Ticket events show all the ticket updates and notifications, whether it's by a person or by a business rule, such as a trigger. By looking at the ticket events, you can see the complete history of a ticket. Events include ticket properties that are added, removed, or changed, as well as any external notifications associated with the ticket update.
Viewing all events
Ticket events show all the updates and notifications that have occurred to that ticket. Events are not shown by default. You have the option to show ticket events alongside the ticket comments.
Reviewing ticket events can help you trace the path of a ticket and troubleshoot any issues. For example, you can see whether a trigger has fired or what type of browser the end-user was using.
- In a ticket, click Conversations under the active comment area, then select Events.
- Review the ticket events displayed.
The events for each ticket update appear separately. For more information about the information shown in events, see Understanding what is shown in ticket events.
If a field's value was changed, the new value appears along with the crossed-out previous value, allowing you to easily see what changed.
For example, if an agent changed a ticket status from Open to Pending, the update appears in Show all events like this:
- To preview the email sent for that notification, click the ID next to a notification.
- (Enterprise only) To view the specific version of any trigger that fired, click the trigger's title.
- When you finish viewing ticket events, click Events, then select Conversations.
Understanding what is shown in ticket events
Subject: The subject of the ticket
- Group: The group responsible for the ticket
- Organization: The organization associated with the ticket
Type: The type of the ticket (Incident, question, problem, or task)
Status: The status of the ticket (new, open, pending, on-hold, solved, or closed)
Requester: The person who created the ticket
Priority: The priority of the ticket (low, normal, high, or urgent)
- Assignee: The agent assigned to the ticket
Custom field: A custom field an administrator has added to the ticket form
- CCs: Anyone who was CC'd on the ticket
In addition to new and changed ticket properties, you can see triggers, automations, and email communications that occur in the background with ticket updates.
- Trigger: Any triggers that have affected the ticket, such a trigger that notifies the assignee
Enterprise customers can click a trigger's title to view the specific version of any trigger that fired (see Viewing the trigger revision history).
- Message pushed to target: A message sent to a cloud-based third-party target, like JIRA or Yammer
At the bottom of the information you see when you click Show all events, you can view details about the submitting users' location, browser, and IP address.
- Submission channel: If a ticket is submitted through a channel other than the web form, such as Twitter or email, details about the channel appear.
User agent string: A string that identifies browser information and other system details
IP address: The IP address used for that ticket update
Location: The IP location for that ticket update. Keep in mind that this might not be the same location as the actual user.