Sending a Private Note using an API call


I am trying to find wat to send a Private Note using an API call (or another method) to an external system. In this case it’s Jira. In using a Web Request in the Workflow Automator to do this.

The problem is that there is no Placeholder in the Workflow Automator for ‘Last Private Note’. There is one for ‘Last Public Note’ though. We can’t use a Public Note because these conversations are internal and should not be available to our customers.

Can anybody suggest how we could get a Private Note sent from an Incident to an external system?

Please note we have looked at the Jira Integration App and it does not meet our needs.



Hello @CFranklin,

You could use the freshservice API and get all the conversations (notes, replies, etc) of the ticket and iterate over them to get the ones marked “private”: true.

With some additional logic you could also make sure it is the latest private note. I am not sure in what order the array of conversations is sent back in the response so you would have to test that.

Hope that helps :slight_smile:

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Many thanks for your suggestion. I will see what I can do with this.


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