Freshworks Developer Platform Docs

onUserCreateFreshserviceFreshservice for MSPsFreshservice for business teams

Agents and service requesters are considered as users of the Freshservice system. The onUserCreateevent is triggered when,

A new agent is created in the Freshservice system.
A new requester is created in the Freshservice system.

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

manifest.json

"events": {
  "onUserCreate": {
      "handler": "onUserCreateCallback"
  }
}

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

server.js

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

Attributes of the data object

actorobject
Information pertaining to the entity who triggered the onUserCreate event in the Freshservice system.
- idinteger
  Identifier of the actor who triggered the product event.
- namestring
  Full name of the actor.
user
Information pertaining to a user in the Freshservice system.
- idinteger
  Identifier of the user object, auto-generated when the user’s information is configured in the Freshservice system.
- belongs_to_workspace_idsarray of integers
  Important:Applicable only for the Freshservice for MSPs product account. Identifier of the client associated with the user.
- can_see_all_tickets_from_associated_workspace_idsarray of integers
  Important:Applicable only for the Freshservice for MSPs product account. Identifier of the client(s) for whom the user can view all tickets on the support portal.
- created_atstring
  Timestamp of when the user’s record was created in the Freshservice system, specified in the UTC format.
- updated_atstring
  Timestamp of when the user’s record was last updated in the Freshservice system, specified in the UTC format.
- activeboolean
  Specifies whether the user’s account is active in the Freshservice system.
  Possible values: true, false. Note: The value of this attribute is false when the user’s account is deactivated.
- addressstring
  Address of the user.
- agent_accessstring
  Information pertaining to the access permissions of the agent.
  For the onUserCreate event, if the user is a requester, the value of this attribute is an empty object.
  groupsarray of objects
  Information pertaining to the groups associated with the agent.
  idinteger
  Identifier of the group.
  leaderboolean
  Specifies whether the agent is assigned as leader of a restricted group.
  Possible values: true, false.
  namestring
  Name of the group.
  observerboolean
  Specifies whether the agent has been added as an observer to the group.
  Possible values: true, false.
  workspace_idinteger
  Identifier of the workspace associated with the group, which is auto-generated when a new workspace is configured in the Freshworks system.
  For Freshservice accounts without a configured workspace, the value of this attribute is null.
  workspace_namestring
  Name of the workspace associated with the group.
  For Freshservice accounts without a configured workspace, the value of this attribute is null.
  rolesarray of objects
  Information pertaining to the roles assigned to the agent.
  idinteger
  Auto-generated identifier of the role assigned to the agent.
  namestring
  Name of the role assigned to the agent.
  role_typestring
  Type of the role assigned to the agent, specifying whether the role grants admin-level permissions or agent-level permissions.
  Possible values:
  admin_and_agent: The role grants admin-level and agent-level permissions.
  admin: The role grants admin-level permissions.
  agent: The role grants agent-level permissions.
  scopestring
  Scope of the role assigned to the agent. The value of this attribute specifies the access permission granted to the agent in the Freshservice system.
  Possible values:
  specified_groups: The agent has permission to access only specific groups configured in the Freshservice system.
  entire_helpdesk: The scope of the role assigned to the agent extends to the entire Freshservice account.
  assigned_items: The agent has permission to access only the items assigned to them.
  member_groups: The scope of the role assigned to the agent extends to the groups to which the agent is added as a member or observer.
  scope_groupsarray of objects
  If the value of scope is specified_groups, scope_groups provides the details of the groups to which the agent has permission to access.
  idinteger
  Identifier of the group.
  namestring
  Name of the group.
  workspace_idinteger
  Identifier of the workspace associated with the agent for which the role is configured. It is auto-generated when a new workspace is configured in the Freshworks system.
  For Freshservice accounts without a configured workspace, the value of this attribute is null.
  workspace_namestring
  Name of the workspace associated with the agent for which the role is configured.
  For Freshservice accounts without a configured workspace, the value of this attribute is null.
- background_informationstring
  Descriptive information about the user.
- background_information_truncatedboolean
