Announcing improvements to ticket auditing for user merges

Announced on | Rollout starts | Rollout ends
October 15, 2025 | October 20, 2025 | October 23, 2025

To improve the auditing on tickets when two users are merged in Agent Workspace, changes to ticket CCs are now captured in ticket events.

This announcement includes the following topics:

What's changing?

Why is Zendesk making this change?

What do I need to do?

What's changing?

With this update, Zendesk will now generate audit events and update the ticket record when ticket CCs are modified as part of a user merge. This change will provide greater visibility into user merge-related activity. Ticket CC changes from user merges also update the ticket's updated_at timestamp.

These updates are now included in the Incremental Exports API, ensuring downstream systems and reports have visibility into ticket changes that occur during user merges.

Why is Zendesk making this change?

The goal of this update is to improve transparency by ensuring all CC changes – whether manual or system-driven – are tracked consistently in ticket events and surfaced in APIs.

What do I need to do?

No action is required. For more information on using the ticket events log, see Viewing all events for ticket updates.

If you have feedback or questions related to this announcement, visit our community forum where we collect and manage customer product feedback. For general assistance with your Zendesk products, contact Zendesk Customer Support.