One admin's name is appearing on all ticket events

Issue symptoms

There are a number of ticket events that appear in the agent interface as though they are all being done by one admin. The events include the creation or assignment of tickets or making changes to ticket properties. This admin has no recollection of having done these actions.

Conditions

• No plan restrictions.
• Account utilizes some kind of API or third-party integration with tickets.

Resolution steps

Take a look at the types of tickets these events appear on. If they only appear on ones created through a third-party application that uses the API, then it is expected for the admin that authorized or set up the integration to have their name appear on events.

For example, if your account is using the Zendesk Talk Partner Edition with RingCentral or Five9s, then any tickets created or updated through that integration have the name of the admin who set it up listed under any events.

Alternatively, create an additional admin dedicated to authorizing all API integrations. The name of the user could be your company's name, to avoid confusion within the ticket events. 

Note: If personalized email replies are enabled with API integration matching the conditions above, tickets created will also appear as though they were made by the admin authorizing that integration.