  Specifies whether the background_information attribute value is truncated.
  Possible values: true, false.
- can_see_all_tickets_from_associated_departmentsboolean
  Important:Applicable only for Freshservice account.
  Specifies whether the user can view all the tickets assigned to the departments with which the user is associated.
  Possible values: true, false.
- custom_fieldsobject
  Information pertaining to the user specified through custom fields.
  Note:Custom fields can be configured to obtain additional information about the user. The custom_fields 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_idsarray of integers
  Identifiers of the departments associated with the user.
- department_ids_droppedboolean
  Specifies whether any values are omitted from the department_ids array.
  Possible values: true, false.
- department_namesarray of strings
  Names of the departments associated with the user.
- department_names_droppedboolean
  Specifies whether any values are omitted from the department_names array.
  Possible values: true, false.
- first_namestring
  First name of the user.
- forgottenboolean
  Specifies whether the user details and all associated information are erased from the Freshservice system, for GDPR compliance.
  For onUserDelete, this attribute value is true.
  Possible values: true, false.
- job_titlestring
  Job title of the user.
- languagestring
  Primary language of the user.
- last_namestring
  Last name of the user.
- license_typestring
  Type of license automatically allocated by Freshservice when a user is added to a workspace.
  For information on Workspaces, see What is a workspace.
  For information on license types, see Agent and license types.
  Possible values:
  it_agent: The agent is allocated an IT full-time license.
  business_agent: The agent is allocated a Business license.
  requester: The user is a requester with access to all workspaces.
- location_idinteger
  Identifier of the location of the user.
  For a user with no location specified, the value of this attribute is null.
- location_namestring
  Name of the location of the user.
  For a user with no location specified, the value of this attribute is null.
- mobile_phone_numberstring
  Mobile phone number of the user.
- occasional_agentboolean
  Specifies whether the agent is an occasional agent.
  If the user is a requester, this value is false.
  Occasional agents log in at irregular intervals to either monitor the task or work on tasks for a certain period as per requirement, such as the supervisor or the visiting maintenance technician. For more information, see Full-time vs Occasional agents.
  Possible values: true, false.
- primary_emailstring
  Primary email address of the user.
- reporting_manager_emailstring
  Email address of the reporting manager.
- reporting_manager_idinteger
  Auto-generated identifier of the reporting manager when the reporting manager’s details are configured in the Freshservice system.
- reporting_manager_namestring
  Name of the reporting manager.
- requester_accessobject
  Information pertaining to the access permissions of the requester.
  If the user is an agent, this attribute value is null.
  project_management_accessobject
  Requesters with a project license can be given certain project management privileges. project_management_access lists these privileges.
  For more information, see Adding a requester to a project.
  manage_projectsboolean
  Specifies whether the requester has access to manage projects.
  Possible values: true, false.
  view_and_manage_project_task_reportsboolean
  Specifies whether the requester has access to view and manage project analytics/tasks reports.
  Possible values: true, false.
  view_projectsboolean
  Specifies whether the requester has access to view projects.
  Possible values: true, false.
  work_on_projectsboolean
  Specifies whether the requester has access to work on projects.
  Possible values: true, false.
  requester_groupsarray of objects
  Requesters can belong to requester groups that have restricted access to service items and solution articles.
  requester_groups lists all requester groups to which the requester belongs.
  idinteger
  Identifier of the requester group.
  namestring
  Name of the requester group.
- scoreboard_levelstring
  The level reached by the user based on the points gained by handling or resolving tickets.
  If the user is a requester, this attribute value is null.
  Possible values: Beginner, Intermediate, Professional, Expert, Master, Guru.
- secondary_emailsarray of strings
  Secondary email addresses of the user, specified as an array.
- time_formatstring
  Time format selected by the user.
  Possible values: 12h (12 hour format), 24h (24 hour format)
- time_zonestring
  Time zone of the user.
  Possible values: See List of timezones supported in Freshservice.
- vip_userboolean
  Specifies whether the user is marked as a VIP user.
  Possible values: true, false.
- work_phone_numberstring
  Work phone number of the user.

