> For the complete documentation index, see [llms.txt](https://docs.birdie.so/birdie-docs/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.birdie.so/birdie-docs/helpdesk/freshdesk/analytics.md).

# Analytics

Based on our experience, there are occasional gaps in the Freshdesk API that can result in the `<Birdie>` tag not being applied when it should (eg. tickets from Freshdesk portal).&#x20;

To ensure consistent tagging, we recommend using Freshdesk automations to add the `<Birdie>` tag:

1. Go to Freshdek settings and select <mark style="color:purple;">`Automations`</mark>

   <div><img src="https://s3-us-west-2.amazonaws.com/secure.notion-static.com/c0bb67d2-7911-4a72-8f32-1828243589b8/Capture_dcran_2023-05-11__12.02.29_(1).png" alt=""> <figure><img src="/files/coEyxf5dSQmRLQXi1OO2" alt=""><figcaption></figcaption></figure></div>
2. Select Ticket Creation and create a <mark style="color:purple;">`New rule`</mark>:

   <div><img src="https://s3-us-west-2.amazonaws.com/secure.notion-static.com/6491165e-b176-48bf-bb65-9b66b5de3494/Capture_dcran_2023-05-11__12.03.41_(1).png" alt=""> <figure><img src="/files/w8OyNu8MYBokkFOqvSUO" alt=""><figcaption></figcaption></figure></div>
3. Then, for the tickets whose description contains <mark style="color:purple;">`share.birdie.so`</mark>, add a tag called <mark style="color:purple;">`birdie`</mark>.

   <div><img src="https://s3-us-west-2.amazonaws.com/secure.notion-static.com/63360da1-13a0-4712-98be-a41810f0a521/Capture_dcran_2023-05-11__12.13.06_(1).png" alt=""> <figure><img src="/files/VvIsayK2OZazTFPJ3k5R" alt=""><figcaption></figcaption></figure></div>
4. Your tags will now be automatically created. ✅

<details>

<summary>How to Differentiate Incoming vs. Outgoing Recordings</summary>

Birdie uses specific URL patterns that let you identify whether a recording is **incoming** (from customers) or **outgoing** (to customers):

* **Incoming recordings** (from customers): URLs include `share.birdie.so/i/`
* **Outgoing recordings** (to customers): URLs include `share.birdie.so/o/`\ <br>

You can use this in your triggers to tag tickets accordingly.

**Example triggers:**

| Trigger name                | Condition                                           | Tag added         |
| --------------------------- | --------------------------------------------------- | ----------------- |
| Birdie – Incoming Recording | Ticket > Comment text contains `share.birdie.so/i/` | `birdie_incoming` |
| Birdie – Outgoing Recording | Ticket > Comment text contains `share.birdie.so/o/` | `birdie_outgoing` |

</details>

<details>

<summary>How to track when a Birdie Recording Is Requested?</summary>

Add a tag <mark style="color:purple;">`birdie_request`</mark> tag by creating a new rule:&#x20;

> **Category:** in `Ticket`  if `Description`   \
> **Operator:** `Contains`\
> **Value:** <mark style="color:purple;">`birdie.so/rec`</mark> <mark style="color:purple;"></mark><mark style="color:purple;">AND</mark> <mark style="color:purple;"></mark><mark style="color:purple;">`birdie.so/urec`</mark>

</details>


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