Freshservice

The Freshservice modules allow you to monitor, list, retrieve, create/update, or delete tickets, problems, changes, releases, requesters, time entries and tasks in your Freshservice account.

Getting Started with Freshservice

Prerequisites

  • A Freshservice account

In order to use Freshservice with Make, it is necessary to have a Freshservice account. If you do not have one, you can create a Freshservice account at freshservice.com/signup.

Note

The module dialog fields that are displayed in bold (in the Make scenario, not in this documentation article) are mandatory!

To connect your Freshservice account to Make you need to obtain the API Key from your account.

1. Log in to your Freshservice account.

2. Open your Profile Settings.

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3. Copy the API Key displayed in the top-right corner.

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4. Go to Make and open the Freshservice module's Create a connection dialog.

5. Enter your Domain Name.

6. Enter the API Key you have copied in step 3 to the respective field and click the Continue button to establish the connection.

Watch Tickets

Returns ticket details when a ticket is created or updated.

Connection

Establish a connection to your Freshservice account.

Watch

Select whether you want to watch new tickets (Created Date) or updated tickets (Updated Date)

Filter By

Select the status of tickets that you want to return.

Limit

Set the maximum number of tickets Make will return during one execution cycle.

List Tickets

Returns all tickets in your account.

Connection

Establish a connection to your Freshservice account.

Filter By

Select the filter you want to use.

  • Default Filters Select whether to return new & my open tickets, tickets you are watching (Monitored), Spam, or tickets in trash (Deleted) tickets.

  • Requester email Enter the email of the ticket requester.

  • All Tickets No filter is applied.

Limit

Set the maximum number of tickets Make will return during one execution cycle.

Get Ticket

Retrieves ticket details.

Connection

Establish a connection to your Freshservice account.

Ticket ID

Select or map the ID of the ticket you want to retrieve details about.

Create Ticket

Creates a new ticket.

Connection

Establish a connection to your Freshservice account.

Requester Email

Enter (map) or select the email address of the requester. If you switch to mapping mode, the new email address can be entered.

Subject

Enter the subject of the ticket.

Description

Enter the text content of the ticket description.

Priority

Set the priority for the new ticket.

Status

Select the status of the new ticket.

Urgency

Set the ticket urgency.

Impact

Set the impact of the ticket.

Source Type

Select the channel through which the ticket was created.

Agent ID

Enter the ID of the agent to whom the ticket is assigned.

Ticket Type

Select the type of ticket.

Group

Select or enter the ID of the group to which the ticket is assigned.

Category

Select the category for the ticket.

CC Email

Enter (add) email addresses added in the 'cc' field of the incoming ticket email.

Department

Select the department of the requester.

Custom Fields

Enter the key-value pairs containing the names and values of the custom fields. Read more about customizing tickets fields.

Update Ticket

Updates ticket fields.

Connection

Establish a connection to your Freshservice account.

Ticket ID

Select or map the ID of the ticket you want to update.

Please find the descriptions of the fields in the Create Ticket section above.

Delete Ticket

Delete a specified ticket.

Connection

Establish a connection to your Freshservice account.

Ticket ID

Select or map the ID of the ticket you want to delete.

Watch Problems

Returns the details of problems when a change is created or updated.

Connection

Establish a connection to your Freshservice account.

Watch

Select whether you want to watch new problems (Created Date) or updated problems (Updated Date)

Filter By

Select the status of the problem that you want to watch.

Limit

Set the maximum number of problems Make will return during one execution cycle.

List Problems

Returns all problems in your account.

Connection

Establish a connection to your Freshservice account.

Filter By

Select the filter you want to use for the returned problems.

Limit

Set the maximum number of problems Make will return during one execution cycle.

Get Problem

Retrieves problem details.

Connection

Establish a connection to your Freshservice account.

Problem ID

Select or map the ID of the problem you want to retrieve details about.

Create Problem

Creates a new problem.

Connection

Establish a connection to your Freshservice account.

Requester Email

Enter (map) or select the email address of the requester. If you switch to mapping mode, the new email address can be entered.

Subject

Enter the subject of the problem.

Description

Enter the text content of the problem description.

