Freshworks Developer Platform Docs

onTicketCreateFreshserviceFreshservice for MSPsFreshservice for business teams

When a new ticket is created in the Freshworks system, the onTicketCreate event is triggered.

Subscribe to the onTicketCreate event and register the callback by using the following sample manifest.json content.

manifest.json

"events": {
  "onTicketCreate": {
    "handler": "onTicketCreateCallback"
  }
}

Define the corresponding callback by using the following sample server.js content:

server.js

exports = {
  onTicketCreateCallback: function(payload) {
    console.log("Logging arguments from onTicketCreate event: " + JSON.stringify(payload));
  }
}

Attributes of the data object

actorobject
Information pertaining to the system, agent, or requester who triggered the onTicketCreate event in the Freshworks system.
- profile_idinteger
  Identifier of the actor who triggered the product event.
requesterobject
Information pertaining to the requester who raised the ticket in the Freshworks system.
- id
  Identifier of the requester object, auto-generated when a new requester is added to the Freshworks system.
- created_at
  Timestamp of when the requester object is created in the Freshworks system, specified in the UTC format.
- email
  Primary email address of the requester.
- language
  Primary language of the requester.
- mobile
  Mobile number of the requester.
- name
  Name of the requester.
- phone
  Telephone number of the requester.
ticket
Information pertaining to the ticket raised in the Freshworks system. Submitting a ticket triggers the onTicketCreate event.
- idinteger
  Identifier of the ticket object, auto-generated when a ticket is created in the Freshservice system.
- created_atdatetime
  Timestamp of when the ticket is created in the Freshworks system, specified in the UTC format.
- updated_atstring
  Timestamp of when the ticket details are last updated in the Freshworks system, specified in the UTC format.
  For onTicketCreate, this attribute value is the same as the created_at value.
- assetsarray of objects
  Assets associated with the ticket.
  asset_idinteger
  Identifier of the asset associated with the ticket.
  asset_impactstring
  Impact of the asset associated with the ticket.
  asset_namestring
  Name of the asset associated with the ticket.
- associated_changesarray of objects
  Details of the changes associated with the ticket.
  idinteger
  Identifier of the change associated with the ticket.
  namestring
  Name of the change associated with the ticket.
- attachmentsarray of objects
  Details of the attachment(s) uploaded to the ticket.
  attachment_urlinteger
  URL of the attachment file.
  namestring
  Name of the attachment file.
- categorystring
  Category to which the ticket created is associated.
  Tickets can be classified, tracked, and prioritized based on the categories
- cc_emailarray of strings
  Additional email addresses added in the cc field of an email that the agent sends as a response to the ticket, specified as an array.
- changeobject
  Attribute to be deprecated soon.
  Details of the change associated with the ticket.
  idinteger
  Identifier of the change associated with the ticket.
  namestring
  Name of the change associated with the ticket.
- custom_fieldsobject
  To obtain additional ticket information, custom fields could be configured in the Freshworks system.
  The custom_field attribute contains the custom field names and corresponding values, as a valid JSON object of key (custom field name)-value (custom field’s value) pairs.
- department_idinteger
  Identifier of the department to which the ticket created is associated.
- department_namestring
  Identifier of the department to which the ticket created is associated.
- descriptionstring
  Summary of the issue raised in the ticket, in HTML format. The value is truncated if the size exceeds 10KB.
- description_textstring
  Summary of the issue raised in the ticket, in plain text format. The value is truncated if the size exceeds 10KB.
- due_bystring
  Timestamp indicating when the ticket is due to be resolved, specified in the UTC format.
- email_config_idinteger
