Update Ticket
freshservice.update_ticket
ActionBusiness appsconnection required
Calls the Freshservice API with the connection's credentials.
Change the attributes of an existing Freshservice ticket.
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
14 fields, 1 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 |
subject Subject line of the record. | string | No | — | — | Unable to reach the email server |
description Body of the record; Freshservice stores and renders it as HTML. | string | No | — | — | — |
priority Priority: 1 Low, 2 Medium, 3 High, 4 Urgent. | number | No | — | 1–4 | 2 |
status Ticket status: 2 Open, 3 Pending, 4 Resolved, 5 Closed. | number | No | — | 2–5 | 2 |
urgency Urgency: 1 Low, 2 Medium, 3 High. | number | No | — | 1–3 | — |
impact Impact: 1 Low, 2 Medium, 3 High. | number | No | — | 1–3 | — |
group_id Numeric id of the agent group the record is assigned to. | string | No | — | — | — |
responder_id Numeric id of the agent to assign the ticket to. | string | No | — | — | — |
department_id Numeric id of the department the record belongs to. | string | No | — | — | — |
category Category name for the record, as configured in this Freshservice account. | string | No | — | — | — |
tags The complete tag list to keep on the ticket, as a JSON array. | array | No | — | array of string | — |
custom_fields Custom field values as a JSON object keyed by the field's Freshservice name. | object | No | — | — | — |
attributes Any other documented attribute for this record, as a JSON object merged into the request. | object | No | — | — | — |
- At least one of subject, description, priority, status, urgency, impact, group_id, responder_id, department_id, category, tags, custom_fields, attributes must be set.
Example configuration
Every value below is the contract’s own example or default — nothing invented.
{
"priority": 2,
"status": 2,
"subject": "Unable to reach the email server",
"ticket_id": "265"
}Output
One shape.
result
| Field | Type | Example |
|---|---|---|
id Numeric id of the ticket. | number | — |
subject Subject line of the ticket. | string | — |
status Status: 2 Open, 3 Pending, 4 Resolved, 5 Closed. | number | — |
priority Priority: 1 Low, 2 Medium, 3 High, 4 Urgent. | number | — |
urgency Urgency of the ticket, 1 Low to 3 High. | number | — |
impact Impact of the ticket, 1 Low to 3 High. | number | — |
requester_id User id of the requester the ticket belongs to. | number | — |
responder_id User id of the agent the ticket is assigned to. | number | — |
group_id Id of the agent group the ticket is assigned to. | number | — |
department_id Id of the department the requester belongs to. | number | — |
type Ticket type, such as Incident or Service Request. | string | — |
source Channel the ticket came in through, as a Freshservice source id. | number | — |
description_text Plain-text rendering of the ticket description. | string | — |
due_by When the ticket is due to be resolved. | string | — |
fr_due_by When the first response on the ticket is due. | string | — |
tags Tags associated with the ticket. | array | — |
workspace_id Workspace the ticket belongs to. | number | — |
created_at When the ticket was created. | string | — |
updated_at When the ticket was last updated. | string | — |
{
"created_at": "",
"department_id": 0,
"description_text": "",
"due_by": "",
"fr_due_by": "",
"group_id": 0,
"id": 0,
"impact": 0,
"priority": 0,
"requester_id": 0,
"responder_id": 0,
"source": 0,
"status": 0,
"subject": "",
"tags": [],
"type": "",
"updated_at": "",
"urgency": 0,
"workspace_id": 0
}Notes
- Tags are replaced, not merged: send every tag that should stay.
See Update 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.