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tickets / createTicket

  • Article
  • 3 minutes to read

Operation Information

Create a ticket in Freshdesk.

This is a Premium Integration.

Authentication

This operation requires authentication, the details of which can be securely stored on your instance in a KeySafe Key of type Freshdesk Authentication.

To create a key of this type:

  • In the Configuration area of your Hornbill instance, navigate to Platform Configuration > Security > KeySafe;
  • Click on the + Create New Key button;
  • On the resulting Create New Key form, choose Freshdesk Authentication in the Type pick list;
  • Give the Freshdesk Authentication KeySafe key a Title (this is the name / identifier for the Freshdesk Authentication account as you will see it when using the cloud automation node in your workflows);
  • Optionally populate the Description field;
  • Populate the following fields accordingly, then click the Create Key button to create your new key:
Name Type Description
Email string Freshdesk Email
Password string Freshdesk Password
Subdomain string Freshdesk subdomain i.e test.freshdesk.com

Revoking Access

If at any point you wish to revoke access to any of the above accounts from your Hornbill instance, just delete the relevant KeySafe key(s) from the KeySafe list.

Warning

This will revoke the rights of any existing Cloud Automation Node in your Hornbill Workflows that are using the revoked Freshdesk Authentication account, so you will need to manage these workflows accordingly.

Input Parameters

Display Name ID Type Description Required Supported Values
Description description string HTML content of the ticket. Yes None provided
Due By due_by string Timestamp that denotes when the ticket is due to be resolved. No None provided
Email email string Email address of the requester. If no contact exists with this email address in Freshdesk, it will be added as a new contact. No None provided
Response Due By fr_due_by string Timestamp that denotes when the first response is due. No None provided
Team group_id string Id of the group to which the ticket has been assigned. No None provided
Name name string Name of the requester. No None provided
Phone phone string Phone number of the requester. If no contact exists with this phone number in Freshdesk, it will be added as a new contact. If the phone number is set and the email address is not, then the name attribute is mandatory. No None provided
Priority priority string Priority of the ticket. No None provided
Product Id product_id string Id of the product to which the ticket is associated. No None provided
Requester Id requester_id number User ID of the requester. For existing contacts, the requester_id can be passed instead of the requester’s email. No None provided
Assignee responder_id number Id of the agent to whom the ticket has been assigned. No None provided
Source source string The channel through which the ticket was created. No None provided
Spam spam boolean Set to true if the ticket has been marked as spam. No None provided
Status status string Status of the ticket. No None provided
Subject subject string Subject of the ticket. The default Value is null. Yes None provided
Type type string Helps categorize the ticket according to the different kinds of issues your support team deals with. The default Value is null. No None provided

Output Parameters

Display Name ID Type Description
Id id number Request Id
Ticket Url ticketUrl string The url link to the newly created ticket
  • Version {{docApp.book.version}}
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