We have service accounts that perform actions on tickets through automated workflows. We would like the ability to exclude these service accounts from appearing on the Leaderboard, as their automated activity can skew performance metrics and rankings.
Submitted
Allow Excluding Specific Agent Accounts from the Leaderboard
+2
- Community Manager
Hi
Since service accounts are currently treated as agents, their automated ticket activity can also be reflected in the Leaderboard.
For automation use cases, Freshservice now supports Integration Users, which are specifically designed for integrations and automation and use an API key for authentication. Using an Integration User instead of a regular agent/service account can help avoid using agent accounts for automated actions.
You can check out the Integration Users feature for this use case.
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