Ticket events show all updates and notifications made to the ticket by a person or a business rule, as a trigger. When reviewing the events of a ticket, you will be able to see the entire history of the ticket. Events include ticket properties that are added, removed, or changed, as well as external notifications associated with ticket updates.
This article covers the following sections:
View all events
Understanding what appears in ticket events
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View all events
Ticket events show all updates and notifications that have occurred on that ticket. Events are not displayed by default. You have the option to display them next to the ticket comments.
Reviewing ticket events allows you to trace the path of a ticket and resolve any issues. For example, you can see when a trigger was activated or what the end user's browser was.
How to view ticket events
If you are using the Zendesk Agent Workspace, open a ticket and click the events icon () in the conversation header to switch between ticket conversations and events.
If you are not using Zendesk Agent Workspace, open a ticket and click on Conversations under the active comment area and select Events.
Review the ticket events displayed on the screen.
Events for each ticket update appear separately. To learn more about the information shown in events, see Understanding What Appears in Ticket Events.
If the value of a field has been changed, the old value is crossed out and next to the new value, allowing you to easily identify the change.
For example, if an agent has changed the status of a ticket from Open to Pending, the update will appear under Show all events as:
To view the email sent for a notification, click the ID next to the notification.
(Enterprise only) To view the specific version of a triggered trigger, click its title.
When you are finished viewing the ticket events, click Events and then select Conversations.
Understanding what appears in ticket events
Ticket events show ticket properties and notifications, as well as information about the ticket user. When viewing ticket events, some or all of the following options may be displayed depending on what was changed or added to the ticket in this update.
properties
communications
user information
properties
Subject: the subject of the ticket
Form: the ticket form (if your plan supports multiple forms)
If you are working with contextual workspaces, the form you see in ticket events may not match the form being displayed. As soon as there is an update to the ticket, the Form will be updated.
Group: The group assigned to the ticket
Organization: The organization associated with the ticket
Type: the type of ticket (incident, question, problem or task)
Status: the status of the ticket (new, open, pending, on hold, resolved or closed)
Requester: The person who created the ticket
Priority: the priority of the ticket (low, normal, high or urgent)
Assigned: the agent assigned to the ticket
Custom Field: The custom field that the admin added to the ticket form
CCs: who was copied on the ticket
communications
In addition to the new and changed ticket properties, you can also see triggers, automations, and email communications that happen in the background of ticket updates.
Email notification:
Trigger: Triggers that affected the ticket, such as a trigger that notifies the assignee
Enterprise customers can click the trigger title to view the specific version of a triggered trigger (see Viewing Trigger Revision History).
Message pushed to target: Message sent to a cloud-based third-party target such as JIRA or Yammer
user information
If the information is obtained through the channel, you can see details about the sending user's location, browser and IP address at the bottom of the displayed information by clicking Show all events.
Channel used for submission: If a ticket was submitted through a channel other than the web form, such as Twitter or email, the channel details will appear here.
User Agent String: A string that identifies browser information and other system details. Only available for the web ticket form unless obtained through a channel developed by you.
IP Address: The IP address used for the ticket update. Remember that this information is not always available or correct.
Location: The IP location for the ticket update. Remember that This information is not always available or correct, especially if the user uses VPN.
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