Viewing all events for ticket updates

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  • Celeste Lopez


    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.


  • AL

    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.

  • Tim B.

    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?




  • 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.

  • 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,
  • 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!

  • 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.

  • Riccardo Centomo

    Sorry but what "Internal" stand for?

    The original message was:

  • 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

  • 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?

  • 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.

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

  • Matthew Hesse

    To reiterate what Timothy Beutler said above (and to expand on it, since no one specifically replied to his post), I not only want to know in what order Events are listed in the log, but it would be great to actually have the date-time stamp as part of the event log. Knowing what triggers happened when, especially in context with the "conversation" part of a ticket, is extremely important to better understand what happened in what order, which ultimately allows us to be better able to tweak our tagging structures, event-handling, etc.

  • Dave Dyson
    HI Matthew, welcome to the community! For the best visibility to our product team, would you mind posting your feedback to our Feedback - Ticketing System (Support) topic, using this template
    And just in case you haven't seen this, there's some detailed information about what order triggers run in here: Understanding when triggers run and fire
  • Roman Panov

    Hi, There.

    We are using Zendesk API to scrape tickets + comments. We found the incremental exports API available for tickets as well as for ticket events. To capture comments we are using the comment_events side-load with ticket events. We are using the same start time for tickets and events and then merging these 2 steams by ticket_id. We consider reaching the latest event when ticket.updated_by == ticket_event.created_by. 

    The problem is that the Incremental Export events API doesn't return comment events for the "closed" tickets (as well as for "deleted"). There are comments if we hit the ticket comments API directly: https://{subdomain}{ticket_id}/comments.

    Is it a bug? Or our algorithm is wrong? Do we have to use different start_time for tickets and for the events?
    Is there any way to get ticket comments from the Incremental Export events API for the "closed" / "deleted" tickets? 

  • Casey

    Hi there,

    Is anyone able to help with either removing this user or updating this user who's posting event information in our tickets? He was our Team Leader who has since moved on to greener pastures and we'd like to have our new Team Leader be the 'person' who posts event info in our tickets, not James as pictured below. 

    Any info or help on how to change this would be appreciated. Thanks!

  • Greg Katechis
    Zendesk Developer Advocacy

    Hi Casey! This looks like it's an internal integration that your company has set up. I'm guessing that there is probably an API token being used in that service, so whoever has access to that would just need to update the authenticating admin to a new user of your choice. 

  • Mike Chiu

    I use Incremental Export API with item ticket_events, and I am confused about the fields in response.

    I think for the field event_type within child_events, mostly it maps to the events list in ticket_audit_reference , but the fields seems like not. 

    For example, here is one of the child_events returned:

              "id": 5003658120975,
              "via": "Web form",
              "via_reference_id": null,
              "is_public": "t",
              "event_type": "Change",
              "previous_value": "0"

    And I have no idea about what is the field has been change thru this event.

    Is there any detailed document to describe the response format of ticket_events of incremental export api?


  • Nikki

    In order to do tech troubleshooting, I'd like to be able to see which browser & OS the user was on when they submitted their ticket.

    In events, it shows a browser type & version, but why does it show multiple browsers? How come it can't identify which browser the ticket was actually submitted from? 

    As in your example in the article:

  • Dainne Lucena
    Zendesk Customer Care

    Hi Nikki,


    Those are just the user agent string so it's not actually the actual browser that they used to contact your team. What you'd need to do is copy-paste that information over to & it'll analyze which browser they used. 

    It might also be worth checking out this community post by Martijn which would add the end-user browser information to your agent's view: How to Include end-user browser information via Help Center. Hope this helps!


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