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Replies posted by dave.kavanagh

6 Replies

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Contributor
dave.kavanaghContributor
posted in Archives - Freshdesk

Ticket can't be merged when it is connected to a Tracker

I see. Yes, we run into this all the time. It's really common for customers to reply from different email addresses or to send the same message on multiple tickets, so merging is a really common practise for us. From an agent's perspective, linking to a tracker and merging are two separate things so this is certainly a confusion.

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D
Contributor
5 years ago
G
Apprentice
gabriel_mooreApprentice
posted in Archives - Freshdesk

Python request returning status 400

I've run into this too, and I can't figure out how to perform a query that filters tickets as you're trying to do. I noticed that the formatting of the queries is a little different depending on what you're querying in the API. For example when querying the Customer Satisfaction surveys, you don't seem to need 'query=' or double quotation marks. The below works fine:api/v2/surveys/satisfaction_ratings?created_since=2019-03-25T00:00:00ZI'm pretty new to this too, so I expect we're just missing something.

3
D
Contributor
5 years ago
G
Apprentice
gabriel_mooreApprentice
posted in Archives - Freshdesk

Python request returning status 400

Update: I just spotted that the query response does in-fact tell you what the problem was. Mine is coming back with:{'description': 'Validation failed', 'errors': [{'field': 'query', 'message': 'Unexpected/invalid field in request', 'code': 'invalid_field'}]} I'm getting this response even when I copy/paste from the examples on Freshdesk's API page using standard fields, so perhaps something is amis. For example the query below (taken from the examples) gets the result above:api/v2/tickets?query="priority:4%20OR%20priority:3" So for now I'm all out of ideas!

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D
Contributor
5 years ago
G
Apprentice
gabriel_mooreApprentice
posted in Archives - Freshdesk

Python request returning status 400

@Gabriel I just figured it out. We are both missing /search/ in our request URL. It's that simple!When querying for specific tickets, all tickets, applying existing filters, or applying the basic filters mentioned here it's:/api/v2/ticketsBut when querying with a URL-encoded query for things like 'priority:4', it's: api/v2/search/ticketsThe snippet below returned the tickets between the two date ranges as expected.api/v2/search/tickets?query="created_at:%272018-01-01%27%20AND%20created_at:%272018-02-01%27" Hope that helps!

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D
Contributor
5 years ago
sajesh.krishnadas
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sajesh.krishnadasContributor

Launching the All-new Knowledge Base

I'm happy to see the more readily available feedback stats for articles. Please activate for our account.

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sajesh.krishnadas
Contributor
3 years ago
A
Apprentice
avaneesh.rajkumarApprentice

Introducing Freshdesk Analytics [BETA]

This will be a very welcome update! Looking forward to it.

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T
Contributor
3 years ago

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