Viewing all events of a ticket

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12 Comments

  • Celeste Lopez

    Hola, 

    Podrían apoyarme, cuando intento contestar vía whastapp me aparece el siguiente error:

    al validar con algunos usuarios no les llegan mis respuestas y en muchos casos tampoco les llegan los archivos adjuntos, me podrían apoyar en como corregir este error.

     

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  • Pertti Kangas

    Can you please add guidance for "Tags" - this is not mentioned in this article. But there is a "Tags" line in our list of Events. For example, it would be helpful to understand how to find a tag that is listed. I see some tags that I have not idea where they are coming from. So I'd like to know 1. how to find their origin, and 2. how to prevent them from getting added to a ticket in the future.

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  • Timothy Beutler

    Can someone please clarify for me the timing of the events as they occur? Are the ones at the top the newest, or the oldest?

    We are NOT using the Agent Workspace, so my intuition is the oldest event is at the bottom, since oldest emails are also at the bottom. Is this correct?

    Thanks!

    -Tim

     

    1
  • CJ Johnson

    This article now no longer states like it did as recently as last week, that IP is always captured for chat. Sure enough, it appears none of my chat tickets have an IP anymore as of today. Are we to infer this is in an intentional product change? This is a huge feature removal, I was so confused that this disappeared without notice. This information has also been completely removed from the ticket audit log as well.

    1
  • DJ Buenavista Jr.
    Zendesk Customer Care
    Hi CJ,
     
    Thank you for reaching out to Zendesk Support.
     
    In regards to your concern, I have tried and tested this and it's still showing the IP address in the events of the ticket. LIke what the article here mentioned, the following may may not be present at times, depending on the end-user as well, especially if they are using VPN.
     
    Thank you and have a wonderful day ahead!
     
     
     
    Kind regards,
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  • Jeff Garris

    Sorry, but this is a useless guide.  I can find no place in Zendesk Sell where there is a link to open tickets, or events.  Not in Communications, not in Get Help - nowhere.  I have an open ticket and I get emails to check on the status, but clicking on the ticket number or the Get Help link DO NOT TAKE YOU TO THE TICKET!

    2
  • Natalia Lutsevich

    I confirm what CJ Johnson said. After upgrading to Agent Workspace, in the chat we cannot see user's info about IP, country and platform they use. 

    I can only see that info about our agents.

    Please clarify this.

    A lot of things depend on the user's platform and country when our agents chat with them.

    1
  • Riccardo Centomo

    Sorry but what "Internal" stand for?

    The original message was:

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  • Dane
    Zendesk Engineering

    Jeff Garris,

    The ability to view ticket events is not for Zendesk Sell but for Zendesk Support.

    Riccardo Centomo,

    "Internal" in ticket comments only means that it was added as an internal/private comment

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  • Riccardo Centomo

    Sorry Dane but, as you can see in my screenshot, the comment was public.. I know the ticket internal comment are view in different way and it has yellow evidence in the messaging history of the ticket..

    So what stand for "Internal" in the ticket events?

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  • Dane
    Zendesk Engineering

    Riccardo Centomo,

    Oh sorry, I did not notice the comment included in the screenshot. I'll create a ticket for you to investigate on this one further. Please wait for my update via email. The expected behavior is all internal comments should have the "Internal Badge" next to the commenter name. However, you have it even though the comment is public.

    1
  • Dave Dyson
    Zendesk Community Manager
    Hi Michael, the instruction are in the article above - simply click the Events icon:

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