Issue(s)

A ticket appears under No Topic or a different topic from the one you expect.

Environment

  • You can inspect the Topics view and the affected Zendesk ticket.

Cause(s)

  • The ticket may not have a level-one or level-two topic assigned.
  • Status, channel, Brand, or Group filters may put the ticket in a different Topics slice.
  • The topic update may not yet be reflected in the current report.

Diagnostic

  1. Check the ticket’s topic fields and current status in Zendesk.
  2. Match the Topics page and section-level status and channel filters to that ticket.
  3. Compare L1 and L2 topic counts with the ticket’s assigned topic level.
  4. Refresh and check freshness; if it remains unexpected, send support the ticket, expected topic, and report scope.
Note: Check the scope

A No Topic count can represent unclassified tickets rather than a missing topic configuration.