Tickets API fields related queries

Product
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1

Hi Team,

  1. Not able to see information related to who created and last updated the ticket in the response provided by Tickets API in freshdesk. Is there any API that provides this information ?

  2. Whether requester_id and responder_id present in the Ticket API response means contact_id and agent_id respectively?

  3. Whether freshdesk agent can have multiple roles and multiple groups ?

Kindly help with the queries

Thanks

2

Hi Haritha,

Good Day!

  1. Not able to see information related to who created and last updated the ticket in the response provided by Tickets API in freshdesk. Is there any API that provides this information?

    You can refer to the documentation here: Create a Ticket. In the parameters, you can find the requester_id and email, which are related to the user who created the ticket. To get the latest updates on the tickets, you can use the Product events (onTicketCreate, onTicketUpdate).

  2. Whether requester_id and responder_id present in the Ticket API response means contact_id and agent_id respectively?

    The requester can be either an agent or a contact, depending on the scenario but the responder will always be an agent.

  3. Whether freshdesk agents have multiple roles and multiple groups?

    Yes, an agent in Freshdesk can have multiple roles and can be assigned to different groups.

3

@Haritha, I hope the answers provided above clarify your question

4

Hi @Anish ,

Yes, it provides answers to the questions.

Thanks a lot

5

Hi @Haritha

I’m happy for that. If your query has been resolved, kindly mark it as a solution so it can be useful to others with the same questions.

6

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