How can I calculate Agent and customer interactions as freshdesk Api does not have these fields?

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When I call freshdesk Api using Tickets , I dont get Agent and Customer Interactions fields but it is available in the report which is downloadable…,

this is the url i use
“https://{domain}/api/v2/tickets?updated_since={updated_since}&include=stats&per_page=100&page={page}”

is there a way to calculate agent and customer interaction counts (maybe using conversations)?

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Hey @Gautham_Krishna_Das

in theory you could use ?include=conversations, but only on a per ticket level.
So it would cost a lot of API calls.

There may be an option to go with data exports via API in the Analytics module.
There you can choose “Agent reply count” and “Requester reply count”.
But it needs you to read a CSV file and not a JSON. And not all tickets are in Analytics exports (e.g. deleted are missing, merged are missing).

hth
Tom

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Thank you for the reply,
What I really need is the full report through api…, for automation…,Using analytics will only grant me 70 fields…,so iam leaning towards using ?include=conversations
but How can i calculate the agent interactions and customer interactions from the conversation data?