NagentArtefacts
Dev & Technology
Enterprise and White Glove
Company
Freshservice connects to a Nagent workspace with an API key. Once it is connected, agents can call 9 Freshservice actions, such as "Create Service Request", "Create Ticket" and "Get Problem Form Fields by Workspace". Nothing is enabled on connect: each action is allowed one at a time, and an action with side effects runs or waits for a person according to the agent's level.
Every operation an agent can call against Freshservice, with input parameters and output schema.
FRESHSERVICE_BULK_UPDATE_TICKETSTool to bulk update multiple Freshservice tickets by sequential update calls. Use when you need to update fields across many tickets in absence of a native bulk API.
Input parameters
List of Freshservice ticket IDs to update
Dictionary of ticket fields to update. Allowed keys include 'subject', 'description', 'status', 'priority', 'responder_id', 'group_id', 'type', 'tags', 'custom_fields', etc.
Output
Data from the action execution
Error if any occurred during the execution of the action
Whether or not the action execution was successful or not
FRESHSERVICE_CREATE_SERVICE_REQUESTCreate a service request for a catalog item in Freshservice using the v2 API. The catalog item display_id can be found in Admin > Service Catalog by clicking on an item and checking the URL (e.g., /service_catalog/items/1 means display_id=1).
Input parameters
Email address of the requester. If not provided, the authenticated user is used.
Quantity of the catalog item to request. Defaults to 1 if not specified.
Custom field values for the service item form. Keys are the custom field names.
Display ID of the catalog item to request. Find it in Admin > Service Catalog > Item URL.
Display ID of the parent ticket when creating as a child service request.
Output
Data from the action execution
Error if any occurred during the execution of the action
Whether or not the action execution was successful or not
FRESHSERVICE_CREATE_TICKETTool to create a new ticket. Use when you need to log an incident or service request.
Input parameters
Name of the requester (creates new contact if not found)
Enum for Freshservice ticket type values.
Email address of the requester. Provide either requester_id or email
Enum for Freshservice ticket impact values.
Enum for Freshservice ticket source values.
Status of the ticket.
Subject of the ticket
Enum for Freshservice ticket urgency values.
Priority of the ticket.
CC email addresses for outbound email tickets
HTML description of the ticket
User ID of the requester. Provide either requester_id or email
Email config ID for outbound email ticket creation
Output
Data from the action execution
Error if any occurred during the execution of the action
Whether or not the action execution was successful or not
FRESHSERVICE_GET_PROBLEM_FORM_FIELDS_BY_WORKSPACETool to list problem form fields. Use when you need to retrieve the form fields available for problems in a specific workspace.
Input parameters
ID of the workspace to list problem form fields for. If omitted, returns global and primary workspace fields.
Output
Data from the action execution
Error if any occurred during the execution of the action
Whether or not the action execution was successful or not
FRESHSERVICE_GET_RELEASE_FORM_FIELDSTool to list release form fields metadata. Use when you need to fetch release field definitions before building or validating release forms.
Input parameters
Filter fields for a specific workspace. By default only global fields and primary workspace fields are returned in Employee Support Mode.
Output
Data from the action execution
Error if any occurred during the execution of the action
Whether or not the action execution was successful or not
FRESHSERVICE_GET_TICKETTool to retrieve detailed information about a specific ticket by ID. Use when you need to get full details of a ticket including its status, priority, requester, and other attributes.
Input parameters
Comma-separated list of additional fields to include (e.g., 'requester', 'stats', 'description', 'conversations', 'assets'). Each include consumes additional credits.
The unique ID or display_id of the ticket to retrieve
Output
Data from the action execution
Error if any occurred during the execution of the action
Whether or not the action execution was successful or not
FRESHSERVICE_LIST_LOCATIONSTool to list all locations in Freshservice. Use when you need to retrieve paginated location data.
Input parameters
Page number for pagination (1-indexed; must be >=1)
Number of locations per page (must be between 1 and 100)
Output
Data from the action execution
Error if any occurred during the execution of the action
Whether or not the action execution was successful or not
FRESHSERVICE_LIST_SERVICE_CATALOG_ITEMSTool to list all service catalog items in Freshservice. Use when you need to discover available catalog items and their display_ids before creating service requests.
Input parameters
Page number for pagination (1-indexed; must be >=1)
Number of items per page (must be between 1 and 100)
Output
Data from the action execution
Error if any occurred during the execution of the action
Whether or not the action execution was successful or not
FRESHSERVICE_LIST_TICKETSTool to list all tickets in Freshservice with optional filtering and pagination. Use when you need to retrieve ticket IDs or search for tickets. By default only tickets created within the past 30 days are returned; use updated_since for older tickets.
Input parameters
Page number for pagination (1-indexed; must be >=1)
Filter tickets by predefined criteria.
Comma-separated list of additional fields to include (e.g., 'requester', 'stats', 'description', 'conversations', 'assets'). Each include consumes additional credits.
Field to sort by (e.g., 'created_at', 'updated_at', 'status', 'priority')
Number of tickets per page (must be between 1 and 100, default 30)
Sort order: 'asc' for ascending or 'desc' for descending.
Timestamp to get tickets updated after this time (ISO 8601 format, e.g., '2026-01-01T00:00:00Z'). By default only tickets created within the past 30 days are returned.
Output
Data from the action execution
Error if any occurred during the execution of the action
Whether or not the action execution was successful or not
Agents can call 9 Freshservice actions on Nagent, including "Create Service Request", "Create Ticket" and "Get Problem Form Fields by Workspace". Create Service Request: Create a service request for a catalog item in Freshservice using the v2 API. Each action is listed on this page with its input parameters and its output.
Freshservice connects with an API key, under your workspace's own connection. Nothing is enabled on connect: each action is allowed one at a time and can be scoped to the agents that need it.
Create Service Request takes 1 required input: item_display_id. It also takes 4 optional inputs: email, quantity, custom_fields and parent_ticket_id. It returns data, error and successful.