I’m trying to figure out “onTicketUpdate” it reacts as it should. I read that custom fields would not trigger this event. That is OK for now, but I cannot retrieve the information inside a custom field.
Guessing I need to make an api call to get the rest of the information. The part that I do not like about this, is that this acctually works our of the box using automations in freshdesk gui. Or hopefully Im just missing something.
The Freshdesk API returns a custom fields as the following:
The serverless payload contain the same custom field in this kind of keys:
where cf_serienummer is the custom field name you get from the Freshdesk API and 123456 is the account ID of the specific Freshdesk instance that you have.
My suggestion was to log the complete backend serverless event payload to get an idea about the above mentioned format. There is a structural difference between how Freshdesk API returns the custom fields and how the serverless event payload has those same keys.
I can guarantee that there the necessary custom field data is present in both cases.