  Identifier of the customized email address, which is configured to automatically create a new ticket from the email received to the support email.
- frDueBystring
  Timestamp indicating when the first response is due for the ticket, specified in the UTC format.
- fr_escalatedboolean
  Specifies whether the ticket has been escalated for delay in sending the first response.
  Possible values: true, false
- fwd_emailsarray of strings
  Email addresses added to the Forward to field of the ticket when the agent forwards a response of the ticket, specified as an array.
- group_idinteger
  Identifier of the group associated with the ticket.
- group_namestring
  Name of the group associated with the ticket.
- impactinteger
  An agent who creates a ticket in the Freshworks system can assign an impact status to the ticket created. impact identifies the impact assigned to the ticket.
  Possible values:
  1: Low impact
  2: Medium impact
  3: High impact
- impact_namestring
  Impact assigned to the ticket by an agent.
- is_description_text_truncatedboolean
  Specifies whether the description text of the ticket is truncated.
  Possible values: true, false
- is_description_html_truncatedboolean
  Specifies whether the description in HTML format is truncated.
  Possible values: true, false
- is_escalatedboolean
  Specifies whether the ticket has been escalated for any reason.
  Possible values: true, false
- priorityinteger
  Identifier of the priority assigned to the ticket.
  Possible values:
  1: Low priority
  2: Medium priority
  3: High priority
  4: Urgent priority
- priority_namestring
  Priority assigned to the ticket.
- problemarray of objects
  Details of the problem linked to the ticket.
  problem_idinteger
  Identifier of the problem linked to the ticket.
  problem_nameinteger
  Name of the problem linked to the ticket.
- reply_cc_emailsarray of strings
  Email addresses added in the cc field of an email that the agent sends as a reply to the ticket, specified as an array.
- requester_idinteger
  Identifier of the requester who created the ticket.
- requester_namestring
  Name of the requester who created the ticket.
- responder_emailstring
  Email address of the agent to whom the ticket has been assigned.
- responder_idinteger
  Identifier of the agent to whom the ticket has been assigned.
- responder_namestring
  Name of the agent to whom the ticket has been assigned.
- sourceinteger
  The channel through which the ticket was created. The default channels and the corresponding values are,
  Possible values:
  1: Email
  2: Portal
  3: Phone
  4: Chat
  5: Feedback Widget
  6: Yammer
  7: AWS CloudWatch
  8: Pagerduty
  9: Walk-up
  10: Slack
  In addition to the default sources defined, new channels can be added.
- source_namestring
  Channel through which the ticket was created.
- spamboolean
  Specifies whether the ticket has been marked as spam.
  Possible values: true, false
- statusinteger
  Identifier of the status of the ticket in the Freshworks system.
  Possible values:
  2: Open
  3: Pending
  4: Resolved
  5: Closed
- status_namestring
  Status of the ticket in the Freshworks system.
- sub_categorystring
  Sub-category under which the ticket is grouped.
- subjectstring
  Subject of the ticket created in the Freshworks system.
- tagsarray of strings
  Keywords associated with the ticket, specified as an array.
- to_emailsarray of strings
  Email addresses added in the reply to field of the ticket.
- typeinteger
  Identifier of the type of the ticket.
- type_nameinteger
  Type of issue the ticket is addressing.
  For more information, see what is a ticket type.
  Possible values: Incident, Service Request, Major Incident, Case, Query, Issue, Request, Alert
- urgencyinteger
  Identifier of the urgency assigned to the ticket.
  Possible values: 1: Low 2: Medium 3: High
- urgency_namestring
  Urgency assigned to the ticket.
- workspace_idinteger
  Important:When the onTicketCreate event is triggered in accounts without workspaces, this attribute is not returned in the payload.
  For a Freshservice for MSPs product, workspace_id refers to the identifier of the client associated with the ticket.
  
