Regarding Freshdesk analytics


We are in the process of monitoring the agent’s reply.

We have an integration between Freshdesk and another third-party system where the tickets are created with a random email ID.

The thing is, when an agent replies to these tickets, will the product consider this as a reply count for the agent even if the replies reverted due to the “address not found” error?

Thanks in advance.

From Freshdesk Support:

Based on the description you wanted to know if “Address Not Found” replies count as agent replies in analytics.

I am afraid yes, they will be considered as agent replies in the analytics, the agent reply is calculated if the agent clicks on the reply button and follows up with a send button on the ticket details page.