Investigate An Automation That Did Not Run As Expected

Issue(s)

An automation did not execute, failed, or affected a different set of records from the intended scope.

Environment

• You can inspect the rule configuration and execution history.

Cause(s)

• The rule may be disabled or its conditions may not have matched the event.
• Its channel, brand, or other scope may exclude the record.
• The execution may have failed after matching.

Diagnostic

1. Check whether the rule is enabled and compare its saved conditions and action with the expected event.
2. Open execution history around the event time and inspect matching runs or errors.
3. Compare the relevant Zendesk record before and after the event.
4. If the cause remains unclear, send support the rule name, run time, affected record, and observed outcome.