Question
Can I create a report that shows trigger usage?
Answer
No, no pre-built metric can capture trigger usage in the Explore datasets. As an alternative, add a tag when you create a trigger.
You will be able to use that tag in Explore. Generate a report to show the usage of the tags applied to tickets. This will only capture one use of a tag per ticket. For more information and an example of creating a report for ticket tag usage, see the article: Reporting with tags.
Another way to see trigger usage within the account are rule analyses.
Additionally, you can also utilize the API to obtain trigger data usage within specific time ranges. For more information, see the article: Is it possible to get usage data on macros, triggers and automation?
4 comments
Efrat Barak Zadok
Sorry for the typo - I meant I used to add tags as part of the action in the chat triggers and I had other triggers that were activated by having those tags in their condition.
how can I do the same in the messaging triggers? How can I have a report on any messaging trigger? 1263082110149
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Dainne Kiara Lucena-Laxamana
Hi 6110941897754 !
You can utilize triggers on Messaging channels as well. For the Trigger condition above, you can just add “Channel-Is-Messaging”.
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Efrat Barak Zadok
I was using chat triggers as mentioned in this article but now when I am forced to move to messaging - there is no way to add triggers to my messaging triggers. Please let me know what is the work around here?
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Jaye Seow
Hi, Can we create reporting on chat triggers ? The objective is to track the Chat Triggers and its utilisation (no. the trigger has been fired). Thanks
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