Add a requester to a manual requester group.

Convert a requester into an occasional agent.

Create an agent. Assign at least one role so the agent can sign in.

Create a child ticket under an existing parent ticket.

Create an agent group.

Create a requester. One of primary_email, work_phone_number or mobile_phone_number is required.

Create a requester group.

Place a service request for a catalog item.

Create a knowledge-base article (a draft unless status is 2).

Create a knowledge-base category.

Create a knowledge-base folder.

Create an incident or service-request ticket. Some ticket forms make fields such as group_id, responder_id, category or custom fields mandatory; check get_ticket_fields when the API reports missing_field.

Add a note to a ticket (private by default).

Log time against a ticket.

Deactivate an agent (they become a requester; reversible with reactivate_agent).

Deactivate a requester (reversible with reactivate_requester).

Delete an agent group.

Delete a requester group.

Move an article to trash.

Move a category (and its folders and articles) to trash.

Move a folder (and its articles) to trash.

Move a ticket to trash. It can be brought back with restore_ticket.

Delete a note or reply from a ticket.

Delete a time entry on a ticket.

Search agents (30 per page, newest first; results cannot be sorted).

Fields: first_name, last_name, name, job_title, email, work_phone_number, mobile_phone_number, department_id, reporting_manager_id, time_zone, language, location_id, created_at, updated_at, external_id and custom fields. The ~ operator does "starts with" on first_name, last_name, name, email, mobile_phone_number and work_phone_number. Changes can take a few minutes to be indexed.

Search requesters (30 per page, newest first; results cannot be sorted).

Fields: first_name, last_name, name, job_title, primary_email, work_phone_number, mobile_phone_number, department_id, reporting_manager_id, time_zone, language, location_id, created_at, updated_at, external_id and custom fields. The ~ operator does "starts with" on first_name, last_name, name, primary_email, mobile_phone_number and work_phone_number. Changes can take a few minutes to be indexed.

Search tickets with the Freshservice query language (30 results per page).

Filterable fields: requester_id, email, agent_id, group_id, priority, status, impact, urgency, tag, due_by and fr_due_by (YYYY-MM-DD), created_at and updated_at (YYYY-MM-DD or UTC datetime), workspace_id (0 = all workspaces) and custom fields by API name (see get_ticket_fields). Field names are case-sensitive snake_case. Examples: "status:2 AND priority:4", "agent_id:null AND created_at:>'2025-01-01'", "(group_id:12 OR group_id:15) AND status:3", "tag:'vip'". :> and :< are documented as inclusive (>= and <=). Values must be valid ones (status 2-5, priority 1-4, ...) or the API answers 400. The response includes "total" with the overall match count.

Get an agent by ID, including roles and group memberships.

List agent fields, including custom fields.

Get an agent group by ID, including its members.

List agent groups.

List agents.

List requester groups.

List requesters, optionally looked up by email or phone.

List knowledge-base categories.

List the articles in a folder: metadata plus a short plain-text snippet, not the full body.

Use get_solution_article with an article id to read the whole article.

List the folders in a category.

List the service catalog items requested on a service-request ticket.

Get a requester by ID.

Get a requester group by ID.

Get a service item, including its form fields (custom_fields names to use when placing a request).

Read a knowledge-base article by ID: the full HTML in description and plain text in description_text.

Use the id from search_solution_articles or get_list_of_solution_article.

Get a knowledge-base category by ID.

Get a knowledge-base folder by ID.

Get a ticket by ID. Returns {"ticket": {...}} with all standard fields, custom_fields, planned dates, SLA flags (is_escalated, fr_escalated), attachments and, when available, the resolution notes.

List ticket form fields, including custom fields, their API names and allowed choices.

List tickets (newest first). Without a filter or updated_since, only the last 30 days are returned.

For arbitrary conditions (status, priority, agent, group, dates, custom fields) use filter_tickets.

List requester fields, including custom fields and their API names.

List the replies and notes on a ticket, oldest first. Each has body/body_text, private, incoming, source, user_id, to/cc/bcc emails and attachments.

List the requesters in a requester group.

List agent roles (needed for create_agent's roles).

List service catalog categories.

List one page of service catalog items.

List the sub-folders of a folder.

List the audit trail of a ticket (field changes, assignments, status changes).

List ticket sources (channels), built-in and custom, with the numeric IDs create_ticket expects.

Returns {"sources": [{"id": 1, "value": "Email"}, ...]}. Freshservice has no endpoint that lists sources (/ticket_fields/sources only creates one), so they are read from the ticket form's "source" field.

List time entries (time tracked by agents) on a ticket.

Publish a draft article (sets status to 2).

Reactivate a deactivated agent.

Reactivate a deactivated requester.

Remove a requester from a manual requester group.

Restore a deleted (trashed) ticket.

Search service catalog items by keyword.

Full-text search across published knowledge-base articles.

Each result has id, title, folder_id/category_id, status and a short plain-text snippet (the first ~300 characters). Freshservice returns every article's full body here, which makes 30 results very large, so they are trimmed unless include_body is true. To read an article, call get_solution_article with its id (full HTML in description, plain text in description_text).

Send a public reply to the requester on a ticket.

Update an agent. Only the supplied fields change.

Update an agent group. Only the supplied fields change.

Update a requester. Only the supplied fields change.

Update a requester group.

Update a knowledge-base article.

Update a knowledge-base category.

Update a knowledge-base folder.

Update a ticket. Only the supplied fields change.

Edit a note or reply. Only notes and replies created through the API/agents can be edited.

Update a time entry on a ticket. Time entry fields: time_spent ('hh:mm'), note, agent_id, billable, executed_at (ISO-8601), timer_running, task_id, custom_fields.

Get one time entry on a ticket.