Viewing all events for ticket updates

<body>
<p id="docs-hc-snippet" style="display: none;">Ticket events show all the ticket updates and notifications, whether it's by a person or by a business rule, such as a trigger. By looking at the ticket events, you can see the complete history of a ticket. Events include ticket properties that are added, removed, or changed, as well as any external notifications associated with the ticket update.</p>
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<div class="p">
<div class="note fastpath">
<span class="fastpathtitle">Location: </span> In a ticket, click <strong class="ph b">Conversations</strong>, then select
<strong class="ph b">Events</strong>.</div>
</div>
<p class="p">Ticket events show all the ticket updates and notifications, whether it's by a person or by a
business rule, such as a trigger. By looking at the ticket events, you can see the complete
history of a ticket. Events include ticket properties that are added, removed, or changed, as
well as any external notifications associated with the ticket update. </p>
<div class="p">This article contains the following sections:<ul class="ul" id="topic_oxz_y23_kn__ul_kbh_pwn_scb">
<li class="li"><a class="xref" href="#topic_wgg_hwn_scb">Viewing all events</a></li>
<li class="li"><a class="xref" href="#topic_wrp_3wn_scb">Understanding what is shown in ticket events</a></li>
</ul>
</div>
<p class="p">You can also view the following video:</p>
<p class="p"></p>
<div class="non-responsive"><iframe allowfullscreen="" class="iframe" controls="controls" height="360" src="https://www.youtube.com/embed/g9F-CzsyDnA" width="640"></iframe></div>
</div>
<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_wgg_hwn_scb">
<h2 class="title topictitle2" id="ariaid-title2">Viewing all events</h2>
<div class="body">
<p class="p">Ticket events show all the updates and notifications that have occurred to that ticket.
Events are not shown by default. You have the option to show ticket events alongside the
ticket comments.</p>
<p class="p">Reviewing ticket events can help you trace the path of a ticket and troubleshoot any
issues. For example, you can see whether a trigger has fired or what type of browser the
end-user was using.</p>
<div class="p">
<strong class="ph b">To view ticket events</strong><ol class="ol" id="topic_wgg_hwn_scb__ol_bly_4c4_scb">
<li class="li">Open a ticket and click the events icon ( <img class="image" id="topic_wgg_hwn_scb__image_u3b_vlh_3mb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/uc_events_icon.png">) in the <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408823962906#topic_n4m_fyc_zlb" target="_blank">conversation header</a> to toggle between ticket
conversations and events. <p class="p"><img class="image" id="topic_wgg_hwn_scb__image_gqy_myz_3sb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/aw_ticket_events.png"></p>
</li>
<li class="li">Review the ticket events displayed. <p class="p">The events for each ticket update appear
separately. For more information about the information shown in events, see <a class="xref" href="#topic_wrp_3wn_scb">Understanding what is shown in ticket events</a>.</p>
<p class="p"><img class="image" id="topic_wgg_hwn_scb__image_yvc_3kf_5y" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/allevents1.png"></p>
<p class="p">If a field's value was changed, the new value appears
along with the crossed-out previous value, allowing you to easily see what changed.
