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

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?


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.

Thanks Rob for your attention!

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