Include Requester Details in Custom Ticket Views API

Create a Idea for this. 

Hi @anusrivas 

Greetings From Freshworks Community

Since this is a very valid ask, as mentioned by @Daniel Söderlund you can post an idea on the Forum page as a Feature Request which will be reviewed by the product team. The requests will be processed based on the number of users who've requested it and based on the priority and current schedule of the feature request queue.

Or you can drop an email to support@freshdesk.com and we shall create a tracker for the same internally.

Hope this helps, please let us know incase of any follow up queries.

o include requester details in Custom Ticket Views using an API, you typically need to follow these steps:

1. API Endpoint: Use the appropriate API endpoint for fetching custom ticket views. This often looks like /api/v1/ticket_views.

2. Modify Request: When constructing your API request, ensure to specify the fields you want to include in the response. Look for options like include_requester or similar in the API documentation.

3. Field Mapping: Ensure the fields related to the requester (e.g., requester_id, requester_name, requester_email) are mapped correctly in your request parameters.

4. Response Handling: In your response handling, extract and display the requester details as needed in your application.

5. Testing: Test your implementation to verify that requester details are included as expected.

Make sure to refer to the specific API documentation for your platform for exact parameters and structures.

Hi ​@anusrivas ​@Aubrey62312 ,

Looks like Aubrey is suggesting to move the requestor data to custom ticket Field and then use Filter ticket API based on the custom Field.

This could be the workaround but we need to be cautious of the API limit here. So what can be done here is, we can create custom ticket Fields and pass the requestor details to these Fields and then search tickets using the custom Ticket Field.

For example :- You can create a custom Field called Requestor name and then using one ticket update API we can update this ticket Field with Requester details.

API for ticket update :- Ticket Update API

Article for reference :- Automation Using Webhooks 

Sample screenshot:-

Once this update is done, we can use the search ticket API to search tickets based on this custom Field which will have requester details.

API for Filter ticket :- https://developer.freshdesk.com/api/#filter_tickets

Hope this answers the query.

Hi Madhu, Aubrey, and Daniel,

Thanks for the suggestions! Based on your advice, I will try implementing the custom fields for the requester details using the Ticket Update API. This looks like a great workaround until the feature request is considered. I'll make sure to map the requester fields like requester_name and requester_email to custom fields, and use the Filter Ticket API for searching based on these details.

If I face any issues, I will reach out again.

Thanks again for the help!