Ticket URL in Response Tickets API

[Saif (Saif Ali Shaik)]

I am building an app that observes onTicketCreate and onConversationCreate events in Freshservice and pushes the data to 3rd party system. However, I also want to record the URL of the ticket to allow the user using 3rd party system to open the ticket page directly.

I can construct the URL myself based on the details we currently have, but what if URL changes tomorrow? This hack may fail and cause bad experience

[yusrakhatri]

URL can change on which conditions?

[Saif (Saif Ali Shaik)]

For example, today it’s https://subdomain.freshworks.com/helpdesk/tickets/348#requested_items but what if it changes to https://subdomain.freshworks.com/helpdesk/tickets/348?extras=requested_items

[cheld (Chregu)]

in onTicketCreateHandler: function (args) you get the data of the ticket in the args structure.

Can’t you use args[‘domain’] ?

from the example:
{
data: {
ticket: {
subject: ‘Support Needed…’,
},
requester: {
created_at: ‘2016-12-12T09:37:47Z’
},
actor: { id: 2356, name: ‘Minerva’, email: ‘minerva@freshdesk.com’ }
},
timestamp: 1496400354326,
account_id: ‘13’,
domain: ‘sample.freshdesk.com’,
event: ‘onTicketUpdate’,
region: ‘US’,
iparams: {}
}