Payload limit exceeded error in Freshservice API

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Hello,
We have developed the clone ticket app and published that in the Freshservice marketplace as a public app. The app went live more than an year ago.

One of the customers have reported a bug in the clone ticket app where they are unable to clone a few tickets in their Freshservice instance. Upon further analysis, the Create Ticket API which is responsible for cloning the ticket is throwing the following error :

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screenshot_one1914×960 186 KB

the error says that “request payload is too large”

When checking the size of the ticket’s JSON response using view a ticket API call, We found out that the JSON is 128KB in size. PFA

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FOpD7moF9cp3oOToTEpell_TmFPVn_cGoA1909×849 96.2 KB

Please help me with the following queries :

  1. Is this the expected error since the payload size is too large?
  2. What is the size limit for request payloads while consuming Freshservice APIs
  3. Are there any ways to overcome this?

Your help is much appreciated. Thank you!

2

gentle follow up on my post. Can someone please help us with this? Thank you!

3

Hi,

Thanks for sharing the issue — this looks like a common Freshservice limitation when handling large payloads during clone or attachment actions.

A couple of things you can check immediately:

  • Reduce attachment size or exclude attachments during cloning

  • Validate request payload size before invoking the API

If this is part of a larger workflow or custom app, we’ve helped teams handle similar Freshworks custom integrations and payload optimisations.

Happy to take a quick look or discuss possible approaches if you’re exploring a custom solution. Feel free to DM me