paste the whole address instead.
ReplybodytextRequired
What to say. Freshservice stores this as HTML, so plain text arrives as one paragraph.
Send fromfrom_emailtext
Which of your support addresses to send from. Leave blank for the account's main one.
Reply as agent IDauthor_idtext
The numeric ID of the agent the reply should come from. Leave blank for the agent whose API key this connection uses.
Copy tocc_emailslist
Email addresses to copy on the ticket's emails.
Blind copy tobcc_emailslist
Email addresses to blind-copy on the reply.

Outputs

One reply or note on a ticket.

attachmentslist
Files attached to the entry.
bcc_emailslist
Addresses blind-copied on it.
bodytext
The message, as HTML.
body_texttext
The same message with the HTML stripped out.
cc_emailslist
Addresses copied on it.
created_attext
When the entry was added, in UTC.
from_emailtext
The address a reply was sent from.
idnumber
The conversation entry's ID.
incomingtrue/false
True when the entry came from outside the portal.
privatetrue/false
True for a note only agents can see. Replies are never private.
sourcenumber
How the entry arrived, as a number.
support_emailtext
The support address a note is attributed to.
ticket_idnumber
The ticket this entry belongs to.
to_emailslist
Addresses the entry was sent to.
updated_attext
When the entry last changed, in UTC.
user_idnumber
ID of the agent or requester who added it.
Example output
{
  "attachments": [],
  "bcc_emails": [],
  "body": "<div>We have ordered a replacement charger.</div>",
  "body_text": "We have ordered a replacement charger.",
  "cc_emails": [],
  "created_at": "2026-09-16T10:05:00Z",
  "id": 21000167412,
  "incoming": false,
  "private": true,
  "ticket_id": 12,
  "to_emails": [],
  "updated_at": "2026-09-16T10:05:00Z",
  "user_id": 21000418001
}

Search tickets

Find tickets with a Freshservice filter query, such as status:2 AND priority:4.

Inputs

QueryquerytextRequired
A Freshservice filter query. Numbers go bare and text in single quotes: status:2 AND priority:4, group_id:12 OR tag:'vip', created_at:>'2026-01-01'. You can filter on requester_id, email, agent_id, group_id, priority, status, impact, urgency, tag, due_by, fr_due_by, created_at and updated_at, and combine them with AND, OR and brackets. Leave the outer double quotes off; they are added for you.
Workspace IDworkspace_idtext
Only for accounts that use workspaces. Leave blank for the primary workspace, which is what an account without workspaces has.
Pagepagenumber
Which page of results to return. Leave blank for the first page.From 1 to 500.

Outputs

A page of matching tickets.

countnumber
How many matching tickets came back on this page.
has_moretrue/false
True when Freshservice says another page follows this one.
pagenumber
Which page this is. The first page is 1.
per_pagenumber
The page size that was asked for, or null for Freshservice's default of 30.
ticketslist
The matching tickets on this page.
totalnumber
How many records match the query in total, across every page.
Example output
{
  "count": 1,
  "has_more": false,
  "page": 1,
  "per_page": 30,
  "tickets": [
    {
      "category": "Hardware",
      "cc_emails": [],
      "created_at": "2026-09-16T09:30:00Z",
      "custom_fields": {},
      "deleted": false,
      "department_id": 21000114444,
      "description": "<div>It stopped charging overnight.</div>",
      "description_text": "It stopped charging overnight.",
      "due_by": "2026-09-19T12:00:00Z",
      "fr_due_by": "2026-09-17T12:00:00Z",
      "fr_escalated": false,
      "group_id": 21000205442,
      "id": 12,
      "impact": 1,
      "is_escalated": false,
      "priority": 3,
      "requester_id": 21000418017,
      "responder_id": 21000418001,
      "source": 2,
      "spam": false,
      "status": 2,
      "sub_category": "Laptop",
      "subject": "Laptop will not start",
      "tags": [
        "hardware"
      ],
      "type": "Incident",
      "updated_at": "2026-09-16T09:30:00Z",
      "urgency": 2,
      "workspace_id": 2
    }
  ],
  "total": 1
}

Update a requester

Change a Freshservice requester's details.

