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Assigning agent to a ticket doesn't update the field "updated_at"

  • February 27, 2024
  • 2 replies
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Web19

Hi Team,

I have a question about the field "updated_at" that we get from you.
We noticed that when the user assigns an agent to a ticket, it doesn't update the field "updated_at". Is that a bug?
Which actions update the field, and which actions don't?
Best regards,
Julia Cisoń

    2 replies

    E
    • Erica26
    • February 28, 2024
    Hi Julia, 
     
    So for updated_at with the ticket data, you'll only see it change when the update triggers a ticket event. Since the changed you described is actually a user data update (or ticket activity) the updated_at value via the Ticket API will remain unchanged. If you're looking to track all activity/updates within support I recommend using the Incremental Exports API.
     
    Hope this helps!
    P
    • Pawel13
    • February 28, 2024

    Hi Erica,

    So assigning a user to a ticket is an update on a user and not the other way round?

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