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Hi all,


I am currently building an integration into Freshdesk from another case management solution. I have created a custom attribute "cf_external_id" which is a string and holds the guid of the case from the other system. 


As part of my two-way integration every time I get a new record or updated record to push to Freshdesk, I first want to check if it already exists (obviously).


When I run this endpoint (as per the examples here https://developers.freshdesk.com/api/#filter_tickets) I never get any results, and the data is definitely correct:


api/v2/search/tickets?query="cf_external_id:'e99ee1ee-e270-e911-a818-000d3a479f92'"


This method works for filtering contacts and companies, but doesn't seem to work on tickets.


Has anyone experienced this before or know of a workaround?


Thanks


Dan




I'm having the same issue with filtering companies.


I created a new company and I was able to get a result when querying the initial data that I entered in the custom fields (integer of 37). If I change those fields to a different number it will still return the same result as the original query (as seen below). Doesn't matter how long I wait, the result is still the same.


../api/v2/search/companies?query="test:37 OR test2:37"  

{


    "results": :


        {


            "id": 24000115960,


            "name": "Test",


            "description": null,


            "note": null,


            "domains": 🙂,


            "custom_fields": {


                "test": 1234,


                "test2": 1234


            },


            "created_at": "2019-05-13T22:08:10Z",


            "updated_at": "2019-05-13T22:48:37Z"


        }


    ],


    "total": 1


}

    



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