Priority

Set the priority for the new problem.

Status

Select the status of the new problem.

Impact

Set the impact of the problem.

Due By

Enter the problem due by time. E.g. 2020-08-29T11:40:26+05:30. The list of supported date and time formats.

Agent ID

Enter the ID of the agent to whom the problem is assigned.

Group

Select or enter the ID of the group to which the problem is assigned.

Department

Select the department of the requester.

Category

Select the category for the problem.

Custom Fields

Enter the key-value pairs containing the names and values of the custom fields.

Update Problem

Updates problem fields.

Connection

Establish a connection to your Freshservice account.

Problem ID

Select or map the ID of the problem you want to update.

Please find the descriptions of the fields in the Create Problem section above.

Delete Problem

Delete a specified problem.

Connection

Establish a connection to your Freshservice account.

Problem ID

Select or map the ID of the problem you want to delete.

Watch Changes

Returns details when a change is created or updated.

Connection

Establish a connection to your Freshservice account.

Watch

Select whether you want to watch new changes (Created Date) or updated changes (Updated Date)

Filter By

Select the status of change that you want to watch.

Limit

Set the maximum number of changes Make will return during one execution cycle.

List Changes

Returns all changes in your account.

Connection

Establish a connection to your Freshservice account.

Filter By

Select the filter you want to use for the returned changes.

Limit

Set the maximum number of changes Make will return during one execution cycle.

Get Change

Retrieves change details.

Connection

Establish a connection to your Freshservice account.

Change ID

Select or map the ID of the change you want to retrieve details about.

Create Change

Creates a new change.

Connection

Establish a connection to your Freshservice account.

Requester Email

Enter (map) or select the email address of the requester. If you switch to mapping mode, the new email address can be entered.

Subject

Enter the subject of the change.

Description

Enter the text content for the change description.

Planned Start Date

Enter the planned start date. E.g. 2020-08-29T06:10:26.000Z.

Planned End Date

Enter the planned start date. E.g. 2021-08-29T06:10:26.000Z.

Change Type

Select the type of change.

Status

Select the status of the new change.

Priority

Set the change priority.

Impact

Set the impact of the change.

Risk

Select the risk of the change.

Group

Select or enter the ID of the group to which the change is assigned.

Agent ID

Enter the ID of the agent to whom the change is assigned.

Department

Select the department of the requester.

Category

Select the category of the change.

Custom Fields

Enter the key-value pairs containing the names and values of the custom fields.

Update Change

Updates a change.

Connection

Establish a connection to your Freshservice account.

Change ID

Select or map the ID of the change you want to update.

Please find the descriptions of the fields in the Create Change section above.

Delete Change

Deletes a change.

Connection

Establish a connection to your Freshservice account.

Change ID

Select or map the ID of the change you want to delete.

Watch Releases

Returns release details when a release is created or updated.

Connection

Establish a connection to your Freshservice account.

Watch

Select whether you want to watch new releases (Created Date) or updated releases (Updated Date)

Filter By

Select the status of releases that you want to return.

Limit

Set the maximum number of releases Make will return during one execution cycle.

List Releases

Returns all releases in your account.

Connection

Establish a connection to your Freshservice account.

Filter By

Select the filter you want to use for the returned releases.

Limit

Set the maximum number of releases Make will return during one execution cycle.

Get Release

Retrieves release details.

Connection

Establish a connection to your Freshservice account.

Release ID

Select or map the ID of the release you want to retrieve details about.

Create Release

Creates a new release.

Connection

Establish a connection to your Freshservice account.

Subject

Enter the subject of the release.

Description

Enter the text content for the release description.

Planned Start Date

Enter the planned start date. E.g. 2020-08-29T06:10:26.000Z. The list of supported date and time formats.

Planned End Date

Enter the planned end date. E.g. 2021-08-29T06:10:26.000Z. The list of supported date and time formats.

Status

Select the status of the new release.

Priority

Set the release priority.

Release Type

Select the type of release.

Group

Select or enter the ID of the team to which the release is assigned.

Agent ID

Enter the ID of the agent to whom the release is assigned.

Department

Select the department.

