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Connector Improvement: Freshservice ticket stats: closed_at, resolved_at and first_responded_at time

Eugenio Cocchi User

At the moment, there is no way to know whether a Freshservice ticket has been closed/resolved by the due date or not, because we are missing important information such as closed_at, resolved_at and first_responded_at time.

It seems that it should be easy to extract this information via API by specifying include = stats (see here and here), i.e. using the endpoint

/api/v2/tickets/[id]?include=stats


It would be great if those fields could be added to the Freshservice connector.

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Comments

6 comments

Date Votes
  • Official comment
    Erin Fivetranner

    Hi Eugenio - 

    Thanks for submitting this feature request. I think this is a worthwhile addition to the connector. I would be curious to know a bit more about your use case and what you are you using these fields to analyze. 

    I'll add this to our backlog and continue to monitor for demand. 

    Best,

    Erin

  • Eugenio Cocchi User

    Hey Erin,

    Thank you for your reply. 

    The use case is about being able to monitor key metrics for Customer Success, such as average/median time to respond to a ticket, average/median time to resolve a ticket, etc.

    This is fundamental to gather insights on operational performance and workload, as at the moment we are only able to measure volumes, and we don't have any information about how long it takes to deal with the different tickets.

    Many thanks,

    Eugenio

  • Nick Luebbering User
    • Edited

    Stopping by to upvote this as well. Unfortunately, we are resorting to a custom connector in another third-party platform to gather these specific stats (i.e., closed_at, resolved_at, first_responded_at time, etc.). I am disappointed this is not presently accessible via the Freshservice connector here.

  • Mark Lynch User

    Having these field is crucial to us being able to measure the efficacy of our support processes.

  • Vijay Mani User

    Is there an update on the feature request? It makes logical sense to pull in the closed_at, resolved_at, and first_reponded_at time stamps. Otherwise all you have is the created date and the last updated date (which could be anything).

  • Matthew Langley User

    The lack of this data makes the Freshservice connector a no go for us, very disappointed. The data is required for running performance reporting on for our support team.