Reply to Ticket
freshservice.reply_to_ticket
ActionBusiness appsconnection required
Calls the Freshservice API with the connection's credentials.
Add a public reply to a Freshservice ticket, which the requester receives.
Connection
- Required
- Yes — the node will not save without one
- Auth type
- API key
- Providers
- Freshservice
- Secret shape
- the API key, or {"api_key": "…"}
- Config it needs
- domain, workspace_id
- Resolved by
- config.connection_id, else node.connection_id
Configuration
6 fields, 2 required. A dotted path is a nested object and name[] an array of objects — the editor renders the same tree.
| Field | Type | Required | Default | Constraints | Example |
|---|---|---|---|---|---|
ticket_id The Freshservice ticket to act on, by its numeric id. | string | Yes | — | — | 265 |
body Content of the reply, in HTML. | string | Yes | — | — | — |
from_email Address the reply is sent from; the account's support address by default. | string | No | — | email format | — |
user_id Numeric id of the agent the reply is attributed to. | string | No | — | — | — |
cc_emails Addresses to copy, as a JSON array. | array | No | — | array of string | — |
bcc_emails Addresses to blind-copy, as a JSON array. | array | No | — | array of string | — |
Example configuration
Every value below is the contract’s own example or default — nothing invented.
{
"ticket_id": "265"
}Output
One shape.
result
| Field | Type | Example |
|---|---|---|
id Numeric id of the conversation entry. | number | — |
ticket_id Ticket the conversation entry belongs to. | number | — |
body HTML body of the reply or note. | string | — |
body_text Plain-text rendering of the body. | string | — |
user_id User id of whoever added the entry. | number | — |
private True when the note is private to agents. | boolean | — |
incoming True when the entry came from outside the portal. | boolean | — |
from_email Address the reply was sent from, null for a note. | string | — |
to_emails Addresses the reply was sent to. | array | — |
attachments Attachments carried by the entry. | array | — |
created_at When the entry was created. | string | — |
updated_at When the entry was last updated. | string | — |
{
"attachments": [],
"body": "",
"body_text": "",
"created_at": "",
"from_email": "",
"id": 0,
"incoming": false,
"private": false,
"ticket_id": 0,
"to_emails": [],
"updated_at": "",
"user_id": 0
}See Reply to Ticket run in a workflow.
In a technical demo we add the Freshservice connection, drop the node on the canvas and let Workflow Health pre-flight it before the first real run.