고객 서비스 데이터 템플릿

### Part 1: Freshdesk Export Configuration

This process uses the user interface for extraction. In the **Export Tickets** dialog, configure the following settings:

```json
{
  "filter_by": {
    "created": "[Specify Date Range, e.g., Last 6 Months]",
    "status": ["Open", "Pending", "Resolved", "Closed"],
    "// additional_filters": "Optionally filter by Group, Agent, Type, etc."
  },
  "export_fields": [
    "Ticket ID",
    "Created at",
    "First responded at",
    "Resolved at",
    "Closed at",
    "Group",
    "Agent",
    "Status",
    "Priority",
    "Type",
    "// include_custom_fields": "[Select any relevant custom fields]"
  ]
}
```

### Part 2: Data Transformation Script (Python with Pandas)

The exported CSV is a snapshot and must be transformed into an event log. The following script reshapes the data to create a row for each key activity.

```python
import pandas as pd

# --- Configuration ---
# Replace with the actual path to your downloaded Freshdesk CSV export
input_csv_path = 'freshdesk_export.csv'
output_csv_path = 'freshdesk_event_log.csv'

# --- Load Data ---
def transform_freshdesk_export(file_path):
    """Loads the Freshdesk export and transforms it into an event log."""
    try:
        df_raw = pd.read_csv(file_path)
    except FileNotFoundError:
        print(f"Error: The file {file_path} was not found.")
        return None

    # --- Rename and Select Columns ---
    # Adjust column names based on your specific export file
    column_mapping = {
        'Ticket ID': 'ServiceRequest',
        'Agent': 'AssignedAgent',
        'Type': 'ServiceRequestType',
        'Status': 'Status',
        'Priority': 'Priority',
        'Created at': 'Time_Ticket_Created',
        'First responded at': 'Time_First_Response_Sent',
        'Resolved at': 'Time_Ticket_Resolved',
        'Closed at': 'Time_Ticket_Closed'
    }
    df = df_raw.rename(columns=column_mapping)

    # Define the columns that are common to all events for a given ticket
    base_columns = ['ServiceRequest', 'AssignedAgent', 'ServiceRequestType', 'Status', 'Priority']
    # Ensure all required base columns exist
    for col in base_columns:
        if col not in df.columns:
            df[col] = None # Add missing columns as null

    # --- Unpivot Timestamp Columns to Create Events ---
    events = []
    activity_map = {
        'Time_Ticket_Created': 'Ticket Created',
        'Time_First_Response_Sent': 'First Response Sent',
        'Time_Ticket_Resolved': 'Ticket Resolved',
        'Time_Ticket_Closed': 'Ticket Closed'
    }

    for time_col, activity_name in activity_map.items():
        if time_col in df.columns:
            # Select rows where the timestamp exists
            df_event = df[df[time_col].notna()].copy()
            if not df_event.empty:
                df_event['Activity'] = activity_name
                df_event['EventTime'] = pd.to_datetime(df_event[time_col])
                events.append(df_event[base_columns + ['Activity', 'EventTime']])

    if not events:
        print("No events could be generated. Please check your column names and data.")
        return None

    # --- Combine, Sort, and Finalize ---
    df_event_log = pd.concat(events, ignore_index=True)

    # Calculate Resolution Time (optional, as an attribute)
    if 'Time_Ticket_Created' in df.columns and 'Time_Ticket_Resolved' in df.columns:
        df_res_time = df[['ServiceRequest', 'Time_Ticket_Created', 'Time_Ticket_Resolved']].dropna()
        df_res_time['ResolutionTime'] = (pd.to_datetime(df_res_time['Time_Ticket_Resolved']) - pd.to_datetime(df_res_time['Time_Ticket_Created'])).dt.total_seconds() / 3600.0 # In hours
        df_event_log = df_event_log.merge(df_res_time[['ServiceRequest', 'ResolutionTime']], on='ServiceRequest', how='left')

    # Sort the event log for proper ordering
    df_event_log = df_event_log.sort_values(by=['ServiceRequest', 'EventTime'], ascending=[True, True])

    return df_event_log

# --- Execute Transformation ---
if __name__ == "__main__":
    event_log = transform_freshdesk_export(input_csv_path)
    if event_log is not None:
        event_log.to_csv(output_csv_path, index=False)
        print(f"Event log successfully created at: {output_csv_path}")
```

