eZDesk - Ticket Events History

Zendesk’s native ticket events view can be overwhelming, especially for lengthy tickets with numerous updates. eZDesk - Ticket Events History provides agents and admins with a clear, structured way to analyze ticket updates over time. Instead of scrolling through endless event logs, this app presents ticket history in an interactive table, making it easier to track key changes at a glance.

📊 A Gantt-Style View of Ticket Updates

Rather than manually searching for specific field changes, this app organizes ticket updates into a structured, timeline-based table. Each audit (ticket update) is displayed as a column, while ticket fields and events are shown as rows. Updates span across multiple columns until a new change occurs, allowing users to visually track how a ticket evolved.

🔍 Key Features:

• 🕒 Clear Timeline of Events – See ticket updates in a structured table format.
  
• 🔍 Field Change Tracking – Easily view how ticket fields (e.g., status, group, assignee) changed over time.
  
• 👤 User & System Attribution – Identify which user made an update or if it was triggered by a business rule.
  
• 📝 Expanded Event Details – Click on an event to view previous values, new values, and which trigger or automation applied the change.
  
• 📅 Customizable Views – Filter events by date range or focus on specific fields for quicker insights.
  
• 📜 Smart Scrolling – Scroll through long histories while keeping hidden values visible until fully off-screen.
  

⚡ Designed for Zendesk Admins & Agents

Whether you’re troubleshooting a ticket’s journey, analyzing routing and automation, or ensuring compliance, eZDesk - Ticket Events History simplifies your workflow by providing a fast, intuitive, and easy-to-read view of every change that occurred on a ticket.

Please note: at this time, this app is useful for tickets from standard email, web form, or api channels only, not messaging tickets. We are working to make this app available for all channels soon in a future update.

About eZDesk

At eZDesk, we build powerful, intuitive tools to help Zendesk admins and agents work smarter. Our apps are designed to simplify workflows, increase efficiency, and enhance the overall Zendesk experience.

Learn more at eZDesk.app