Tracking field change history for organizations

Answered

7 Comments

  • Joey

    Hey there David-

    Thanks for writing in, great question. Based on your description, I would recommend a ticket sidebar app. I'd also suggest creating this field as a dropdown (tagger) field - seems this is plausible. The app could call the Ticket Audits endpoint using the Zendesk Apps Framework client.request() method. The resulting data could then be parsed for display in the sidebar for your agents.

    Hope this helps, and please let me know if you have any more questions!

    Regards,

    Joey

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  • David

    Thanks Joey,

     

    That sounds like a good place to start. I'll have the dev people look into that, as I don't really understand, but it seems assuring.

     Do you know of any existing apps that do something similar that i could refer to?

    Thank you!

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  • Joey

    Glad to help, David-

    We do have several small app examples, as well as some with more complex workflows, though nothing specific to your use-case. That being said, I am more than happy to continue to work with yourself & you dev team over in our Community on our Develop Help Center. Once your ideas solidify I can then point you in the right direction.

    Regards,

    Joey

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  • David

    Thanks a lot, Joey.

     

    Just one more question before we maybe continue over there...

    Can an app be developed that also stores data that is not used by the system?

    For example, in my use case so far I understand the system can store the tag, the user, and the time/date. But let's say we want to manually attach to that record some free text or another attribute - is this possible? Or can we only use the data that has already been committed to the system.

    I know that another field could be used to define other attributes (not free text though), and can be changed like the version field, but I feel like that could get messy very easily.

    In short, I guess I'm looking to be able to add a custom org field that would actually be a small table in which I can record events and other data. 

    Thanks in advance

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  • Joey

    Hey David-

    Depending on your plan type, you may be interested in our Custom Objects API. which can be used to create, read, update, and delete objects that you define yourself. You can also use it to define and manage relationships with other objects, including native Zendesk objects such as tickets and users.

    Please note this is available only on our Enterprise plans.

    Regards,

    Joey

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  • Joshua Atkin

    Hey Joey, 

     

    What if the changes are being made by the API?  I assume this wouldn't track because the app only checks the sidebar changes, not API changes.  Is my understanding correct?

     

    Also, when will you offer this in your tool to track logging of custom fields?  Thanks

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  • Greg - Community Manager
    Zendesk Developer Support

    Hi Joshua Atkin! It would really depend on what your app is looking to do and where it's located. Could you share a bit more about your app and what you want to do with it?

    I'm not sure what you are referring to with the last question...would you mind clarifying that for me?

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