Hey Zach, I just logged the payload (the payload is same for create and update) in our test Freshservice account. It sort of looks like the following
{
"iparams":{
"requestbin_url":"https://xxxx.x.pipedream.net"
},
"region":"IND",
"data":{
"ticket":{
"subject":"new schedule ticket 190311124705",
"description":"Description for new schedule 190311124705\n",
"is_description_html_truncated":false,
"description_text":"Description for new schedule 190311124705",
"is_description_text_truncated":false,
"due_by":"2021-03-04T18:21:04+05:30",
"fr_due_by":"2021-03-02T18:21:04+05:30",
"fr_escalated":false,
"is_escalated":false,
"fwd_emails":[],
"reply_cc_emails":null,
"email_config_id":null,
"id":2617,
"group_id":null,
"group_name":"No Group",
"department_id":27000004089,
"department_name":"Operations",
"responder_id":27000015175,
"requester_id":27000015176,
"responder_email":"testme@gmail.com",
"responder_name":"FSAgent1 Automation",
"status":2,
"status_name":"Open",
"priority":1,
"priority_name":"Low",
"type_name":"Incident",
"tags":[],
"spam":false,
"source":2,
"source_name":"Portal",
"urgency":1,
"urgency_name":"Low",
"impact":1,
"impact_name":"Low",
"category":null,
"sub_category":null,
"item_category":null,
"cc_emails":[],
"created_at":"2021-03-01T18:21:04+05:30",
"updated_at":"2021-03-01T18:21:04+05:30",
"attachments":[],
"problem":null,
"change":null,
"assets":[],
"custom_fields":[]
},
"requester":{
"id":27000015176,
"name":"FS Requester1",
"email":"fs.req12@gmail.com",
"mobile":null,
"phone":null,
"language":"en",
"created_at":"2018-10-12T13:01:22+05:30"
},
"actor":{
"profile_id":27000015176
}
},
"account_id":"xxxxxx",
"domain":"xxxxx.freshservice.com",
"event":"onTicketCreate",
"timestamp":1614603064.994523,
"app":"prodappeve"
}
Which clearly has the requester and actor objects.
Can you try logging just the $.requester or the $.actor key? Also a tidbit of info, we generally trim the logs to the first 1000 characters. So the best payload logging way is to capture the payloads in a requestbin or any such HTTP bin