Inputs

Requester IDrequester_idtextRequired
The requester's numeric Freshservice ID. Use 'List requesters' to find one, or paste the requester's web address.
First namefirst_nametext
A new given name for the requester. Leave blank to keep theirs.
Last namelast_nametext
The requester's family name.
Email addressprimary_emailtext
Their main email address. Freshservice needs one of email, work phone or mobile phone.
Work phonework_phone_numbertext
Their work phone number.
Mobile phonemobile_phone_numbertext
Their mobile phone number.
Job titlejob_titletext
What they do.
Other email addressessecondary_emailslist
Any additional addresses tickets may arrive from.
Departmentsdepartment_idslist
The departments this person belongs to. Choose any number of them; numeric IDs also work.
Can see their departments' ticketscan_see_all_tickets_from_associated_departmentstrue/false
Turn on to let them see every ticket raised by their departments. Freshservice turns this off on any update that does not explicitly turn it on, so leave it on for somebody who already has it.
Reporting manager IDreporting_manager_idtext
The numeric ID of the requester or agent they report to.
Locationlocation_idtext
The site this person works at. Its numeric ID also works.
Addressaddresstext
Their postal address.
Time zonetime_zonetext
Their time zone, spelled the way Freshservice spells it, such as 'Eastern Time (US & Canada)'. Leave blank for the account's.
Clocktime_formattext
Whether they see times on a 12- or 24-hour clock.One of: 12h (12-hour clock), 24h (24-hour clock).
Languagelanguagetext
Their language code, such as 'en'. Leave blank for English.
Background informationbackground_informationtext
Anything an agent should know about this person.
Custom fieldscustom_fieldsobject
Your account's own requester fields, as name-and-value pairs.

Outputs

One requester — somebody who can raise tickets.

activetrue/false
True when the requester is active.
addresstext
Postal address.
background_informationtext
Free-text notes about them.
can_see_all_tickets_from_associated_departmentstrue/false
True when they can see every ticket raised by their departments.
created_attext
When the requester was created, in UTC.
custom_fieldsobject
The account's own custom fields on this record, keyed by field name.
department_idslist
IDs of the departments they belong to.
first_nametext
Given name.
has_logged_intrue/false
True once they have signed in to the portal.
idnumber
The requester's ID, which ticket actions take.
is_agenttrue/false
True when this person is also an agent.
job_titletext
Job title.
languagetext
Their language code, such as 'en'.
last_nametext
Family name.
location_idnumber
ID of the location they work at.
mobile_phone_numbertext
Mobile phone number.
primary_emailtext
Primary email address.
reporting_manager_idnumber
ID of their reporting manager.
secondary_emailslist
Any additional email addresses.
time_formattext
Either '12h' or '24h'.
time_zonetext
Their time zone, such as 'Eastern Time (US & Canada)'.
updated_attext
When the requester last changed, in UTC.
work_phone_numbertext
Work phone number.
Example output
{
  "active": true,
  "address": null,
  "background_information": null,
  "can_see_all_tickets_from_associated_departments": false,
  "created_at": "2026-09-01T08:00:00Z",
  "custom_fields": {},
  "department_ids": [
    21000114444
  ],
  "first_name": "Sam",
  "has_logged_in": true,
  "id": 21000418017,
  "is_agent": false,
  "job_title": "Designer",
  "language": "en",
  "last_name": "Rivera",
  "location_id": 21000331414,
  "mobile_phone_number": null,
  "primary_email": "sam.rivera@example.com",
  "reporting_manager_id": null,
  "secondary_emails": [],
  "time_format": "12h",
  "time_zone": "Eastern Time (US & Canada)",
  "updated_at": "2026-09-16T09:30:00Z",
  "work_phone_number": "5550100"
}

Update a ticket

Change a Freshservice ticket: its status, priority, assignment or fields.

Inputs

Ticket IDticket_idtextRequired
Which ticket to change. This is the number in the ticket's web address (12 in https://acme.freshservice.com/a/tickets/12), and you can paste the whole address instead.
Statusstatustext
Move the ticket to this status. Leave blank to leave it alone.One of: 2 (Open), 3 (Pending), 4 (Resolved), 5 (Closed).
Priorityprioritytext
Change the priority. Leave blank to leave it alone.One of: 1 (Low), 2 (Medium), 3 (High), 4 (Urgent).
Subjectsubjecttext
A new subject line. Leave blank to keep the current one.
Descriptiondescriptiontext
Rewrite the ticket's description. Leave blank to keep it; to add to the conversation instead, use 'Reply to a ticket' or 'Add a note'.
Sourcesourcetext
Where the ticket came from. Leave blank for Portal.One of: 1 (Email), 2 (Portal), 3 (Phone), 4 (Chat), 5 (Feedback widget), 6 (Yammer), 7 (AWS CloudWatch), 8 (PagerDuty), 9 (Walk-up), 10 (Slack), and 6 more.
Urgencyurgencytext
How quickly the requester needs this dealt with.One of: 1 (Low), 2 (Medium), 3 (High).
Impactimpacttext
How widely the issue is felt.One of: 1 (Low), 2 (Medium), 3 (High).
Move to requester IDrequester_idtext
Hand the ticket to a different requester, by numeric ID.
Assign to agentresponder_idtext
The agent's numeric ID. Use 'List agents' to find one. Leave blank to let Freshservice's own assignment rules decide.
Agent groupgroup_idtext
The group this is assigned to. Its numeric ID also works.
Departmentdepartment_idtext
The department the ticket belongs to. Its numeric ID also works.
Categorycategorytext
Category to file the ticket under, exactly as it is spelled in Freshservice.
Sub-categorysub_categorytext
Sub-category within the category.
Itemitem_categorytext
Item within the sub-category.
Resolution duedue_bydate and time
A new resolution deadline. Leave blank to keep the current one.
First response duefr_due_bydate and time
A new first-response deadline. Leave blank to keep the current one.
Tagstagslist
The complete set of tags the ticket should end up with. Freshservice replaces rather than adds, so list the ones to keep as well, and leave this blank to leave the tags alone.
Copy tocc_emailslist
The complete set of addresses copied on the ticket. This replaces the current list rather than adding to it.
Custom fieldscustom_fieldsobject
Your account's own ticket fields, as name-and-value pairs. Use the field's internal name, which is what the API calls it.

