Custom Source fields not showing when retrieving all ticket fields

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#1

Hi Everyone,

In the searching we have done to retrieve ticket source fields for dynamic ticket creation, we noticed that our own created sources do not show up from this request: https://{{domain}}.freshdesk.com/api/v2/ticket_fields.

{
        "id": 103000407716,
        "name": "source",
        "label": "Source",
        "description": "Ticket source",
        "position": 4,
        "required_for_closure": false,
        "required_for_agents": false,
        "type": "default_source",
        "default": true,
        "customers_can_edit": false,
        "customers_can_filter": false,
        "label_for_customers": "Source",
        "required_for_customers": false,
        "displayed_to_customers": false,
        "created_at": "2022-11-10T16:17:07Z",
        "updated_at": "2023-02-13T08:55:46Z",
        "choices": {
            "Email": 1,
            "Portal": 2,
            "Phone": 3,
            "Forum": 4,
            "Twitter": 5,
            "Facebook": 6,
            "Chat": 7,
            "MobiHelp": 8,
            "Feedback Widget": 9,
            "Outbound Email": 10,
            "Ecommerce": 11,
            "Bot": 12,
            "Whatsapp": 13
        }
    },

We are looking for one that is going to be “SMS” but it does not show, is there a different request we need to make in order to get the custom sources?

#3

Hi Jonathan,

From the docs, I don’t see source is part of the payload for GET /api/v2/ticket_fields. But, I see that any custom fields are returned with cf_ prefixed to the field’s name.

The other thing to look for is the type field. You should be able to fetch tickets by field type using GET /api/v2/ticket_fields?type={{type_name}}, e.g., GET /api/v2/ticket_fields?type=custom_source.

Let me know if that helps. Otherwise, we will forward this query to the Freshdesk API team.

Thanks!

#4

Hi @kaustavdm, thank you for the reply. I have not had any luck figuring this issue out yet. I have already tried that request, here is the request https://{{domain}}.freshdesk.com/api/v2/ticket_fields?type=custom_source with the response:

{
    "description": "Validation failed",
    "errors": [
        {
            "field": "type",
            "message": "It should be one of these values: 'default_subject, default_requester, default_ticket_type, default_status, default_priority, default_group, default_agent, default_internal_group, default_internal_agent, default_source, default_description, default_product, default_company, custom_text, custom_paragraph, custom_checkbox, custom_number, custom_date, custom_decimal, custom_dropdown, lookup, nested_field, encrypted_text, custom_date_time, custom_file, secure_text'",
            "code": "invalid_value"
        }
    ]
}

custom_source is not listed in expected values. I tried most of the type values to test different results but i have not been able to find anything that returns me the custom sources.

Thank you for your time

#5

Thanks for the update, Jonathan. Let me bring this up with the Freshdesk team.