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Good day,

 

How accurate it the data extracted with the API corresponding to the analytics provided on FreshDesk?

 

I am currently using the FreshDesk to schedule API to extract ticket data and being able to perform comparison analytics to historical data. I am getting very similar results to some of the FreshDesk reporting stats however not everything is matching.

 

I have also noticed when extracting the underlying data on a FreshDesk report it includes duplicates of tickets that may also be throwing off the accuracy when comparing to the APi - which extracts one row of data per Ticket ID.

 

Is there any way to see the definitions behind ticket counting?

e.g resolved tickets I would assume are using the resolved date - how will this be defined for created tickets, assign tickets etc.

 

I would like to create a smooth pipeline from API pulled into Python and translated into a SQL table that can be extracted into an Excel report. However, I have no way to confirm the accuracy of the data while there are discrepancies between my report and the FreshDesk report.

 

Any suggestions or help is welcome and thank you for your time.

 

Hi @13termey,

Greetings from Freshworks Community!

With regard to your concerns,
1. It takes 30 minutes for the Freshdesk data to be synced to Analytics. In simple terms, Analytics refresh time is 30 minutes.
2. Multiple instances cause ticket IDs to be recorded multiple times. Let’s say, In the "Resolved tickets metric," if a ticket is resolved three times at different time periods, it will only appear once on the report. However, in the underlying data, the ticket ID will be listed three times, each mapped to a different time period, indicating that it has been resolved three times.This will be the expected behaviour for this use-case.
3. For exporting the data to other platform, you can check out this option, 
https://support.freshdesk.com/en/support/solutions/articles/50000000033-exporting-your-data-in-analytics

Hope this helps.

 

Cheers,
Sneha.

 

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