Question

Fetch data after ticket creation

  • 12 January 2023
  • 2 replies
  • 22 views

When a new ticket is created through support mail.
I want to trigger API to my backend to fetch details and populate my custom fields on FreshDesk.


2 replies

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Hi @hitesh_newtonschool 
 

Welcome to Freshworks Community :)
 

On your concern, You can use the View Ticket API to fetch all the details available in a ticket, and you can save them to your database with the help of your developers by hitting an external endpoint.

On populating the custom field part, you can either pass the custom fields inside the ticket using the “Update a ticket” call or include all the necessary custom fields right at the time of ticket creation using the “Create a ticket” call.
 

Refer to the below API documentation for more information:

1)  View a Ticket
2)  Create Ticket
3)  Update Ticket

Here’s to you,
Vidya D


Learn something new today, get recognized for your contributions, stay on top of product updates and build meaningful connections in our Freshdesk community. Fresh ideas, quality service :)

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