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Glossary

This documentation is for the new preview UI. It’s still being refined and is subject to change. For documentation for the old UI, see Knowledge Base.

Freshservice Connector

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Updated

on ‎10-31-2025 12:22 PM - edited 4 weeks ago by Lansweeper Employee

Published
‎10-31-2025 12:22 PM
14 min read
Note on third‑party tools

We aim to provide accurate and helpful details about third‑party tools, but we can’t guarantee that this information is always complete or up to date. If you notice any discrepancies, feel free to share them in the feedback section below. For the most reliable information, please always refer to the third‑party tool’s official documentation.

Use the Freshservice component to manage tickets, problems, agents, and more.

Connections

API Key

Connect to Freshservice using an API key.

  1. Login to your Support Portal
  2. Click on your profile picture on the top right corner of your portal
  3. Go to Profile settings Page
  4. Your API key will be available below the change password section to your right
Input Comments Default
Freshservice Domain Add only the domain name of your Freshservice account. For example, if your Freshservice URL is https://example.freshservice.com, enter example.
API Key Your Freshservice API key.

Actions

Create Agent

Create a new agent.

Input Comments Default
Connection
First Name First name of the agent.
Email Email address of the agent.
Roles Roles of the agent. An array of hashes. See https://api.freshservice.com/#agent_attributes for more information.
Last Name Last name of the agent.
Address Address of the agent.
Occasional True if the agent is an occasional agent, and false if full-time agent. false
Job Title Job title of the agent.
Work Phone Number Work phone number of the agent.
Mobile Phone Number Mobile phone number of the agent.
Department IDs Unique IDs of the departments associated with the agent.
Can See All Tickets From Associated Departments Set to true if the agent must be allowed to view tickets filed by other members of the department, and false otherwise. false
Additional Fields Additional fields that might not be covered by the standard inputs. This is a JSON object. See https://api.freshservice.com/#agent_attributes for more information.
Debug Request Enabling this flag will log out the current request. false

Create Asset

Create a new asset.

Input Comments Default
Connection
Name Name of the asset.
Asset Type ID ID of the asset type.
Asset Tag Asset tag of the asset.
Impact Impact of the asset.
Usage Type Usage type of the asset.
Description Description of the asset.
Location ID ID of the associated location.
Agent ID ID of the associated agent (Managed By).
Department ID ID of the associated department.
Group ID ID of the associated agent group (Managed By Group).
Workspace ID ID of the workspace that the asset belongs to. If not provided, the ID of the primary workspace will be defaulted. Applicable only to accounts on the Employee Support Mode.
Additional Fields Additional fields that might not be covered by the standard inputs. This is a JSON object. See https://api.freshservice.com/#asset_attributes for more information.
Debug Request Enabling this flag will log out the current request. false

Create Problem

Create a new problem.

Input Comments Default
Connection
Subject Subject of the Problem.
Email Email of the initiator of the problem.
Description HTML content of the problem.
Due By Timestamp at which Problem due ends.
Priority Priority of the Problem.
Status Status identifier of the Problem.
Impact Impact of the Problem.
Category Category of the Problem.
Sub Category Sub-category of the Problem.
Item Category Item of the Problem.
Additional Fields Additional fields that might not be covered by the standard inputs. This is a JSON object. See https://api.freshservice.com/#problem_attributes for more information.
Debug Request Enabling this flag will log out the current request. false

Create Requester

Create a new requester.

Input Comments Default
Connection
First Name First name of the requester.
Primary Email Primary email address of the requester.
Last Name Last name of the requester.
Job Title Job title of the requester.
Work Phone Number Work phone number of the requester.
Mobile Phone Number Mobile phone number of the requester.
Reporting Manager ID User ID of the requester’s reporting manager.
Secondary Emails Additional/secondary emails associated with the requester. Array of email addresses.
Department IDs Unique IDs of the departments associated with the requester. Array of ID numbers.
Address Address of the requester.
Additional Fields Additional fields that might not be covered by the standard inputs. This is a JSON object. See https://api.freshservice.com/#requester_attributes for more information.
Debug Request Enabling this flag will log out the current request. false

Create Service Request

Create a new service request.

Input Comments Default
Connection
Display ID The ID of the display to place a request for.
Quantity Quantity needed by the requester.
Email Email id of the requester. If no email is provided, the request is created on behalf of the agent.
Requested For Email id of the requester on whose behalf the service request is created.
Additional Fields Additional fields that might not be covered by the standard inputs. This is a JSON object. See https://api.freshservice.com/#service_request for more information.
Debug Request Enabling this flag will log out the current request. false

Create Software

Create a new software application.