  For a Freshservice account with workspaces, tickets belong to specific workspaces. A workspace is a configurable, team or department-specific space where team-members can collaborate while maintaining the operational integrity of team-only data.
  
  workspace_id is the identifier of the workspace where the ticket is created. It is auto-generated when a new workspace is created in Freshservice. For information about workspaces, read What is a workspace. To retrieve all the workspaces that are created in an account, through APIs, use the List all workspaces API.
  Note for Freshservice account:workspace_id is displayed as part of the account URL when you (or the app user) navigate to the admin settings of the workspace. For example, when you navigate to the primary workspace’s admin settings, if the corresponding URL is /ws/2/admin/home, the workspace’s ID is 2.
- workspace_namestring
  For a Freshservice for MSPs product, workspace_name refers to the name of the client associated with the ticket.
  
  For a Freshservice product, workspace_name refers to the name of the workspace where the ticket is created.
  Important:When the onTicketCreate event is triggered in accounts without workspaces, this attribute is not returned in the payload.

Ticket creation on an account without workspaces

Ticket creation on an account with workspaces

{
  "currentHost":{
    "subscribed_modules": [ "service_ticket" ],
    "endpoint_urls": {
      "freshservice": "https://subdomain.freshservice.com"
    }
  },
  "data": {
    "actor": {
        "profile_id": 27000015175
    },
    "requester": {
      "created_at": "2015-03-28T09:08:16Z",
      "email": "rachel@freshservice.com",
      "id": 5483,
      "language": "en",
      "mobile": 7654367287,
      "name": "Rachel",
      "phone": 4352789885
    },
    "ticket": {
      "assets": [
        {
          "asset_id": 1,
          "asset_impact": "High",
          "asset_name": "Laptop"
        }
      ],
      "associated_changes": [
        {
          "id": 1234,
          "name": "Test change 1234"
        },
        {
          "id": 5678,
          "name": "Test change 5678"
        }
      ],
      "attachments": [
        {
          "attachment_url": "https://s3.amazonaws.com/cdn.freshservice.com/data/helpdesk/attachments/production/9019290053/original/sample.jpg",
          "name": "sample.jpg"
        }
      ],
      "category": "Hardware",
      "cc_emails": [
        "diana@freshservice.com",
        "ram@freshservice.com"
      ],
      "change": {
        "id": 13442,
        "name": "Change for..."
      },
      "created_at": "2015-07-09T13:08:06Z",
      "custom_fields": [
        {
          "column": "ffs_04",
          "label": "Org code",
          "name": "Org code",
          "type": "dropdown",
          "value": "XMO_12"
        },
        {
          "column": "ffs_05",
          "label": "RCA",
          "name": "RCA",
          "type": "dropdown",
          "value": "fix steps were..."
        }
      ],
      "department_id": 2,
      "department_name": "HR",
      "description": "<div>Some details on the issue ..</div>",
      "description_text": "Some details on the issue ...",
      "due_by": "2015-07-14T13:08:06Z",
      "email_config_id": 77123,
      "fr_due_by": "2015-07-14T13:08:06Z",
      "fr_escalated": false,
      "fwd_emails": [
          "charles@freshservice.com",
          "diana@freshservice.com"
      ],
      "group_id": 351,
      "group_name": "Service Desk",
      "id": 1,
      "impact": 1,
      "impact_name": "Low",
      "is_description_html_truncated": false,
      "is_description_text_truncated": false,
      "is_escalated": false,
      "item_category": "Mac",
      "priority": 1,
      "priority_name": "Low",
      "problem": {
          "id": 1223,
          "name": "Problem in..."
      },
      "reply_cc_emails": [
          "charles@freshservice.com",
          "diana@freshservice.com"
      ],
      "requester_id": 5483,
      "requester_name": "Rachel",
      "responder_email": "andrea@freshservice.com",
      "responder_id": 320,
      "responder_name": "Andrea",
      "source": 2,
      "source_name": "Portal",
      "spam": false,
      "status": 2,
      "status_name": "Open",
      "sub_category": "Laptop",
      "subject": "Support Needed...",
      "tags": [
          "marketing",
          "sales"
      ],
      "to_emails": [
          "diana@freshservice.com",
          "ram@freshservice.com"
        ],
      "type": 1,
      "type_name": "Incident",
      "updated_at": "2015-07-09T13:08:06Z",
      "urgency": 1,
      "urgency_name": "Low"
    }
  },
  "event": "onTicketCreate",
  "region": "US",
  "timestamp": 1496400354326
}

onTicketUpdateFreshserviceFreshservice for MSPsFreshservice for business teams

The onTicketUpdate event is triggered in the Freshworks system when,

The status changes
The priority changes
The group changes
The agent changes
A ticket is deleted
A ticket is marked as spam
The type changes
The source changes
A ticket is escalated for any reason
A ticket is escalated due to breaching the first response time.

Workspace (Client) is updated for the ticket in a Freshservice for MSPs product.

The onTicketUpdate event is not triggered when:

The custom field are updated.
The tags are updated.

Note:Replies or note additions are not considered ticket updates, you need to use the onConversationCreate event to handle them.

