> ## Documentation Index
> Fetch the complete documentation index at: https://docs.blinkops.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Update Ticket

Make changes to the parameters of a ticket, from updating statuses to changing ticket type.

> [!NOTE]
>
> External Documentation
>
> To learn more, visit the [Freshservice documentation](https://api.freshservice.com/#update_ticket_priority).

## Basic Parameters

| Parameter | Description |
| - | - |
| Priority | Priority of the ticket. Note - In order for the chosen priority to be selected, Priority Matrix must be disabled. You can navigate to Admin > Priority Matrix to disable it. |
| Source | The channel through which the ticket was created. |
| Status | Status of the ticket. |
| Ticket ID | ID of the ticket to update. |

## Advanced Parameters

| Parameter | Description |
| - | - |
| Category | Category of the ticket. |
| Group ID | ID of the group to which the ticket has been assigned. The default value is the ID of the group that is associated with the given email\_config\_id. |
| Item Category | The item category. |
| Name | Name of the requester. |
| Phone | Phone number of the requester. If no contact exists with this phone number in Freshservice, it will be added as a new contact. |
| Responder ID | ID of the agent to whom the ticket has been assigned. |
| Sub-Category | Sub-Category of the ticket:   \* For Hardware, it should be one of these values: `Computer`,`Printer`,`Phone`,`Peripherals`.   \* For Software, it should be one of these values: `MS Office`,`Adobe Reader`,`Windows`,`Chrome`.   \* For Network, it should be one of these values: `Access`,`Connectivity`.   \* For Other, it should not be set, as input is not expected. |
| Tags | A Comma-separated list of Tags that have been associated with the ticket e.g "tag1","tag2","tag3". |

## Example Output

```json theme={"dark"}
{
	"ticket": {
		"cc_emails": [
			"ram@freshservice.com",
			"diana@freshservice.com"
		],
		"fwd_emails": [],
		"reply_cc_emails": [
			"ram@freshservice.com",
			"diana@freshservice.com"
		],
		"spam": false,
		"email_config_id": null,
		"fr_escalated": true,
		"group_id": null,
		"priority": 3,
		"requester_id": 1000000675,
		"requested_for_id": 1000000670,
		"responder_id": null,
		"source": 2,
		"status": 2,
		"subject": "Support Needed...",
		"description": "<div>Details about the issue...</div>",
		"description_text": "Details about the issue...",
		"category": null,
		"sub_category": null,
		"item_category": null,
		"resolution_notes": null,
		"resolution_notes_html": null,
		"custom_fields": {
			"custom_text": "This is a custom text box",
			"auto_checkbox": null
		},
		"id": 1,
		"type": "Incident",
		"to_emails": null,
		"department_id": null,
		"is_escalated": false,
		"tags": [
			"hello",
			"how",
			"are",
			"you",
			"now"
		],
		"due_by": "2017-09-09T04:04:28+05:30",
		"fr_due_by": "2017-09-08T20:04:28+05:30",
		"created_at": "2017-09-08T10:34:28Z",
		"updated_at": "2017-09-11T07:27:07Z",
		"attachments": [],
		"workspace_id": 3
	}
}
```

## Workflow Library Example

[Update Ticket with Freshservice and Send Results Via Email](https://library.blinkops.com/workflows/update-ticket-with-freshservice-and-send-results-via-email)

![Workflow Library](https://mintcdn.com/blinkops-2/ojHYuDeYX5FWuN8a/img/Icons/play-box.svg?fit=max\&auto=format\&n=ojHYuDeYX5FWuN8a\&q=85\&s=b8af968e71438a9499c3223c9bd29fb2)

Preview this Workflow on desktop

[https://library.blinkops.com/workflows/update-ticket-with-freshservice-and-send-results-via-email/canvas](https://library.blinkops.com/workflows/update-ticket-with-freshservice-and-send-results-via-email/canvas)


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