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Freshservice (Preview)

  • Reference

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
Logic Apps Standard All Logic Apps regions except the following:
     -   Azure Government regions
     -   Azure China regions
     -   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)
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)
Connector Metadata
Publisher Microsoft

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 API Key authentication type All regions Not shareable
Default [DEPRECATED] This option is only for older connections without an explicit authentication type, and is only provided for backward compatibility. All regions Not shareable

API Key

Auth ID: Basic

Applicable: All regions

API Key authentication type

This is not shareable connection. If the power app is shared with another user, another user will be prompted to create 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

Default [DEPRECATED]

Applicable: All regions

This option is only for older connections without an explicit authentication type, and is only provided for backward compatibility.

This is not shareable connection. If the power app is shared with another user, another user will be prompted to create new connection explicitly.

Name Type Description Required
Username string The username for this api True
Password securestring The password 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 note to a ticket (V2)

Add a private or public note to a ticket.
Add a note to a ticket [DEPRECATED]

Add a private or public note to a ticket.
Create a ticket (V2)

Create a ticket.
Create a ticket [DEPRECATED]

Create a ticket.
Update a ticket (V2)

Update a ticket (only specified values will be updated).
Update a ticket [DEPRECATED]

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

Add a note to a ticket [DEPRECATED]

Operation ID:
AddNote

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_Response

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.
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

Create a ticket [DEPRECATED]

Operation ID:
CreateTicket

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.
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

Name Path Type Description
helpdesk_ticket
 item.helpdesk_ticket Ticket_Response

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.
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

Update a ticket [DEPRECATED]

Operation ID:
UpdateTicket

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.
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
UpdateTicket_Response

Triggers

When a ticket is created (V2)

Triggers when a new ticket is created.
When a ticket is created [DEPRECATED]

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

When a ticket is created [DEPRECATED]

Operation ID:
OnTicketCreated

Triggers when a new ticket is created.

Returns

Body
Ticket_Response

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.