Connector Improvement: Freshservice: additional features for service quality
Completed
A few pieces are missing from the fivetran connector that have been keeping us from fully adopting it for quite a while.
CSAT responses - these are surveys associated with a ticket that are sent out when closed
https://api.freshservice.com/#view_csat_response
Ticket stats - these are additional details on a ticket that can be brought in with the api, in particular, we're looking for the resolved at and first responded times to use with SLA calculations
https://api.freshservice.com/#view_a_ticket
/api/v2/tickets/[id]?include=stats
SLA Policies - these don't change too often, but should indicate the timeframe something should be responded/closed based on the values in the ticket stats.
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Official comment
Hi everyone,
The requested enhancements for the Freshservice connector are now live and generally available. This includes support for CSAT responses, ticket stats (including resolved and first responded times), and SLA Policies.
Documentation and release notes covering these features can be found in the Fivetran documentation. Please refer to these resources for details on configuration and expected behavior.
Thank you for your feedback and patience as we implemented these improvements.
Thanks,
Frank -
Hi Kelvin,
We're revisiting older feature requests as part of our roadmap planning and noticed your request for additional features in the Freshservice connector. Could you let us know if these enhancements are still valuable to you, or if your needs have evolved since you first reached out? Your feedback is crucial in helping us prioritize and align with user requirements.
Best,
Sandeep
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