Freshservice (Preview)

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

Creating a connection

The connector supports the following authentication types:

Default Parameters for creating connection. All regions Not shareable

Default

Applicable: All regions

Parameters for creating connection.

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 connection10060 seconds
Frequency of trigger polls1120 seconds

Actions

Add a note to a ticket

Add a private or public note to a ticket.

Create a ticket

Create a ticket.

Update a ticket

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

Add a note to a ticket

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

Create a ticket

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

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

Triggers

When a ticket is created

Triggers when a new ticket is created.

When a ticket is created

Triggers when a new ticket is created.

Returns

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.

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