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What can you do with it?

The /freshservice command enables you to manage IT service management (ITSM) operations through the Freshservice API. Perfect for handling support tickets, managing assets, users, and departments in your IT service desk environment.

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How to use it?

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Basic Command Structure

/your-freshservice-connection [action] [required-parameters] [optional-parameters]

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Parameters

Required:
  • subject - Ticket subject when creating tickets
  • description - Ticket description when creating tickets
  • email - Customer email when creating tickets
Optional:
  • priority - Ticket priority (1=Low, 2=Medium, 3=High, 4=Urgent)
  • status - Ticket status (2=Open, 3=Pending, 4=Resolved, 5=Closed)
  • source - Ticket source (1=Email, 2=Portal, 3=Phone, 4=Chat)
  • type - Ticket type (Incident, Service Request)
  • category - Ticket category
  • sub_category - Ticket sub-category
  • item_category - Specific item category

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Tools

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List All Tickets

Retrieve a list of all tickets with optional filtering Parameters:
  • filter (optional) - Filter tickets by status, priority, etc.
  • page (optional) - Page number for pagination
  • per_page (optional) - Number of tickets per page
Example: 
/your-freshservice-connection
action: list_tickets
filter: status:2
page: 1
per_page: 10
Response: 
[
  {
    "id": 1,
    "display_id": 24,
    "subject": "Support needed..",
    "description": "Some details on the issue ...",
    "status": 2,
    "priority": 1,
    "requester_id": 216,
    "responder_id": null,
    "group_id": null,
    "ticket_type": "Incident",
    "category": "Hardware",
    "sub_category": "Computer",
    "item_category": "Mac",
    "source": 2,
    "created_at": "2023-03-15T12:45:00Z",
    "updated_at": "2023-03-15T13:30:00Z",
    "due_by": "2023-03-15T18:45:00Z",
    "fr_due_by": "2023-03-15T14:45:00Z"
  }
]

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Create New Ticket

Create a new support ticket in the service desk Parameters:
  • subject (required) - Ticket subject
  • description (required) - Ticket description
  • email (required) - Customer email
  • priority (optional) - Priority level
  • status (optional) - Initial status
  • source (optional) - Ticket source
  • type (optional) - Ticket type
  • category (optional) - Ticket category
  • sub_category (optional) - Sub-category
  • item_category (optional) - Item category
Example: 
/your-freshservice-connection
action: create_ticket
subject: "New Feature Request"
description: "I would like to request a new feature that allows users to export data as CSV"
email: "customer@example.com"
priority: 2
status: 2
source: 2
type: "Service Request"
category: "Software"
sub_category: "Application"
item_category: "CRM"
Response: 
{
  "id": 3,
  "display_id": 25,
  "subject": "New Feature Request",
  "description": "I would like to request a new feature that allows users to export data as CSV",
  "status": 2,
  "priority": 2,
  "requester_id": 12,
  "responder_id": null,
  "type": "Service Request",
  "created_at": "2023-03-17T11:00:00Z",
  "updated_at": "2023-03-17T11:00:00Z"
}

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List Assets

Retrieve a list of assets in your IT inventory Parameters:
  • page (optional) - Page number for pagination
  • per_page (optional) - Number of assets per page
Example: 
/your-freshservice-connection
action: list_assets
page: 1
per_page: 10

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List Users

Retrieve a list of users/requesters in the system Parameters:
  • page (optional) - Page number for pagination
  • per_page (optional) - Number of users per page
Example: 
/your-freshservice-connection
action: list_users
page: 1
per_page: 10

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Notes

Status values: 2=Open, 3=Pending, 4=Resolved, 5=Closed. Priority values: 1=Low, 2=Medium, 3=High, 4=Urgent. Source values: 1=Email, 2=Portal, 3=Phone, 4=Chat.
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