Time Entries

The time tracking feature in Freshdesk lets you track the time spent by each agent on resolving tickets and thereby enables you to gain visibility on the help desk’s overall performance. Freshdesk lets agents track the time they spend on a ticket with automatic start and stop timers. Agents can also manually log the time they have spent, and detail their activities during this period by adding comments to the time entries.

The Time Entries pipeline can be used to request and retrieve details of the time entries in your help desk. Read more about this here

Configuring the Credentials

Select the account credentials which has access to relevant Freshdesk data from the dropdown menu & Click Next

Credentials not listed in dropdown ?

Click on + Add New for adding new credentials

Data Pipelines Details

Data Pipeline

Select Time Entries from the dropdown

freshdesk time entries list

Setting Parameters

Parameter Description Values

Delete or Append

Required

This refers to the manner in which data will get updated in the data warehouse, with 'Delete' selected, the data will be upserted (only new records or records with changes) and with 'Append' selected, all data fetched will be inserted. Recommended to use "Delete" option unless there is a specific requirement.

{Delete, Append}

Default Value: Delete

freshdesk time entries config

Datapipeline Scheduling

Scheduling specifies the frequency with which data will get updated in the data warehouse. You can choose between Manual Run, Normal Scheduling or Advance Scheduling.

Manual Run

If scheduling is not required, you can use the toggle to run the pipeline manually.

Normal Scheduling

Use the dropdown to select an interval-based hourly, monthly, weekly, or daily frequency.

Advance Scheduling

Set schedules fine-grained at the level of Months, Days, Hours, and Minutes.

Detailed explanation on scheduling of pipelines can be found here

Dataset & Name

Dataset Name

Key in the Dataset Name(also serves as the table name in your data warehouse).Keep in mind, that the name should be unique across the account and the data source. Special characters (except underscore _) and blank spaces are not allowed. It is best to follow a consistent naming scheme for future search to locate the tables.

Dataset Description

Enter a short description (optional) describing the dataset being fetched by this particular pipeline.

Notifications

Choose the events for which you’d like to be notified: whether "ERROR ONLY" or "ERROR AND SUCCESS".

Once you have finished click on Finish to save it. Read more about naming and saving your pipelines including the option to save them as templates here

Still have Questions?

We’ll be happy to help you with any questions you might have! Send us an email at info@datachannel.co.

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