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Misleading API documentation for /api/v2/search/tickets

G
Apprentice

I'm looking at the API documentation for filtering tickets here: https://developer.freshdesk.com/api/#filter_tickets


Under the highlighted 'notes' section, it states:


1. Archived tickets will not be included in the results
2. The query must be URL encoded
3. Query can be framed using the name of the ticket fields, which can be obtained from Ticket Fields endpoint. Ticket Fields are case sensitive


If I look at the Ticket Fields endpoint as suggested, I see that 'description' is listed as a valid ticket field. However, if I try the following query I get an invalid field error:


curl -v -u "${API_KEY}":X -X GET 'https://bitx.freshdesk.com/api/v2/search/tickets?query="description:%27Test%27"'


{"description":"Validation failed","errors":[{"field":"description","message":"Unexpected/invalid field in request","code":"invalid_field"}]}

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    10 replies

    A
    Contributor
    • allard
    • Contributor
    • 11 replies
    • February 21, 2019

    I have the same problem with our custom ticket field Project that according to /ticket_fields would be 'project'. When I add this field to the query it gives me the same error

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

    @Guy Description is not supported in the Filter tickets API as a query param. Right below the Note section, you'll find the list of supported default fields.


    @Allard Using custom ticket fields should work as intended. Can you please share the query that you're trying to use?


    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.
    A
    Contributor
    • allard
    • Contributor
    • 11 replies
    • February 21, 2019
    aravind.sundararajan
    Skilled Expert
    Forum|alt.badge.img+12

    @Allard Can you please change the query to include cf_project (to indicate that it's a custom field) and see if this works?


    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.
    A
    Contributor
    • allard
    • Contributor
    • 11 replies
    • February 21, 2019

    I already tried that before. I get the same error:

    { field: 'cf_project',

      message: 'Unexpected/invalid field in request',

      code: 'invalid_field' }

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

    @Allard Seems like a bug with the usage of single line text field in the filter tickets API. We can do a quick fix to make this work for your account.


    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.
    J
    Contributor
    Forum|alt.badge.img+2
    • jsuffet
    • Contributor
    • 9 replies
    • March 2, 2019

    Hello - Arravind, can you please make a quick fix on my account.  I'm experiencing the same issue.


    Thank you

    Jeffrey

    C
    Community Debut
    • cjmadanguit
    • Community Debut
    • 1 reply
    • September 26, 2019

    Hello @Arravind has this been fixed to all accounts?

    M
    Contributor
    • mitch
    • Contributor
    • 3 replies
    • December 4, 2019

    I am having the same problem on my account.  I am trying to search for a field called cf_orderid, I have also tried a customer number field and it does not work either.


    CAN YOU PLEASE ENABLE FOR MY ACCOUNT???

    T
    Community Debut
    • team_20339
    • Community Debut
    • 2 replies
    • April 22, 2020

    @allardis this currently working for you?


    Reply


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