We are developing a Power BI report for Teamleader.
The customer uses Teamleader as a ticketing system. In the report, we need the creator of a ticke: that is the person who sent the ticket to the system via email.
However, some tickets are created manually, meaning they don’t have an incoming email address.
Alternatively, a custom field in the Tickets V2 Tickets table would be an option, where we could enter the name of the ticket creator or the affected user. But I’ve read that custom fields aren’t supported in the Tickets.V2.Tickets table via the API.
There are also TicketMessages, which contain the creator’s name, but according to the documentation, querying TicketMessages can lead to problems with too many API calls.
TicketMessages is slow, since it consumes 1 API call per ticket for which messages are retrieved.
As an alternative, you might want to study using Invantive UniversalSQL to retrieve the creator from the message for all new tickets (which is a small daily set) and then update the ticket accordingly to include that creator.
Custom Fields on Tickets
As far as known, the Tickets has yet the custom fields not retrieved in a performant way. When added by Teamleader, they will become available automatically as described in:
The custom field values can be retrieved at the cost of 1 API-call per ticket using V2Flat.TicketsAll.