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Technical Reference

Freshservice

IT service management software for ticketing, asset management, and IT operations.

CategoryCustomer Support
Authenticationcustom
Version0.2.0
Published scopes0 published scopes
Last updatedSeptember 19, 2026

Overview

Connect Freshservice with Flows360

IT service management software for ticketing, asset management, and IT operations.

Use the Freshservice connector to include its declared actions and events in Flows360 workflows without duplicating the integration logic inside each consuming system. This pinned connector version currently exposes 12 actions and 8 triggers.

Available actions

  • Create Ticket
  • Add Note to Ticket
  • Create Requester
  • Request Ticket Approval
  • Create Change
  • Update Change
  • Delete Change
  • Add Note to Change
  • Plus 4 additional declared actions.

Available triggers

  • New Ticket
  • Updated Ticket
  • New Requester
  • Updated Requester
  • New Change
  • Updated Change
  • Plus 2 additional declared triggers.

The capability list above is generated from the exact reviewed connector package so the public description stays aligned with the version Flows360 operates.

Technical guide

Technical reference

Package identity

  • Connector: Freshservice
  • Package: @activepieces/piece-freshservice@0.2.0
  • Exact artifact digest: sha256:fbd0658aa171d0d324e196ff2e0d30322f043fb637ca8a07f5643194f06d8469
  • Runtime: Activepieces-compatible deterministic worker
  • Source: the exact reviewed Activepieces source

Authentication

CUSTOM AUTH. Connection values are tenant-specific and remain in the consuming Studio instance; CDK stores definitions and field metadata, not customer credential values.

Action contracts

  • Create Ticket (create_ticket), Creates a new ticket in Freshservice. Classification: read.
  • Add Note to Ticket (add_note_to_ticket), Adds a private or public note to an existing ticket. Classification: read.
  • Create Requester (create_requester), Creates a new requester (end user) in Freshservice. Classification: read.
  • Request Ticket Approval (request_ticket_approval), Requests approval for a ticket from a specified agent. Classification: read.
  • Create Change (create_change), Creates a new change request in Freshservice. Classification: read.
  • Update Change (update_change), Updates an existing change request in Freshservice. Classification: read.
  • Delete Change (delete_change), Deletes a change request from Freshservice. Classification: read.
  • Add Note to Change (add_note_to_change), Adds a private or public note to an existing change request. Classification: read.
  • Create Change Task (create_change_task), Creates a new task on a change request in Freshservice. Classification: read.
  • Update Change Task (update_change_task), Updates an existing task on a change request in Freshservice. Classification: read.
  • Delete Change Task (delete_change_task), Deletes a task from a change request in Freshservice. Classification: read.
  • Custom API Call (custom_api_call), Make a custom API call to a specific endpoint Classification: read.

Trigger contracts

  • New Ticket, polling.
  • Updated Ticket, polling.
  • New Requester, polling.
  • Updated Requester, polling.
  • New Change, polling.
  • Updated Change, polling.
  • New Change Task, polling.
  • Updated Change Task, polling.

Verification

Deterministic execution evidence is recorded for the pinned artifact, including 1 exercised action entrypoint and 0 exercised trigger entrypoints.

Capability summary

Authenticationcustom
Supported objects20
Supported actions12
Triggers8

Authentication

Authentication method: custom

Authentication profiles

connection · custom
  • Freshservice Domain Required
  • API Key Required · protected credential

Supported objects

ObjectReadWriteNotes
Create Ticket Yes No Creates a new ticket in Freshservice.
Add Note to Ticket Yes No Adds a private or public note to an existing ticket.
Create Requester Yes No Creates a new requester (end user) in Freshservice.
Request Ticket Approval Yes No Requests approval for a ticket from a specified agent.
Create Change Yes No Creates a new change request in Freshservice.
Update Change Yes No Updates an existing change request in Freshservice.
Delete Change Yes No Deletes a change request from Freshservice.
Add Note to Change Yes No Adds a private or public note to an existing change request.
Create Change Task Yes No Creates a new task on a change request in Freshservice.
Update Change Task Yes No Updates an existing task on a change request in Freshservice.
Delete Change Task Yes No Deletes a task from a change request in Freshservice.
Custom API Call Yes No Make a custom API call to a specific endpoint
New Ticket Yes No polling trigger declared by the pinned package.
Updated Ticket Yes No polling trigger declared by the pinned package.
New Requester Yes No polling trigger declared by the pinned package.
Updated Requester Yes No polling trigger declared by the pinned package.
New Change Yes No polling trigger declared by the pinned package.
Updated Change Yes No polling trigger declared by the pinned package.
New Change Task Yes No polling trigger declared by the pinned package.
Updated Change Task Yes No polling trigger declared by the pinned package.