Category

Select the category for the release.

Custom Fields

Enter the key-value pairs containing the names and values of the custom fields.

Update Release

Updates a release.

Connection

Establish a connection to your Freshservice account.

Release ID

Select or map the ID of the release you want to update.

Please find the descriptions of the fields in the Create Release section above.

Delete Release

Deletes a release.

Connection

Establish a connection to your Freshservice account.

Release ID

Select or map the ID of the release you want to delete.

Watch Requesters

Returns requester details when a requester is created or updated.

Connection

Establish a connection to your Freshservice account.

Watch

Select whether you want to watch new requesters (Created Date) or updated requesters (Updated Date)

State

Select the requester state to filter returned requesters by.

Search by

Select whether to filter requesters by email address or phone number.

Value

Enter the email or value you want to filter returned requesters by.

Limit

Set the maximum number of requesters Make will return during one execution cycle.

List Requesters

Retrieves all requesters.

Connection

Establish a connection to your Freshservice account.

State

Select the requester state to filter returned requesters by.

Search by

Select whether to filter requesters by email address or phone number.

Value

Enter the email or value you want to filter returned requesters by.

Limit

Set the maximum number of requesters Make will return during one execution cycle.

Create Requester

Creates a new requester.

Connection

Establish a connection to your Freshservice account.

Name

Enter the requester's name.

Email Address

Enter the requester's email address.

Title

Enter the job title of the requester.

Phone Number

Enter the requester's phone number.

Mobile Phone Number

Enter the requester's mobile phone number.

Department

Select departments associated with the requester.

Address

Enter the address of the requester.

Time Zone

Select the time zone of the requester. List of Time Zones Supported in Freshservice.

Get Requester

Retrieves requester details.

Connection

Establish a connection to your Freshservice account.

Requester ID

Select or map the ID of the requester you want to retrieve details about.

Update Requester

Updates requester details.

Connection

Establish a connection to your Freshservice account.

Requester ID

Select or map the ID of the requester you want to update.

Please find the descriptions of the fields in the Create Requester section above.

Delete Requester

Deletes a requester.

Connection

Establish a connection to your Freshservice account.

Requester ID

Select or map the ID of the requester you want to delete.

Watch Time Entries

Returns time entry details when a time entry is created or updated.

Connection

Establish a connection to your Freshservice account.

Watch

Select whether you want to watch new time entries (Created Date) or updated time entries (Updated Date)

Module Name

Select the module type – whether you want to watch tickets, problems, changes or releases.

ID

Enter (map) the Ticket ID, Problem ID, Change ID or Release ID you want to watch for new time entries.

Limit

Set the maximum number of time entries Make will return during one execution cycle.

View Time Entries

Retrieves a time entry from the specified ticket, problem, change or release.

Connection

Establish a connection to your Freshservice account.

Module Name

Select the module type – whether you want to list time entries from tickets, problems, changes or releases.

ID

Enter (map) the Ticket ID, Problem ID, Change ID or Release ID you want to retrieve time entries from.

Limit

Set the maximum number of time entries Make will return during one execution cycle.

Create Time Entry

Creates a time entry for the specified module (ticket, problem, change or release).

Connection

Establish a connection to your Freshservice account.

Module Name

Select the module type – whether you want to create the time entry for a ticket, problem, change or release.

ID

Enter (map) the Ticket ID, Problem ID, Change ID or Release ID you want to create a time entry for.

Task ID

Enter (map) the task you want to create a time entry for.

Agent ID

Select or map the user to whom this time-entry is associated.

Time Running

Enable this option to set the timer as started.

Billable

Enable this option if the time entry is billable.

Time Tracking Hours

Enter the number of hours (in hh:mm format). Used to set the total time spent.

Start Time

The time at which the time-entry is added or the time of the last invoked "start-timer" action using a toggle. The list of supported date and time formats.

Update Time Entry

Updates a time entry.

Connection

Establish a connection to your Freshservice account.

Module Name

Select the module type – whether you want to update the time entry for a ticket, problem, change or release.

ID

Enter (map) the Ticket ID, Problem ID, Change ID or Release ID you want to update a time entry for.

