Why wasn't my ticket evaluated?

A ticket closed, you opened it expecting a score, and there is nothing there. This is almost never a bug: Rulebase applies a series of gates before it evaluates, and one said no. It will tell you which. The causes below are in the order the product checks them.

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What the ticket already tells you

Open the ticket and look at its Review tab. It shows one of these states:

• Evaluation skipped: Rulebase considered the ticket and decided against it. The text underneath is the reason. This is the most likely state.
• Evaluation scheduled: queued and waiting, usually on your evaluation delay. Run now starts it immediately.
• Evaluation failed: something went wrong while running. Try again is safe.
• No QA evaluations: no evaluation was ever attempted, which points at a gate that runs before a request is created. Keep reading.

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Get the full picture with the eligibility tester

The Review tab shows the first reason; the eligibility tester shows every gate at once, which matters when two things are wrong.

1. Go to Settings > Evaluations.
2. Next to Eligibility instructions, click Edit, then click Test.
3. Search for the ticket by ID or subject, and select it.

The headline tells you whether the ticket is eligible at all. The line underneath is the first blocking reason. Remaining problems appear as badges grouped into Rules, Auto QA, and Agents; hovering a badge shows the full explanation. Some gates block everything; others block only automatic QA, so the ticket can still be evaluated on request. When the tester says the ticket is eligible but automatic QA would not have run, it lists those automatic-only blockers under Auto QA, and you can request an evaluation by hand without changing any settings.

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Most likely: no scorecard applies to the ticket

This is the top cause on new accounts, and the message names it plainly: no published scorecard applies to this conversation. Two things cause it. The scorecard is still a draft. Only published scorecards evaluate anything; a draft sits under Drafts on Knowledge > Scorecards looking finished. Its scope excludes the ticket. Open the scorecard and read the pills next to Add scoping. Every pill narrows what the scorecard covers: one scoped to Emails and Chats will never touch a phone call, and one scoped to a single team ignores everybody else. One special case: if the customer never replied, Rulebase skips the ticket unless a published scorecard opts in to internal tickets. Add Internal tickets to a scorecard’s Ticket scope to score one-sided tickets.

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Then check the agent roster

An agent on the ticket counts only when all of these are true:

• They are on the QA roster at Settings > People > Agents. Someone who arrived through a help desk integration but was never added is not evaluated.
• They are a human agent. Automated replies never produce an evaluation.
• They wrote at least 100 characters of customer-facing messages. A one-line “sorted, thanks!” handoff is not enough material to score.
• A matching scorecard applies to them. Scorecards scoped to a team or group only cover agents in it.

When no agent clears all four, the tester reports no eligible agents were found. Fix it by adding the person to the roster, or widening the scorecard’s people scope. Manage the QA agent roster covers both.

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Then check whether coverage rules selected it

Coverage rules are sampling. If you cover 20% of tickets, the other 80% are skipped on purpose, and the reason says the conversation was not selected by your coverage rules. Nothing is broken. A subtler version: the ticket can be selected while none of its agents are, which happens with rules that cover a fixed number of tickets per agent. The reason then names the agents. Both are deliberate settings decisions. If a specific ticket needs a score anyway, request the evaluation by hand: manual requests ignore coverage rules entirely.

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Or it is still waiting

Several gates are about timing. A ticket that trips one may be evaluated later without you doing anything.

• The ticket is not closed. Automatic QA runs after a ticket is resolved.
• The evaluation delay has not elapsed. The Review tab shows Evaluation scheduled, and the eligibility tester names the time it is scheduled for.
• An evaluation is already queued or in progress, which blocks a second request on the same ticket.
• A linked ticket in the thread is still open, and you have Wait for all linked tickets to close turned on.

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Or there was nothing to score

The last group of gates is about the conversation itself. Your eligibility instructions drive these, and a skip here is usually correct. Either an agent never sent a customer-facing message, so there is no work to judge; or the AI eligibility check read the transcript and found no real request and no meaningful exchange, which is what the default instructions ask it to filter out. If tickets you care about keep landing here, edit the instructions. See Configure evaluation eligibility.

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Every check, and what to do about it

The tester labels each gate. Use this as the lookup table when a badge is not self-explanatory:

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Once you have fixed the cause

Some fixes catch up on their own. When you publish a scorecard, add an agent to the roster, change coverage rules, close a linked ticket, or top up credits, Rulebase re-checks tickets skipped for those reasons about once a day. That sweep only looks at tickets that closed inside the current sampling period (the current day unless your coverage rules use weekly or monthly targets), so recent tickets recover automatically and older ones do not. For the ticket you were investigating, do not wait. Open it and use the button on the Review tab: Try again on a skipped or failed evaluation, Request evaluation where none was attempted. Manual requests skip coverage rules and the AI eligibility filter, so they work while you are still tuning those settings. For the tickets that come next, confirm the fix the same way you found the problem. Run the eligibility tester on a ticket that should qualify and check the result reads Eligible for QA with the agents you expect.

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Related

• Why is this score different from what I expected?, when the evaluation ran but the number looks wrong
• My integration stopped syncing, when the ticket never reached Rulebase at all
• An agent is missing from reports
• Configure evaluation eligibility
• Create a scorecard
• Manage the QA agent roster
• Give feedback on AI QA
• How AI QA works, for the pipeline these gates sit in and the setting behind each one