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An API wrapper for Freshservice

Project description


A wrapper for the Freshservice API written in python3.

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To do anything useful with the wrapper, you need to import this module. The Freshservice API offers various sets of functionality, of those Tickets, Tasks, Users, Agents and Assets have been implemented. Here you can find a class for each of them. A lot of the API's functionality was not implemented, because it was not needed. The usage requires basic knowledge about Freshservice API usage, you can find the official documentation here.

Passing values to the wrapper, that the API doesn't accept, causes the request to fail. For developers it can be hard to figure out, what exactly was the cause, so this module defines some exceptions and provides logging functionality.

The API returns JSON, which if it's used in its raw form in code, is not very pretty. Therefore the response is parsed to objects, which makes working with the data more natural. Some properties have been defined to hide magic numbers. You may need to use those values, when writing to the API, so it may be useful to import the constants from this file.


Creating API instances

You first need to create the general API object, which stores the key.

>>> from freshservice.api import API, TicketAPI
>>> api = API(key, 'domain')
>>> ticket_api = API(api)

This can be applied to all other API classes.


Here we will create, update and use a ticket.

from freshservice.models import Ticket
sample = ticket_api.create_ticket('Title', '',
                                  due_by='2100-01-01', manual_dueby=True,
ticket_api.update(ticket.display_id, status=Ticket.CLOSED)

As you can see in the example, you can use any attribute=value pair, that the API allows. You can also use custom fields, that you defined for the ticket. Internally custom fields have names like 'custom_field_123456' and they are in an inner dictionary called 'custom_field'. However this wrapper will rename them and make them directly accessible as seen in the example. This improves code readability a lot.

Note, that the creation of a TicketAPI object will make some API calls, to get information about your domain. Therefore it is better to always reuse this object to save API calls.

Some hints: You can't update the description. You will need to create a note instead (APIv2 will bring answer functionality). Working with the API, you should never need to use the field, instead you should use Ticket.display_id. When you want to update the due date of a ticket, you also need to pass 'manual_dueby=True'.


The usage of tasks is very similar to tickets, altough they have a bit less complexity and functionality. The following example assumes, we already have a ticket object.

from freshservice.models import Task
task_list = task_api.get_all_tasks(ticket.display_id)
for task in task_list:
     print('{}: {}'.format(task.title, task.description)
     task.update(ticket.display_id,, due_date='2100-01-01')


These are the most complex objects in Freshservice, but the wrapper attempts to simplify the usage with automation. To do this, it will make an API call, when you create the API object. It will also make an additional API call, evertime you create an Asset object of a CI type, that has not been used before. To save API calls, you should always reuse an object of AssetAPI.

This snippet showcases the general usage of the API class:

from models import Asset
asset ='name', 'pc-123')
asset_api.update(, impact=Asset.HIGH)
asset = asset_api.get(

The method 'get_all' is especially risky, because a large database will result in a lot of API calls. However it is the only known way, to get all assets assigned to a specific user in APIv1. This is an extremely wasteful way of using API calls, therefore an update here from Freshservice is darely needed. However, this can be done with a relatively small database, so here is an example of how to do this, assuming we only have the email of a user.

user ='')
asset_list = asset_api.get_all()
assigned_hardware = []
for asset in asset_list:
    if asset.user_id ==

This is necessary, because the search function of the API doesn't take the user's email as a parameter. The support of Freshservice promised a solution with APIv2.


This API is currently only usable to get information about a specific agent.

agent ='')

If the search fails, the function will raise an Exception.


This is analog to agents.

Things to come

Since this wrapper only implements a subset of the API functionality, there will likely be new API classes introduced, or more methods will be created for the existing classes. Currently Freshservice has released a beta for version 2 of their API. It will bring better documentation and more functionality, aswell as more consistency overall.

The tests right now are poorly organized and don't cover a lot of cases. This will change in the near future, using tox. To make this package more easily accessible, it will be released as a package and a Changelog will be introduced.

Some of the code is currently hard to understand, without some deeper knowledge of the API's data model, so a seperate document is planned, which explains that a bit, since the official documentation is a bit sparse. The code documentation in general is subject for improvement.


Apache 2.0 - See LICENSE.txt for more information.

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