Freshworks named the only Challenger in 2021 Gartner® Magic Quadrant™ for ITSM tools. Access Report

Start a new topic

Access custom_fields with JS API


I have created a custom field alled "dringid" on my contacts.

It appears when I perform a curl requet : 


curl -u APIKEY:X -X GET 

{"active":false,"address":null,"company_id":null,"view_all_tickets":null,"description":null,"email":"","id":43000011679,"job_title":null,"language":"en","mobile":null,"name":"Matt Rogers","phone":null,"time_zone":"Eastern Time (US & Canada)","twitter_id":null,"custom_fields":{"dringid":"189"},"tags":[],"other_emails":[],"facebook_id":null,"created_at":"2018-05-11T12:47:15Z","updated_at":"2018-05-11T14:19:06Z","other_companies":[],"avatar":null}

 I'd like to use it in my custom app with the JS library.


$(document).ready( function() {
        .then(function(_client) {
          var client = _client;
            function() {
                    .then(function(data) {
                    .catch(function(e) {
                        console.log('Exception - ', e);

 But unfortunately, seems undefined.

How should I access this custom field ?


Hi Jérémie,

Can you please let us know from which page you are trying to access this custom field?

You won't be able to access custom fields of a contact from the tickets detail page. You can access custom fields of a contact only from contacts detail page. 

Please refer the following documentation for further clarity : - Refer to the contacts section under this. - Refer to the contacts section under this.

Please reach out for any help needed.


Vinay Karthikk S


Indeed, I was trying to access a contact custom field from the ticket details page. It works from the contact details page.

So you mean this is not possible at all accessing contact custom fields from a ticket details ? I can access any contact info there, except the custom fields ?



Hi Jérémie,

Yes. Its not possible to access contact custom fields from the ticket details page.

You can go through and refer the attributes table for the list of attributes that can be accessed for contacts from a tickets detail page.


Vinay Karthikk S

OK, so I understand this is not possible to access custom fields from ticket details page.

For my business, this is very necessary to do so. 

Do you think of any other solution / way to achieve this ?


Hi Jérémie,

You can try this using the freshdesk contact API for custom fields as mentioned in this document . You will need to use request API to implement this. You can refer usage of request API here :


Vinay Karthikk S

Login or Signup to post a comment