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Replies posted by simon.christian

2 Replies

S
Apprentice
simon.christianApprentice
posted in Archives - Freshdesk

Filtering tickets on API v2

Thanks for the response Rohit, sounds promising and certainly we'd prefer a more dynamic approach than having to predefine filters.We're quite new to Freshdesk so I'm sure we'd use more complex criteria in the future, but right now we're filtering by status, tag, and product. To give a little more detail, we use a Scenario to escalate a ticket, which will add a new tag and set the status on the ticket amongst other things. We run a periodic process to query the API to discover any such tickets relating to a product, and create a corresponding Request within TargetProcess before resetting the status on the ticket. This works fairly well currently, though we'd be very happy to see an integration with TargetProcess instead!

20
W
Contributor
5 years ago
K
Contributor
keith_11877Contributor
posted in Archives - Freshdesk

Access to Tags via API

@AndyI came across this thread when searching for a solution to the same problem. The v2 APIs don't seem to be out yet, but it does seem that you can achieve the required result by using a custom view.For instance I setup a view using {Status: [open], Tag: [bug]} and saved this as a custom view, then calling the API for tickets matching that view does give the correct filtered output, i.e: /helpdesk/tickets/view/{view id}?format=jsonIt doesn't seem that you can update tags using the API, so I'll be toggling status to indicate which tickets have been processed.

19
aravind.sundararajan
Skilled Expert
5 years ago

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