Counting agents interactions per ticket, grouping by ticket and each agent

[alfredo.m.alberto (Alfredo da Mata Alberto)]

Hi, I’m trying to count agents interactions per ticket, counting by each agent, is it possible to do that?

The goal is to identify tickets which had conversations with agents from level 2 and 3 without a proper reasign.

Any ideas?

Thanks.

[rasimm (Rob Simmers)]

The ticket activities can be retrieved:

Service Desk API for Developers | Freshservice

Unfortunately, that is retrieved by ticket ID, so if you are trying to get it for multiple tickets, a standard GET is required and then a loop to get activities for each ticket. Once you have the data, it can be grouped on Actor to tie it to Agent levels.

[alfredo.m.alberto (Alfredo da Mata Alberto)]

Thanks Rob for your attention!