import requests
import pandas as pd
import time
import datetime
import re

class=class="hl-string">"hl-comment"># --- Configuration ---
class=class="hl-string">"hl-comment"># Replace with your Freshdesk domain
DOMAIN = class="hl-string">'[your_domain].freshdesk.com'
class=class="hl-string">"hl-comment"># Replace with your Freshdesk API Key
API_KEY = class="hl-string">'[your_api_key]'
class=class="hl-string">"hl-comment"># Set the start date for the extraction in class="hl-string">'YYYY-MM-DD' format.
START_DATE_STR = class="hl-string">'2023-01-01'

BASE_URL = fclass="hl-string">'https://{DOMAIN}/api/v2'
AUTH = (API_KEY, class="hl-string">'X')

def make_api_request(url, params=None):
    class="hl-string">"""Makes a GET request to the Freshdesk API, handling rate limits."""
    while True:
        try:
            response = requests.get(url, auth=AUTH, params=params)
            response.raise_for_status()
            return response
        except requests.exceptions.HTTPError as err:
            if err.response.status_code == 429:
                retry_after = int(err.response.headers.get(class="hl-string">'Retry-After', 60))
                print(fclass="hl-string">"Rate limit exceeded. Retrying after {retry_after} seconds...")
                time.sleep(retry_after)
            else:
                print(fclass="hl-string">"HTTP Error: {err}")
                return None
        except requests.exceptions.RequestException as err:
            print(fclass="hl-string">"Request Error: {err}")
            return None

def parse_iso_timestamp(ts):
    class="hl-string">"""Parses Freshdesk's ISO 8601 timestamp string."""
    if not ts or not isinstance(ts, str):
        return None
    return datetime.datetime.strptime(ts, class="hl-string">'%Y-%m-%dT%H:%M:%SZ')

def get_freshdesk_event_log(start_date):
    class="hl-string">"""Fetches and processes Freshdesk tickets to create an event log."""
    events = []
    page = 1
    
    class=class="hl-string">"hl-comment"># Convert start_date to the required format for the API query
    start_datetime = datetime.datetime.strptime(start_date, class="hl-string">'%Y-%m-%d')
    query_date = start_datetime.strftime(class="hl-string">'%Y-%m-%dT%H:%M:%SZ')

    while True:
        print(fclass="hl-string">"Fetching tickets page {page}...")
        tickets_url = fclass="hl-string">'{BASE_URL}/tickets'
        class=class="hl-string">"hl-comment"># Use class="hl-string">'updated_since' for incremental loads. For a full load, consider filtering by class="hl-string">'created_at'.
        params = {class="hl-string">'page': page, class="hl-string">'per_page': 100, class="hl-string">'order_by': class="hl-string">'updated_at', class="hl-string">'order_type': class="hl-string">'asc', class="hl-string">'updated_since': query_date, class="hl-string">'include': class="hl-string">'stats,requester'}
        
        response = make_api_request(tickets_url, params=params)
        if not response:
            break
            
        tickets_data = response.json()
        if not tickets_data:
            print(class="hl-string">"No more tickets found.")
            break

        for ticket in tickets_data:
            ticket_id = ticket[class="hl-string">'id']
            created_at = parse_iso_timestamp(ticket[class="hl-string">'created_at'])
            resolved_at = parse_iso_timestamp(ticket.get(class="hl-string">'stats', {}).get(class="hl-string">'resolved_at'))
            
            resolution_time_hours = (resolved_at - created_at).total_seconds() / 3600 if resolved_at and created_at else None

            common_attrs = {
                class="hl-string">'ServiceRequest': ticket_id,
                class="hl-string">'ServiceRequestType': ticket.get(class="hl-string">'type'),
                class="hl-string">'Priority': ticket.get(class="hl-string">'priority'),
                class="hl-string">'AssignedAgent': ticket.get(class="hl-string">'responder_id'),
                class="hl-string">'ResolutionTime': resolution_time_hours
            }
            
