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Topics started by AlessandroP

2 Topics

AlessandroP
Apprentice
AlessandroPApprentice
asked in API and Webhooks

Exclude merged tickets from API call

Hi,is there anyone who knows how to exclude merged tickets from get tickets api call?My current api call is the following one:GET “https://domain.freshdesk.com/api/v2/tickets?updated_since=2021-01-01T00:00:00Z&page=1&per_page=100&include=stats,requester,company,description”The ouput of this call will give me also merged tickets.I saw that the “affected_area” info most of the time is set to “Merget Ticket”, but not for all of the tickets and I did not find any other possible info about the merging.Does anyone has experience with that?Thanks a lot

3
Aishvarya
Community Manager
1 year ago
AlessandroP
Apprentice
AlessandroPApprentice
asked in API and Webhooks

Info from ticket extractions not available via API

Hi everyone, I am currently downloading info of tickets extracting from webpage.I decided to go for the API service of freshdesk and analyzed the responde of the call.The output of the call still lack some info such as: - Agent Interactions- Customer Interactions- Survey Result- Initial Response Time- First Response Time (in Hrs)- Resolution Time (in Hrs) The actual API call is the following one:GET “https://domain.freshdesk.com/api/v2/tickets?updated_since=2021-01-01T00:00:00Z&page=1&per_page=100&include=stats,requester,company,description” I think that the only way to retrieve these calculated fields will be to get conversations and make some operations.The only thing I found is that it is possible to download the conversations only for single ticket.Is there someone who has experience with the download via API of all the conversations of all tickets just with one call?It seems it is not something already integrated via API, is there someone interested in upvote this requ

2
D
Community Debut
1 year ago

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