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