            class=class="hl-string">"hl-comment"># 1. Ticket Created
            events.append({
                **common_attrs,
                class="hl-string">'Activity': class="hl-string">'Ticket Created',
                class="hl-string">'EventTime': created_at.strftime(class="hl-string">'%Y-%m-%d %H:%M:%S'),
                class="hl-string">'Status': class="hl-string">'Open' 
            })
            
            class=class="hl-string">"hl-comment"># 2. First Response Sent
            first_responded_at = ticket.get(class="hl-string">'stats', {}).get(class="hl-string">'first_responded_at')
            if first_responded_at:
                events.append({
                    **common_attrs,
                    class="hl-string">'Activity': class="hl-string">'First Response Sent',
                    class="hl-string">'EventTime': parse_iso_timestamp(first_responded_at).strftime(class="hl-string">'%Y-%m-%d %H:%M:%S'),
                    class="hl-string">'Status': ticket.get(class="hl-string">'status')
                })

            class=class="hl-string">"hl-comment"># Fetch conversations for detailed activities
            conv_url = fclass="hl-string">'{BASE_URL}/tickets/{ticket_id}/conversations'
            conv_response = make_api_request(conv_url)
            if conv_response:
                conversations = conv_response.json()
                for conv in conversations:
                    event_time = parse_iso_timestamp(conv[class="hl-string">'created_at']).strftime(class="hl-string">'%Y-%m-%d %H:%M:%S')
                    
                    class=class="hl-string">"hl-comment"># 3. Customer Responded vs 4. Internal Note Added
                    if conv[class="hl-string">'source_type'] == class="hl-string">'note':
                        if conv.get(class="hl-string">'private', False):
                            events.append({
                                **common_attrs,
                                class="hl-string">'Activity': class="hl-string">'Internal Note Added',
                                class="hl-string">'EventTime': event_time,
                                class="hl-string">'Status': ticket.get(class="hl-string">'status')
                            })
                        else: class=class="hl-string">"hl-comment"># System generated notes for status changes etc.
                            body_text = conv.get(class="hl-string">'body_text', class="hl-string">'')
                            class=class="hl-string">"hl-comment"># 5. Status Changed to Pending
                            if class="hl-string">'Status changed from' in body_text and class="hl-string">'to Pending' in body_text:
                                events.append({**common_attrs, class="hl-string">'Activity': class="hl-string">'Status Changed to Pending', class="hl-string">'EventTime': event_time, class="hl-string">'Status': class="hl-string">'Pending'})
                            class=class="hl-string">"hl-comment"># 6. Ticket Assigned / Reassigned
                            if class="hl-string">'Assigned to' in body_text:
                                activity_name = class="hl-string">'Ticket Assigned' if any(e[class="hl-string">'Activity'] == class="hl-string">'Ticket Assigned' for e in events if e[class="hl-string">'ServiceRequest'] == ticket_id) else class="hl-string">'Ticket Reassigned'
                                events.append({**common_attrs, class="hl-string">'Activity': activity_name, class="hl-string">'EventTime': event_time, class="hl-string">'Status': ticket.get(class="hl-string">'status')})
                            class=class="hl-string">"hl-comment"># 7. Ticket Priority Changed
                            if class="hl-string">'Priority changed from' in body_text:
                                events.append({**common_attrs, class="hl-string">'Activity': class="hl-string">'Ticket Priority Changed', class="hl-string">'EventTime': event_time, class="hl-string">'Status': ticket.get(class="hl-string">'status')})
                            class=class="hl-string">"hl-comment"># 8. Satisfaction Survey Sent
                            if class="hl-string">'Satisfaction Survey was sent to the contact' in body_text:
                                events.append({**common_attrs, class="hl-string">'Activity': class="hl-string">'Satisfaction Survey Sent', class="hl-string">'EventTime': event_time, class="hl-string">'Status': ticket.get(class="hl-string">'status')})
                    else: class=class="hl-string">"hl-comment"># Not a note, so it's a reply
                        class=class="hl-string">"hl-comment"># 9. Customer Responded
                        if conv.get(class="hl-string">'incoming', False):
                            events.append({
                                **common_attrs,
                                class="hl-string">'Activity': class="hl-string">'Customer Responded',
                                class="hl-string">'EventTime': event_time,
                                class="hl-string">'Status': class="hl-string">'Open' class=class="hl-string">"hl-comment"># Typically a customer response re-opens the ticket
                            })
            
