Dear,
Question:
We are assigning categories to our tickets based on automations but some tickets do not get a category (f.e. they do not have the correct keywords or they are just not added to the automation).
--> Is there a way to report on this? For example check which tickets did not get any/limited automations? Or which tickets did not get a category at the creation moment? (they do get one later by an agent so I can report on categories in a "live" situation).
Reply from Freshdesk support:
I understand you would like to keep a track of the tickets where the automation rules failed to get executed and I believe this is set to work based on a specific condition like Ticket type, group, and so on apart from the keywords in the content of the ticket. I had this checked internally and I'm afraid we do not have an option to track the number of tickets that were not impacted by a particular automation. Sorry for not being of much help here.
I hear you and I believe it will be a great value addition to the product in the coming days. So, I request you to post this as a suggestion in our community forum as this space this being closely monitored by our Product team and it will also have a wider reach. Here is the link to the community forum for your reference -https://community.freshworks.com/ideas
Regards,
Thomas
