"From_email" address missing using freshdesk api https://domain.freshdesk.com/api/v2/tickets/ticket_id

For all the tickets that are shown on freshdesk, we have a clear “from_email” & “to_email”.
For the inbound tickets, however, Freshdesk API doesn’t output the email who sent it to us. It is completely omitted from the response. So we are missing a set of data.

Why we are focusing on “from_email”? Because within the output returned by the API, the email is the only field that could be used to create a mapping between tickets and our merchants.
Although we have the access to the “to_email”, it makes little sense to the inbound tickets because the “to_email” would always be the one of our colleagues or the company.

So given a specific ticket ID, it there a way to get the from_email address with the freshdesk API?

Hi @wxh1000,

Welcome to the community :raised_hands: Just to confirm once, have you considered embedding requester details?

By default, this information might not be available. Here’s the payload diff. One on the right has requester detail embedded


Thank you @Hem ! You perfectly give me a good answer. I didn’t notice that there is a


option and the email address is included there.

Since the receiver’s email is available in the option “conversation”, it somehow makes the user confused why the sender’s email is lost.

Anyway, thank you very much for your timely help. Really appreciate it!