Understanding Zendesk Ticket Events Information
What information is shown in Zendesk ticket events?
Zendesk ticket events provide a comprehensive view of all updates and notifications related to a ticket. This includes changes to ticket properties like status, priority, and assignee, as well as communications such as email notifications and triggers.
Additionally, user information such as the submitter's location, browser, and IP address may be displayed if captured. This detailed log helps in understanding the complete history and actions taken on a ticket. For more information, refer to theoriginal Zendesk help article.
More related questions
How can I view all events for a ticket update in Zendesk?
To view all events for a ticket update in Zendesk, you need to access the ticket's event log. In the Zendesk Agent Workspace, open a ticket and click the events icon in the conversation header to toggle between ticket conversations and events. If…
Why are ticket events not shown by default in Zendesk?
Ticket events in Zendesk are not shown by default to keep the interface clean and focused on ticket conversations. However, you can choose to display ticket events alongside comments to get a detailed view of all updates and notifications. This…
How can I see changes to ticket properties in Zendesk?
In Zendesk, changes to ticket properties are visible in the ticket events log. When a property is updated, the new value is shown alongside the crossed-out previous value, making it easy to see what has changed. This feature is part of the ticket…
Can I preview email notifications sent from Zendesk ticket events?
Yes, you can preview email notifications sent from Zendesk ticket events. When viewing the events log, click the ID next to a notification to see a preview of the email that was sent. This feature is available for Enterprise customers and allows…
What user information is available in Zendesk ticket events?
Zendesk ticket events can display user information such as the submitter's location, browser, and IP address, if this data is captured by the channel used to submit the ticket. This information is shown at the bottom of the events log and can be…
How are ticket events ordered in Zendesk?
In Zendesk, ticket events are ordered from top to bottom, with the top events being the first to take effect in the ticket. This chronological order helps in understanding the sequence of updates and actions taken on a ticket. For example, an email…
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