What about an API access to the counts of tickets in views? This would really be a great feature to display in KPI dashboards.
This was an unofficial request by me half a year ago. And: the guys implemented it though I only sent some emails.
And this is how they've done it:
But this count is not possible on Custom Views, but only default views.
Supported views : all, open, overdue, due_today, on_hold, new, new_and_my_open, my_groups_open, my_overdue
BTW, this is not a real-time count, there will be a delay of 5 Mins and this API call will have same 1000 API per hour limit
eg: using curl:
curl -u email:password -X GET http://yourdomain.freshdesk.com/helpdesk/tickets/summary.xml?view_name=all
Also Ruby samples can be found:
If you want to try it using a simple php page, just use this simple code (and skip all this xml stuff, curl does it for you):
$curl = curl_init('http://yourdomain.freshdesk.com/helpdesk/tickets/summary.xml?view_name=open');
curl_setopt($curl, CURLOPT_FAILONERROR, true);
curl_setopt($curl, CURLOPT_FOLLOWLOCATION, true);
curl_setopt($curl, CURLOPT_RETURNTRANSFER, true);
curl_setopt($curl, CURLOPT_USERPWD, 'yourusername:yourpassword');
curl_setopt($curl, CURLOPT_SSL_VERIFYHOST, false);
curl_setopt($curl, CURLOPT_SSL_VERIFYPEER, false);
$result = curl_exec($curl);
echo "<h1> Open tickets: ".$result."</h1>";
Great, hm?! ;)