We've been manually exporting data from the front-end and analysing ticket and agent performance based on various time-based data as well as SLA and status data. As the dataset has grown, this process has become impractical.
I've been exploring the API V2 and find that it's quite restrictive in terms of the ticket fields on offer. More specifically, it excludes the following fields from the GET request for all tickets:
- Resolved time
- Closed time
- Resolution status (within SLA or not)
- First response status (within SLA or not)
For us, and most likely many of your clients, these field are essential to our reporting efforts.
I understand that including all fields currently available in the front-end export, in the API response may carry a large performance over-head on your side.However, It would be very useful to be able to specify additional/optional ticket fields to include in the GET request (perhaps you could limit it too a certain number of optional fields).
Looking forward to your response.