Using the Freshservice ITSM Action Templates

1. Go to Automation AI > Use Cases > Dialogs and click Create a Dialog Task.
2. Under Integration, select Freshservice to view action templates.

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Supported Actions

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Create a Ticket

1. Install the template from Freshservice Templates.
2. The Create Ticket dialog task is added with:
   • createTicket – User intent to create a ticket.
   • subject, description, email, priority, status, phone – Entity nodes for ticket details.
   • createTicketScript – Bot action script to prepare the request.
   • createTicketService – Bot action service to create the ticket. Click Edit Request: Sample Request:
     {
       "email": "john.doe@example.com",
       "subject": "Support payment",
       "description": "Payment is pending issue",
       "status": 2,
       "priority": 3
     }
     
     Sample Response:
     {
       "ticket": {
         "id": 57,
         "subject": "Support payment...",
         "description": "Payment is pending issue",
         "status": 2,
         "priority": 1,
         "type": "Incident",
         "created_at": "2022-09-28T07:00:14Z"
       }
     }
     
   • createTicketMessage – Message node to display the result.
3. Click Train, then Talk to Bot to test.
4. Follow prompts to create a ticket.

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Get Ticket by ID

1. Install the template from Freshservice Templates.
2. The Get Ticket by ID dialog task is added with:
   • getTicketbyId – User intent to find a ticket by ID.
   • ticketID – Entity node for the ticket ID.
   • getTicketbyIdService – Bot action service to find the ticket. Click +Add Response: Sample Response:
     {
       "ticket": {
         "id": 57,
         "subject": "Support payment...",
         "description": "Payment is pending issue",
         "status": 2,
         "priority": 1,
         "type": "Incident"
       }
     }
     
   • getTicketbyIdMessage – Message node to display the result.
3. Click Train, then Talk to Bot to test.
4. Follow prompts to find a ticket by ID.
5. You can now view the ticket in Freshservice.

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List All Tickets

1. Install the template from Freshservice Templates.
2. The List All Tickets dialog task is added with:
   • listAllTickets – User intent to view all tickets.
   • listAllTicketsService – Bot action service to fetch all tickets. Click +Add Response:
   • listAllTicketsMessage – Message node to display results.
3. Click Train, then Talk to Bot to test.
4. Follow prompts to view all tickets.

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Update a Ticket

1. Install the template from Freshservice Templates.
2. The Update a Ticket dialog task is added with:
   • updateTicket – User intent to update a ticket.
   • ticketID, updateField, email, subject, description, status, priority – Entity nodes.
   • updateTicketScript – Bot action script for the update.
   • Click Edit Request: Sample Request:
     {
       "email": "john.doe@example.com",
       "subject": "LOGIN ISSUE...",
       "description": "Unable to login...",
       "status": 4,
       "priority": 2
     }
     
     Sample Response:
     {
       "ticket": {
         "id": 54,
         "subject": "LOGIN ISSUE...",
         "description": "Unable to login...",
         "status": 4,
         "priority": 2
       }
     }
     
   • updateTicketMessage – Message node to display the result.
3. Click Train, then Talk to Bot to test.
4. Follow prompts to update a ticket.

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Search Ticket by Field

1. Install the template from Freshservice Templates.
2. The Search Ticket by Field dialog task is added with:
   • searchTicket – User intent to search tickets.
   • chooseField, priority, email, status – Entity nodes for search criteria.
   • searchTicketScript – Bot action script to prepare the search.
   • searchTicketService – Bot action service to search tickets. Click +Add Response: Sample Response:
     {
       "tickets": [
         { "subject": "refer", "id": 55, "priority": 3, "status": 5 },
         { "subject": "Support payment...", "id": 7, "priority": 3, "status": 2 }
       ],
       "total": 2
     }
     
   • searchTicketMessage – Message node to display results.
3. Click Train, then Talk to Bot to test.
4. Follow prompts to search tickets.

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Delete a Ticket

1. Install the template from Freshservice Templates.
2. The Delete a Ticket dialog task is added with:
   • deleteTicket – User intent to delete a ticket.
   • ticketID – Entity node for the ticket ID.
   • deleteTicketService – Bot action service to delete the ticket. Click Edit Request:
   • deleteTicketMessage – Message node to display the result.
3. Click Train, then Talk to Bot to test.
4. Follow prompts to delete a ticket.