Possible queries:

Update is not shown in Activities
Agent is unassigned automatically as per activities.


Resolution path:

  • Validate the account details.

  • Probe the customer for details on the exact issue they have with the activities i.e.

    - is there a confusion with the activities on the ticket?
    - is there an issue with the order of activities?
    - Is there an issue with the activity not being recorded on the ticket?

  • If there is an issue with the activities, eg: A ticket marked as Spam on creation, unspam the ticket and click on Show Activities. Next is to check if the user who raised the ticket is soft deleted, if not, check for the ticket creation logs to identify why the ticket was spammed. A possible reason is high spam score which can be whitelisted after raising L2 ticket. If there is an automation spamming the ticket, that can be checked and modified as needed.

  • If the issue is with tickets getting unassigned, check if there is automation or an app that unassigns the ticket (eg: Out of office app) or if the native out-of-office feature is being used that could have caused this. We can also identify from logs on how the update was made.

  • Similarly, if there is any other confusion with regard to why certain actions took place, check the corresponding logs for the timestamp and check further if that was expected or not. In case it was not, it can be troubleshooted further.
  • Other issues are that the activity does not get recorded. This generally happens if the ticket state is updated with no change (i.e Status is Open and update also sets ticket to Open), or if there is just a webhook trigger in automations etc. In case the update has happened and the activity does not show up, check necessary logs for update and raise L2 ticket with details.