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Audit view on Dispatch'r activities within tickets

Related products:Freshdesk
  • September 18, 2018
  • 3 replies
  • 17 views
A
Contributor

This came up at a customer forum last week as it is difficult for administrators to fine tune Dispatch'r when they don't know what exactly within a ticket is triggering a rule. It would be helpful to have more information in the activity view within a ticket as to which Dispatch'r rule was triggered and what string was found in the email to trigger it. This would significantly improve the usability of Dispatch'r.

3 replies

K
Community Manager
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  • karthik.kumarCommunity Manager
  • Community Manager
  • August 5, 2019

Hello Adam,


You can refer to the Activities button on the ticket details page displays a comprehensive log of all the activities that have happened on a ticket. For Admins, system activities (execution of Dispatch'r, Observer, Supervisor rules) will include the name of the rule as well as a hyperlink to the rule on the Admin page. Agents and supervisors will only be able to see which automation executed the rule in addition to the changes made. Read more on the activities button here: https://support.freshdesk.com/support/solutions/articles/37589


Additionally, we're revamping the automation feature on Freshdesk and are bringing in a lot of new features, which includes a summary of the automation rules. Every rule that you create automatically generates a summary with it. You no longer have to rely on descriptions - the summary will give you a good visual overview of what every rule does. 


The automation update is being rolled out in batches. You can learn more about it, and enable it for your account on this thread: https://support.freshdesk.com/support/discussions/topics/50000000107

B
Community Debut
  • balaji
  • Community Debut
  • September 24, 2019

Hi Karthik,

How can we view a summary of the automations? Maybe take a print or export to excel?


Thanks

K
Community Manager
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  • karthik.kumarCommunity Manager
  • Community Manager
  • September 25, 2019

Hello Balaji,


You can view the summary of the Automations rules that you’ve set up once you open the rule under Admin → Automations → Ticket creation/Time triggers/ticket updates → Click on the rule whose summary you want to see.


However, we don’t support the ability to export the summary from within Freshdesk. You can try saving the page from the browser as a PDF or take a screenshot of the summary of the Automations.

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