Viewing all events of a ticket

Have more questions? Submit a request

42 Comments

  • Cheryl Lane
    Comment actions Permalink

    Hi,

    I'm trying to create a trigger that gets the City / Country from the metadata on creation and places it in a custom text field, similar to what Nicole mentioned doing above, but cannot appear to be able to get this data within Zendesk. Is there any documentation for getting this with Extentions / Triggers?

    0
  • Jessie Schutz
    Comment actions Permalink

    Hi Cheryl!

    Are your customers adding this information to their ticket when they submit it? Or are you just trying to pull the user location from the events log?

    0
  • Cheryl Lane
    Comment actions Permalink

    Hi Jessie,

    I'd like to get the IP or Location data from the metadata in the events / audit log into a Custom Field.

    Thanks!

    0
  • Heather Rommel
    Comment actions Permalink

    Can someone remind me again, if more than one trigger fired off at one time, in what order am i reading the changes? Top down or bottom up? Meaning, trigger 1 changes the group from Orders to support and then I have trigger 2 that adds a tag or something, which one appears in what order please?

    0
  • Jonathan March
    Comment actions Permalink

    @heather top to bottom. But note that

    The list of triggers will be processed from top to bottom. If there were any field changes, all the triggers will be processed again, top to bottom. This keeps happening until there's a pass where no fields change. Then, and only then, the current (final) value of fields is used to create the text of any email or target notifications that were triggered on any pass.

    This can result in a surprising sequence of triggers and/or a surprising contents of notifications.

    0
  • Arman Akbarian
    Comment actions Permalink

    Is it possible to grab ticket events via the API? particular we see an event "Macro applied" that we can't find a way to grab via API 

    0
  • Nicole - Community Manager
    Comment actions Permalink

    Hi Arman -

    This information can be found in Ticket Audits as shown here:

    https://developer.zendesk.com/rest_api/docs/support/ticket_audits
    `api/v2/tickets/TICKET_ID/audits.json`

    Hope that helps, let us know if you have further questions!

    0
  • Fiona
    Comment actions Permalink

    Is there a way to set 'Events' as the default view when opening a ticket. Right now it's set to 'Conversations' but it would be great to get a fuller picture of the ticket without having to click on 'Events' each time. 

    Thanks!

    Fiona

    0
  • Nicole - Community Manager
    Comment actions Permalink

    Hi Fiona -

    There isn't a setting by which to make this a default way to open a ticket. However, when entering a link to a ticket, simply adding /events/ to the end of the url will open it directly to the events view. i.e. https://yourcompany.zendesk.com/agent/tickets/00000000/events

    0
  • Fiona
    Comment actions Permalink

    Thanks for the tip, Nicole! It would be great if we could choose to see the events as part of the ticket's overall history. 

    Fiona

    0
  • Nicole - Community Manager
    Comment actions Permalink

    You're welcome!

    If you'd like, you can submit your feature request to the product teams by posting it in the Support Product Feedback topic. Here's our guide on how to write an effective feedback post.

    0
  • Fiona
    Comment actions Permalink

    Thanks, Nicole! Done :) 

    1

Please sign in to leave a comment.

Powered by Zendesk