Subscribe to the onTicketUpdate event and register the callback by using the following sample manifest.json content.

manifest.json

"events": {
  "onTicketUpdate": {
    "handler": "onTicketUpdateCallback"
  }
}

Define the corresponding callback by using the following sample server.js content:

server.js

exports = {
  onTicketUpdateCallback: function(payload) {
    console.log("Logging arguments from onTicketUpdate event: " + JSON.stringify(payload));
  }
}

Attributes of the data object

actorobject
Information pertaining to the system, agent, or requester who triggered the onTicketUpdate event in the Freshworks system.
- profile_idinteger
  Identifier of the actor who triggered the product event.
requesterobject
Information pertaining to the requester who raised the ticket in the Freshworks system.
- id
  Identifier of the requester object, auto-generated when a new requester is added to the Freshworks system.
- created_at
  Timestamp of when the requester object is created in the Freshworks system, specified in the UTC format.
- email
  Primary email address of the requester.
- language
  Primary language of the requester.
- mobile
  Mobile number of the requester.
- name
  Name of the requester.
- phone
  Telephone number of the requester.
ticket
Information pertaining to the ticket modified in the Freshworks system.
- idinteger
  Identifier of the ticket object, auto-generated when a ticket is created in the Freshservice system.
- created_atdatetime
  Timestamp of when the ticket is created in the Freshworks system, specified in the UTC format.
- updated_atstring
  Timestamp of when the ticket details are last updated in the Freshworks system, specified in the UTC format.
  For onTicketCreate, this attribute value is the same as the created_at value.
- assetsarray of objects
  Assets associated with the ticket.
  asset_idinteger
  Identifier of the asset associated with the ticket.
  asset_impactstring
  Impact of the asset associated with the ticket.
  asset_namestring
  Name of the asset associated with the ticket.
- associated_changesarray of objects
  Details of the changes associated with the ticket.
  idinteger
  Identifier of the change associated with the ticket.
  namestring
  Name of the change associated with the ticket.
- attachmentsarray of objects
  Details of the attachment(s) uploaded to the ticket.
  attachment_urlinteger
  URL of the attachment file.
  namestring
  Name of the attachment file.
- categorystring
  Category to which the ticket created is associated.
  Tickets can be classified, tracked, and prioritized based on the categories
- cc_emailarray of strings
  Additional email addresses added in the cc field of an email that the agent sends as a response to the ticket, specified as an array.
- changeobject
  Attribute to be deprecated soon.
  Details of the change associated with the ticket.
  idinteger
  Identifier of the change associated with the ticket.
  namestring
  Name of the change associated with the ticket.
- changesobject
  Changes that triggered the onTicketUpdate event, specified as a JSON object of the following format:
  "changes": { //For non-array attributes "<ticket.attribute that changed>": ["Old value", "New value"] }
- custom_fieldsobject
  To obtain additional ticket information, custom fields could be configured in the Freshworks system.
  The custom_field attribute contains the custom field names and corresponding values, as a valid JSON object of key (custom field name)-value (custom field’s value) pairs.
- department_idinteger
  Identifier of the department to which the ticket created is associated.
- department_namestring
  Identifier of the department to which the ticket created is associated.
- descriptionstring
  Summary of the issue raised in the ticket, in HTML format. The value is truncated if the size exceeds 10KB.
- description_textstring
  Summary of the issue raised in the ticket, in plain text format. The value is truncated if the size exceeds 10KB.
- due_bystring
  Timestamp indicating when the ticket is due to be resolved, specified in the UTC format.
- email_config_idinteger
