Search Tickets

Search tickets in Freshservice.

Options

Field Definition Type Required
Result Set Choose one of the following options to display your search results:

  • First Matching Ticket: returns a single ticket

  • Stream Matching Tickets: pass all matching tickets from your parent flow to a helper flow; a Streaming input section will be added to the card from which you can select a helper flow for streaming and adding custom extensible fields.

 Dropdown TRUE
Filter By Filter the ticket result set by choosing one of the following:

  • Default Filters

  • Requester ID

  • Requester Email

  • Ticket Views

 Dropdown TRUE
Tip

To learn how to use the Stream Matching Tickets option and set up a helper flow to return a large number of records, see Set up the stream matching option with a helper flow.

Input

Field Definition Type Required
Filter A list of available filters. Choose one of the filters from the list (for example, Incidents).
Note

Deleted tickets are not returned when the filter is set to All Tickets. Choose Trash to search deleted tickets.

 Dropdown TRUE
Requester ID The ID to use when filtering the results. This field appears when the value of Filter By is Requester ID. Number TRUE
Requester Email The email address to use when filtering the results. This field appears when the value of Filter By is Requester Email. String TRUE
View ID The ID of the custom view to use when filtering the results. This field appears when the value of Filter By is Ticket Views. See Filtering tickets using Views. Number TRUE
Streaming
Flow Click Choose Flow to browse and select a helper flow to which the search results will be streamed, then click Choose to confirm.

Optionally, click the empty field under Click or drop here to create and add custom extensible fields that pass data to the helper flow. These fields are added as key/value pairs under the State output object in the helper flow.

 Flow TRUE

Output

Field Definition Type
Ticket
Ticket ID Freshservice ticket ID. String
Subject Ticket subject. String
Description Plain text description of the ticket. String
Created Date Date and time that the ticket was created; for example, 2016-05-24T13:41:22Z. String
Updated Date Date and time that the ticket was last updated; for example, 2016-05-24T13:41:22Z. String
Ticket Type Ticket category. String
Priority Ticket's priority. String
Source Channel through which the ticket was created. String
Status Ticket status. String
Assignee ID Assignee's Freshservice ID. Number
Assignee Name Assignee's name. String
Requester Email Requester's email address. String

Related topics

Freshservice connector

About the elements of Okta Workflows

Freshservice API documentation