If you have a ticket form with custom fields in them, you can create or update tickets with value for those custom fields - entirely via APIs. Say, you want to update value for the custom field which goes by the label Gadget in your ticket form, then follow the steps below. Replace API_KEY and domain.freshdesk.com wherever it occurs with your API key and domain URL respectively.
Step 1: Get the name of the Custom Field
To get the name of the custom field Gadget, use the following API call. This API will list all the ticket fields - both default (like status, requester email, priority, etc.) and custom.
Request URI: https://domain.freshdesk.com/api/v2/ticket_fields
Request Method: GET
Sample Code:
curl -u API_KEY:X -X GET https://domain.freshdesk.com/api/v2/ticket_fields
Sample Response:
You can filter out the ticket field which has label tag as Gadget. In the above example, the name of our custom field is gadget.
[
{
"id": 13,
"default": false,
"description": "",
"label": "gadget",
"name": "gadget",
"position": 1,
"required_for_closure": false,
"type": "custom_text",
"required_for_agents": false,
"required_for_customers": false,
"label_for_customers": "gadget",
"customers_can_edit": true,
"displayed_to_customers": true,
"created_at": "2016-02-05T13:35:39Z",
"updated_at": "2016-02-05T13:35:39Z"
},
{
"id": 1,
"default": true,
"description": "Ticket requester",
"label": "Search a requester",
"name": "requester",
"position": 4,
"required_for_closure": false,
"portal_cc": false,
"portal_cc_to": "company",
"type": "default_requester",
"required_for_agents": true,
"required_for_customers": true,
"label_for_customers": "Requester",
"customers_can_edit": true,
"displayed_to_customers": true,
"created_at": "2016-01-04T09:19:43Z",
"updated_at": "2016-02-05T13:35:40Z"
},
{
"id": 2,
"default": true,
"description": "Ticket subject",
"label": "Subject",
"name": "subject",
"position": 5,
"required_for_closure": false,
"type": "default_subject",
"required_for_agents": true,
"required_for_customers": true,
"label_for_customers": "Subject",
"customers_can_edit": true,
"displayed_to_customers": true,
"created_at": "2016-01-04T09:19:43Z",
"updated_at": "2016-02-05T13:35:40Z"
},
]
Step 2: Create tickets with custom fields
Request uri: https://domain.freshdesk.com/api/v2/tickets
Request Method: POST
Sample Code:
curl -u API_KEY:X -H "Content-Type: application/json" -X POST -d '{ "description": "Details about the issue...", "subject": "Support Needed...", "email": "[email protected]", "priority": 1, "status": 2, "cc_emails": ["[email protected]","[email protected]"], "custom_fields" : { "gadget": "Cold Welder"} }' 'https://domain.freshdesk.com/api/v2/tickets'
Sample Response:
{
"cc_emails":[
"[email protected]",
"[email protected]"
],
"fwd_emails":[ ],
"reply_cc_emails":[ ],
"description":"Details about the issue...",
"description_html":"Details about the issue\u2026",
"fr_escalated":false,
"spam":false,
"email_config_id":null,
"group_id":null,
"priority":1,
"requester_id":119,
"responder_id":null,
"source":2,
"status":2,
"subject":"Support Needed...",
"custom_fields":{
"gadget":"Cold Welder"
},
"to_emails":null,
"product_id":null,
"id":8,
"type":null,
"created_at":"2016-02-05T13:44:35Z",
"updated_at":"2016-02-05T13:44:35Z",
"due_by":"2016-02-10T11:30:00Z",
"fr_due_by":"2016-02-08T11:30:00Z",
"is_escalated":false,
"tags":[ ],
"attachments":[ ]
}
STEP 3: Update ticket with custom fields
Request uri: https://domain.freshdesk.com/api/v2/tickets/[id]
Request Method: PUT
Sample Code:
curl -u API_KEY:X -H "Content-Type: application/json" -X PUT -d '{ "subject": "Support Required", "priority": 2, "custom_fields" : { "gadget": "Plasma Cutter"} } 'https://domain.freshdesk.com/api/v2/tickets/8
Sample Response:
{
"cc_emails":[
"[email protected]",
"[email protected]"
],
"fwd_emails":[ ],
"reply_cc_emails":[ ],
"description":"Details about the issue...",
"description_html":"Details about the issue\u2026",
"fr_escalated":false,
"spam":false,
"email_config_id":null,
"group_id":null,
"priority":2,
"requester_id":119,
"responder_id":null,
"source":2,
"status":2,
"subject":"Support Required",
"custom_fields":{
"gadget":"Plasma Cutter"
},
"to_emails":null,
"product_id":null,
"id":8,
"type":null,
"created_at":"2016-02-05T13:44:35Z",
"updated_at":"2016-02-05T13:44:35Z",
"due_by":"2016-02-10T11:30:00Z",
"fr_due_by":"2016-02-08T11:30:00Z",
"is_escalated":false,
"tags":[ ],
"attachments":[ ]
}NOTE 1: (This applies only for ticket custom_fields and not for contact/company custom_fields)
Names of custom fields are derived from the labels given to them during creation. If you create a custom field with the label 'test', then the name of the custom_field will be 'cf_test'. All custom fields will have 'cf_' prepended to its name.
NOTE 2: All API calls are dependent on the Name of the custom field and not its Label.