</p>
<p class="p">For example, if an agent changed a ticket status from Open to Pending, the
update appears in <strong class="ph b">Show all events</strong> like this:</p>
<img class="image" id="topic_wgg_hwn_scb__image_csm_lbl_ln" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/show_all_events_crossout.png">
</li>
<li class="li">To preview the email sent for that notification, click the ID next to a notification. </li>
<li class="li">(Enterprise only) To view the specific version of any trigger that fired, click the
trigger's title.</li>
<li class="li">When you finish viewing ticket events, click <strong class="ph b">Events</strong>, then select
<strong class="ph b">Conversations</strong>.</li>
</ol>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title3" class="topic nested1" id="topic_wrp_3wn_scb">
<h2 class="title topictitle2" id="ariaid-title3">Understanding what is shown in ticket events</h2>
<div class="body">
<p class="p">Ticket events shows ticket properties, notifications, and user information. When you view
ticket events, some or all of the following might appear, depending on what was changed or
added to the ticket for that ticket update.</p>
<p class="p">If you're using the <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/5524125586330" target="_blank">Copilot add-on</a>, ticket events also show approved auto assist reply
suggestions and actions.</p>
<ul class="ul" id="topic_wrp_3wn_scb__ul_itc_vd4_scb">
<li class="li"><a class="xref" href="#topic_am4_c5k_ln">Properties</a></li>
<li class="li"><a class="xref" href="#topic_xqg_m5k_ln">Communications</a></li>
<li class="li"><a class="xref" href="#id_mmj_gvk_ln">User information</a></li>
<li class="li"><a class="xref" href="#topic_chy_3sk_23c">Auto assist information</a></li>
</ul>
</div>
<div aria-labelledby="ariaid-title4" class="topic nested2" id="topic_am4_c5k_ln">
<h3 class="title topictitle3" id="ariaid-title4">Properties</h3>
<div class="body">
<div class="p">
<ul class="ul" id="topic_am4_c5k_ln__ul_f2h_f5k_ln">
<li class="li">
<p class="p"><strong class="ph b">Subject</strong>: The subject of the ticket</p>
<img class="image" id="topic_am4_c5k_ln__image_nfh_f5k_ln" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/show_all_events_subject.png">
</li>
<li class="li">
<strong class="ph b">Form</strong>: The ticket form (if your plan supports <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408846520858" target="_blank">multiple forms</a>)<p class="p"><img class="image" id="topic_am4_c5k_ln__image_v52_2xh_yrb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/events_ticket_form.png"></p>
<p class="p">If you're working with <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408833498906" target="_blank">contextual workspaces</a>, the <strong class="ph b">Form</strong> that you see in
ticket events may not match the form that is displayed. Once an update has been made
to the ticket, then the <strong class="ph b">Form</strong> will update appropriately.</p>
</li>
<li class="li">
<strong class="ph b">Group</strong>: The group responsible for the ticket<p class="p"><img class="image" id="topic_am4_c5k_ln__image_ogh_f5k_ln" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/show_all_events_group.png"></p>
</li>
<li class="li">
<strong class="ph b">Organization</strong>: The organization associated with the ticket<p class="p"><img class="image" id="topic_am4_c5k_ln__image_lln_lm3_5n" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/show_all_events_org.png"></p>
</li>
<li class="li">
<p class="p"><strong class="ph b">Type</strong>: The type of the ticket (Incident, question, problem, or
task)</p>
<img class="image" id="topic_am4_c5k_ln__image_rgh_f5k_ln" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/show_all_events_type.png">
</li>
<li class="li">
<p class="p"><strong class="ph b">Total time spent (sec)</strong> and <strong class="ph b">Time spent last update (sec)</strong>: If you're
using the <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408822487450" target="_blank">Time Tracking app</a>, these fields display the
total time agents have spent on the ticket and the time spent on the last ticket
update. Time displays in seconds.</p>
<img class="image" id="topic_am4_c5k_ln__image_imk_qkr_4dc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/time-tracking-app-events.png">
</li>
<li class="li">
<p class="p"><strong class="ph b">Status</strong>: The status of the ticket (new, open, pending, on-hold, solved, or
closed)</p>
<img class="image" id="topic_am4_c5k_ln__image_shh_f5k_ln" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/show_all_events_status.png">
</li>
<li class="li">
<p class="p"><strong class="ph b">Requester</strong>: The person who created the ticket</p>
<img class="image" id="topic_am4_c5k_ln__image_r3h_f5k_ln" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/show_all_events_requester.png">
</li>
<li class="li">
<p class="p"><strong class="ph b">Priority</strong>: The priority of the ticket (low, normal, high, or
urgent)</p>
<img class="image" id="topic_am4_c5k_ln__image_rjh_f5k_ln" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/show_all_events_priority.png">
</li>
<li class="li">
<strong class="ph b">Assignee:</strong> The agent assigned to the ticket<p class="p"><img class="image" id="topic_am4_c5k_ln__image_hmh_f5k_ln" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/show_all_events_assignee.png"></p>
