While developing automations and trying to work with our Freshservice data, I’ve been needing to pull all of our closed tickets while also getting the information on who closed it and what group the ticket was assigned to.
Currently in the API there is no way to do this in bulk, it can only be done one ticket at a time through /api/v2/tickets/:id/activities, and then searching the activities for “… Set Status to Closed”
There are a couple ways to solve this problem:
- Include a closed_by key in each ticket that is equal to the agent ID who last set the ticket to closed/resolved
- Allow ticket activities to be included in a bulk API call, something like: api/v2/tickets/filter?query="status:5"&page=1&per_page=10&include=activities
This feature would greatly enhance our abilities to work with our ticket data inside Freshservice