Sample payload

Agent creation on an account without workspaces

Agent creation on an account with workspaces

Requester creation


{
  "currentHost":{
    "subscribed_modules": [
      "service_user"
    ],
    "endpoint_urls": {
      "freshservice": "https://subdomain.freshservice.com"
    }
  },
  "data": {
    "actor": {
      "id": 3102,
      "name": "Jason Smith"
    },
    "user": {
      "id": 4686,
      "created_at": "2023-09-29T20:54:26+13:45",
      "updated_at": "2023-09-29T20:54:26+13:45",
      "active": true,
      "address": "123, Arizona",
      "agent_access": {
        "groups": [
          {
            "id": 3027,
            "leader": false,
            "name": "Change Team",
            "observer": false,
            "workspace_id": null,
            "workspace_name": null
          },
          {
            "id": 3029,
            "leader": false,
            "name": "Database Team",
            "observer": false,
            "workspace_id": null,
            "workspace_name": null
          },
          {
            "id": 3031,
            "leader": false,
            "name": "Capacity Management Team",
            "observer": false,
            "workspace_id": null,
            "workspace_name": null
          }
        ],
        "roles": [
          {
            "id": 1788,
            "name": "Account Admin",
            "role_type": "admin_and_agent",
            "scope": "entire_helpdesk",
            "scope_groups": [],
            "workspace_id": null,
            "workspace_name": null
          },
          {
            "id": 1790,
            "name": "SD Supervisor",
            "role_type": "admin_and_agent",
            "scope": "assigned_items",
            "scope_groups": [],
            "workspace_id": null,
            "workspace_name": null
          },
          {
            "id": 1792,
            "name": "Problem Manager",
            "role_type": "admin_and_agent",
            "scope": "specified_groups",
            "scope_groups": [
              {
                "id": 3027,
                "name": "Change Team"
              },
              {
                "id": 3029,
                "name": "Database Team"
              },
              {
                "id": 3031,
                "name": "Capacity Management Team"
              }
            ],
            "workspace_id": null,
            "workspace_name": null
          },
          {
            "id": 1796,
            "name": "Contract Manager",
            "role_type": "admin_and_agent",
            "scope": "member_groups",
            "scope_groups": [],
            "workspace_id": null,
            "workspace_name": null
          },
          {
            "id": 1797,
            "name": "IT Ops Agent",
            "role_type": "admin_and_agent",
            "scope": "specified_groups",
            "scope_groups": [
              {
                "id": 3027,
                "name": "Change Team"
              },
              {
                "id": 3029,
                "name": "Database Team"
              },
              {
                "id": 3031,
                "name": "Capacity Management Team"
              }
            ],
            "workspace_id": null,
            "workspace_name": null
          }
        ]
      },
      "background_information": "User background information.",
      "background_information_truncated": false,
      "can_see_all_tickets_from_associated_departments": true,
      "custom_fields": {
        "cf_date": "2023-09-26T00:00:00Z",
        "cf_custom_checkbox": true,
        "cf_custom_date": "2023-06-30T00:00:00Z",
        "cf_custom_dropdown": "3",
        "cf_custom_number": 323,
        "cf_custom_paragraph": "user details",
        "cf_custom_phone_number": "646456",
        "cf_custom_single_line": "user data",
        "cf_custom_url": "https://dsds.com"
      },
      "department_ids": [
        1968
      ],
      "department_ids_dropped": false,
      "department_names": [
        "HR"
      ],
      "department_names_dropped": false,
      "first_name": "Jason",
      "forgotten": false,
      "job_title": "Lead engineer",
      "language": "en",
      "last_name": "Smith",
      "license_type": "it_agent",
      "location_id": 2756,
      "location_name": "US",
      "mobile_phone_number": "9034005345",
      "occasional_agent": false,
      "primary_email": "Jasonsmith@ggmail.com",
      "reporting_manager_email": "FrancisV@yopmail.com",
      "reporting_manager_id": 4214,
      "reporting_manager_name": "Francis Vernon",
      "requester_access": null,
      "scoreboard_level": "Beginner",
      "secondary_emails": [],
      "time_format": "12h",
      "time_zone": "Mountain Time (US & Canada)",
      "vip_user": true,
      "work_phone_number": "9034005342"
    }
  },
  "event": "onUserCreate",
  "region": "US",
  "timestamp": "1695971416131",
  "version": "1.0.0"
}

onUserUpdateFreshserviceFreshservice for MSPsFreshservice for business teams

The onUserUpdate event is triggered in the Freshservice system when,

Agent details are updated in the Freshservice system.
An agent or requester is deactivated or reactivated.
Requester details are updated in the Freshservice system.
Requester is converted to agent and vice versa.

