Inconsistent updated_at field value

adam.sarok · March 16, 2026, 9:53am

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.

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?

Himanshu_Sharma · March 17, 2026, 9:17am

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

Lam_Tran_Van_Ba · May 22, 2026, 2:37pm

Hey @Himanshu_Sharma — jumping in here. I’m a developer at Unito (we build bi-directional syncs between Freshservice and tools like Azure DevOps, Jira, HubSpot, etc.). We rely heavily on updated_at and the updated_since filter on the listing endpoints to detect what changed and propagate it to the other side of a sync.

The inconsistency Adam reported back in March is now hitting us in production and causing real, customer-visible issues. We’re putting mitigations in place on our side, but a fix on the Freshservice end is the one that actually closes the loop for the customers depending on us.

Could you share an update on where the internal review landed since March? Even a rough ETA would help us a lot when communicating with the affected customers.

Thanks,

Lâm