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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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