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

manifest.json

"events": {
  "onUserUpdate": {
    "handler": "onUserUpdateCallback"
  }
}

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

server.js

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

Attributes of the data object

actorobject
Information pertaining to the entity who triggered the onUserUpdate event in the Freshservice system.
- idinteger
  Identifier of the actor who triggered the product event.
- namestring
  Full name of the actor.

changesobject

Changes that triggered the onUserUpdate event, specified as a JSON object of the following format:


"changes": {
   //For non-array attributes
   "<user.attribute that changed>": ["Old value", "New value"]

   //For array attributes

// For adding new objects to an array attribute
"<user.attribute that changed>":{
  "add": [<array of newly added user.attribute objects>]}

// For removing existing objects from an array attribute
"<user.attribute that changed>":{
  "remove": [<array of removed user.attribute objects>]}

//For modifying existing array attribute values to new values
"<user.attribute that changed>":{
   "added": ["New value"],
   "removed": ["Old value"]}

//For adding new values to array attributes
"<user.attribute that changed>":{
   "added": [<array of newly added user.attribute values>]}

}

Example


"changes": {
   // for non-array attributes "can_see_all_tickets_from_associated_departments": [false,true],

  //For array attributes
   // For adding new objects to array attributes
"agent_access": {
    "roles": {
      "add": [
        {
          "group_id": 3031,
          "id": 1797,
          "name": "IT Ops Agent",
          "scope": "specified_groups",
          "workspace_id": null,
          "workspace_name": null
       }]
   }},

  // For removing existing objects from array attributes
"groups": {
    "remove": [
      {
        "id": 4633,
        "leader": false,
        "name": "Employee Relations Team",
        "observer": false,
        "workspace_id": 20,
        "workspace_name": "HR"
      },

   // For modifying existing array attribute values to new values
"department_ids": {
        "added": [1981],
        "removed": [1982]
      },

  //For adding new values to array attributes
"secondary_emails": {
        "added": [
          "Jasonsmith23@ggmail.com",
          "Jasonsmith22@ggmail.com"
        ]
      }
  }

