Track Event

Track an event with a key/value pair. This can be used in insights to track happenings over time and visualize them.

It can also be used to alert you in the case of spikes and dips using Automations with Notification steps.

Many events are tracked automatically during flows, such as added tags, completions and handoffs, and more. The following is the full list of automatically tracked events:

• _flow: See how many of each flow is being classified over time.
  • Great use-case: Watch for spikes or drops in flow classifications. For instance, if “Return Order” spikes, there’s probably a reason.
  • Great use-case: See how often Thankful classifies new flows with less training to identify when it’s safe to take new flows live.
• _flow_{action}: Track outcomes (complete, transfer, etc.) on a per-action basis with greater granularity than the Analytics page.
• _handoff: See handoffs and transfers across every action.
  • Great use-case: Identify the biggest handoff causes per-account.
• _merge: Track merged duplicate tickets and merges that would have happened if the customer had enabled the feature.
  • Great use-case: Document the exact value that would be added if Thankful starting automatically merging tickets.
• _reopen: Track when tickets are reopened after we mark them as solved.
• _set_ticket_status: Records when ticket statuses are overridden by workflows to Open or Pending.
• _shipment: Shipment statuses when tracking.
• _subclass_{classifier}: See all sub-classifications.
  • Great use-case: See the biggest drivers of Cancel Subscription and other critical flows.
• _tag: Tags applied.
• _ticket: Count the number of tickets received, captured, and final states (complete, transfer, etc.).
  • Great use-case: See transfers and merged tickets over time.

{action} or {subclassifier} above means the name of the action, lowercased, and with underscores instead of spaces. For example, Track Order becomes track_order, so _flow_{flow} would be _flow_track_order.

Note that all automatically-recorded events are prefixed with _. Events created manually in workflows using Track Event steps must not prefix their names with _.