Support
Freshdesk
Cloud-based customer support platform with ticketing, automation, and AI-powered agent assistance. Roiva syncs monthly ticket metrics so you can measure the impact of AI on support volume, resolution rates, and handle time.
What gets synced
Roiva writes these metric observations on each sync. Reference the key in a value formula to use this data in your ROI calculations.
Tickets
freshdesk.tickets.volume
Ticket Volume
count
freshdesk.tickets.resolved_count
Resolved Ticket Count
count
freshdesk.tickets.avg_handle_time
Avg Handle Time (hours)
duration
Common use cases
- Track ticket volume reduction from AI-powered self-service and deflection
- Measure resolution rate improvements from AI-suggested responses
- Monitor handle time changes before and after AI-assisted workflows
- Attribute first-contact resolution gains to specific AI initiatives
How to connect
- In Freshdesk: Click your profile picture → Profile Settings → API Settings to copy your API key
- Back in Roiva: Enter your Freshdesk subdomain (the part before .freshdesk.com) in the Subdomain field
- Back in Roiva: Paste the API key and save the connection
- Back in Roiva: After connecting, link this connection to an initiative on the Initiatives tab
Tips for capturing value
- Use ticket tags to mark AI-handled conversations (e.g. ai-resolved) and filter by tag in your initiative link
- Volume, resolution rate, and handle time are the strongest ROI signals for AI support initiatives
- Group filtering is useful when AI tooling only affects one support team or product area
Freshdesk
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