You can connect multiple Freshdesk instances to a single Salted CX account and mix data in Slated CX with other data sources.
Integration between Freshdesk and Salted CX
There are only two required items to connect to Salted CX:
- Root domain — for example https://saltedcx.freshdesk.com/
Freshdesk Data in Logical Model
We translate data from all platforms into our unified Logical Model that enables you to report on data from multiple platforms in the same way. We use unified concepts with unified naming and the same meaning in every platform.
As each platform has its own vocabulary and concepts we cannot adopt any single platform vocabulary. Platforms have different names for the same concepts (for example ticket, case, issue, or task for a single customer-related request). Or different platforms use the same name for different concepts (for example “Contact” means a single conversation with a customer in one platform, but it means a customer email/phone in another platform).
This article covers how Freshdesk concepts translate into Salted CX concepts and vocabulary.
Customers
Salted CX creates individual customers that correspond to Freshdesk users. Freshdesk creates users for both agents and the customers calling the company. Every ticket associated with a user representing a customer becomes part of the given customer’s customer journey. So you see all those tickets chronologically one after another in our customer journey.
The ticket requester email becomes contact identifier in Salted CX and the ticket requester name from Freshdesk is stored into the customer name.
Conversations
Each Freshdesk ticket translates to one conversation.
Engagements
Freshdesk does not have a built-in concept similar to engagements in Salted CX. We define engagement as the participation of a single agent or a service in a conversation with a customer. We use heuristics to extract a similar concept from Freshdesk data.
We create engagements based on actual agent activity on the ticket. An engagement start when an agent responds to a ticket for the first time or when a ticket is reopened. The engagement ends when another agent starts to engage with the customer or the ticket is resolved. The start time of an engagement is when an agent sends their first message. The end time of an engagement is when an agent sends their last message. This heuristic tries to best approximate the engagement time.
For example, if an agent Alice replies to a customer at 8:00 AM with one message, then Alice asks Bob for help with the customer. Bob starts to chat with the customer at 8:15 AM until 8:30 AM. Bob returns the ticket to Alice who chats with the customer from 8:45 AM to 9:00 AM and marks the ticket as resolved. Custom reaches back and Alice chats again with the customer from 10:00 AM to 10:30 AM. We create 4 engagements:
- Engagement with Alice with start time and end time 8:00 AM
- Engagement with Bob with start time 8:15 AM and end time 8:30 AM
- Engagement with Alice with start time 8:45 AM and end time 9:00 AM
- Engagement with Alice with start time 10:00 AM and end time 10:30 AM
We map the following attributes from Freshdesk tickets to the Salted CX model:
| Salted CX | Freshdeck Ticket Attribute |
|---|---|
| Case | Ticket number |
| Channel Vendor | “FreshWorks” |
| Conversation | Ticket number |
| Conversation Start Time | Ticket created timestamp |
| Direction | ’Inbound’ |
| Engagement Type | “Agent” |
| Engagement Link | Link to the ticket |
| Engagement Priority | Ticket priority |
| Engagement State | "Completed" if ticket_status == "4" or ticket_status == "5" else "In Progress” |
| Start Time | Engagement start time |
| End Time | Engagement end time |
Turns
Each individual message or email message from an agent or from a customer creates a new message turn associated with an engagement of the currently engaged agent.
Data not Available from Freshdesk
Different customer care platforms provide different granularity of data and have different concepts. These features may prevent us from reporting on certain metrics or impose other restrictions.
This typically prevents use of certain attributes and/or metrics in reporting for the given platform. This section covers the key limitations based on Freshdesk data. Remember that when one metric is affected also metrics based on that one are affected (such as average of the missing metric).
Queue Engagements
Freshdesk does not have a concept of queues similar to many other contact center platforms. Thus we do not create any queue engagements that typically represent waiting customers in a specific queue and enable visibility into customer movement between queues.
Affected attributes: Queue
Affected metrics: Wait Time, Queue Engagements
Invitation Engagements
Freshdesk does not have a concept of inviting agents to conversations (showing agents that they can engage with the customer by joining conversation) similar to many other contact center platforms. Thus we do not create any invitation engagements in case the agent misses or rejects the invitation to join conversations.
Affected metrics: Invitation Time, Rejected Invitations, Missed Invitations
Wrap Up Time
Freshdesk does not have a concept of wrap up that agent has to perform after an engagement with a customer. Although agent can perform additional actions in Freshdesk after they resolve the customer ticket this time is not tracked by Freshdesk.
Affected metrics: Wrap Up Time
Agent Status
We do not import agent activity (agent status, AUX code) from Freshdesk. This status codes are typically used for routing decisions and WFM purposes. When using Freshdesk we recommend you have another source for this data such as WFM or a contact center platform that you connect with Salted CX.
Affected metrics: Activity Time, Available Time, Unavailable Time