Create, update, delete, and query from tickets table
Table Specific Information
The driver will use the Freshdesk API to process WHERE clause conditions built with the following columns and operators. Most of the columns support server side filtering with the following operators: =,>,<,<=,>=,AND,OR. The rest of the filter is executed client side within the driver.
For example, the following query is processed server side:
SELECT * FROM Tickets WHERE Status = 2 AND (Priority = 1 OR Type = 'Other')
The API allows only a subset of columns to be used as filter criteria in the WHERE clause. The following columns can be used:
Email, Subject, Description, GroupId, Status and Priority are mandatory columns for Inserting/Creating a new ticket.
Every ticket uses fixed numerical values to denote its Status and Priority. Numerical values are given as:
- Open = 2
- Pending = 3
- Resolved = 4
- Closed = 5
- Low = 1
- Medium = 2
- High = 3
- Urgent = 4
A new ticket can be inserted as following:
INSERT INTO Tickets (Description, Subject, Email, GroupId, Status, Priority) VALUES ('Details about the issue...', 'New support needed...', 'firstname.lastname@example.org', 12345, 3, 2)
Following is an example to update a ticket:
UPDATE Tickets SET Priority = 1 WHERE Id = 100
Following is an example to delete a ticket:
DELETE FROM Tickets WHERE Id = 100
Unique ID of the ticket.
Association type of the ticket.
Whether or not the ticket has been archived.
Email address added in cc field.
ID of the company to which ticket belongs.
Ticket creation timestamp.
Key value pairs containing the names and values of custom fields
Whether or not the ticket has been deleted.
HTML content of the ticket.
Text content of the ticket.
Timestamp that denotes when the ticket is due to be resolved.
Email address of the requester.
ID of the email config used for the ticket.
Facebook ID of the requester.
Time when first response is due.
If ticket has been escalated as result of response.
Email address while forwarding a ticket.
Group ID to which the ticket has been assigned.
If ticket has been escalated for some reason.
Name of the requester.
Phone number of the requester.
Priority of the ticket.
ID of the product associated with the ticket.
Email address added while replying.
ID of the requester of the ticket.
ID of the agent assigned to the ticket.
Channel throught which ticket was created.
If ticket has been marked as spam.
Status of the ticket.
Subject of the ticket.
Tags associated with ticket.
Email address to which ticket was sent.
Category/type of the ticket.
Ticket updated timestamp.
Timestamp for when agent last responded to the ticket
Timestamp for when Customer last responded to the ticket
Timestamp for when agent first responded to the ticket
Timestamp for when status of the ticket was updated
Timestamp for when the ticket was reopened
Timestamp for when the ticket was resolved
Timestamp for when the ticket was closed
Timestamp since the ticket is pending