user
Information pertaining to a user in the Freshservice system.
- idinteger
  Identifier of the user object, auto-generated when the user’s information is configured in the Freshservice system.
- created_atstring
  Timestamp of when the user’s record was created in the Freshservice system, specified in the UTC format.
- updated_atstring
  Timestamp of when the user’s record was last updated in the Freshservice system, specified in the UTC format.
- activeboolean
  Specifies whether the user’s account is active in the Freshservice system.
  Possible values: true, false. Note: The value of this attribute is false when the user’s account is deactivated.
- addressstring
  Address of the user.
- agent_accessstring
  Information pertaining to the access permissions of the agent.
  For the onUserCreate event, if the user is a requester, the value of this attribute is an empty object.
  groupsarray of objects
  Information pertaining to the groups associated with the agent.
  idinteger
  Identifier of the group.
  leaderboolean
  Specifies whether the agent is assigned as leader of a restricted group.
  Possible values: true, false.
  namestring
  Name of the group.
  observerboolean
  Specifies whether the agent has been added as an observer to the group.
  Possible values: true, false.
  workspace_idinteger
  Identifier of the workspace associated with the group, which is auto-generated when a new workspace is configured in the Freshworks system.
  For Freshservice accounts without a configured workspace, the value of this attribute is null.
  workspace_namestring
  Name of the workspace associated with the group.
  For Freshservice accounts without a configured workspace, the value of this attribute is null.
  rolesarray of objects
  Information pertaining to the roles assigned to the agent.
  idinteger
  Auto-generated identifier of the role assigned to the agent.
  namestring
  Name of the role assigned to the agent.
  role_typestring
  Type of the role assigned to the agent, specifying whether the role grants admin-level permissions or agent-level permissions.
  Possible values:
  admin_and_agent: The role grants admin-level and agent-level permissions.
  admin: The role grants admin-level permissions.
  agent: The role grants agent-level permissions.
  scopestring
  Scope of the role assigned to the agent. The value of this attribute specifies the access permission granted to the agent in the Freshservice system.
  Possible values:
  specified_groups: The agent has permission to access only specific groups configured in the Freshservice system.
  entire_helpdesk: The scope of the role assigned to the agent extends to the entire Freshservice account.
  assigned_items: The agent has permission to access only the items assigned to them.
  member_groups: The scope of the role assigned to the agent extends to the groups to which the agent is added as a member or observer.
  scope_groupsarray of objects
  If the value of scope is specified_groups, scope_groups provides the details of the groups to which the agent has permission to access.
  idinteger
  Identifier of the group.
  namestring
  Name of the group.
  workspace_idinteger
  Identifier of the workspace associated with the agent for which the role is configured. It is auto-generated when a new workspace is configured in the Freshworks system.
  For Freshservice accounts without a configured workspace, the value of this attribute is null.
  workspace_namestring
  Name of the workspace associated with the agent for which the role is configured.
  For Freshservice accounts without a configured workspace, the value of this attribute is null.
- background_informationstring
  Descriptive information about the user.
- background_information_truncatedboolean
  Specifies whether the background_information attribute value is truncated.
  Possible values: true, false.
- belongs_to_workspace_idsarray of integers
  Important:Applicable only for Freshservice for MSPs product account. Identifier of the client associated with the user.
- can_see_all_tickets_from_associated_workspace_idsarray of integers
  Important:Applicable only for Freshservice for MSPs product account. Identifier of the client(s) for whom the user can view all tickets on the support portal.
- can_see_all_tickets_from_associated_departmentsboolean
  Important:Applicable only for Freshservice product account.
  Specifies whether the user can view all the tickets assigned to the departments with which the user is associated.
  Possible values: true, false.
- custom_fieldsobject
  Information pertaining to the user specified through custom fields.
  Note:Custom fields can be configured to obtain additional information about the user. The custom_fields 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_idsarray of integers
  Identifiers of the departments associated with the user.
- department_ids_droppedboolean
  Specifies whether any values are omitted from the department_ids array.
  Possible values: true, false.
- department_namesarray of strings
  Names of the departments associated with the user.
- department_names_droppedboolean
  Specifies whether any values are omitted from the department_names array.
  Possible values: true, false.
- first_namestring
  First name of the user.
- forgottenboolean
  Specifies whether the user details and all associated information are erased from the Freshservice system, for GDPR compliance.
  For onUserDelete, this attribute value is true.
  Possible values: true, false.
- job_titlestring
  Job title of the user.
- languagestring
  Primary language of the user.
- last_namestring
  Last name of the user.
- license_typestring
  Type of license automatically allocated by Freshservice when a user is added to a workspace.
  For information on Workspaces, see What is a workspace.
  For information on license types, see Agent and license types.
  Possible values:
  it_agent: The agent is allocated an IT full-time license.
  business_agent: The agent is allocated a Business license.
  requester: The user is a requester with access to all workspaces.
- location_idinteger
  Identifier of the location of the user.
  For a user with no location specified, the value of this attribute is null.
- location_namestring
  Name of the location of the user.
  For a user with no location specified, the value of this attribute is null.
- mobile_phone_numberstring
  Mobile phone number of the user.
- occasional_agentboolean
  Specifies whether the agent is an occasional agent.
  If the user is a requester, this value is false.
  Occasional agents log in at irregular intervals to either monitor the task or work on tasks for a certain period as per requirement, such as the supervisor or the visiting maintenance technician. For more information, see Full-time vs Occasional agents.
  Possible values: true, false.
- primary_emailstring
  Primary email address of the user.
- reporting_manager_emailstring
  Email address of the reporting manager.
- reporting_manager_idinteger
  Auto-generated identifier of the reporting manager when the reporting manager’s details are configured in the Freshservice system.
- reporting_manager_namestring
  Name of the reporting manager.
- requester_accessobject
  Information pertaining to the access permissions of the requester.
  If the user is an agent, this attribute value is null.
  project_management_accessobject
  Requesters with a project license can be given certain project management privileges. project_management_access lists these privileges.
  For more information, see Adding a requester to a project.
  manage_projectsboolean
  Specifies whether the requester has access to manage projects.
  Possible values: true, false.
  view_and_manage_project_task_reportsboolean
  Specifies whether the requester has access to view and manage project analytics/tasks reports.
  Possible values: true, false.
  view_projectsboolean
  Specifies whether the requester has access to view projects.
  Possible values: true, false.
  work_on_projectsboolean
  Specifies whether the requester has access to work on projects.
  Possible values: true, false.
  requester_groupsarray of objects
  Requesters can belong to requester groups that have restricted access to service items and solution articles.
  requester_groups lists all requester groups to which the requester belongs.
  idinteger
  Identifier of the requester group.
  namestring
  Name of the requester group.
- scoreboard_levelstring
  The level reached by the user based on the points gained by handling or resolving tickets.
  If the user is a requester, this attribute value is null.
  Possible values: Beginner, Intermediate, Professional, Expert, Master, Guru.
- secondary_emailsarray of strings
  Secondary email addresses of the user, specified as an array.
- time_formatstring
  Time format selected by the user.
  Possible values: 12h (12 hour format), 24h (24 hour format)
- time_zonestring
  Time zone of the user.
  Possible values: See List of timezones supported in Freshservice.
- vip_userboolean
  Specifies whether the user is marked as a VIP user.
  Possible values: true, false.
- work_phone_numberstring
  Work phone number of the user.

