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

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.