Freshservice Powerapp Connector on Microsoft Gallery :

Last updated: 2025-08-27

Source: https://support.freshservice.com/support/solutions/articles/50000011422-freshservice-powerapp-connector-on-microsoft-gallery

``` Note: Freshworks will support the investigation of integration-related issues; however, issues originating from the third-party application are beyond Freshworks’ scope. We recommend reaching out to your account manager or the third-party provider’s support team. ```

Freshservice is a cloud-based IT service desk and service management solution that's easy to set up and use, to transform employee experience across the organization.

This connector is available in the following products and regions.


Service	Class	Regions
Copilot Studio	Premium	All Power Automate regions except the following:<br>\- US Government (GCC)<br>\- US Government (GCC High)<br>\- China Cloud operated by 21Vianet<br>\- US Department of Defense (DoD)
Logic Apps	Standard	All Logic Apps regions except the following:<br>\- Azure Government regions<br>\- Azure China regions<br>\- US Department of Defense (DoD)
Power Apps	Premium	All Power Apps regions except the following:<br>\- US Government (GCC)<br>\- US Government (GCC High)<br>\- China Cloud operated by 21Vianet<br>\- US Department of Defense (DoD)
Power Automate	Premium	All Power Automate regions except the following:<br>\- US Government (GCC)<br>\- US Government (GCC High)<br>\- China Cloud operated by 21Vianet<br>\- US Department of Defense (DoD)


Connector Metadata
Publisher	Freshworks

Authentication

Important: The username and password based authentication is no longer supported by the FreshService. The connector now supports only one authentication type - API Key. Freshservice API Migration docs.

Creating a connection

The connector supports the following authentication types:


API Key	API Key authentication type	All regions	Not shareable

API Key

Auth ID: Basic

Applicable: All regions

API Key authentication type

This is not a shareable connection. If the power app is shared with another user, another user will be prompted to create a new connection explicitly.


Name	Type	Description	Required
API Key	string	The API Key for this api	True
Site url	string	Root site url (Example: https://sample.freshservice.com)	True

Throttling Limits


Name	Calls	Renewal Period
API calls per connection	100	60 seconds
Frequency of trigger polls	1	120 seconds

Actions


Add a note to a ticket (V2))	Add a private or public note to a ticket.
Create a ticket (V2))	Create a ticket.
Update a ticket (V2))	Update a ticket (only specified values will be updated).

Add a note to a ticket (V2)

Operation ID: AddNoteV2

Add a private or public note to a ticket.

Parameters


Name	Key	Required	Type	Description
Ticket Id	ticketId	True	integer	The ticket id to update.
Note	body	True	string	The note to be added to the ticket.
Is Private	private		boolean	Set to true if message is private.

Returns

Body AddNote\_ResponseV2

Create a ticket (V2)

Operation ID: CreateTicketV2

Create a ticket.

Parameters


Name	Key	Required	Type	Description
Requester Id	requester\_id	True	integer	User-id of the requester. For existing contacts, requester\_id can be passed instead of email.
Requester email	requester\_email		string	Email id of the requester.
Subject	subject	True	string	The subject of the ticket.
Status	status	True	string	Status of the ticket.
Priority	priority	True	string	The priority of the ticket (such as Low, Medium, or High).
Description	description	True	string	The description of the ticket.
Urgency	urgency		string	Urgency of the problem (such as Low, Medium or High).
Impact	impact		string	Impact of the problem (such as Low, Medium or High).
Source	source		string	The channel through which the ticket was created.

Returns

Body CreateUpdateTicket\_ResponseV2

Update a ticket (V2)

Operation ID: UpdateTicketV2

Update a ticket (only specified values will be updated).

Parameters


Name	Key	Required	Type	Description
Ticket Id	ticketId	True	integer	The ticket id to update.
Requester Id	requester\_id		integer	User-id of the requester. For existing contacts, requester\_id can be passed instead of email.
Requester email	requester\_email		string	Email id of the requester.
Subject	subject		string	The subject of the ticket.
Status	status		string	Status of the ticket.
Priority	priority		string	The priority of the ticket (such as Low, Medium, or High).
Urgency	urgency		string	Urgency of the problem (such as Low, Medium or High).
Impact	impact		string	Impact of the problem (such as Low, Medium or High).
Source	source		string	The channel through which the ticket was created.

Returns

Body CreateUpdateTicket\_ResponseV2

Triggers


When a ticket is created (V2))	Triggers when a new ticket is created.