onUserDeleteFreshserviceFreshservice for MSPsFreshservice for business teams

The onUserDelete event is triggered in the Freshservice system when a user is forgotten in the Freshservice system and all the user details are purged from the system.

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

manifest.json

"events": {
  "onUserDelete": {
      "handler": "onUserDeleteCallback"
  }
}

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

server.js

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

Attributes of the data object

actorobject
Information pertaining to the entity who triggered the onUserDelete event in the Freshservice system.
- idinteger
  Identifier of the actor who triggered the product event.
- namestring
  Full name of the actor.
user
Information pertaining to a user in the Freshservice system.
- idinteger
  Identifier of the user object, auto-generated when the user’s information is configured in the Freshservice system.
- created_atstring
  Timestamp of when the user’s record was created in the Freshservice system, specified in the UTC format.
- updated_atstring
  Timestamp of when the user’s record was last updated in the Freshservice system, specified in the UTC format.
- activeboolean
  Specifies whether the user’s account is active in the Freshservice system.
  Possible values: true, false. Note: The value of this attribute is false when the user’s account is deactivated.
- addressstring
  Address of the user.
- agent_accessstring
  Information pertaining to the access permissions of the agent.
  For the onUserDelete event, the value of this attribute is null.
  groupsarray of objects
  Information pertaining to the groups associated with the agent.
  idinteger
  Identifier of the group.
  leaderboolean
  Specifies whether the agent is assigned as leader of a restricted group.
  Possible values: true, false.
  namestring
  Name of the group.
  observerboolean
  Specifies whether the agent has been added as an observer to the group.
  Possible values: true, false.
  workspace_idinteger
  Identifier of the workspace associated with the group, which is auto-generated when a new workspace is configured in the Freshworks system.
  For Freshservice accounts without a configured workspace, the value of this attribute is null.
  workspace_namestring
  Name of the workspace associated with the group.
  For Freshservice accounts without a configured workspace, the value of this attribute is null.
  rolesarray of objects
  Information pertaining to the roles assigned to the agent.
  idinteger
  Auto-generated identifier of the role assigned to the agent.
  namestring
  Name of the role assigned to the agent.
  role_typestring
  Type of the role assigned to the agent, specifying whether the role grants admin-level permissions or agent-level permissions.
  Possible values:
  admin_and_agent: The role grants admin-level and agent-level permissions.
  admin: The role grants admin-level permissions.
  agent: The role grants agent-level permissions.
  scopestring
  Scope of the role assigned to the agent. The value of this attribute specifies the access permission granted to the agent in the Freshservice system.
  Possible values:
  specified_groups: The agent has permission to access only specific groups configured in the Freshservice system.
  entire_helpdesk: The scope of the role assigned to the agent extends to the entire Freshservice account.
  assigned_items: The agent has permission to access only the items assigned to them.
  member_groups: The scope of the role assigned to the agent extends to the groups to which the agent is added as a member or observer.
  scope_groupsarray of objects
  If the value of scope is specified_groups, scope_groups provides the details of the groups to which the agent has permission to access.
  idinteger
  Identifier of the group.
  namestring
  Name of the group.
  workspace_idinteger
  Identifier of the workspace associated with the agent for which the role is configured. It is auto-generated when a new workspace is configured in the Freshworks system.
  For Freshservice accounts without a configured workspace, the value of this attribute is null.
  workspace_namestring
  Name of the workspace associated with the agent for which the role is configured.
  For Freshservice accounts without a configured workspace, the value of this attribute is null.
- background_informationstring
  Descriptive information about the user.
- background_information_truncatedboolean
  Specifies whether the background_information attribute value is truncated.
  Possible values: true, false.
- belongs_to_workspace_idsarray of integers
  Important:Applicable only for Freshservice for MSPs product account. Identifier of the client associated with the user.
- can_see_all_tickets_from_associated_workspace_idsarray of integers
  Important:Applicable only for Freshservice for MSPs product account. Identifier of the client(s) for whom the user can view all tickets on the support portal.
