Closed to GA? Plans for Zendesk Support event log? | Community
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Closed to GA? Plans for Zendesk Support event log?

  • January 18, 2023
  • 3 replies
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Joel11

I'm undecided if I should join the EAP, is this feature close to GA?

What are the roadmap for surfacing ticket access events as actual ticket events in Zendesk Support? Since we have operation cases where we regular users to be able to check exactly which users accessed the ticket. 

Or is this planned to be a API-only check, so we need to build our own solution for non-tech employees to check which users accessed a ticket in some way?

Edit: I kind of expect ticket access (and accessing user and organization profiles) events to be exposed in the built-in Zendesk Support interface, but I understand it might not be planned as part of this effort. 

    3 replies

    Caroline13
    • Caroline13
    • January 18, 2023

    Hi Joel! 

    We're currently making plans to GA this API but we've not yet settled on a timeline, it remains in EAP for the time being. 

    You're spot on that right now this is an API only offering, which means that the information around which user viewed a ticket or an organization is information that's captured and available in the API but indeed you'd need to build something yourself in order to surface it within Support. We don't currently have any plans to natively build this. 

    I'd be interested in knowing more about what you'd do with the information if it was something that we surface for you in Support? Say that we showed you that Tony Tiger was the latest agent to view this particular org, what would that tell you and what would you do next?

    Joel11
    • Joel11
    • Author
    • January 19, 2023

    Hi! Thanks for letting me know. I'll might request access to EAP then, but I'll wait a little bit until its closer to when we might need it. 

    I'd be interested in knowing more about what you'd do with the information if it was something that we surface for you in Support? Say that we showed you that Tony Tiger was the latest agent to view this particular org, what would that tell you and what would you do next?

    It would not typically be actionable in everyday agent work.

    However, if we have an incident (or a suspicion of one). Or if a team manager thinks an agent is skipping a lot of tickets and wants to verify (agent might not have used the Play feature either).

    Then non-tech users can verify who's been accessing the ticket, without having to go to IT, which is often way impractical, and therefore might never get done.

    Assuming we don't put resources to build our own audit log system that non-techies can access. But such efforts are often preceded by a "what are we paying the vendor for?" - discussions, that makes them hard to prioritize.

    Then the API access logs themselves - the same use case + security/monitering + general compliance of IT systems we use. 

    Caroline13
    • Caroline13
    • February 1, 2023

    I'll wait a little bit until its closer to when we might need it. 

    This is perfectly fine, but just be mindful that we do not provide you with retroactive data - only from the moment you're invited to the EAP and forward. Just wanted to flag this for you!

    I agree with you on the barrier for accessing/using the information for users who aren't technically skilled in the way that's required here, and the argument for building something yourself gets difficult to justify when the effort of providing the information in a way that's consumable to everyone should reasonably lie with us. I hear you, thanks for sharing your insights - it's much appreciated. I'll have some more in-depth discussions with the team around what more we can do to take on more of that effort in potential future iterations of the feature. 

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