Tickets

A ticket can be an incident or a service request. An incident is a disruption to an existing service, and a service request is a formal request from a user for something to be provided. Tickets are assigned to agents based on the agent's expertise and on the subject of the ticket.

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Ticket

These APIs help to list, retrive, create, update, delete, restore and other operations associated with FreshService tickets. All the methods return response into Response object. The response object has 3 supported elements and 1 method as depicted below

Use object.json() to access the object elements
Use object.statusCode to access object HTTP status code returned by the endpoint
Use object.header to access returned headers.

List tickets

Fetch the list of all Tickets in Freshservice

// Using with query parameters included
const tickets = await fs.tickets.list();
// use tickets.json() to access object elements
// use tickets.header access returned headers
// use tickets.statusCode access returned HTTP status code

// Using without query parameters
const query = {
  email: "******@freshservice.com",
  filter: "watching",
  include: "stats",
  order_type: "asc"
};
const tickets = await fs.tickets.list(query);
// use tickets.json() to access object elements
// use tickets.header access returned headers
// use tickets.statusCode access returned HTTP status code

Returns a Promise that resolves to an Freshservice.models.Tickets object
The query parameters accepted by the REST APIopen in new window are optional parameters accepted.

Get tickets by ID

Get the details of a Freshservice Ticket

// Using without query parameters included
const ticketId = 99999;
const ticket = await fs.tickets.get(ticketId);
// use ticket.json() to access object elements
// use ticket.header access returned headers
// use ticket.statusCode access returned HTTP status code

// Using with query parameters included
const ticketId = 99999;
const include = "stats";
const ticket = await fs.tickets.get(ticketId, { include });
// use ticket.json() to access object elements
// use ticket.header access returned headers
// use ticket.statusCode access returned HTTP status code

The first argument is the ticket ID - identifier of the ticket to be updated
The second argument is an optional query param to include certain fields in response.
- E.g. 'stats' Will return the ticket’s closed_at, resolved_at and first_responded_at time. 'requester' - Will return the requester's email, id, mobile, name, and phone.
- Supported options - 'conversations', 'requester', 'problem', 'stats', 'assets', 'change', 'related_tickets'
Returns a Promise that resolves to a Freshservice.models.Tickets object

Create a Ticket

Create a new Ticket in Freshservice

// Example for creating a new ticket with given ticket information
const ticket = {
  "cc_emails": [
    ...
  ],
  "fwd_emails": [
    ...
  ],
  "reply_cc_emails": [
    ...
  ],
  "priority": 2,
  ...
  "custom_fields": {
    ...
  },
  "tags": [
    ...
  ],
  "attachments": [
    {
    ...
    }
  ]
}
const newTicket = await fs.tickets.create(ticket);
// use newTicket.json() to access object elements
// use newTicket.header access returned headers
// use newTicket.statusCode access returned HTTP status code

Returns a Promise that resolves to a Freshservice.models.Ticket object

Update a Ticket

Edit an existing Freshservice Ticket

const updatedTicket = await fs.tickets.update(id, ticket);
// use updatedTicket.json() to access object elements

The first argument is the ticket ID - identifier of the ticket to be updated
The second argument is an object of type Freshservice.models.Ticket consisting details of the ticket to be updated
Returns a Promise that resolves to a Freshservice.models.Ticket object

Delete a Ticket

Remove a Freshservice Ticket

// Delete ticket with given ticket ID
const ticketId = 14000239432;
const delTicket = await fs.tickets.delete(ticketId);

The first argument is the ticket ID - identifier of the ticket to be deleted
Returns a Promise

Restore a Ticket

Restore a deleted Freshservice Ticket

// Restore ticket with given ticket ID
const ticketId = 14000239432;
const restoredTicket = await fs.tickets.restore(ticketId);
// use restoredTicket.json() to access object elements

The first argument is the ticket ID - identifier of the ticket to be restored
Returns a Promise

