# Freshservice - Update ticket action

This action allows you to update a ticket in Freshservice.

# Input

Input field Description
Ticket ID Select the ticket ID from the drop-down menu.
Group Specify the group to which the ticket is to be assigned
Department Specify the department that the ticket belongs to.
Agent Specify the agent to whom the ticket should be assigned.
Subject Specify subject of the ticket.
Description Specify description of the ticket.
Requester Provide the requester of the ticket.
Type Select a type from the drop-down menu.
Status Select the status from the drop-down menu.
Priority Select the priority from the drop-down menu.
CC emails Email addresses added in the 'cc' field of the incoming ticket email.
Custom fields Provide key value pairs containing the names and values of custom fields
Email config ID Provide ID of the email config which is used for this ticket.
Category Select category from the drop-down menu.
Sub category Select sub category from the drop-down menu.
Item category Select item category from the drop-down menu.
Source Select source from the drop-down menu.
Tags Provide tags that have been associated with the ticket.
Response within Specify timestamp that denotes when the first response is due.
Resolve within Specify timestamp that denotes when the ticket is due to be resolved.
Urgency Select urgency from the drop-down menu.
Impact Select impact from the drop-down menu.
Planned start date Provide planned start date in timestamp format.
Planned end date Provide planned end date in timestamp format.
Planned effort Provide planned efforts in this field.

# Output

Field Description
Ticket ID A unique identifier assigned to the ticket.
Department ID The ID of the department handling the ticket.
CC emails Email addresses that receive copies of ticket updates.
Forward emails Email addresses where the ticket can be forwarded.
Reply CC emails Email addresses that are copied in replies to the ticket.
Custom fields Additional fields for capturing specific information related to the ticket.
Deleted Indicates whether the ticket has been deleted (true/false).
Description Detailed text describing the issue or request.
Due by The deadline by which the ticket needs to be resolved.
Email config ID The email configuration associated with this ticket.
First response due by The deadline for the first response to the ticket.
First response escalated Indicates if the first response deadline was missed (true/false).
Group ID The ID of the support group handling the ticket.
Is escalated Indicates whether the ticket has been escalated (true/false).
Priority The urgency level of the ticket, typically on a scale (with 1 being high priority).
Category The main category assigned to the ticket.
Sub category A more specific classification under the main category.
Item category Further classification of the issue within the subcategory.
Requester ID The unique identifier of the person who raised the ticket.
Responder ID The unique identifier of the person handling the ticket.
Requested for ID The unique identifier of the individual for whom the request is made.
Source The origin of the ticket (e.g., email, portal, phone call).
Spam Indicates if the ticket was marked as spam (true/false).
Subject A short summary of the ticket's issue or request.
Tags Keywords or labels used for categorizing the ticket.
Status The current state of the ticket (e.g., open, in progress, resolved).
To emails The primary email addresses to which the ticket notifications are sent.
Type Specifies whether the ticket is an incident, service request, etc.
Urgency The level of urgency assigned to the ticket.
Impact The extent to which the issue affects operations.
Workspace ID The ID of the workspace or environment where the ticket belongs.
Resolution notes Notes describing how the issue was resolved.
Department name The name of the department handling the ticket.
Resolution notes (HTML) HTML-formatted version of the resolution notes.
Attachments Files attached to the ticket for reference.
Planned start date The date when work on the ticket is planned to start.
Planned end date The expected completion date for the ticket resolution.
Planned effort The estimated amount of effort required to resolve the ticket.
Created at The timestamp when the ticket was created.
Updated at The timestamp when the ticket was last modified.
Closed at The timestamp when the ticket was marked as resolved/closed.
Tasks dependency type Specifies whether the ticket is dependent on other tasks.
SLA policy ID The service level agreement (SLA) policy applied to the ticket.
BCC emails Email addresses that receive blind carbon copies of ticket updates.
Applied business hours The working hours applicable to the ticket.
Status page ref ID Reference ID for the status page associated with the ticket.
Human display ID A human-friendly identifier for the ticket.
Display ID Another identifier used for displaying the ticket.
Created within business hours Indicates whether the ticket was created during working hours.
Is editable Specifies whether the ticket details can be modified.
Email failure Indicates if there was a failure in sending an email related to the ticket.
Requester Will return requester details like id, name, mobile, phone.
Requested for Will return details of the user on behalf of whom the request has been raised
Problem Returns details of associated problem
Stats Will return the ticket’s closed_at, resolved_at and first_responded_at time
Change Returns list of associated changes and the causing changes details
Change initiated by ticket Indicates if this ticket has triggered a change request.
Change initiating ticket Details of the ticket that initiated a change request.
Changes initiated by ticket The list of changes triggered by this ticket.
Conversations Communication and discussions related to the ticket.
Related tickets Returns child ticket IDs/parent ticket IDs based on the ticket. No IDs are returned for parent tickets without child tickets.
Impacted services Services affected by the issue reported in the ticket.
Assets Returns set of associated asset details


Last updated: 3/17/2025, 12:26:03 PM

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