InTouch Hub · Blue Isle Software

Freshservice

Create and update ITSM tickets, assets, and changes in Freshworks' Freshservice via the Freshservice REST API v2.

Provided free and as is, without warranty of any kind — including merchantability, fitness for a particular purpose, and the accuracy or completeness of any result. See the licence. You are responsible for checking what this produces before relying on it.

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Freshservice

Create and update ITSM tickets, assets, and changes in Freshworks Freshservice via the Freshservice REST API v2.

What it does

This tool wraps the Freshservice ITSM REST API v2 so InTouch jobs and the AI assistant can read and write Freshservice records without leaving the platform. It branches on an operation input and calls the real endpoints under https://{domain}.freshservice.com/api/v2.

Operations

Operation Method & Endpoint Required inputs
list_tickets GET /api/v2/tickets —
get_ticket GET /api/v2/tickets/{ticketId} ticketId
create_ticket POST /api/v2/tickets subject, description, email
update_ticket PUT /api/v2/tickets/{ticketId} ticketId + at least one field
create_asset POST /api/v2/assets name, assetTypeId
create_change POST /api/v2/changes subject, description

priority accepts low | medium | high | urgent (mapped to Freshservice codes 1–4; default low). ticketStatus accepts open | pending | resolved | closed (codes 2–5; default open). changeType accepts minor | standard | major | emergency (codes 1–4; default minor).

API key setup

  1. Sign in to Freshservice and click your profile avatar > Profile settings.
  2. Copy the value under Your API Key.
  3. Provide it as the apiKey input. Also provide your domain — the subdomain in https://{domain}.freshservice.com (e.g. acmeinc).

Authentication uses HTTP Basic auth with the API key as the username and a dummy password X ({apiKey}:X, base64-encoded). Username/password auth was deprecated by Freshservice on 2023-05-31; only API-key auth is supported.

Examples

List open tickets:

operation = list_tickets
domain    = acmeinc
apiKey    = <your key>

Create a ticket:

operation    = create_ticket
domain       = acmeinc
apiKey       = <your key>
subject      = Laptop won't boot
description  = User reports a black screen on power-on.
email        = [email protected]
priority     = high
ticketStatus = open

Update a ticket's status:

operation    = update_ticket
domain       = acmeinc
apiKey       = <your key>
ticketId     = 42
ticketStatus = resolved

Create a change:

operation   = create_change
domain      = acmeinc
apiKey      = <your key>
subject     = Upgrade prod DB to v15
description = Planned maintenance window Saturday 02:00–04:00 UTC.
priority    = medium
changeType  = standard

Output

Both outputs are published as step results:

On error the step fails and emits {"error": "..."}.

Publishes

The keys a later task may reference as {{taskName.key}}. Referencing anything not listed here resolves to nothing at run time.

Input Properties

Every property this tool accepts, from its own tool.iml.

Property Type Required Default Description
apiKey string yes — DEPRECATED — bind an API Key credential to the task with credentialName instead. A key pasted here is stored in the workflow definition in clear and appears in every export of it. Still honoured for workflows built before the change.
operation string yes — One of: list_tickets, get_ticket, create_ticket, update_ticket, create_asset, create_change
domain string no — Your Freshservice subdomain (the {domain} in https://{domain}.freshservice.com). Required.
ticketId string no — Ticket id for get_ticket / update_ticket.
subject string no — Subject line for create_ticket, update_ticket, or create_change.
description string no — HTML/text description for create_ticket, update_ticket, or create_change.
email string no — Requester email for create_ticket.
priority string no — Optional priority: low, medium, high, or urgent (defaults to low).
ticketStatus string no — Optional status: open, pending, resolved, or closed (defaults to open).
changeType string no — Optional change type for create_change: minor, standard, major, or emergency (defaults to minor).
name string no — Asset display name for create_asset.
assetTypeId string no — Numeric asset-type id for create_asset.