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vendors: map Freshdesk native export headers (Created time / Closed time / Resolved time) #30

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vendors: map Freshdesk native export headers (Created time / Closed time / Resolved time) #30

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7 changes: 5 additions & 2 deletions healthcheck/am_healthcheck/vendor-rules.json
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Original file line number Diff line number Diff line change
Expand Up @@ -37,15 +37,18 @@
"created_at",
"created",
"created at",
"conversation created at"
"conversation created at",
"created time"
],
"closed_at": [
"closed_at",
"closed_date",
"solved_at",
"resolved_at",
"solved at",
"closed at"
"closed at",
"closed time",
"resolved time"
],
"human_agent_participated": [
"human_agent_participated",
Expand Down
30 changes: 30 additions & 0 deletions healthcheck/tests/test_vendors.py
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Original file line number Diff line number Diff line change
Expand Up @@ -265,3 +265,33 @@ def test_intercom_label_headers_map(self):
export = load_export(path)
self.assertIn("conversation_id", export["columns_found"])
self.assertIn("opened_at", export["columns_found"])

def test_freshdesk_style_headers_map(self):
"""Freshdesk's standard ticket export labels its timestamps
"Created time" / "Closed time" / "Resolved time" (Freshworks support:
"How do I export my tickets from Freshdesk?"). None of those space
forms were in the alias table, so a native export silently lost both
timestamps and the recount could not place a single line in time."""
from am_healthcheck.vendors import load_export
path = self._export([
"Ticket ID", "Created time", "Closed time",
"human_agent_participated", "issue_addressed",
"customer_recontacted_within_window", "vendor_billed"])
export = load_export(path)
self.assertIn("conversation_id", export["columns_found"])
self.assertIn("opened_at", export["columns_found"])
self.assertIn("closed_at", export["columns_found"])
self.assertEqual(export["columns_missing"], [])

def test_freshdesk_resolved_time_maps_to_closed_at(self):
"""Freshdesk splits "Resolved time" (status 4) from "Closed time"
(status 5); either one ends the conversation, so both map to
closed_at, matching the existing Zendesk "Solved at" alias."""
from am_healthcheck.vendors import load_export
path = self._export([
"Ticket ID", "Created time", "Resolved time",
"human_agent_participated", "issue_addressed",
"customer_recontacted_within_window", "vendor_billed"])
export = load_export(path)
self.assertIn("closed_at", export["columns_found"])
self.assertEqual(export["columns_missing"], [])
7 changes: 5 additions & 2 deletions registry/vendor-rules.json
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Original file line number Diff line number Diff line change
Expand Up @@ -37,15 +37,18 @@
"created_at",
"created",
"created at",
"conversation created at"
"conversation created at",
"created time"
],
"closed_at": [
"closed_at",
"closed_date",
"solved_at",
"resolved_at",
"solved at",
"closed at"
"closed at",
"closed time",
"resolved time"
],
"human_agent_participated": [
"human_agent_participated",
Expand Down
7 changes: 5 additions & 2 deletions website/vendor-rules.js
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Original file line number Diff line number Diff line change
Expand Up @@ -29,7 +29,9 @@
"solved_at",
"resolved_at",
"solved at",
"closed at"
"closed at",
"closed time",
"resolved time"
],
"conversation_id": [
"conversation_id",
Expand Down Expand Up @@ -71,7 +73,8 @@
"created_at",
"created",
"created at",
"conversation created at"
"conversation created at",
"created time"
],
"vendor_billed": [
"vendor_billed",
Expand Down