Ticket information

AutoQA has access to almost all the same information that you can see when you select a ticket.

Ticket details

Ticket details include:

• Customer

• Assignee

• Status

• Priority

• Group

• Rating

• Tags

You can select which custom ticket fields you want to include in the UI and AutoQA in Settings > Workflows.

Ticket comments

For each ticket comment, AutoQA knows its:

• Type, i.e. message or internal note.

• Content.

• Source, if provided by the help desk.

• Timestamp, i.e. the time it was sent.

• The author details (name, email and role).

• Attachment names.

AutoQA does not have access to the content of images or attachments! For images in the body, it has access to the URL of the asset and for attachments it has access to the file name.

Ticket field events

These are events which represent when a standard or custom ticket field has changed:

• Standard ticket fields refer to the ticket assignee, group, status, priority.

• Custom ticket fields are all the custom ticket fields you have selected. You can select which custom ticket field events you want to include from Settings > Workflows.

For each ticket field event, the available information includes:

• Field name, e.g. status.

• New and previous values. e.g., Tyler Rodgers set assignee to John Moore. In some cases, only one of the two values is known.

• Timestamp, i.e. when the event happened.

• The author details (name, email and role).

Tag events

These events describe when a ticket tag was added or removed to a ticket.

For each tag event, the available information includes:

• Tag name.

• Timestamp, i.e. when the tag was added or removed.

• The author details (name, email and role).

Macro events

These events describe when and by whom a macro was applied. The information includes:

• Macro name.

• Timestamp, i.e. when the tag was applied.

• The author details (name, email and role).

Information availability

Ticket details and ticket comments are available for all help desks, although the ticket details can slightly vary. Reference the below table for events available for each help desk.

Help desk	Ticket field events	Tag events	Macro events
Freshchat
Freshdesk
Intercom
Kustomer (WIP)
Zendesk