Skip to main content
Question

Keyword search and bulk updated

  • June 24, 2025
  • 1 reply
  • 24 views
C
Apprentice
Forum|alt.badge.img

Hello.  I’m a new user and new to this forum.

How do I search the description of open tickets  in Freshdesk for a keyword then update the entire result set, either manually or with a scenario (which is still manual)?

Thanks,  Chuck

1 reply

Roxwell
Top Contributor ⭐
Forum|alt.badge.img+9
  • RoxwellTop Contributor ⭐
  • Top Contributor ⭐
  • June 24, 2025

Hi ​@Chuck.B 

 

Assuming you mean Service for ITSM not Desk.

Create a workflow triggered by the event you want

condition Description contains any of these words [your keyword]

Web Request PUT Request 

URL https://[yourinstance].freshservice.com/api/v2/tickets/{{ticket.id_numeric}}

{
ticket: {
"description": "Your new value"
}
}

 

Zest - A Fresh Perspective - Check us out at ZestCo.uk / Or on YouTube https://www.youtube.com/@Zest-AFreshPerspective
Terms of UseAccessibility statement