✨ What is the feature?
Allow API access to the same fulltext search capabilities available in the Freshdesk UI. Specifically, enable searching tickets by subject, description, and ideally also conversation content, similar to how the internal /api/_/search/tickets endpoint works with { term: "...", context: "spotlight" } - in the UI, this is what appears when you type in the “search” field (magnifier icon, top right).
🔍 Why is it important?
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This search is available in the UI but not via the public API, which is inconsistent and frustrating for automation.
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There’s no way to query these fields via /api/v2/search/tickets or filter tickets by custom fields (if the field is too short, e.g., 255 characters).
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Automating ticket audits, tracking frequent issues, or building support insights becomes impossible unless you manually export everything or reverse-engineer internal endpoints using cookies/sessions.
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Has been requested before several times,
📦 What we tried
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Tried using GET /api/v2/search/tickets?query="subject:xyz" → doesn’t work; subject and description are not valid fields.
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Tried using internal endpoint /api/_/search/tickets (works in browser), but this requires a session token and CSRF token, which makes it unsuitable for stable automation (e.g. in custom apps using API keys).
🧰 Suggested solution
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Either open up the /_/search/tickets endpoint for API-Key-based use.
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Or extend the /v2/search/tickets endpoint to support subject, description, and ideally also conversations.
