stats_resolved_at and stats_closed_at

[ivsnsp]

This is more a question as it may not be an actual issue:
I am pulling freshdesk data into Stitch, then Panoply and building reports on them. After a ticket is synchronized for the first time, it seems that stats_resolved_at and stats_closed_at fields are not updated on the subsequent synchronization and remain NULL although the ticket is resolved and closed in Freshdesk.
Is there a way to transfer those changes or do i need to resynchronize the entire set of freshdesk data ?

Thanks
Ivan

[nick-mccoy]

Hi @ivsnsp, that's interesting. I would expect that, when a ticket's stats-resolved_at or stats_closed_at fields changed, the ticket's updated_at field would also change. In that case, the ticket should be re-synced since we query tickets based off of updated_at. I'm wondering if Freshdesk isn't updating a ticket's updated_at field when one of its other fields is changed. We will place this item in our work queue, and I'll update you when it's being looked at/handled.

[nick-mccoy]

@ivsnsp If you want to get this resolved much more quickly, you could reach out to Freshdesk and see why that updated_at field isn't being updated when a ticket's properties change.

[ivsnsp]

Hi @nick-mccoy, thanks for the advice - i will get in touch with Freshdesk as well to see if they can advice on this issue.