- can_see_all_tickets_from_associated_departmentsboolean
  Important:Applicable only for Freshservice account. Specifies whether the user can view all the tickets assigned to the departments with which the user is associated.
  Possible values: true, false.
- custom_fieldsobject
  Information pertaining to the user specified through custom fields.
  Note:Custom fields can be configured to obtain additional information about the user. The custom_fields 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_idsarray of integers
  Identifiers of the departments associated with the user.
- department_ids_droppedboolean
  Specifies whether any values are omitted from the department_ids array.
  Possible values: true, false.
- department_namesarray of strings
  Names of the departments associated with the user.
- department_names_droppedboolean
  Specifies whether any values are omitted from the department_names array.
  Possible values: true, false.
- first_namestring
  First name of the user.
- forgottenboolean
  Specifies whether the user details and all associated information are erased from the Freshservice system, for GDPR compliance.
  For onUserDelete, this attribute value is true.
  Possible values: true, false.
- job_titlestring
  Job title of the user.
- languagestring
  Primary language of the user.
- last_namestring
  Last name of the user.
- license_typestring
  Type of license automatically allocated by Freshservice when a user is added to a workspace.
  For information on Workspaces, see What is a workspace.
  For information on license types, see Agent and license types.
  Possible values:
  it_agent: The agent is allocated an IT full-time license.
  business_agent: The agent is allocated a Business license.
  requester: The user is a requester with access to all workspaces.
- location_idinteger
  Identifier of the location of the user.
  For a user with no location specified, the value of this attribute is null.
- location_namestring
  Name of the location of the user.
  For a user with no location specified, the value of this attribute is null.
- mobile_phone_numberstring
  Mobile phone number of the user.
- occasional_agentboolean
  Specifies whether the agent is an occasional agent.
  If the user is a requester, this value is false.
  Occasional agents log in at irregular intervals to either monitor the task or work on tasks for a certain period as per requirement, such as the supervisor or the visiting maintenance technician. For more information, see Full-time vs Occasional agents.
  Possible values: true, false.
- primary_emailstring
  Primary email address of the user.
- reporting_manager_emailstring
  Email address of the reporting manager.
- reporting_manager_idinteger
  Auto-generated identifier of the reporting manager when the reporting manager’s details are configured in the Freshservice system.
- reporting_manager_namestring
  Name of the reporting manager.
- requester_accessobject
  Information pertaining to the access permissions of the requester.
  If the user is an agent, this attribute value is null.
  project_management_accessobject
  Requesters with a project license can be given certain project management privileges. project_management_access lists these privileges.
  For more information, see Adding a requester to a project.
  manage_projectsboolean
  Specifies whether the requester has access to manage projects.
  Possible values: true, false.
  view_and_manage_project_task_reportsboolean
  Specifies whether the requester has access to view and manage project analytics/tasks reports.
  Possible values: true, false.
  view_projectsboolean
  Specifies whether the requester has access to view projects.
  Possible values: true, false.
  work_on_projectsboolean
  Specifies whether the requester has access to work on projects.
  Possible values: true, false.
  requester_groupsarray of objects
  Requesters can belong to requester groups that have restricted access to service items and solution articles.
  requester_groups lists all requester groups to which the requester belongs.
  idinteger
  Identifier of the requester group.
  namestring
  Name of the requester group.
- scoreboard_levelstring
  The level reached by the user based on the points gained by handling or resolving tickets.
  If the user is a requester, this attribute value is null.
  Possible values: Beginner, Intermediate, Professional, Expert, Master, Guru.
- secondary_emailsarray of strings
  Secondary email addresses of the user, specified as an array.
- time_formatstring
  Time format selected by the user.
  Possible values: 12h (12 hour format), 24h (24 hour format)
- time_zonestring
  Time zone of the user.
  Possible values: See List of timezones supported in Freshservice.
- vip_userboolean
  Specifies whether the user is marked as a VIP user.
  Possible values: true, false.
- work_phone_numberstring
  Work phone number of the user.

