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Hello everyone,

I'm using the bulk update FreshDesk API V2 to update tickets status to Resolved (status=4).
When I send a list of ticket IDs, some of the tickets are updated some of tickets not.

Sample of request:

curl -v -u <USER:PWD> -H 'Content-Type: application/json' -X POST 'https://COMPANY.freshdesk.com/api/v2/tickets/bulk_update' -d '{"bulk_action":{"properties":{"status":4},"ids"::667243,667639]}}'

Sample of response:

{"job_id":"374d1fb9-93cf-44c4-932e-0571075dc034","href":"https://COMPANY.freshdesk.com/api/v2/jobs/374d1fb9-93cf-44c4-932e-0571075dc034"}

Looking the FreshDesk dashboard the status never change.

When I try to check the progress I had:

{"code":"access_denied","message":"You are not authorized to perform this action."}

However, if try to make a bulk update action setting any other status, it works.

Could you support me, please?

Hi Marcos, 
 

I hope you are doing well :)
 

I understand that you are getting access denied error on your side. Please note that in Freshdesk the access to tickets is defined by scope under admin > teams > agents > edit scope. If the tickets fall under groups such as — or any other group which you don’t have access to, in that case you might get access denied error. 

Can you check the same and may be reach out to admin for scope access to all tickets so that you can update every ticket and never face access denied error. 

In case issue persists with all tickets scope please feel free to respond to this thread so that we can have this analyzed further internally.

 

Thank you 

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