  Identifier of the customized email address, which is configured to automatically create a new ticket from the email received to the support email.
- frDueBystring
  Timestamp indicating when the first response is due for the ticket, specified in the UTC format.
- fr_escalatedboolean
  Specifies whether the ticket has been escalated for delay in sending the first response.
  Possible values: true, false
- fwd_emailsarray of strings
  Email addresses added to the Forward to field of the ticket when the agent forwards a response of the ticket, specified as an array.
- group_idinteger
  Identifier of the group associated with the ticket.
- group_namestring
  Name of the group associated with the ticket.
- impactinteger
  An agent who creates a ticket in the Freshworks system can assign an impact status to the ticket created. impact identifies the impact assigned to the ticket.
  Possible values:
  1: Low impact
  2: Medium impact
  3: High impact
- impact_namestring
  Impact assigned to the ticket by an agent.
- is_description_text_truncatedboolean
  Specifies whether the description text of the ticket is truncated.
  Possible values: true, false
- is_description_html_truncatedboolean
  Specifies whether the description in HTML format is truncated.
  Possible values: true, false
- is_escalatedboolean
  Specifies whether the ticket has been escalated for any reason.
  Possible values: true, false
- priorityinteger
  Identifier of the priority assigned to the ticket.
  Possible values:
  1: Low priority
  2: Medium priority
  3: High priority
  4: Urgent priority
- priority_namestring
  Priority assigned to the ticket.
- problemarray of objects
  Details of the problem linked to the ticket.
  problem_idinteger
  Identifier of the problem linked to the ticket.
  problem_nameinteger
  Name of the problem linked to the ticket.
- reply_cc_emailsarray of strings
  Email addresses added in the cc field of an email that the agent sends as a reply to the ticket, specified as an array.
- requester_idinteger
  Identifier of the requester who created the ticket.
- requester_namestring
  Name of the requester who created the ticket.
- responder_emailstring
  Email address of the agent to whom the ticket has been assigned.
- responder_idinteger
  Identifier of the agent to whom the ticket has been assigned.
- responder_namestring
  Name of the agent to whom the ticket has been assigned.
- sourceinteger
  The channel through which the ticket was created. The default channels and the corresponding values are,
  Possible values:
  1: Email
  2: Portal
  3: Phone
  4: Chat
  5: Feedback Widget
  6: Yammer
  7: AWS CloudWatch
  8: Pagerduty
  9: Walk-up
  10: Slack
  In addition to the default sources defined, new channels can be added.
- source_namestring
  Channel through which the ticket was created.
- spamboolean
  Specifies whether the ticket has been marked as spam.
  Possible values: true, false
- statusinteger
  Identifier of the status of the ticket in the Freshworks system.
  Possible values:
  2: Open
  3: Pending
  4: Resolved
  5: Closed
- status_namestring
  Status of the ticket in the Freshworks system.
- sub_categorystring
  Sub-category under which the ticket is grouped.
- subjectstring
  Subject of the ticket created in the Freshworks system.
- tagsarray of strings
  Keywords associated with the ticket, specified as an array.
- to_emailsarray of strings
  Email addresses added in the reply to field of the ticket.
- typeinteger
  Identifier of the type of the ticket.
- type_nameinteger
  Type of issue the ticket is addressing.
  For more information, see what is a ticket type.
  Possible values: Incident, Service Request, Major Incident, Case, Query, Issue, Request, Alert
- urgencyinteger
  Identifier of the urgency assigned to the ticket.
  Possible values: 1: Low 2: Medium 3: High
- urgency_namestring
  Urgency assigned to the ticket.
- workspace_idinteger
  Important:When the onTicketUpdate event is triggered in products without workspaces, this attribute is not returned in the payload.
  For a Freshservice for MSPs product account, workspace_id refers to the identifier of the client associated with the ticket.
  
