Track

Tracking events is the core of Thankful Insight that enables everything else. Any event can be tracked over time and counted.

Events are key-value pairs which all have a timestamp associated with them, and thus allow us to track arbitrary events that happen over time.

They can be tracked as part of workflows or created directly via Thankful’s API (limited to early access).

Some events are tracked automatically by Thankful and can be consistently relied upon. These include:

• _flow: See how many of each action is being classified over time.
  • Great use-case: Watch for spikes or drops in action 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.
• _csat: See how often people are responding to CSAT surveys.
• _csat_{action}: Measure attribution and CSAT ratings on a per-action basis.
  • Great use-case: Find the biggest drivers for negative CSAT in every action that’s live.
• _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_{action} 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 _.