Freshdesk Get Tickets by Requester ID with Filters

This function retrieves Freshdesk tickets for a specific requester ID with comprehensive filtering capabilities. The function supports filtering by status, priority, tags, dates, and custom fields, with both inclusion and exclusion options.

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Action Inputs

Required Parameters

Name	Type	Description
domain	Credentials	The Freshdesk subdomain (e.g., if URL is 'company.freshdesk.com', enter 'company')
key	Credentials	Your Freshdesk API key
requester_id	String	The Freshdesk requester ID to fetch tickets for

Optional Parameters

Name	Type	Description
filters	Object	Object containing filter criteria (see Filters section)
return_fields	Array	List of ticket fields to include in the response

Action Outputs

Name	Type	Description
success	Boolean	Whether the request was successful
total	Number	Total number of tickets found
contact	Object	Contact details for the requester
tickets	Array	List of tickets matching the filter criteria

Filter Object Properties

The filter object supports the following properties:

Status Filters

status: Comma-separated list of statuses to include
exclude_status: Comma-separated list of statuses to exclude

Available status values:

Open (2)
Pending (3)
Resolved (4)
Closed (5)
Waiting on Customer (6)
Waiting on Third Party (7)

Priority Filters

priority: Comma-separated list of priorities to include
exclude_priority: Comma-separated list of priorities to exclude

Available priority values:

Low (1)
Medium (2)
High (3)
Urgent (4)

Tag Filters

tags: Comma-separated list of tags to include
exclude_tags: Comma-separated list of tags to exclude

Date Filters

created_after: Include tickets created after this date (YYYY-MM-DD)
created_before: Include tickets created before this date (YYYY-MM-DD)
updated_after: Include tickets updated after this date (YYYY-MM-DD)
updated_before: Include tickets updated before this date (YYYY-MM-DD)

Text Search Filters

subject_contains: Comma-separated list of strings to search for in subject
description_contains: Comma-separated list of strings to search for in description

Custom Field Filters

custom_fields: Object of custom fields to filter by
exclude_custom_fields: Object of custom fields to exclude

ID Exclusion

exclude_id: Single ticket ID or comma-separated list of ticket IDs to exclude

Usage Examples

Basic Usage (No Filters)

const event = {
    domain: "company",
    key: "your_api_key",
    requester_id: "3043074593490"
};

Comprehensive Filter Example

const event = {
    domain: "company",
    key: "your_api_key",
    requester_id: "3043074593490",
    filters: {
        status: "Open,Pending",
        exclude_status: "Closed",
        priority: "High,Urgent",
        exclude_priority: "Low",
        tags: "eBay,UK",
        exclude_tags: "Spam,Duplicate",
        created_after: "2024-01-01",
        created_before: "2024-03-31",
        subject_contains: "Order,Payment",
        description_contains: "refund,tracking",
        custom_fields: {
            cf_channel: "UK",
            cf_product_type: "Books"
        },
        exclude_custom_fields: {
            cf_automated_response: true
        },
        exclude_id: "12500376,12500377"
    },
    return_fields: [
        "id",
        "subject",
        "status",
        "priority",
        "created_at",
        "updated_at",
        "tags",
        "custom_fields",
        "description_text"
    ]
};

Default Return Fields

If no return_fields are specified, the function returns these fields by default:

id
subject
status
priority
created_at
updated_at
tags
custom_fields
description_text

Notes

All text searches (subject_contains, description_contains) are case-insensitive
Date filters should be in YYYY-MM-DD format
Custom field filtering requires exact matches
Tag filtering is case-insensitive
When both inclusion and exclusion filters are provided for the same field type, exclusions are processed first

Updated about 1 month ago