  For a Freshservice product account with workspaces, tickets belong to specific workspaces. A workspace is a configurable, team or department-specific space where team-members can collaborate while maintaining the operational integrity of team-only data. workspace_id is the identifier of the workspace where the ticket is updated. It is auto-generated when a new workspace is created in Freshservice. For information about workspaces, read What is a workspace. To retrieve all the workspaces that are created in an account, through APIs, use the List all workspaces API.
  Note for Freshservice product:workspace_id is displayed as part of the account URL when you (or the app user) navigate to the admin settings of the workspace. For example, when you navigate to the primary workspace’s admin settings, if the corresponding URL is /ws/2/admin/home, the workspace’s ID is 2.
- workspace_namestring
  For a Freshservice for MSPs product, workspace_name refers to the name of the client associated with the ticket.
  
  For a Freshservice product, workspace_name refers to the name of the workspace where the ticket is created.
  Important:When the onTicketUpdate event is triggered in accounts without workspaces, this attribute is not returned in the payload.

Ticket updation on an account without workspaces

Ticket updation on an account with workspaces

{
  "currentHost":{
     "subscribed_modules": [ "service_ticket" ],
     "endpoint_urls": {
         "freshservice": "https://subdomain.freshservice.com"
     }
  },
  "data": {
      "actor": {
          "profile_id": 27000015175
      },
      "requester": {
        "created_at": "2015-03-28T09:08:16Z",
        "email": "rachel@freshservice.com",
        "id": 5483,
        "language": "en",
        "mobile": 7654367287,
        "name": "Rachel",
        "phone": 4352789885
      },
      "ticket": {
        "assets": [
          {
            "asset_id": 1,
            "asset_impact": "High",
            "asset_name": "Laptop"
          }
        ],
        "associated_changes": [
          {
            "id": 1234,
            "name": "Test change 1234"
          },
          {
            "id": 5678,
            "name": "Test change 5678"
          }
        ],
        "attachments": [
          {
            "attachment_url": "https://s3.amazonaws.com/cdn.freshservice.com/data/helpdesk/attachments/production/9019290053/original/sample.jpg",
            "name": "sample.jpg"
          }
        ],
        "category": "Hardware",
        "cc_emails": [
          "diana@freshservice.com",
          "ram@freshservice.com"
        ],
        "change": {
          "id": 13442,
          "name": "Change for..."
        },
        "changes": {
          "priority": [null,3],
          "priority_name": ["Low","High"],
          "status": [1,2],
          "status_name": ["Open","Closed"],
          "source": [1,2],
          "source_name": ["Email","Phone"],
          "type_name": ["Incident","Service Request"],
          "urgency": [1,2],
          "urgency_name": ["Low","Medium"],
          "impact": [1,2],
          "impact_name": ["Low","Medium"],
          "group_id": [1,2],
          "group_name": ["Incident Management","Change Management"],
          "agent_id": [1,2],
          "agent_name": ["Rachel","Andrea"],
          "department_id": [1,2],
          "department_name": ["HR","Finance"],
          "category": ["Hardware","Software"],
          "sub_category": ["Windows","Phone"],
          "item_category": ["*","Mac"],
          "manual_due_by": ["*","2017-06-16T11:57:30"],
          "custom_fields": [
            {
              "name": "Transaction Type",
              "value": ["old value", "new value"]
            }
          ]
        },
        "created_at": "2015-07-09T13:08:06Z",
        "custom_fields": [
          {
            "column": "ffs_04",
            "label": "Org code",
            "name": "Org code",
            "type": "dropdown",
            "value": "XMO_12"
          },
          {
            "column": "ffs_05",
            "label": "RCA",
            "name": "RCA",
            "type": "dropdown",
            "value": "fix steps were..."
          }
        ],
        "department_id": 2,
        "department_name": "HR",
        "description": "<div>Some details on the issue ..</div>",
        "description_text": "Some details on the issue ...",
        "due_by": "2015-07-14T13:08:06Z",
        "email_config_id": 77123,
        "fr_due_by": "2015-07-14T13:08:06Z",
        "fr_escalated": false,
        "fwd_emails": [
          "charles@freshservice.com",
          "diana@freshservice.com"
        ],
        "group_id": 351,
        "group_name": "Service Desk",
        "id": 1,
        "impact": 1,
        "impact_name": "Low",
        "is_description_html_truncated": false,
        "is_description_text_truncated": false,
        "is_escalated": false,
        "item_category": "Mac",
        "priority": 1,
        "priority_name": "Low",
        "problem": {
          "id": 1223,
          "name": "Problem in..."
        },
        "reply_cc_emails": [
          "charles@freshservice.com",
          "diana@freshservice.com"
        ],
        "requester_id": 5483,
        "requester_name": "Rachel",
        "responder_email": "andrea@freshservice.com",
        "responder_id": 320,
        "responder_name": "Andrea",
        "source": 2,
        "source_name": "Portal",
        "spam": false,
        "status": 2,
        "status_name": "Open",
        "sub_category": "Laptop",
        "subject": "Support Needed...",
        "tags": [
          "marketing",
          "sales"
        ],
        "to_emails": [
          "diana@freshservice.com",
          "ram@freshservice.com"
        ],
        "type": 1,
        "type_name": "Incident",
        "updated_at": "2015-07-09T13:08:06Z",
        "urgency": 1,
        "urgency_name": "Low"
      }
    },
    "event": "onTicketUpdate",
    "region": "US",
    "timestamp": 1496400354326
}

Configure onTicketCreate and onTicketUpdate

onTicketCreateFreshserviceFreshservice for MSPsFreshservice for business teams

Attributes of the data object

onTicketUpdateFreshserviceFreshservice for MSPsFreshservice for business teams

Attributes of the data object