When a ticket is created (V2)

Operation ID: OnTicketCreatedV2

Triggers when a new ticket is created.

Returns

Body ListTicket\_ResponseV2

Definitions

Ticket\_Response


Name	Path	Type	Description
Created At Date-Time	created\_at	date-time	yyyy-MM-ddTHH:mm:ss.fffZ
Is Deleted	deleted	boolean	Set as true if the ticket is deleted/trashed. Deleted tickets will not be considered in any views except 'deleted' filter.
Department Id	department\_id\_value	integer
Ticket Id	display\_id	integer	Ticket Id specific to your account.
Due By Date-Time	due\_by	date-time	yyyy-MM-ddTHH:mm:ss.fffZ
Group Id	group\_id	integer	Id of Group to which the ticket is assigned.
Id	id	integer	Unique Id of the ticket.
Impact	impact	integer	A number representing the impact of the problem.
Is Escalated	isescalated	boolean	Set to true if an escalation was sent.
Owner Id	owner\_id	string	Id of the agent to whom the problem is assigned.
Priority	priority	integer	A number representing the priority of the ticket.
Requester Id	requester\_id	integer	User-id of the requester. For existing contacts, requester\_id can be passed instead of email.
Responder Id	responder\_id	integer	Id of the agent to whom the ticket is assigned.
Source	source	integer	A number representing the channel through which the ticket was created.
Spam	spam	boolean	Set as true if the ticket is marked as spam.
Status	status	integer	A number representing the status of the ticket.
Subject	subject	string	Ticket subject.
Ticket Type	ticket\_type	string	Type property field as defined in ticket fields.
To Email	to\_email	string	Email address to which the incoming ticket email was sent.
Updated At Date-Time	updated\_at	date-time	yyyy-MM-ddTHH:mm:ss.fffZ
Urgency	urgency	integer	A number representing the urgency of the problem.
Description	description	string	Description of the problem.
Description HTML	description\_html	string	HTML content of the ticket. Description and description\_html should not be passed together.
Status Name	status\_name	string	Status of the ticket.
Priority Name	priority\_name	string	Priority of the ticket.
Source Name	source\_name	string	The channel through which the ticket was created.
Responder Name	responder\_name	string	Name of the agent to whom the ticket is assigned.
To Emails	to\_emails	array of string	Email addresses to which the incoming ticket email was sent.
Department Name	department\_name	string	Name of the department.
Associated Problem Id	assoc\_problem\_id	integer	Id of the associated problem to the ticket.
Associated Change Id	assoc\_change\_id	integer	Id of the associated change to the problem.
Associated Change Cause Id	assoc\_change\_cause\_id	integer	Id of the change causing the ticket.
Associated Asset Id	assoc\_asset\_id	integer	Id of the asset associated to the ticket.
Urgency Name	urgency\_name	string	Urgency of the problem.
Impact Name	impact\_name	string	Impact of the problem.

CreateUpdateTicket\_ResponseV2


Name	Path	Type	Description
Created At Date-Time	ticket.created\_at	date-time	yyyy-MM-ddTHH:mm:ss.fffZ
Department Id	ticket.department\_id	integer
Due By Date-Time	ticket.due\_by	date-time	yyyy-MM-ddTHH:mm:ss.fffZ
Group Id	ticket.group\_id	integer	Id of Group to which the ticket is assigned.
Id	ticket.id	integer	Unique Id of the ticket.
Is Escalated	ticket.is\_escalated	boolean	Set to true if an escalation was sent.
Priority	ticket.priority	integer	A number representing the priority of the ticket.
Requester Id	ticket.requester\_id	integer	User-id of the requester. For existing contacts, requester\_id can be passed instead of email.
Responder Id	ticket.responder\_id	integer	Id of the agent to whom the ticket is assigned.
Source	ticket.source	integer	A number representing the channel through which the ticket was created.
Spam	ticket.spam	boolean	Set as true if the ticket is marked as spam.
Status	ticket.status	integer	A number representing the status of the ticket.
Subject	ticket.subject	string	Ticket subject.
Ticket Type	ticket.type	string	Type property field as defined in ticket fields.
Updated At Date-Time	ticket.updated\_at	date-time	yyyy-MM-ddTHH:mm:ss.fffZ
Description	ticket.description\_text	string	Description of the problem.
Description HTML	ticket.description	string	HTML content of the ticket. Description and description\_html should not be passed together.
To Emails	ticket.to\_emails	array of string	Email addresses to which the incoming ticket email was sent.