Input Comments Default
Connection
Name Name of the software.
Description Description of the software.
Application Type Type of the software.
Status Status of the software.
Managed By ID ID of the user managing the software (must be a user in Freshservice).
Notes Notes about the software.
Category Category of the software.
Source Name of the source from where the software details are updated.
Workspace ID ID of the workspace that the software belongs to. If not provided, the ID of the primary workspace will be defaulted. Applicable only to accounts on the Employee Support Mode.
Additional Fields Additional fields that might not be covered by the standard inputs. This is a JSON object. See https://api.freshservice.com/#software_attributes for more information.
Debug Request Enabling this flag will log out the current request. false

Create Ticket

Create a new ticket.

Input Comments Default
Connection
Description HTML content of the ticket.
Subject Subject of the ticket.
Email Email address of the requester.
Priority Priority of the ticket.
Status Status of the ticket.
CC Emails Email addresses added in the 'cc' field of the incoming ticket email. The value should be an array of strings.
Workspace ID ID of the workspace that the ticket belongs to.
Additional Fields Additional fields that might not be covered by the standard inputs. This is a JSON object. See https://api.freshservice.com/#ticket_attributes for more information.
Debug Request Enabling this flag will log out the current request. false

Deactivate Agent

Deactivate an agent.

Input Comments Default
Connection
Agent ID Unique ID of the agent to deactivate.
Debug Request Enabling this flag will log out the current request. false

Deactivate Requester

Deactivate a requester.

Input Comments Default
Connection
Requester ID Unique ID of the requester to deactivate.
Debug Request Enabling this flag will log out the current request. false

Delete Asset

Delete an asset.

Input Comments Default
Connection
Asset Display ID Display ID of the asset to delete.
Debug Request Enabling this flag will log out the current request. false

Delete Problem

Delete a Problem.

Input Comments Default
Connection
Problem ID ID of the Problem to delete.
Debug Request Enabling this flag will log out the current request. false

Delete Software

Delete a software application.

Input Comments Default
Connection
Application ID Unique ID of the software to delete.
Debug Request Enabling this flag will log out the current request. false

Delete Ticket

Delete a Ticket.

Input Comments Default
Connection
Ticket ID ID of the ticket to delete.
Debug Request Enabling this flag will log out the current request. false

Forget Agent

Forget an agent.

Input Comments Default
Connection
Agent ID Unique ID of the agent to forget.
Debug Request Enabling this flag will log out the current request. false

Get Agent

View an agent.

Input Comments Default
Connection
Agent ID Unique ID of the agent to retrieve.
Debug Request Enabling this flag will log out the current request. false

Get Asset

View an Asset.

Input Comments Default
Connection
Asset Display ID Display ID of the asset to retrieve.
Debug Request Enabling this flag will log out the current request. false

Get Problem

View a Problem.

Input Comments Default
Connection
Problem ID ID of the Problem.
Debug Request Enabling this flag will log out the current request. false

Get Requester

View information about a requester.

Input Comments Default
Connection
Requester ID Unique ID of the requester to retrieve.
Debug Request Enabling this flag will log out the current request. false

Get Software

View a software application.

Input Comments Default
Connection
Application ID Unique ID of the software to retrieve.
Debug Request Enabling this flag will log out the current request. false

Get Ticket

View a Ticket.

Input Comments Default
Connection
Ticket ID ID of the ticket to retrieve.
Additional Query Parameters Additional query parameters that might not be covered by the standard inputs like filters.
Debug Request Enabling this flag will log out the current request. false

Get Workspace

View a Workspace.

Input Comments Default
Connection
Workspace ID ID of the workspace to retrieve.
Additional Query Parameters Additional query parameters that might not be covered by the standard inputs like filters.
Debug Request Enabling this flag will log out the current request. false

List Agents

View List of Agents.

Input Comments Default
Connection
Fetch All Set to true to retrieve all results. true
Items Per Page Number of items to return per page. Default is 30. Maximum is 100. 30
Page Number Page number to return.
Additional Query Parameters Additional query parameters that might not be covered by the standard inputs like filters.
Debug Request Enabling this flag will log out the current request. false

List Assets

View List of Assets.

