onTicketUpdate & Custom Fields


I’m trying to figure out “onTicketUpdate” it reacts as it should. I read that custom fields would not trigger this event. That is OK for now, but I cannot retrieve the information inside a custom field.

exports = {
  events: [
    { event: "onTicketUpdate", callback: "onTicketUpdateCallback" }
  onTicketUpdateCallback: function(payload) {
    var ticket_id = payload.data.ticket.id;
    var ticket_cf_casetypecode = payload.data.ticket.custom_fields.cf_casetypecode;

The var “ticket_cf_casetypecode” shows up as undefined. I’m guessing my sentence is the wrong but can not figure out where I am going wrong.



Hi @Octopus,

You may have to make an additional API call to Freshdesk Tickets API to make an additional API call and get the information that is part of custom fields.

We are actively seeking feedback from developers on similar cases like this. Please upvote it on the forum, it will help us get attention from the app platform team.


Hi @Octopus

I believe you are missing the account id suffix that the :freshdesk: event payloads contain. Could you perhaps log the entire payload once to get an idea of the custom field structure?

Hopefully that should be the case.