What Does the fr_due_by Column Represent in the TICKET_HISTORY Table?

Question

What does the fr_due_by column in the TICKET_HISTORY table represent, and how can I use it to understand the Freshdesk response timelines?

Environment

Connector: Freshdesk

Answer

In the TICKET_HISTORY table, the fr_due_by column stores the timestamp by which the first agent response is due, as calculated by Freshdesk based on your SLA policy. For more information, see the Freshdesk Understanding SLA Policies documentation.

Freshdesk calculates this timestamp using factors such as ticket priority, business hours, and the applied SLA policy. If an agent does not respond before this deadline, Freshdesk marks the ticket as overdue.