Viewing all events of a ticket

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47 Comments

  • Cheryl Lane

    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?

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  • Jessie Schutz
    Zendesk team member

    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?

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  • Cheryl Lane

    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!

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  • Heather Rommel
    Community Moderator

    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?

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  • Jonathan March
    Community Moderator

    @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.

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  • Arman Akbarian

    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 

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  • Nicole S.
    Zendesk Community Team

    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!

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  • Fiona

    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

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  • Nicole S.
    Zendesk Community Team

    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

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  • Fiona

    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

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  • Nicole S.
    Zendesk Community Team

    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.

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  • Fiona

    Thanks, Nicole! Done :) 

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  • E-Commerce Support

    Hi, team,

    We would like to know how many comments each group has replied to. How can we get these data via API? Thanks in advance. 

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  • Kay
    Community Moderator

    I believe the Incremental Ticket Events API is what you are looking for 

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  • E-Commerce Support

    Thank you Kay. But it seems like we can only get agent_id for each comment but not group_id. The corresponding group_id for each comment cannot be found even in comment_events sideload. 

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  • Kay
    Community Moderator

    Goodmorning! In that case you'll need a combination of either the Incremental Ticket Export API and the Incremental Ticket Events API. Or a combination of the regular tickets API.

    A comment (ticket event) is not directly related to a group (group_id).

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  • E-Commerce Support

    We tried. The group_id  in response is actually default_group_id for each agent, which is not the one we are looking for. We are afraid Zendesk has not provide the data we need yet. 

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