ListTicket\_ResponseV2


Name	Path	Type	Description
Created At Date-Time	created\_at	date-time	yyyy-MM-ddTHH:mm:ss.fffZ
Department Id	department\_id	integer
Due By Date-Time	due\_by	date-time	yyyy-MM-ddTHH:mm:ss.fffZ
Group Id	group\_id	integer	Id of Group to which the ticket is assigned.
Id	id	integer	Unique Id of the ticket.
Is Escalated	is\_escalated	boolean	Set to true if an escalation was sent.
Priority	priority	integer	A number representing the priority of the ticket.
Requester Id	requester\_id	integer	User-id of the requester. For existing contacts, requester\_id can be passed instead of email.
Responder Id	responder\_id	integer	Id of the agent to whom the ticket is assigned.
Source	source	integer	A number representing the channel through which the ticket was created.
Spam	spam	boolean	Set as true if the ticket is marked as spam.
Status	status	integer	A number representing the status of the ticket.
Subject	subject	string	Ticket subject.
Ticket Type	type	string	Type property field as defined in ticket fields.
Updated At Date-Time	updated\_at	date-time	yyyy-MM-ddTHH:mm:ss.fffZ
Description	description\_text	string	Description of the problem.
Description HTML	description	string	HTML content of the ticket. Description and description\_html should not be passed together.
To Emails	to\_emails	array of string	Email addresses to which the incoming ticket email was sent.

UpdateTicket\_Response


Name	Path	Type	Description
Is Deleted	ticket.deleted	boolean	Set as true if the ticket is deleted/trashed. Deleted tickets will not be considered in any views except 'deleted' filter.
Ticket Id	ticket.display\_id	integer	Ticket Id specific to your account.
Subject	ticket.subject	string	Ticket subject.
Description	ticket.description	string	Description of the ticket.
Description HTML	ticket.description\_html	string	HTML content of the ticket. Description and description\_html should not be passed together.
Status Name	ticket.status\_name	string	Status of the ticket.
Priority Name	ticket.priority\_name	string	Priority of the ticket.
Source Name	ticket.source\_name	string	The channel through which the ticket was created.
Responder Name	ticket.responder\_name	string	Name of the agent to whom the ticket is assigned.
To Emails	ticket.to\_emails	array of string	Email addresses to which the incoming ticket email was sent.
Department Name	ticket.department\_name	string	Name of the department.
Associated Problem Id	ticket.assoc\_problem\_id	integer	Id of the associated problem to the ticket.
Associated Change Id	ticket.assoc\_change\_id	integer	Id of the associated change to the problem.
Associated Change Cause Id	ticket.assoc\_change\_cause\_id	integer	Id of the change causing the ticket.
Associated Asset Id	ticket.assoc\_asset\_id	integer	Id of the asset associated to the ticket.
Urgency Name	ticket.urgency\_name	string	Urgency of the problem.
Impact Name	ticket.impact\_name	string	Impact of the problem.

AddNote\_Response


Name	Path	Type	Description
Created At Date-Time	note.created\_at	date-time	yyyy-MM-ddTHH:mm:ss.fffZ
Is Deleted	note.deleted	boolean	Set as true if the ticket is deleted/trashed. Deleted tickets will not be considered in any views except 'deleted' filter.
Id	note.id	integer	Unique Id of the note.
Private	note.private	boolean	Set as true if the note is private.
Source	note.source	integer	A number representing the channel through which the ticket was created.
Updated At Date-Time	note.updated\_at	date-time	yyyy-MM-ddTHH:mm:ss.fffZ
User Id	note.user\_id	integer	User\_id of the agent who is adding the note.
Body	note.body	string	Content of the note in plain text.
Body HTML	note.body\_html	string	Content of the note in HTML format. Either body or body\_html has to be passed.
attachments	note.attachments	array of string

AddNote\_ResponseV2


Name	Path	Type	Description
Created At Date-Time	conversation.created\_at	date-time	yyyy-MM-ddTHH:mm:ss.fffZ
Id	conversation.id	integer	Unique Id of the note.
Private	conversation.private	boolean	Set as true if the note is private.
Updated At Date-Time	conversation.updated\_at	date-time	yyyy-MM-ddTHH:mm:ss.fffZ
User Id	conversation.user\_id	integer	User\_id of the agent who is adding the note.
Body	conversation.body\_text	string	Content of the note in plain text.
Body HTML	conversation.body	string	Content of the note in HTML format. Either body or body\_html has to be passed.
attachments	conversation.attachments	array of string
Ticket Id	conversation.ticket\_id	integer	Unique Id of the ticket.