Hello Freshdesk Support Team, We are experiencing a limitation with the Freshdesk API v2 that is impacting our integration and reporting capabilities.
 

• Issue Summary: We cannot access thread conversations (Private Threads, Forward Threads, Discussion Threads) that exist within ticket notes via the API, even though these threads are visible and functional in the Freshdesk web interface.

• Current Situation: 
  • What Works:
    •  We can successfully retrieve main conversations using: GET /api/v2/tickets/[id]/conversations
    • We can see private notes and public notes - The web interface shows all threads correctly 
  • What's Missing:
    • Thread conversations nested within notes are not returned by the conversations endpoint - Multiple replies within a Private Thread appear as a single note in the API response
    • We lose the thread hierarchy and individual messages within threads 

• Technical Details:
  • 1. API Endpoint Being Used: - GET /api/v2/tickets/[ticket_id]/conversations
  • 2. Expected Behavior: 
    • API should return all thread messages within notes
    • Each thread reply should be accessible individually
    • Thread hierarchy should be preserved
  • 3. Actual Behavior: 
    • Only the parent note is returned
    • Thread conversations are completely missing
    • No thread_id or reference to access the nested conversations 
    •  
  • We noticed there's an endpoint documented at:
    • GET /api/v2/collaboration/threads/[id]
    • PUT /api/v2/collaboration/threads/[id]
  • However, we cannot find:
    •  How to discover thread IDs from a ticket
    • Documentation on how to list all threads for a ticket
    • Whether this endpoint is beta/restricted 
  • We are unable to export complete ticket history for compliance,

• Questions:
  • 1. Is there a way to access thread conversations via the current API?
  • 2. How can we obtain thread IDs associated with a ticket?
  • 3. Is there an alternative approach to retrieve complete conversation history including threads?