Viewing all events for ticket updates


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.



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Location: In a ticket, click
Conversations, then select
Events.



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.


This article contains the following sections:


Viewing all events


Understanding what is shown in ticket events



You can also view the following video:





Viewing all events


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.


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.


To view ticket events


If you're using the
Zendesk Agent Workspace,
open a ticket and click the events
icon (
)
in the
conversation header
to toggle between ticket
conversations and events.




If you're not using the Zendesk Agent workspace, open
a ticket and click Conversations
under the active comment area, then select
Events.






Review the ticket events displayed.

The events for each ticket update appear
separately. For more information about the information
shown in events, see
Understanding what is shown in ticket events.





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.


For example, if an agent changed a ticket status from
Open to Pending, the
update appears in Show all events
like this:




To preview the email sent for that notification, click the
ID next to a notification.


(Enterprise only) To view the specific version of any trigger
that fired, click the
trigger's title.


When you finish viewing ticket events, click
Events, then select
Conversations.






Understanding what is shown in ticket events


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.


If you're using the
Copilot add-on,
ticket events also show approved auto assist reply
suggestions and actions.



Properties


Communications


User information


Auto assist information




Properties





Subject: The subject
of the ticket




Form: The ticket form (if
your plan supports
multiple forms)




If you're working with
contextual workspaces,
the Form 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 Form
will update appropriately.



Group: The group responsible
for the ticket





Organization: The organization
associated with the ticket






Type: The type of the
ticket (Incident, question, problem, or
task)





Total time spent (sec)
and Time spent last update (sec):
If you're
using the
Time Tracking app,
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.





Status: The status
of the ticket (new, open, pending, on-hold, solved,
or
closed)





Requester: The person
who created the ticket





Priority: The priority
of the ticket (low, normal, high, or
urgent)




Assignee: The agent assigned
to the ticket






Custom field: A custom
field an administrator has added to the ticket
form






CCs: Anyone who was CC'd
on the ticket





Messaging session inactive:
The activity status of a messaging conversation
changed to inactive





Messaging session ended:
Indicates that the messaging session has ended and
the reason for it





Set routing channel from messaging to email:
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
route all agent-ended messaging sessions as email
tickets,
the event's reason appears as
Session ended by agent. If this
change is the result of the ticket trigger action Ticket
&gt; Set routing channel, the
event's reason appears as
From ticket trigger.





Approval status: Indicates
when an approval request changes status. The first
occurrence of Approval status: Pending
in ticket events indicates the creation
of the approval request. Possible statuses include: Pending,
Approved, Denied,
Withdrawn









Communications


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.



Email notification:





Trigger: Any triggers that
have affected the ticket, such as a trigger that
notifies the assignee




Enterprise customers can click a trigger's title to
view the specific version of any trigger that fired (see
Viewing the trigger revision
history).



Message pushed to target: A
message sent to a cloud-based third-party target,
like JIRA.





Offered to: Any agent who was
offered the messaging conversation ticket and, if
applicable, the skills omnichannel routing considered when
offering the ticket. Maximum
of 20 offered to events recorded
per ticket.






Note: 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.




User information


At the bottom of the information you see when you click
Show all events, 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.


User profile updates affected by triggers aren't captured in
the ticket event
log.



Submission channel: 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.






User agent string: 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.





IP address: The IP address
used for that ticket update. Keep in mind that
this information isn't always available or accurate.





Location: 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.







Auto assist information



Auto assist reply approved:
The text of the suggestion that was approved and
the name of the agent who approved it.





Auto assist action completed, skipped, or failed:
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.




Failed actions are also presented
in the ticket conversation log so that agents are alerted
when an action
fails.



Pre-approved auto assist action completed, skipped, or failed:
The action that
was automatically performed by auto assist and its status.









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