Update 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
Ticket ID ticket_id	string	Required	The numeric ID of the ticket to update
Subject subject	string	Optional	Message subject line.
Description description	string	Optional	Updated HTML description
Priority priority	options	Optional	Priority. Options: Low, Medium, High, Urgent
Status status	options	Optional	Status. Options: Open, Pending, Resolved, Closed
Category category	string	Optional	Ticket category (e.g. Hardware, Software, Network)
Sub-Category sub_category	string	Optional	Sub-Category. Example: MS Office
Type type	options	Optional	Type. Options: Incident, Service Request, Problem, Change

Sample request

{
  "ticket_id": "e.g. 123",
  "subject": "e.g. Quick update",
  "description": "{{trigger.description}}",
  "priority": "{{trigger.priority}}",
  "status": "{{trigger.status}}"
}

Returns

{
  "ticket": {
    "id": 123,
    "type": "Incident",
    "status": 4,
    "subject": "Updated subject",
    "priority": 3
  }
}

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

FAQ

Questions about Update Freshservice Ticket.

What does the Update Freshservice Ticket action do in Freshservice?

Partial update on ticket fields — status, priority, assignee, custom fields. For "auto-route to the right team based on subject keywords" workflows or for "auto-resolve aged tickets" maintenance.

What inputs does Update Freshservice Ticket require?

Required: Ticket ID. 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 Update Freshservice Ticket support batch operations?

Yes. Run Update 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.

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