</li>
<li class="li">
<p class="p"><strong class="ph b">Custom field</strong>: A custom field an administrator has added to the ticket
form</p>
<p class="p"><img class="image" id="topic_am4_c5k_ln__image_ndl_m33_5n" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/show_all_events_custom_field.png"></p>
</li>
<li class="li">
<strong class="ph b">CCs</strong>: Anyone who was CC'd on the ticket <p class="p"><img class="image" id="topic_am4_c5k_ln__image_xtr_xg4_yn" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/show_all_events_ccs.png"></p>
</li>
<li class="li">
<strong class="ph b">Messaging session inactive</strong>: The activity status of a messaging conversation
changed to inactive<p class="p"><img class="image" id="topic_am4_c5k_ln__image_tj2_4hg_p2c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/show_all_events_msg_session_inactive.png" width="350"></p>
</li>
<li class="li">
<strong class="ph b">Messaging session ended</strong>: Indicates that the messaging session has ended and
the reason for it<p class="p"><img class="image" id="topic_am4_c5k_ln__image_cy3_thg_p2c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/show_all_events_msg_session_ended.png" width="400"></p>
</li>
<li class="li">
<strong class="ph b">Set routing channel from messaging to email</strong>: Indicates when a messaging
conversation transitions to being treated as an email ticket in omnichannel routing.
When this is caused by the omnichannel routing configuration setting to <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4828787357210#topic_hr4_1lh_n2c" target="_blank">route all agent-ended messaging sessions as email
tickets</a>, the event's reason appears as <em class="ph i">Session ended by agent</em>. If this
change is the result of the ticket trigger action Ticket &gt; Set routing channel, the
event's reason appears as <em class="ph i">From ticket trigger</em>.<p class="p"><img class="image" id="topic_am4_c5k_ln__image_abh_shg_p2c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/show_all_events_msg_transformed_email_2.png" width="300"></p>
</li>
<li class="li">
<strong class="ph b">Approval status</strong>: Indicates when an approval request changes status. The first
occurrence of <em class="ph i">Approval status: Pending</em> in ticket events indicates the creation
of the approval request. Possible statuses include: Pending, Approved, Denied,
Withdrawn<p class="p"><img class="image" id="topic_am4_c5k_ln__image_rpv_n1j_cgc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/show_all_events_approval_status.png" width="200"></p>
</li>
</ul>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title5" class="topic nested2" id="topic_xqg_m5k_ln">
<h3 class="title topictitle3" id="ariaid-title5">Communications</h3>
<div class="body">
<p class="p">In addition to new and changed ticket properties, you can see triggers, automations,
routing, and email communications that occur in the background with ticket updates.</p>
<ul class="ul" id="topic_xqg_m5k_ln__ul_q2k_p5k_ln">
<li class="li">
<strong class="ph b">Email notification</strong>:<p class="p"><img class="image" id="topic_xqg_m5k_ln__image_xlk_p5k_ln" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/show_all_events_email_notification_trigger.png"></p>
</li>
<li class="li">
<strong class="ph b">Trigger</strong>: Any triggers that have affected the ticket, such as a trigger that
notifies the assignee<p class="p"><img class="image" id="topic_xqg_m5k_ln__image_pwr_1k3_5n" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/show_all_events_trigger.png"></p>
<p class="p">Enterprise customers can click a trigger's title to
view the specific version of any trigger that fired (see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408882237722#topic_syw_z14_lbb" target="_blank">Viewing the trigger revision
history</a>).</p>
</li>
<li class="li">
<strong class="ph b">Message pushed to target</strong>: A message sent to a cloud-based third-party target,
like JIRA.<p class="p"><img class="image" id="topic_xqg_m5k_ln__image_l2x_y33_5n" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/show_all_events_push_to_target.png"></p>
</li>
<li class="li">
<strong class="ph b">Offered to</strong>: Any agent who was offered the messaging conversation ticket and, if
applicable, the skills omnichannel routing considered when offering the ticket. Maximum
of 20 <strong class="ph b">offered to</strong> events recorded per ticket.<p class="p"><img class="image" id="topic_xqg_m5k_ln__image_k1x_3bq_ywb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/show_events_offered_to_agent.png"></p>
</li>
</ul>
<div class="note">
<span class="notetitle">Note:</span> In the Zendesk Agent Workspace, if a ticket fires a trigger that sends text messages
(SMS), neither the text messages nor the trigger that fired them show in the events log
for the ticket.</div>
</div>
</div>
<div aria-labelledby="ariaid-title6" class="topic nested2" id="id_mmj_gvk_ln">
<h3 class="title topictitle3" id="ariaid-title6">User information</h3>
<div class="body">
<p class="p">At the bottom of the information you see when you click <strong class="ph b">Show all events</strong>, you can
view details about the submitting users' location, browser, and IP address if that
information is captured by the channel. Browser-level security, VPNs or proxies, and
custom web forms can all prevent IP address and location data from being available and
accurate.
