Wrong description text in Freshdesk custom App

[akash]

Hi team,

We have our app known as “MOBtexting for Freshdesk” already available in the App store.

The integration is done for receiving SMS updates with the variable fields like-

{id}

{subject}

{description_text}

{status}

{priority}

While testing the integration, we found that the ticket {description_text} is providing HTML values instead of plain text.

We are using Automations/webhook for sending SMS.

The field {{ticket.description}} is coming as html opposed to text.

for example:

test becomes

test
description

Another Sample-

Expected SMS-
Dear Partner, Status of your raised query with ticket ID 109426 is now Closed with
remark by our team as Details of the call: Time: 2021-08-16 10:23:36.853686 00:00 Business Number: 918191929394 Customer: 918305209811 Agent: 919151012242 Not connected Unanswered Call ID: 2de9da70-7ab0-4697-bc2a-a743754913b0

REDMIL

[Santhosh (Santhosh Balusamy)]

Hi @akash,
Good Day!

you will get description as HTML whereas description_text will give you the plain text
Kindly refer to this doc for more reference

eg response:

{
  "cc_emails" : ["user@cc.com"],
  "fwd_emails" : [ ],
  "reply_cc_emails" : ["user@cc.com"],
  "email_config_id" : null,
  "fr_escalated" : false,
  "group_id" : null,
  "priority" : 1,
  "requester_id" : 1,
  "responder_id" : null,
  "source" : 2,
  "spam" : false,
  "status" : 2,
  "subject" : "",
  "company_id" : 1,
  "id" : 20,
  "type" : null,
  "to_emails" : null,
  "product_id" : null,
  "created_at" : "2015-08-24T11:56:51Z",
  "updated_at" : "2015-08-24T11:59:05Z",
  "due_by" : "2015-08-27T11:30:00Z",
  "fr_due_by" : "2015-08-25T11:30:00Z",
  "is_escalated" : false,
  "association_type" : null,
  "description_text" : "Not given.",
  "description" : "<div>Not given.</div>",
  "custom_fields" : {
    "category" : "Primary"
  },
  "tags" : [ ],
  "attachments" : [ ]
}

Note: description is HTML and description_text is Plain text

Hope it helps

Thanks,