Hi Freshservice team & community,
I’d like to propose an enhancement to the API that would allow retrieving the list of users a ticket is shared with (e.g. shared stakeholders).
Use case:
In many workflows, tickets are shared with additional users for visibility or collaboration. However, this information is currently not easily accessible via the API, which limits automation and integrations.
Proposed solution:
Provide an API endpoint (or extend the existing ticket endpoints) to return:
- Users the ticket is shared with / watchers
Example use cases:
- Sync shared users with external systems (e.g., CRM, project tools)
- Trigger automations when certain stakeholders are involved
- Update the ticket status if someone from the shared list is sending a reply/note
Would love to hear if others have similar needs or additional use cases!
