Filter ticket based on custom fields not working

  • 4 September 2020
  • 4 replies
  • 51 views

Hi , I'm trying to filter ticket based on my custom field i.e. cf_customer_reference_number but in response i'm getting empty results. My custom field is single line text.

The api endpoint url i'm hitting is

https://signifisolutions.freshdesk.com/api/v2/search/tickets?query="cf_customer_reference_number :'INC2457257'"

and even i have tried it like the also

https://signifisolutions.freshdesk.com/api/v2/search/tickets?query="cf_customer_reference_number :INC2457257" and also i have tried using custom_string also https://signifisolutions.freshdesk.com/api/v2/search/tickets?query="custom_string:INC2457257"

but in also i'm getting no results even i have tickets with this custom field having this value as you can see in the attached image

{

 

"results": [],

"total": 0

}


screenshotfrom2020-09-0412-31-52_50347.png

4 replies

Userlevel 4
Badge +2

Hi @annu.sehrawat, apologies for the delay in getting back to you. Upon checking, I can see that you’ve already raised this to our team and one of our support buddies helped you in resolving the issue :) 

 

If you have further queries, feel free to write to support@freshdesk.com and we’d be glad to help as always! 

 

Cheers, 

Keer,

Freshworks Community Team. 

Hi! What was the solution? I saw this, but it's definitely not helpful (custom_string??)

 

Userlevel 4
Badge +2

Hi @guidolodetti, I hope you are doing well today. I am adding a sample call below on how you can use the custom_string here to filter tickets using custom text fields.  

https://freshworksservice805.freshdesk.com/api/v2/search/tickets?query=”custom_string:testnow”

Filter using custom text fields - Freshdesk  

Can you modify the API call mentioned above and see if that helps? If you are seeing any error, kindly mail the response of the API call to support@freshdesk.com and our product experts would love to help you further here.   

Hi @Keer, thanks for your answer!

Why this change? It makes filtering by custom fields much harder, if not impossible, for those fields which contain mixed values.

Thanks,

Guido

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