Read Ticket
Read a ticket in Freshservice.
Input
| Field | Definition | Type | Required |
|---|---|---|---|
| Ticket ID | Freshservice ticket ID. |
Number |
TRUE |
Output
| Field | Definition | Type |
|---|---|---|
| Ticket | ||
| CC Emails | Email addresses in the 'cc' field of an incoming ticket email. |
List of Text |
| Fwd Emails | Email addresses added when forwarding a ticket. |
List of Text |
| Reply CC Emails | Email addresses added when replying to a ticket. |
List of Text |
| FR Escalated? | Indicates if the ticket has been escalated due to first response time being breached. |
True/False |
| Spam? | Indicates if the ticket has been marked as spam. |
True/False |
| Email Config ID | ID of email config used for ticket (for example, support@companyname.com). |
Text |
| Group ID | ID of group assigned to the ticket. |
Number |
| Requester ID | Requester's user ID. |
Number |
| Responder ID | ID of the agent assigned to the ticket. |
Number |
| SLA Policy ID | Unique identifier of the SLA Policy. |
Number |
| Subject | Ticket subject. |
Text |
| To Emails | Email addresses to which the ticket was initially sent. |
List of Text |
| Department ID Value | Requester's department ID. |
Number |
| Ticket Type | Ticket's category. |
Text |
| Due By | Timestamp of when the ticket must be resolved. |
Date & Time |
| FR Due By | Timestamp of when the first response is due. |
Date & Time |
| Escalated? | Indicates whether the ticket has been escalated. |
True/False |
| Description | Plain text description of the ticket. |
Text |
| Description HTML | HTML formatted description of the ticket. |
Text |
| Status | Ticket's status. |
Text |
| Requester Status Name | Ticket status name entered by requester. |
Text |
| Priority | Ticket's priority. |
Text |
| Source | Channel through which the ticket was created. |
Text |
| Requester Name | Requester's name. |
Text |
| Department Name | Requester's department name. |
Text |
| Urgency | Ticket's urgency. |
Text |
| Impact | Ticket's impact. |
Text |
| Created At |
Date and time when the object was created. |
Date & Time |
| Updated At | Date and time that the ticket was last updated; for example, 2016-05-24T13:41:22Z. |
Date & Time |
| Category | Ticket category. |
Text |
| Sub-Category | Ticket subcategory. |
Text |
| Item Category | Ticket item category. |
Text |
| Deleted? | Indicates if the ticket has been deleted. |
True/False |
| Attachments | Ticket attachments. |
List of Objects |
| Notes | Notes associated with the ticket. |
List of Objects |
| Tags | Tags associated with the ticket. |
List of Text |
| SLA Policy ID | Unique identifier of the SLA Policy. |
Number |
| Custom Fields | ||
| Custom Text | Custom text field. |
Text |
| Custom Paragraph | Custom paragraph field. |
Text |
| Custom Checkbox | Custom check box. |
True/False |
| Custom Dropdown | Custom drop-down box. |
Dropdown |
| Custom Multidropdown | Custom multiple entry drop-down box |
List of Text |
| Custom Date | Custom date field. |
Date & Time |
| Custom Decimal | Custom decimal number field. |
Number |
| Custom Number | Custom number field. |
Number |
| Custom Dependent Fields | Additional custom fields as defined in Freshservice instance. | Various |