Support ticket activity tracking
Problem
Support teams have no real-time way to see ticket volume, SLA compliance, and category or priority trends without manually pulling reports out of Freshdesk. Without that visibility, SLA breaches and volume spikes surface only after the fact, when it's too late to react to them.
Solution
A Nextworld application that connects directly to Freshdesk and displays ticket activity for a chosen date range: volume and trend, SLA and response performance, and breakdowns by category and priority. Because the data is retrieved live on every request, the dashboard always reflects the current state of Freshdesk rather than a stale export.
At a glance
Vertical
Hospitality
Construction
Manufacturing
Telecommunications
Used By
Customer Support
IT
Operations
Building Blocks
Custom Application
Endpoint Definitions
Logic Blocks
Building Blocks
This solution was built using these Nextworld features
Custom Application
The application has no data of its own; every screen queries Freshdesk directly, in real time, instead of pulling from stored records. Retrieved data is presented in a dashboard-style layout within the application: volume and trend, SLA and response performance, and category/priority visualizations, updating whenever the selected date range changes.
Endpoint Definitions
A Freshdesk REST endpoint definition retrieves ticket data for the selected date range, handling authentication via a referenced secret record and branching on response codes to determine what happens next.
Logic Blocks
A logic block validates the start and end date inputs, builds the query parameters for the endpoint call, and executes it once the inputs are valid.
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