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Connector Improvement: Freshservice custom fields

Eugenio Cocchi User

Hi Team,

It would be very useful to have custom Service request fields synced to the destination, i.e. retrieving data from the API call

GET domainname/api/v2/tickets/[id]/requested_items

Now whenever we use a custom form in Freshervice, the description in the destination is empty, while it shouldn't be. The reason is that the actual description is contained in requested_items, which are not being synced at the moment.

Would be awesome if you could consider adding this functionality.

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Comments

4 comments

Date Votes
  • Official comment
    Erin Fivetranner

    Hi Eugenio - 

    Thanks for submitting this request. I want to make sure I understand the request correctly, are the fields in `requested_items` the custom fields, or is just the actual description the custom field? Are all the fields from the custom form in requested_items? 

    Also, you be able to share a bit about your use case for this data? What are looking to analyze? 

    Thanks,

    Erin

  • Eugenio Cocchi User

    Hi Erin,

    are the fields in `requested_items` the custom fields, or is just the actual description the custom field? Are all the fields from the custom form in requested_items? 

    Yes correct all the fields of the custom form are in requested_items. 

    Also, you be able to share a bit about your use case for this data? What are looking to analyze? 

    The main use case is to be able to break down the ticket volume by the type of request and priority (which are both custom fields in the form). We could also parse the description (also a custom field) to get more insights on the themes / keywords related to the support requests.

    Best,

    Eugenio

  • Erin Fivetranner

    Hi Eugenio - 

    Can you help me understand what is different about `REQUESTED_ITEMS` from a ticket versus the `TICKET_ITEM` table we already support. Is the only difference that the description exists in the former? 

    Thanks,

    Erin

  • Eugenio Cocchi User

    Hi Erin,

    • Can you help me understand what is different about `REQUESTED_ITEMS` from a ticket versus the `TICKET_ITEM` table we already support. Is the only difference that the description exists in the former? 

    We are interested in the content of all the custom fields (description is one of them, but not the only one), and I cannot see any of them in the `TICKET_ITEM` table.

    Many thanks,

    Eugenio

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