Create Freshservice Ticket: Freshservice action

Inputs

The fields this action accepts.

Every field can be mapped from an upstream trigger, AI step, table row, or hard-coded literal.

Field	Type	Required	Description
Subject subject	string	Required	Subject. Example: Laptop not working
Description description	string	Required	HTML content describing the issue
Requester Email email	string	Required	Email of the person raising the ticket
Priority priority	options	Optional	Priority. Options: Low, Medium, High, Urgent
Status status	options	Optional	Status. Options: Open, Pending, Resolved, Closed
Source source	options	Optional	How the ticket was created
Category category	string	Optional	Ticket category (e.g. Hardware, Software, Network)
Sub-Category sub_category	string	Optional	Ticket sub-category
Type type	options	Optional	Type of service request

Sample request

{
  "subject": "e.g. Laptop not working",
  "description": "{{trigger.description}}",
  "email": "user@company.com",
  "priority": "{{trigger.priority}}",
  "status": "{{trigger.status}}"
}

Returns

{
  "ticket": {
    "id": 1,
    "type": "Incident",
    "source": 2,
    "status": 2,
    "subject": "Laptop not working",
    "priority": 1,
    "requester_id": 123
  }
}

Use these fields in downstream nodes for routing, logging, or error handling.

FAQ

Questions about Create Freshservice Ticket.

What does the Create Freshservice Ticket action do in Freshservice?

Files a new IT ticket with subject, description, priority, requester, group. For "monitoring alert → auto-file ticket for the on-call team" or "user submitted via portal → create ticket" workflows.

What inputs does Create Freshservice Ticket require?

Required: Subject, Description, Requester Email. Every input accepts a static value or a variable from any upstream node in your workflow.

Can I use dynamic inputs from earlier workflow nodes?

Yes. Any field on this action can pull values from upstream nodes, whether that's a form response, a trigger payload, an AI output, or a lookup result.

What happens if Freshservice returns an error?

The workflow pauses on the failed node, the error message is captured in the run log, and you can retry the run with one click. Auto-retry policies are configurable per workflow with exponential backoff up to 5 attempts.

Does Create Freshservice Ticket support batch operations?

Yes. Run Create Freshservice Ticket inside a Loop node to process arrays. Tiny Command handles Freshservice's rate limits automatically so you don't have to throttle manually.

More actions