Freshdesk + Orcabase
Which tickets take longest to solve?
Sync Freshdesk through Fivetran and ask which issues take longest, how each group performs and what customers think, in plain words, next to the rest of your business.
- Synced by Fivetran
- Syncs every 6 hours
- No Fivetran account needed
Which ticket types take longest to solve?
Refund requests take longest: 31 hours on average.
- Most of that time is spent waiting for approval.
- Delivery questions are solved in 4 hours.
- Satisfaction drops sharply after 24 hours.
Average hours to solve, by ticket type
How I got this· 4 steps
- Looked at your Freshdesk tickets
- Measured time from opened to solved
- Grouped tickets by type
- Compared satisfaction by solve time
Example answer. Numbers are illustrative.
In plain words
How do I analyze Freshdesk tickets?
Fivetran copies your Freshdesk tickets, contacts, agents and ratings into a database Orcabase hosts for you. You ask in plain words, and the agent answers with the number, a chart and how it got there.
With orders or payments next to it, you can also ask what each type of ticket costs you.
Ask in plain words
What you can ask about your Freshdesk data
The agent answers with the number, a chart and the steps it took. Keep the good answers on a dashboard.
Which ticket types take longest to solve?
How many tickets did each group handle last month?
What’s our first response time, week by week?
Which customers open the most tickets?
How often are solved tickets reopened?
What’s our satisfaction score by agent?
Which channels bring the most tickets?
Show me tickets opened and solved by week.
What comes in
Your Freshdesk data, ready to ask about.
A copy in a database Orcabase hosts for you, with its own folder for each app.
Tickets
Contacts and companies
Agents and groups
Satisfaction ratings
Numbers worth defining
Define them once. Every answer agrees.
Tell Orcabase what each number means, certify it, and your dashboards, the agent and your whole team use the same one. The agent can draft these from your Freshdesk data.
Resolution time
Average time from ticket opened to solved.
First response time
Average time to the first reply.
Satisfaction
Share of ratings that were positive.
Reopen rate
Share of solved tickets that were opened again.
Dashboards to start with
Your Freshdesk numbers at a glance.
Ask the agent to build one of these, or pin charts yourself. Share any dashboard with a link.
Support
4 charts- Tickets opened and solved
- Resolution time by type
- First response time
- Satisfaction
Teams
3 charts- Tickets by group
- Tickets by agent
- Reopen rate
Better together
Ask across Freshdesk and the rest of your business.
The best questions need more than one app. The agent can pull from several sources for one answer.
How to connect
Connect Freshdesk, step by step.
- 1
Find it in Sync data
In Orcabase, go to Sync data → Add source and search for Freshdesk. Pick the database to sync into.
- 2
Connect Freshdesk on Fivetran’s page
Fivetran’s page asks for your Freshdesk address and an API key, which you’ll find in your profile settings.
- 3
Choose what to sync
Back in Orcabase, tick the data you want. Only what you pick is synced, and only it counts toward your allowance.
- 4
Ask away
The first sync starts straight away. When it’s done, ask the agent about your Freshdesk data.
What you’ll need
- A Freshdesk login that can see your API key, and your Freshdesk address.
- The Admin role in Orcabase, and data hosting: Fivetran writes into a database Orcabase hosts for you.
- How it connects
- Synced by Fivetran
- How fresh
- Every 6 hours, as standard.
- Where your data lives
- A copy in a database Orcabase hosts for you, with its own folder for each app.
- Who can set it up
- An admin in your organization.
- Your login
- You sign in on Fivetran’s own page. Orcabase never sees your password or keys.
- Cost
- Counts toward your monthly sync allowance: 500,000 changed rows a month, as standard.
Does it include custom ticket fields?
Can Orcabase change tickets?
Do I need a Fivetran account?
How fresh is my Freshdesk data in Orcabase?
What does syncing cost?
Your Freshdesk data already has the answers.
Connect it, ask your first question, and pin the answers you want to see every week.