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API, possible to sort tickets?

  • January 15, 2014
  • 8 replies
  • 246 views
S
Apprentice

I would like to use the API to pull recently modified/updated tickets (they appear to be sorted by date created).  I cant find anything in the API documentation or support forums but is this possible?

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    8 replies

    E
    Contributor
    • e.chizat
    • Contributor
    • December 9, 2014

    I have the same issue

    aravind.sundararajan
    Skilled Expert
    Forum|alt.badge.img+12

    Steve/Elo,


    By default, the query that is used to return a list of tickets will fetch tickets based on created time . You could have a custom filter that will display the last updated tickets in the list view and then perform the API query to obtain the list of tickets based on this filter.


    Create a custom filter as described in the screenshot below :





    You could use the following query to obtain the list of tickets based on this filter.


    curl -u user@yourcompany.com:test -H "Content-Type: application/json" -X GET http://domain.freshdesk.com/helpdesk/tickets//helpdesk/tickets/view/[view_id]?format=json?format=json&page=1




    Aravind


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    E
    Contributor
    • e.chizat
    • Contributor
    • December 9, 2014

    Thanks for your reply =)

    I figure this out by requesting all tickets, then by sorting them after with a loop because the script I'm making has to be automatic, so I can't create custom filter graphically.

    And I can't create a custom filter with the API, right ?

    J
    Community Debut
    Is there a way to create view showing "customer responded" only ?

     

    aravind.sundararajan
    Skilled Expert
    Forum|alt.badge.img+12

    @Elo : Unfortunately,only the data can be fetched from the pre-defined views using API but it is not possible to create a view on the fly.


    @John: There's no explicit option to achieve this ( We're working on this enhancement ) . However, as a workaround you can create multiple observer rules to achieve this. Watch out for the email that helps you to set this up :)


    Cheers,

    Aravind.S



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    A
    Community Debut
    • admin_15986
    • Community Debut
    • July 27, 2017

    @Aravind S: please send me the workaround solution to view only "customer responded" tickets as I have the same requirement to John. Thanks!

    aravind.sundararajan
    Skilled Expert
    Forum|alt.badge.img+12

    Hello Cathy,


    I've just emailed you the workaround. Let me know if you need any further assistance.


    Cheers!

    Are you interested in learning more about how our services can help add value to your business? Check out our Professional Services - https://www.freshworks.com/professional-services/ to know more & get started.
    aravind.sundararajan
    Skilled Expert
    Forum|alt.badge.img+12

    Hi,


    We've now released the option to filter tickets via API without having to create a custom view. Here's the link to the documentation :https://developer.freshdesk.com/api/#filter_tickets


    Cheers!

    Are you interested in learning more about how our services can help add value to your business? Check out our Professional Services - https://www.freshworks.com/professional-services/ to know more & get started.
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