Inconsistent updated_at field value

Product
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1

We are using “updated_at” field and “updated_since” filter to query updated/created resources.

However this field is not always updated, whenever we add/update a child resource.

Examples:

Tickets: adding a Conversation does update Ticket.Updated_at, but adding a Task does not update the field
Changes: adding Notes or Task to a Change does not update Change.Updated_at
Problems: adding Notes or Task does update Problem.Updated_at field

See attached screenshot - new Tasks were added to the Change, but rest api still shows 02.27. as updated_ad date.

freshworks
freshworks2753×1388 310 KB

Is this a known issue? Is there a way to reliably query tickets/changes/problems which have any child resource changes via the REST API?

2

Hi @adam.sarok

Welcome to the community!

Thank you for flagging this. I have shared your observation with our internal team for review.

In the meantime, here are a few recommended workarounds:

  • Webhooks: Use “Task Created/Updated” events to track changes in real-time.

  • Specific Queries: Poll the tasks or conversations endpoints directly using the updated_since filter on those child resources.

I will update this thread as soon as I have more information from the team.

Regards,

Himanshu