Freshservice

Open a new incident, service request, or task in Freshservice with full metadata — subject, description, priority, requester, and custom fields.

Modify an existing Freshservice ticket — change its status, priority, assignee, or any custom field — without creating a duplicate record.

Fetch full metadata for a single Freshservice ticket by ID — status, priority, requester, description, and custom fields.

List Freshservice tickets with optional filters for status, priority, requester, or date range — suitable for bulk reporting and queue reviews.

Append a public or private note to an existing Freshservice ticket to keep the audit trail current without changing the ticket's core fields.

Trigger an approval workflow on a Freshservice ticket, routing it to the configured approver before the request can be fulfilled.

Log a new IT change request in Freshservice — planned, emergency, or standard — with risk assessment, planned start/end dates, and assigned change manager.

Fetch the list of change requests in Freshservice with filters for status, type, or date — useful for CAB preparation and change freeze audits.

Open a new problem record in Freshservice to investigate and document the root cause of recurring or major incidents.

List open and in-progress problem records — useful for weekly ITSM health reviews and linking new incidents to known problems.

Log a software or infrastructure release record in Freshservice, linking it to associated change requests and planned deployment windows.

List all Freshservice agents (IT staff members) with their roles, groups, and availability — useful for routing decisions and shift-cover checks.

Fetch the list of Freshservice agent groups (e.g. Network Team, Service Desk Tier 1) so the right group can be dynamically assigned to incoming tickets.

List all Freshservice requesters (end users) with contact details — useful for syncing the user directory and validating requester identities before ticket creation.

Add a new end user to Freshservice so they can raise tickets and receive communications — typically triggered on new-hire onboarding.

List all software applications tracked in Freshservice's asset management module — including licence counts, installation counts, and cost data.

Fetch the list of departments configured in Freshservice — useful for correctly categorising tickets and routing service requests to the right business unit.

List active IT announcements published in Freshservice — for surfacing planned maintenance windows or known issues to users before they raise duplicate tickets.

Fires within about a minute when a new ticket of any type is created in Freshservice — enabling downstream workflows before any agent manually looks at the queue.

Fires within about a minute when an existing Freshservice ticket changes status, priority, assignee, or any tracked field — allowing downstream systems to stay in sync.

Fires within about a minute when a new requester (end user) is created in Freshservice — ideal for triggering onboarding workflows across connected systems.

Fires within about a minute when a requester's profile is updated in Freshservice — enabling directory sync and offboarding workflows when employee details change.