Time Entry

Select the time entry you want to update.

Please find the descriptions of the fields in the Create Time Entry section above.

Start/Stop Timer

Starts or stops the timer for the specified time entry.

Connection

Establish a connection to your Freshservice account.

Module Name

Select the module type – whether you want to start/stop the time entry for a ticket, problem, change or release.

ID

Enter (map) the Ticket ID, Problem ID, Change ID or Release ID you want to start/stop a time entry for.

Time Entry

Select the time entry you want to start or stop the timer for.

Delete Time Entry

Deletes a specified time entry.

Connection

Establish a connection to your Freshservice account.

Module Name

Select the module type – whether you want to delete the time entry for a ticket, problem, change or release.

ID

Enter (map) the Ticket ID, Problem ID, Change ID or Release ID you want to delete a time entry for.

Time Entry

Select the time entry you want to delete.

Watch Tasks

Returns task details when a task is created or updated.

Connection

Establish a connection to your Freshservice account.

Watch

Select whether you want to watch new tasks (Created Date) or updated tasks (Updated Date)

Module Name

Select the module type – whether you want to watch tickets, problems, changes or releases for tasks.

ID

Enter (map) the Ticket ID, Problem ID, Change ID or release ID you want to watch for new/updated tasks.

Limit

Set the maximum number of tasks Make will return during one execution cycle.

List Tasks

Retrieves a task from a specified ticket, problem, change or release.

Connection

Establish a connection to your Freshservice account.

Module Name

Select the module type – whether you want to list tasks from tickets, problems, changes or releases.

ID

Enter (map) the Ticket ID, Problem ID, Change ID or Release ID you want to retrieve tasks from.

Limit

Set the maximum number of tasks Make will return during one execution cycle.

Create Task

Connection

Establish a connection to your Freshservice account.

Module Name

Select the module type – whether you want to create a task for a ticket, problem, change or release.

ID

Enter (map) the Ticket ID, Problem ID, Change ID or Release ID you want to create a task for.

Title

Enter the title for the task.

Description

Enter the description of the task.

Group

Select or map the group/team assigned to the task.

Agent ID

Enter the User ID of the assigned agent.

Due Date

Enter the due date of the task. E.g. 2020-01-06 09:41:20. The list of supported date and time formats.

Status

Set the status of the task.

Notify Before

Select the time before the due date at which agent should be notified.

Update Task

Updates an existing task.

Connection

Establish a connection to your Freshservice account.

Module Name

Select the module type – whether you want to update a task for a ticket, problem, change or release.

ID

Enter (map) the Ticket ID, Problem ID, Change ID or Release ID you want to update a task for.

Please find the descriptions of the fields in the Create Task section above.

Delete Task

Deletes a task.

Connection

Establish a connection to your Freshservice account.

Module Name

Select the module type – whether you want to delete a task from a ticket, problem, change or release.

ID

Enter (map) the Ticket ID, Problem ID, Change ID or Release ID you want to delete a task from.

Task ID

Enter (map) the ID of the task you want to delete.

List Assets

Retrieves all assets in your account.

Connection

Establish a connection to your Freshservice account.

Limit

Set the maximum number of assets Make will return during one execution cycle.

Get Asset

Retrieves asset details.

Connection

Establish a connection to your Freshservice account.

Asset ID

Enter (map) or select the asset you want to retrieve details about.

Make an API Call

Allows you to perform a custom API call.

Connection

Establish a connection to your Freshservice account.

URL

Enter a path relative to https://domain.freshservice.com. E.g. projects

Note

For the list of available endpoints, refer to the Freshservice API Reference.

Method

Select the HTTP method you want to use:

GET to retrieve information for an entry.

POST to create a new entry.

PUT to update/replace an existing entry.

PATCH to make a partial entry update.

DELETE to delete an entry.

Headers

Enter the desired request headers. You don't have to add authorization headers; we already did that for you.

Query String

Enter the request query string.

Body

Enter the body content for your API call.

Example of Use - List Tickets

The following API call returns a list of all tickets in your Freshservice account:

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Matches of the search can be found in the module's Output under Bundle > Body. In our example, 4 tickets were returned:

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