Data Processing

Zluri fetches the list of users from Freshdesk. This article explains how you can validate the Freshdesk users presented in Zluri.

 How Zluri fetches the data:

Zluri calls the following API to fetch the list of users

List of users: https://developers.freshdesk.com/api/#list_all_agents

Status Mapping:

Agents with 'active' = True inside of contact object are marked with User Application Status = Active.

Agents with 'active' = False inside of contact object are marked with User Application Status = Suspended.

Agents coming from earlier syncs but not in the latest sync are marked with User Application Status = Inactive.

License Mapping

Agents where type = support_agent , are assigned a 'Support Agent' license.

Agents where type = 'Collaborator' are assigned a 'Collaborator' license.

How to validate the data:

Please click on 'Settings' -> Team -> Agents or visit the below link.

https://.freshdesk.com/a/admin/agents/filter/active

Get the list of support agents + collaborators with where last seen is not blank. (Last seen = blank means those agents are invited but have not accepted the invitation yet).

This count will match the users obtained from Zluri filtered by User Application Status = Active & Source = Freshdesk. You can also Export the list of agents and check the count too.