Viewing all events for ticket updates

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Quick Look: In a ticket, click Conversations, then select Events.

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.

This article contains the following sections:

• Viewing all events
• Understanding what is shown in ticket events

You can also view the following video:

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.

To view ticket events

1. If you're using the Zendesk Agent Workspace, open a ticket and click the events icon ( ) in the conversation header to toggle between ticket conversations and events.

   

   If you're not using the Zendesk Agent workspace, open a ticket and click Conversations under the active comment area, then select Events.

   

2. 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:

   
3. To preview the email sent for that notification, click the ID next to a notification.
4. (Enterprise only) To view the specific version of any trigger that fired, click the trigger's title.
5. When you finish viewing ticket events, click Events, then select Conversations.

Understanding what is shown in ticket events

Ticket events shows ticket properties, notifications, and user information. When you view ticket events, some or all of the following might appear, depending on what was changed or added to the ticket for that ticket update.

• Properties
• Communications
• User information

Properties

• Subject: The subject of the ticket

  
• Form: The ticket form (if your plan supports multiple forms)

  

  If you're working with contextual workspaces, the Form that you see in ticket events may not match the form that is displayed. Once an update has been made to the ticket, then the Form will update appropriately.

• 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)

  

• Total time spent (sec) and Time spent last update (sec): If you're using the Time Tracking app, these fields display the total time agents have spent on the ticket and the time spent on the last ticket update. Time displays in seconds.

  

• 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

  

• Messaging session inactive: The activity status of a messaging conversation changed to inactive

  

• Messaging session ended: Indicates that the messaging session has ended and the reason for it

  

• Transformed from Messaging to Email: Indicates when the omnichannel routing setting to route all agent-ended messaging sessions as email tickets has been applied to a ticket, and the ticket is now being treated as an email ticket for routing purposes

  

Communications

In addition to new and changed ticket properties, you can see triggers, automations, routing, and email communications that occur in the background with ticket updates.

• Email notification:

  

• Trigger: Any triggers that have affected the ticket, such as 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.

  

• Offered to: Any agent who was offered the messaging conversation ticket and, if applicable, the skills omnichannel routing considered when offering the ticket. Maximum of 20 offered to events recorded per ticket.

  

Note: In the Zendesk Agent Workspace, if a ticket fires a trigger that sends text messages (SMS), neither the text messages nor the trigger that fired them show in the events log for the ticket.

User information

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 if that information is captured by the channel. User profile updates affected by triggers aren't captured in the ticket event log.

• Submission channel: If a ticket is submitted through a channel other than the web form, such as X (formerly Twitter) or email, details about the channel appear.

  

• User agent string: A string that identifies browser information and other system details. This is only available for the web ticket form unless you capture this in a channel you develop.

  

• IP address: The IP address used for that ticket update. Keep in mind that this information isn't always available or accurate.

  

• Location: The IP location for that ticket update. Keep in mind that this information isn't always available or accurate, especially if the user is using a VPN.