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Connector Improvement: Freshdesk - Implement Ticket Activities Endpoint

Not planned
Jack User

Freshdesk has an endpoint for retrieving ticket activity history which is reported in this article but is not mentioned in their main API documentation.

Upon importing the data from Freshdesk's 'Activities Feed', it could be utilised to analyze other issues such as 'cost per ticket'.

Activities could be stored in a separate table called 'Ticket Activities' and could be joined to a ticket on "activities_data":"ticket_id".

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Comments

6 comments

Date Votes
  • Official comment
    Ray User
    • Edited

    Hi Jack,

    Thanks for writing in. I took a look at the article and the API documentation and wasn't able to find 

    /api/v2/export/ticket_activities

    in the API docs either. However, upon exploring the example response shown in the article, it looks like this same data is available, normalized by object type, in respective tables in the existing Freshdesk ERD. If there is some data available in this export API that isn't already available in the schema we provide, we'll be able to explore making a change. Please do let us know if you are able to find that to be the case! Otherwise, we'd prefer to consider this more of a modeling issue to be addressed at the destination, after sync. Check out our Shared Responsibility Model for a little more background on this stance!

    All the best,

    Ray Harris

    Product Manager, Sales & Customer Success Analytics
  • Sean User

    @...

    Snapcommerce requested the same feature. I shared your response below and they have additional questions:

    • Since this export contains all of the events associated with tickets, how would I approximate this using the existing ERD?
    • Would the best practice be to snapshot the freshdesk tickets table right after ingestion in order to capture state changes?
    • Secondly, the ticket activities export supports automations. Are there any immediate plans to add automations syncing Fivetran? I didn’t see it in the ERD

    They're also curious if these endpoints are going to be supported by Fivetran as well:

    https://developers.freshcaller.com/api/
    https://developers.freshchat.com/api/


  • Ray User

    Hi @...,

    Thanks for forwarding these requests. Per my earlier message, it would be a great help if any missing data could be specifically called out! So in the activities export, is there more than discussion comments, emails, ratings, etc (what is already available in the ERD)? If something is missing, please call it out and we'll look into how we can best support it.

    As for the automations and new endpoints. Those requests would be considered separately. We don't have them on our roadmap, but will be glad to continue to monitor for demand and move them up our backlog as appropriate!

    All the best,

    Ray

     

  • Jonathan Talmi User

    Hi Ray, we use the “freshdesk activities” endpoint to track state transitions for individual ticket. For example, for ticket = 559958, the current status in both Fivetran + Stitch data is resolved, i.e. status = 4.
    With the ticket activities data, we get access to the full history of state transitions for this ticket, which allows to see when the ticket was opened, pending, finally resolved. See here:
    As far as I can tell, there is no way to use Fivetran data to track the historical state transitions for a ticket. Thus, the ticket activities data is critical for us to see how fast our agents are moving tickets from opened -> pending -> resolved/closed etc., which we use to make agent staffing decisions.

    Now, we could approximate this by snapshotting our freshdesk data every time there’s a sync, using dbt for example, but this is unreliable since there are often multiple state transitions per ticket within a few minutes/hours.

    In the past, Fivetran has supported endpoints like braintree.dispute_status_history, which has event-style state transition data and has been very helpful.

  • Jonathan Talmi User

    Also, would you be able to let us know about support for these sources?

    https://developers.freshcaller.com/api/
    https://developers.freshchat.com/api/

  • Oren Noy User

    Do you plan to support this feature soon?