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Freshdesk Freshdesk: Tickets

Summary

This module contains actions for interacting with Freshdesk tickets.

Actions

freshdesk.tickets.

assign_to_agent

Assigns a ticket to an agent

Minimum Plugin Version: 1.0.0

Input

  • freshdesk: a Freshdesk dictionary

  • ticket_id: the id of the ticket to be assigned to

  • agent_id: the id of the agent to assign the ticket to

Output

Nothing is outputted from this action.

Example
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- freshdesk.tickets.assign_to_agent:
  load:
    freshdesk: freshdesk_secrets
    ticket_id: ticket_id
    agent_id: agent_id

freshdesk.tickets.

display

Display tickets in a table.

The table will have the following columns:

  • Subject
  • Company
  • Type
  • Source
  • Escalated
  • ID

Minimum Plugin Version: 2.0.0

Input

  • text: the title of the table

  • tickets: any number of Tickets

Output

Nothing is outputted by this action.

Example
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- freshdesk.tickets.search:
  load:
    freshdesk: freshdesk_secrets
    search_params: search_parameters
  save: search_tickets

- freshdesk.tickets.display:
    text: Search tickets
  load:
    tickets: search_tickets

freshdesk.tickets.

get_all

Get all tickets from Freshdesk.

Minimum Plugin Version: 1.0.0

Input
Output

A list of Tickets.

Example
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- freshdesk.tickets.get_all:
  load:
    freshdesk: freshdesk_secrets
  save: all_tickets

freshdesk.tickets.

get_by_id

Get a ticket by its unique ID.

Minimum Plugin Version: 1.0.0

Input

  • freshdesk: a Freshdesk dictionary

  • ticket_id: the id number of a ticket

Output

A single Ticket.

Example
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- freshdesk.tickets.get_by_id:
  load:
    freshdesk: freshdesk_secrets
    ticket_id: id
  save: individual_ticket

freshdesk.tickets.

get_open_unassigned

Gets a list of tickets that are open and unassigned to an agent

Minimum Plugin Version: 1.0.0

Input
Output

A list of Tickets.

Example
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- freshdesk.tickets.get_open_unassigned:
  load:
    freshdesk: freshdesk_secrets
  save: individual_ticket

freshdesk.tickets.

get_unassigned

Gets all the tickets that are unassigned to an agent

Minimum Plugin Version: 1.0.0

Input
Output

A list of Tickets.

Example
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- freshdesk.tickets.get_unassigned:
  load:
    freshdesk: freshdesk_secrets
  save: unassigned_tickets

freshdesk.tickets.

input_table

Display tickets in a table, & allow the task operator to make a selection.

The table will have the following columns:

  • Subject
  • Company
  • Type
  • Source
  • Escalated
  • ID

Deprecation Warning

This action will soon be deprecated in favour of select.

Minimum Plugin Version: 1.0.0

Input

  • text: the title of the table

  • tickets: any number ofTickets

  • minimum: the minimum number of acceptable selections (Optional)

  • maximum: the maximum number of acceptable selections (Optional)

Output

A list of the selected Tickets

Tip
  • If neither a minimum or maximum is provided, the task operator will be able to submit 0 selections.
  • If minimum or maximum are provided, the operation will repeat until the task operator makes a valid number of selections.
Example

  • Get a list of tickets from a search

  • Select the desired tickets from the searhc output using an input table

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- freshdesk.tickets.search:
  load:
    freshdesk: freshdesk_secrets
    search_params: search_parameters
  save: search_tickets

- freshdesk.tickets.input_table:
    text: Search tickets
  load:
    tickets: search_tickets
  save: selected_tickets

freshdesk.tickets.

output_table

Display tickets in a table.

The table will have the following columns:

  • Subject
  • Company
  • Type
  • Source
  • Escalated
  • ID

Deprecation Warning

This action will soon be deprecated in favour of display.

Minimum Plugin Version: 1.0.0

Input

  • text: the title of the table

  • tickets: any number ofTickets

Output

Nothing is outputted by this action.

Example

  • Get a list of tickets from a search action

  • Display the output in a table using output_table

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- freshdesk.tickets.search:
  load:
    freshdesk: freshdesk_secrets
    search_params: search_parameters
  save: search_tickets

- freshdesk.tickets.output_table:
    text: Search tickets
  load:
    tickets: search_tickets

freshdesk.tickets.

Searches all the tickets and outputs tickets that match all the criteria supplied in the search parameters

Supported search fields are as follows:

  • agent_id
  • group_id
  • priority
  • status
  • tag
  • type
  • due_by
  • fr_due_by
  • created_at
  • updated_at

for more information visit the Freshdesk page tickets

Minimum Plugin Version: 2.0.0

Input

  • freshdesk: a Freshdesk dictionary

  • search_params: a dictionary of the search parameters

Output

A SearchResult containing:

Search Result Format

The search result format was updated in version 2.0.0 of this plugin.

It is not compatible with playbooks written against previous versions.

See here for more information.

Example
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  - freshdesk.tickets.search:
      search_params:
        priority: 1
        status: 2
    load:
      freshdesk: keys
    save: tickets

freshdesk.tickets.

select

Display tickets in a table, & allow the task operator to make a selection.

The table will have the following columns:

  • Subject
  • Company
  • Type
  • Source
  • Escalated
  • ID

Minimum Plugin Version: 2.0.0

Input

  • text: the title of the table

  • tickets: any number of Tickets

  • minimum: the minimum number of acceptable selections (Optional)

  • maximum: the maximum number of acceptable selections (Optional)

Output

A Selection containing:

  • total: the number of selected Tickets

  • all: a list of selected Tickets

  • first: the first selected Ticket

Example
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- freshdesk.tickets.search:
    search_params:
      priority: 1
      status: 2
  load:
    freshdesk: keys
  save: tickets

- freshdesk.tickets.select:
    text: Search tickets
  load:
    tickets: search_tickets
  save: selected_tickets

freshdesk.tickets.

select_one

Display tickets in a table & prompt the task operator to select one.

The table will have the following columns:

  • Subject
  • Company
  • Type
  • Source
  • Escalated
  • ID

Minimum Plugin Version: 2.0.0

Input

  • text: the title of the table

  • tickets: any number of Tickets

Output

A single Ticket

Example
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- freshdesk.tickets.search:
  load:
    freshdesk: freshdesk_secrets
    search_params: search_parameters
  save: search_tickets

- freshdesk.tickets.select_one:
    text: Search tickets
  load:
    tickets: search_tickets
  save: selected_ticket

freshdesk.tickets.

set_priority

Sets the priority of the ticket

Priority level options:

  • 'Low'
  • 'Medium'
  • 'High'
  • 'Urgent'

Minimum Plugin Version: 1.0.0

Input

  • freshdesk: a Freshdesk dictionary

  • ticket_id: the id of the ticket to be assigned to

  • priority_level: the priority level of the ticket

Output

Nothing is outputted from this action.

Example
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- freshdesk.tickets.set_priority:
    priority_level: 'High'
  load:
    freshdesk: freshdesk_secrets
    ticket_id: ticket_id

freshdesk.tickets.

set_status

Sets the status of the ticket

Status Options:

  • 'Open'
  • 'Pending'
  • 'Resolved'
  • 'Closed'

Minimum Plugin Version: 1.0.0

Input

  • freshdesk: a Freshdesk dictionary

  • ticket_id: the id of the ticket to be assigned to

  • status: the status to update the ticket to

Output

Nothing is outputted from this action.

Example
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- freshdesk.tickets.set_status:
    status: 'Open'
  load:
    freshdesk: freshdesk_secrets
    ticket_id: ticket_id