Outputs

One Freshservice ticket.

approval_statusnumber
Approval status as a number, when one applies.
approval_status_nametext
That approval status in words.
attachmentslist
Files attached to the ticket.
categorytext
Category the ticket is filed under.
cc_emailslist
Addresses copied on the ticket's emails.
created_attext
When the ticket was created, in UTC.
created_within_business_hourstrue/false
True when the ticket was raised inside the account's business hours.
custom_fieldsobject
The account's own custom fields on this record, keyed by field name.
deletedtrue/false
True when the ticket has been deleted.
department_idnumber
ID of the department the ticket belongs to.
descriptiontext
Description of the ticket, as HTML.
description_texttext
The same description with the HTML stripped out.
due_bytext
When the ticket is due for resolution, in UTC.
email_config_idnumber
ID of the support email the ticket came in on.
fr_due_bytext
When the first response is due, in UTC.
fr_escalatedtrue/false
True once the first-response SLA has been breached.
fwd_emailslist
Addresses the ticket has been forwarded to.
group_idnumber
ID of the agent group the ticket sits in.
idnumber
The ticket's number — the one in its web address, and the ID every other ticket action takes.
impactnumber
Impact as a number: 1 Low, 2 Medium, 3 High.
is_escalatedtrue/false
True once the resolution SLA has been breached.
item_categorytext
Item within the sub-category.
prioritynumber
Priority as a number: 1 Low, 2 Medium, 3 High, 4 Urgent.
reply_cc_emailslist
Addresses copied on replies.
requested_for_idnumber
ID of the person the service request is for, when that differs from the requester.
requester_idnumber
ID of the requester the ticket was raised for.
resolution_notestext
Resolution notes, as HTML.
resolution_notes_htmltext
Resolution notes, as HTML.
responder_idnumber
ID of the agent the ticket is assigned to.
sla_policy_idnumber
ID of the SLA policy applied to the ticket.
sourcenumber
How the ticket arrived, as a number: 1 Email, 2 Portal, 3 Phone, 4 Chat, 9 Walk-up, 10 Slack, 15 MS Teams, and so on.
spamtrue/false
True when the ticket has been marked as spam.
statusnumber
Status as a number: 2 Open, 3 Pending, 4 Resolved, 5 Closed. An account with custom statuses can return other numbers.
sub_categorytext
Sub-category of the category.
subjecttext
Subject line of the ticket.
tagslist
Tags on the ticket. Only present when 'tags' was asked for as an embed.
to_emailslist
Addresses the original email was sent to.
typetext
The kind of ticket, such as 'Incident'.
updated_attext
When the ticket last changed, in UTC.
urgencynumber
Urgency as a number: 1 Low, 2 Medium, 3 High.
workspace_idnumber
ID of the workspace the ticket belongs to.
Example output
{
  "category": "Hardware",
  "cc_emails": [],
  "created_at": "2026-09-16T09:30:00Z",
  "custom_fields": {},
  "deleted": false,
  "department_id": 21000114444,
  "description": "<div>It stopped charging overnight.</div>",
  "description_text": "It stopped charging overnight.",
  "due_by": "2026-09-19T12:00:00Z",
  "fr_due_by": "2026-09-17T12:00:00Z",
  "fr_escalated": false,
  "group_id": 21000205442,
  "id": 12,
  "impact": 1,
  "is_escalated": false,
  "priority": 3,
  "requester_id": 21000418017,
  "responder_id": 21000418001,
  "source": 2,
  "spam": false,
  "status": 2,
  "sub_category": "Laptop",
  "subject": "Laptop will not start",
  "tags": [
    "hardware"
  ],
  "type": "Incident",
  "updated_at": "2026-09-16T09:30:00Z",
  "urgency": 2,
  "workspace_id": 2
}

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