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Hi Fresh team -- new to this so I have a question. I know there is a filter that can be used to query for fields but it appears it does not like hypen when searching for a record as a parameter. For example:
https://domain.freshdesk.com/api/v2/contacts?query="phone:AAA-BBB-XXXX" 

 

"errors": :

{

"field": "query",

"message": "Unexpected/invalid field in request",

"code": "invalid_field"

}

 

Is there a way to query for a phone number regardless of the format? Whether be e.164, with parenthesis or hyphen? I did mention to the admin that they will need to change their contacts’ phone field format and make them all the same.

Hi ​@e2nlabs,

I hope you are doing well. Sorry for the delayed response.

To perform a query for a phone number regardless of format in Freshdesk, you can try enclosing the phone number in quotes and using single quotes inside the query parameter, like this:

https://domain.freshdesk.com/api/v2/search/contacts?query="phone:'AAA-BBB-XXXX'"

If the "+" symbol is part of the phone number, encode it as "%2B". This approach should help ensure that the search works regardless of the format. However, note that there is no current functionality to normalize formats automatically; the entered phone numbers need to be in consistent formats for more precise searches.

Adjusting the contact phone field format within the system for consistency is helpful.

Thank you !!

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