Freshdesk resolved tickets
Each resolved ticket, except its content. Open, first reply and resolve times. Group, type, priority, tags, reopens and satisfaction score. Never its words, rating comments or who asked.
Access
- Kind
- A read-only key you paste
- What to give
- Freshdesk domain and API key
- Why that one
- An agent's API key. Valistry reads resolved tickets and adds no cost.
What it attributes on its own
- From the source
- tickets resolved per day, at the moment each was resolved; reopens, counted apart so a ticket resolved twice is still one case; when each ticket opened, so the time to resolve is a subtraction; the group it sat in, by name; whether an agent ever replied; its topic: the ticket type; how it came in: email, portal, phone, chat and the rest, as Freshdesk names them; the satisfaction score, happy or not, never the feedback; minutes to the first response, priority, tags and whether it was escalated
- Needs a rule or a trace
- which tickets Freddy handled: Freshdesk does not record it. An AI agent's tag is read where your bot or an automation writes one; elsewhere the cost per assisted ticket is at least the cost per resolved ticket; the workflow, which you tell us; how hard a ticket was
Connecting it
- Allow the API key. Admin → Agents. Click the pencil next to the agent, then Update agent. Open ↗
- Copy the API key. Sign in as that agent. Profile picture → Profile Settings → View API key. Open ↗
Your assistant writes the ticket id into a trace? Ask us, and we join each ticket to its exact cost.