Supported actions

Create Ticket · Read

Creates a new ticket in Freshservice.

create_ticket · Risk: low · Retry: safe

Inputs

  • subject · string · Required, The subject of the ticket.
  • description · string · Required, HTML content of the ticket. You can use basic HTML tags for formatting.
  • requester_id · string · Required
  • status · string · Required
  • priority · string · Required
  • source · string · Optional
  • urgency · string · Optional
  • impact · string · Optional
  • type · string · Optional, The type of ticket (e.g., Incident, Service Request).
  • responder_id · string · Optional
  • department_id · string · Optional
  • group_id · string · Optional
  • category · string · Optional, The category of the ticket.
  • sub_category · string · Optional, The sub-category of the ticket.
  • tags · array · Optional, Tags to add to the ticket.
  • custom_fields · object · Optional, A JSON object of custom field names and values.
Add Note to Ticket · Read

Adds a private or public note to an existing ticket.

add_note_to_ticket · Risk: low · Retry: safe

Inputs

  • ticket_id · string · Required
  • body · string · Required, The content of the note. HTML is supported.
  • private · boolean · Optional, If checked, the note is only visible to agents. If unchecked, the requester can also see it.
Create Requester · Read

Creates a new requester (end user) in Freshservice.

create_requester · Risk: low · Retry: safe

Inputs

  • first_name · string · Required, The first name of the requester.
  • primary_email · string · Required, The primary email address of the requester.
  • last_name · string · Optional, The last name of the requester.
  • job_title · string · Optional, The job title of the requester.
  • phone · string · Optional, The work phone number of the requester.
  • mobile_phone_number · string · Optional, The mobile phone number of the requester.
  • department_id · string · Optional
  • custom_fields · object · Optional, A JSON object of custom field names and values.
Request Ticket Approval · Read

Requests approval for a ticket from a specified agent.

request_ticket_approval · Risk: low · Retry: safe

Inputs

  • ticket_id · string · Required
  • approver_id · string · Required
  • approval_type · string · Optional, How approval is determined when there are multiple approvers.
Create Change · Read

Creates a new change request in Freshservice.

create_change · Risk: low · Retry: safe

Inputs

  • subject · string · Required, The subject of the change.
  • requester_id · string · Required
  • description · string · Optional, HTML content describing the change.
  • agent_id · string · Optional
  • group_id · string · Optional
  • department_id · string · Optional
  • priority · string · Required
  • impact · string · Optional
  • status · string · Optional
  • risk · string · Optional
  • change_type · string · Optional
  • planned_start_date · string · Optional, Planned start date and time (ISO 8601, e.g. 2025-01-15T09:00:00Z).
  • planned_end_date · string · Optional, Planned end date and time (ISO 8601, e.g. 2025-01-15T17:00:00Z).
  • category · string · Optional, Category of the change.
  • sub_category · string · Optional, Sub-category of the change.
  • item_category · string · Optional, Item category of the change.
  • custom_fields · object · Optional, A JSON object of custom field names and values.
Update Change · Read

Updates an existing change request in Freshservice.

update_change · Risk: low · Retry: safe

Inputs

  • change_id · string · Required
  • subject · string · Optional, New subject for the change.
  • description · string · Optional, HTML content describing the change.
  • requester_id · string · Optional
  • agent_id · string · Optional
  • group_id · string · Optional
  • department_id · string · Optional
  • priority · string · Required
  • impact · string · Optional
  • status · string · Optional
  • risk · string · Optional
  • change_type · string · Optional
  • planned_start_date · string · Optional, Planned start date and time (ISO 8601, e.g. 2025-01-15T09:00:00Z).
  • planned_end_date · string · Optional, Planned end date and time (ISO 8601, e.g. 2025-01-15T17:00:00Z).
  • category · string · Optional, Category of the change.
  • sub_category · string · Optional, Sub-category of the change.
  • item_category · string · Optional, Item category of the change.
  • custom_fields · object · Optional, A JSON object of custom field names and values.
Delete Change · Read

Deletes a change request from Freshservice.

delete_change · Risk: low · Retry: safe

Inputs

  • change_id · string · Required
Add Note to Change · Read

Adds a private or public note to an existing change request.

add_note_to_change · Risk: low · Retry: safe

Inputs

  • change_id · string · Required
  • body · string · Required, The content of the note. HTML is supported.
  • private · boolean · Optional, If checked, the note is only visible to agents. If unchecked, the requester can also see it.
Create Change Task · Read

Creates a new task on a change request in Freshservice.