Create a child Ticket

Create a new child Ticket on an existing Freshservice Ticket

// Create a child ticket for a given parent ticket ID
const ticketId = 14000239432;
const childTicket = {
  "cc_emails": [
    "test@freshservice.com"
  ],
  "fwd_emails": [
    ...
  ],
  "reply_cc_emails": [
    ...
  ],
  "priority": 2,
  ...
  "custom_fields": {
    ...
  },
  "tags": [
    ...
  ],
  "attachments": [
    {
    ...
    }
  ]
}
const newChildTicket = await fs.tickets.createChildTicket(ticketId, childTicket);
// use newChildTicket.json() to access object elements

The first argument is the ticket ID - identifier of the parent ticket for which child ticket is to be created
The second argument is an object of type Freshservice.models.Ticket consisting details of the child ticket to be created
Returns a Promise that resolves to a Freshservice.models.Ticket object

Time Entries

These APIs help to track exactly how much time an agent has spent on each ticket, start/stop timers and perform a lot of other time tracking and monitoring tasks to ensure that the support team is always performing at its peak efficiency.

List All Time Entries of a Ticket

View all time entries on a ticket with the given ID from Freshservice

// List all time entries for given ticket ID with default pagination option i.e., page = 1 and per_page = 30
const ticketId = 14000239432;
const timeEntries = await fs.tickets.timeEntries(ticketId);
// use timeEntries.json() to access object elements

// List all time entries for given ticket ID with pagination option
const ticketId = 14000239432;
const opts = {
  page: 1,
  per_page: 10
};
const timeEntries = await fs.tickets.timeEntries(ticketId, opts);
// use timeEntries.json() to access object elements

The First argument is an ID of ticket
The second argument is an interface of type Freshservice.models.PaginationQuery. It is used to filter TimeEntry results in pagewise manner. Default values for page is 1 and default number of entries are 30
Returns a Promise that resolves to a Freshservice.models.TimeEntries object

View a Time Entry

View all time entries on ticket with the given ticket ID from Freshservice

// Get time entry for ticket with ticket ID and time entry ID
const ticketId = 14000239432;
const timeEntryId = 14702899;
const timeEntry = await fs.tickets.timeEntry(ticketId, timeEntryId);
// use timeEntry.json() to access object elements

The First argument is an ID of ticket
The second argument is ID of the ticket for which time entries are to be added
Returns a Promise that resolves to a Freshservice.models.TimeEntry object

Create a time entry

Create a new time entry on a freshservice ticket

const newTimeEntry = await fs.tickets.createTimeEntry(ticketId, timeEntry);
// use newTimeEntry.json() to access object elements

The first argument is ID of the ticket for which time entries are to be added
The second argument is an object of type Freshservice.models.TimeEntry containing the details of time entry to be created
Returns a Promise that resolves to a Freshservice.models.TimeEntry object

Update a time entry

Update time entry for ticket with given ticket ID and time entry ID

const updatedTimeEntry = await fs.tickets.updateTimeEntry(ticketId, timeEntryId, timeEntry);
// use updatedTimeEntry.json() to access object elements

The first argument is ID for the ticket for which time entries are to be updated
The second argument is ID of the time entry which is to be updated
The third argument is an object of type Freshservice.models.TimeEntry containing the details of time entry to be updated
Returns a Promise that resolves to a Freshservice.models.TimeEntry object

Delete a Time Entry

Remove a time entry on a freshservice ticket

const deleteTimeEntry = await fs.tickets.deleteTimeEntry(ticketId, timeEntryId);
// use deleteTimeEntry.json() to access object elements

The first argument is the ticket ID - identifier of the ticket for which time entry is to be deleted
The second argument is the time entry ID to be deleted
Returns a Promise

Create a ticket field source

Create a custom ticket source for tickets in Freshservice

const source = {
  name: "Email",
  position: 1
};
const fieldSource = await fs.tickets.createSource(source);
// use fieldSource.json() to access object elements

The source argument is an object of type Freshservice.models.TicketSource containing the details of custom ticket source to be created
Returns a Promise that resolves to a Freshservice.models.TicketSource object

Tasks

This section lists all API that can be used to create, edit or otherwise manipulate Ticket Tasks.

