Appendix: Technical Details

API Endpoints

FreshServices Tickets API

https://domain.freshservice.com/api/v2/tickets

Create, update, and query tickets

FreshServices Webhook

https://domain.freshservice.com/api/v2/webhooks

N8N Webhook Endpoint

https://n8n.yourdomain.com/webhook/freshservice

Receive webhook events from FreshServices

Database Schema

tickets

Stores ticket data with relationships to other entities

iddisplay_idsubjectdescriptionstatusprioritycreated_atupdated_at

notes

Stores ticket conversation history

idticket_iduser_idbodycreated_at

users

Stores user information

idnameemailroledepartment_id

departments

Stores department information

idnamedescription

Workflow Example: Ticket Prioritization

// N8N JavaScript Code for Ticket Prioritization
function prioritizeTicket(ticket) {
  const keywords = {
    high: ['urgent', 'critical', 'emergency', 'down', 'broken'],
    medium: ['issue', 'problem', 'error', 'not working'],
    low: ['question', 'how to', 'help with', 'guidance']
  };
  
  // Check subject and description for priority keywords
  const subject = ticket.subject.toLowerCase();
  const description = ticket.description.toLowerCase();
  
  // Determine priority based on keywords
  if (keywords.high.some(word => subject.includes(word) || description.includes(word))) {
    return 'high';
  } else if (keywords.medium.some(word => subject.includes(word) || description.includes(word))) {
    return 'medium';
  } else {
    return 'low';
  }
}