Question

How can I view which tickets an automation has run on?

Answer

You can identify tickets in different ways:

  • Identifying tickets with Zendesk
  • Identifying tickets with the API

Identifying tickets with Zendesk

To see the tickets on which a particular automation has been executed:

  1. Login to Zendesk as an administrator.
  2. Use this URL: http://yoursubdomain.zendesk.com/rules/Automation_ID/tickets
  3. From the URL, replace yoursubdomain with your actual Zendesk subdomain and Automation_ID with the specific number ID that appears at the end of your automation URL.
    For example, the below Automation_ID is 6241523731727:Automation.png
Note: The system only shows this information for the past 41 days. It does not display email addresses. Check the ticket events to find related email addresses.

Identifying tickets with the API

If you're comfortable with updates to the API, programming language updates, and evolving technology, you can create a script to identify the affected tickets

  1. Retrieve the UNIX timestamp for when the automation started or the change was made to your field.
  2. Enter the values above in to the incremental events API endpoint to make a call to your account and obtain the ticket events that have taken place since that time. If you don't have the exact date and time, look at your tickets for the time changes started to occur, look for when that field was last updated, or make a guess with a good time buffer to it.
  3. Once you pull those events, you can look for the Automation ID that did the unwanted action. If you don't know the Automation ID, that should be listed in the List Automations endpoint. Then, pull ticket IDs from those events that contain the automation.

Once you have your affected tickets list, you can use the Update Many Tickets endpoint for bulk actions with a list of tickets.

Disclaimer: This article is provided for instructional purposes only. Zendesk does not support or guarantee the code. Zendesk also can't provide support for third-party technologies such as JavaScript, jQuery, or CSS. Post any issues you have in the comments section or try searching for a solution online.

For more information, see these articles:

  • About automations and how they work
  • About the standard Support automations
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