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What is this site?

  • This website is Hornbill's new product documentation website and is currently under development.
  • It is intended that all existing and future public-facing documentation we produce will be available to search, browse and share.
  • Hornbill's current documentation is available at Hornbill Wiki but over time this content will be migrated to this documentation site.
  • Please feel free to have a look around at any time.

Why has Hornbill created this site?

  • Hornbill's products have moved on considerably since we introduced it almost 10 years ago. At the time, the MediaWiki tool was sufficient, but we have outgrown it.
  • Our customers are more enterprise focused and more self-sufficient than ever before, so for 2023 and beyond we have established a new documentation platform and team to drive our documentation initiative forwards.
  • We are aiming to deprecate the use of Hornbill Wiki for most Hornbill related documentation.
  • We want to enable our growing partner network with product resources and information, documentation beyond our Wiki approach is required.
  • We could definitely do with some help, and may even pay for some! If you have domain knowledge and would like to help, please check out our Hornbill Docs Contributor Guide and contact the Hornbill docs team at docs@hornbill.com.

What will this site be good for?

  • Community contribution will be facilitated, encouraged, and most welcome.
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  • Articles organized into books, books into libraries, creating a more natural and logical structure to our documentation.
  • Legacy API documentation and various other documentation sources will all be consolidated into a single unified documentation system.
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  • Personalized documentation experience, allowing dark/light mode, article subscriptions, social media sharing and other useful features.
  • Almost all publicly available documentation on docs.hornbill.com will be open-source and available to fork on GitHub, allowing customers to derive their own custom documentation around Hornbill products should they wish to.

What is the timeline for this site?

  • We have taken the decision to publish and make available early, there is very little content at this time.
  • As and when we have completed/usable documentation, it will be published here.
  • We have a host of additional features we wish to add over time, so please watch this space.
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  • The documentation project will be ongoing, will continue to expand, evolve and improve day-by-day.

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tickets / getTicket

  • Article
  • 3 minutes to read

Operation Information

Retrieves a ticket from 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
Ticket Id id number The ticket id. Yes None provided

Output Parameters

Display Name ID Type Description
Created At createdAt string A timestamp of when the ticket was created.
Deleted deleted boolean Whether or not the ticket has been deleted.
Delta delta boolean Delta.
Description description string Description.
Description HTML descriptionHtml string Description html.
Dirty dirty number Dirty.
Due By dueBy string The resolution due date of the ticket.
Email Config Id emailConfigId string Email config id.
First Response Due By frDueBy string THe date the first response is due by.
First Response Escalated frEscalated boolean Whether or not the first response has been escalated.
Group Id groupId string The id of the group/team assigned to the ticket.
Ticket Id id string The ticket id.
Internal Agent Id internalAgentId string Internal agent id.
Internal Group Id internalGroupId string Internal group id.
Is Escalated isEscalated boolean Whether or not the ticket has been escalated.
Notes notes string Ticket notes.
Owner Id ownerId string The user id of the ticket owner.
Parent Ticket Id parentTicketId string The parent ticket id.
Priority priority number The ticket priority.
Requester Id requesterId string The requester’s user id.
Responder Id responderId string The responder’s user id.
Service Level Escalation Level slEscalationLevel string The service level escalation level of the ticket.
Service Level Manual Due By slManualDueBy string The date the service level is due by if set manually.
Service Level Merge Parent Ticket slMergeParentTicket string Whether or not the service level of the ticket has been merged with its parent ticket.
Service Level Product Id slProductId string The service level product id.
Service Level Skill Id slSkillId string The service level skill id.
Service Level SLA Policy Id slSlaPolicyId string The service level policy id.
SLA State slaState number The service level state.
Source source number The ticket source.
Spam spam boolean Whether or not the ticket is spam.
St Survey Rating stSurveyRating string The ticket’s survey rating.
Status status number The ticket status.
Subject subject string The subject of the ticket.
Ticket Type ticketType string The ticket type, e.g. Incident or Problem.
To Email toEmail string To email.
Trained trained boolean Trained.
Updated At updatedAt string A timestamp of the ticket’s last updated date.
Urgent urgent string The urgency of the ticket.
Status Name statusName string THe ticket status name.
Requester Status Name requesterStatusName string The ticket requester’s status name.
Priority Name priorityName string The ticket priority name.
Source Name sourceName string The ticket source name.
Requester Name requesterName string The ticket requester’s name.
Responder Name responderName string The ticket responder’s name.
To Emails toEmails string To Emails
Product Id productId string The product id.
Tags tags string Any tags the ticket is tagged with.
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