create_change_task · Risk: low · Retry: safe

Inputs

  • change_id · string · Required
  • title · string · Required, The title of the task.
  • description · string · Optional, Description of the task.
  • agent_id · string · Optional
  • group_id · string · Optional
  • status · string · Optional
  • due_date · string · Optional, Task due date and time (ISO 8601, e.g. 2025-01-15T17:00:00Z).
  • notify_before · number · Optional, Time in seconds before the due date to send a reminder notification.
Update Change Task · Read

Updates an existing task on a change request in Freshservice.

update_change_task · Risk: low · Retry: safe

Inputs

  • change_id · string · Required
  • task_id · number · Required, The ID of the task to update.
  • title · string · Optional, New title for the task.
  • description · string · Optional, Description of the task.
  • agent_id · string · Optional
  • group_id · string · Optional
  • status · string · Optional
  • due_date · string · Optional, Task due date and time (ISO 8601, e.g. 2025-01-15T17:00:00Z).
  • notify_before · number · Optional, Time in seconds before the due date to send a reminder notification.
Delete Change Task · Read

Deletes a task from a change request in Freshservice.

delete_change_task · Risk: low · Retry: safe

Inputs

  • change_id · string · Required
  • task_id · number · Required, The ID of the task to delete.
Custom API Call · Read

Make a custom API call to a specific endpoint

custom_api_call · Risk: low · Retry: safe

Inputs

  • url · object · Required
  • method · string · Required
  • headers · object · Optional, Authorization headers are injected automatically from your connection.
  • queryParams · object · Optional, Appended to the URL as ?key=value.
  • body_type · string · Optional
  • body · object · Optional
  • response_is_binary · boolean · Optional, Enable for files like PDFs, images, etc.
  • failsafe · boolean · Optional, On a failed request, output the error instead of failing the step.
  • timeout · number · Optional, Seconds to wait for a response. Empty: up to the flow limit (10 min).
  • followRedirects · boolean · Optional, Follow 3xx redirects instead of returning them as the response.

Triggers

New Ticket · Poll

Triggers when a new ticket is created in Freshservice.

Updated Ticket · Poll

Triggers when an existing ticket is updated in Freshservice.

New Requester · Poll

Triggers when a new requester (user) is created in Freshservice.

Updated Requester · Poll

Triggers when an existing requester is updated in Freshservice.

New Change · Poll

Triggers when a new change request is created in Freshservice.

Updated Change · Poll

Triggers when an existing change request is updated in Freshservice. Note: newly created changes may also fire this trigger because their updated_at matches created_at.

New Change Task · Poll

Triggers when a new task is created on a specific change request.

Inputs

  • change_id · string
Updated Change Task · Poll

Triggers when a task on a specific change request is updated. Note: newly created tasks may also fire this trigger because their updated_at matches created_at.

Inputs

  • change_id · string

Setup

Setup

  1. Add the Freshservice connector to the workflow in the target Flows360 Studio instance.
  2. Create or select the tenant-specific connection required by the connector. Connection secrets remain in the Studio connection boundary and are not copied into CDK documentation.
  3. Provide the connection fields declared by the pinned package:
  • Freshservice Domain (domain), required.
  • API Key (api_key), required; stored as a sensitive connection value.
  1. Select the required action or trigger and complete its declared input fields. Required and optional inputs are defined by the exact package schema.
  2. Test the workflow in the appropriate environment before enabling production scheduling or event delivery.

Limitations

Limitations and operational notes

  • This content describes @activepieces/piece-freshservice@0.2.0; provider behaviour can change independently and should be revalidated when the provider or connector version changes.
  • Only the 12 actions and 8 triggers declared by this pinned package are represented here.
  • Tenant credentials and connection values are not stored in the public connector record.
  • Provider-side permissions, account entitlements, quotas and rate limits remain subject to the connected provider account and are not inferred when the package does not declare them.
  • Deterministic execution evidence is recorded for the pinned artifact, including 1 exercised action entrypoint and 0 exercised trigger entrypoints.

Troubleshooting

Why canu2019t the connector authenticate?

Check the tenant connection in Studio and confirm every required Freshservice connection field is present. Re-authorise OAuth-based connections if the provider token or consent has expired. Do not place credential values in CDK content or logs.

Why is an action or trigger unavailable?

Confirm that the workflow is using @activepieces/piece-freshservice@0.2.0 and compare the requested capability with the declared action and trigger list for this version. A capability that is not declared by the pinned package should not be presented as supported.

What should I check after a provider-side change?

Revalidate authentication, required fields, action/trigger behaviour and provider documentation before publishing refreshed connector content or moving a new package version into production.

github.com