            class=class="hl-string">"hl-comment"># 10. SLA Breached
            if ticket.get(class="hl-string">'fr_escalated', False) or ticket.get(class="hl-string">'resolution_escalated', False):
                 breach_time = ticket.get(class="hl-string">'stats', {}).get(class="hl-string">'status_updated_at', ticket.get(class="hl-string">'updated_at'))
                 events.append({
                    **common_attrs,
                    class="hl-string">'Activity': class="hl-string">'SLA Breached',
                    class="hl-string">'EventTime': parse_iso_timestamp(breach_time).strftime(class="hl-string">'%Y-%m-%d %H:%M:%S'),
                    class="hl-string">'Status': ticket.get(class="hl-string">'status')
                })

            class=class="hl-string">"hl-comment"># 11. Ticket Resolved
            if resolved_at:
                events.append({
                    **common_attrs,
                    class="hl-string">'Activity': class="hl-string">'Ticket Resolved',
                    class="hl-string">'EventTime': resolved_at.strftime(class="hl-string">'%Y-%m-%d %H:%M:%S'),
                    class="hl-string">'Status': class="hl-string">'Resolved'
                })

            class=class="hl-string">"hl-comment"># 12. Ticket Reopened
            reopened_at = ticket.get(class="hl-string">'stats', {}).get(class="hl-string">'reopened_at')
            if reopened_at:
                events.append({
                    **common_attrs,
                    class="hl-string">'Activity': class="hl-string">'Ticket Reopened',
                    class="hl-string">'EventTime': parse_iso_timestamp(reopened_at).strftime(class="hl-string">'%Y-%m-%d %H:%M:%S'),
                    class="hl-string">'Status': class="hl-string">'Open'
                })
                
            class=class="hl-string">"hl-comment"># 13. Ticket Closed
            closed_at = ticket.get(class="hl-string">'stats', {}).get(class="hl-string">'closed_at')
            if closed_at:
                events.append({
                    **common_attrs,
                    class="hl-string">'Activity': class="hl-string">'Ticket Closed',
                    class="hl-string">'EventTime': parse_iso_timestamp(closed_at).strftime(class="hl-string">'%Y-%m-%d %H:%M:%S'),
                    class="hl-string">'Status': class="hl-string">'Closed'
                })

        page += 1

    class=class="hl-string">"hl-comment"># Create DataFrame and sort by time
    df = pd.DataFrame(events)
    df[class="hl-string">'EventTime'] = pd.to_datetime(df[class="hl-string">'EventTime'])
    df = df.sort_values(by=[class="hl-string">'ServiceRequest', class="hl-string">'EventTime']).reset_index(drop=True)
    df[class="hl-string">'EventTime'] = df[class="hl-string">'EventTime'].dt.strftime(class="hl-string">'%Y-%m-%d %H:%M:%S')

    return df

if __name__ == class="hl-string">'__main__':
    print(class="hl-string">"Starting Freshdesk data extraction...")
    event_log_df = get_freshdesk_event_log(START_DATE_STR)
    if not event_log_df.empty:
        output_filename = class="hl-string">'freshdesk_event_log.csv'
        event_log_df.to_csv(output_filename, index=False)
        print(fclass="hl-string">"Extraction complete. Event log saved to {output_filename}")
    else:
        print(class="hl-string">"No data extracted.")

SELECT
    ServiceRequest,
    Activity,
    EventTime,
    AssignedAgent,
    ServiceRequestType,
    Status,
    Priority
FROM [Your transformed event log source]
WHERE EventTime >= [Start date]
  AND EventTime < [End date]
  AND Activity IN (
      'Ticket Created',
      'Ticket Assigned',
      'First Response Sent',
      'Status Changed to Pending',
      'Customer Responded',
      'Internal Note Added',
      'Ticket Priority Changed',
      'Ticket Reassigned',
      'SLA Breached',
      'Ticket Resolved',
      'Ticket Reopened',
      'Satisfaction Survey Sent',
      'Ticket Closed'
  )
  AND ServiceRequest IS NOT NULL
  AND EventTime IS NOT NULL
ORDER BY ServiceRequest, EventTime;