Hi all,
I’m new to freshdesk APIs and sorry if my question doesn’t make any sense.
I’m working on powerBI with freshdesk API to do some analysis. I’m in need of Tickets and Time_Entries data which I requested through the API endpoins.
I have noticed some of the tickets are not found as entries in “time_entries” data.
for instance, take a ticket with id “6364” in “tickets” data and when I match that ticket to the time entries under “ticket_id” column I couldn’t find a entry for some tickets.
Initially I thought if there is no responder then no time entries will be found. But I saw some tickets with no responder in time entries.
Am I missing something here? Any help is appreciated. Thanks for the time.
Regards
Fazil M
Solved
Tickets not found in TimeEntries
Best answer by Naila
It sounds like you are pulling data from Freshdesk’s API and analyzing it in PowerBI, specifically looking at the relationship between tickets and time entries. The issue you're encountering, where some tickets (like ticket ID “6364”) don’t appear in the time entries data, can be explained by several factors:
1. Not All Tickets Have Time Entries: Time entries in Freshdesk are not automatically created for every ticket. They are only added if someone logs time against that ticket. If no one manually records their work or the system doesn’t automatically log it, there won't be a corresponding entry in the `time_entries` data.
2. Manual Time Logging: Even if a ticket has a responder, time must be manually logged. If the responder didn’t record their time, there will be no entry in the time entries data. This explains why you might see tickets without a responder but still find them in `time_entries` (someone logged time) and other tickets with a responder but no time entry.
3. Automations or Workflows: Some companies use Freshdesk’s automation or workflows to log time automatically. If this isn’t set up or used consistently across all tickets, some tickets might not have time entries despite having responders.
4. Multiple Channels: Depending on how your Freshdesk instance is set up, tickets from different channels (email, chat, etc.) may not always have time entries, especially if they’re handled quickly or closed without detailed time tracking.
5. Filters or API Data Issues: Ensure that your API query isn’t missing some records due to filters or pagination. Sometimes, if you’re fetching data in batches, a set of tickets or time entries might not be included in your dataset.
It’s also a good idea to check Freshdesk settings or internal practices regarding time tracking to confirm if logging time against tickets is mandatory or if it’s subject to specific conditions.
If you need more granular insights into why specific tickets are missing time entries, you may want to cross-check internal policies or check Freshdesk’s automation settings for time tracking.
It sounds like you are pulling data from Freshdesk’s API and analyzing it in PowerBI, specifically looking at the relationship between tickets and time entries. The issue you're encountering, where some tickets (like ticket ID “6364”) don’t appear in the time entries data, can be explained by several factors:
1. Not All Tickets Have Time Entries: Time entries in Freshdesk are not automatically created for every ticket. They are only added if someone logs time against that ticket. If no one manually records their work or the system doesn’t automatically log it, there won't be a corresponding entry in the `time_entries` data.
2. Manual Time Logging: Even if a ticket has a responder, time must be manually logged. If the responder didn’t record their time, there will be no entry in the time entries data. This explains why you might see tickets without a responder but still find them in `time_entries` (someone logged time) and other tickets with a responder but no time entry.
3. Automations or Workflows: Some companies use Freshdesk’s automation or workflows to log time automatically. If this isn’t set up or used consistently across all tickets, some tickets might not have time entries despite having responders.
4. Multiple Channels: Depending on how your Freshdesk instance is set up, tickets from different channels (email, chat, etc.) may not always have time entries, especially if they’re handled quickly or closed without detailed time tracking.
5. Filters or API Data Issues: Ensure that your API query isn’t missing some records due to filters or pagination. Sometimes, if you’re fetching data in batches, a set of tickets or time entries might not be included in your dataset.
It’s also a good idea to check Freshdesk settings or internal practices regarding time tracking to confirm if logging time against tickets is mandatory or if it’s subject to specific conditions.
If you need more granular insights into why specific tickets are missing time entries, you may want to cross-check internal policies or check Freshdesk’s automation settings for time tracking.
Hi
Thanks for your time to reply.
I can understand a bit now. I have one more question, How can I label the data that don’t have entries in “time_entries”
Regards
Fazil M
In Freshdesk, the "time_entries" table records specific time logs or billable/non-billable time spent on a ticket. However, not every ticket will have time entries. Here are some reasons why you might not find a match between a ticket and time entries:
-
No Time Entry Logged: Not all tickets will have time entries. If agents did not log their time for working on a particular ticket, there won’t be a corresponding entry in the time_entries data.
-
Manual Logging: Time entries are logged manually or through automation rules in Freshdesk. If a ticket wasn’t set up to track time or if agents didn’t log it, no time entry would be created, even if they worked on the ticket.
-
Ticket Closure: Some organizations log time only when a ticket is closed or resolved. If the ticket is still open or hasn’t reached that stage, you may not find a time entry yet.
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Time Tracking Policies: Freshdesk administrators can enable or disable time tracking. Depending on your organization's configuration, some tickets may not require time tracking, leading to missing entries in the time_entries table.
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Multiple Responders: In cases where no specific responder is assigned to a ticket, it’s possible that time was tracked by someone else, or multiple people were involved without logging individual entries.
Suggestions:
- Verify if the ticket in question should have time tracked, and check with your Freshdesk admin to confirm if any policies or automations may have affected the logging of time entries.
- Consider using filters to fetch tickets with time entries only if you need to limit your Power BI analysis to tickets with recorded time logs.
Hey
I really appreciate for your effort and time for replying.
I’m somewhat clear about the situation here. Can you suggest me
May I classify the un entered tickets as Missing Entries?
Regards
Fazil M
Reply
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