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Use Freshservice actions in to create Freshservice tickets directly from Ravenna and automate handoffs to your ITSM teams.

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Actions

Creates a new ticket in Freshservice with a configurable workspace, requester, subject, description, status, priority, and assignee. Use information from the trigger and prior workflow steps to populate the ticket.Input fields:
  • Freshservice Workspace - The Freshservice workspace to create the ticket in. Only workspaces accessible to the connected Freshservice account appear in the list.
  • Requester - The Freshservice user the ticket is raised on behalf of. Required.
  • Subject - Short title for the ticket. Supports dynamic values from the trigger and prior steps.
  • Description - Detailed body for the ticket. Supports dynamic values for ticket fields, message content, and AI-generated text. Optional.
  • Status - Initial Freshservice status for the ticket (Open, Pending, Resolved, or Closed). Optional, defaults to Open.
  • Priority - Freshservice priority for the ticket (Low, Medium, High, or Urgent). Optional.
  • Assignee - Freshservice agent to assign as responder on the ticket. Optional.
Output data:
  • ticketNumber - The Freshservice ticket number.
  • ticketUrl - The full URL to the ticket in Freshservice.
Common use cases:
  • Open a Freshservice ticket when a Ravenna ticket is categorized as an ITSM request
  • Hand off employee requests from a support channel to the IT service desk
  • Generate Freshservice tickets from form submissions that require IT follow-up
  • Mirror incident tickets into Freshservice for ITIL-aligned tracking
Learn more about building workflows and the full set of triggers and actions.
Last modified on June 22, 2026