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 is added to the card where 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
  • Updated Since
Dropdown TRUE

To learn how to use the Stream Matching Tickets option and set up a helper flow to return many records, see Stream matching records with a helper flow.

Input

Field Definition Type Required

Filter

A list of available filters. Choose one of the filters from the list. This field is shown when the value of Filter By is Default Filters.

Deleted tickets aren't returned if the filter is set to All tickets. Choose Deleted 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.

 Text TRUE

Updated Since

The initial date to use when filtering the results. This field appears when the value of Filter By is Updated Since.

Date

 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.

 Text

Subject

Ticket subject.

 Text

Description

Plain text description of the ticket.

 Text

Created Date

Date and time that the ticket was created. For example, 2016-05-24T13:41:22Z.

Date

Updated Date

Date and time that the ticket was last updated. For example, 2016-05-24T13:41:22Z.

Date

Ticket Type

Ticket category.

 Text

Priority

Ticket's priority.

 Text

Source

Channel through which the ticket was created.

 Text

Status

Ticket status.

 Text

Assignee ID

Assignee's Freshservice ID.

 Number

Requester Email

Requester's email address.

 Text