Sample payload

Agent Deletion on an account without workspaces

Agent Deletion on an account with workspaces

Requester Deletion

{
  "currentHost":{
    "subscribed_modules": [
      "service_user"
    ],
    "endpoint_urls": {
      "freshservice": "https://subdomain.freshservice.com"
    }
  },
  "data": {
    "actor": {
        "id": 3102,
        "name": "Jason Smith"
    },
    "user": {
      "active": false,
      "address": null,
      "agent_access": null,
      "background_information": null,
      "background_information_truncated": false,
      "can_see_all_tickets_from_associated_departments": null,
      "created_at": "2023-09-13T19:16:29+12:45",
      "custom_fields": {
        "cf_date": null,
        "cf_qodjab_checkbox": null,
        "cf_qodjab_date": null,
        "cf_qodjab_dropdown": null,
        "cf_qodjab_number": null,
        "cf_qodjab_paragraph": null,
        "cf_qodjab_phone_number": null,
        "cf_qodjab_single_line": null,
        "cf_qodjab_url": null
      },
      "department_ids": null,
      "department_names": null,
      "first_name": "Forgotten User",
      "forgotten": true,
      "id": 4497,
      "job_title": null,
      "language": null,
      "last_name": null,
      "license_type": null,
      "location_id": null,
      "location_name": null,
      "mobile_phone_number": null,
      "occasional_agent": null,
      "primary_email": null,
      "reporting_manager_email": null,
      "reporting_manager_id": null,
      "reporting_manager_name": null,
      "requester_access": null,
      "scoreboard_level": null,
      "secondary_emails": null,
      "time_format": null,
      "time_zone": null,
      "updated_at": "2023-10-03T20:32:57+13:45",
      "vip_user": null,
      "work_phone_number": null
    }
  },
  "event": "onUserDelete",
  "region": "US",
  "timestamp": "1696316276007",
  "version": "1.0.0"
}

Configure onUserCreate, onUserUpdate, and onUserDelete

onUserCreateFreshserviceFreshservice for MSPsFreshservice for business teams

Attributes of the data object

onUserUpdateFreshserviceFreshservice for MSPsFreshservice for business teams

Attributes of the data object

onUserDeleteFreshserviceFreshservice for MSPsFreshservice for business teams

Attributes of the data object