Add Watcher to ticket from API or SDK in FreshService?

​@mbutler - Any guidance here?

I cannot either - it would be a good request

Yes we need this one too. Currently it’s only possible in workflow automator, but not via Freshservice HTTP API.

The way they do it in the actual system is just a POST internal api call, seems like they could perhaps expose that to the external API

Example PowerShell

$watchJson = @{
"user_id" = 12345678910
} | ConvertTo-Json -Depth 5

Invoke-RestMethod -uri "https://company.co.uk/api/_/tickets/201021/watch" -Method Post -ContentType "application/json" -Headers $header -Body $watchJson

Spent a handful of hours on this and it isnt possible with the product as is.

Use case: Ticket is replied to by an agent that is waiting for approvals. That ticket is unassigned, and the agent is asking a question from the requester like “what is this waiting on”. After they reply, if the user replies, the agent will never see it.

Angles I took to try addressing this:

• Via Workflow automator
  • Share ticket→ Doesn’t email the shared with agent on new replies
  • Add watcher → This is not able to be used dynamically. I’d have to create a unique condition for every agent, then an action. This would work for small orgs, but isnt really scalable
  • Add CC → This could work on future replies from the agent, however it depends on the user replying all and when the requester replies or other things happen, the agent who responded gets no update
• Via API
  • There is no documented watcher endpoint in the API
• Custom Application
  • The SDK does not include anything related to watcher capabilities.  Took a heavy crack at this with Claude and confirmed it cant be done.

As ​@Jason.Evans2 stated, when you click watcher, the webpage does a POST hit with the body given. You cannot use this yourself as it returns a 403 (Forbidden) error.