Hello, we recently ran in to an issue where agents are modifying the Requester on a ticket to a dummy user, marking the ticket as solved, and then reassigning the requester. I am trying to find a global events history log (Or something that will show the change of requester.) I know we can see it on a per ticket basis, but we can't search by the specific user since they are not on the ticket anymore. I've tried pulling the audit log, but it doesn't include the info, I've tried explore query with Ticket updates, Backlog tickets, and searching through recipes, but have had no luck. does anyone have any suggestions? we are trying to understand the scale of this.
Explore: Ticket Event History Log / Report
Meg
Create a trigger with a condition ‘requester changed’ to add a tag to the ticket. You can now create a view or a report based on the tag to assess the scale of the problem.
Assuming the need to change requesters is rare, you could also include a notification in your trigger to alert you of the change.
Unfortunately that does not help with past activities but should find it going forward.
Hi Meg! Graeme has a good idea here, and if you would also like to scrape the events of those already existing tickets involved, you can do so with the audits endpoint in the Support API:
Zendesk Developer - Ticket Audits
You could then use a script/search in those exported ticket audits for the user ID in question.
Hope this and what Graeme suggested helps you find a solution!
Login to the community
No account yet? Create an account
Enter your E-mail address. We'll send you an e-mail with instructions to reset your password.