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Explain what triggered an automation through ticket activities

Related products:Freshdesk
  • November 22, 2024
  • 2 replies
  • 63 views
M
Skilled Expert
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Those of you that have been with Freshdesk for a few years might have noticed that on the activities page of a ticket, it used show you exactly what triggered an automation (it would show you the rule and the keyword or email domain etc). This was extremely helpful and should be brought back as it helps you hone in on if you automation needs to be adjust.

 

Example of how it looked:  If I have an automation that looked for my name (Mike) and assigned it to group 1

 

System executed an automation Mike Rule 

Properties: Description contains “Mike”

Assign to Group 1

2 replies

00robertjoseph00
Community Debut

You’ve pointed out an incredibly helpful feature Freshdesk used to have—showing exactly what triggered an automation on the ticket activities page. This kind of clarity made it much easier to troubleshoot and fine-tune workflows. For example, seeing "System executed an automation Mike Rule, Properties: Description contains 'Mike,' Assign to Group 1" clearly explained which rule was triggered and why. Without this, diagnosing or adjusting automations becomes more time-consuming and error-prone. Bringing this feature back would be a huge benefit for admins managing complex workflows—have you considered suggesting it as a feature request to Freshdesk?

M
Skilled Expert
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  • mhall
  • Author
  • Skilled Expert
  • November 24, 2024

You’ve pointed out an incredibly helpful feature Freshdesk used to have—showing exactly what triggered an automation on the ticket activities page. This kind of clarity made it much easier to troubleshoot and fine-tune workflows. For example, seeing "System executed an automation Mike Rule, Properties: Description contains 'Mike,' Assign to Group 1" clearly explained which rule was triggered and why. Without this, diagnosing or adjusting automations becomes more time-consuming and error-prone. Bringing this feature back would be a huge benefit for admins managing complex workflows—have you considered suggesting it as a feature request to Freshdesk?

Yes, I have reached out and ​@freshdeskadmin told me this never existed :(. I don’t understand why this can’t be brought back.

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