Forums/Community/Zendesk API

Answered

Feature request: Retrieve tickets based on numerical custom field

Matt Roybal
asked this on January 27, 2012 08:31

Hello,

I am using the API with asp.net c#, and am able to retreive tickets based on ticket ID's, tickets that are in views, and tickets for certain e-mails. I am needing to retreive tickets based on a custom field that represents an ID number. So far I am having to retreive everything, then sort through after the fact for the custom field ID. It just seems like I am missing something, is there a way to do what I want? Even with modifying some of the code to make it work? Any help is greatly appreciated, thanks!

-Matt

 

Comments

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Chirag Desai

Hey Matt,

Did you ever figure this out? I actually had a word with Zendesk Support and it seems there are some limitations to this. The best work around we've been able to do is to do a search for the word itself (but this is a bit ambiguous because it will add any mention of the word, not just in the field) or use the dropdown field, which then also becomes a tag (which is better for searching).

Let me know if you've had better luck!

April 18, 2012 15:05
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Steven Yan
Product Manager

We currently do not allow for ticket lookup by custom field value, unless you're using a tag-backed field as Chirag has mentioned.  For now this is a feature request.

April 26, 2012 22:43
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Matt Roybal
AtLast Fulfillment

Just checking back on this subject, has there been any new implementations reguarding this? We could really use this feature now, as the hack we have been using is having limitations. Thanks again!

July 09, 2012 07:16
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DeVaris Brown
Zendesk
Check Answer

Have you tried using the external_id field? 

December 04, 2012 01:48
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Richard O.

Is there any update on this?

 

Our organisation has been using a custom field to store the contact phone number of the user in the ticket, and it seems like we currently still cannot use the API to search this custom field for a specific phone number. So apparently having the data structured in the ticket is working against us? Or am I missing something here and is there a workaround available for this issue?

June 22, 2013 02:26
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Padraig McTiernan

Maybe a customization to scan the new tickets and take the phone number and store in a custom field against the user.

January 21, 2014 04:15