Peoplelogic uses the v2 REST API from Freshservice to aggregate the following events.  For reference, the task events match similar events in project management tools such as Asana and the case events match the events from other support systems like Zendesk.  Future iterations of Lexi will allow you to use "tickets" in place of "cases":

• Task Added ✅

• Task Completed ✅

• Task Updated

• Case Created ✅

• Case Unassigned

• Case Assigned ✅

• Case Resolved ✅

• Case Closed ✅

• Case Updated

* ✅ - Good KPI choices for this integration

Metadata

Additionally, Peoplelogic aggregates the following metadata for Freshservice events.  This data may be used in advanced models and may not be queried directly:

• Agent

• Requester ID

• Department ID

• Planned Start Date

• Planned End Date

• Work Start Date

• Work End Date

• First Assigned At

• First Responded At

• Assigned At

• Agent Responded At