Input Comments Default
Connection
Fetch All Set to true to retrieve all results. true
Items Per Page Number of items to return per page. Default is 30. Maximum is 100. 30
Page Number Page number to return.
Additional Query Parameters Additional query parameters that might not be covered by the standard inputs like filters.
Debug Request Enabling this flag will log out the current request. false

List Problems

View List of Problems.

Input Comments Default
Connection
Fetch All Set to true to retrieve all results. true
Items Per Page Number of items to return per page. Default is 30. Maximum is 100. 30
Page Number Page number to return.
Additional Query Parameters Additional query parameters that might not be covered by the standard inputs like filters.
Debug Request Enabling this flag will log out the current request. false

List Requesters

View List of Requesters.

Input Comments Default
Connection
Fetch All Set to true to retrieve all results. true
Items Per Page Number of items to return per page. Default is 30. Maximum is 100. 30
Page Number Page number to return.
Additional Query Parameters Additional query parameters that might not be covered by the standard inputs like filters.
Debug Request Enabling this flag will log out the current request. false

List Software

List all software applications.

Input Comments Default
Connection
Debug Request Enabling this flag will log out the current request. false

List Tickets

View List of Tickets.

Input Comments Default
Connection
Filter Filter the tickets.
Fetch All Set to true to retrieve all results. true
Items Per Page Number of items to return per page. Default is 30. Maximum is 100. 30
Page Number Page number to return.
Additional Query Parameters Additional query parameters that might not be covered by the standard inputs like filters.
Debug Request Enabling this flag will log out the current request. false

List Workspaces

View List of Workspaces.

Input Comments Default
Connection
Fetch All Set to true to retrieve all results. true
Items Per Page Number of items to return per page. Default is 30. Maximum is 100. 30
Page Number Page number to return.
Additional Query Parameters Additional query parameters that might not be covered by the standard inputs like filters.
Debug Request Enabling this flag will log out the current request. false

Move Asset

Move an asset to a different workspace.

Input Comments Default
Connection
Asset Display ID Display ID of the asset to move.
Workspace ID ID of the workspace to move the asset to.
Group ID ID of the new asset group.
Agent ID ID of the new asset agent.
Debug Request Enabling this flag will log out the current request. false

Move Problem

Move a Problem to a different workspace.

Input Comments Default
Connection
Problem ID ID of the Problem to move.
Workspace ID ID of the workspace to move the Problem to.
Group ID New assigned group ID for the Problem.
Owner ID New assigned owner ID for the Problem.
Debug Request Enabling this flag will log out the current request. false

Move Software

Move a software application to a different workspace.

Input Comments Default
Connection
Application ID Unique ID of the software to move.
Workspace ID ID of the workspace to move the software to.
Debug Request Enabling this flag will log out the current request. false

Move Ticket

Move a Ticket to a different workspace.

Input Comments Default
Connection
Ticket ID ID of the ticket to move.
Workspace ID ID of the workspace to move the ticket to.
Group ID New group ID to assign the ticket to.
Responder ID New responder ID to assign the ticket to.
Debug Request Enabling this flag will log out the current request. false

Raw Request

Send raw HTTP request to Freshservice.

Input Comments Default
Connection
URL Input the path only (/problems), The base URL is already included (https://yourdomain.freshservice.com/api/v2). For example, to connect to https://yourdomain.freshservice.com/api/v2/problems, only /problems is entered in this field.
Method The HTTP method to use.
Data The HTTP body payload to send to the URL.
Form Data The Form Data to be sent as a multipart form upload.
File Data File Data to be sent as a multipart form upload.
File Data File Names File names to apply to the file data inputs. Keys must match the file data keys above.
Query Parameter A list of query parameters to send with the request. This is the portion at the end of the URL similar to ?key1=value1&key2=value2.
Header A list of headers to send with the request.
Response Type The type of data you expect in the response. You can request json, text, or binary data. json
Timeout The maximum time that a client will await a response to its request
Debug Request Enabling this flag will log out the current request. false
Retry Delay (ms) The delay in milliseconds between retries. This is used when 'Use Exponential Backoff' is disabled. 0
Retry On All Errors If true, retries on all erroneous responses regardless of type. This is helpful when retrying after HTTP 429 or other 3xx or 4xx errors. Otherwise, only retries on HTTP 5xx and network errors. false
Max Retry Count The maximum number of retries to attempt. Specify 0 for no retries. 0
Use Exponential Backoff Specifies whether to use a pre-defined exponential backoff strategy for retries. When enabled, 'Retry Delay (ms)' is ignored. false

Search Asset

Search for assets.

