API for getting Change Activities

Hello @rce_wa,

The ticket activities export feature in Freshdesk gives you complete access to key information in your account. This is done by capturing ticket activities automatically when actions are performed in your helpdesk. To note, you can receive the export via API, as per your requirements. Please refer to this article to get detailed insights on the same.

Cheers,

Freshworks Community Team

Thanks for the reply @hemanth.ramya.  Unfortunately, there is already an export setup and after talking with support it doesn’t look like this is currently available. 

We do not support a specific API call request for ticket change activiites yet, @rce_wa. 

It would be of great help if you could elaborate more on your business requirements with this feature for better understanding! :)

Cheers,

Freshworks Community Team

Sure thing @hemanth.ramya.  In order to improve and gain insights into how our user base uses Fresh Service our group is very interested to see the history of updates to certain fields.  The only way to see this history has been to use the activities view to see the updates. 

Using an example from what we do with incidents and service requests, we watch the Assigned Team closely, so for reach ticket we pull the activities for that ticket and search for “Set Group As”.  We then build a history to say that Ticket 123 was originally assigned to Team A but was then transferred to Team B and we can identify who made the transfer.  This data can show opportunities for training and adjustments to ticket workflows to ensure proper assignment of tickets.

For changes we’re interested in any changes to the Planned Start and End dates, impact and risk, as well as group updates. 

Thanks for sharing your insights in detail, @rce_wa.

This surely is an interesting ask, we are happy to explore the possibilities of this feature and in case of any enhancements, we will keep you posted in our community.

Cheers,