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Have questions about this site?

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.
  • High quality documentation, will be kept up to date as rapidly as our products evolve.
  • Real-time content search and discovery.
  • 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.
  • Documentation available in browser as well as printable/viewable as PDF on demand.
  • 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.
  • We expect most of our existing documentation should be reviewed/migrated to docs.hornbill.com over the coming months.
  • The documentation project will be ongoing, will continue to expand, evolve and improve day-by-day.

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tickets / updateTicket

  • Article
  • 3 minutes to read

Operation Information

Updates 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. No 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
Ticket Id id number The ticket id. Yes 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. No 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 updated ticket
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