Input Comments Default
Connection
Search Query Search query to filter assets. Supported fields are name, asset_tag, and serial_number.
Additional Query Parameters Additional query parameters that might not be covered by the standard inputs like filters.
Debug Request Enabling this flag will log out the current request. false

Update Agent

Update an existing agent.

Input Comments Default
Connection
Agent ID Unique ID of the agent to update.
Email Email address of the agent.
Roles Roles of the agent. An array of hashes. See https://api.freshservice.com/#agent_attributes for more information.
Scoreboard Level ID Unique ID of the level of the agent in the Arcade.
Address Address of the agent.
Occasional True if the agent is an occasional agent, and false if full-time agent.
Signature Signature of the agent in HTML format.
Department IDs Unique IDs of the departments associated with the agent.
Can See All Tickets From Associated Departments Set to true if the agent must be allowed to view tickets filed by other members of the department, and false otherwise.
Additional Fields Additional fields that might not be covered by the standard inputs. This is a JSON object. See https://api.freshservice.com/#agent_attributes for more information.
Debug Request Enabling this flag will log out the current request. false

Update Asset

Update an asset.

Input Comments Default
Connection
Asset Display ID Display ID of the asset to update.
Name Name of the asset.
Asset Type ID ID of the asset type.
Asset Tag Asset tag of the asset.
Impact Impact of the asset.
Usage Type Usage type of the asset.
Description Description of the asset.
Location ID ID of the associated location.
Agent ID ID of the associated agent (Managed By).
Department ID ID of the associated department.
Group ID ID of the associated agent group (Managed By Group).
Additional Fields Additional fields that might not be covered by the standard inputs. This is a JSON object. See https://api.freshservice.com/#asset_attributes for more information.
Debug Request Enabling this flag will log out the current request. false

Update Problem

Update a Problem.

Input Comments Default
Connection
Problem ID ID of the Problem to update.
Subject Subject of the Problem.
Email Email of the initiator of the problem.
Description HTML content of the problem.
Due By Timestamp at which Problem due ends.
Priority Priority of the Problem.
Status Status identifier of the Problem.
Impact Impact of the Problem.
Category Category of the Problem.
Sub Category Sub-category of the Problem.
Item Category Item of the Problem.
Additional Fields Additional fields that might not be covered by the standard inputs. This is a JSON object. See https://api.freshservice.com/#problem_attributes for more information.
Debug Request Enabling this flag will log out the current request. false

Update Requester

Update a requester.

Input Comments Default
Connection
Requester ID Unique ID of the requester to update.
First Name First name of the requester.
Primary Email Primary email address of the requester.
Last Name Last name of the requester.
Job Title Job title of the requester.
Work Phone Number Work phone number of the requester.
Mobile Phone Number Mobile phone number of the requester.
Reporting Manager ID User ID of the requester’s reporting manager.
Secondary Emails Additional/secondary emails associated with the requester. Array of email addresses.
Department IDs Unique IDs of the departments associated with the requester. Array of ID numbers.
Address Address of the requester.
Additional Fields Additional fields that might not be covered by the standard inputs. This is a JSON object. See https://api.freshservice.com/#requester_attributes for more information.
Debug Request Enabling this flag will log out the current request. false

Update Software

Update an existing software application.

Input Comments Default
Connection
Application ID Unique ID of the software to update.
Name Name of the software.
Description Description of the software.
Application Type Type of the software.
Status Status of the software.
Managed By ID ID of the user managing the software (must be a user in Freshservice).
Notes Notes about the software.
Category Category of the software.
Source Name of the source from where the software details are updated.
Additional Fields Additional fields that might not be covered by the standard inputs. This is a JSON object. See https://api.freshservice.com/#software_attributes for more information.
Debug Request Enabling this flag will log out the current request. false

Update Ticket

Update a Ticket.

Input Comments Default
Connection
Ticket ID ID of the ticket to update.
Priority Priority of the ticket.
Status Status of the ticket.
Source The channel through which the ticket was created.
Bypass Mandatory To bypass mandatory fields check while updating the ticket except for requester_id, source. Any business rules trying to mandate certain fields will also be bypassed. All fields configured as mandatory upon closing or resolving the ticket will be skipped while updating the ticket. This can only be passed by an admin.
Additional Fields Additional fields that might not be covered by the standard inputs. This is a JSON object. See https://api.freshservice.com/#ticket_attributes for more information.
Debug Request Enabling this flag will log out the current request. false