</p>
<p class="p">User profile updates affected by triggers aren't captured in the ticket event
log.</p>
<ul class="ul" id="id_mmj_gvk_ln__ul_zrj_gvk_ln">
<li class="li">
<strong class="ph b">Submission channel</strong>: If a ticket is submitted through a channel other than the
web form, such as X (formerly Twitter) or email, details about the channel
appear.<p class="p"><img class="image" id="id_mmj_gvk_ln__image_l3k_fjj_5n" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/show_all_events_email_channel.png"></p>
</li>
<li class="li">
<p class="p"><strong class="ph b">User agent string</strong>: A string that identifies browser information and other
system details. This is only available for the web ticket form unless you capture this
in a channel you develop.</p>
<img class="image" id="id_mmj_gvk_ln__image_lry_nvk_ln" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/show_all_events_browser.png">
</li>
<li class="li">
<p class="p"><strong class="ph b">IP address</strong>: The IP address used for that ticket update. Keep in mind that
this information isn't always available or accurate.</p>
<img class="image" id="id_mmj_gvk_ln__image_qky_qvk_ln" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/show_all_events_ip.png">
</li>
<li class="li">
<p class="p"><strong class="ph b">Location</strong>: The IP location for that ticket update. Keep in mind that this
information isn't always available or accurate, especially if the user is using a
VPN.</p>
<img class="image" id="id_mmj_gvk_ln__image_zhn_rvk_ln" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/show_all_events_location.png">
</li>
</ul>
</div>
</div>
<div aria-labelledby="ariaid-title7" class="topic nested2" id="topic_chy_3sk_23c">
<h3 class="title topictitle3" id="ariaid-title7">Auto assist information</h3>
<div class="body">
<ul class="ul" id="topic_chy_3sk_23c__ul_pqv_vsk_23c">
<li class="li">
<strong class="ph b">Auto assist reply approved</strong>: The text of the suggestion that was approved and
the name of the agent who approved it.<p class="p"><img class="image img-screenshot" id="topic_chy_3sk_23c__image_y1d_btk_23c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ai_aa_ticket_event_reply.png" width="400"></p>
</li>
<li class="li">
<strong class="ph b">Auto assist action completed, skipped, or failed</strong>: The action that was
performed, its status, and the name of the actor under which it was executed. When
action flows or custom actions are executed, the actor is shown as "Auto assist". When
an agent performs a standard action, the ticket events show the agent's name. <p class="p"><img class="image img-screenshot" id="topic_chy_3sk_23c__image_ccc_ltk_23c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ai_aa_ticket_events_action.png" width="400"></p>
<p class="p">Failed actions are also presented
in the ticket conversation log so that agents are alerted when an action
fails.</p>
</li>
<li class="li">
<strong class="ph b">Pre-approved auto assist action completed, skipped, or failed</strong>: The action that
was automatically performed by auto assist and its status.<p class="p"><img class="image img-screenshot" id="topic_chy_3sk_23c__image_amh_kdx_33c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ai_preapproved_action_performed.png" width="400"></p>
</li>
</ul>
</div>
</div>
</div>
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