Add created_by field to ticket export and Core API for reporting
started a topic
about 1 year ago
The created by field is available in the system--you can see it listed on each ticket near the top of the screen--but it's not a reportable field in the ticket export or in the Core API.
We are wanting to track the number of calls logged by an agent to see if it matches the volume of calls from our phone system. The only available field in the sytem is Agent, but this is not helpful because Agent is the currently assigned agent, and not the agent that created the ticket.
You are right in mentioning that the agent to whom the ticket is assigned to need not essentially be the one who created the same ticket via +New-->Ticket option.
You could make use of our daily ticket activities export, this should help you with an API link and this when used on a BI tool, would render a JSON file comprising all the activities that took place on all tickets the previous day including actions such execution of automation rules.
It is in this data where the creation of the ticket would also be a part of and checking the 'performer_id' or 'user_id' against this ticket creation activity should render the ID of the agent whose name is added against Created by.
Write to us at firstname.lastname@example.org and our support stars are happy to clarify any questions you might have on this, anytime.
Comments to this discussion are now closed!
Sign up for Freshdesk today
Start your 21-day free trial. No credit card required. No strings attached.