Create a Task

Create a new task against a ticket in Freshservice

const ticketId = 14000239432;
const task = {
  parent_type: "Ticket",
  due_date: "2021-11-24T11:30:00Z",
  notify_before: 3600,
  title: "Renew license",
  description: "Renew Software license",
  start_date: "2021-11-22T16:58:45Z"
};
const newTask = await fs.tickets.createTask(ticketId, task);
// use newTask.json() to access object elements

The first argument is the ticket ID - identifier of the ticket for which task is to be created
The second argument is an object of type Freshservice.models.Task containing details of task to be created
Returns a Promise that resolves to a Freshservice.models.Task object

View task on a ticket

Retrieve a task on a ticket request with the given ID from Freshservice

const ticketId = 14000239432;
const taskId = 48;
const taskDetail = await fs.tickets.getTask(ticketId, taskId);
// use taskDetail.json() to access object elements

The first argument is a Ticket identifier for which task is to be retrieved
The second argument is identifier of the task which is to be retrieved
Returns a Promise that resolves to a Freshservice.models.Task object

View all tasks on a ticket

Retrieve a task on a ticket request with the given ID from Freshservice

// Retrieve all the tasks for ticket with given ticket ID with optional parameter
const ticketId = 14000239432;
const opts = {
  page: 1,
  per_page: 10
};
const taskList = await fs.tickets.getTasks(ticketId, opts);
// use taskList.json() to access object elements

// Retrieve all the tasks for ticket with given ticket ID without optional parameter
const ticketId = 14000239432;
const taskList = await fs.tickets.getTasks(ticketId);
// use taskList.json() to access object elements

The first argument is a Ticket identifier for which task is to be retrieved
The second argument is an interface of type Freshservice.models.PaginationQuery. It is used to filter TimeEntry results in pagewise manner. Default values for page is 1 and default number of entries are 30
Returns a Promise that resolves to a Freshservice.models.Task object

Update a task on a ticket

Update an existing task on an existing ticket request in Freshservice

const ticketId = 14000239432;
const taskId = 48;
const task = {
  parent_type: "Ticket",
  due_date: "2021-11-24T11:30:00Z",
  notify_before: 3600,
  title: "Renew license",
  description: "Renew Software license",
  start_date: "2021-11-22T16:58:45Z"
};
const updateTask = await fs.tickets.updateTask(ticketId, taskId, task);
// use updateTask.json() to access object elements

The first argument is the ticket ID - identifier of the ticket for which task is to be updated
The second argument is identifier of the task which is to be updated
The third argument is an object of type Freshservice.models.Task containing details of task to be updated
Returns a Promise that resolves to a Freshservice.models.Task object

Delete task on a ticket

Delete the task on a ticket request with the given ID from Freshservice

const ticketId = 14000239432;
const taskId = 48;
const deleteTask = await fs.tickets.deleteTask(ticketId, taskId);
// use deleteTask.json() to access object elements

The first argument is the ticket ID - identifier of the ticket for which task is to be deleted
The second argument is the task ID to be deleted
Returns a Promise

# Tickets

# Ticket

# List tickets

# Get tickets by ID

# Create a Ticket

# Update a Ticket

# Delete a Ticket

# Restore a Ticket

# Create a child Ticket

# Time Entries

# List All Time Entries of a Ticket

# View a Time Entry

# Create a time entry

# Update a time entry

# Delete a Time Entry

# Create a ticket field source

# Tasks

# Create a Task

# View task on a ticket

# View all tasks on a ticket

# Update a task on a ticket

# Delete task on a ticket