Connector Improvement: Freshdesk internal_agent_id and internal_group_id on Ticket table
Is it possible to include the fields internal_agent_id and internal_group_id in the Ticket table for the Freshdesk connector. They are both available in the api: https://developers.freshdesk.com/api/#tickets
-
Official comment
Hi Juan,
This sounds like a reasonable request. Is this information different from the responder_id which is already supported?Best,
Ray Harris
Product Manager, Sales & Customer Success Analytics -
Hi Ray,
It is different than the responder_id, tickets can have both a “responder” (a primary agent) and an “internal_agent” (a secondary agent). They are two different agents.
Here is an article that illustrates the two: https://support.freshdesk.com/support/solutions/articles/227635-setting-up-shared-ownership-of-tickets
Here is a screenshot from the API docs differentiating between the two (https://developers.freshdesk.com/api/):
Please sign in to leave a comment.
Comments
2 comments